Whole in One

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Conference article in proceedings
Date
2017-06-15
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Language
en
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DESIGN+POWER, Volume 2017, issue 7
Abstract
This paper investigates the role of empathy and the use of service design tools in the context of (governmental) systems and organisational services. The discourse focuses on three areas: intercultural empathy, the empathising process and empathic design tools. The paper first reviews what empathy is and how it has been discussed in design. Secondly, a practical example of a complex design context is presented, an interactive platform for governmental immigration services. To best acknowledge the perspective of one, i.e. an individual in the whole, this example proposes that a combination of different design tools can systematically be applied, to foster perspective changes and to facilitate in zooming in and out from the individual to systemic levels.
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Citation
Sustar , H & Mattelmäki , T 2017 , Whole in One : Designing for Empathy in Complex Systems . in DESIGN+POWER : No 7 (2017): Nordes 2017 . DESIGN+POWER , no. 7 , vol. 2017 , Nordic Design Research Society (NORDES) , Nordic Design Research Conference , Oslo , Norway , 15/06/2017 .