Daniel G Cabrero

Heike Winschiers-Theophilus

Hedvig Mendonca
email: hmen-donca@polytechnic.edu.na

User-Created Personas -A Micro-Cultural Lens into Informal Settlement's Youth Life

Keywords: Participatory Design, Service Design, Work Analysis, Personas, HCI4D, Micro-Cultures, Walking-Method, User-Created Personas, UX

Participatory Design (PD) and service design have shown great potential in co-designing feasible solutions with marginalised societies. This study is part of a research project where dwellers in the informal settlement of Havana in Windhoek engage in context analysis for the establishment of a community centre offering technologies and services supporting the unemployed in finding work opportunities, self-employment and training. Participants first walked us through their neighbourhood pinpointing existing challenges they then communicated through persona sketches of local disadvantaged individuals like prostitutes and criminals. Societal issues, collective representations and sociotechnical gaps emerge, and participants reimagine these into work opportunities, enterprising, community cohesion, and overall alleviation and life improvement. The object of research is to align social realities, existing technologies, and design requirements to ensuring suitable usability, financial affordability, fulfilment of User Experience, and the ultimate self-sufficiency of community and overall project. This paper ultimately argues User-Created Persona (UCP) in PD as a fruitful inquisitive proceeding to explore and augment pervasive and smart work possibilities in locales with limited opportunity and resources.

Introduction

Participatory approaches to development in the Global South have been established over the past decade. A number of participatory initiatives in Southern Africa have been launched with a primary focus on empowering and engaging marginalized youth currently excluded from the job market. While the youth unemployment rate is alarmingly high in Southern Africa, the potential in co-designing feasible solutions with marginalised youth has been demonstrated eclectically [START_REF] Mendonca | Youth Empowerment: the Role of Service Design and Mobile Technology in accessing reproductive Health Information[END_REF][START_REF] Miettinen | My Dream World 2: Constructing the Service Prototype with Namibian Youth[END_REF][START_REF] Onwere | Youth Empowering the Youth through Participatory Service Design[END_REF][START_REF] Parker | RLabs: A South African Perspective on a Community-Driven Approach to Community Informatics[END_REF] by deploying different methods of service design, PD and living lab approaches locally. Much of the PD literature cautions researchers about fundamental differences of the conceptualization of participation in different contexts and the need for a situated adaptation of methods [START_REF] Winschiers-Theophilus | Being participated: a community approach[END_REF]. Personas have been a widely used technique in User-Centred Design (UCD), which, however, in a cross-cultural setting carries a high risk of misinterpretations [START_REF]Innovative Solutions: What Designers Need to Know for Today's Emerging Markets[END_REF]. Thus we propose the use of User-created Personas (UCP) as one of the newly revised techniques in the form of a fruitful inquisitive, TV-based proceeding to explore and augment contextual understanding in a cross-cultural setting. Personas created by users hold the potential of empowering regular people to define who they are and what they need in their current lives, as well as in endearing regular users to the technological design process. This is possible because designing in their own footings regular people can naturally express their needs, requirements and aspirations.

Our current community outreach work, scientific research and aims concur with, and strive to align with some of the actual needs, requirements and aspirations of youth dwellers in the informal settlement of Havana in Katutura, Windhoek, Namibia. Scaffolding from the above, this study dissects and analyses a series of actions where youth living in Havana engaged in context analysis towards the establishment of a community centre that seeks to offer services and technologies to support the unemployed to finding work opportunities, self-employment and training.

In this paper we analyse and report how youth in Havana take-on, understand, and create persona artefacts as part of the context analysis and design of a better future. This specific study is part of the first author's research agenda on establishing how different ethnic groups in Namibia conceptualize and construct personas [START_REF] Cabrero | Reflecting User-Created Persona in Indigenous Namibia: what NOT to do when working in Foreign Land[END_REF][START_REF] Cabrero | User-Created Persona: Namibian rural Otjiherero speakers[END_REF][START_REF] Cabrero | Participatory Design of Persona Artefacts for User eXperience in non-WEIRD Cultures[END_REF]. The objective of this intervention is, hence, to find out how user-created personas may assist to better understand the needs, requirements and aspirations of the youth in Havana, and how such personas may eventually benefit the development of the series of services and technologies proposed such as the job-search apparatus among others.

In the following section we briefly introduce the wider literature on personas in non-WEIRD (Western, Educated, Industrialised, Rich and Developed) countries [START_REF] Henrich | The Weirdest People in the World[END_REF]. We then introduce the project context, methods deployed, and a briefing on findings. Methods described and analysed in detail follow, while a discussion on them leads to conclude to have established the value of UCP as a participatory approach to appreciate the context and design services and technologies in collaboration with the youth.

Personas for Development

Human Work Interaction Design (HWID) endeavours to better understand relationships between concepts and methods in Human-Computer Interaction (HCI) and their meanings to local and indigenous groups [START_REF] Clemmensen | CHI 2013 human work interaction design (HWID) SIG: past history and future challenges[END_REF]. A paucity of empirical HWID projects in developing venues, however, contrasts with ventures in HCI for development (HCI4D) that strive to enable and empower people in underserved or marginalized populations worldwide [START_REF] Al-Ani | Featured community SIG: human-computer interaction for development[END_REF]. Some of these projects test, question and repurpose research and usability methods [START_REF] Anokwa | Stories from the Field: Reflections on HCI4D Experiences[END_REF][START_REF]Innovative Solutions: What Designers Need to Know for Today's Emerging Markets[END_REF][START_REF] Chetty | HCI4D: How Do We Design for the Global South?[END_REF][START_REF] Katre | User Persona: Its Application and The Art of Stereotyping[END_REF], while others propose processes where engagement with locals is in their very own terms [START_REF] Dourish | Ubicomp´s Colonial Impulse[END_REF]. The array of perspectives, nevertheless, parallels present rates of unfruitful deployments [START_REF] Blake | Teaching design for development in computer science[END_REF], which some argue due to ideas in developing venues maturing slowly and over time [START_REF] Wyche | Exploring mobile phone and social media use in a Nairobi slum: a case for alternative approaches to design in ICTD[END_REF].

Grounded on their work with unemployed youth in low-income settlements nearby Kampala, Uganda, [START_REF] Gough | Researching Entrepreneurship in Low-Income Settlements: the Strengths and Challenges of Participatory Methods[END_REF] point out the significance of choosing the right methods to establish engaging research relations, as well as to gain a deeper contextual understanding. This, we argue, is because groups of humans coexisting in developing contexts do so under specific historical and geo-physical conditions that peculiarly characterise the dwellers and environments such as those in townships.

We postulate that such milieus function as micro-cultural contexts whereby to develop a small model of culture could either be gradually expanded into a larger model, or, to our current aims, it could evolve into a more manageable assembly of people's characterisation and placing regarding sociotechnical needs and aspirations [START_REF] Löfstrom | What is Culture? Towards Common Understandings of Culture in HCI[END_REF].

