Interaction Design Master's Thesis

Alisa Avigan

Please,

Indiana University School of Informatics and Computing

Advisor

Won’t You Be My Neighbor?

Prof. Thomas Mitchell Associate Professor Apparel Merchandising & Interior Design

1694 Thesis 2015 Human-Computer Interaction Design Program

Designing a Safe & Inclusive Neighborhood Network

Table of Contents

Chapter 1

Chapter 2

Chapter 3

Chapter 4

Chapter 5

Chapter 6

Problem Space

• Issue • Research Question • Observations

pp. 5-7

Framing • • • •

Hypothesis Proposal Scope Guiding Questions

pp. 8-15

Process - Overview • Double Diamond Diagram

pp. 16-19

Process - Gather

• Competitive Analysis • Probe Creation • Interview with Probe

pp. 20-27

Process - Induce

• Affinity Diagramming • Insight Generation

pp. 28-35

Process - Produce

• Design Recommendations • Scenarios + Concepts

pp. 36-59

Chapter 7

Chapter 8

Chapter 9

Chapter 10

Chapter 11

Chapter 12

Process - Contextualize • Future Strategies • Reflection

Appendix I

• Competitive Analysis

Appendix II

• Interview Probe Concepts I-X

Appendix III

• Interview Guide

Appendix IV

• Insights + Quotes

Appendix V • Works Cited

pp. 60-73

pp. 74-77

pp. 78-107

pp. 108-131

pp. 132-147

pp. 148-160

A neighbor is great, because it’s the help you didn’t even know you needed.

I always wished that one of my neighbors in New York, would stop and introduce themselves, but they never did.

We want to help each other, but we just don’t know how. We’re so private.

J.R. - Interview Subject 1

Chapter

Title

Sections

1

Problem Space • Issue • Research Question • Observations

Problem Space

Issue

American neighborhoods are segregated by race, class and culture. This notion of modern day segregation is substantiated by the color coded maps created by Dustin Cable of the University of Virginia, who uses data from the 2010 Census, to show the stark racial boundaries that divide residents across major U.S. cities. Even within these subgroups, neighbors tend to remain isolated, interacting little with one another. According to surveys conducted by Nextdoor, a neighborhood network application, 1/3 of U.S. residents express a desire to get better acquainted with their neighbors.

Vanhemert, 2013

Meece, 2012

Do Americans desire to form relationships with their neighbors? If so, what would be Research Question the essential qualities of a design that would successfully encourage neighbors to interact with one another and form mutually beneficial relationships?

•

Everyone needs help in their daily lives.

People will often turn to friends and family during times of need, even though turning to a neighbor might be a more convenient option.

Observations

•

Sharing a common background is often a prerequisite to the forming of social relationships, as easy to identify similarity is the basis for comfortable conversation between two parties.

This phenomenon is known as homophily. In contrast, sharing a common background is often not essential when helping someone out with a favor or service.

Miller, Smith-Lovin, Cook, 2001

Bloomington Apartment Complex, Avigan 2015

6

It’s because I don’t know my neighbors that I don’t ask them for help.

In order to receive, you have to give.

That’s kind of how I am.

J.B. - Interview Subject 2

Chapter

Title

Sections

2

Framing

• Hypothesis • Proposal • Scope • Guiding Questions

Framing

•

A significant number of Americans do desire to form relationships with their neighbors, even though the current tendency toward anti-socialization would suggest otherwise.

Hypothesis

•

If trust can be built, neighbors would be able to successfully reciprocate help in times of need, without having to share a common background.

•

Help-based relationships deserve further attention, because this type of relationship can potentially bridge the gap between neighbors hailing from different backgrounds, creating less segregated, more connected, safer communities.

•

Investigate the essential qualities of a design that would successfully enable neighbors to offer and receive help through reciprocating favors and services.

Proposal

•

Draft a preliminary list of recommendations for designing such a system, accompanied by design scenarios and concepts that embody those recommendations.

•

Present a strategic plan outlining future steps for completing this project as well as a final reflection that contextualizes the project within a broader scope of similar initiatives.

Bloomington, Indiana Neighborhood, Avigan 2015

10

Framing

Scope

Testing the viability of such a system to bridge cross-cultural gaps between neighbors, would require designing, building, unleashing such a system out into the world and observing how people use it over a long-term period. Although completing such an endeavor would exceed the scope of a semester-long Capstone project, I propose to dedicate this semester to launching the first phase of this initiative. Although I won’t be able to confirm my hypothesis on the bridging effects such a system might have on society, I hope to discover the necessary qualities and considerations for building such a system. What do people want, need and desire from their neighbors, if anything? What are the primary issues and concerns that arise from operating such a system? What are some design recommendations and concepts that would address these discovered needs and issues? These are the overarching questions that will guide and constrain the scope of my Capstone project over the course of the semester.

Guiding Questions • • • • • • • •

My overarching research questions can be broken down into the following sub-questions:

What do neighbors need help with?

Do they wish they had more support in their daily lives?

When does a favor become a job that should be paid for?

What are the risks involved in asking for help?

Do people trust their neighbors?

Are automated features that ensure security perceived to be trustworthy or overbearing?

Can a credit system be used to build trust?

Are neighbors more inclined to ask neighbors in close proximity for favors?

Bloomington, Indiana Apartment Complex, Avigan 2015

12

Framing: Guiding Questions

• • • • • •

• • • • • • • • • • • • • •

Does proximity affect trust?

How do people define the word, “neighbor?”

What do people want to know about someone before they ask him/her for help?

What information helps users judge trustworthiness?

Can language barriers affect trust?

What kind of verification process do subjects want neighbors to go through and wouldn’t mind undergoing themselves?

How much information should be displayed about a user and what kind of information?

Is compensation expected in return for a favor?

If so, what is the most desirable mode of compensation for a favor? Credit? Cash? Other?

How do subjects interpret “favor credit?”

What mode of compensation helps best build a sense of community? Credit? Cash? Other?

How do relationships and expectations change based on mode of compensation?

Is it more difficult to leave an honest review for a neighbor that you see daily than for a service provider or stranger?

Is it appropriate to review and rate someone based on a rendered favor that they may not be compensated for?

Does the mode of compensation change the nature of how neighbors may review and rate?

Is having the ability to customize who you share information with desirable? Is it ethical?

Would people rather engage with individuals or groups when asking for help? Why or why not?

Do users trust individuals or groups more?

How should groups be run and governed?

What qualities are neighbors looking for in group members?

Bloomington, Indiana Apartment Complex, Avigan 2015

14

It’s not about one relationship for me, but about a network of them and maybe you’re paying it forward.

Neighbor X is watching your pet, but you are cooking Neighbor Y dinner.

One time, one of my neighbors called me up, because she was baking and ran out of eggs. It was one of the happiest moments for me to give her that egg.

This is what neighbors should be about.

J.G. - Interview Subject 3

Chapter

Title

Sections

3

Process Overview Double-Diamond Diagram

Process

My design process consisted of the following four phases: gather, induce, produce, and contextualize.

Overview

Gather

•

competitive

Induce

•

analysis •

interview with probes

•

affinity

•

Produce

Contextualize

design

•

diagramming

recommen-

insight

dations

generation

•

future strategies

•

reflection

scenarios

The double-diamond process is characterized by the broadening and focusing of an exploration. During the Gather phase, I broadened my knowledge through research and data collection.

During the Induce phase, I focused my exploration through evaluating and refining the collected data into a finite number of insights and diagrams. During the Produce phase, I again broadened my exploration through proposing a series of scenarios and concepts that addressed those finite number of insights. And finally, I once again focused my exploration during the Contextualize phase by positioning my project within a broader initiative and design space.

Edgewater Neighborhood, Chicago, Avigan 2015

18

I’m friendly and outgoing, but it’s hard for me to feel community, because I never had it.

I think block parties are great and you do get to know people. So when you see someone you don’t know, then you are like, ‘who is that strange person at so and so’s house?’ when they are away.

T.B. - Interview Subject 4

Chapter

Title

Sections

4

Process Gather • Competitive Analysis • Probe Creation • Interview with Probe

Gather

Competitive Analysis

I began my data gathering process by conducting a Competitive Analysis.

“The basic idea of competitive analysis is to line up competitors sideby-side and highlight similarities and differences on selected points of comparisons. This will disclose expectations from users who are used to other sites, and best practices in everything from interface design to offered features.”

Arvola, Lundberg and Holmlid, 2010

Since the final goal of this project is to design a platform that enables neighbors to offer their help to one another, I began my process by scoping out the current landscape of platforms that connect users offering various non-corporate services to one another. Through doing a competitive analysis of four successful sites of this genre - Airbnb, TaskRabbit, Skillshare and NextDoor, I was able to identify design conventions that characterize this design space as well as better understand the context in which my Capstone project is situated. See Appendix I for the full competitive analysis.

The second stage of my data gathering process Probe Creation entailed designing a probe to be used as the centerpiece for my interviews. According to Leo Frishberg, Product Design Manager at Intel Corporation, “Users respond more intensely to objects than they do to questions.”

Frishberg, 2006

Human relationships are intangible and often complicated.

Introspecting on relationships is often challenging, which explains why those with financial means often resort to what might result in years of therapy to understand their personal relationships.

Competitive Analysis Sample

22

Home Screen

Verification •

•

photos depicting eyecatching destinations, listings and rates search icon on lower menu

• • •

• •

• •

icons representing different categories of services photos depicting trending services and rates

•

•

• • •

•

search icon on top menu “categories” tab on top menu photos depicting trending classes by category

newsfeed where users can post what they need help with

upload a copy of a driver’s license or passport upload a profile picture with contact information link other online accounts such as Facebook or Linkedin confirm contact information reviews

The site vets Taskers by running an identity check, a criminal record check, an in-person interview and an app orientation session.

Those paying for tasks don’t appear to go through any vetting process.

•

There doesn’t appear to be any verification process as all interactions occur online.

•

The address of all members is verified through a phone call, credit card, SSN, postcard or confirmed via a neighbor who is already verified..

23

Gather: Probe Creation

Therefore, subjects may find it difficult to provide insightful answers during a short interview regarding their relationships with their neighbors, especially if those relationships are tenuous at best. In these situations, where it is difficult to introspect, subjects may resort to unintentionally inventing answers that although might sound reasonable, might not hold true.

Wilson + Dunn, 2004

So instead of directly asking my subjects about their relationships with their neighbors, I decided to center my interview around a probe.

The probe I created consisted of a series of wireframes that reflected concepts for the neighbor-to-neighbor help network that I eventually intend to create. The wireframes were designed based off of the design patterns I uncovered in the Competitive Analysis as well as my own assumptions about what neighbors might or might not want in such a platform. To view the entire probe, see Appendix II. One of the primary benefits of the probe was its ability to make tangible a series of scenarios relevant to my research area that could interact with my subjects and elicit real-time, observable reactions from them. In contrast, in a traditional interview, I would have to rely on my subjects’ ability to introspect and truthfully recount their feelings toward their neighbors as well as the reasons for those feelings. In addition, the probe also allowed me to confront my subjects with unprecedented situations and observe their reactions. In contrast, in a traditional interview, I would be constrained to asking questions only regarding situations that have already occurred. In instances where subjects may have little to no interaction with their neighbors, interviews revolving around past interactions may yield very limited information.

