Pattern Concierge: Using Push and Pull Patterns to Help
Clients Design Their Future
Haruka Mori, Faculty of Policy Management, Keio University
Norihiko Kimura, Faculty of Policy Management, Keio University
Shuichiro Ando, Faculty of Policy Management, Keio University
Takashi Iba, Faculty of Policy Management, Keio University

In this paper, we propose the concept of “Pattern Concierge” which proposes appropriate patterns to people who need them, anddesigns their actions to realize better future through dialogues. Pattern languages have usually been shared as reading materials,
such as books and papers; therefore, people who read patterns need to choose appropriate patterns on their own: which we call a“pull type”. However, as Christopher Alexander says, in some cases, it is difficult for them to find out their desired patterns and design
their actions with patterns by themselves. In this context, we propose Pattern Concierge: through a dialogue with people who want tosolve their current problems, he defines their problems, shares appropriate patterns, and designs their actions together: we call this a“push type”. We, Iba Laboratory, have demonstrated this as a workshop in Keio University SFC’s Open Research Forum 2015. We
present an example of the dialogue between a pattern concierge and a visitor, and also explain three practices for the patternconcierge workshop to succeed: 1.training in the dialogue workshop, 2.pattern wall, and 3.pattern cards. Then, we present somefeedback from visitors of the workshop, and reflections on playing a role of pattern concierge from our laboratory members.
Categories and Subject Descriptors:
General Terms:
Additional Key Words and Phrases: Pattern Language, Dialogue
ACM Reference Format:
Mori, H., Kimura, N., Ando, S., and Iba, T. 2016. Pattern Concierge: Using Push and Pull Patterns to Help Clients Design Their Future.
ACM PLoP’16, 11 pages.

1. INTRODUCTION
How would people who read pattern languages design their ideal future with patterns? Christopher
Alexander, in his first pattern language A Pattern Language: Towns, Buildings, Construction, explains indetail how readers choose the appropriate patterns and use them in their own projects (Alexander et al.,1977). On the other hand, in another book, he indicates the difficulty for the residents to design houses
with patterns only by themselves; accordingly, he proposed a new function called the Architect Builder(Alexander et al., 1985). This function plays a role to tell, direct and make the residents understand thepattern language about houses, and create an entire design process in which the residents are allowed,
and even encouraged, to play their natural role in helping to lay out their houses and helping to create theirown community (Alexander et al., 1985).
We, Iba Laboratory have created in the paste ten ears (Iba, 2015) over 1000 patterns on human actions,which we call the Pattern Language 3.0. Moreover, we have had research on the method for their practicaluse, such as dialogue and web system (Isaku et al., 2013; Iba, 2014; Iba et al., 2014). However, there has
been little discussion about how readers get to know pattern languages, choose the desired patterns, anddesign their actions with the patterns, as Alexander pointed out. In this paper, we first provide an overview
of the conventional uses of pattern languages, and how readers get to know patterns and put them into
their projects. Then, we propose the concept of “Pattern Concierge” as a way to support the readers todesign their actions that make them realize their ideal future.
2. PATTERN LANGUAGES AND WAYS OF GETTING TO THEM
Pattern Languages have generally been presented as reading materials for the readers to absorb experts’knowledge. Most of the patterns have been shared in the form of books, papers and websites. In the
Author's address: H. Mori, Endo, Fujisawa-Shi Kanagawa 252-0882, Japan email: s14856hm@sfc.keio.ac.jp; N. Kimura, Endo,
Fujisawa-Shi Kanagawa 252-0882, Japan email: s13300nk@sfc.keio.ac.jp; S. Ando, Endo, Fujisawa-Shi Kanagawa 252-0882, Japanemail: s15045sa@sfc.keio.ac.jp; T. Iba, Endo, Fujisawa-Shi Kanagawa 252-0882, Japan email: iba@sfc.keio.ac.jp

