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A Simple System for the Complicated Cases? Using Service Design Methods to Visualize Work Practice

Authors:
Kathinka Olsrud Aspvin
Guri B. Verne

Keywords: CSCW, Practice, Ethnography, Service Design, Visualization

Abstract:
This paper presents a study of work practice at the Norwegian Agency for Quality Assurance in Education (NOKUT), a Norwegian agency working with recognition of foreign education. Through ethnographic field studies and methods from service design, we explore, analyze and visualize the steps of a digital case handling practice. We show how cases and case handling practice vary in complexity due to different circumstances, and how levels of complexity are not dependent on the type of case handling system used. Further, we discuss how this rich variety of cases would benefit from different levels of digital system support in order to support and not hamper the case handling process.

Pages: 68 to 75

Copyright: Copyright (c) IARIA, 2020

Publication date: March 22, 2020

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-761-0

Location: Valencia, Spain

Dates: from November 21, 2020 to November 25, 2020