Eyeing through such lens, we propose local youth in Havana to conform and design persona artefacts as characters for a TV-series based on the surroundings, as a possibility to mediate the improvement of their lives through the establishment of the community centre and technologies proposed. Such personas attempt to magnify the needs and requirements of locals to communicate them to the design process. Developing characters for the TV-series serves as training part of the overall engagement of the youth in activities proposed by this project to ameliorating lives in Havana [START_REF] Winschiers-Theophilus | A Challenge-Based Approach to Promote Entrepreneurship among Youth in an Informal Settlement of Windhoek[END_REF].

In this vein, we propose the deployment of UCP as an means to (1)facilitating youth conveying their identities, surroundings and daily experiences; (2)continue exploring persona as a communicational tool in Namibian sites [START_REF] Cabrero | Reflecting User-Created Persona in Indigenous Namibia: what NOT to do when working in Foreign Land[END_REF][START_REF] Cabrero | User-Created Persona: Namibian rural Otjiherero speakers[END_REF][START_REF] Cabrero | Participatory Design of Persona Artefacts for User eXperience in non-WEIRD Cultures[END_REF] by openly proposing it to final users through engagement, reciprocity and doing [START_REF] Brereton | Beyond Ethnography: Engagement and Reciprocity as Foundations for Design Research Out Here[END_REF]; (3)keep investigating the debated and scarce pragmatism of persona in HCI [START_REF] Williams | A Collaborative Rapid Persona-Building Workshop: Creating Design Personas with Health Researchers[END_REF]; and (4)to assist the overall 'discovery' of persona artefacts beyond Western settings [START_REF] Nielsen | Personas in Cross-Cultural Projects[END_REF].

Our argument on deploying persona scaffolds from the paucity of general empirical research [START_REF] Nielsen | Persona is Applicable: A Study on the Use of Personas in Denmark[END_REF] and the fact that the scarcity is even greater outside the West [START_REF] Nielsen | Acting as Someone Like Me: Personas in Participatory Innovation[END_REF].

At the time of writing this manuscript, most research has positioned personas in contexts beyond WEIRD [START_REF] Hisham | Experimenting with the Use of Persona in a Focus Group discussion with Older Adults in Malaysia[END_REF][START_REF] Lecomte | Towards a Better Frugal Design using Persona -issues and insights from an ethnography on prosthetics in Vietnam[END_REF][START_REF] Guimarães | Oportunidades e Recomendacões para o Contexto Brasileiro de Interacão Humano-Computador e Design Centrado no Usuário a partir do uso de Personas[END_REF] by deploying template-styled outfits similar to the initially conceived by Cooper [START_REF] Cooper | The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity[END_REF] in the US, namely a written narrative, a picture and a name [START_REF] Miaskiewicz | A Latent Semantic Analysis Methodology for the Identification and Creation of Personas[END_REF] that strive to represent a group of users with common goals, attitudes and behaviours when interacting with a product or service [START_REF] Putnam | Communicating about users in ICTD[END_REF]. Persona's core motivation, though, contrasts with recent ethnographic studies that reveal its dubious utilisation, and therefore effectiveness in UCD, WEIRD settings [START_REF] Friess | Personas and Decision Making in the Design Process: an Ethnographic Case Study[END_REF]. Lacking hence an ultimate consensus, many researchers and practitioners hold prejudices on the value of persona as a design communicational tool [START_REF] Williams | A Collaborative Rapid Persona-Building Workshop: Creating Design Personas with Health Researchers[END_REF].

In India Katre [START_REF] Katre | User Persona: Its Application and The Art of Stereotyping[END_REF] and Chavan and Prabhu [START_REF]Innovative Solutions: What Designers Need to Know for Today's Emerging Markets[END_REF] claim persona as it is commonly known is impeached with cross-cultural assumptions. Adapting persona a la Bollywood for usability testing, Chavan and Prabhu claim it facilitates a more effective user-designer communicational exchange in Indian settings [START_REF]Innovative Solutions: What Designers Need to Know for Today's Emerging Markets[END_REF].

Nielsen [START_REF] Nielsen | Personas in Cross-Cultural Projects[END_REF] hence ultimately problems whether the persona artefact, in taking the role of a translator of usability constructs and goals of User Experience (UX), may be taken-on, understood, created and transferred equally across cultures.

In this vein we first maintain the persona artefact has not yet been provided with ample enough occasions to be guided and fabricated by the consumers themselves. Based on previous [START_REF] Cabrero | Reflecting User-Created Persona in Indigenous Namibia: what NOT to do when working in Foreign Land[END_REF][START_REF] Cabrero | User-Created Persona: Namibian rural Otjiherero speakers[END_REF][START_REF] Cabrero | Participatory Design of Persona Artefacts for User eXperience in non-WEIRD Cultures[END_REF] and ongoing experiences [START_REF] Cabrero | Ovahimba Knowledge through Storytelling and Personas: Technologies, Methods and Challenges Ahead[END_REF], then, we argue persona in Namibian sites holds potential in allowing people to genuinely depicting themselves for the usage of technologies.

"Live Design. Transform Life" Project

This project stems from an ongoing venture by the School of Computing and Informatics at the Polytechnic of Namibia (PoN) into co-designing new services and technologies with marginalized youth in urban and rural Namibia through service design.

The overall project aims to explore how mobile applications and innovative service design balance formal education to develop youth, thereby opening new and viable career opportunities [START_REF] Onwere | Youth Empowering the Youth through Participatory Service Design[END_REF].

Research site

Since October 2014, one of the pilot sites of this project has been the Kabila Community Centre in Havana, one of Katutura's informal settlements in Namibia's capital Windhoek. Katutura means we do not have a permanent habitation, as black communities were forcefully allocated, and tribally segregated here by apartheid during the 1950s and 60s [START_REF]History of Old Location and Katutura[END_REF]. This heritage makes Katutura to hold on to a historical susceptibility towards unemployment, lack of services and amenities [START_REF] Friedman | Deconstructing Windhoek:Urban Morphology of Post-Apartheid City[END_REF]. This is despite more and more people move to Windhoek hoping to find employment and a better life. And yet approximately half of Windhoek's population lives in Katutura with a traditionally overwhelming majority of rural-urban migrants [START_REF] Nghiulikwa | Re-situating and shifting cultural identity in contemporary Namibia: The experience of rural-urban migrants in Katutura[END_REF].

Havana is an informal settlement in Katutura that currently holds a scarcity of basic living facilities typical of slums [START_REF] Wyche | Exploring mobile phone and social media use in a Nairobi slum: a case for alternative approaches to design in ICTD[END_REF], such as adequate housing, electrical reach, access to potable water, and hygiene resources like proper showers to serve sanitation. Wastelands surrounding inhabitants' shanties, drunkenness, and a lack of education are, instead, the daily encounters for the inhabitants in such site. In turn, this situation neither helps the intellectual and humanly growth, nor favours employment, a rather bleak issue in this particular locale, as well as in Namibia as a Nation [START_REF] Winschiers-Theophilus | A Challenge-Based Approach to Promote Entrepreneurship among Youth in an Informal Settlement of Windhoek[END_REF].

