Human-centric design at the core

As designers we can be more socially responsible by including marginalized users in our research, and try to be aware of their problems when designing services, products and solutions, says Kari Anne Solfjeld Eid at Hoi Oslo.

In our ongoing series of stakeholder interviews, we asked Kari Anne Solfjeld Eid from Hoi Oslo about design and opportunities and considerations connected to Information Communication Technology (ICT) for urban sustainability.

Kari Anne has been working with user experience and design for over 10 years. Recently she started the design company Hoi Oslo focusing on urban sustainability, in particular green mobility.  

1. In the last decades, new ways of research have been implemented, and they are referred to as crowdsourcing, citizen participation, citizen science, public participation or volunteered information. Where do you see the biggest advantage  and/or challenges of such approaches?

Coming from user experience (UX) design, the users always come first, and we use insight of their needs and problems to identify and prioritize problems to solve. 

The ability to base decisions on qualitative insight is core to what we do. From a research point of view, in this context we rarely, if ever, do statistic significant insight, but that is not the point. We do just enough to be able to verify or reject concepts, solutions and assumptions. 

Clients rarely have budgets to do more than just a minimum of research, but we strive to always get just enough to start and then keep testing solutions on actual users. 

We are at a point where smart phones has changed the majority of western society into screen addicts in just 10 years..... I do not see how this is sustainable, as human ability to concentrate is a scarce resource.

2. The vision of smart cities is nowadays a well-established path based on integrating multiple ICTs. Where do you see the greatest potential (if any) for the use and integration of multiples ICTs for urban sustainability?

Ooh. That is a really difficult question to answer. I feel the success of smart cities depend on the degree we are able to make it truly human-centric. 

I see a lot of potential in a multitude of areas, for instance green mobility, planning and development, energy and resource management, health and care, and waste management and recycling. 

I think it is safe to say that smart solutions, machine learning and AI will have bigger impact than we are able to realize at this point in time.

4. What are the biggest challenges with digitalisation and the integration of multiples ICTs for urban sustainability?

Generally speaking, I view technology and digitalisation as tools to solve problems. 

To be able to solve any problem on a structural scale, the strategic foundations needs to be laid. Mandates needs to be given, goals needs to be set and prioritized, and the organisational structure has to be rigged so people can work efficiently within the mandate. 

On the more practical side I believe balanced cross functionality and inclusivity within the operational teams and facilitating leadership to be success factors.

From both public and corporate experience, organisational structures can curb efficient work, and lack of communication and collaboration are problems that does not go away unless you work continuously both within the team, and outwards. 

My biggest fear however is that these services and systems are designed without acknowledging the broad spectre of users, and what an organic and ever changing mess a city in all its facets actually is.

When it comes to ICTs we are at a point where smart phones has changed the majority of western society into screen addicts in just 10 years. As for now a lot of ICTs and new services are based on the same pattern, in an increasing amount of channels. I do not see how this is sustainable, as human ability to concentrate is a scarce resource. 

The ability to simplify interaction and remove distraction, and still be relevant might be a sought after quality. 

Because of this I am afraid the landscape of current ICTs will be messy for a while, with fragmented services competing for attention. But I think it is safe to say that smart solutions, machine learning and AI will have bigger impact than we are able to realize at this point in time.

My biggest fear however is that these services and systems are designed without acknowledging the broad spectre of users, and what an organic and ever changing mess a city in all its facets actually is.

5. What does the term social responsible tell you? Do you see it compatible with crowdsourcing and/or citizen participation in research?

To me social responsibility is about sustainability on all levels and legacy. To work towards improving the state of things from one generation to the next.

My generation has inherited and indulged in a society that is both fantastic and despicable at the same time, with rampant consumerism as a thick and soft blindfold to the consequences of our lifestyles. At the same time so many people are doing great work to improve society both locally and on a bigger scale. 

Social responsibility cannot be a segment on your website, or a greenwashed keynote. If you are in a position to do something. Why not try? It is not like we have time to not do it. It is ok to make money, as long as you are not exploiting others or the environment. 

Since I work with the user-centric design process as my tool, social responsibility is absolutely compatible with what I do. How I as a designer can be more social responsible is to include marginalized users in our research, and try to be aware of their problems when I design services, products and solutions.

If you are in a position to do something. Why not try?

6. Any other thoughts that you would like to share?

Design is by many perceived as light weight and shallow, but I have experienced and believe in the power of it as a tool for change.

The power of design lies in understanding the user and their problems on one side, and how it aids communication between stakeholders, research, design and development teams and users on the other.

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Do you have a question or something to add? Leave a comment below.

This blog post is part of a series where we interview stakeholders about ICT, crowdsourcing, research and urban sustainability. You can take part in the dialogue by using the hashtag #crowds4research 
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