Exploration of Digital Facilitation and Service Design of a Digital Learning Experience - A case for The Index Project
Author
Ulset, Kristina
Term
4. term
Education
Publication year
2020
Pages
137
Abstract
This master’s thesis examines digital facilitation and remote collaboration in a case for The Index Project, aiming to design a digital learning experience that teaches Design Thinking for sustainable change in companies, particularly Danish SMEs. The core question is how The Index Project can democratize and adapt its tools and methods into a digital course that motivates and supports teams in practice. The study employs Service Design across a Discover–Define–Develop–Deliver process, including literature and market review, content and competitor audits, context and user insights, participatory design workshops, personas, ideation informed by behavioral science, concept testing, and prototyping in Adobe XD with early (alpha) validation. The research identifies two main uses of digital facilitation: knowledge transfer and process mediation. It highlights practices such as digital gatherings, peer-to-peer feedback, and community forums as central to remote collaboration. User insights indicate perceived high entry barriers for companies and emphasize that community and peer interactions are key to motivating participants across diverse business challenges and ambitions. The thesis concludes that digital facilitation should both provide process convenience and mediate meaningful human connections to drive engagement. It proposes a solution in which the platform trains and supports one local facilitator per company through lessons, expert coaching, and networking with like-minded professionals, so the facilitator feels empowered and supported and can mobilize their team to use the resources.
Denne kandidatafhandling undersøger digital facilitering og fjernsamarbejde i en case for The Index Project med målet om at skabe en digital læringsoplevelse, der underviser i Design Thinking for bæredygtig forandring i virksomheder, særligt danske SMV’er. Projektets centrale spørgsmål er, hvordan The Index Project kan demokratisere og omforme deres værktøjer og metoder til et digitalt kursus, der både motiverer og støtter teams i praksis. Afhandlingen anvender Service Design-tilgange på tværs af en Discover–Define–Develop–Deliver-proces, herunder litteratur- og markedsreview, indholds- og konkurrentaudit, kontekst- og brugerindsigt, deltagende designworkshops, personaer, ideation med adfærdsvidenskab, koncepttest samt prototyping i Adobe XD og tidlig (alpha) validering. Undersøgelsen identificerer to primære anvendelser af digital facilitering: som vidensoverførsel og som procesmediering. Den fremhæver praksisser såsom digitale samlinger, peer-to-peer feedback og fællesskabsfora som centrale elementer i fjernsamarbejde. Brugerindsigter peger på oplevede høje adgangsbarrierer for virksomheder og på, at fællesskab og peer-interaktioner er afgørende for at motivere på tværs af forskellige udfordringer og ambitioner. Afhandlingen konkluderer, at digital facilitering både skal gøre processen bekvem og skabe meningsfulde relationer mellem mennesker for at engagere deltagere. Den foreslår en løsning, hvor platformen uddanner og inspirerer én lokal facilitator per virksomhed gennem træningsforløb, ekspertcoaching og netværk med ligesindede, så facilitatoren føler sig styrket og støttet og dermed kan mobilisere egne teams til at anvende ressourcerne.
[This apstract has been generated with the help of AI directly from the project full text]