DOCSLIB.ORG

User Experience and Service Design

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
User Experience and Service Design User experience and service design Anu Kankainen, Helsinki Institute for Information Technology HIIT User experience (UX) professionals work more and more on services. At least so far academic user experience discussion has not done much of discrimination between products and services but they are both considered as interactive systems that UX professionals design and academics study. Moreover, in the field of UX the concept of value is rarely in the discussions. Although, value-as-experience approach (see e.g. Botztepe, 2007) could be considered to be rather close to current UX thinking. UX practicians and academics talk about providing positive user experiences. There have been several attempts to define what is user experience already 10 years ago or so (e.g. Mäkelä and Fulton Suri, 2001; Roto et al., 2011) but it seems that the work is still ongoing. For example, Kuutti (2010) still calls for new perspectives e.g. from psychology and activity theory for the academic discussion of UX. Value - not values There are some researchers (e.g. Kujala and Nurkka, 2009) in the field of UX that talk about the importance of understanding user values when designing interactive systems. However, their definition of values is something different from how value is understood in the field of service design. Kujala and Nurkka (2009, pp. 98) define user values as “psychological values that are user’s general conceptions of desirable ways of behaving or desirable end states””. They argue that in addition to considering the practical context-related needs of users, it is necessary to understand psychological values in order to design acceptable and desirable products and services. They approach is rather close to traditional marketing approach that suggest profiling customer segments according values and lifestyles but is not inline with the prominent value-in-use thinking in service design field (see e.g. Holttinen, 2010). The problem in focusing on psychological values, general conceptions is that their link to action is very weak (Schatzki et. all, 2000). From user needs to emotional responses However, everyone in UX field seems to agree that emotions are central in UX thinking. In psychology there is general assumption that the core of emotion is readiness to act and the prompting of plans (Oatley and Jenkings, 1996). In other words, emotions have motivational aspect. An emotion gives priority for one of few kinds of action by giving it a sense of urgency – so it it can interrupt – or compete with – alternative mental processes or actions. Hassenzahl et. all (2010) also thinks that the starting point of experience-centred design should be user needs that are linked with emotions. They collected over 500 positive experience descriptions with interactive technologies in their study. Their results support the assumption that there is correlation with need fulfillment and 1 positive affect. They suggest that experiences could be further categorized by the primary, universal needs they fulfill even user experiences are always situational. Further, they found out that need fulfillment was clearly linked to hedonic quality perceptions, but not as strongly to pragmatic quality (such as usability). They propose that hedonic quality to be “motivator” and pragmatic quality as “hygiene factor” that can lead to negative affect but does not contribute to positive affect. The conclusions by Hassenzahl et. all (2010) could be somewhat questioned again by asking what kind of link these universal, primary user needs have then in action that is central in service design. Moreover, one could also question their conclusion that need fulfillment is clearly linked to hedonic quality perceptions of interactive systems. Not all positive human experiences are hedonic as Csikszentmihalyi (1990) studies on flow indicate. Another perspective to emotions besides addressing their link to user needs is the argument that UX is an emotional response to interaction with a product or service. For example, ISO 9241-210 standard defines user experience as "a person's perceptions and responses that result from the use or anticipated use of a product, system or service". It emphasizes the outcome and memories of an experience - the reaction- rather than is dynamic in nature. This perspective focuses on a specific period of activities or tasks and relates to measuring experience of certain activity or system use. For example, Agarwal and Meyer (2009) developed a method that can be used in conjunction with usability testing in order to measure emotional responses with verbal and non-verbal techniques. However, what is questionable in this kind of approach is the overemphasizing the importance of single user tasks and problems in conducting them instead of seeing users emotional motivations and actions in context as possibilities for new designs. User experience over time Considering UX only as emotional response to something is also problematic from service design point of view since its link to action and context is missing. In fact, Bargas-Avila and Hornbaek (2011) did comprehensive literature review on UX research and noticed that it rarely focuses on context of use or anticipated use. However, there are some UX researchers who have noticed this problem, too. Karapanos et al. (2009) argue that UX discussion in the field of HCI has largely neglected so far temporality – user experience over time. In their ethnographic study where they followed iPhone users from the actual purchase to four weeks usage, they found out that while early experiences seemed to relate to mostly to hedonic aspects of product use, prolonged experiences became increasingly more