Service design tools for stakeholder dialogue and youth ......how participatory service design...

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ServicedesigntoolsforstakeholderdialogueandyouthempowermentinAfrica

SatuMiettinen1,TangTang2,SilviaRemotti3,EmanuelaDelfino4,BruttoFrancesco5,DammannJulia6,AlonsoSara7

1FacultyofArtandDesign,UniversityofLapland,Finland,[email protected],Leeds,UK,[email protected],Italy,[email protected],Italy,[email protected],Italy,[email protected],SouthAfrica,[email protected],Italy,[email protected]

Abstract: The aim of this paper is to present a servicemodel andmethods thatenable empowerment and action in the context of the San youth. Theirstakeholdershaveanextremelyimportantroleinbothprovidingservicesaswellaslobbying for their cause to improve the situation in the local context.When thepublic service production does not have vast resources available the role of civilsocietyandnon-governmentalorganisationsbecomemoreandmoreimportant intheserviceproductionaswellas intheservicedelivery.Further, it isfundamentaltodevelopmeansforlocaldialoguethatenablescommunicationbetweendifferentstakeholdersandtheSanyouth.ThispaperfocusesonservicedesignandcreativemethodologiesthatcanbeutilizedforcreatingwellbeingatthelocallevelinSouthAfrica and Namibia. Service design has become an important tool for creatinginsights and understanding over complex societal challenges and finding newsolutions for underserved and marginalized communities. It is looking at servicedesign as a platform to create both foresight and solution-oriented process tocreate dynamic capabilities through local dialogue in response to the needs ofunderservedcommunities.Theme:Innovation.Keywords: service design, participatory design, dialogue, youthempowerment,grassrootsinnovation

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1.IntroductionParticipatoryDevelopmentwithYouth(PARTY)projectandservicedesignmethodologyhavehelpedin“givingavoice”tothemarginalizedyouthinAfrica.PARTYprojectisaresearchandresearchermobilityprojectfundedbyMCSARISEHorizon2020programfocusingonparticipatorydevelopmentwithindigenousSanyouth.ResearchcollaborationincludesstakeholdersfromboththeacademiaUniversityofLapland,UniversityofLeeds,CapePeninsulaUniversityofTechnologyandNamibiaUniversityofScienceandTechnologyandthethirdsector.Especiallythethirdsectororganisationshavebeenactiveintheproject.TheseorganisationsincludeSouthAfricanSanInstitute(SASI),!KhwattuinSouthAfricaandPACODesignCollaborativeinItaly.

EmpowermenthasbeenrecognisedbyWorldBank(2000)asoneofthethreepillarsofpovertyreductionandthesubjectofdebatewithinthedevelopmentcommunity.ThisresearchinvestigateshowparticipatoryservicedesignprocessworksasaninnovationcatalystforyouthempowermentinAfrica.Throughcasestudies,weillustratehowparticipatoryservicedesignenablesandcreatesthelocaldialoguebetweentheyouthandtheirstakeholders.ThroughservicedesignworkshopsPARTYprojecthelpedyouthinNamibiaandSouthAfricatoidentifytheproblemssuchaslowself-esteem,poorliteracyskillsandlackofwater,developnewsolutionstoaddresstheseproblemsandpresentthefinaloutcomestolocalstakeholders.Servicedesignprocessenabledtheyouthtodevelopadialoguewiththelocalstakeholders.Thesestakeholdersoftenleavetheyouthasidefromthedecision-makingprocess.Atthesametime,theprocesshelpedtheyouthtoincreasetheirself-esteem.Theyouthfelthelpfultotheircommunitiesandproudtobelistenedbythelocalstakeholders.

Servicedesignisatooltodeveloppublic-privatepartnershipsandcreatenewserviceofferingstobothaccommodatecitizen’sneedsandcreatecompetitivesocialcapitalforthecommunities.Thevalueofservicedesignincreatinglocaldialogueisinitsabilitytoconcretiseabstractcontextsandsupporttheideationandconceptualisationprocesses,aswellasinitssupportfortheinnovationprocess.OneofthefocusesinPARTYprojectistoofferpracticalframeworksandtoolsthatenabledesigners,researchersandpractitionerstounderstandandmanagecomplexsocietaldevelopmentprocesseswherethedialoguebetweendifferentstakeholdersandtheyouthisneeded.InPARTYproject,arangeofvisual,performativeandstorytellingtoolshavebeenadapted,developedandtestedthroughdesignpractice.Thesearedevelopedfurtherasatoolforcreatinglocaldialogue.Beingconcernedforthesocietyisnotanewphenomenonamonglocaldevelopersanddesigners,butthereisanevidentneedtoshiftthefocusfromthesingleissueofdesigners’ordevelopers’responsibilitiesandtaskstowardstakingamoreholisticapproachtosociallyresponsibledesign,creatinglocaldialogueanddiscussinghowthiscancontributetothecapabilitiesofcommunities.Howisitpossiblethroughlocaldialoguetodeconstructpreconceivedideasabouthowthingsshouldbedoneandtogeneratenewsolutionsthatcouldeventuallytransformandchangesociety?

