The Good Collaboration. A case study of inter- organisational collaborations of non-designers within the Scandinavian non-profit social housing sector.: A case study of inter- organisational collaborations of non-designers within the Scandinavian non-profit social housing sector.
Author
Mosegaard, Maria
Term
4. term
Education
Publication year
2024
Submitted on
2024-10-28
Pages
86
Abstract
Denne afhandling undersøger, hvordan service design-praksisser kan støtte implementeringen af en intern, samarbejdsbaseret service i forbindelse med renoveringssager i en boligorganisation. Gennem et casestudie, udført i samarbejde med en boligorganisation, blev implementeringsforløbet kortlagt via dybdegående interviews med fagfolk og medarbejdere på tværs af afdelinger. Arbejdet mundede ud i anbefalinger til en opdateret og mere grundig håndbog, der skal styrke og skabe fælles retning blandt de aktører, der indgår i renoveringsprocesserne. Casestudiet gav et praksisnært indblik i en branche, hvor mange afdelinger arbejder tværfagligt, og synliggjorde fordele og ulemper ved forskellige metoder, når man designer en samarbejdende service. En central indsigt er, at implementeringen bedst undersøges og afprøves med prototyper i virkelige arbejdssituationer. Sådanne prototyper har størst potentiale for at teste og gøre merværdi synlig for flere afdelinger i organisationen og for slutbrugerne af servicen. Studiet peger også på, at brugerafprøvninger bliver mere værdifulde, når medarbejdere fungerer som testambassadører og tilpasser prototyperne til deres egne behov, men at dette kræver ekstra tid og ressourcer i implementeringsfasen.
This thesis explores how service design practices can support the implementation of an internal, collaborative service in the context of renovation cases within a housing organization. Using a case study conducted in partnership with a housing organization, the implementation process was examined through in-depth interviews with experts and employees across departments. The work resulted in recommendations for an updated, more comprehensive handbook intended to strengthen and align the collaborators involved in renovation processes. The case provided a practical view of an industry where departments work across disciplines and highlighted the pros and cons of different methods for designing a collaborative service. A key finding is that implementation is best studied and tested with prototypes used in real work situations. These real-world prototypes showed the greatest potential for assessing and communicating added value to more departments in the organization and to end users of the service. The study also shows that user tests gain value when employees act as test ambassadors and adapt prototypes to their needs, but that this approach requires additional time and effort during implementation.
[This summary has been rewritten with the help of AI based on the project's original abstract]
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