Emotion Work in Experience-Centred Design

Balaam, Madeline, Comber, Rob, Clarke, Rachel, Windlin, Charles, Stahl, Anna, Hook, Kia and Fitzpatrick, Geraldine (2019) Emotion Work in Experience-Centred Design. In: CHI '19: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems. ACM, New York, pp. 1-12. ISBN 9781450359702, 9781450359719

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Abstract

Experience Centred Design (ECD) implores us to develop empathic relationships and understanding of participants, to actively work with our senses and emotions within the design process. However, theories of experience-centred design do little to account for emotion work undertaken by design researchers when doing this. As a consequence, how a design researcher’s emotions are experienced, navigated and used as part of an ECD process are rarely published. So, while emotion is clearly a tool that we use, we don’t share with one another how, why and when it gets used. This has a limiting effect on how we understand design processes, and opportunities for training. Here, we share some of our experiences of working with ECD. We analyse these using Hochschild’s framework of emotion work to show how and where this work occurs. We use our analysis to question current ECD practices and provoke debate.

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