2.ResearchmethodologyThedevelopmentofthePARTYmodelandmethodsforlocaldialogueisbasedonconstructivedesignresearchwhichisdefinedas:“designresearchinwhichconstruction–beitproduct,system,space,ormedia–takescenterplaceandbecomesthekeymeansinconstructingknowledge”(Koskinenetal.,2011,p5).Koskinenetal.(2011)arguethatdesignresearchersneedmethodologicalandtheoreticalflexibilityanddiscussthatdesigncanbestudiedinthreecontexts:thelab,thefieldandtheshowroom.Eachofthesecontextsischaracterisedbytheirownresearchcultureadaptedfrom


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otherresearchtraditions:thenaturalsciences,socialsciencesandart.Constructivedesignresearchismanywaysconnectedtoresearchthroughdesign(e.g.Zimmermanetal.,2010,Frayling,1993),whereresearchanddesignprocessesaresimultaneous/overlappingandresearchprojectsemergefromandwithdesignpractice.Designresearchersasconstructivistsconductingresearchthroughdesignpracticeseektoexplainthemeaningofthesubjectbyartisticallyand/orcreativelymakingobjects,interventions,processesetc.

InPARTYproject,themodelsandmethodshavebeendeveloped,experimented,testedanddiscussedthroughdesignsessions,workshopsandengagementswiththeSanyouthandtheirstakeholders.Aseriesofservicedesignworkshopsandstakeholdermappingsessionshavebeendevelopedandconductedwiththesupportfromtheresearchcollaborationwhichincludesstakeholdersfromboththeacademia(UniversityofLapland,UniversityofLeeds,CapePeninsulaUniversityofTechnologyandNamibiaUniversityofScienceandTechnology)andthethirdsector.Especiallythethirdsectororganisationshavebeenactiveintheproject,whichincludeSouthAfricanSanInstitute(SASI)and!KhwattuinSouthAfrica,andPACODesignCollaborativeinItaly.PARTYresearcherscreateandadaptartisticandcreativetoolsandmethodsbasedontheskillsandcapacitiesofthedesignfield.ThentheyworkasfacilitatorsinthefieldwheretheSanyouthcouldrecognisetheirowncapabilitiesandskillsandutilizetoolsandmethodstocreateadialoguewiththestakeholdersandcommunity.Theoutcomes“dialogues”co-createdbyparticipantse.g.intheformofperformance,pitch,exhibitions,etc.giveassociationstotheshowroom.InthePARTYcase,thefieldandtheshowroomareinfluencedbyartisticandcreativemovementsintheparticipatorydesignactivities,whichhelpresearcherstounderstanddesignresearchasanintentionalbyproductofwhatdesignersdonaturallyinprototypedesign.Prototypeshereincludeboth“dialogues”-asaformoftangibleoutcomesfromparticipatorydesignactivitiestobeusedtoconnectwiththestakeholders,andabductivereasoning(Peirce,1958),e.g.empiricalfindings,ideas,knowledge-asaformofabstractprototypestobetestedanddebatedaccordingtotheirrelevanceandimportancetopractice,academiaandpracticabilityorfeasibilityofdesignandresearchactivities.Theprocessofmaking,designing(Zimmermanetal.,2010)andprototypinginthiscaseenablesmoreclearlyarticulatedresearchquestionsaswellasamoredetaileddescriptionoftheplanningandexecutionoftheresearchproject.

