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Ethical Situations in Service Design: An Explorative Study of how Service Designers Handle Ethically Loaded Situations During the Design Process
Linköping University, Department of Computer and Information Science. Linköping University, Faculty of Arts and Sciences.
2012 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Previous studies have shown that ethically loaded design sit- uations within design currently present themselves as an implicit and non-reflexive activity. Others promote a development of ethi- cal tools which are incorporated within the normal set of methods and tools used during the design process. Within the service de- sign discipline no such research has been identified. In order to shed a light on the ethics within service design this thesis explores the ethical design ecology of service design and gives a first sketch of an ethical baseline for the field. The data collected in the study represents five weeks of shadowing in-house and external service design consultants working in Scandinavia. The data was analyzed by means of the three major normative theories within ethics and the Value-Sensitive Design framework. The analysis tools were ap- plied through a three step process where situations first were iden- tified, then the value-sensitive situations were flagged by means of the VSD-framework. Finally these value-sensitive situations were looked at from an ethical perspective using the three major ethical normative theories, consequentialism, deontology and virtue ethics. The results demonstrate that service designers often approach eth- ical problems in an implicit and ethically consequentialist way and that when ethical situations are dealt with explicitly they are often of a nature in which the consequences of the proposed design solution easily can be foreseen. 

Place, publisher, year, edition, pages
2012. , 76 p.
Keyword [en]
Service Design, Ethics, Ethical Service Design Ecology, Value-Sensitive Design, Value-Sensitive Situations
National Category
Human Computer Interaction
URN: urn:nbn:se:liu:diva-74622ISRN: LIU-IDA/KOGVET-A–12/003–SEOAI: diva2:488880
Subject / course
Cognitive science programme
2011-11-30, Alan Turing, Linköping, 15:00 (Swedish)
Available from: 2012-02-02 Created: 2012-02-02 Last updated: 2012-02-02Bibliographically approved

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Department of Computer and Information ScienceFaculty of Arts and Sciences
Human Computer Interaction

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