Supporting Safer Digital Spaces

Curated on Posted on by Stefaan Verhulst

Report by Suzie Dunn, Tracy Vaillancourt and Heather Brittain: “Various forms of digital technology are being used to inflict significant harms online. This is a pervasive issue in online interactions, in particular with regard to technology-facilitated gender-based violence (TFGBV) and technology-facilitated violence (TFV) against LGBTQ+ people. This modern form of violence perpetuates gender inequality and discrimination against LGBTQ+ people and has significant impacts on its targets.

As part of a multi-year research project Supporting a Safer Internet (in partnership with the International Development Research Centre) exploring the prevalence and impacts of TFGBV experienced by women, transgender, gender non-conforming and gender-diverse people, as well as TFV against LGBTQ+ individuals, an international survey was conducted by Ipsos on behalf of the Centre for International Governance Innovation (CIGI). The survey examined the influence of gender and sexual orientation on people’s experiences with online harms, with a focus on countries in the Global South. Data was collected from 18,149 people of all genders in 18 countries.

The special report provides background information on TFGBV and TFV against LGBTQ+ people by summarizing some of the existing research on the topic. It then presents the quantitative data collected on people’s experiences with, and opinions on, online harms. A list of recommendations is provided for governments, technology companies, academics, researchers and civil society organizations on how they can contribute to addressing and ending TFV…(More)”

(Read the Supporting Safer Digital Spaces: Highlights here.; Read the French translation of the Highlights here.)

Systems Thinking, Big Data and Public Policy

Curated on Posted on by Stefaan Verhulst

Article by Mauricio Covarrubias: “Systems thinking and big data analysis are two fundamental tools in the formulation of public policies due to their potential to provide a more comprehensive and evidence-based understanding of the problems and challenges that a society faces.

Systems thinking is important in the formulation of public policies because it allows for a holistic and integrated approach to addressing the complex challenges and issues that a society faces. According to Ilona Kickbusch and David Gleicher, “Addressing wicked problems requires a high level of systems thinking. If there is a single lesson to be drawn from the first decade of the 21st century, it is that surprise, instability and extraordinary change will continue to be regular features of our lives.”

Public policies often involve multiple stakeholders, interrelated factors and unintended consequences, which require a deep understanding of how the system as a whole operates. Systems thinking enables policymakers to identify the key factors that influence a problem and how they relate to each other, enabling them to develop solutions that more effectively address the issues. Instead of trying to address a problem in isolation, systems thinking considers the problem as part of a whole and seeks solutions that address the root causes.

Additionally, systems thinking helps policymakers anticipate the unintended consequences of their decisions and actions. By understanding how different components of the system interact, they can predict the possible side effects of a policy in other areas. This can help avoid decisions that have unintended consequences…(More)”.

Design of services or designing for service? The application of design methodology in public service settings

Curated on Posted on by Stefaan Verhulst

Article by Kirsty Strokosch and Stephen P. Osborne: “The design of public services has traditionally been conducted by managers who aim to improve efficiency. In recent years though, human-centred design has been used increasingly to improve the experience of public service users, citizens and public service staff (Trischler and Scott, 2016). Design also encourages collaboration and creativity to understand problems and develop solutions (Wetter-Edman et al., 2014). This can include user research to understand current experiences and/or testing prototypes through quick repeated cycles of re-design.

To date, there has been little primary research on the application of design approaches in public service settings (Hermus, et al., 2020). Our article just published in Policy & Politics, Design of services or designing for service? The application of design methodology in public service settings, seeks to fill that gap.

It considers two cases in the United Kingdom: Social Security services in Scotland and Local Authority services in England. The research explores the application of design, asking three important questions: what is being designed, how is service design being practised and what are its implications?…

The research also offers three important implications for practice:

  1. Service design should be applied pragmatically. A one-size-fits-all design approach is not appropriate for public services. We need to think about the type of service, who is using it and its aims.
  2. Services should be understood in their entirety with a holistic view of both the front-end components and the back-end operational processes.  However, the complex social and institutional factors that shape service experience also need to be considered.
  3. Design needs flexibility to enable creativity. Part of this involves reducing bureaucratic work practices and a commitment from senior managers to make available the time, resources and space for creativity, testing and iteration. There needs to be space to learn and improve…(More)“.