3.EmpowermentladderTheSanyouthisnotahomogenousgroupinallaspectsbutdependingonthecontext(SouthAfrica,Namibia)theyouthhavedifferentlocalchallenges.WhereassomeSanyouthgroupsareworkingwithyouthwhoarealreadyinthevocationaltrainingoruniversityeducation,somegroupslocatedinmoreruralcontextstrugglewithcompletingtheprimaryeducation(Tsumkwe)(Hays,2011).Fordevelopingempowermentladderthatwouldenablestakeholderdialogue,thebaseoftheladderneedstobewellestablished(Saugestad,2006).PARTYempowermentladderaddressesboththechallengesinthedevelopmentofthebaseoftheladderthatfocusesontheneedsfordevelopinginterventionstoreducedropoutsintheprimaryeducation,aswellasthestepsthatwouldenablestakeholderdialogueatthelocallevel(Brown&Haihambo,2015).InthebaseofthePARTYempowermentladdertheretheneedsoftheSanyouthwhoareengagedintheprimaryeducation.

DrawingfromRocha’s(1997)ladderofempowerment,thePARTYprojecthasdevelopedanempowermentprocessthataddressestheSanyouth’sneedsandusesservicedesignapproachtoenablingthelocaldialogue.BasedontheworkconductedwithSanyouthgroupsandaseriesofservicedesignworkshopsthathaveenabledlocaldialogues,thejourneytakenbytheSanyouthcreatingthelocaldialogueissummarisedbelow:

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1. Participatinginaservicedesignworkshoptodefineandconcretisethelocalchallenges;

2. Participatinginastakeholdermappingsessiontoidentifytherightchannelsforthedialogueandcontactrelevantstakeholdersthatshouldbeinvolved;

3. Participatinginservicedesignworkshopstodevelopthecontentofthedialoguethrough:a)learningtopresentthelocalchallengeinaconcreteform,forexample,invisualorconceptformat;andb)learningtoideate,conceptualiseandcreateastrategytoimplementtheproposedsolution

4. Participatinginthepitchingevent,exhibitionorperformancetodiscussandgaincomments/feedbackfromthestakeholders

Table1.PARTYempowermentladder

PARTYempowermentladder

Servicedesigncase Servicedesigntools

Powerexperienceandlocusofempowerment(basedon1997)

1.Discover:Identifyingandverbalizinglocalchallenge,discoveryourabilityandcouragetocollaborativeaction

Creatingasocialsculpture/NUUlanguageschoolUpington

GRACEmodel,Poster,designactivism(artivism),photography,collaborativeandparticipatoryworkshops

DailylivingskillsSelf-helpPersonalsatisfactionSupportIndividual

2.Communicate:Createamessageandastoryline,communicatethroughexpandednetworksandsocialmedia

MessagetotheFuture/NuulanguageschoolUpington

GRACEmodelVideo,storytelling

Self-helpPersonalsatisfactionSupportIndividual

3.Impact:Developinganinformeddecision,developingavoiceandsharedmessagewiththecommunity,makinganimpactonthecommunity

·Trainingthetrainers,!Khwattu·RadioprogramXKfm,Platfontein·Developingethicalprotocol

Co-design,experimenting,video,broadcasting

KnowledgeandinformationforproperdecisionmakingIndividualdevelopmentMoralizedactionIndividual/community

4.Stakeholderdialogue-CaseRadioX-KFM,alocalradiostationinPlatfonteinManyofthePARTYactivitiesarebasedonyouthandstakeholderengagementandgeneratingdialogueandthuslearningabouteachothers’situationsandlearning.PARTYprojectisfocusingonmethodsthatenableempathy,understandingofthereal-lifesituationandabilitytocontextualisethechallengesthattheparticipantshave.Inthestakeholderengagementsanddialogue,therehastobeenoughdiversitytoenablemulti-vocalityandheterogeneitytoincludevarietyanddiversityofvoices.


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“Diversityinstakeholderdialogueisstronglylinkedtotheconceptof‘learning’.Learningisafrequentlyusedconceptinstudiesonparticipationinrelationtoinnovationprocessesandsustainability.Inastakeholderdialogue,learningtakesplacethroughtheinteractionwithotheractors.Thishasbeenreferredtoas‘sociallearning’insocialpsychology,theideathatinteractionbetweenpeoplewithdifferentperspectivescanleadtotheemergenceofnewinsights.”(Cuppen2012)

InPARTYprojectdialoguebetweenstakeholdersisneededtoenablelearning,empathyandempowerment.Theprojectfocusesonstudyinghowservicedesignandcreativemeanscanbeusedtoenablethisdialogue.Howvisualisationandstorytellingmethodscanenablelearning,empathyandcommunicationbetweenstakeholders?Throughdialogueitispossibletounderstandagencyandcapacityforinitiatingandmaintainingcollaborationandtechnologicalorsocialchange,thusidentifytheopportunitiestodevelopservicedesignmethodsanddesignservicesthatsupportthedialogue.