software community, the conferences of pattern language (PLoP and other PLoPs held all over the world),
have taken place over the past twenty years, where patterns have been shared as academic papers.
Patterns have also been shared through the Web, such as Ward Cunningham’s Portland Pattern
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Repository , which contains his software design patterns in the first ever wiki. In these ways of presenting
patterns, people need to read and search for the necessary patterns by themselves.
We, Iba Laboratory, have proposed some more ways to share the patterns, and have gotten
achievements out of it.
‘Feeling of Life’ System is a web system that uses pattern languages, and is where users express their
daily aliveness with patterns through sharing photos and stories (Iba et al., 2014). In this system, the users
must search for the suitable patterns to express their experiences by themselves.
Patterns also have been shared as the media of a dialogue. In a dialogue workshop, the participants go
and ask others for the episodes of the patterns they want to practice. By doing this, the participants get aclearer understanding of putting those patterns into actions (Iba, 2014). This method also makes people
search for needed patterns.
All of the methods written above have the same characteristic, which is the fact that people who needpattern languages have to take the initiative to go and choose the necessary patterns. We call this a “pulltype”. However in some cases, it is difficult for them to overview their current situation by themselves, andfind out which patterns they need to solve the problem; in this situation they would not know what theactual problem is, because the situation requires meta-recognition, which is not always a simple task.
So, what is a better way to solve the problem using patterns? As Alexander proposed a role to design
with the residents using pattern language in architectural field, a role to show patterns of human action anddesign them together is needed. Therefore, our answer is to make a new function to identify the problem tomake it easier for them to design the actions using the patterns to solve the problem. This is what we call,“Pattern Concierge”.
3. PATTERN CONCIERGE
Pattern Concierge is a new role that proposes appropriate patterns to people who need them, and designs
their actions that realize better future together by pulling out what they really need through dialogues.
Pattern Concierge knows a number of pattern languages and their patterns. The concierge is not specificin a certain field, but knows multiple pattern languages to solve the client’s problem essentially by having
the dialogue from multiple perspectives. Thus, the proposed patterns can be from the different patternlanguages if they are suitable for the client’s context, because the variety of pattern languages means amore comprehensive approach to the problem.
The concierge pushes the loose patterns and the client pulls the desired patterns from the concierge todiscuss the better future. When pushing the patterns, the concierge proposes the loose relation patterns,
not the structured whole language. If he pushes the language itself, it would be too complex for the client to
use the pattern language by himself, because it still requires some efforts to reach the best patterns tosolve his problem. Thus, it is essential to select the few patterns in loose relation through the dialogue,
pulling out the client’s thoughts.
There are three steps that the concierge can do to suggest appropriate patterns through a dialogue.
Step 1. In the first place, the concierge helps the clients to clarify their situation. The situation may include
what problem they are facing, or what they can do to achieve the best result they could have. This step
allows finding the suitable pattern according to their context. In this point, the concierge can figure out
the client’s conflict because they have pattern-thinking, the way to think by defining the problem, force
and the consequence. The concierge matches the client’s situation into the number of problems andforces written in the patterns in the head.
Step 2. In the second place, the concierge suggests the patterns to make their situation better. The
patterns that the concierge suggests could be more than one, so that clients would combine them into
actions. The concierge goes these two steps back and forth to find the client’s desired patterns.
Step 3. In the third place, the concierge discusses and designs with clients how they would put thesuggested patterns into actions. With only a means of a reading material, it is difficult for them toactually move their thoughts into actions due to the patterns' abstraction level.

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Because the pattern language takes participatory and bottom-up approach, the dialogue should
encourage the clients to think proactively and design their actions together, rather than suggesting with
top-down proposal. To achieve this, the pattern concierge needs to build such relationship. However, at the
beginning, every helping relationship is imbalanced; the client is one down and the helper is one up(Schein, 2009); therefore, pattern concierge is required to deal with this problem.
Thus, the three steps for the dialogue are based on the process consultation (Schein, 1969). Edgar
Schein recommends to start the communication process from the process consultation to realize thebalanced helping relation in between the helper and the client; the process consultation assume that clientsdiagnose and remedy their own problems proactively, and the helper engages in process-oriented
communication to understand their context and to fill the gap in between the helping relationship; forexample, “Are my questions helping you?” or “Are we getting anywhere?” and the helper proceeds the
dialogue to build the better helping relationship.
In the same manner, pattern concierge inquires and understands the clients’ situation (context, problem,and forces) in the beginning (Step 1), suggests patterns which he thinks are suitable and engage inprocess-oriented dialogue to check if those patterns fit into their situations or not (Step 2). Then, the two ofthem discuss and design actions together (Step 3). In this way, pattern concierge builds better helping
relationship through the dialogue.
This approach urges the reader to put the desired pattern into actions. Unlike the patterns as readingmaterials, this method makes the reader first define the problem, search for the patterns for it, and design
the future actions to achieve it.
4. PATTERN CONCIERGE WORKSHOP
We introduce an example of the practice of the Pattern Concierge. We held the Pattern Concierge
Workshop in Keio University Shonan Fujisawa Campus (SFC) Open Research Forum 2015 (ORF) on
November 20th to 21st, 2015 (Iba Laboratory, 2015) (Fig. 1). ORF is a public event where the laboratories
from SFC exhibit and demonstrate their achievements of the research. Iba laboratory was one of the 79
laboratories to have a booth and hold a workshop there.
In this workshop, we used 19 pattern languages (531 patterns) shown in Table 1 that we have made in
the past.