Interview Probe Sample

24

25

Gather

“I don’t like to call this ‘concept testing’ because that implies the key to the approach is to present Interview with Probe a solution and have participants evaluate it. What you present need not represent an actual solution. For example, you often show concepts that are not viable or otherwise unlikely in order to explore the edges of factors that influence desirability, usefulness, and so on. What you’re learning is not an evaluation of the concept, but instead a deeper understanding of the design criteria for a future solution. Although concepts are the stimuli, you deliberately choose stimuli that contain some aspect of your hypotheses, ideas, or questions in a tangible form.”

Portigal, 2013

The purpose of the probe I created was NOT to act as a design solution to be evaluated by my subjects and then later refined.

Rather, the purpose was to use the probe to identify essential design criteria that would guide the making of future iterations that would most likely not resemble the initial probe in any way.

Each wireframe that I designed posed at least one of my Guiding Questions in a tangible way to my subjects. By evaluating my subjects’ reactions to the probe, I was able to draw conclusions and insights around these Guiding Questions and draft a series of design recommendations and example concepts illustrating those recommendations.

In order to derive insights that would yield an inclusive design, I interviewed a diverse set of 5 participants, ranging from 18 -50 years old, hailing from lower to upper socioeconomic classes and various geographic locations. The duration of each interview was 1 - 1.5 hours. To view the interview guide, see Appendix III.

Interview Guide Sample

26

27

There has been a problem with parking in our complex and I wish I could collaborate with my neighbors to voice our concerns as a collective to management.

J.D. - Interview Subject 5

Chapter

Title

Sections

5

Process Induce • Affinity Diagramming • Insight Generation

Induce

Key quotes from the interview sessions were written down on small sheets of paper and Affinity affinity diagrammed. Listed below are the Diagramming primary categories that formed over a weeklong period of clustering, arranging and rearranging the quotes based on relationship.

1.

2.

3.

4.

Oversight and Accountability Reciprocity Risk Management Perceptions of Neighbors

These categorized quotes yielded a series of insights. I created the following visual models illustrating the most significant ones.

In cases where secondary research was used in addition to primary research to derive an insight, the secondary source note can be found in the margin adjacent to the correlating insight. See Appendix IV for the full list of insights and supporting quotes.

Affinity Diagramming Exercise

30

Induce

Insight Generation

The following models illustrate the most significant insights from the Induce phase.

1. Offline interactions benefit from little oversight, as security measures are only enacted in the online environment, before and after the offline interaction has occurred.

Phase

Online Courtship

Offline Exchange

Online Review

Description

Two users court each other online and enter into a service agreement facilitated by the site

The service is rendered offline at the users’ own discretion

The two parties write reviews online of the exchange and file any complaints

Site Oversight

Verification of identity, address and employment

No oversight other than law enforcement

Site facilitates reviews to ensure legitimacy

Background check

32

Site administrators address any disputes and follow established course of action

2. Oversight not only has the power to detect criminal activity, but also to prevent it from occurring in the first place. People behave better when they know there is supervision.

Phase

Description

Blatant Oversight

The system of oversight is made known before the interaction occurs

Consideration

The parties involved in the interaction consider their behavior due to the oversight

Safe Interactions

Safer interactions are more likely to ensue

3. Neighbors who know each other look out for one another.

And being looked out for is a more inclusive feeling than being watched.

Looked Out For

Goodyear, 2013

Watched

Insights Cont.

33

Induce: Insight Generation

4. Disputes can arise if the terms of an agreement aren’t made clear to both parties, agreed upon and recorded from the start.

5. A community, where money is exchanged for services, is divided into two parties: consumers - those who pay for services - and providers - those who render services. Unfairly, the safety of consumers is often prioritized even though both parties are at equal risk during interactions.

Shontell, 2011

C = Consumer P = Provider

34

C

P

Money

Services

Length of Relationship

6. People prefer to ask those that they are in long-term relationships with for favors, because they know that there is a greater likelihood that they will be able to return the favor.

People value reciprocity.

C = Consumer P = Provider

P

C

C

P

P

C

P

C

P

C

C

P

C

P

P

C

C

P

P

C

7. The more risky the service, the more trust that is required between the consumer and the service provider.

Trust

Risk

35

If you’re trying to build a community, you don’t want to alienate people.

People behave better when they know that other people are watching.

T.B. - Interview Subject 4

One thing is just knowing what’s around you. You would feel more connected.

J.R. - Interview Subject 1

Chapter

Title

Sections

6

Process Produce • Design Recommendations • Scenarios + Concepts

Produce

Recommendations

Based on the previous insights, the following design recommendations were drafted.

1. Future designs should encourage both nearby neighbors as well as the service platform to oversee offline interactions.

Phase

Online Courtship

Offline Exchange

Online Review

Description

Two users court each other online and enter into a service agreement facilitated by the site

The service is rendered offline.

The two parties write reviews online of the exchange and file any complaints

Site Oversight

Verification of identity, address and employment

Law enforcement

Site facilitates reviews to ensure legitimacy

Social oversight is provided by proximal communities

Background check Application process to join proximal communities

38

Additional oversight is provided by the digital platform which follows protocols for emergency situations

Site administrators and communities address any disputes and follow established course of action

Red font indicates addendums to the original insights diagram.

2. Neighbors who oversee offline interactions, should be ensured their safety. The main purpose of communal oversight is to inhibit criminal activity before it even occurs by making offline interactions feel less isolated. In dangerous situations, neighbors should not be asked to help (unless they can do so from a safe distance). Rather, digital platforms should do the heavy-lifting.

Safe Interactions

Phase

Communal Oversight

Consideration

Dangerous Interactions Description

The surrounding community of neighbors is made known to both parties before the interaction occurs

Both parties involved in the interaction consider their behavior due to the communal oversight

In the case that dangerous interactions occur, the digital platform should follow an emergency protocol or enable neighbors to help from a safe distance.

Recommendations Cont.

39

Produce: Recommendations

3. In this system of oversight, make sure the emphasis is on looking out for neighbors rather than watching them.

Looked Out For

Watched

4. The terms of an agreement should be made clear, confirmed by both parties and recorded to prevent future disputes.

40

5. To create more unified communities, implement a system where members must provide services in order to receive services. This will require that all members assume both the role of service provider and consumer, ensuring that these two roles are equally respected and protected.

C = Consumer P = Provider

Services

C+P

6. To ensure the inclusivity of lower to upper class neighbors, the digital platform should adapt to the interface requirements of various telecommunication channels.

Recommendations Cont.

41

Produce: Recommendations

7. The more risky the service requested, the more rigorous the oversight should be for the service provider and consumer.

Oversight

Risk

8. Services of consecutively higher risk should be leveraged to build trust in a relationship. After a low-risk service is satisfactorily rendered, a certain quantity of trust is built that lays the foundation for the rendering of higher-risk services.

Service 4 Service 3 Service 2 Service 1 Risk

42

Acquired Trust

9. The service platform should accommodate repeat interactions between neighbors in long-term relationships as well as allow neighbors wishing to expand their network to engage in new relationships.

Scenarios

Based on the previous insights and design recommendations, the following scenarios were produced. The scenarios show-case different concepts for inclusive oversight systems that can be used in tandem for riskier services or individually - if at all - for less risky services. It should always be the user’s decision to opt in or out of these systems of oversight based on their needs and comfort level. In order to simulate a real organization, the neighborhood network has been branded under the name “Spot” and given a logo in the following scenarios.

Scenarios

43

Produce

Scenario 1

The following scenario illustrates six concepts for oversight, which can be used in tandem or individually to ensure the safety of neighbors.

Group Bylaws - This system allows like-minded individuals to form groups and declare their own rules. Rules can be as lax or as strict as the group deems suitable, as long as rules don’t discriminate based on race, gender and/or socioeconomic class.

Rules can dictate items ranging from candidate eligibility, application procedure, security measures, governance approach, to the handling of disputes and misconduct.

Group Calendar - This system allows group members to share a calendar, which displays the weekly favors requested by neighbors. This allows neighbors to offer their help instead of being asked for it. It also allows neighbors to be aware of the offline interactions occurring between neighbors in their community.

Proctor - This system prescribes that a more experienced member mentor and evaluate a new member.

Joint Activity - This concept is twofold. First, it prescribes that Proctors collaborate with the neighbors they are mentoring.

This will aid in making neighbors feel looked out for rather than watched during an interaction. Second it encourages multiple neighbors to participate in a single interaction, because the presence of others may inhibit criminal activity.

Acknowledgment - This system enables neighbors in a group to acknowledge the rendering of a favor through the ability to thank the responsible parties. If an interaction is acknowledged by other neighbors, it may inhibit criminals from acting.

Endorsements - Both the renderers and receivers of favors are invited to endorse and leave feedback. Having all parties go through an evaluation process brings equality to the community.

44

Less risky favors build the foundation for higher-risk ones.

The ability to join a group might rely on having interacted with a member of the group previously on the site.

1. After borrowing a book from Jon, Gloria and Jon start talking about the challenge of caring for their dogs. Jon suggests that Gloria consider joining his dog-walking group, which has been a big help to him.

Google Gmail Dog-Walking Group Invitation

Compose Inbox Sent

Groups determine their own bylaws and application procedures

Spot Gloria, I’d like to invite you to join the Dog-Walking Group. You can find out more about us and join by clicking on “Learn More” below.

Jon Learn More

2. Jon sends Gloria an invitation. She reads the group’s bylaws, which state that all dogs must be up-to-date on their vaccines.

When Gloria clicks, “join,” she is prompted to scan in her dog’s medical records.

Scenario 1 Cont.

45

Produce: Scenario 1

Today

This Week M

T

W

TR

F

2 pm

helped 3 pm

Needs Help

is helping Needs Help 4 pm

Needs Help 5 pm

needs help

Dog-Walking Group

Meals Group

3. Upon joining, the group’s calendar is added to Gloria’s dashboard. On the group’s calendar, she can see who is helping who that week, as well as who still needs help.

M

T Wendy

3: 30 pm

4 pm

W

TR

F

I’ve sprained my ankle and would very much appreciate if someone could take Piper for a quick walk.

Wanda Help

Needs Help

Dwayne Needs Help

4:30 pm

5 pm

Needs Help

4. Gloria has some free time on Tuesday and decides to offer her help to Wendy, who has sprained her ankle and needs someone to walk her dog.

46

The group calendar provides social oversight by making otherwise invisible interactions visible to neighbors in the group. It also allows neighbors to offer their help when they see a neighbor in need.

Your Favor Requests Dog-Walking Group

6/1/15

Meals Group

3-4 pm

2 Responses

Your Message Accept

I’m new to the group, but I’d be happy to help!

Make Proctor ?

Gloria Accept

Hi Wendy, I’ll be available then to help you out.

Make Proctor ?

Jeff

5. Wendy receives Gloria’s offer. She’s grateful, but since Gloria is new to the group, she requests that Jeff be Proctor - a neighbor in the group that has walked Wendy’s dog in the past, who can accompany Gloria.

Your Favors Dog-Walking Group

6/1/15

Walk-Safe Group

3-4 pm

Wendy has accepted your offer! But since you are new to the group, Wendy has requested that you be accompanied by Jeff, a more experienced member that can show you the ropes. If you would like to proceed, press “accept” below.

