Autoethnographic study of applying service journeys to asylum applications

Mari Suoheimo; Tetiana Dubovenko; Ted Matthews; Satu Miettinen

doi:10.3384/ecp203079

Autoethnographic study of applying service journeys to asylum applications

Mari Suoheimo, Tetiana Dubovenko, Ted Matthews, Satu Miettinen

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

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Abstract

Just as the COVID-19 pandemic was starting to fade, the Russia–Ukraine conflict erupted into a large-scale war. This caused a new influx of refugees to many European countries. In this case study, through an autoethnographic service journey, we investigate the process of applying for asylum in Norway. We aim to understand the parts of the journey that work well and the issues that still require attention. By analysing the data collected, we can see that there are two main underlying issues, which are creating transparency and building trust between the applicant and the service system involved in asylum seeking processes. We noted that in this individual case, trust was constructed by the extent to which the officials treated the applicant as an equal. Making the entire asylum application journey visible from the first step is one way to find approaches to improve this process in the future.

Original language	English
Title of host publication	ServDes.2023 Entanglements & Flows Conference
Subtitle of host publication	Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil
Editors	Carla Cipolla, Claudia Mont’Alvão, Larissa Farias, Manuela Quaresma
Place of Publication	Linköping
Publisher	Linköping university electronic press
Pages	1-20
Number of pages	20
ISBN (Electronic)	978-91-8075-476-7
DOIs	https://doi.org/10.3384/ecp203079
Publication status	Published - 28 Nov 2023
MoEC publication type	A4 Article in a conference publication
Event	Service Design and Service Innovation Conference - Pontifical Catholic University of Rio de Janeiro, Rio de Janeiro, Brazil Duration: 11 Jul 2023 → 14 Jul 2023 https://servdes2023.org/

Publication series

Series	Linköping Electronic Conference Proceedings
Number	203
ISSN	1650-3740

Conference

Conference	Service Design and Service Innovation Conference
Abbreviated title	ServDes2023
Country/Territory	Brazil
City	Rio de Janeiro
Period	11.07.2023 → 14.07.2023
Internet address	https://servdes2023.org/

Keywords

social public service design
refugee
asylum seeking process
autoethnographic service journey

Field of science

Visual arts and design

Access to research output

10.3384/ecp203079Licence: CC BY-NC

ServDes_2023_paper_6139+Autoethnographic+study+of+applying+service+journeys+to+asylum+applications_AJUSTADOFinal published version, 512 KBLicence: CC BY-NC

Citation for this output

Suoheimo, M., Dubovenko, T., Matthews, T., & Miettinen, S. (2023). Autoethnographic study of applying service journeys to asylum applications. In C. Cipolla, C. Mont’Alvão, L. Farias, & M. Quaresma (Eds.), ServDes.2023 Entanglements & Flows Conference: Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil (pp. 1-20). Linköping university electronic press. https://doi.org/10.3384/ecp203079

Suoheimo, Mari ; Dubovenko, Tetiana ; Matthews, Ted et al. / Autoethnographic study of applying service journeys to asylum applications. ServDes.2023 Entanglements & Flows Conference: Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil . editor / Carla Cipolla ; Claudia Mont’Alvão ; Larissa Farias ; Manuela Quaresma. Linköping : Linköping university electronic press, 2023. pp. 1-20 (Linköping Electronic Conference Proceedings; No. 203).

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Suoheimo, M, Dubovenko, T, Matthews, T & Miettinen, S 2023, Autoethnographic study of applying service journeys to asylum applications. in C Cipolla, C Mont’Alvão, L Farias & M Quaresma (eds), ServDes.2023 Entanglements & Flows Conference: Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil . Linköping university electronic press, Linköping, Linköping Electronic Conference Proceedings, no. 203, pp. 1-20, Service Design and Service Innovation Conference , Rio de Janeiro, Brazil, 11.07.2023. https://doi.org/10.3384/ecp203079

Autoethnographic study of applying service journeys to asylum applications. / Suoheimo, Mari; Dubovenko, Tetiana; Matthews, Ted et al.
ServDes.2023 Entanglements & Flows Conference: Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil . ed. / Carla Cipolla; Claudia Mont’Alvão; Larissa Farias; Manuela Quaresma. Linköping: Linköping university electronic press, 2023. p. 1-20 (Linköping Electronic Conference Proceedings; No. 203).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

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Suoheimo M, Dubovenko T, Matthews T, Miettinen S. Autoethnographic study of applying service journeys to asylum applications. In Cipolla C, Mont’Alvão C, Farias L, Quaresma M, editors, ServDes.2023 Entanglements & Flows Conference: Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil . Linköping: Linköping university electronic press. 2023. p. 1-20. (Linköping Electronic Conference Proceedings; No. 203). doi: 10.3384/ecp203079

Autoethnographic study of applying service journeys to asylum applications

Abstract

Publication series

Conference

Keywords

Field of science

Access to research output

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Citation for this output