Fig. 1. Pattern Concierge Workshop

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Table. 1. List of Used Pattern Languages

4.1 Dialogue of Pattern Concierge
In this workshop, 29 members of Iba Laboratory participated as the Pattern Concierge. In the booth stayed
4-7 concierges, and had dialogues with the visitors. Here we present an example of the dialogue between
a concierge and a visitor that took place in the workshop. (PC＝Pattern Concierge，V=Visitor)
The dialogue starts when the visitor visits the booth and the concierge asks the current situation to
him/her.
PC: Do you have any thoughts of how you want to be in the future, or have any problems that hinder
your ideal future?
V: I have a problem in my current situation. That is, a person advises me and I know that advice is an
important thing, but I can’t carry it out. For example, my senior tells me to quit my part-time job andconcentrate on my research if I’m finding difficulties in managing both my job and the research.
PC: Are you convinced of the advice?
V: Yes, I am. However, I can’t quit the part-time job immediately, because I have to find someone to
replace me in the job.
Through a dialogue, the concierge clarifies what the visitor is aiming for, or what problem he/she isfacing. There are pattern catalogues and pattern cards in the workshop booth, which help the concierge tofind the desired patterns (Figure. 2).
PC: Then, the problem is that you know that you should obey the advice but you can’t change thesituation instantly, rather than you are not concentrating on one?
V: Yes. I want my senior to understand my situation a bit more. When I imagine quitting my part-timejob, I would need someone to replace me and teach him/her about the job, and then I would bepressed for my living expenses. To be honest, I don’t want to be a kind of person who quits orrefuses work. However, I am starting to think that I would need to quit either one of the two in the end.

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PC: I see. So the problem is that you know the advice says the right thing, but you can’t make thatbig decision immediately due to the situation, but it is stressing for you that your senior tells you thesame advice again and again, but you don’t want to refuse the work spontaneously.
V: That’s right! Talking to you made my problem clearer!
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PC: Then, I guess “Self-producer ” and “The Right Way ” is your desired pattern. Using thesepatterns, you can be a “Self-producer” to be your ideal self of how you want to be after half a year ora year, and confirm if the actions you are taking now are being “The Right Way” to achieve it.
If the visitor thinks the patterns are useful, the concierge helps him/her design their future actions
using the desired patterns through the dialogue.
V: How should I practice these patterns?
PC: For example, think of how you want to be after half a year. Then think, what you should put yourfirst priority on. How do you want to be after half a year? Set the milestone, and think of what you
should do to achieve it. That is what we call a “Self-producer”.
V: Okay, I want to obtain visible and international results on my researches, like publishing them, andpresenting papers in the international conferences. To do so, I want to put my priority on my research.
At the same time, I want to continue my part-time job to earn money and to get connected to thesociety.
P: Then, think if you can achieve the goal with your approach you are seeking now. If that approachis not appropriate, you will need to convert to a better approach. That is how you think of “The Right
Way”.
V: So… Now that I’m not able to focus my efforts on both two, I feel like I need to convert to a new
approach. Through this dialogue, I reconfirmed that I want to put my effort on my research, so I would
prioritize it!
The dialogue of a pattern concierge was performed as written above. After the dialogues end, theconcierges print out the patterns that they proposed into cards (which will be introduced in the next section),and give them to the visitors as gifts.

