Abstract
This work investigates how co-creation workshops, in which user journeys and personas are developed jointly with workshop participants, can be made as inclusive as possible for a wide range of participants and thus personas and journeys. The discussion is based on five recent research projects with 28 workshops in total and more than 78 participants, resulting in 31 user journeys and 25 personas. The lessons learned have been summarized as best-practice recommendations for the implementation of inclusive persona work and journey mapping. It is shown that both physical and virtual journey mapping workshops may result in a great diversity of personas and variety of journeys, provided that the participants are highly diverse, that universally designed tools and aids are used, and that inclusive techniques and protocols are followed.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Schneider, J., Stickdorn, M.: This is Service Design Thinking: Basics, Tools, Cases. Wiley (2011)
Durga, A.K., Kanaka Durga, A.: Tools for Design Thinking. Design Thinking, pp. 3–13 (2022). https://doi.org/10.1201/9781003189923-2
Bjerknes, G., Bratteteig, T.: User participation and democracy: a discussion of scandinavian research on system development. Scand. J. Inf. Syst. 7, 1 (1995)
Ladner, R.E.: Design for user empowerment. Interactions 22, 24–29 (2015)
Henni, S.H., Maurud, S., Fuglerud, K.S., Moen, A.: The experiences, needs and barriers of people with impairments related to usability and accessibility of digital health solutions, levels of involvement in the design process and strategies for participatory and universal design: a scoping review. BMC Public Health 22, 35 (2022)
Bennett, C.L., Shinohara, K., Blaser, B., Davidson, A., Steele, K.M.: Using a Design Workshop To Explore Accessible Ideation. Association for Computing Machinery (2016)
Schulz, T., Skeide Fuglerud K.: Creating personas with disabilities. In: Miesenberger, K., Karshmer, A., Penaz, P., Zagler, W. (eds.) Computers Helping People with Special Needs. ICCHP 2012. LNCS, vol. 7383. Springer, Berlin, Heidelberg (2022). https://doi.org/10.1007/978-3-642-31534-3_22
uglerud, K.S., Schulz, T., Janson, A.L., Moen, A.: Co-creating persona scenarios with diverse users enriching inclusive design. In: Antona, M., Stephanidis, C. (eds.) Universal Access in Human-Computer Interaction. Design Approaches and Supporting Technologies. HCII 2020. LNCS, vol. 12188. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-49282-3_4
Francioni, F.: The Upfront Guide to Designing Inclusive Personas. In: Usability Geek [Internet]. 9 Apr 2020 [cited 27 Jan 2023]. https://usabilitygeek.com/the-upfront-guide-to-design-inclusive-personas/
Fuglerud, K.S., Halbach, T., Snaprud, M.: involving diverse users for inclusive technology development. In: IADIS International Conference on Interfaces and Human Computer Interaction 2021 (part of MCCSIS). IADIS Press (2021). http://www.iadisportal.org/digital-library/iadis-international-conference-interfaces-and-human-computer-interaction-ihci
Janson, A.L., Moen, A., Fuglerud, K.S.: Design of the capable health empowerment tool: citizens’ needs and expectations. Stud Health Technol. Inform. 270, 926–930 (2020)
Fuglerud, K.S., Tunold, S., Kjæret, K.: Social contact for older people with visual impairment through mastery of smartphones: barriers and suggested solutions. In: Verma, I. (ed.) Universal Design 2021: From Special to Mainstream Solutions, pp. 415–428. IOS Press (2021)
Simulation Interoperability Standards Organization. SISO-GUIDE-006–2018 – Guideline on Scenario Development for Simulation Environments (2018)
Hannay, J.E., Fuglerud, K.S., Leister, W., Schulz, T.: Scenario design for healthcare collaboration training under suboptimal conditions. In: Duffy, V.G. (ed.) Digital Human Modeling and Applications in Health, Safety, Ergonomics and Risk Management Health, Operations Management, and Design, pp. 197–214. Springer International Publishing, Cham (2022)
Joyce A. Journey-Mapping Impact: Research Findings. In: Nielsen Norman Group [Internet]. 19 Dec 2021 [cited 28 Sep 2022]. Available: https://www.nngroup.com/articles/journey-mapping-impact/
OsloEconomics. Kunnskapsstatus – konsekvenser av fjernundervisning og universell utforming av digitale møteplattformer. 2022 Jan. Report No.: 2021–68
Tollefsen, M., Lunde, M., Sandnes, F.E., Herstad, J., Olaussen, E., Knarlag, K.: Universell utforming av webinarer – Universell utforming av webinarer Tips for å få med alle i digital læring og samarbeid. Media LT (2020)
Kommunesektorens interesseorganisasjon. Ny tjenestereise. In: KS [Internet]. 2019 [cited 31 Jan 2023]. https://www.ks.no/fagomrader/innovasjon/innovasjonsledelse/veikart-for-tjenesteinnovasjon/alle-verktoy/ny-tjenestereise/
Acknowledgements
This research is partially supported by the Norwegian Research Council under project number 321059 Close the Gap – Simulation-based training for collaboration within and between healthcare services.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Halbach, T., Fuglerud, K.S., Schulz, T.W. (2023). Best Practice for Inclusive Journey Mapping and Diversity in User Participation. In: Antona, M., Stephanidis, C. (eds) Universal Access in Human-Computer Interaction. HCII 2023. Lecture Notes in Computer Science, vol 14020. Springer, Cham. https://doi.org/10.1007/978-3-031-35681-0_4
Download citation
DOI: https://doi.org/10.1007/978-3-031-35681-0_4
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-35680-3
Online ISBN: 978-3-031-35681-0
eBook Packages: Computer ScienceComputer Science (R0)