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As a Senior UX researcher, Caroline Arvidsson is co-leading all research initiatives at Peakon, the employee retention platform headquartered in Denmark. She’s a service designer and design researcher with over 10 years of experience in agencies and consultancies such as IXDS in Berlin and Copenhagen Institute of Interaction Design (CIID) in Copenhagen.

Her greatest passion as a designer is to research - better understanding people’s behaviours in context, and designing services which answer needs with sustainability and longevity in mind. She has worked as a design consultant, researcher and teacher at CIID and at Mindlab - a cross-governmental innovation unit. Following a research initiative to better understand the situation for refugees along the national borders within Europe, she teamed up with two CIID colleagues and co-founded Refugee Text - a chatbot for refugees around Europe. It’s with this startup she joins this years conference.

Caroline is driven by her curiosity and eagerness to design at human scale. She has a background in linguistics and is passionate about learning new languages. This supports her ambition to meet people at eye level. At Peakon, Caroline works in collaborative teams, with a focus on people-centred research, storytelling, and designing interesting tools to reach deep and meaningful insight. Caroline graduated with an MA in Design from the Royal Danish Academy of Fine Arts in Copenhagen.

Event role
Case study speaker

Case study

'From reactionary service design to a human-first startup'

Every day, all over the world, people make one of the most difficult decisions in their lives: to leave their homes in search of a safer, better life. Their journeys, which all start with the hope for a better future, end up in new countries and places they never have been, don’t know the people and don’t speak the language. Many of them end up feeling alone and isolated because they have lost the support networks that most of us take for granted – our communities, colleagues, relatives, and friends.

The Refugee Text service filled the information void created by an ever-changing political landscape. It provided refugees with access to information about who they can talk to, what they can expect, and what their options are, depending on their situation. The content was provided and updated by NGOs and volunteer organisations as well as a variety of experts in Denmark, Sweden, and Germany.

In 2016, Caroline co-founded Refugee Text in Copenhagen, after immersive people-centred research. In her talk, she will go through the design steps towards this start-up that up till 2018 served up to thousands of refugees. At the core of the hybrid service lies a chatbot, accessed via SMS, allowing any refugee with a phone to get verified and updated information directly to their handset. It also provides contacts for experts and locals willing to assist individuals in need. For that, a service system - with many parties involved - has been designed.

Thursday, September 10, 12:30 - 13:15

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