Research aim

The object of this particular research is to identify sociotechnical gaps, to communicate these to design through the UCP to eventually device optimal community interactions around physical spaces, available technologies and logistics anew. The pragmatic objective is to establish socio-technical requirements and align them both, with existing situations and to the technologies available. The final aim is to align social realities, existing technologies, and design requirements to ensuring suitable usability, financial affordability, fulfilment of UX, and the decisive self-sufficiency of the community and project.

Research approach

This project is carried out within a PD framework encompassing service design as the pragmatic conceptualisation, and as the object of the technological design per-se. Theoretically, the focus of this research is grounded on previous UCP empirical experiences in Namibian ethnical contexts [START_REF] Cabrero | Reflecting User-Created Persona in Indigenous Namibia: what NOT to do when working in Foreign Land[END_REF][START_REF] Cabrero | User-Created Persona: Namibian rural Otjiherero speakers[END_REF][START_REF] Cabrero | Participatory Design of Persona Artefacts for User eXperience in non-WEIRD Cultures[END_REF].

As per different phases and stakeholders involved in the process, an initial group of PoN and international students explored challenges and possible technical solutions in Havana and found out that there was a need for a job-search tool. Since then, a second generation of PoN students engaged in developing the job-matching-ranking system, as well as in promoting entrepreneurial activities through a challenge-based approach.

Participant youth in Havana, thus, engaged in work analysis in preparation to launch a community centre and a technological job-search tool initially identified as a need. Both items aim to alleviate local unemployment by providing training and work opportunities. The account narrated below consists of the phases and concurrent activities such as contextual mapping and need analysis that took place in the form of Walking Havana, User-Created Personas (UCP), Interviews and Enhanced UCP.

Walking Havana

Walking Havana aimed to inform researchers on local realities and socio-technical gaps by mapping-out the geography and physicality of the Havana area. Researchers proposed this as a 'location scouting' typically utilised in film and TV productions. The objective was to enable participants take-on the role of location scouts and spot and narrate genuine localities depicting realities in Havana for the TV-series.

User-Created Personas (UCP)

Participants then engaged in creating embodied sketches of regulars in Havana. The objective was to assist depicting characters for the TV-series that are distinctive of the settings shown through the Walking Havana method. In creating such characters, participants communicated explicit and implicit needs, requirements and aspirations towards the design of environments that hold the potential of facilitating a more humanly progress in life.

Interviews

Concurrently, semi-structured individual interviews attempted to find individuals' needs, requirements and aspirations. While these interviews support the findings of the larger project in regards, for instance, to technology ownership, it is in the informality of some of the conversations we found fruitful experiences in regards to the engagement and reciprocity between researchers and local participants in the process of doing [START_REF] Brereton | Beyond Ethnography: Engagement and Reciprocity as Foundations for Design Research Out Here[END_REF]. This aids to better understand and therefore keep aligning the aims and objectives of the community and those of the researchers.

Enhanced Personas

In a later intervention participants further developed the above personas and reimagined these into enterprising and work opportunities, community cohesion, and overall alleviation and life improvement recounted as a series of challenges in [START_REF] Winschiers-Theophilus | A Challenge-Based Approach to Promote Entrepreneurship among Youth in an Informal Settlement of Windhoek[END_REF]. In further proposing UCP, the aim was to build upon data previous participants had found relevant in representing some of the needs, requirements and aspirations towards promoting a grounding of the personas initially worked out to establishing sociotechnical gaps through the addition of scenarios.

Each of the sections introduced above and detailed below, presents now the method initially chosen and its intended in-depth utility, as well as the actual deployment and outcomes provided using each of them.

Walking Havana -Revealing Sociotechnical Gaps

Walking Havana assisted five female and male locals and five PoN researchers to initially identify local realities by mapping-out the area's physicality (Figure 1).

The walk got proposed as "location scouting" for a pilot TV-series based on the joint-challenges and activities to be undertaken in Havana [START_REF] Winschiers-Theophilus | A Challenge-Based Approach to Promote Entrepreneurship among Youth in an Informal Settlement of Windhoek[END_REF]. So, it got filmed and photographed for such purpose and for research analysis as well.

Participants pinpointed an overall paucity of electrical reach, grim access to potable water, wastelands around inhabitants' shanties, drunkenness, and scarcity of hygiene resources where public decaying open-showers serve locals for sanitation (Figure 2). They also indicated regular power cuts (as occurred in the persona session below), and pinpointed ongoing brick structures and cementations intermingled with shanties.

Mapping Havana revealed sociotechnical matters typically attributed to slums [START_REF] Wyche | Exploring mobile phone and social media use in a Nairobi slum: a case for alternative approaches to design in ICTD[END_REF] for their basicness in needs and nature. For the purpose at hand, however, this seemed material enough to consecutively propose participants to create 'persona characters' inspired by Havana local inhabitants and their environments.

UCP -Embodied Underrepresented Sketches

Scaffolding from the walk, and continuing with the plans for the TV-series, participants plus two new late-arrivals developed some characters depicting Havana locals. Pens, markers, newspapers, magazines, and A4 and A1 paper were layout, and the youth split into Groups A and B. The aim was (1)to observe who in the community gets characterised; (2)to explore the reasoning behind such choice;

(3)what information would emerge from characterising locals; [START_REF] Blake | Teaching design for development in computer science[END_REF]to what extend this facts resonate with issues encountered in the walking session, and (4)how the participants ultimately would build and depict characters on their own.

It is worthwhile noting participants have not yet been introduced to the persona tool. We postulate this legit to avoid rhetorical hurdles, jargon impediments, and the unnecessary inconvenience of some abstractions in technicality and HCI concepts [START_REF] Chetty | HCI4D: How Do We Design for the Global South?[END_REF]. Instead they were asked to create "actors" for a movie to be co-directed by them.

After 20 minutes Group A presented a written narrative entitled "Living like Slaves -Havana Location": 19 year-old Eddy came to live in Windhoek aged 16 and currently lives in a shanty; he cooks with firewood and has no direct access to electricity or water (Figure . 3).

Group B produced a collage entitled "Unemployed Youth" from press cut-outs and handwritten text (Figure 4). The collage consisted of collective characters and several joint-background scenarios that explain why and how a local female and a male turn into prostitute and gang member respectively through time and unfavourable conditions in the vicinity. "Tselestina and her friend undergo hardship and decide to stand outside a club "for hunting" foreigners looking for escorting (Fig. 4, centred); Sequentially, Alomgombe and Johanes got stopped and arrested to custody in a shopping mall (centre right). Meanwhile, 5 year-old Tselestina, Alomgombe and Johanes are "playing at their location" while dogs eat from a dumping site beside (top left corner). Top right corner, a press cut-out and written text tell on parents rallying against (1)high youth unemployment, ( 2)children standing by dumping sites, and ( 3)to achieve better housing. This is further supported by another cut-out (far right top) where there is a casserole with the words Education and Success embedded and steaming from the pot; and a burning fire underneath with the words Teachers, Parents, Pupils rooted in the logs. Bottom-left, the pictorial shows people rioting with burning tires, while the narrative describes shanties burnt because of paraffin stove and candles' indoor use.