tied to aspects reflecting how the product becomes meaningful in one’s life. They found out that usefulness of iPhones emerged through it appropriation in specific contexts and the changes this brought to study participants’ life. They also noticed that the usage of iPhone became gradually part of people’s daily rituals and suggest that designing interactions should focus on designing for habituated activities as 2 well. This particular notion is in line with Korkman’s (2006) view on service development: the objective of service development is the cultural production of new forms of practices. However, Karapanos et al (2009) do not restrict the design to practices or daily routines but also mention that experiences over time should support people’s identity that they desire to communicate in certain settings. In their study they found out that iPhones supported over time participant’s self- expression and differentiating from others as well as need for integration and feeling part of a group. Also Boztepe (2007) identifies a third concept of value beside value-in-use and value-as-experience: value-as-sign. Co-experience Co-experience is UX related concept that addresses the importance of social aspects of experiences. For the ISO UX standardization work there was a survey reported (Law et. all, 2009) at CHI conference in 2009 that studied the views on user experience of 275 researchers and practitioners from academia and industry. The most controversial statement in the survey was “Only an individual person can have an experience. An experience is something personal, something ‘within’ a person”. Some respondents argued that experiences are social and some thought that only individual can have feelings and experiences although social context influence experiences as technological context or physical surroundings. Despite the strong controversy, authors close their article by claiming that while experiences can be shared they still manifest themselves inside individuals and the ISO standardization work was decided to be continued with a single user point of view. Consequently, the role of social aspects in people’s experiences with digital products and services is still undefined in the field of UX. Since UX practitioners are working more on more with applications and services that enhance social interaction, the social aspects should be investigated more. While social user experience still seem like an unexplored territory, there do exists some authors that have taken the social side of experience seriously. Battarbee and Koskinen (2005) have started the work by exploring the concept of co-experience by studying mainly mobile phone users. Their concept of co-experience emphasizes that experiences with products emerge and change, as they become a part of social interaction – experiences are lifted up, reciprocated and rejected in social interaction. The meaning of products is formed in social interaction. However, there can be social aspects of user experience that affect it not just by changing its meanings afterwards, but also by influencing the formation of it. For example, people might gather into the same location in order to play games together because they prefer the experience of playing games with others to playing against computer or non-located humans (see e.g., Gajadhar et al., 2008) What happens to UX in transformation economy? One more notion worth to mention about UX is that, in general, UX approach is often argued for on the basis of experience economy introduced by Pine and Gilmore 3 (1999). However, already in their famous book (1999) on experience economy Pine and Gilmore stated: “ just like experience stagers before them, transformation elictors are greatly increasing their share of total economic pie”. According to Pine and Gilmore, transformation economy is the result of experiences – often painful ones
Load more

Recommended publications
  • A Glossary of User-Centered Design Strategies for Implemen- Tation Experts
    TBM ORIGINAL RESEARCH A glossary of user-centered design strategies for implemen- Downloaded from https://academic.oup.com/tbm/advance-article-abstract/doi/10.1093/tbm/iby119/5232646 by guest on 07 December 2018 tation experts Alex R. Dopp,1, Kathryn E. Parisi,1 Sean A. Munson,2 Aaron R. Lyon3 1Department of Psychological Abstract Science, University of Arkansas, User-centered design (UCD), a discipline that seeks to ground Implications Fayetteville, AR 72701, USA the design of an innovation in information about the people 2 Practice: Use of shared language around user-cen- Department of Human Centered who will ultimately use that innovation, has great potential tered design (as presented in this glossary) can Design and Engineering, University of Washington, Seattle, WA to improve the translation of evidence-based practices from maximize the usefulness of interdisciplinary 98195, USA behavioral medicine research for implementation in health care efforts to promote the implementation of evi- 3Department of Psychiatry and settings. UCD is a diverse, innovative field that remains highly dence-based practices through improved design. Behavioral Sciences, University of variable in terms of language and approaches. Ultimately, we Washington School of Medicine, produced a glossary of UCD-related strategies specifically for Seattle, WA 98195, USA experts in implementation research and practice, with the goal Policy: Policymakers who wish to promote a of promoting interdisciplinary collaboration in implementation user-centered culture in health services should efforts. We conducted a focused literature review to identify consider the value of tools like this glossary in key concepts and specific strategies of UCD to translate into developing shared language and interdisciplinary the implementation field.
