社區工作中的社會設計實踐歷程：「厚熊咖啡館」的行動研究

Abstract

歐盟自2012年推動INNOSERV方案以來，明確揭示福利體系的創新需要回到「以使用者為中心」的工作方法。本文透過行動研究的方式，於行動方案中融入社會設計的方法，在場域中反思社區工作的創新方案，如何實踐「以使用者為中心」的工作方法。研究發現社區工作者必須與利害關係人凝聚共同的行動價值願景，並在此價值下聚焦與連結社區既有或潛在的資源，發展出能夠對應解決社區需求的服務方案。透過融入社會設計的社區工作方法，能夠讓社區工作者回到使用者為中心，並連結在地資源、發展在地服務，解決在地需求，形成社區的創新服務方案。本文透過行動研究的實踐與反思，提出社區運用社會設計方法，推動創新方案的可能途徑，提供我國未來社區工作推動之參照。The INNOSERV project was officially developed by European Union wide countries since 2012. The INNOSERV research policy emphasized the concepts of social innovation is a user-centered service design and approach for existing welfare systems. To identify the crucial activities and useful service design approach in community work practices, a participatory action research with social innovation (user-centered design) was adopted from a fieldwork in Puli. Our findings indicate that ＂triggering the value co-creation processes for main stakeholders＂, ＂introducing and integrating multi-disciplinary talents and limited resources＂, and ＂finding appropriate solutions through participatory and user-centered designs with social innovation＂ were major continuous progression in social service design. The Homie Care model may provide a useful experience for future research on social innovative practices and offer some specific recommendations for policies for long-term care.