InMarch2017aseriesofmeetingsandworkshopswereplannedbyPACODesignCollaborative,SouthAfricanSanInstitute(SASI)andtheUniversityofLeedstoidentifyparticipantsfromtheRadiostaffandfromtheSanYouthcommunitytoparticipateintheproject.TheseactivitiesweredirectedtounderstandthepotentialoftheprojectandtheintentionoftheSanYouthtoparticipate.Moreover,aseriesofinformationwascollectedabouttheactualprogrammingatX-KFMradio,thelistenersandtheroleoftheradioineverydaylifeofthecommunity.Theworkshopsrevealedthat“theyouthsandtheaudiencedemonstrateprideinhavingalocalcommunityradio,butalsofeltnotverymuchinvolvedandwereactuallyquiteafraidoftellinguswhattheythoughtofit,fearingtoupsetsomebodyfromthecommunity”(participatingSanyouth).ThegoaloftheseworkshopswastoenabletheYouthfromthecommunitytoproduceandbroadcastaprogramonX-KFMRadio.

InApril2017aseriesofworkshopshelpedtheyouthtodesignanddeveloptheprototypeofaradioprogramtoberunbytheyouthofthecommunitywiththehelpoftheradiostaff.Theaimoftheworkshopswastoprovideparticipantswithbasicknowledgeonhowtostructureaprogramandgenerateprogrammecontent,startingfromtopicsthatcameoutfrompreviousworkshopsinMarch2017.Attheendofthefirstworkshop,theparticipantssimulatedthebroadcastoftheradioprogramaccordingtothetopicstheyexplored.Theideabehindthisactivity,evenifthecontentswerenotdeeplyexplored,wastoendtheworkshopwithapracticaloutcome,anaudiofileoftheprogramrecordedonamobilephone.Inthesecondworkshop,participantsweredividedintothreegroupsandgeneratedthreeproposalsfortheradioprogramstartingfromthegiventopics:Lifestyle,CultureandEducation,andEmployment.Theparticipantsformalisedtheprogramin10-15minutes,theydefinedtheformattheywantedtoapply,theywrotedownthescript,andbytheendofthedaytheyrecordedtheprogramme.Themainresultsoftheworkshoparetherecordingofthreeradioprogramsthatlasts10or15minutes.TheyouthshadtheopportunitytoworktogetherwithandgainfeedbackfromtheCommunityradiostaffandrecordtheprogrammegeneratedwithprofessionalequipment.

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Figure1.Workshopsession-Sanyouthdesigningnewradioprograms.Platfontein,April2017.

InNovember2017,theradiostaffsuggestedtointegratetopicsandrelatedcontentsgeneratedfromtheworkshopssofarintotheirexistingprograms,ratherthanco-creatingabrandnewprogramwiththeyouths.Thiswasthebestpossiblesolution,becauseanewindependentprogrammustbeapprovedbySouthAfricanBroadcastingCorporation(SABC)whoownandmanageX-KFMradio.Atthesametimeintegratingtheworkoftheyouthintoexistingradioprogramswasmorefeasibleintermsofcommitmentandeconomicfinances.X-KFMradioisalwayslookingforthecontentandtopicsthatwouldraisemoreinterestwithinthecommunityandthisopportunitymatcheswiththeirgoalandvision:toupliftandempowertheSANcommunity.Therefore,theprojectfocusshiftedfromcreatinganindependentprogrammetoco-designingaplatform/service/initiativethatwouldfacilitatetheyouthinvolvementandparticipationinthecollaborationwiththeRadiostation.Theaimofthisintegratedyouthradioinitiativewastostrengthenthedialoguebetweentheyouthsandthecommunity,givingvoicetotheyouthsthroughX-KFMcommunityradio.Afurtheraimisalsotocreateopportunitiesfortheyouthtogetbothexposureandtrainingsothattolearnnewskillsandknowledgeusefulfortheirfutureemployment.

Toinvestigatetheinterestsoftheyouthsincollaboratingwiththeradio,questionnaireswasdistributedtotheyouthinthecommunitythroughworkshopparticipantswhocamebackafterafewdayswiththeresults.Fourquestionsaskedwere:1.Age;2.WouldyouliketohaveasayintheX-KFMRadioprogram?Yes/no?Why?3.Ifyes-HowwouldyouletX-KFMknowyourideas?4.WhichrolewouldyouliketohavewhenworkingwithX-KFM?