    [Show full text]
  • The Future of Visual Communication Design Is Almost Invisible Or Why Skills in Visual Aesthetics Are Important to Service Design
    ServDes2018 - Service Design Proof of Concept Politecnico di Milano 18th-19th-20th, June 2018 The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service design Mark Roxburgh [email protected] School of Creative Industries, Faculty of Education and Arts, University of Newcastle, University Drive, Callaghan, Australia, 2308 Jemimah Irvin [email protected] nib Health Insurance, Locked Bag 2010, Newcastle, Australia, 2300 Abstract Over the past 20 years there has been an increase in post-secondary visual communication education in Australia while the growth of the industry itself has been low, meaning an increasing number of graduates compete for a limited pool of jobs1. The use of visualisation in human centered and service design approaches provides alternative employment opportunities for these graduates. This paper presents a case study of a visual communication honors research project that is indicative of those opportunities and the potential benefits of having highly skilled visual practitioners involved in human centered and service design processes. Furthermore, we argue that a consideration of the aesthetics of the visualisation methods used in this context is essential and that visual aesthetics should be a significant part of the service design skillset. KEYWORDS: visual communication, visual aesthetics, visual research methods, visual storytelling, visual skills 1 Average annual employment growth for visual communication in Australia: Historical 2010 – 2017, 0.69%. Forecast 2018 – 2024, 1.4% (Do, 2017). Introduction Whilst we use a visual communication honors design research project as a case study to argue our case, it is not our intention to provide a detailed account of the project, a step by step guide of the methods of research and an analysis of its success or failure.
    [Show full text]
  • Warts-And-All: the Real Practice of Service Design
    Warts-and-all: the real practice of service design Dr Yoko Akama School of Media and Communication RMIT University GPO Box 2467V Melbourne Victoria 3001 Australia Tel: +61 (0)3 9925 9807 Fax: +61 (0)3 9639 1685 e-mail: [email protected] www.rmit.edu.au Introduction Service design practice, discourse and education are still nascent in Australia where most designers are trained in fields such as industrial design, architecture, communication design, and to a lesser degree, interaction design (a field that is equally nascent). Academic research on service design has so far been limited (Kimbell and Seidel 2008) and much of the knowledge generated from business contexts has been proprietary (Tether 2008). These factors have led to a lack of critical engagement in examining and investigating the complex contexts that surrounds service design projects. This also adds to the challenging obstacles for designers seeking to establish and embarking upon a service design-led practice in Australia. The paper critiques service design case studies that are often documented and reported in a manner that abstracts and generalises the realities of this field as obstacles to understanding the ‘real’ practice of service design. Through attempts to clarify, systematise and advocate the benefit of service design, authors might gloss over the messy realities and the contextual knowledge grounded in action. This has resulted in practice-based knowledge being ‘lost in translation’. This is a critical shortfall. It becomes a disadvantageous factor in developing learning frameworks for designers in similar contexts to Australia who are seeking models, methods, case studies and discourse on service design from established agencies and research institutions on service design across Europe.