While Group A portrayed a brief written description on Eddy's housing situation living as a slave, it delivered no further detail about situational causes on Eddy's life. Group B however provided relational causes and consequential effects through graphic and text association in the narratives of the two main characters of choice. Relationally, Group B (1)interwoven Tselestina and Johanes' background stories from childhood, (2)implemented mothers as supporting characters, (3)rioters playing 'extras', (4)dogs, food leftovers, and car wheels as commonly encountered props, and (5)local sceneries as backdrops (Figure 4.1 above). They also conveyed a particular pairing of pictures whereby people (i.e. personas) and settings (i.e. scenarios) were exposed side-by-side. Consequentially, individuals' personal issues came together depicting a strong sense of community support that illustrates the enrooted sense of holism in family union and public resilience prevailing in these settings through the years before apartheid [START_REF] Wagner | Ethnographic Survey of South West Africa[END_REF]. This parallels previous political accounts of UCP research in other Namibian settings where alien invasion has also shown its signs of inheritance in the people's longing [START_REF] Cabrero | User-Created Persona: Namibian rural Otjiherero speakers[END_REF]. The accounts and major concerns perceived and expressed by the dwellers seem to furthermore resemble previous narratives collected with unemployed youth in the capital [START_REF] Onwere | Youth Empowering the Youth through Participatory Service Design[END_REF].

Individual Interviews and Informal Conversations

Along the above interventions, individual stories are continuously collected in the form of separate interviews. While this data will be used for different research purposes, the aim in relation to the present study is to compare "real stories" with those created in the actors' stories in order to evaluate the usefulness of UCP in this context. Moreover, this established a baseline data on the tenure of basic and smart cellphones.

Informal conversations with one participant, besides, revealed a genuine, quasiadamant interest in acquiring a set of musical instruments for the community centre. As part of the overall community-centred system in Katutura, there are dated recounts of 'the tribal court' and the brass bands ethnic groups living in Katutura until terminated by apartheid [START_REF] Wagner | Ethnographic Survey of South West Africa[END_REF]. This may not seem part of work analysis to practitioners outside the Arts world or not acquainted to History. Yet, it provides with an array of implicit possibilities for the future of technological pervasiveness in these settings.

7

Reshaping UCP: Establishing Sociotechnical Gaps through

Sticky-Note™ Scenarios

From the persona-characters in the first UCP session, a further session attempted to reassess, align, and consolidate sociotechnical gaps through further developing the characters for the TV-series. Sixteen participants (eight new in this session) were orally and visually reminded of, or introduced to the previous persona outcomes. Then they split in 2 groups, i.e. Group C and Group D, and were provided of pens, markers, Sticky-Notes™ and both, blank A1 posters and the initial persona posters. Group C was compounded of children and teens, and facilitated by a PoN researcher. Group D were older participants, some with a genuine interest in entrepreneurship.

No one facilitated the latter.

The facilitator to Group C opened the session emphasising the aim to further shaping the characters elicited by the previous group (i.e. Group A) towards the TV-series. The facilitator equally intertwined the words persona, persona and character when inaugurating the session. This aimed to find out if one term may prevail over others.

Participants then scaffold from the initial characterisation of Tselestina, her friend, Alomgombe and Johanes (Figure 4.1) and built further on them by first discussing existing findings, and subsequently proposing further themes, storylines, concepts and ideas summarised in the Sticky-Notes™ they tucked to the existing poster (Figure 5).

Among the issues highlighted in this session, Group C reiterated matters pinpointed in the walking method (Section 4 above) such as poverty in the location, crime problems, hygiene, health, littering, and a lack of water and electricity. Further issues also emerged under the themes food, malnutrition, transport, money, care and parents.

Group C continued making relational pairings of some of the issues previously stated, in a similar way preceding participants had done in the initial UCP session. One Sticky-Note™, for instance, stated as follows in relation to parents and transport:

1. In our areas everyday parents walking a long way to fetch water and collect firewood. 2. Walking a long distance for Hospital and take child to school.

Participants implicitly related the above long distances walking and the physical effort this takes, and to the time, care and attention walking consumes from parents. Further issues such as the collection of firewood by having also to walk about, thus, added further socio-technical issues such as the one in further paired Sticky-Notes™:

Cooking everyday: By the use of firewood, gas and paraffin stoves can result in burning of shacks.

As for the electricity, participants opened a Sticky-Note™ where they stated: Electricity for children/students to study properly at night for the tests and exams.

Group C also concluded oral accounts of what a particular persona would sometimes say or think would be relevant. Such accounts were considered, though they were not materialised in the final personas.

Eventually, Group C decided to summarise their findings into two character profiles typical of UCD personas proceedings: a learner/student and a parent (Figure 6). Group D did not hence provide further insights to the existing personas as per needs, requirements and aspirations. Yet, by discussing political issues they implied further stakeholders and proposed ways to undertaking interactions with them (Figure 7). The meeting ended with all participants thanking researchers for what they seemed to have learnt in the session and eagerly requested when the next session was to be.

In this session we found that when participants work in homogeneous group-ages, results evolved in two ways: groups of older participants with a flair for entrepreneurship conveyed more formal, bureaucratic, and implicit ways of embedding challenges in the community by extrapolating them to the involvement of other stakeholders such as councils, political representatives, police forces, etc. Yet, personas were not developed as such. Younger participants, though, stuck-in to the task at hand and implemented further user-data to the original personas. Besides, they explicitly and repeatedly referred to the characters dealt with as, we argue, these were youngsters like themselves. Thus, the personas were more relatable to youngsters, whereas experiences of older participants where to more mature community members and organisations.

Discussion

It is worth noting Havana participants have since the inception of this venture varied across the different activities, though most of the participants are youth, come on a voluntary basis, and most of them have attended more than one session. The number of participants per session also varies between four and fifteen, with often a great number of late comers in the middle of started sessions.

In testing methods, walking the neighbourhood provided researchers with an indication of the challenges faced as shown and explained by community members. Therefore, we corroborate walking as suitable in this setting to spot challenges and also in establishing those as part of work analysis. Further future walks may hence provide with on-site solutions to the challenges of unemployment. It can also create further awareness in possible actions to undertake by youth involved in the project.