Among65questionnaireparticipantss,nearlytwothirdoftheonesbelow18yearsoldsaidthattheywouldliketocollaboratewiththeradio,and32of37participantsagesbetween18and27saidthattheywouldalsobeinterestedincollaboration.TheanswerswereputinthreeconcentriccirclesinspiredbytheGoldenCirclemethodologyofSinek(2011):Why,How,What.Theycameupwitheightideasofcollaboration:1.Event2.Contentcontribution3.Internship/Trainingprogram4.Openmicsforyouth5.Youthsplaylistondemand(Musicandtopics)6.Quiz&Competitionsforyouths7.Shoutouts8.ManagementoftheFacebookpage.


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Theradiostaffwasalsoaskedtocompleteaquestionnairethataimstoinvestigatetheirinterestsininvolvingtheyouthsintheradioprogramactivities,andidentifythemostappropriatemodality.Mainquestionsaskedwere:1.Roleintheradio;2.WouldyoulikethattheX-KFMRadiocollaboratewiththeSanyouth?Yes/no?Why?3.Ifyes-WhatdoyouthinkSanyouthcanbringtotheradio?4.HowwouldyouthinkthiscollaborationbetweenX-KFMandyouthcouldbedone(E.g.Communicationchannels)?

TheanswersgatheredfromthestaffquestionnairewerealsomappedontotheGoldenCircle.Thestaff’sGoldenCirclewascomparedwiththeyouth’sCircledevelopedpreviously.Thecomparisonleadstoarangeofideasforpossiblecollaborations.Thenaworkshopwasrun,wheretheSanyouthandRadiostaffvotedfortheirfavouriteideaandworkedtogethertodesignacollaborationsystem.Todefinethedetailsofthesystem,aresourceblueprinttoolwasusedtogeneratealistofactions,stakeholdersandresourcesneeded.ThroughPARTYproject,acollaborationhasbeeninitiatedandsetupbetweentheRadioandtheSanyouthinPlatfontein,ifapprovedbySABC,theimplementationwillstartinFebruary2018.

Figure2.Workshopsession–GoldenCircledevelopedbytheyouth.Platfontein,November2017.

ThisisaninitiativetosupportthecollaborationbetweentheSanyouthandtheradiostaff.Throughthisinitiativetheyouthwouldhavea“voice”inthelocalmedia,learnnewskillsandgetexposureandexperience,allofwhichareimportantfortheirfutureemployment.

InordertofacilitatetheimplementationofthecollaborationbetweentheRadioStaffandtheyouth,PARTYresearcherspresentedatoolbookdevelopedbyPARTYprojectwhichisacollectionofthe

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toolsadapted,createdandtestedduringinthefirsttwoyearsandahalfoftheproject.asapracticalmanualforplanningandorganisingworkshops.Togetherwiththetoolbook,ashortvideowasproducedtoshowhowthetoolbookhasbeenusedinpractice.Thesetoolshelpedandwillfurthersupportthedialogueandcollaborationbetweentheyouthandradiostafftoco-createthecontentsoftheRadio.

5.DiscussionandmainfindingsPARTYprojectfocusesoninvestigatingtheuseofservicedesignincreatingthelocaldialogue.TheroleoflocalorganisationsisimmenselyimportantinthisaswellasthelocalcontextualunderstandingandtherespecttotheSanyouth,theircommunityandtraditionandcontemporaryculture.ServicedesignmethodsenablecreatingholisticunderstandingoflocalcontextaswellastochallengesboththelocalorganisationsaswellastheSanyouthandtheircommunitiesencounter.Servicedesigncreatesunderstandingabouttheconceptsrelatedtolocalempowerment.Meaningfulencounteringwithpurposeandactionaresomethingthatallstakeholdersarereachingout.Toolsandtrainingarethemeansforcreatingcapacitiesthatenabledialogue.InthecaseofPARTYproject,thisfocusesonservicedesignandtheuseofartandcreativetoolstocreatebothcapacitiesandmeaningfulaction.