    [Show full text]
  • Adding UX in the Service Design Loop: the Case of Crisis Management Services
    Interaction Design and Architecture(s) Journal - IxD&A, N.37, 2018, pp. 47-77 Adding UX in the Service Design Loop: The Case of Crisis Management Services 1 1 Karim Touloum , Djilali Idoughi , Ahmed Seffah2 1 University A. Mira of Bejaia, Bejaia, Algeria 2 Innovation and Software Department, Lappeenranta University of Technology, Finland {karim.touloum, djilali.idoughi}@univ-bejaia.dz [email protected] Abstract. Focus on user experience (UX) has been a growing trend in service design (SD), as it has various benefits. As it will be demonstrated in this paper, developing an efficient, yet usable crisis management service requires a deep understanding of the experience of all stakeholders involved in the crisis. While many SD studies have proposed different principles, practices and tools, there is a lack of a practical comprehensive design framework that empowers designers to integrate effectively UX in the SD lifecycle. In this paper we propose a methodological framework called UXD-IS (User eXperience Design of Interactions and Services) that combines UX characterization and touchpoints analysis. The framework has been validated through a case study related to flooding crisis management. The investigations reveal that the framework is a powerful support tool during the first phases of the development of a new service or the improvement of an existing one. Keywords: user experience, service design, interactive service, design framework, touchpoints, user journey, crisis management. 1 Introduction Crisis management services are undergoing major and fundamental changes in all countries around the world. This is a result of a number of convening forces including public budget cuts, demographic shifts, massive immigration, urbanization, environmental challenges, terrorism risks and rapid technological change [1, 2].
    [Show full text]
  • Stakeholder Engagement for Service Design Will Be the Main Focus of the Thesis
    Abstract Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material. How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations. It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. By analysing and synthesising the information obtained, it is then i Abstract transformed into insights. These insights are visualised to provide easily accessible representations of service situations. The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline.
    [Show full text]
  • Service Innovation Through Touch-Points: Development of an Innovation Toolkit for the First Stages of New Service Development
    ORIGINAL ARTICLE Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development Simon Clatworthy Oslo School of Architecture and Design, Norway This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project - the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process. This paper describes and analyses the development of the tools, their intended use and their evaluation following actual uptake by several commercial service providers. The results show that the toolkit assists the innovation process during the first phases of the new service development process and helps develop team cohesiveness. The card-based approach offers a tangibility that teams find useful, and that offers multiple usage alternatives. In addition, the paper describes the multiple functions that tools used in service innovation need to accommodate, and how design makes an important contribution to this. The work also reflects upon the materials of service design and suggests that touch-points are one of the materials used by designers to understand, explore and develop innovative service solutions. Suggestions for further work are included that include aspects of toolkit tangibility, usage areas and touch-point innovation. Keywords – Touch-points, Methods for Service Innovation, Touch-point Cards, Toolkit, Cross-functional Teams, Service Design, Innovation. Relevance to Design Practice – Describes how innovation in new service development processes can be achieved through focusing on touch-points, and describes a toolkit approach to foster this in service organisations.
    [Show full text]
  • The Contribution of Typography and Information Design to Health Communication
    The contribution of typography and information design to health communication Book or Report Section Accepted Version Walker, S. (2017) The contribution of typography and information design to health communication. In: Cooper, R. and Tsekleves, E. (eds.) Design for health. Routledge, pp. 92- 109. ISBN 9781472457424 Available at http://centaur.reading.ac.uk/66530/ It is advisable to refer to the publisher’s version if you intend to cite from the work. See Guidance on citing . Publisher: Routledge All outputs in CentAUR are protected by Intellectual Property Rights law, including copyright law. Copyright and IPR is retained by the creators or other copyright holders. Terms and conditions for use of this material are defined in the End User Agreement . www.reading.ac.uk/centaur CentAUR Central Archive at the University of Reading Reading’s research outputs online Thematic Unit: Communication Design for Public Health The contribution of typography and information design to health communication abstract This chapter is about the role that information design, and typography and graphic communication play in effective public health communication. It introduces the way that information designers work, particularly in relation to what have been called ‘functional texts’ – those that enable people to take some kind of action, or to better understand something. Examples of late-nineteenth- and early-twentieth-century printed ephemera are used to draw attention to the ways that language and visual presentation work together to enhance the meaning of a particular message. The role of pictures in health communication is discussed with reference to Isotype and the work of Otto and Marie Neurath.
