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EmotionWork in Experience-Centred Design

Lookup NU author(s): Dr Madeline Balaam, Dr Robert Comber, Dr Rachel Clarke



This is the final published version of a conference proceedings (inc. abstract) that has been published in its final definitive form by ACM, 2019.

For re-use rights please refer to the publisher's terms and conditions.


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.

Publication metadata

Author(s): Balaam M, Comber R, Clarke RE, Windlin C, Stahl A, Hook K, Fitzpatrick G

Publication type: Conference Proceedings (inc. Abstract)

Publication status: Published

Conference Name: CHI Conference on Human Factors in Computing Systems

Year of Conference: 2019

Pages: 1-12

Print publication date: 05/05/2019

Online publication date: 05/05/2019

Acceptance date: 21/01/2019

Date deposited: 23/11/2020

Publisher: ACM


DOI: 10.1145/3290605.3300832