Using Narrative Research and Portraiture to Inform Design Research

Golsteijn, Connie; Wright, Serena

doi:10.1007/978-3-642-40477-1_19

Cited by 16 publications

(13 citation statements)

References 33 publications

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“…They are methodologically advantageous in exploratory research in that they allow significantly rich data to be collected over a short period; the need for extensive individual interviews is therefore not required. Increasingly, creative methods such as 'human and computer interaction' design techniques are being employed within qualitative social research (Golsteijn and Wright, 2013), in order to gain meaningful data. Friedman (2003) argues that "…design involves solving problems, creating something new, or transforming less desirable situations to preferred situations.…”

Section: Methodsmentioning

confidence: 99%

Designing hate crime reporting devices: An exploration of young LGBT+ people’s report needs

Pickles

2019

Journal of LGBT Youth

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This paper reports on an exploratory study, which gathered LGBT+ young people's (aged 15-22) experiences and perceptions of hate crime. Two design-led workshops were conducted in the North East of England, with the aim of identifying the reporting needs of LGBT+ young people. Participants in the first workshop were asked what types of 'hate' scenarios they would report to the police. Participants in the second workshop were asked to design hate crime reporting devices. Young people were ambivalent about reporting their experiences to the police as their victimization was intimately tied to people they were connected with (parents, school peers, acquaintances). They highlighted a variety of response needs when reporting victimization. This article argues that acts of bullying and acts of anti-LGBT+ hate crime are symmetrical in their tangibility. LGBT+ youth victimization is currently framed, within scholarly discourse, as a bullying issue involving peer victimization. However, the criminological discourse on LGBT+ adult victimization is framed as hate crime. The data provided bridges this gap by conceptualizing youth victimization as a form of hate crime, an important contribution in recognizing the report needs of young LGBT+ people.

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Section: Methodsmentioning

confidence: 99%

Designing hate crime reporting devices: An exploration of young LGBT+ people’s report needs

Pickles

2019

Journal of LGBT Youth

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“…Respected authors in the field of narrative inquiry were investigated to draw up pointers to write participant narratives and transform them into public documents, which would be accepted in the scientific community (Bolivar 2002:16). In the absence of Deborah Lees & André Van Zyl a fixed set of guidelines for writing up biographical narrative portraits of experience, the narrative research work of various authors (Bruner 1987;Bolivar 2002;Riessman 2008;Somekh and Lewin 2011;Maitlis 2012;Golsteijn and Wright 2013;Kim 2016) were drawn on to write them. It may be said that there can never be one set of guidelines for writing up a narrative portrait as such a thing is an art, and the artist (author) participates creatively in the process.…”

Section: Portraitsmentioning

confidence: 99%

Honoring Student “Voice” in Investigating Student Identity Development in a Narrative Study: A Methodological and Analytical Example

Lees¹,

Zyl²

2022

QSR

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Multiple, interrelated narrative methods were employed in a doctoral study purposed to investigate the student identity development of seven first-year participants. This approach provided them with multiple opportunities to convey their unique first-year experiences and revealed rich understandings of how they constructed their identities at a private higher education provider in Johannesburg, South Africa. The purpose of this article is to demonstrate that fostering the trust of participants ensured the formation of rich biographical narrative portraits through multiple narrative-type collection methods and forms of analyses, resulting in rich tapestries of personal experience, which were constitutive of their identity formation. Each participant’s narratives revealed their particularities, complexities, and unique experiences of their first year. Although each participant experienced their first year of study very differently, this article weaves in the first-year experiences of one person into its fabric. The narrations of Kondwani (pseudonym), a Zambian student, are used to illustrate how her voice emerged and was held in a trustful research relationship. Her case is representative of all the participants in that it is an exemplar to illustrate the richness of the individual narratives gleaned from carefully chosen methods and forms of analysis that were employed in the study.

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“…Narrative Analysis combines epistemology and anthropology by relating a human experience of a certain phenomenon and overlaying this with how a knowledge structure, or storyline is built to understand the interplay between characters and events within that experience (Sinclair Bell 2002). The analysis format takes the shape of the story plot, roles of the characters, trigger points, chains of causation and the conclusion to provide structure and context to human experiences (Golsteijn & Wright 2013). Narrative Analysis' strength as an analysis tool is to draw out users' tacit needs, those unspoken or unarticulated desires that are not easily accessed through direct questions (Pucillo et al 2014;Clandinin & Rosiek 2007).…”

Section: Narrative Analysis Workhopmentioning

confidence: 99%

Using Ethnography and Narrative Analysis to Uncover Customer Agency: Intrepid Travel's Online Booking Project

Watson¹

2019

Ethnographic Praxis

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This paper draws on a discovery research project focused on the customer experience of Intrepid Travel's automated booking system. The Data Analytics team initially investigated customer behaviour when booking and found problems with high exit rates on the first and second steps of the 3-step booking process. A paradox was also found between the numeric NPS and CES scores for booking, and comments which revealed high volumes of customers requiring assistance from customer service to complete their online booking. The Product Manager for this project prioritised an extended discovery research phase to provide a more holistic understanding of the customer experience of online booking and answer some questions that arose from customer behaviours highlighted by the Data Analytics team. The UX Researcher's task was to design a research project that would analyse why customers were struggling to complete Intrepid Travel's automated booking process and provide recommendations to improve this system for a better customer experience.The UX Researcher designed a qualitative research project with an ethnographic approach, which aimed to provide a detailed understanding of customer experience of Intrepid Travel's automated booking system. The project involved real customers completing actual online bookings, with participants from Australia, North America and Europe having their face, screen and voice being recorded in discussion with a moderator. These usability sessions highlighted customer's experience of decision-making, especially how the design of the booking system impacted a customer's sense of confidence, clarity and control. Ultimately, the results from this study demonstrated that Intrepid Travel's automated booking system negatively impacted customer's sense of agency in relation to their booking. The design and functionality of the choices presented to customers removed their ability to make decisions independently and instead caused confusion and a feeling of loss of control for customers. Using real customers who were engaged emotionally and psychologically with the booking process was crucial in uncovering agency as a causal factor in a negative customer experience with Intrepid Travel's booking system.These details of the customer experience were highlighted in collaborative workshops with stakeholders and the product team facilitated by the UX Researcher. Two synthesis and analysis workshops were conducted with the aim of bringing stakeholders closer to the customer experience and engaging them directly with customer research. The Narrative Analysis workshop especially was impactful in drawing out customer's tacit needs, highlighting customer agency as integral to positive engagement with an automated system. Both collaborative workshops were successful in engaging stakeholders in how online systems can fundamentally impact customers emotionally and psychologically and pushing the customer journey beyond highlighting 'pain points' to solve with design.This case study demonstrates the value of digital ethnog...

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Using Narrative Research and Portraiture to Inform Design Research

Cited by 16 publications

References 33 publications

Designing hate crime reporting devices: An exploration of young LGBT+ people’s report needs

Designing hate crime reporting devices: An exploration of young LGBT+ people’s report needs

Honoring Student “Voice” in Investigating Student Identity Development in a Narrative Study: A Methodological and Analytical Example

Using Ethnography and Narrative Analysis to Uncover Customer Agency: Intrepid Travel's Online Booking Project

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