Using a service design perspective to create an employee community of practice

Abstract

In this paper, we modified a methodology developed for the user-centered design of a physical community to design an employee community. We were most interested in how the service perspective would impact 1) the design recommendations for an employee community and 2) the adoption of the community by employees. Like in a physical community, the "right" amenities and services make a community a good fit for those who are a part of it. We designed services based on the feedback from our participants and then observed their adoption to understand whether those services were a good fit. As in PD projects, there were challenges caused by the inherent disruption of the power structure as the community gained momentum.

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