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Service Design (MA)

Tanushka Karad

With a background in communication design, I have always been deemed a “maker”. Prior to joining the Royal College of Art, I pursued my passion for Arts & Culture, by taking up graphic design and illustration projects on the subject, that received multiple press features. My time at an innovation-led FMCG company was a catalyst in helping me understand the intrinsic value of design to business. As a designer, I wish to seize this opportunity and contribute towards transforming the role of design in corporates from just a function to part of the organisational culture. I now situate my design practice at the intersection of narratives, experiences, business and strategy in both the physical and digital realms. 


During my time at the RCA, I worked with clients such as the Camden Council, Boston Consulting Group, and the design-for-good studio, Fuzzy. I worked on a range of exciting projects ranging from fostering parent-to-parent collaboration, to more radical projects speculating the future of work and workplace wellbeing. I also worked at the Intelligent Mobility Design Studio in partnership with UK Regeneration, to develop a toolkit for residents to collectively envision their future towns.


I strive to balance the strategic thinking abilities of a service designer with my strengths of communicating across materials, spaces and experiences. I take on an experimental and exploratory approach to problem solving, to help communities thrive, businesses to flourish and the planet to survive.

Tanushka Karad

My approach to design is fairly simple- “To design with purpose”. However, I felt like my career as a communication designer had its limitations as I wasn’t able to create the impact I wanted to create through my work. Service Design has enabled me to innovate collaboratively, challenge my own practice, and create quantifiable impact that stakeholders see value in. It has encouraged me to move away from a practice characterised by breadth, to a practice focused on depth.


People. Spaces. Culture. These, I feel, are the building blocks of any experience. In an increasingly digital world where so much effort is being devoted to enhancing digital interactions, I wish to look at ways to enhance human-to-human interactions as well. In this sense, I am interested in placemaking and designing for community cohesion & resilience. Within organisations, I wish to apply the same principles to foster collaboration and an innovation-led culture.


I have always been passionate about places, its people, and its narratives. For my final project, I worked with a space designer to design an innovative approach for residents to reconnect with their heritage and provide a space to start a conversation. We envisioned “The Lost Stories Collective”, a place-based experiential journey that can be openly adopted in their neighbourhood by any community facing challenges of shifting place identity.

The Lost Stories Collective: How the service works

What does it mean for our heritage and culture when we don’t see museums as open spaces - but rather as tourist attractions for solitary learning? The world, as I see it, is facing challenges such as development and migration which contributes to shifting place identities, consequently covering up their heritage and history.


In this project, we took on a ‘thinking-by-doing’ approach to enable communities-of-place to be at the forefront of narrating their histories. Focusing on oral histories of residents, The Lost Stories Collective supports residents in collecting, curating and displaying the generational stories that make up their home, through physical and digital touch-points. Through this project, we sought to create impact in three ways:

  • Moving away from authoritative one-way knowledge flows (like we see in the case of museums) to a participatory, conversational approach.
  • Focusing on bringing out diverse viewpoints, as opposed to repeating narratives.
  • Using local history to build pride, empathy and community cohesion.


We completed the project with the support of The Gunnersbury Park Museum and Free the Museum to test our proposition with the Southall community. You can watch our introductory video here.


Conflicts between 'where we are' and 'where we ought to be'
Conflicts between 'where we are' and 'where we ought to be' — We summarised our insights as conflicts in terms of knowledge flows. representation of history and the community.
Community engagement & experiments
Community engagement & experiments

THE WAY WE CONSUME CULTURE:

We interacted with people within the cultural sector such as museum practitioners, experts, consultancies, and professional storytellers to unpack the challenges of the sector. We were able to understand how we consume culture and the way it is designed for us. It increasingly became evident that museums, which are the primary storehouses of heritage & culture, were not seen as open spaces. They were seen as tourist attractions for solitary learning. 

But are museums addressing this challenge? Museums tend to ignore their local communities, focusing more on delivering an experience tailored for visitors. By using linear, internalised, output-oriented process like logic models, the voice of local communities often lie on the periphery. 

In response to this one-way flow of knowledge, we envisioned an approach where communities could participate in sharing knowledge. Our goal thus became to provide a space for conversation and active learning.


MOVING TO A COMMUNITY-FIRST APPROACH:

While working with the Gunnersbury Park Museum, we identified the Southall community as a group of really diverse people with an under-represented history. We decided to work with them as a space to research and test our propositions with. We took on an experimental approach through guerrilla research mechanisms and probes to get to the bottom of:

  1. Relationships with local history and local museums
  2. Level of awareness
  3. Perceptions of their home

Historically, the community had been treated as mere subjects while addressing their local history. They wanted to be equal participants to avoid the common misrepresentation and repetition of narratives. Our experiments also enabled us to challenge our hypothesis of a uniform sense of pride in the district. We saw that there existed a divide between generational and new residents owing to pride, empathy, and place attachment being in a state of flux. We hence decided to give the community ownership over local histories and use it to rebuild cohesion. 

The Lost Stories Collective is a community-led and community-curated experiential journey
The Lost Stories Collective is a community-led and community-curated experiential journey

CO-PRODUCE, CO-CURATE & CO-OWN:

We envisioned The Lost Stories Collective as a place-based experiential journey that can be openly adopted in their neighbourhood by any community facing similar challenges of shifting place identity. We support residents to collect, curate and display oral histories of their communities as quarterly exhibitions featuring both physical and digital interactions. We involve residents in both frontstage and backstage functions across three realms:

  1. Co-production: We designed and prototyped various story collection tools to get people thinking about their personal histories and narrate them in their own voice. The platform also offers AR experiences using crowd-sourced images to show residents how their home has evolved. 
  2. Co-curation: A core aspect of embedding a community voice is involving them in curating the exhibitions every quarter.
  3. Co-ownership: The Living Library ensures that ours is not a one-sided perspective. By providing a platform to kickstart discussions around local history, we address the diverse voices in the community.
We proposed to work in 3 month cycles of both frontstage and backstage functions
We proposed to work in 3 month cycles of both frontstage and backstage functions
Watch our interaction with the Southall community and how we brought our project to life

ENSURING SUSTAINABILITY:

The uniqueness of our vision for The Lost Stories Collective is in its focus on continuous engagement. It provides a space to start conversations around local history to provide a holistic view. Unlike other oral history projects, it emphasises on ‘dissemination’ rather than ‘archiving’ history. It provides open access to be implemented in any community that wishes to adopt the project. It offers training and materials to local organisations and individuals who wish to adopt the project in collection, curation, display, and archiving histories. This promotes independence in the way each Chapter of The Lost Stories Collective functions. Finally, to make the service viable, it works in three month cycles, to support residents in curating quarterly exhibitions that eventually function independently, almost becoming community-powered museums.


BRINGING OUR STORIES TO LIFE:

We piloted the project with the Southall community to test various features of the service. We prototyped our story collection methods through online workshops as well as pop-ups in the neighbourhood. Through in-depth interactions with residents, we were able to test our story collection tools such as sensory boards, life maps, reflection dice and prompt cards. We formed a co-curation team consisting of residents and members from a local organisation called Let’s Go Southall to curate the 22 collected stories into a trail of 6 stories. At a 2 day exhibition in Southall, we tested the pole signages, AR experiences and had one of the narrators at a social hub, as part of the Living Library. You can watch a video of our pilot with Southall and see what they had to say above.