參與式設計工作坊分析研究：以溝通策略和溝通工具為視角

An Analysis Study of a Participatory Design Workshop: From the Perspectives of Communication Strategies and Tools

在參與式設計中，研究員、設計師和使用者是面對面溝通的。對設計團隊而言，使用者是創新的夥伴，與使用者相關的挑戰不再只是資料收集、尋找洞察和使用者中心設計，與使用者之間的溝通經驗，是實踐參與式設計中重要的議題。為了解參與式設計中的溝通經驗，本研究實際執行一參與式設計工作坊，並以深度訪談法探觸導引者與使用者在其中獲得的溝通經驗；且聚焦於工作坊中溝通策略及溝通工具的使用，如何促進不同角色之間的溝通活動。訪談資料經整理、分析後，得出以下幾點研究發現：1.角色影響溝通經驗：導引者的心法與做法，影響著導引者面對不同狀況時使用的導引策略；而使用者在不同流程中所著重的溝通活動及目標，皆是為完成各階段目標而服務。2.穩定又變動的溝通工具：參與者對於不同形式的溝通工具，存在著固定的基本感知；基於這些感知，參與者可根據需求，選擇與使用不同的溝通工具。3.工作坊之設計溝通管理需有彈性：掌握流程、刺激創新、創造對話空間是關鍵的導引時機。

The core concept of participatory design is the researchers, designers and users conduct in a design process to develop solutions. This design philosophy transfers the role of design team becoming the facilitator who manages to work collaboratively with the ＂partners of innovation ＂: users. This facilitator role not just concerns the users' behaviors or insights under the common practice of user-centered design, it emphasizes the importance of communication experience conducted by various strategies and tools in a workshop session which could profoundly impact the quality of the co-creation process. To investigate the communication experience in the participatory design process, this study proposed a qualitative research to analyze communication strategies and tools. A participatory design workshop and following in-depth interviews were carried out to explore how participants (facilitators, users) might apply different strategies and tools to enhance the communication process. The major study findings are as follows: 1. Roles had influence on communication experience: Facilitators' principles and methods influenced the usage of facilitation strategies in various situations, while users put more emphasis on communication activities and goals aimed to complete the design tasks. 2. Communication tools should be both fixed and changeable: Participants had fixed cognition on different forms of communication tools; with the fundamental cognition, they could choose and make use of tools according to their needs. 3. The management of workshop communication should be flexible: Controlling the schedule, stimulating innovations, and creating the space for conversation are to facilitate in a participatory design workshop.