关于实践 — 原型如何打破偏见On Practice — How prototyping breaks bias

我最初的研究的确识别出了关键挑战，但通过实践——在田野中做原型，我才能挑战自己的偏见。比如我对语言障碍的理解最初是肤浅的。实践揭示它不单单是理解层面的障碍，而是更深层的社会角色障碍：外来阿姨对于自己不同口音的不安全感和对被本地人排斥的恐惧。这一发现强化了原型测试的关键角色：它不仅是测试解决方案，更是揭示真正的深层问题。它也塑造了我接触难触达群体的原则。解决方案不是把聚光灯打在他们身上或直接提问，而是在他们既有的日常轨迹中与他们会面，用熟悉的话题和不施加压力的方式，正如我在设计原则中所展示的：低门槛触达与心理安全。

My initial research identified key challenges, but it was only through practice, prototyping in the field, that I could challenge my own biases. My understanding of the language barrier, for example, was initially superficial. Practice revealed it was not a barrier of comprehension, but a deeper social barrier of accent insecurity and fear of exclusion. This finding reinforces the critical role of prototyping: it is not just for testing solutions, but for uncovering the real problem. It also shaped my principles for engaging hard-to-reach groups. The solution is not to spotlight them or ask direct questions, but to meet them in their existing daily routines, using familiar topics and non-pressuring methods, as demonstrated in my design principles.

关于保持简单 — 共创中设计师的任务On Keeping it Simple — The designer's tasks in co-design

共创的目的不仅仅是获取所需信息，而是创造一个赋能的环境，让每个人都能一起想象社区的未来。我的原型迭代中一个关键的反思是最初复杂原型的失败（多主题花瓣）。这教会了我保持简单的重要性。这个原则不仅仅是让设计简单；它是关于厘清共创中的角色。居民在共创中的角色仅仅是提供他们的生活经验，而处理复杂性（例如需求分析）是设计师的工作。我的迭代原型通过将分析移到后台来隐藏复杂性，让前台保持简单、叙事化和有吸引力。保持简单，确保参与者不被抽象的设计任务所误导，不会失去耐心或感到困惑。在我的共创实践中，我最初试图用复杂的逻辑来标准化每个参与者的行动和反馈，希望让它们有意义。然而，这些限制性的方法也限制了参与者的思维。我学到一个特别重要的东西：有用的设计不是为我获得一个成功的结果，而是给人们自己的想象空间来表达自己，这是我真正深刻理解"less is more"的时刻。

The purpose of co-design is not just to get the desired information, but to create an enabling environment where everyone can imagine the community's future together. A key reflection from my prototype was the failure of my initial complex prototype (the multi-themes petals). This taught me the vital importance of keeping it simple. This principle is not just about making the design simple; it is about clarifying the roles in co-design. The designer's job is to handle the complexity (e.g., the analysis of needs). The resident's job is to provide their lived experience. My iterative prototype hid the complexity by moving the analysis to the backstage, allowing the front-stage to be simple, narrative, and engaging. Keeping it simple ensures participants are not burdened with abstract design tasks and do not lose patience or become confused. In my co-design practice, I initially tried to use complex logic to standardise every participant's action and feedback, hoping to make them meaningful. However, these restrictive methods also limited the participants' thinking. I learned that useful design is not about getting me a successful outcome but about giving people their own imaginative space to express themselves.

关于系统 — 设计师更应当作为表述者，而非仅仅是创造者On Systems — The designer as a framer, not just a maker

我的研究揭示了排斥问题是系统性的。因此，解决方案也必须是系统性的。我学到设计师最强大的工具不仅是建立原型并测试，而是理解系统并找到杠杆点的能力——在那里一个小的干预可以创造可持续的影响，这延伸到了项目本身应该用何种方式被传达给不同的人。一个关键的反思是关于利益相关者沟通。我的目标是支持外来群体，但如果将其表述为"去上海化"，会遭到抵触。相反，我必须扮演表述者的角色。我学会了理解利益相关者的价值观——比如政府对包容性的目标。然后我将我的项目表述为"不是一种分裂行为，而是一种更包容的方法"来支持他们实现既定目标。这种框架构建对项目的采纳至关重要。

My research revealed that the problem of exclusion is systemic. Therefore, the solution must also be systemic. I learned that the designer's most powerful tool is not just the prototype but the ability to understand the system and find the leverage points where a small intervention can create a sustainable impact. This extended to how the project itself was communicated. A crucial reflection was on stakeholder communication. My goal was to support migrants, but framing this as de-Shanghai-ing would have been met with resistance. Instead, I had to act as a framer. I learned to understand the stakeholders' values—such as the government's goal of inclusive. I then framed my project not as a divisive act, but as a more inclusive method to support them in achieving their existing goal. This framing was essential for the project's adoption.

关于设计师的角色 — 从实践者到连接者On the Designer's Role — From practitioner to connector

最后，这个项目明确了我作为服务设计师的角色。这个角色不是直接提供解决方案的赋能者或帮助者。我的角色更像是一个连接者。设计师应当理清并支持系统，而不是绕过它。我的服务（工具包）作为一个插件或桥梁，在两个方面发挥作用：它支持目标群体（外来阿姨）向利益相关者表达他们的需求，同时支持利益相关者（系统中已有的的实践者）触达他们。我很幸运能与织生合作，这是一个非常有能力的社会创新组织，他们是这个语境中真正的赋能者。这种合作至关重要，它让我的项目能够落地，将其从纯粹关于外来阿姨的学术研究转变为嵌入在实际社区参与语境中的真实实践。这个项目证实了可持续的服务设计必须依赖协作和支持现有系统变得更加包容。

Finally, this project clarified my own role as a service designer. This role is not that of an enabler or helper who directly provides solutions. My role shifted to becoming a connector. I learned that the designer supports the system rather than bypassing it. My service (the toolkit) acts as a plug-in or a bridge. It works in two ways: it supports the target group (migrant damas) in articulating their needs to stakeholders, and it supports the stakeholders (enablers already in the system) in reaching them. I was fortunate to collaborate with Clover Nature School, a highly capable social innovation organisation. They are the true enablers in this context. This partnership was crucial. It grounded my project, shifting it from purely academic research on migrant damas to a real practice embedded in an actual community engagement context. This project confirmed that sustainable service design must rely on collaboration and supporting the existing system to become more inclusive.