ThePARTYprocessandempowermentladderutilizeartisticandservicedesignmethodsinordertoempowertheyouthandcreatethelocaldialogues.Themainprerequisiteforenablinglocaldialogueisindiscoverone'sselfawareness,worthinessandsenseofselfprideaswellasabilityandcouragetocollaborativeaction.Wedevelopartisticandcreativetoolsandmethodssothattheparticipationbecomesmoreaccessibleandattractiveforalltheusergroupsandparticipants,irrespectiveofeducationlevelorexperience.Thefeelingsofpoweraregainedthroughself-controlandrecognitionoftheimportanceofresourcesavailableinthesurroundingenvironmentatthe‘individualempowerment’levelinRocha’sladder.Wealsoexperimenttheconventionaldesignskill,prototypingasthestrengthofthedesignapproachthathelpstheyouthdevelopabetterknowledgeforproblem-solvingandactionplangeneration.FromtheselfawarenessofthesingularpersontothecollaborativeawarenessoftheSanyouth;apositiveupgradethatpushtheyouthtobecomeagentsofchangeintheircommunities.Agroupofpeoplewhosharethesamelifechallenges/wishesisabletoexpressmorecomplexsolutionsthanayouthalone.Atthesametimebeingagentofchangeintheirhomecommunityputthemselvesinaprominentroleinfrontoftherestofthecommunitymembersbutevenmoreimportantinfrontofthelocalstakeholderswhorecognisetheimportantactiveroleoftheyouth.InNamibia,forexample,wehavebeenabletoorganizeapublicpitchwheretheSanyouthofWindhoekhavepresentedtolocalstakeholdersthenewconceptsdesignedduringtheservicedesignworkshopsandtheresultwasreallypositive:fromonesidetheyouthfeltproudtohaveavoiceinthedevelopmentoftheircommunityandfromtheothersidethestakeholdersgavepositivesuggestionsonhowtoimplementsimpleconceptsintopilotprojects.Togetherwiththat,bothstakeholdersandyouthrecognizedtheservicedesignmethodashelpfulinleadingthecreativeprocessofindividualsandgroupswhoneverdidsomethingsimilarbefore.ThepitchhasbeenalsoanimportanteventthatenabledthedialoguebetweentheSanyouthandthelocalstakeholderswhodefinedthemselvesinterestedinbeingupdatedonthefuturedevelopmentsoftheconcepts.

ThemainimpactofPARTYprojectisindiscoveryphasewherethemainfocusisonuseofservicedesignandcreativemethodologiesforsupportingself-helpandindividualgrowthaswellasproblem-solvingskillsthatsupportsolutionorientations.ThiswasdemonstratedespeciallyintheservicedesignworkshopsfacilitatedbyPACODesignCollaborative.


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TheshorttermimpactwouldlayinthediscussionsandengagementactivitieswiththestakeholdersraisingawarenessoftheissuesandchallengesoftheSanyouth.Developmentoftheframework,processandPARTYempowermentarekeystomorelongtermimpactandmeansforcreatingmorestructuralchange.Raisingawarenessanddialoguearekeystopolicychange.Thiswouldneedmoretimeandlargescalelocalandnationaleffort.

Duringtheresearchithasbeennoticedthatinordertohavepositiveresultsusingservicedesignmethodsisreallyimportantthattheresearchersusetheappropriateapproach.Designingandusingthepropertoolsisimportantbutpresentingthetoolswiththesuitableapproachisessentialinordertohaveasuccessfulworkshop.Toworkwithamarginalisedcommunitymeansfirstofalltocreateacommongroundwheredifferentcultures,differentsetsofbehaviours,symbolsandbeliefsmeet,avoidingmisunderstanding.ApracticaltoolbookhasbeencreatedbyPARTYresearcherswiththeaimofbeingusedtoorganizeandrunworkshopswithmarginalizedcommunitiesandmoreinspecificwiththeSancommunity.Thebookisstructuredindifferentchaptersandonechapterisfullydedicatedtotheengagingphase,anditcollectsaseriesofbehaviors/rulesimportanttoknowbeforestartingtoworkwiththeSanyouth.ThechapterhasbeendevelopedwithalocalassociationworkingwiththeSan(SASI)andananthropologist.Havingalocalpartnerduringtheworkshopsessionisalsoreallyimportantbecausetheyareculturaltranslatorsofthelocalculture.Forfutureresearchers,especiallyfordesignresearcherswhoarenotusedtoworkwithmarginalizedcommunitiesithasrecommendedtounderstandin-depththeappropriateapproachtouse.

Acknowledgements

ThisprojecthasreceivedfundingfromtheEuropeanUnion’sHorizon2020researchandinnovationprogrammeundertheMarieSkłodowska-CuriegrantagreementNo645743.

TheauthorsthankReginaBereghoandX-KFMstaffandSareyMunawgoandPlatfonteinYouthwhoseparticipationmadethecasestudypossible.

AuthorshipSMandTTpreparedthemanuscript,SRparticipatedinthewritingoftheradiocaseandED,EF,DJandASworkedontheradiocasewiththeyouthandradiostaff.

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