    [Show full text]
  • Changing Cultures of Design Identifying Roles in a Co-Creative Landscape
    Changing Cultures of Design Identifying roles in a co-creative landscape Marie Elvik Hagen Department of Product Design Norwegian University of Science and Technology ABSTRACT The landscape of design is expanding and designers today are moving from expert practice to work with users as partners on increasingly complex issues. This article draws up the lines of the emerging co-creative design practice, and discusses the changing roles of the designer, the user as a partner, and design practice itself. Methods and tools will not be considered, as the roles will be discussed in terms of their relations. The co-design approach breaks down hierarchies and seeks equal participation. Research suggests that the designer needs to be responsive or switch tactics in order to take part in a co-creative environment. A case study exploring co-creative roles complements the theory, and finds that the designer role needs to be flexible even when having equal agency as partners and other stakeholders. Sometimes it is necessary to lead and facilitate as long as it is a collaborative decision. Bringing users in as partners in the process changes the design culture, and this article suggests that Metadesign can be the holistic framework that the design community need in order to understand how the different design practices are connected. KEYWORDS: Co-design, Co-creativity, Roles in the Design Process, Participatory Design, Metadesign, Cultures of participation, Design Agenda 1. INTRODUCTION This article seeks to examine how the role of the designer, the role of the user and the role The landscape of design is changing.
    [Show full text]
  • Architecture Activist
    ...not content with the way things are... ActivistAffect change in the established way of doing things. Architecture Philosophy & Practice of the Community Design Center Edited by: Dan Pitera & Craig L. Wilkins ActReflect ii Book Editors: Craig L. Wilkins, Ph.D., AIA, NOMA, ARA Instructor, University of Michigan Taubman College of Architecture + Urban Planning Former Director, Detroit Community Design Center Dan Pitera, FAIA, ACD Professor, University of Detroit Mercy School of Architecture Executive Director, Detroit Collaborative Design Center Book Design: Dan Pitera, FAIA, ACD Cover Image: DCDC Workshop Process with The Alley Project, Southwest Detroit ISBN: 978-0-9904595-3-8 © 2015 Detroit Collaborative Design Center, University of Detroit Mercy School of Architecture iii Thank You ...to all those who help expand the nature of all practices to include more people, more programs and more geographies. iv Preface You are not a profession that has distinguished itself by your social and civic contributions to the cause of civil rights. You are most distinguished by your thunderous silence and your complete irrelevance….You are employers, you are key people in the planning of our cities today. You share the responsibility for the mess we are in, in terms of the white noose around the central city. It didn’t just happen. We didn’t just suddenly get this situation. It was carefully planned….It took a great deal of skill and creativity and imagination to build the kind of situation we have, and it is going to take skill and imagination and creativity to change it. We are going to have to have people as committed to doing the right thing, to “inclusiveness,” as we have in the past to exclusiveness.
    [Show full text]
  • Architecture Live Projects: Advocating a Co-Design Methodology Across Academy and Community
    Charrette:essay $UFKLWHFWXUH /LYH 3URMHFWV $GYRFDWLQJDFRGHVLJQ PHWKRGRORJ\DFURVV DFDGHP\DQGFRPPXQLW\ &UDLJ6WRWW 6LPRQ:DUUHQ Leeds Beckett University $%675$&7 $UFKLWHFWXUH OLYHSURMHFWVKDYH EHHQXQGHUWDNHQDW /HHGV %HFNHWW 8QLYHUVLW\ VLQFH 7KHFRPSOHWLRQRI 1HZ :RUWOH\&RPPXQLW\&HQWUHD ¾PLOOLRQEXLOGLQJLQ /HHGV8.LVWKHPRVWFRPSOH[WRGDWH7KH SURMHFW ZDV GHVLJQHGE\VWXGHQWVDQGWXWRUVRI DUFKLWHFWXUHJUDSKLFDUWDQGGHVLJQODQGVFDSHDUFKLWHFWXUH SURGXFW GHVLJQDQGFUHDWLYH ZULWLQJ±WKHDFDGHP\ DQG1HZ:RUWOH\ &RPPXQLW\ $VVRFLDWLRQLWVVHUYLFH XVHUVUHVLGHQWV FRQWUDFWRUVDQGGHVLJQFRQVXOWDQWV±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