Design for a Better World

Curated on Posted on by Stefaan Verhulst

Book by Don Norman: “The world is a mess. Our dire predicament, from collapsing social structures to the climate crisis, has been millennia in the making and can be traced back to the erroneous belief that the earth’s resources are infinite. The key to change, says Don Norman, is human behavior, covered in the book’s three major themes: meaning, sustainability, and humanity-centeredness. Emphasize quality of life, not monetary rewards; restructure how we live to better protect the environment; and focus on all of humanity. Design for a Better World presents an eye-opening diagnosis of where we’ve gone wrong and a clear prescription for making things better.

Norman proposes a new way of thinking, one that recognizes our place in a complex global system where even simple behaviors affect the entire world. He identifies the economic metrics that contribute to the harmful effects of commerce and manufacturing and proposes a recalibration of what we consider important in life. His experience as both a scientist and business executive gives him the perspective to show how to make these changes while maintaining a thriving economy. Let the change begin with this book before it’s too late…(More)”

Data in design: How big data and thick data inform design thinking projects

Curated on Posted on by Stefaan Verhulst

Paper by Marzia Mortati, Stefano Magistretti , Cabirio Cautela, and Claudio Dell’Era: “Scholars and practitioners have recognized that making innovation happen today requires renewed approaches focused on agility, dynamicity, and other organizational capabilities that enable firms to cope with uncertainty and complexity. In turn, the literature has shown that design thinking is a useful methodology to cope with ill-defined and wicked problems. In this study, we address the question of the little-known role of different types of data in innovation projects characterized by ill-defined problems requiring creativity to be solved. Rooted in qualitative observation (thick data) and quantitative analyses (big data), we investigate the role of data in eight design thinking projects dealing with ill-defined and wicked problems. Our findings highlight the practical and theoretical implications of eight practices that differently make use of big and thick data, informing academics and practitioners on how different types of data are utilized in design thinking projects and the related principles and practices…(More)”.

How Design is Governance

Curated on Posted on by Stefaan Verhulst

Essay by Amber Case: “At a fundamental level, all design is governance. We encounter inconveniences like this coffee shop every day, both offline and in the apps we use. But it’s not enough to say it’s the result of bad design. It’s also a result of governance decisions made on behalf of the customers during the design process.

Michel Foucault talked about governance as structuring the field of action for others. Governance is the processes, systems, and principles through which a group, organization, or society is managed and controlled.

Design not only shapes how a product or service will be used, but also restricts or frustrates people’s existing or emergent choices, even when they’re not a user themselves. My neighbor at the cafe, who now has a Mac power cord snaked under her feet, can attest to that.

In a coffee shop, we’re lucky that we can move chairs around or talk with other customers. But when it comes to apps, most people cannot move buttons on interfaces. We’re stuck.

When we create designs, we’re basically defining what is possible or at least highly encouraged within the context of our products. We’re also defining what is discouraged.

To illustrate, let’s revisit this same cafe from a governance perspective…(More)”.

Design thinking was supposed to fix the world. Where did it go wrong?

Curated on Posted on by Stefaan Verhulst

Article by Rebecca Ackermann: “…But in recent years, for a number of reasons, the shine of design thinking has been wearing off. Critics have argued that its short-term focus on novel and naive ideas has resulted in unrealistic and ungrounded recommendations. And they have maintained that by centering designers—mainly practitioners of corporate design within agencies—it has reinforced existing inequities rather than challenging them. Years in, “innovation theater”— checking a series of boxes without implementing meaningful shifts—had become endemic in corporate settings, while a number of social-impact initiatives highlighted in case studies struggled to get beyond pilot projects. Meanwhile, the #MeToo and BLM movements, along with the political turmoil of the Trump administration, have demonstrated that many big problems are rooted in centuries of dark history, too deeply entrenched to be obliterated with a touch of design thinking’s magic wand. 

