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Browsing by Author "Miettinen, Satu"

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    Building a Community Through Service Design and Responsiveness to Emotions
    (2021) Soto, Mariluz; Mollenhauer, Katherine; Miettinen, Satu; Sarantou, Melanie
    This chapter focuses on decolonising practices in service design in a quality certification project carried out for a Master of Design programme in Chile. The process resulted in a change of perspective, from that of a strict and formal quality certification process of a postgraduate programme, which is a requirement in the Chilean education system, to one that involved the co-definition and co-creation of a community. Measures of improvement of the programme were explored by integrating sensitive and fundamental emotions identified by the students, graduates and teachers of the programme. The research methods for data collection included workshops, surveys and collecting testimonials. Significant findings illuminated the role of the service designer/facilitator as the promoter of dialogue and creator of an optimal atmosphere for co-creation, and how decolonising approaches in service design through a continuous process of reflection on achievements and emotional and behavioural processes strengthened a sense of belonging and collaboration throughout the process.
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    The flow of emotions in co-creation
    (2021) Soto, Mariluz; Beaulé, Caoimhe Isha; Miettinen, Satu
    Co-creation is a broadly used practise among service designers, as a workshop is an effective way to build new solutions or improvements together. The focus of this article is on the emotions arising before and during the co-creation workshop and a reflection on what influences them. The first purpose of this article is to deepen the understanding of emotions that emerge in the co-creation workshops that are commonly encountered by the different participants. The second purpose is to determine if there are other factors that influence the experience of co-creation. In this article, emotions are considered a human response—consciously or unconsciously—that connects human beings with their surroundings. This connection has an impact on people’s emotions and determines their experience, attitude, behaviours and interactions in the workshop environment.

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