The two UCP sessions have provided with both, an effective and engaging workability in using the TV-series proposal throughout and a provision of collective persona representations that acknowledged the main "actors" as local youth that could somewhat be anyone in the community due to the present challenges. Moreover, Group B in the first session showed a natural understanding in: (1)characterising main actors, (2)depicting and joining background stories, (3)supportive and engaging secondary characters, (4)extras, and (5)the props supporting and (6)enhancing scenarios. They have also shown a natural skill constructing narratives compounded of preparation (i.e. childhood), climax (i.e. characters' present situations) and resolution (i.e. mothers protest, others riot). This approach has hence enabled participants to elicit the risks undergone by youth in Havana, as well as sociotechnical gaps to be filled. Group C were older participants who referred to issues beyond youth personas. While these concerns did not provide to the personas elicited, they enabled a further understanding of the pervasiveness of, and organisational and political issues in the community. Group D was formed by younger participants who readily related to the initial personas and provided with further relevant data both, orally and on paper. This all has shown UCP elicited in PD as a useful method to combining skill and experience, while forming complementary groups of in-situ stakeholders and those beyond.

Conclusions

This research attempted to elicit sociotechnical gaps in the informal settlement of Havana towards establishing a community centre and launching a job-search tool to alleviate youth unemployment in the community. We established that sketching personas in PD must be considered in developing pervasive systems for these settings, as this showed to provide towards community reliability, co-existence among stakeholders and activities carried out, as well as consistency, and mutual support as societal positives to nurture and maintain. The use of personas has also been fruitful as an inquisitive process to initially explore and augment pervasive and smart possibilities for work in locales with limited resources.

Finally, the TV lens provided of engagement and reciprocity in the doings in Havana. Adopting TV-related roles such as location scouters and proposing this exercise a potential TV-series, participants for further motivated to get the venture going forth.

Fig. 1 .

 1 Fig. 1. Participants walking Havana. Fig. 2. Hygiene, spirits, illegal wiring, water, wasteland.

Fig. 3 .Fig. 4 .

 34 Fig. 3. Description of "Eddy" Character. Fig. 4. Collective characters -holistic stories.

Fig. 4 . 1 .

 41 Fig. 4.1. Collective personas -holistic scenarios.

Fig. 5 & 6 .

 56 Fig. 5 & 6. Personas developed on Sticky-Notes™ & Two Persona profiles: student & parent

Figure 7 .

 7 Figure 7. Group D -Political issues and further stakeholders in the process.

Acknowledgments

We wish to thank the Kabila Centre in Havana for hosting us and providing of electricity and shelter, as well as to the youth participants for engaging in the project in such a lively, genuine and thankful fashion. Special thanks go to "Eddie" from the Havana community for organizing the gatherings. We would like to acknowledge our co-researchers in the team. Furthermore, this work results from the financial support by the Namibian National Commission on Research, Science and Technology, for which we are grateful.


Valentin Gattol
email: valentin.gattol@ait.ac.at

Jan Bobeth
email: jan.bobeth@ait.ac.at

Kathrin Röderer
email: kathrin.roederer@ait.ac.at

Sebastian Egger
email: sebastian.egger@ait.ac.at

Georg Regal
email: georg.regal@ait.ac.at

Ulrich Lehner
email: ulrich.lehner@ait.ac.at

Manfred Tscheligi
email: manfred.tscheligi@ait.ac.at

From Bottom-up Insights to Feature Ideas: A Case Study into the Office Environments of Older Knowledge Workers

Keywords: Knowledge workers, older adults, requirements analysis, multiple methods, contextual inquiries, needs-frictions analysis, NUF prioritization

des établissements d'enseignement et de recherche français ou étrangers, des laboratoires publics ou privés.

Introduction

Within the European Union labor market participation rates currently reduce sharply along with age: while participation is high for the age group of 50-54 years (75.5%), it drops noticeably for the age groups of 55-59 years (61.5%) and 60-64 years (30.5%) [START_REF]Eurofound: Sustainable work and the ageing workforce[END_REF]. The OECD predicts that by the year 2050 the number of retired persons aged 50 and above will surpass the number of active persons in the workforce in Europe [START_REF]OECD: Live Longer, Work Longer[END_REF]. Given these demographic changes, policies geared towards motivating older persons to work longer have become more and more important. From a company perspective, older employees hold important knowledge and know-how, have high quality standards in their work, and are typically very loyal and dedicated to their organizations [START_REF] Roundtree | The aging workforce: exploring the impact on business strategy[END_REF]. Moreover, positive effects on productivity have been reported for age-diverse teams, with performances of both younger and older team members being significantly higher compared to less age-diverse teams [START_REF] Gobel | Are personnel measures effective in increasing productivity of old workers?[END_REF]. Thus, the challenge is how we can support an extension in working life. On the one hand new policies are needed that strike the right balance between older employees' rights and interests and in increasing their employability [START_REF] Van Dalen | How do employers cope with an ageing workforce? Views from employers and employees[END_REF]; on the other hand, efforts are needed that put a clear focus on innovation in the immediate environment of older workers.

In the present research we focus on the latter by means of a case study into the work environments of older knowledge workers in Romania. Older adults are a heterogeneous group with very different needs depending on physical, cognitive, and social constitution [START_REF] Bobeth | Facing the user heterogeneity when designing touch interfaces for older adults: a representative personas approach[END_REF]. Also, experience with computers may vary greatly within this group and influence both the effectiveness and efficiency of using computers [START_REF] Wood | Use of computer input devices by older adults[END_REF]. For this reason, it is crucial to provide tailored technology support that addresses the real needs of older knowledge workers. The case study presented in this chapter was part of a larger project, following the vision of developing a smart work environment that supports "a prolonged, productive and satisfactory involvement of older employees in working life" [START_REF] Bobeth | Platform for Ergonomic and Motivating ICT-based Age-Friendly Workplaces[END_REF]. The aim of the case study was to provide feature ideas as input for the technical specification of a smart work environment. We followed a multi-method approach, combining (1) contextual interviews and observations for mapping the workplace environment, (2) an analysis of needs and frictions for deriving insights, (3) an ideation workshop for generating feature ideas, (4) an online survey among experts for prioritizing the feature ideas, and (5) early stage prototyping of selected feature ideas. As a result of this multi-method approach, we were able to gain a rich understanding of the work realities of older knowledge workers and to transform that understanding into a set of prioritized feature ideas. Such a list of feature ideas can serve as a valuable reference in the development of smart workplace solutions and offer crucial guidance on which features to select for further development and prototyping.

Our main contribution is an elaborate description of our comprehensive and efficient multi-method approach along with the results we obtained with this approach. We are confident that this approach will serve as a helpful tool for designers of smart workplace solutions.

The remainder of this chapter is structured as follows: in section 2, background and related work, we discuss current workplace trends in today's knowledge-based economies and different approaches in the goal-oriented design of smart work technologies; in section 3 we give a detailed account of the different phases in the multimethod approach; in section 4 we present the results of the case study that were obtained with this approach; and finally, in section 5, discussion and conclusion, we reflect on our experiences with the approach as a tool for informing the development of smart work place solutions.