    [Show full text]
  • Theory of Constraints (TOC) As an Operations Improvement Methodology at the Private Healthcare Sector in Cyprus Spyridon Bonatsos
    Theory of constraints (TOC) as an operations improvement methodology at the private healthcare sector in Cyprus Spyridon Bonatsos To cite this version: Spyridon Bonatsos. Theory of constraints (TOC) as an operations improvement methodology at the private healthcare sector in Cyprus. Business administration. Université de Strasbourg, 2019. English. NNT : 2019STRAB021. tel-02965900 HAL Id: tel-02965900 https://tel.archives-ouvertes.fr/tel-02965900 Submitted on 13 Oct 2020 HAL is a multi-disciplinary open access L’archive ouverte pluridisciplinaire HAL, est archive for the deposit and dissemination of sci- destinée au dépôt et à la diffusion de documents entific research documents, whether they are pub- scientifiques de niveau recherche, publiés ou non, lished or not. The documents may come from émanant des établissements d’enseignement et de teaching and research institutions in France or recherche français ou étrangers, des laboratoires abroad, or from public or private research centers. publics ou privés. Université de Strasbourg Ecole Doctorale Augustin Cournot HuManiS (ED 221) THESE POUR L’ OBTENTION DU DOCTORAT EN SCIENCES DE GESTION Application de la Théorie des contraintes (TOC) dans le secteur des soins de santé privé à Chypre THESE présentée par: Spyridon Bonatsos Soutenue le: 20 March 2019 “τα πάντα ρεῖ” – “Everything flows.” Heraclitus JURY Directeur de thése Thierry Nobre Professeur, Université de Strasbourg Rapporteurs Irène G eorgescu Professeur, Université de Montpellier François M eyssonier Professeur, Université de Nantes Membres Philippe Wieser Professeur, Ecole Polytechnique Fédérale de Lausanne Christophe Baret Professeur, Université de Aix Marseille Acknowledgments With this opportunity, I would like to convey my sincere thanks and gratitude to the University of Strasbourg for honoring me with accepting my enrollment to the doctoral program.
    [Show full text]
  • Service Design - a Conceptualization of an Emerging Practice
    Katarina Wetter Edman Katarina Wetter Licentiate thesis Service Design - a conceptualization of an emerging practice Service Service Design - a conceptualization of an emerging practice Katarina Wetter Edman Thesis for the degree of Licentiate of Philosophy in Design (with the specia- lization Design Management) at HDK-School of Design and Crafts, Faculty of Fine, Applied and Performing Arts, University of Gothenburg Business & Design Lab is a center of expertise and research in Design Management and is a collaboration between HDK-School of Design and Crafts and the School of Business, Economics and Law at Gothenburg University ArtMonitor Doctoral Dissertations and Licentiate Theses No 28 ArtMonitor is a publication series from the Board for Artistic Research (NKU), Faculty of Fine, Applied and Performing Arts, University of Gothenburg Address: ArtMonitor University of Gothenburg Konstnärliga fakultetskansliet Box 141 SE-405 30 Göteborg www.konst.gu.se Linguistic editing: Jill Woodilla Illustrations: Katarina Wetter Edman Graphic design: Katarina Wetter Edman Cover design: Mikael Sjömilla Printed by: Intellecta Infolog AB, Kållered 2011 © Katarina Wetter Edman 2011 ISBN: 978-91-978477-7-3 Service Design - a conceptualisation of an emerging practice Katarina Wetter Edman Katarina Wetter Edman Service Design - a conceptualization of an emerging practice Faculty of Fine, Applied and Performing Arts, University of Gothenburg Acknowledgements I resisted as long as I could, not seeing myself as a scholarly person. I was (and still am) a designer – yet there was someone more persistent than me. Now, some six to seven years after the first persuasive attempts, I am very happy to be part of academia. The person I have to thank for this is Professor Ulla Johansson.
    [Show full text]