Thanks so much Gloria! I look forward to meeting you!

Wendy

Accept

Decline

6. Gloria is notified that another neighbor will tag along to show her the ropes. Although she has the option to renege, she is happy to meet a new neighbor.

Scenario 1 Cont.

47

Produce: Scenario 1

By bringing his dog, the Proctor turns the walk into a joint activity, rather than what might feel like an act of supervision.

7. Jeff - the Proctor- brings his dog along and meets up with Wendy and Gloria in front of Wendy’s apartment. Wendy introduces Gloria to her dog and goes over the important information.

Today 2:30 pm

helped Sara

Diego

3 pm + Gloria

Jeff

are helping

Wendy

Thank (1)

Join 4:00 pm

5 8. It pops up on the group dashboard that Gloria and Jeff are currently doing Wendy a favor. Neighbors in the group have the opportunity to thank them as well as join them since Gloria and Jeff made their walk route public.

48

Through affording neighbors the ability to “thank” or “join” an interaction, more parties are involved, adding another layer of oversight.

Joint walks give group members the ability to get a feel for each other and socialize.

9. Gloria and Jeff walk their dogs around the neighborhood and get acquainted. They even talk about the possibility of setting up a playdate between their two dogs.

Endorse Your Neighbors!

Would you endorse this neighbor to other neighbors in the Dog-Walking Group?

Yes!

No.

Red Flag

Gloria

All parties involved in an interaction should be given the opportunity to provide feedback and an endorsement.

How was your experience?

10. At the end of the walk, both Jeff and Wendy endorse Gloria to other members in the group. Gloria endorses both Jeff and Wendy based on her positive experience with them and is happy to have made two new connections.

49

Produce

Scenario 2

The following scenario illustrates five concepts for oversight, which can be used in tandem or individually to ensure the safety of neighbors.

Walking Buddies - In this system, neighbors walking similar routes can meet up and walk together. The more neighbors that are walking together, the safer, due to the theory of Safety in Numbers. This technique of Safety in Numbers has been successfully adopted by a running in group in Caracas, which has one of the highest homicide rates in the world.

Street Watchers - In this system, neighbors with street-facing windows can keep a lookout for neighbors that are passing by.

The more eyes available to look out, the safer it is for vulnerable parties. In her book, The Death and Life of Great American Cities, Jane Jacobs illustrates how “eyes on the street” are essential in creating safer neighborhoods.

Gaining Access - In this system, neighbors must first receive endorsements for completing lower-risk favors before assuming the responsibility of higher-risk favors. In other words, in order to be eligible to be a Walking Buddy or a Street Watcher, favors which involve neighbors in vulnerable situations, one must first have a good track record with completing lower-risk favors.

Connection to Law Enforcement - In this system, neighbors in vulnerable situations are empowered by being presented with a swifter and more discreet way to get in contact with law enforcement during emergencies. Through the press of a button or a one letter response to a text, neighbors at risk can share their location with local law enforcement.

Inclusivity - For this system to work and be safe, it relies on its wide-spread adoption by neighbors. Therefore the system needs to be adaptable to different technological platforms, including cellular phones and smartphones.

50

Caselli, 2014

Jacobs, 1992

1

2

3

Spot

Spot

Spot

Where are you?

Where are you going?

What do you need?

Walking Buddies

316 E 2nd St.

drag + drop pin

Street Watchers

503 E 10th St.

Kroger 2nd St.

Next

Next

Search

1. Due to a recent crime-wave in his neighborhood, Jay is weary when walking home alone late at night. He decides to check and see if any of his neighbors are on their way home too.

4

5 Spot

Spot

Safest Route

Safest Route

75% of your route will be accompanied by neighbors

In order to be eligible to be a Street Watcher or Walking Buddy, neighbors must have a good record with previously rendering lower-risk favors.

0 Walking Buddies 10 Street Watchers

See Route

Start

2. Although no neighbors are walking Jay’s way, 10 neighbors with street-facing windows have volunteered to keep an eye out for Jay as he passes by. This makes Jay feel a bit more at ease.

Scenario 2 Cont.

51

Produce: Scenario 2

Spot

1:02

Safest Route

Sunday, April 12 Spot Respond “P” to this message if you are in need of police assistance.

P

OR

Turn left on Laurel St.

3. As soon as Jay starts his walk, he receives an automated text message that he can respond to with a “P” that will share his location with the police in case of an emergency. He can also contact the police directly from the “Safest Route” screen.

From: Spot Spot

Jay will be passing by in 5 minutes. Please confirm that you will be by your window.

Jay will be passing by in 5 minutes.

Please confirm that you will be by your window.

OR

Reply: Yes or No.

Reply: Yes or No.

4. Five minutes before Jay’s estimated time of approach, the neighbors providing oversight are given a heads-up to go near their windows. They must confirm that they are still available to keep a look-out for Jay.

52

In order to promote inclusivity within the neighborhood network, lower-end technologies, such as cellular phones and landlines, should be accommodated as much as possible.

1

2 From: Spot

From: Spot

Respond “P” to this message if Jay is in need of police assistance.

It looks like Jay has passed by safely.

Thanks for being a kind neighbor!

5. As Jay passes, the Street Watchers receive a similar text message to the one Jay receives. If he passes unhampered, no action is required and they are thanked for their service.

Criminals may be inhibited from acting if they know that someone is bearing witness to their actions.

6. If Jay stops to talk to someone, the Street Watchers can poke their heads out their windows and ask Jay how he is doing.

This simple gesture may confirm that Jay’s street encounter is a friendly one or in the case that it isn’t, prevent a potential attack.

Scenario 2 Cont.

53

Produce: Scenario 2

From: Spot Jay’s location has been shared with the local police department. Please stay on the line.

7. If Jay begins to have an altercation with a passer-by, the neighbor overseeing Jay can text “P,” which will automatically connect him/her to the police and share Jay’s location, in case Jay isn’t in a state to do this himself.

Spot

1:02

Safest Route

Sunday, April 12 Spot Respond “P” to this message if you are in need of police assistance.

Wendy is looking out for you now.

OR

P

Wendy is looking out for you now.

Turn left on Laurel St.

8. Each time Jay enters a new block, a new name and face adorns his screen, making him feel the presence of those neighbors that are looking out for him. This normally anxious experience is turned into something more comforting.

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Scenario 3

The following scenario illustrates five concepts for oversight, which can be used in tandem or individually to ensure the safety of neighbors.

Gaining Access - In this system, neighbors must first receive endorsements for completing lower-risk favors before gaining access to higher-risk ones.

Proctor - A Proctor is a neighbor who reviews the terms of agreements with all involved parties and bears witness to transactions that may occur. To be a Proctor, one must be wellestablished in the network as well as highly endorsed.

Agreement Terms - The Agreement Terms are the specific conditions of an agreement, which must be reviewed and signed by all involved parties. Upon meeting with the neighbors involved in the interaction, the Proctor has the ability to modify the Agreement Terms to accommodate last-minute requests and send an updated version to be signed by all parties.

Milestones - The Agreement Terms may include Milestones.

Milestones are specific events or tasks that must be completed to fulfill the agreement. Milestones most likely have set deadlines and are arranged by the Proctor during the first meeting.

Reminders - Reminders are automated messages that remind users of upcoming Milestone deadlines.

Scenario 3

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Produce: Scenario 3

Favor Feed Most Recent

Isaac

Meals

Borrowing

Skill-Building

I’m looking to borrow an alto saxophone for 2 months.

I want to take up the instrument, but would like to try it out and take some lessons before I make any purchases.

Reply

Tina

I’d like to make a Thai Chicken Curry tonight, but have run out of curry paste. Does anyone have any I can borrow? Thank you in advance!

Reply

1. One of Luis’ neighbors is interested in learning saxophone, but would like to try it out for a 2-month test period, before making any purchases.

2. Luis has an alto saxophone that has been sitting in his storage unit for a couple of years now. He would be happy to lend it out, if he could have some assurance that it will be returned in its current state.

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For those that don’t belong to groups, a public “Favor Feed” can be used to request favors.

Since Luis is a new user, he only has access to lower-risk favors, such as: meals, borrowing and skill-building.

As he builds up his endorsements, he can gain access to higher-risk favors.

Reply to Isaac’s Favor Request

To be a Proctor, one must be wellestablished in the network as well as highly endorsed.

Would you like to help Isaac?

Yes!

No.

Red Flag

Do you request a Proctor?

Isaac

Yes!

No.

Terms of Agreement In order to ensure the maintenance of the saxophone, I request that you have the instrument evaluated both the first and last week of your borrowing period by a specialist. You must pay for any incurred damages.

3. Luis responds to the request, but asks that a Proctor be present during the transaction, who will go over the terms of the agreement and bear witness to the exchange.

From: Spot Social

Do you agree to the updated terms of agreement listed above?

Updated Agreement Terms Spot to me 2 minutes ago

OR

Reply: Yes or No.

Do you accept the updated terms of agreement listed above?

Accept

4. Luis, Ali- the Proctor- and Isaac - the borrower- meet in front of Luis’ building. The Proctor goes over the terms of the agreement and makes any modifications. The updated agreement terms are sent for final approval to all three parties.

Scenario 3 Cont.

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Produce: Scenario 3

M

T

W

TR

F

Evaluate Saxophone 3: 30 pm Medical Check-Up 4 pm

4:30 pm Yoga 5 pm

5. One of the terms of the agreement, is that Isaac must get the saxophone evaluated by a specialist both the first and last week of his borrowing. These events are automatically posted to his calendar.

Google Gmail Compose

Confirm Saxophone Evaluation

Inbox

Spot

Sent Isaac,

Two days remain before you must complete the Saxophone Evaluation.

If you have already done this, please upload the evaluation below.

Upload

6. Isaac receives reminders to have the saxophone evaluated by an agreed upon deadline. If he doesn’t upload a legitimate evaluation by the agreed upon date, he may be asked to give the instrument back.

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7. Isaac enjoys his 2-month stint with the saxophone. When it is time to return the instrument, the Proctor, the owner and Isaac meet and confirm that the terms of the agreement have been satisfied and that the instrument has been returned. If a dispute arises, the Proctor can act as a witness.

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Chapter

Title

Sections

7

Process Contextualize • Future Strategies • Reflection

Contextualize

During the Gather phase, the probe was helpful in eliciting conversations regarding neighborFuture Strategies to-neighbor relationships. It was also helpful in creating scenarios for my subjects to react to. Some of these scenarios were able to elicit real-time reactions ranging from expressions of surprise to doubt to excitement. Whereas other scenarios were too hypothetical to elicit real-time reactions.

Instead my subjects would predict without certainty how they might respond.

Using a wireframe prototype in an interview setting to test the concepts for oversight which I propose in the previous section would most likely illuminate usability rather than use issues. A wireframe prototype would be even less apt at eliciting real-time reactions than the probe, due to the fact that the proposed concepts are too inextricably connected to the offline and visceral lives of its users. Therefore, these concepts must be tested in-the-wild to elicit genuine responses.

In turn, this will allow researchers and designers facilitating the testing to understand the successes and flaws of the proposed system and draw meaningful conclusions that would dictate the development of future iterations.