Background and Related Work

In recent years, daily work in our increasingly knowledge-based economy is demanding a high degree of flexibility and adaptability [START_REF] Vicente | HCI in the global knowledge-based economy: designing to support worker adaptation[END_REF] in order to perform tasks anytime and anywhere [START_REF] Eom | The use of smart work in Korea: who and for what[END_REF]. Within this context, smart work approaches as alternative ways of organizing work supported by technology have emerged. One indication for this trend is the already widespread use of mobile devices in business contexts, which blurs the boundary between work and personal life by enabling people to complete work tasks when at home or on the go [START_REF] Stawarz | I'd sit at home and do work emails": how tablets affect the work-life balance of office workers[END_REF]. Many of today's knowledge workers embrace this trend, as it allows them to more flexibly allocate their time between work and personal life; yet, others are skeptical of the new technological possibilities, fearing that it may lead to an expectation of round-the-clock availability, as expressed in today's knowledge workers increasingly felt obligation to answer phone calls or check emails outside of regular office hours. Especially for the latter group, this can lead to increased stress levels and an off-kilter work-life balance [START_REF] Vicente | HCI in the global knowledge-based economy: designing to support worker adaptation[END_REF]. Smart work technology has the potential to alleviate some of these negative impacts on work-life balance by supporting employees with tailored solutions that are better aligned with their particular goals and working style. Greene [START_REF] Greene | Space for thought: designing for knowledge workers[END_REF], for example, distinguishes four knowledge worker types with different goals and working styles: the anchor, who represents the traditional sedentary office worker at the desk; the connector, who spends most his/her time in meetings away from his/her desk; the gatherer, who mainly operates outside the office, for example, networking with clients and customers; and the navigator, who is rarely present at the office, working more independently and globally. The goal-oriented development of smart technologies thus requires a deeper understanding of workers' tasks and needs, in particular the special needs of older employees who cannot as easily adapt to new technologies as younger employees. Without such considerations, the adoption of smart work technologies remains rather low [START_REF] Eom | The use of smart work in Korea: who and for what[END_REF].

There are different approaches towards the goal-oriented design of supportive smart work technology. One approach is Human Work Interaction Design (HWID), a multidisciplinary framework combining work analysis (e.g., cognitive work analysis [START_REF] Vicente | HCI in the global knowledge-based economy: designing to support worker adaptation[END_REF]) and interaction design, to promote a better understanding of the relationships between humans and work domain contents and the interaction during their tasks [START_REF] Clemmensen | A Human Work Interaction Design (HWID) case study in e-government and public information systems[END_REF]. Another promising approach is Contextual Design [START_REF] Beyer | Contextual Design: Defining Customer-centered Systems[END_REF]. According to this approach, great feature ideas evolve from the synthesis of a designer's detailed understanding of the users' needs (through direct involvement in data collection and interpretation) and his or her own in-depth understanding of the technological possibilities. This approach requires designers to visit the companies, in order to understand the workers' tasks and overall organizational processes, before technologies are customized for the company [START_REF] Cau-Bareille | Training, age and technological change: Difficulties associated with age, the design of tools, and the organization of work[END_REF]. Visiting, in this case, means to apply some form of ethnographic research method, such as observations [START_REF] Leonard | Spark innovation through empathic design[END_REF], contextual inquiries [START_REF] Beyer | Contextual Design: Defining Customer-centered Systems[END_REF], design ethnography [START_REF] Crabtree | Doing design ethnography[END_REF], or co-realization [START_REF] Hartswood | Co-realization: Toward a principled synthesis of ethnomethodology and participatory design[END_REF].

The many benefits of ethnographic research in the domain of computer supported collaborative work are reflected in the work by Blomberg and Karasti [START_REF] Blomberg | Reflections on 25 Years of Ethnography in CSCW[END_REF]. Design ethnography, for example, is based on the idea that observing and designing should not be strictly separated. In other words, the design process should not be limited to working in the reclusive environment of a design studio but experiment with design interventions on site and on the spot [START_REF]Rehearsing the Future[END_REF]. Similarly, co-realization emphasizes the need for a long-term engagement between designers and users, as the full implications of new technology for work practices can only be revealed in and through the system's subsequent use [START_REF] Hartswood | Co-realization: Toward a principled synthesis of ethnomethodology and participatory design[END_REF].

Given that many ethnographic approaches require considerable efforts in time and resources, we position our multi-method approach as a comprehensive yet efficient alternative to study the work realities and contexts of older knowledge workers. A key benefit of our approach is that it leads to a concrete set of prioritized feature ideas based on the involvement of relevant stakeholders. Designers and developers may consult such a list in selecting the most promising features for further development and prototyping.

Multi-Method Approach

In line with the overall goal of providing feature ideas as input for the technical specification of a smart work environment for older people, we followed a multi-method approach as depicted in Figure 1.

Figure 1. Overview of the phases in the multi-method approach

Within the first phase (see section 3.1), we aimed at gaining bottom-up insights into the work environments of older knowledge workers. Inspired by ethnographic approaches (see section 2), we analyzed the work environment as a whole, utilizing a combination of semi-structured interviews and observations at the workplace. The goal of the second phase (see section 3.2), was to identify needs and frictions from the interview transcripts and observation reports, which were then combined to insights. The goal of the third phase (see section 3.3), was to derive feature ideas based on these insights by conducting an ideation workshop. The goal of the fourth phase (see section 3.4), was to prioritize these feature ideas in an online survey among experts. Finally, the goal of the fifth phase (see section 3.5), was to develop selected feature ideas into prototypes to communicate the overall concept and to gather feedback at an early stage.

Contextual Interviews and Observations

Participants and Setting. Older knowledge workers (aged 50 years and above) are a heterogeneous group, characterized by different needs depending on physical, cognitive, and social constitution [START_REF] Bobeth | Facing the user heterogeneity when designing touch interfaces for older adults: a representative personas approach[END_REF]. For the present study we focused on a subset of that group: knowledge workers who use computers on a daily basis and spend most of their time in the office (cf. with the Anchor and Connector working types described by Greene [START_REF] Greene | Space for thought: designing for knowledge workers[END_REF]). A convenience sample of eight older knowledge workers (two women) was drawn to take part in the contextual interviews and observations. The mean age was 55 years (SD = 3.93). The participants were recruited from two small IT companies in Bucharest that worked in hardware and software engineering in the domain of fiscal accounting. All participants were frequent users of smartphones, tablets, and laptops. The interviews and observations took place directly at the participants' workplace (see Fig. 2 below) and lasted for 60-90 minutes. Procedure. Each session started with an informal conversation and the participant signing an informed consent document (see the setting in Figure 2a). Afterwards, we started recording with a Blackberry Z10 smartphone and proceeded with the contextual interviews and observations. The choice for using an unobtrusive smartphone camera rather than a professional camera was made deliberately, so that participants would not feel intimated. We followed the participants through the office to their workplaces (see Figure 2b) and encouraged them to present their work environment and typical tasks (see Figure 2d).