Today, innovation agencies and educational institutions still continue to sell design thinking to individuals, corporations, and organizations. In 2015, IDEO even created its own “online school,” IDEO U, with a bank of design thinking courses. But some groups—including the d.school and IDEO itself—are working to reform both its principles and its methodologies. These new efforts seek a set of design tools capable of equitably serving diverse communities and solving diverse problems well into the future. It’s a much more daunting—and crucial—task than design thinking’s original remit…(More)”.

Effects of digitalization on the human centricity of social security administration and services

Curated on Posted on by Stefaan Verhulst

ILO Working paper 87: “Human-centered social security administrations keep the human dimension in control of decision-making. This is made possible through the insight to be gained from digital data-driven innovation in policy and governance and managerial reforms. Moreover, there are risks associated with collecting and analysing people’s digital data analysed and using it to further automate business processes. Human centricity is examined in this paper, through a human + machine approach, starting with social policy through to service delivery. Machines using AI and related technologies are designed to aug¬ment rather than replace human decision-making capability. This augmentation approach is essential in matters where discretion, compassion, reasoning, judgement, and empathy are essential for equity, fair¬ness, and fiscal responsibility within social security administration. This working paper presents a series of vignette style case studies (13) as examples of digitisation and/or digitalisation in the context of human centricity in social security administration…(More)”.

Design-led policy and governance in practice: a global perspective

Curated on Posted on by Stefaan Verhulst

Paper by Marzia Mortati, Louise Mullagh & Scott Schmidt: “Presently, the relationship between policy and design is very much open for debate as to how these two concepts differ, relate, and interact with one another. There exists very little agreement on their relational trajectory with one course, policy design, originating in the policy studies tradition while the other, design for policy, being founded in design studies. The Special Issue has paid particular attention to the upcoming area of research where design disciplines and policy studies are exploring new ways toward convergence. With a focus on design, the authors herein present an array of design methods and approaches through case studies and conceptual papers, using co-design, participatory design and critical service design to work with policymakers in tackling challenging issues and policies. We see designers and policymakers working with communities to boost engagement around the world, with examples from the UK, Latvia, New Zealand, Denmark, Turkey, the UK, Brazil and South Africa. Finally, we offer a few reflections to build further this research area pointing out topics for further research with the hope that these will be relevant for researchers approaching the field or deepening their investigation and for bridging the academic/practice divide between design studies and policy design…(More)”.

Closing the gap between user experience and policy design 

Curated on Posted on by Stefaan Verhulst

Article by Cecilia Muñoz & Nikki Zeichner: “..Ask the average American to use a government system, whether it’s for a simple task like replacing a Social Security Card or a complicated process like filing taxes, and you’re likely to be met with groans of dismay. We all know that government processes are cumbersome and frustrating; we have grown used to the government struggling to deliver even basic services. 

Unacceptable as the situation is, fixing government processes is a difficult task. Behind every exhausting government application form or eligibility screener lurks a complex policy that ultimately leads to what Atlantic staff writer Anne Lowrey calls the time tax, “a levy of paperwork, aggravation, and mental effort imposed on citizens in exchange for benefits that putatively exist to help them.” 

Policies are complex, in part because they each represent many voices. The people who we call policymakers are key actors in governments and elected officials at every level from city councils to the U.S. Congress. As they seek to solve public problems like child poverty or improving economic mobility, they consult with experts at government agencies, researchers in academia, and advocates working directly with affected communities. They also hear from lobbyists from affected industries. They consider current events and public sentiments. All of these voices and variables, representing different and sometimes conflicting interests, contribute to the policies that become law. And as a result, laws reflect a complex mix of objectives. After a new law is in place, relevant government agencies are responsible for implementing them by creating new programs and services to carry them out. Complex policies then get translated into complex processes and experiences for members of the public. They become long application forms, unclear directions, and too often, barriers that keep people from accessing a benefit. 

Policymakers and advocates typically declare victory when a new policy is signed into law; if they think about the implementation details at all, that work mostly happens after the ink is dry. While these policy actors may have deep expertise in a given issue area, or deep understanding of affected communities, they often lack experience designing services in a way that will be easy for the public to navigate…(More)”.