In order to test a prototype in-the-wild, the future steps of this project entail either building or “wizard-of-ozing” an interactive system that users could experience in their daily lives.

Recommended steps for building and launching this interactive system are listed on the opposite page.

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1. Focus on one favor type and build out an interactive, low-fi system that offers only that favor type. Select a favor type that is perceived to be low-risk. It is important to first verify that the proposed design will work for lower-risk favors, before offering higher-risk favors, where the barrier to entry for most users is high.

2. Select 15 subjects to participate in a study. Subjects should be over the age of 18, but should range in age, class and cultural background as much as possible. This diversity of participants helps ensure that the design remain as inclusive as possible.

3. Launch the interactive system among the 15 subjects for a period of two months.

4. Throughout the two-month period, regularly elicit your subjects’ feelings toward and experiences with the system by means of diary studies, benchmark interviews and focus groups.

5. Identify the successes and flaws of the current iteration.

6. Evaluate the bylaws created by the formed groups in order to deduce what the default level of oversight should be for the favor type under consideration.

7. Based on the insights from the two-month study, design a new iteration.

8. Repeat this study with the updated iteration among a new group of 15 subjects. The new set of subjects will verify that the insights derived from the previous study hold true for a larger sample size.

9. Repeat this process until there is a enough confidence to launch the system city-wide.

10. As the system gains popularity, launch the platform in additional cities and add favor offerings in the order of lowrisk to high-risk.

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Contextualize

Reflection

In an article, titled, “The Future of Loneliness,” Olivia Laing posits that the surveilling environment and digital permanency characterizing the internet today inhibits users from unadulterated self-expression due to fear of judgment. This inability to self-express online, forces users to portray an idealized version of themselves, inhibiting true intimacy and therefore causing loneliness.

More concisely, the argument asserts that social surveillance coupled with digital permanency leads to loneliness. Although a cogent argument, it should not discount the value of surveillance altogether. Although social surveillance can inhibit self-expression, according to 1960’s journalist and activist, Jane Jacobs, it also has the power to inhibit violent criminal activity from occurring in urban space. In order to create a safe environment for people to continue online interactions offline, a level of oversight needs to occur to ensure that those with criminal intentions are inhibited. That being said, any design that accommodates surveillance, should take Laing’s argument into account. It’s about striking a balance between enabling enough oversight to ensure a safe environment, but not too much that well-intentioned people are inhibited from self-expression.

little oversight

optimal point ?

Jacobs, 1992

substantial oversight

Surveillance is already starting to play a role in interactions that start online, but continue offline. “Wag” - a digital platform that connects dog-walkers with dog-owners - allows dog owners to survey the route taken by their hired dog-walkers on a digital map in real-time. Oversight is an essential quality of this design,

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Laing, 2015

Wilhelm, 2015

but whether this level of oversight is appropriate for this kind of service will only be determined once the sentiments of its users and employees surface.

Similarly, Uber has launched the “Share my ETA” feature which gives users the ability to share one’s route with friends and family for three reasons. The first, according to the Uber website, being that “your coworker will know that you’ll be at the meeting in a few.” The second being that “your friends will know how much longer they should beg the restaurant to keep your table.” The third being that “your mom won’t panic, because she’ll know that you’ve made it home alive.”

Although all three reasons seem perfectly compelling, the last, which comes across as a comical, but morbid afterthought, was most likely Uber’s main impetus for this new feature. The recent incidents brought to light by the media, detailing the assaults committed by Uber drivers on passengers, has undoubtedly shaken Uber users worldwide. These incidents are the biggest threat to Uber’s success, because a passenger must fully trust in the Uber brand and in Uber’s drivers before even considering entering a stranger’s vehicle. Aware of these sentiments, Uber has created a way for passengers to enable trusted friends and loved ones to provide oversight during vulnerable situations, hoping to appease any lingering fears spawned by these horrific incidents.

“It’s About Time,” 2013

McCormack, 2015

It is important to take note that although safety was most likely the primary reason behind the “Share my ETA” feature, it was positioned by Uber as a tertiary reason. Why would this be the case? It goes back to the idea of striking a balance between too much and too little oversight. Systems exercising too much oversight not only bring up notions of a 1984 dystopia, but also illuminate the dangerous incidents which led to the system of oversight in the first place. By positioning safety as a Reflection Cont.

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Contextualize: Reflection

primary reason for the “Share my ETA” feature, Uber would be highlighting the very real and horrific assaults that triggered its creation. Instead of confirming its users’ fears surrounding these incidents, Uber would rather continue painting a rose-colored vision of the world, where these incidents only take place in the minds of our worried parents. How nice it is to have a feature, which is mainly there to make meeting up with friends easier, but can also be used to help comfort Mom and Dad. Is it wrong for Uber to do this? To paint an optimistic picture of the world where bad things do indeed happen? To a certain degree, the answer comes down to subjective values and philosophy. Some people choose to live their lives more cautiously. They feel that not doing so poses risks that are not worth taking. While others feel that the disadvantages of not living one’s life freely outweigh the risks, so it’s best to be optimistic about the surrounding world. Aligned with the latter philosophy, Uber has taken a more hopeful approach to life and the sharing economy in particular. After all, Uber’s financial success relies on this optimism!

But there is a fine line between being optimistic and being deceptive. It might be ethical for a company to be optimistic, as long as it makes any potential risks known to users and creates a support system to accommodate those risks as they might occur.

This is important, because although it is ultimately up to users to subscribe to a service like Uber, in order to make an informed choice that reflects their personal values and philosophy (which may either air on the side of optimism or pessimism), they must have all the information on the table. So just as cigarette companies are obligated to show the effects that smoking can have on your health with each pack, Uber should be obligated to be more upfront regarding the real-world harm that passengers may encounter using their service. They should never sell users on a false sense of safety.

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Unfortunately, companies like Uber often instill in their userbase an unwarranted sense of safety. According to a New York Times’ article written by Ellen Barry and Suhasini Raj in 2014 on the Delhi Uber rape case,

Barry, Raj, 2014

“Uber attracted business swiftly, in part because its marketing material focused so squarely on safety. Much of the reaction to the reported rape has had a tinge of betrayal.”

Although Uber did implement the standard level of safety precautions that typical cab services in India implement, they did not exceed those standards in any way. Therefore, it was misleading for “safety” to be the main point of advertisement, if their safety precautions were nothing more (and possibly less) than the status quo. It was this false sense that Uber was a safer option that led many Indian women to trust in the Uber brand.

Uber deceitfully gained the trust of new users, by advertising their service as safer than the status quo, without offering any of the design solutions that would substantiate that claim.

The important question for companies like Uber then becomes: how can we design solutions that empower users without downplaying or sugarcoating the associated risks?

My Capstone project is idealistic by nature. It paints a picture where neighbors of different backgrounds rely on one another for help and in doing so, bridge communities. But, as I continue designing this neighborhood network, it is important that I not air too far on the side of optimism. The core of my design relies on strangers interacting with one another, so it’s my responsibility as a designer to note the potential risks, make those risks known to my users as well as offer solutions for combating those risks. Based on my research and ideation, social oversight was the solution I crafted and proposed to combat the risks posed by offline interactions between strangers in North Reflection Cont.

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Contextualize: Reflection

American communities. The next step is to find the “optimal point” on the spectrum between too little and too much oversight. In other words, the next step is to discover the level of oversight that the average user would consider adequate in addressing the associated risks.

And where does this “optimal point” lie? Of course, the answer is: “it depends.” The “optimal point” will surely vary from situation to situation and from person to person. One important criterion that will affect the positioning of the “optimal point” will be the type of services/favors under consideration.

From my research, I found that people consider high-risk favors to be ones that take place in private or isolated spaces. They involve children, pets, personal property and personal safety. For favors of this kind, my subjects often expressed the desire to have extra security measures exercised, such as more rigorous background checks and one-on-one interviews.

For high-risk favors, I hypothesize that the “optimal point” will air on the side of “substantial oversight” for most users.

little oversight

optimal point ?

substantial oversight

In contrast, from my research, I found that people consider low-risk favors to be ones that take place in public, heavilypopulated spaces. These favors do not involve vulnerable populations, such as children, the elderly or pets. They also do not involve expensive personal property. These favors may include borrowing inexpensive items, exchanging skills, offering

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recommendations and providing information. For these favors, my subjects did not express wanting rigorous security measures.

For low-risk favors, I hypothesize that the “optimal point” will air on the side of “little oversight” for most users.

little oversight

optimal point ?

substantial oversight

Therefore, the default oversight and security settings should depend on the risk level of the service/favor under consideration.

Another important criterion that will affect the positioning of the “optimal point” will be the culture that the neighborhood network is situated in. Social oversight can only promote safety, if the culture that it is situated in promotes safety. For instance, it can be inferred that in cultures where violence against women is prevalent, there is less social and legal pressure to protect a woman’s well-being. If the majority of users in these cultures tolerate violence against women, then enabling users to look out for one another will most likely disadvantage female users. Not only will users providing oversight not intervene if they witness a female user in trouble, they might even be guilty of perpetrating the attack.

Unfortunately, social oversight is ineffective in safeguarding the well-being of women in many cultures. In India, there have been many cases of sexual assault and harassment that have taken place in public, heavily-populated areas, where onlookers have been reported to stand by without intervening. These public Reflection Cont.

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Contextualize: Reflection

assaults are so pervasive and accepted that there is even a euphemism for it - “Eve Teasing.” According to a National Public Radio segment which aired in 2012, “Eve Teasing” refers to a range of sexual aggressions committed in public, from lewd remarks to sexual assaults. Due to the fact that female victims can’t rely on surrounding bystanders to act in their defense during these incidents, more and more Indian women are applying for gun licenses in hopes of defending themselves.

Roy, 2012

So is it ethical for platforms like Uber and my Capstone project to operate in these types of cultures? The quick and wide adoption of Uber by women in India illustrates a great desire for safer transport options than the ones that are currently available to them. Undoubtedly, fulfilling this need would be a noble act, because it would empower women to be independent without fearing for their safety. But companies like Uber can only deliver safe transport options, if they can adapt their current models to be sensitive to the new cultures in which they are situated. Only then will it be ethical for sharing economy platforms to operate in cultures dissimilar to the ones from which they originate.

Because, if these platforms don’t adapt, they will become yet another vehicle for users in positions of power to inflict tolerated violence against marginalized populations.

Perhaps Uber is at fault for expanding at a quicker pace than their understanding of these non-western cultures could develop. Or perhaps, the lessons that Uber learned were ones that could only be learned through trial and error. Whatever the case, Uber is currently, and rightly so, making efforts to adapt their design to a culture, where women need more security options. Since the Delhi rape case, Uber has revised its design to accommodate new safety features.

As discussed prior, one of the new features is the “Share my ETA” option, which similar to the concepts that I propose in

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Associate Press in New York, 2015

my Capstone Project, makes use of social oversight as a safety mechanism. That being said, unlike the concepts which I propose in my Capstone Project, the “Share my ETA” feature is a strand of social oversight that has been specifically tailored to suit the realities of Indian culture. Yes, Uber’s new feature allows other users to provide oversight during a passenger’s journey, but those users must be hand-picked by the passenger him/herself.