In line with the open character of our approach, we relied on a loose structure ensuring that participants still had enough leeway to act and speak spontaneously. Behavioral prompts (e.g., "Can you show us around your desk?") and follow-up questions (e.g., "Why do you prefer to take down appointments in a physical calendar?") were used to direct the attention to specific aspects. The contextual interviews and observations were conducted by two researchers with backgrounds in design and psychology. They were supported by a local interpreter who was crucial in overcoming cultural barriers, building rapport, and generally ensuring proper translation (see Figure 2c on the right). The researchers spoke English, the participants answered either in English or Romanian.

3.2

From Needs and Frictions to Insights Data Preparation. More than 10 hours of video material was transcribed using the open source software easytranscript1 . For those participants that answered in Romanian, only the English translations were transcribed. All names were anonymized.

Data Analysis. The goal of the analysis was to identify needs and frictions from the interview transcripts and observation reports, which were then combined to insights. For our purposes, we defined needs as something required in the execution of work, frictions as a certain issue that stands in the way of satisfying a need, and insights as an intuitive grasp of a need-friction situation (e.g., 'I need to meet objectives but sometimes I forget them.'). The analysis of the data involved two steps:

Step 1: Reading the transcripts, highlighting relevant utterances and observations, and categorizing them to themes (i.e., certain recurring patterns). For example, "staying in touch with distant colleagues" and "being stressed by the daily email load", would both be coded to belong to the theme Communication. The themes (see Tab. 1) structured the process of identifying the needs and frictions.

Step 2: After categorizing the relevant utterances and observations to themes, we identified underlying needs and frictions. Insights were formed by combining a specific need with a specific friction and formulated from the user's perspective (e.g., 'I need to communicate via email but I cannot handle the high email load').

In some cases, more than one insight could be identified for a specific need due to several frictions for the same need.

3.3

Deriving Feature Ideas in an Ideation Workshop Participants of the Ideation Workshop. In order to generate a wide range of ideas we involved 15 professionals with backgrounds in software engineering, wireless communications, user experience design, marketing, psychological evaluation, sociological research, serious gaming, eLearning and telemedicine.

Procedure. For having a structured yet flexible way of brainstorming, we slightly adapted the World Café method [START_REF] Brown | The World Café: Shaping our futures through conversations that matter[END_REF] by using insights of the needs-frictions analysis as input for deriving feature ideas. Thus, we formulated the overall question as: considering these insights, which concrete feature would be helpful for users belonging to the target group of older knowledge workers?

We prepared four tables, each equipped with post-its, markers, and 9-10 insights. Each table was moderated by a host who stayed at the same table and took notes of the discussion. The other participants switched tables after each round (4 rounds in total). One round lasted for 20 minutes and always followed the same procedure: (1) Introduction: the host read out the insights and summarized the ideas discussed in the previous round; (2) Brain writing: each participant was given five minutes to write down as many ideas as possible; (3) Discussion: at each table participants discussed and developed feature ideas. At the end of the fourth round, the hosts consolidated the features ideas.

Prioritizing Feature Ideas in an Online Survey

Respondents. The goal of the fourth phase was to prioritize the feature ideas that resulted from the ideation workshop. For this purpose, the participants of the ideation workshop were asked to fill in an online survey. The prioritization was not part of the ideation workshop, as we wanted each expert to evaluate the ideas individually with no time pressure and unaffected by groupthink. We received 10 completed surveys.

Survey Design and Procedure. The survey relied on a simple design introducing each feature idea by its name and a short description, along with the insights from the needs-frictions analysis. The respondents' task was to score each feature on the three dimensions newness, usefulness, and feasibility (following the NUF approach, [START_REF] Gray | Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers[END_REF]).

For each of the dimensions, respondents assigned any number of points ranging from 1 ('not new/useful/feasible at all') to 10 ('very new/useful/feasible'). Moreover, respondents were given the opportunity to leave comments in a text box for each feature. The survey was designed to take about 30-60 minutes to complete.

Data Analysis. The goal of the NUF is to arrive at an overall index score per feature. First, a total score per feature was calculated across the dimensions of newness, usefulness, and feasibility. Second, means and standard deviations were calculated across respondents in order to generate a rank-ordered list of the feature ideas (see Tab. 2 for the 10 highest ranked feature ideas).

3.5

Prototyping of Feature Ideas Scenarios. The goal of the fifth phase of the multi-method approach was to develop selected feature ideas into early stage prototypes. The first step in this process involved developing (use) scenarios. Scenarios describe a person, the person's goals and the steps the person takes to achieve these goals with the proposed system (cf. [START_REF] Carroll | Five reasons for scenario-based design[END_REF]). Using scenarios in an early stage of the design and development process provides a basic and shared understanding of the overall concept for the different stakeholders (cf. [START_REF] Alexander | Scenarios, stories, use cases: through the systems development life-cycle[END_REF]).

Mockups. The second step in the prototyping process involved developing mockups based on the scenarios. For this we combined two of the highest-ranked feature ideas-the Private Digital Noteboard and the Digital Paper Calendar (see Tab. 2)-and developed them into a mockup utilizing off-the-shelf hardware (i.e., in our case a tablet, a smartphone and a paper calendar). Generally, mockups differ in fidelity along three dimensions: role, look and feel, and implementation (cf. [START_REF] Houde | What do prototypes prototype?[END_REF]). We developed our mockup to the level of a medium-fidelity prototype covering the first two dimensions: role (i.e., functionality) and look and feel (i.e., size, form factor, overall design).

Results

Our comprehensive multi-method approach (see Fig. 1) allowed for gaining bottomup insights into the work realities of our target group, which were then used to generate feature ideas for a smart work environment, and to develop an example scenario and a mockup based on a combination of two highly-ranked feature ideas. In this section, we present the results we obtained from our approach.

Themes and Insights.

In Table 1 we provide two examples of insights for each theme that resulted from a needs-frictions analysis of the contextual interview and observation transcripts. While some insights left room for creative ideas, other insights were so straightforward to suggest an easy solution (e.g., 'I need to write proper Romanian but the default English keyboards come without diacritics.') or so general that smart workplace solutions cannot help (e.g., 'I don't want to work at home but sometimes I have to.').

Table 1. Themes and Insights

Themes

Communication

i3 I want to be able to send instant messages to both private and business contacts but without mixing contacts.

i4 I need to communicate via email but I cannot handle the high email load. Collaboration i5 i6 I need to solve bigger and complex problems but effective collaboration is difficult when people have different backgrounds/expertise. I need to share information digitally but there is no efficient way of digitizing hand-written information. I would like to train general skills but the company does not foster it. I would like to learn on my own but there is no dedicated eLearning content (e.g., video tutorials, interactive materials). Personalization i13 i14 I want an always visible external memory resource for frequently needed information (e.g., important deadlines), but my current solution (i.e., post-its) is not reliable and cannot hold a lot of information. I want to work on my tasks in different contexts/environments but there is no seamless way of doing so. Tools i15 i16 I need to compile lists and make calculations but do it by hand because I lack the necessary computer skills (Excel). I plan my day on paper because I don't see the benefit of digital solutions.

