There are two scenarios here that fall under this category - (i) where the service deliverers believe they provide what the recipients want, but it wasn’t, that they’re not designing the right thing, and (ii) where the service deliverers believe they provide what the recipients want correctly, but it was faulty that the thing is not designed right. Contradiction in meeting expectations means the pain occurs when things do not apparently or actually work as intended by both the service recipient and the service delivery.What we can derive from the examples above is that, in a simplified form, there are generally two kinds of pain points-we can roughly define them: What if in another situation, where similarly “I want to find the exit, but it’s so confusing to navigate,” only this time the organization feels “great, but we want the user to stay longer as it benefits us”(think of the mall or retail space)? We can see how the pain in the first situation needs to be approached differently than in the second situation. For example, a situation where a service recipient says, “I want to find the exit, but it’s so confusing to navigate.” Suppose the service deliverer, say an organization, agrees, “we want the user to be able to navigate out quickly to make room for others,” then the fix is quite straightforward. As experiences and observations have taught us, not all pain points are the same. Thus, we can think of pain points as consequences of those fundamental contradictions. Usually, we would find a misalignment between expectation and reality that culminates into pain. While we can intuitively identify what a pain point looks like, as designers, we have the proclivity to inquire deeper as to the causes of those pain points: to expose the ‘why’s’ of those pain points (I will refer to “pain points” and “pains” interchangeably from here on). Through our research and design work, we hope to bridge the philosophical divide between urban and wild and aspire to move toward a more thoughtful and inclusive land ethic.In the field of design related to multi-actor experiences like service design or whatever else is emerging, we often see specific barriers or challenges that one or multiple actors encounter that impede them from reaching their goals or make their experiences less than optimal-we usually call them “pain points.” The standard practice, for example, is identifying and categorizing pain points in a qualitative research analysis. We embrace a design approach that values culture, infrastructure, economy and ecology as equally integral components of a dynamic, performative living system. The firm has the motivation and resources to respond to each project uniquely and to expand accordingly through a network of collaborators from a diverse range of fields. With a broad range of experience and education in landscape architecture and urban design, Ecotone Studios is proficient at finding inventive, comprehensive solutions to the complex design challenges found in contemporary built environments.We place a primary emphasis on collaboration with clients and within multi-disciplinary design teams. The firm was formally founded in 2011 and provides professional services to public agencies, non-profit organizations and private-sector clients for a wide variety of project types and scales. Ecotone Studios is a landscape architecture and urban design practice based in Los Angeles, California.
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