In other words, the users providing oversight for the passenger, are most likely a handful of people that the passenger knows well and trusts. In contrast, in the neighborhood network which I propose, social oversight is the responsibility of numerous neighbors that most likely are strangers, but have developed good reputations through receiving endorsements by members in the network. The idea here being that collaborating in large numbers on oversight will exert enough social influence on individuals to do the right thing. In other words, my design relies on the good of the majority and the compliance of any outliers who fear being discovered.

And why can we rely on the assertion that the majority of people are good? In her book, The Death and Life of Great American Cities, Jane Jacobs argues that safe neighborhoods, such as the North End of Boston circa 1960, are neighborhoods that possess bustling streets of diverse passersby. In contrast, unsafe neighborhoods, such as the Elm Hill Avenue section of Roxbury in Boston circa 1960, are neighborhoods whose streets are deserted. Jacobs concludes that crime is less likely to occur in areas where there are a substantial set of eyes available to witness it. This implies that when a substantial set of eyes, i.e. people, witness crimes in North American neighborhoods, they report it, because they value safety.

Jacobs, 1992

As a designer, it is important to understand that although the type of social oversight I am proposing may work well in North America, it is likely to backfire in a culture where there Reflection Cont.

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Contextualize: Reflection

is much less social pressure to report crime and much less legal pressure to convict criminals. Unfortunately, as discussed prior, this is often the case regarding crimes against women in many countries. In India, for instance, these crimes often go unreported. In the rare circumstance that they are reported, the perpetrators often go unpunished by the legal system.

If I were to propose my Capstone Project to take root in another culture, I might have to refine the scope of social oversight, as Uber has done, to only involve users that have been designated by the user requesting the oversight.

Depending on the culture, I might even consider discarding the approach of social oversight altogether in favor of more selfreliant security measures.

Even within North America, the region for which this design is intended, there are areas where social oversight might not be the best approach to ensuring the security of its users. In cities that are dominated by gang culture, the social pressure is to engage in criminal activity, rather than to safeguard against it. Social oversight can only thrive in cultures that endorse safety and foster social and legal pressure to combat crime in their communities. Therefore, when considering gang-driven neighborhoods in North America, it is important for designers to evaluate the scope of social oversight that would suit a given community or perhaps even reconsider its use altogether.

Therefore in cultures, where social pressure encourages rather than discourages crime, I hypothesize that users will require a higher level of oversight. That being said, the oversight should be less social in nature.

little oversight

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optimal point ?

substantial oversight

So what does it mean for oversight to be less social in nature?

Instead of having members of the community looking out for other members of the community, the oversight might be limited to designated people that the user knows and trusts.

In tandem with this more limited scope of social oversight, the platform might task official authorities with providing oversight.

For instance, users might be provided with a more direct channel to access legal enforcement in emergency situations. In cultures where legal enforcement is compromised, the company might consider providing its own security service to provide oversight and safeguard users.

Last, but not least, a user’s personal preference for security measures and oversight is another important criterion that will dictate the positioning of the “optimal point.” Every person is different and has different levels of comfort with oversight and security measures. Ultimately it should be up to the user to adjust the default oversight and security settings to suit his or her needs. As stated in the Future Strategies section, the default oversight and security settings should take their cue from what the majority of Groups in a community are prescribing. Through analyzing a large sample size of Group bylaws, neighborhood network administrators can draw conclusions regarding the level of oversight that the typical community member expects and desires for each favor type.

In conclusion, there is no doubt that social oversight can be a powerful tool for ensuring that offline interactions between users remain safe and secure. But it is important that designers always consider this spectrum and continue striving to find the “optimal point.”

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Chapter

Title

Sections

8

Appendix I

Competitive Analysis

Appendix I: Competitive Analysis

Home Screen

Verification •

•

photos depicting eyecatching destinations, listings and rates search icon on lower menu

• • •

• •

• •

icons representing different categories of services photos depicting trending services and rates

•

•

• • •

•

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search icon on top menu “categories” tab on top menu photos depicting trending classes by category

newsfeed where users can post what they need help with

upload a copy of a driver’s license or passport upload a profile picture with contact information link other online accounts such as Facebook or Linkedin confirm contact information reviews

The site vets Taskers by running an identity check, a criminal record check, an in-person interview and an app orientation session.

Those paying for tasks don’t appear to go through any vetting process.

•

There doesn’t appear to be any verification process as all interactions occur online.

•

The address of all members is verified through a phone call, credit card, SSN, postcard or confirmed via a neighbor who is already verified..

Profile

Reviews + Rating • • • • • • • • •

first name profile picture membership start date acceptance rate response rate description reviews verifications contact information

•

• • • • • • • •

first name, last initial profile picture city star-rating reviews top tasks number of tasks completed background check verification

•

• • • • • • • • •

full name profile picture job title city membership start date reviews personal website followers list of classes taught

•

• • • • • • •

full name profile picture neighborhood address resident start date activity location on map

•

•

•

•

Both guests and hosts are rated via reviews.

Listings are rated via reviews and star-ratings relating to specific categories such as “cleanliness” and “location.”

Taskers can leave reviews for clients, which are invisible to the clients themselves, but visible to other Taskers.

Clients can leave a “thumbs up” or “thumbs down” rating as well as a public and/or private review (only visible to TaskRabbit HQ).

Members that teach courses can be reviewed for specific courses they teach.

Also, a “thumbs up” or “thumbs down” rating can be left for a specific class.

There doesn’t appear to be a rating system, but you can “thank” or “flag” posts.

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Chapter

Title

Sections

9

Appendix II

Interview Probe: Concept I Concept II Concept III Concept IV Concept V Concept VI Concept VII Concept VIII Concept IX Concept X 79

Appendix II

Title

Description

80

Concept I

Favor Genres

Lee, 2012

Lazarevski, 2012

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Appendix II: Concept I

Nguyen, 2012

Trentacoste, 2008

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Euloth, 2013

Fernandez, 2012

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Appendix II: Concept I

Ofanaye, 2014

Bates, 2011

84

Gonzalez, 2011

Casey, 2008

85

Appendix II

Title

Description

86

Concept II

Locked Favors

87

Appendix II: Concept II

88

89

Appendix II: Concept II

90

91

Appendix II

Title

Description

92

Concept III

Locked Favors

93

Appendix II

Title

Description

94

Concept IV

Proximity

95

Appendix II

Title

Description

96

Concept V

Selection - English

97

Appendix II

Title

Description

98

Concept VI

Selection - Spanish

99

Appendix II

Title

Description

100

Concept VII

Profile Page

101

Appendix II

Title

Description

102

Concept VIII

Compensation

103

Appendix II

Title

Description

104

Concept IX

Ratings + Reviews

105

Appendix II

Title

Description

106

Concept X

Groups

Captures, 2010

107

Chapter

Title

Sections

10

Appendix III

Interview Guide • Adapted from Steve Krug’s Usability Test Script and an Adaptive Path research guide

Appendix III: Interview Guide

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111

Appendix III: Interview Guide

112

113

Appendix III: Interview Guide

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115

Appendix III: Interview Guide

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117

Appendix III: Interview Guide

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119

Appendix III: Interview Guide

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Appendix III: Interview Guide

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123

Appendix III: Interview Guide

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125

Appendix III: Interview Guide

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Appendix III: Interview Guide

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Appendix III: Interview Guide

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Chapter

Title

Sections

11

Appendix IV

Insights + Supporting Quotes

Appendix IV:

Insights + Quotes

The following is a full list of the insights derived from the Induce phase. Insights are categorized and accompanied by supporting quotes.

Oversight and Accountability 1. Web oversight is important to ensuring safety and security.

“It’s like Amazon. If you get so many negative reviews, you get kicked out (TB).”

“There should be patrolling. You don’t want someone getting all their friends and family on the site inflating their reviews (JD).”

“The website is ultimately liable for these groups, so there should be some oversight (JD).”

2. Groups foster a sense of community, security and commitment.

“Like I said, If I didn’t know someone who could do it for me, this [groups] would be a lot better of an alternative (JB).”

“Joining a group is a much greater sign of commitment, as you are less likely to reject a request (JG).”

“Groups provide people with more of a sense of community. And when there is a sense of community, there is more a sense of security and obligation to come through with a request (JG).”

“I would first try to find people I know to do the favor. If that wasn’t possible, then I would go to the group (JB).”

3. Users want freedom and structure at the same time. They want to be able to make their own groups, but also desire templates/frameworks to choose from.

“The website can propose different systems for groups… It can be run by an admin, it can be run by democratic voting… (JD)”

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“You should be as flexible as possible to let people make the groups they want to make. Be as inviting as possible (JD).”

“If there are multiple dog walking groups, then you can choose one based on location, members or rules (JD).”

“Or maybe each community decides what favors they want to feature (JR).”

“Maybe it’s up to the group. It’s been made clear to anyone who has joined what the group’s bylaws are (JD).”

“The website should encourage groups to make rules, but what those rules are is up to the group (JD).”

“Every group could make their own stringencies. To join the site, there are already security measures in place, but for childcare, I might want something beyond that (JG).”

“Maybe this starts off with lower-risk favors and as usership rises and groups and interests break off, you introduce higher risk ones (JR).”

“There has been a problem with parking in our complex and I wish I could collaborate with my neighbors to voice our concerns as a collective to management (JD).”

4. Groups need rules that are agreed upon and clearly communicated to the public.

“That would appeal to me because it shows that the group is of one accord and very organized and serious (JB).”

“I would have to understand more about the group and how it works (JR).”

“I would much more likely join a group that is structured. I like organization (JB).”

“The site should alert you that this is a new group, run by an unverified user, but the user can overcome this by providing info (JD).”

“The group having guidelines like, ‘we believe in this mantra, we do not tolerate this that and the third, you will get kicked out if this happens... (JB)’” Insights Cont.

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Appendix IV: Insights + Quotes

“There is a preexisting structure...The worst case scenario doesn’t phase you (JB).”

“The group would have to be of one accord on this , but maybe they can award badges after a member does 100 favors in a certain category (JB).”

5. Communities/groups govern themselves and members expect them to have the authority to enforce their own rules.

“To deal with trouble, you would first rely on the group admin, then communicate with the website admin and then communicate with the person directly (JD).”

“If the members are of one accord, very organized and structured, a member does something wrong, they immediately kick them out (JB).”

“Maybe it’s my job as an admin of the group to meet with the applicant and have lunch with them (JD).”

“They would thoroughly have to check you out before saying, “yes, I want to join (JB)!”

“I think there would be some kind of application process, but it wouldn’t be a long one. People tend to get tired after 5 questions (TB).”

“Checks and balances would go both ways, because I wouldn’t want someone to unfairly defame me (JG).”

“The group coordinator would oversee a system of checks and balances (JG).”

“There is less recourse for dealing with complaints from isolated interactions (JG).”

6. Groups potentially offer another layer of social oversight and security.

“Maybe it’s my job as an admin of the group to meet with the applicant and have lunch with them (JD).”

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“They would thoroughly have to check you out before saying, “yes, I want to join (JB)!”

“Checks and balances would go both ways, because I wouldn’t want someone to unfairly defame me (JG).”

“The group coordinator would oversee a system of checks and balances (JG).”

“There is less recourse for dealing with complaints from isolated interactions (JG).”

7. Communities look out for their members.

“We might tell our landlady who would keep an eye out that we are going away.