Fig. 2. Dialogue Between the Pattern Concierge and the Visitor

4.2 Three Practices for the Pattern Concierge Workshop to Succeed
Below are the three practices and operations we had in order to make this workshop a success.

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4.2.1 Training in the Dialogue Workshops
It did not necessarily mean that everyone who took part in making the pattern languages was in our current
laboratory, nor does it mean that we knew all 531 patterns to begin with. However, in order to actually run
this workshop, we figured that we needed to memorize all of them. This proved to be difficult if we only
read the pattern catalogues due to the sheer volume of the pattern languages.
Therefore, rather than challenging ourselves to memorize all 531 patterns, we decided to hold aworkshop to fully understand all the pattern languages so that the patterns naturally come up in a dialogue.
We aimed for the members to be able to recall the pattern in the dialogue, because we found it difficult tomemorize all the patterns. In order to accomplish this goal, we simulated Pattern Concierge dividing
ourselves into two groups: one who acts as the visitor with a problem, and one who provides consultation
with pattern languages as the Pattern Concierge. This way, not only were we able to understand thepatterns, we were also able to practice being a Pattern Concierge.

Fig. 3. Dialogue Workshop

4.2.2

Pattern WallAt the booth in ORF, we installed 5 plywood of 3.0mm, 3x6, 920mmx1830mm, and made a wall where weput all 531 patterns with their information such as pattern names, illustrations and solutions.
Having all the pattern languages on the wall helps the concierge to have a dialogue with the visitors’ eyeson them. Consequently, the visitors were able to see the pattern names, illustrations and solutions to better
understand each concept as the concierge explains them.

Fig. 4. Pattern Wall

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4.2.3 Pattern Cards
These are the cards that the concierge handed out during the dialogue. On them are the pattern names,
pattern illustrations and solutions. The purpose in handing these cards out was to allow the visitors to beable to look back at the patterns and use them as a guide even back home.
After the concierges held dialogues with the visitors, the concierges took notes of the patterns that they
proposed. They then passed the notes to the staff in charge of printing the pattern cards. In order to haveenough cards in case we needed to hand out more than one at a time, we kept a stock of at least 3 cards
at once. The pattern concierge then took the printed cards and handed them out to the visitors.

Fig. 5. Pattern Cards

5. THE FEEDBACK ON PATTERN CONCIERGE WORKSHOPThe Pattern Concierge Workshop was chosen for “the most impressive booth (multiple answers)” among
79 booths as the result of an official survey of ORF. We introduce the data and feedbacks we got from theworkshop.
5.1

Pattern Languages Used in the Dialogue

Out of 531 patterns, 249 patterns were used (679 including repeatedly used patterns) in the dialogues heldin the two days. Table 2 shows the number of used patterns of each language, and Figure 2 lines up themost used pattern languages in order. Table 3 presents the most used patterns out of all the patterns.
The visitors of this forum mostly include university students and office workers, and many consultations
were about daily lives and learning, collaborating in their works. Therefore, following patterns were mostly
used; Generative Beauty Patterns to enhance liveliness and beauty in life, Learning Patterns for creative
learning, Collaboration Patterns for creative collaborations and Personal Culture Patterns to act in one’s
own way.

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Table. 2. Sum of Patterns Used in Each Pattern Languages in the Two Days

Fig. 6. Sum of Patterns Used in Each Pattern Languages in the Two Days (includes overlapping, ascending order)

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Table. 3. Patterns Mostly Used in the Dialogues(PL=Pattern Language, GBP=Generative Beauty Patterns, LP=Learning Patterns, CCP=Collaboration Patterns,
PCP=Personal Culture Patterns, CLP=Creative Life Patterns, GLP=Global Life Patterns)