Mind & Body

Note. The insights were synthesized from the needs and frictions analysis and formulated from the perspective of a user. Quotation marks are used to indicate utterances that originated directly from participants.

Ranking of Feature Ideas. In Table 2 we present the top 10 feature ideas that resulted from the ideation workshop and the online prioritization survey. As can be seen from the list, some of the features obviously are more innovative than others. For example, the feature 'Private Digital Noteboard' (#1) is certainly more new to the world than the feature 'Walking Break Scheduler' (#9). By contrast, the 'Walking Break Scheduler' is certainly more feasible-that is, less complex and therefore easier to develop-than the 'Private Digital Noteboard'. Yet, both of these features are useful in the sense that they address a real need-supporting a healthy lifestyle and staying on top of things, respectively. We developed our mockup to fit into typical workplace settings and to take advantage of people's existing and well-established mental models about paper and touch-screen based interactions. It can be used for organizing meetings, managing a list of to-do's, or simply for taking notes. The proposed concept, as illustrated in Figure 3, consists of a paper calendar with a touch display along with a tablet used as noteboard. By using page tracking mechanisms, the Digital Paper Calendar is aware of the analogue page that is seen by the user and provides digital information accordingly. The proposed combination of page tracking, pen and paper input, a digital display, and an additional private screen seamlessly integrates common behaviors and habits that are highly familiar to the target group of older knowledge workers. To simulate the page flipping mechanism in future user studies, we developed an application that allows for remotely switching screens in a Wizard of Oz setup [START_REF] Kelley | An empirical methodology for writing user-friendly natural language computer applications[END_REF], on both the Digital Paper Calendar and the Private Digital Noteboard.

Discussion and Conclusion

A primary goal of this case study was to map the contexts and environments of older knowledge workers in order to gain bottom-up insights that can support the ideation, design, and development of features for a smart work environment. In line with this goal, we followed a comprehensive multi-method approach, combining contextual interviews and observations, an analysis of needs and frictions for deriving insights, an ideation workshop for eliciting potential features, and an online survey among experts for evaluating the feature ideas on the dimensions of newness, usefulness, and feasibility. We want to emphasize that this list is not intended to be prescriptive or followed blindly but to serve as a basis for further specifications in the design and development of a smart work environment that caters specifically to the needs of older workers. Thus, its main value lies in providing food for thought to all project stakeholders and to inform rather than to enforce the decision on which features to select for further development. In our case, we used the list to select two feature ideas that we developed into a scenario and a mockup. This helped us to communicate the overall concept to future users and to gather feedback at an early stage.

The main contribution of this case study is the successful application of the compiled multi-method approach. Following this comprehensive approach, we were able not only to gain a rich understanding of the work realities and contexts of older computer workers, as is typical of ethnographically-inspired approaches in general (cf., [START_REF] Leonard | Spark innovation through empathic design[END_REF]), but to transform that understanding into a concrete set of prioritized feature ideas that can form the basis for prototyping selected features. In the following, we briefly reflect on our experiences for each of the phases:

1. Contextual interviews and observations: using a smartphone camera rather than a dedicated camera to record turned out to be the right choice. Participants quickly forgot about the presence of the camera, which in our view helped to create a more natural setting. As a limitation we think it would have been useful to visit each participant not just once but more frequently, to align it more with the tradition in Corealization that emphasizes the importance of a long-term engagement between developers and users [START_REF] Hartswood | Co-realization: Toward a principled synthesis of ethnomethodology and participatory design[END_REF]. 2. From needs and frictions to insights: we followed a practical approach in transcribing the contextual interviews and observations, which put emphasis chiefly on what was said rather than how it was said (as might be of interest from a more sociological perspective). This turned out to be sufficient for the purposes of our analysis that was focused on identifying needs and frictions. 3. Deriving feature ideas in an ideation workshop: a positive element of the workshop was the small number of people that sat at each table (three to four) that allowed for an active involvement of each participant. As a negative element, we noticed that having nine or ten insights per table was a bit overwhelming. We think that the number of insights discussed at each table can be reduced to around five. 4. Prioritizing feature ideas in an online survey: from our experience, it was a good choice to separate the prioritization of the feature ideas from the ideation workshop to prevent groupthink effects. However, if a 'safe environment' can be created during the workshop, then this phase might be merged with the previous one. 5. Prototyping of feature ideas: based on the prioritized feature ideas, we developed a scenario and a mockup. Such early prototypes are a fruitful way to communicate design decisions to the development team and to potential users. In addition to discussing the basic concept, they also provide input for discussions on details (e.g., particular functionalities, form factor, etc.).

To conclude, other than many ethnographic approaches that require considerable efforts in time and resources, our multi-method approach serves as a comprehensive, fairly easy to implement and efficient means of informing the design and development process, based on continuous direct involvement of users and other stakeholders in the design process. A key benefit of the approach is that the different phases efficiently combine to arrive at a concrete outcome, a set of prioritized feature ideas. Such an empirically well-founded prioritization can support designers and developers in selecting the most promising ideas for further development and prototyping. Future research may investigate how this holistic approach can be further streamlined to reduce costs and maximize the benefits for designers and developers of smart work place technology.

Figure 2 .

 2 Figure 2. Study settings (clockwise from top left): (a) table for briefing participants, (b) open plan office area, (c) researcher and interpreter on site, (d) participant at her desk.

  keep track of open tasks but carrying them over (e.g., from my agenda to Outlook) takes effort. I need to meet objectives but sometimes I forget them ("Out of sight, out of mind").

  train my mind but I don't know how to do it effectively ("To train my mind I'm reading, solving crosswords, and checking Facebook"). I need to take breaks but since I stopped smoking I remain mostly at my desk. Work Conditions i9 i10 I want to be flexible in the choice of my work environment but accordant company policies are required for that. I need to write in proper Romanian but the default English keyboards come without diacritics. Personal Development i11 i12

  confirms the new time by touching the "accept" button on the display. He then also changes the time in the Digital Paper Calendar by simply drawing an arrow with his smart pen from the 10 a.m. to the 11 a.m. line.

Figure 3 .

 3 Figure 3. A mockup representing the Digital Paper Calendar and the Private Digital Noteboard.

Table 2 .

 2 The 10 highest ranked Feature Ideas

	# Feature name Feature description	NUF score
	(ref. to insights)		M	SD
	1 Private Digital	Always visible second screen at personal desk:	23.90 3.78
	Noteboard	 Urgent tasks are highlighted
	(i1, i2, i13)	 Tasks are clustered according to projects/teams
		 Finished tasks can be crossed out
		 To-Do's/notes can be sent to public noteboard

http://www.e-werkzeug.eu/index.php/en/

Acknowledgments

This work has been partly funded by the European Ambient Assisted Living Joint Programme and the National Funding Agencies from Austria, Denmark, Germany, Netherlands, Romania, and Switzerland: PEARL (AAL-2013-6-091).