Or our neighbors would notice our cars missing and keep an eye out (JR).”

“Seeing who owes money to whom on Venmo lets me know who’s still in touch (JR).”

“People living in small bungalows as closely as we do would naturally do for each other if they saw something (JR).”

“What if we had a BBQ to bond with everyone… I think block parties are great and you do get to know people, so when you see someone you don’t know, then you are like, ‘who is that strange person at so and so’s house?’ when they are away (TB).”

8. People only want to ask people who they know are available for favors.

“Maybe it’s also scheduling. Maybe my friend can’t do me a favor, so the schedule shows me who’s available (TB).”

“If I went with the group, I’d like to see who’s available and scroll through them (TB).”

“It’s like neighbors willing and able to help each other out. It’s kind of like Uber (JB)!”

Insights Cont.

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Appendix IV: Insights + Quotes

“Availability would be the main thing, then I would look at reviews (TB).”

“How do I know who’s available? I need someone to do this thing, on this day, on this time (TB).”

“If a group came up with a scheduling system, then I could easily find people who are available and interview them for the job (JB).”

“I would go to the group to see my options and narrow down from there. I like variety (JB).”

9. Making visible who is doing what, when, where and for whom is important for safety and accountability.

“The tracking system- things that make things super clear to you. ‘This is who borrowed this from who. This is when he borrowed it and needs to give it back.’

Things that make things clear (TB).”

“People behave better when they know they are being watched (TB).”

“These are OK. As long as you have something that shows who is walking who and everyone can see, because that would cover the safety side and make me feel better (TB).”

“If you and bob are going out, other people know that you and bob are going out, bob knows that other people know that you guys are going to this location at this time… People behave better when they know that other people are watching (TB).”

“I would want some way to know that I can trust that person. Maybe if there were spotters or something (JR).”

“Even through friendships, things need to be clear. I love my husband, but I have to track the money (TB).”

“Actually, sending out the favor to people you know, you will have it documented that you gave permission to the person to do this in case a lawsuit were to arise (JB).”

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“You have all that person’s information, so it’s pretty incriminating (JR).”

10. Schedules make visible who is doing what, when and where as well as availability.

“Maybe it’s also scheduling. Maybe my friend can’t do me a favor, so the schedule shows me who’s available (TB).”

“If you and bob are going out, other people know that you and bob are going out, bob knows that other people know that you guys are going to this location at this time… People behave better when they know that other people are watching (TB).”

“If a group came up with a scheduling system, then I could easily find people who are available and interview them for the job (JB).”

“Maybe it’s the same as asking individuals in a pre-filtered group for a favor or maybe it’s more organized than that and you can see people’s schedules (JG).”

11. People feel more comfortable knowing that there are always people available to help at a moment’s notice. Groups give members a sense of on-demand service.

“It would make me feel more secure to know that there are 40 people on the ready to help (JG).”

“When Robin was here, I could depend on her for an immediate help. Now it’s a much more complex process (JB).”

“I can imagine that it’s frustrating though. If I need a pet-sitter because I’m going away, but that favor is locked, it would take time to unlock that favor, even though I have an immediate need (JB).”

12. Group schedules encourage long-term relationships between multiple people.

“Maybe it’s the same as asking individuals in a pre-filtered group for a favor or maybe it’s more organized than that and you can see people’s schedules (JG).”

Insights Cont.

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Appendix IV: Insights + Quotes

“3-4 people could make a group calendar for a recurring favor (JG).”

“1:1 communication has less options for organizing favors (JG).”

13. In efforts to maintain security, groups should be careful not to alienate people.

“There’s a fine line between I want to be safe and not letting them evolve past who they might have been before (TB).”

“Give people the opportunity to state their case about why they should be a part of this group (JB).”

“People are people. We make mistakes (TB).”

“I don’t think it’s like you mess up 1 time and the group shows up with pitchforks (TB).”

“If you’re trying to build community, you don’t want to alienate people (TB).”

“In general you don’t want to hamper someone from partaking in this process. To me “ join us” is about self-identification (JG).”

“I don’t believe in anonymous reviews. I would want someone to come to me directly if they have a problem with my work ethic (JB).”

“If I had a problem with how Angelo did things, I would go to him directly before telling people about it (JB).”

14. Group schedules give people the opportunity to offer up their help instead of being asked for it.

“There is something organic and friendly about offering help to someone who is struggling (JR).”

“Favors are never expected, but if offered, accepted (JR).”

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Reciprocity 1. People feel uncomfortable asking for favors unless they know that they will be able to return the favor. Long-term relationships put people at ease because in long-term relationships it is more likely that favors will eventually be reciprocated by both parties.

“It’s hard for me to ask for things. In a long-term relationship, it’s more likely that I will be able to reciprocate the favor over time (JG).”

“I’m interested in reciprocity. If I was to start a long-term relationship, I would want to make sure that I could provide something valuable. I would want to see his top requests as well (JG).”

“Maybe it’s an eye for an eye. If you do a favor for Angelo, he chooses from a list and does a favor for you (JR).”

“How do I see what he needs? While i see that he can walk my dog, maybe I can do something for him (TB).”

“Sometimes it’s a little uncomfortable receiving. I’m more comfortable giving (JR).”

“Often when I give a favor, I don’t feel I’m owed a favor. But when I receive, I feel I owe one (JR).”

“In the summer, we see her daily. We are both outside working on our gardens.

Sometimes she tends to our garden and vice versa (JR).”

“The system feels like it is geared towards those asking for rather than giving favors (JG).”

“People would take the peaches growing in our garden… Sometimes a basket of tomatoes would show up on our porch. You know, that home-grown sharing economy (JR).”

Insights Cont.

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Appendix IV: Insights + Quotes

2. People don’t want to do favors for those that are freeloading on the system.

“Perhaps more appropriate for newer members. Would need to prove reciprocity at first, but after they prove it, wouldn’t need it anymore (JG).”

“In a way, seeing how many favors people give and receive is a form of favor credit (JG).”

“In order to receive, you have to give. That’s kind of how I am (JB).”

“Maybe if you post a favor and you recently did a favor for Angelo, it goes to him first (JR).”

“You definitely want to help people that are always helping, instead of those that are taking advantage of the system. I’m more inclined to help people that seem likely to help others (TB).”

“Favor credit is paying it forward (JG).”

3. People prefer a pay-it-forward system. A money economy inhibits reciprocity and stratifies communities into providers and consumers.

“It’s a pay-it-forward kind of thing. Someone does a favor for you, you do a favor for someone else. Cash is actually a deterrent. Now I feel pressure to give cash.

(JD)” “It’s not about one relationship to me, but about a network of them and maybe you’re paying it forward. Neighbor X is watching your pet, but you are cooking neighbor Y dinner (JG).”

“Favor credit might encourage reciprocity, but might encourage people to do favors for the sake of the awards (JG).”

“I like the idea of a purely favor economy, no cash (JR).”

“The whole idea is that the favor economy eliminates class (JR).”

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“I wasn’t expecting to owe anything, because that’s why they call it a favor, but now, I feel like an asshole (JG).”

“If I were doing a favor for someone, I would rather get paid in favor credit. A buck is not that helpful to me. My time is more valuable than that (JD).”

“I would rather the favor credit be a default. If someone walks your dog, the site specifies 10 favor credits instead of you choosing (JD).”

“I like the different options. It gives me flexibility. If I didn’t have cash, I can pay with favor credit (JB).”

“I don’t feel so inclined on Airbnb to leave a review, because I paid them (JR).”

4. Jobs and favors are different. Jobs should be paid for and therefore don’t rely on reciprocity. Expectations of services rendered in jobs are usually higher.

“If I paid for a favor with cash, i would have higher expectations, I would feel robbed if it wasn’t done to my expectations (JD).”

“If I were going to pay money, I would use a more specialized service. They probably have more expertise in that service and do it more efficiently (JD).”

“If I get cash, I don’t feel like i am doing anyone a favor. It just feels like I took on a side job (JD).”

“Like for an Airbnb request, I’m like, “why aren’t these people answering me?” I feel entitled. (JR)” “If you’re looking for a full-time sitter, that’s a job that should be paid for (JR).”

“A job is something that is so inconvenient or it’s your responsibility and that’s why you need to pay someone (JR).”

“If you are looking to drop off your kid at a neighbor’s on your way to the hospital, that’s a favor. (JR)” “Borrowing is less of a gift than a favor (JR).”

Insights Cont.

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Appendix IV: Insights + Quotes

“Work that requires a certain amount of effort and time should be reimbursed with cash. (JB)” “For this, it’s weird to give a bad review, when you’re not paying (JR).”

“Watching someone’s dog while they are on vacation is a job (JR).”

“I think a job is something that repeats- like watching someone’s kids every weekend. A favor is something that happens once in a while (JB).”

“I don’t think you can be too picky with your reviews (JR).”

“Airbnb does a good job controlling that discussion (about ratings and reviews) (JR).”

“Money makes it a job rather than just a favor (JR).”

“I think you need to buck up and hire someone for $20 to do that (about cleaning) (JR).”

“Maybe it’s more endorsements (JR).”

“If you volunteer to do a favor, you’re still under an obligation to do it. Someone is relying on you (JD).”

“A ranking system is like a bouquet of flowers. It’s a favor you are doing for them (JR).”

“If they do you a favor, you do them a favor by reviewing them (JR).”

Risk Management 1. Favors vary in risk. Favors that involve your home, your children or take place when you are most vulnerable are of the highest risk.

“Going away is very high risk. You’re saying, “hey, I’m leaving my house” (JR).”

“Safety is high risk, but if something could work for that, I would be interested in trying it (JR).”

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“Safety and going away are red flags for me, because you are trusting a stranger in an area where you are most vulnerable. For safety, you are letting a stranger know that you are alone at night. For going away, you are trusting a stranger with all of your things and you’re not there (JD).”

“You’ve got all your biggest things here. You’ve got your person, your effects and your children. You’ve got your 3 most important things that you are advertising that you are not there to protect (JD).”

2. Higher risk favors should require a more rigorous verification process.

“There are security measures in place to join the site, but for childcare, i might want something more (JG).”

“Maybe for the childcare and the safety one, you have to pass a background check in order to unlock those (TB).”

“I would want someone to be verified specifically for child care. That should require a specific kind of background check (JD).”

“Especially when you are getting into pet care or child care, you want to make sure they don’t have an abusive history (JB).”

“It’s a living thing, so you may want to do a face-to-face for that one (TB).”

“You especially want to make sure when you have people coming into your house (JB).”

“I just want to make sure especially when it comes to a child that is susceptible to a lot of things (JB).”

3. With each successful favor, a quantity of trust is built that lays the foundation for the next higher-risk favor.

“Maybe once you are a part of a community, maybe you can access those favors (JR).”

Insights Cont.

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Appendix IV: Insights + Quotes

“I would be more likely to do the meals, the borrowing and the skill-building before the child care thing. I have to know you a while before I can trust you with something like that (TB).”

“It seems kind of fun. I can imagine it’s like a game. You have to build up experience on the site to unlock the fun ones (JD).”

4. Regarding the current lock system: users don’t like seeing features they don’t have access to.

“I feel criminalized, like i couldn’t handle the responsibility (JR).”

