Mental health among students at Aalborg University
Translated title
Mental sundhed blandt studerende på Aalborg Universitet
Authors
Coriand, Freya Lynn Steen ; Lassen, Josefine Kofoed ; Kisant, Maria
Term
4. term
Education
Publication year
2021
Submitted on
2021-05-27
Pages
124
Abstract
This thesis examines how co-creation with users, supported by emotional user journey mapping, can guide the design of new or improved services. Emotional journey mapping traces what people do and how they feel at each step of an experience, so designers can see where things work and where they hurt. The study aims to broaden understanding of service design and its value when expert designers and everyday users bring different perspectives to the same problem. The research is based on a design case about mentally vulnerable students at Aalborg University. Using the four phases of the Double Diamond model (a common step-by-step design process), the team gathered insights and identified opportunities to improve support services for students. To involve participants deeply, the project tested tools such as conversation cards. These cards were especially helpful for a sensitive topic like mental health because they created a shared starting point, made discussions concrete, and encouraged open, honest dialogue. Facilitated workshops with the cards highlighted the service designer’s role in planning, guiding, and keeping momentum. The study treats everyone in the process as an expert: participants are experts in their lived experience, and designers are experts in enabling and structuring the process. It also shows that trust, sensitivity, and empathy - supported by safe, open, and informal settings with warm-ups and ice-breakers - strengthen engagement and reflection. Overall, the thesis argues that service design is not only about the service outcome; the design process itself can be transformative. The thesis closes with reflections on the case, a proposed solution, and directions for future research.
Specialet undersøger, hvordan samskabelse med brugere, støttet af kortlægning af den følelsesmæssige brugerrejse, kan styre udviklingen af nye eller forbedrede services. Kortlægningen viser, hvad mennesker gør, og hvordan de har det i hvert trin af en oplevelse, så man kan se, hvor det fungerer, og hvor det gør ondt. Målet er at udvide forståelsen af servicedesign og dets værdi, når ekspertdesignere og almindelige brugere bringer forskellige perspektiver i spil. Undersøgelsen bygger på et designcase om mentalt sårbare studerende på Aalborg Universitet. Med den firedelte Double Diamond-model (en udbredt, trin-for-trin designproces) blev der indsamlet indsigter og peget på muligheder for at forbedre støttetilbud til studerende. For at involvere deltagerne dybt afprøvede projektet metoder som samtalekort. Kortene var særligt nyttige ved et følsomt emne som mental sundhed, fordi de gav et fælles udgangspunkt, gjorde dialogen konkret og fremmede åben, ærlig samtale. Faciliterede workshops med kortene tydeliggjorde servicedesignerens rolle i at planlægge, guide og sikre fremdrift. Studiet betragter alle i processen som eksperter: deltagerne er eksperter i deres levede erfaringer, og designerne er eksperter i at muliggøre og strukturere processen. Det viser også, at tillid, sensitivitet og empati - understøttet af trygge, åbne og uformelle rammer med opvarmningsøvelser og icebreakers - styrker engagement og refleksion. Samlet set argumenterer specialet for, at servicedesign ikke kun handler om den færdige service; selve designprocessen kan være transformerende. Specialet afsluttes med refleksioner over casen, et løsningsforslag og afsæt for videre forskning.
[This apstract has been rewritten with the help of AI based on the project's original abstract]
Keywords