5.2 Feedbacks from Visitors
We got feedbacks on Pattern Concierge for the first time in the world from the visitors to the workshop (freedescriptive answer). We pick some from them and introduce below.
The sentiments below proved that the role of Pattern Concierge was successfully accomplished. We
were able to define the problem that the visitors were facing with the patterns, suggest the desired patterns
and design the actions together to practice the patterns.
l My current problem became clear through the dialogue with the concierge.
l I got new point of view that I have not ever thought.
l I recognized what patterns I need to think of the principle for my actions through this experience.
l I would practice the patterns taught from the concierge.
Moreover, many sentiments said that they understood the usefulness of pattern languages. Rather thandistributing pattern catalogues and explaining about pattern languages, it was more effectual to actually
use pattern languages in the dialogue to design the solution.
l Although I did not know how to use the pattern catalogue I got before, now that I could have a
dialogue with the concierge, it naturally came in to my head just like a word. It taught me that I could
use patterns in daily communications.
l Each proposed patterns became my hints for the problem solution.
l I got interested in pattern languages through the dialogue with the concierge. I want to apply patternlanguage into my research field.
On the other hand, there were sentiments that mentioned the difficulty to have a thorough knowledge ofpattern languages and be like a concierge.
l I felt the difficulty to use the patterns efficiently, because normal people do not remember that muchpatterns.

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l It should be difficult to memorize all the patterns unless you are in an environment to use patterns
on a daily basis like Iba Laboratory.
These sentiments prove that the pattern concierge has accomplished its aim. To conquer the lastsentiments, the method to be a pattern concierge can be made by coming in touch with pattern languages
through the dialogue workshops as shown in the next section.
5.3 Reflections of Pattern Concierge
We did a survey to reflect on the practice of pattern concierge from 29 members of Iba Laboratory.
The interesting sentiments say that the visitor also tried to find the suitable pattern for themselves and todesign the actions together with the concierge during the dialogue, not only the concierge proposes thepattern. The viewpoints from the visitor seemed to be heuristic to the concierge as well.
l The moment I felt interesting is when I was finding the desired patterns for the visitor, he started tofind the patterns together with me.
l The visitor also found the patterns and actions to solve his problem from different viewpoint from me.
These made us think of more approach to achieve the goal.
Most sentiments said that pattern concierges themselves became confident of the effectiveness ofpattern languages, as to the sentiments got from the visitors; rather than distributing pattern catalogues
and explaining about pattern languages and their uses like Iba Laboratory had done in the last years, it
was more effectual to actually use the pattern languages in the dialogue to design the solutions together.
l I realized the value of patterns when I saw the visitors getting impressed after I proposed thepatterns.
l I had a strong conviction that the visitors got more curious about pattern languages. It was
impressive that they deeply expressed thanks and shook my hand.
l I got conviction for the function of pattern languages as media of dialogues and ideas.
l I felt that each visitor had better gift than when we had our pattern catalogues handed out, because
we succeeded to propose patterns that fit each of the visitors.
Many pointed out that the dialogue workshop was valid in order to master patterns, as the preparation forthe pattern concierge.
l The dialogue workshop worked to understand the patterns.
l Using patterns as words by ourselves advanced my understanding and use of the patterns.
l The dialogue workshop was effective as a process of grasping 500 patterns, not memorizing them.
As stated above, members who played the role as the pattern concierge actually felt the effectiveness asa function to design the actions of the visitors together with pattern languages.
6. CONCLUSION
In this paper, we proposed “Pattern Concierge”, a role to suggest the required patterns referring to theclients’ contexts. Behind this proposition, we have the hypothesis that these “push type” of proposals help
clients find more appropriate patterns to get their situation better. To prove this hypothesis is true, we, Iba
Lab members all have experienced being a Pattern Concierge in the ORF as written in Section 4, and have
got many impressive sentiments as written in Section 5.
Now that we, Iba Lab members achieved to be a Pattern Concierge, we would make a pattern language
to be a pattern concierge, which includes tips for a better dialogue to clarify clients’ situation. By
establishing this methodology, we propose that this could also be done in Pattern Languages 1.0 and 2.0
likewise what we have done in Pattern Language 3.0. A function like pattern concierge would suggest thebetter architectures/software design with patterns.

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ACKNOWLEDGEMENTS
We would like to appreciate the guidance and support from our shepherd, Jenny Quillien, in enhancing ourpaper. Our colleague, Masafumi Nagai is also a great supporter to stimulate the discussion. We
appreciate Dai Nippon Printing Co., Ltd. for renting us printers for our workshop. We would like to extend
our gratitude to the participants of our workshop, especially who answered our survey. We also thank ourlaboratory members who played the role of the world’s first pattern concierge and answered our survey.
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