Perceptions of Neighbors 1. Offering help is seen as an essential quality of being a neighbor.

“A neighbor is great, because it’s the help you didn’t even know you needed (JR).”

“No one is cursing anyone out. No one is beating anyone up. People are asking if I need help, so I’m like, “yeah, totally my neighbor” (TB).”

“I know that Crystal and Steve know a lot more people in the neighborhood.

They’re a lot more giving (JR).”

2. The more you know the neighbors around you, the more sympathetic you are to them and the more you’re willing to help and ask for help.

“One thing is just like knowing what’s around you. You would feel more connected (JR).”

“It’s because I don’t know my neighbors that I don’t ask them for help. Especially with all the crazy stuff happening in the world (JB).”

“You want to help people that you know. (JR)”

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3. People feel a desire to help and get to know their neighbors.

“We want to help each other, we just don’t know how. We’re so private (JR).”

“One of my gifts is helping people and this is about connecting and helping people, which I’m all about (TB).”

“I always wished that one of my neighbors in New York, would stop and introduce themselves, but they never did (JR).”

“There is something organic and friendly about offering help to someone who is struggling (JR).”

4. People would appreciate help from their neighbors in their daily lives.

“Childcare would be helpful in low-income neighborhoods because it’s expensive.

There are jobs out there that don’t have PTO, so what are you going to do when school is canceled (TB)?”

“You don’t have peanut oil, but it would make all the difference (JR).”

“The health one seems great. I just moved to a new area and I’m having trouble finding a doctor and this is the type of favor that’s not hard to give (JD).”

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Chapter

Title

Sections

12

Appendix V

Works Cited

Appendix V

Works Cited

The following annotated bibliography is a complete list of sources used in my Capstone Project. The list is ordered alphabetically.

Arvola, M., Lundberg, J., & Holmlid, S. (2010). Analysis of Precedent Designs: Competitive Analysis Meets Genre Analysis. Proceedings of the 6th Nordic Conference on Human-Computer Interaction: Extending Boundaries, 23-31. Retrieved March 1, 2015, from http://doi.acm. org/10.1145/1868914.1868922 In this article, Arvola, Lundberg and Holmlid discuss the importance of both Competitive Analysis as well as Genre Analysis in the design process. The authors supply a definition of Competitive Analysis that was referenced in this Capstone project and explain its importance for understanding best practices within a specific realm of design.

Associate Press in New York. (2015, February 9). Uber Introduces ‘Panic Button’ in India. The Guardian. Retrieved April 1, 2015, from http://www.theguardian.com/ technology/2015/feb/09/uber-introduces-panic-button-in-india In this article, The Guardian reports on new safety features that Uber has released in India in response to the 2014 Delhi rape case. Among the new features are the “Share my ETA” feature as well as a “Panic Button.” The “Share my ETA” feature shares a passenger’s route in real-time with people that the passenger has designated. The “Panic Button” is a button within the Uber interface that a passenger can press in times of emergency that will share the passenger’s location with a local Uber security team.

Barry, E., & Raj, S. (2014, December 8). Uber Banned in India’s Capital After Rape Accusation. The New York Times. Retrieved April 1, 2015, from http://www.nytimes.com/2014/12/09/ world/asia/new-delhi-bans-uber-after-driver-is-accused-ofrape.

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In this article, Ellen Barry and Suhasini Raj report on a range of reactions to the 2014 Uber sexual assault that occurred in New Delhi, India. In response to the case, Uber was banned in the region of Delhi.

In addition, both Uber’s screening process and marketing campaign came under scrutiny following the attack. Controversy arose over whether Uber’s advertising campaign was misleading with regards to its claims about safety.

Bates, A. (Photograph). (2011, April 12). “Conversation” [digital image]. Retrieved from https://www.flickr.com/photos/ arlophoto/5616233274/in/photolist-9yhEub-dsyEUt-3fEvjq5n8W7n-4jdQUZ-tzn2c-2h1Cpc-dhSg2D-cLnzfy-5YTX1w4mHhGE-f9gEDc-kMDNFK-9iKvze-nnApBw-iZH3po-gmtbKZf3wLbi-73G8iP-oVi5yc-fasSUg-jog32W-eaRKnx-5gGQWDThis photograph of two individuals sitting in front of a cafe was used in Concept I and Concept II in the Interview Probe.

Captures, J. (Photograph). (2010, September 29). “Ava the Vizsla Puppy” [digital image]. Retrieved from https://www. flickr.com/photos/picturepurrfect685/5036738785/in/ photolist-8F5AXT-7QzRTD-afY9AB-7RVGZC-dgoYVT9QjVHz-81Dytw-9VCrRT-anfnbN-ddDzqy-aFkqzh-9YLfvt9GCWmf-bBbuEH-8U9CDg-dgp34w-cv2ySb-gDMBs6bTYxRH-ijG3RH-dMWHqq-475TgU-a2D8SX-9pvxgnaBb9ZB-pnCReD-6Kr5mC-73wKN9-kpgtC9-8vmnxF9p73VV-8nuUe6-6mHwg3-bTXDPc-oCHP8Z-8VT6HZdMQgrh-7xsXFh-fFpYn5-e5jkjH-3j5e6-4N6uT3-9bBkajbTZ3Fz-fHLhHv-cywGqU-9fVrcA-9KxBUg-5CrCkr-6jgRF8 This photograph of a puppy by a woman’s feet was used in Concept X in the Interview Probe.

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Appendix V: Works Cited

Caselli, I. (2014, October 6). Running to Safety in Caracas.

Citylab. Retrieved October 1, 2014, from http://www.citylab. com/crime/2014/10/running-to-safety-in-caracas/381121/ In this article, Irene Caselli reports on a running group in one of the most dangerous cities in the world, Caracas. The group ensures the safety of its members by encouraging as many runners to join as possible. At the time that the article was written, the group consisted of 300 members. The idea being that the more people that run together, the safer it is for each individual. This successful, real-world example is a testament to the theory of Safety in Numbers.

Casey, R. (Photograph). (2008, August 27). “Dinner Party” [digital image]. Retrieved from https://www.flickr.com/photos/ rlcasey/2880944003/in/photolist-4MG3re-aLAWRB-8ZFQARbZipW5-5ajHeF-41Q8Bo-9h5mvj-nqka6A-nqk9VW-nqjZiZnELVqj-5NcZXe-ehvVx5-5ozAhk-5o9P66-P5HY-jA9pa4LWVS-8qpuoc-98kXs6-nGPxV6-nGPxXv-nJAYyB-7Fvzcf6UiJMw-aLAVAk-aLATZF-aLASWP-8zUJZb-8ZJVQw8ZJVXU-7ah1xG-4ML7kL-6YaF4w-4Q4tTb-7FvkpW-7FruAFThis photograph of a dinner party was used in Concept I and Concept II in the Interview Probe.

Euloth, G. (Photograph). (2013, April 13). “Rainy Day Driving” [digital image]. Retrieved from https://www.flickr.com/photos/ eulothg/8646859154/in/photolist-eb6pYw-naCznB-nv3B7w48utdb-eBEvp-dN1ryJ-naCzog-nrQE5e-aWxvs2-88nDqE69KKDg-722MyC-dkjpb2-pyCGeu-8fTeBq-e48h5a-aHksMz9ahhtB-dzcK2F-7xSVGe-88Fp2u-dkjpRb-qbakNt-8dXbyM965T5D-77Nroa-bvyfx9-egkiPH-8ab6Dg-5rxFFq-71XJ7r6K2wVE-qbakCD-pTVr5v-8hwPsp-83md This photograph of a red car driving in the rain was used in Concept I and Concept II in the Interview Probe.

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Fernandez, S. (Photograph). (2012, March 26). “Stacking Up and Defying Time” [digital image]. Retrieved from https://www. flickr.com/photos/susivinh/7019888809/in/photolist-wQXnM2GJXF6-2PgAx-4DHfEy-4DHgfd-4DCYzX-qMNtE-5C5CTUbGjLnF-9m35Ak-rJqpw-k5TVs-cAPJ1-7BAEiV-v1JHi-51t5TC9vQAMb-fJqXgQ-6ubkLW-LHp2j-dGa2xi-ca5ZF-cBJ5ddAExqb-2qKgwi-2U9nA-7Cby3b-97Am4U-5um5cn-5dnw9EofqkLo-6E9cgn-aDMfz-38JfvM-qyw55R-4CPQvv-387ctf6TrbsK-7RBVtj-7vvyo2-aitrsG-67vRH2-6mmm2 This photograph of a stack of books was used in Concept I and Concept II in the Interview Probe.

Frishberg, L. (2006, January 1). Presumptive Design, or Cutting the Looking-Glass Cake. Interactions, 18-20.

In this article, Leo Frishberg explains the merits of Presumptive Design. In contrast to a traditional design process, where research proceeds design, Presumptive Design advocates for design to proceed design. In other words, design is another avenue for doing research.

Through designing artifacts that embody our assumptions, we highlight those assumptions and in most cases quickly discover how and why those assumptions are causing our designs to fail. The idea is to fail as quickly as possible in order to arrive at a successful solution as soon as possible. This article inspired me to use a probe early on in my design process in order to externalize my assumptions and observe my subjects’ reactions to them.

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Appendix V: Works Cited

Gonzalez, M. (Photograph). (2011, February 9). “Nurse with a Patient” [digital image]. Retrieved from https:// www.flickr.com/photos/merlin1487/5908737371/in/ photolist-a18PLg-dKTNUN-92mUrT-dgpbcF-7aGR57bEgURW-goStrY-AKC4i-2nZdAt-qxSGhL-85MyC-h5TabrbTbDRH-pcuLz-bEgV65-5iJAiZ-6Gpa1C-9Mr2B1-bdyzuRdpDkQm-aVeAgt-7kFBUH-5ZuHv5-bTbDTa-7Ng6QThis photograph of a nurse holding hands with a patient was used in Concept I and Concept II in the Interview Probe.

Goodyear, S. (2013, July 22). A New Way of Understanding ‘Eyes on the Street’ Citylab. Retrieved December 1, 2014, from http://www.citylab.com/crime/2013/07/new-wayunderstanding-eyes-street/6276/ In this article, Sarah Goodyear reports on an event called Night Out for Safety and Democracy. The event, which is facilitated by an organization called Justice for Families, aims to reframe the conversation around neighborhood safety. The organization questions the goals of the Neighborhood Watch, which ask that residents be the eyes and ears of the police. Instead, Justice for Families asks that neighbors “see” each other rather than “watch” each other. Justice for Families believes that understanding and empathizing with neighbors will foster rather than divide communities, consequently creating safer neighborhoods.

IT’S ABOUT TIME! (2013, September 15). Retrieved April 1, 2015, from http://blog.uber.com/share-my-eta In this blog post, Uber presents a new feature called, “Share my ETA.” Similar to the surveillance feature in Wag, “Share my ETA” allows users to share their route with friends and family. Uber explains that the primary purpose of this feature is to make meeting up with colleagues easier. The secondary reason is to make meeting up with friends easier. The tertiary reason is to allow tracking for safety purposes.

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Jacobs, J. (1992). The Uses of Sidewalks: Safety. In The Death and Life of Great American Cities (Vintage Books ed.). New York: Random House.

In her book, The Death and Life of Great American Cities, Jane Jacobs investigates the ingredients that make for a safe neighborhood.

Although lower-class neighborhoods tend to be plagued with high crime rates, Jacobs asserts that class has less to do with this phenomenon than we think. It’s the actual organization and planning of city streets that have a high impact on whether a neighborhood will be notorious for crime or not. Neighborhoods with homes set back from the street and possessing little commercial activity create isolated spaces that are less inviting to pedestrians. These kinds of spaces encourage crime, because there are less people around to bear witness. In contrast, in neighborhoods where homes abut the street and sidewalks are bustling with passers-by, less crimes are committed, because there are many more eyes on the street to witness what is transpiring.

Laing, O. (2015, April 1). The Future of Loneliness. The Guardian.

Retrieved April 1, 2015, from http://www.theguardian.com/ society/2015/apr/01/future-of-loneliness-internet-isolation In her article, The Future of Loneliness, Olivia Laing discusses loneliness in the internet age. Although the internet allows people to connect with a greater quantity of people than possible in the physical world, most internet users still feel alone. This is due to the fact that people feel that they must present an idealized version of themselves online, because any sort of online expression is permanent and subject to the scrutiny of others around the world. Because people feel that they can not truly be themselves online, their relationships feel less genuine and therefore feelings of loneliness ensue. This article points out the disadvantages of online surveillance and how too much of it can lead to feelings of isolation and stratification within a community.

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Appendix V: Works Cited

Lazarevski, M. (Photograph). (2012, October 20). “Cooking in the Kitchen” [digital image]. Retrieved from https://www.flickr. com/photos/mlazarevski/8108416027/in/photolist-dmvKAkcBBecC-7F2TLU-hZ62ds-8bTzrU-fSBwTx-5CaS6q-7uWykdbUcVfd-kVLqrx-cEuBU-dCBPMH-hWMMXA-5Kz4rZ-c5Jp1996m5ib-ejru3C-5ufZfi-tkX78-8hxmVj-6ZiTmo-ijGo394XyViH-2bkYqG-a62juE-5B3Rhs-edYgbW-nySvZK-8oAfkaon5Jg3-4hbD6T-gpe7i1-27owQA-yDcve-b8Xtnn-8eomwiL8VBx-jqQTtm-257Uka-obSvES-5LCmo9-oUKSA9-5M9tWN8QikAj-8tTef-ak3BWY-mYLTZx-4fTPJ7-4fhAvC-9EEhPG This photograph of a woman cooking a meal was used in Concept I, Concept II and Concept III in the Interview Probe.

Lee, B. (Photograph). (2012, April 16). “A Dog is the Only Thing on This Earth That Loves You More Than He Loves Himself ” [digital image]. Retrieved from https://www.flickr.com/photos/ brianne_lee/6939577496/in/photolist-bze9BS-nXmwAgnTJcgh-ob95oQ-nES6Kj-bDBRP9-foNwMH-nXfHTCjN2Qjh-nXeQPm-nXfGZo-nERUMZ-oQZnWS-4yiRSPgwQyY-h27JWk-nZ8Vxv-owLCmK-c9vrcq-a1wddm-bdpECV5xquHB-gzX97Y-7DXVci-oiYVuo-nESXbn-boF7X1-7VgULG6xyR8F-g8FyDb-fHLhHv-7DXbG8-i1iGws-mv6MRu-crimbffpqQDf-op6ThQ-5xnCgW-cBjvMN-7V8G53-bME2Wc-6s4epM-dmaHJX-bhrh6F-dmaNmu-dmaJcB-iynuJE-aNozJcdcdZKQ-oKGApW This photograph of a girl petting her dog was used in Concept I, Concept II and Concept III in the Interview Probe.

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McCormack, S. (2015, January 14). Another Uber Driver Accused Of Sexually Assaulting a Passenger. The Huffington Post. Retrieved April 1, 2015, from http://www.huffingtonpost. com/2015/01/14/uber-driver-sex-assault_n_6474084.html In this article, Simon McCormack sheds light on a series of Uberrelated sexual assault incidents that occurred within the United States in 2015.

McPherson, M., Smith-Lovin, L., & Cook, J. (2001). Birds of a Feather: Homophily in Social Networks.” Annual Review of Sociology, (27), 415-44.

In this article, sociologists McPherson, Smith-Lovin and Cook discuss the phenomenon of homophily, which is the tendency for humans to form social groups based on similarity. Race, age, religion, education, occupation and gender are the primary categories by which humans tend to group themselves. This tendency to socialize with similar people, i.e. a subset of individuals, limits the range of information and perspectives that reach individuals within a homogeneous community.

Meece, M. (2012, August 7). National Night Out: How Well Do You Know Your Neighbors? Forbes. Retrieved April 1, 2015, from http://www.forbes.com/sites/mickeymeece/2012/08/07/ national-night-out-how-well-do-you-know-your-neighbors/ In this article, Mickey Meece reports on National Night Out, an event that encourages neighbors to get to know one another. Meece cites surveys conducted by Nextdoor.com to show that a significant number of home-owners desire to get to know their neighbors and feel safer when they do. The Association of Town Watch annually organizes National Night Out with the end-goal of creating safer, more connected neighborhoods.

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Appendix V: Works Cited

Nguyen, L. (Photograph). (2012, March 1). “Everyone Needs a Midnight Walk, Sometimes” [digital image]. Retrieved from https://www.flickr.com/photos/lng0004/6799757796/in/ photolist-bmSx6o-ecf4Sc-qesQoa-jKTTjq-nYxKc1-8k6mvCoMseMg-gYerTf-4qf9pR-6GDMCp-iDTPXP-TiqzA-hw9zAP5DrGPN-7dx1mF-5uZ3i-XPCNf-48EYrC-4JTdQX-e5NsHR-6begYV-diDjrR-4hta3W-9ufs3u-5QvLZv-d3BrYY-buwDSYiknb5-4rXy9Y-mznWGu-dWcEUB-48EWKJ-dbsfLu-24kLrk6Zx63g This photograph of two individuals walking together at night was used in Concept I and Concept II in the Interview Probe.

Ofanaye, B. (Photograph). (2014, May 3). “Curiosity” [digital image]. Retrieved from https://www.flickr.com/photos/ blinkofanaye/15622909744/in/photolist-pNxuLQ-6CWduM8Zvp2E-atqXtk-b5e8jP-57BbT2-jLPXnA-bzJbCh-op6DNZowAvJt-pxTGKD-agUDxN-dU1LBP-jEqkC2-dLVog7-yUH1PrxYaN-7M6Qe-nkU18g-oePpkc-9sqb4G-2PKA49-6RBcAG2PF94T-52RuuH-aveEpL-2PKzKA-6Rxa4z-nkRq21-2dBu5QrxZ3d-cqitL7-c9UgYG-c3m5Wd-oMjARCThis photograph of a mother and her toddler was used in Concept I and Concept II in the Interview Probe.

Portigal, S. (2013). More Than Just Asking Questions. In Interviewing Users: How to Uncover Compelling Insights (p. 56).

Brooklyn, New York: Rosenfeld Media.

In this chapter of Interviewing Users, Steve Portigal discusses how to enhance the interview process through the use of additional items, such as artifacts and probes. Portigal explains that concepts presented via artifacts during interview sessions can aid in testing hypotheses relating to a research area. Therefore, even concepts thought to be undesirable can be presented, as long as they help test the hypotheses in question.

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Roy, S. (2012, August 23). For Indian Women, Teasing Is No Laughing Matter. Morning Edition. Retrieved April 1, 2015, from http://www.npr.org/2012/08/23/158369398/for-indian-womenteasing-is-no-laughing-matter In this segment of Morning Edition on NPR Radio, Sandip Roy discusses the Indian custom of Eve Teasing. According to Roy, Eve Teasing is a euphemism for sexual harassment that takes place in public space. Eve Teasing can range from lewd comments to gropes to sexual attacks. These incidents occur in the public eye and often go unpunished.

Shontell, A. (2011, December 7). My Nightmare Experience As A TaskRabbit Drone. Business Insider. Retrieved March 1, 2015, from http://www.businessinsider.com/confessions-of-a-taskrabbit-2011-12 In this article, Alyson Shontell reveals the unpleasant situations in which TaskRabbit workers who are affectionately called “Taskers” find themselves. Although Taskers must undergo a fairly thorough vetting process to ensure the protection of users, users themselves aren’t required to go through any sort of rigorous vetting process, leaving Taskers unprotected.

Trentacoste, M. (Photograph). (2008, August 25). “My Apartment” [digital image]. Retrieved from https://www.flickr. com/photos/squarewithin/2797191236/in/photolist-5gbkv7jxvQsX-pCDM95-2ePAgJ-eUK2UJ-p5iuBh-qcTao-co4iKfRRdfu-4o23QC-4RVUs9-5NWwSi-ag74rL-dRzV2-ePSD44gGCoo1-bV3vmG-6ZoX4f-5yMwz1-f3J4X-fbwDP-4ymVGna9Xe3b-gAn1bF-4eQSb-gw97tZ-avtk9m-6khR3Z-256LR5NWyuv-f6TL2-arqS33-6mB6ZC-5GRPb3-3DHXNY-ckALNngTSgL-BSyyK-i9wkN-cuQrXu-dKUnon-c29qf5-bBfLrRrfb8X-nNA2qs-ptvXm-5wxZRG-7dihVZ-bke4q6-awRWUJ This photograph of an empty bedroom was used in Concept I and Concept II in the Interview Probe.

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Appendix V: Works Cited

Vanhemert, K. (2013, August 26). The Best Map Ever Made of America’s Racial Segregation. Wired. Retrieved April 1, 2015, from http://www.wired.com/2013/08/how-segregated-is-yourcity-this-eye-opening-map-shows-you/ In this article, Kyle Vanhemert showcases the racial maps created by Dustin Cable of the University of Virginia. Using data from the 2010 U.S. Census, Cable assigns colors to U.S. residents based on race and displays each resident as a dot on the U.S. map. The result is a map composed of abutting color blocks. These visualizations are significant, because they substantiate claims regarding the existence of modernday segregation.

Wilhelm, A. (2015, April 5). Wag Launches Its On-Demand Dog Walking App In San Francisco. TechCrunch. Retrieved April 1, 2015, from http://techcrunch.com/2015/04/05/wag-launchesits-on-demand-dog-walking-app-in-san-francisco/ In this article, Alex Wilhelm describes the capabilities of “Wag,” a dog walking app that has recently expanded into San Francisco. “Wag” connects dog walkers with local dog owners, who need help with their pets. The app vets dog walkers through background checks and also allows dog owners to verify that their dogs are indeed being walked through surveying their route in real-time on a digital map. This type of online surveillance is starting to be featured in other apps that offer offline services.

Wilson, T., & Dunn, E. (2004). Self-Knowledge: Its Limits, Value, and Potential for Improvement. Annual Review of Psychology, 55.

In this article, Wilson and Dunn assert and substantiate through various studies that it is difficult for people to know their internal motivations and true feelings. This is due to the fact that we as humans are not conscious of the majority of our mental processes. This article inspired the use of a probe in my Capstone project, because a probe might elicit observable reactions that could be accurately interpreted, whereas a traditional interview might rely solely on a subject’s tenuous ability to introspect.

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