Service Design: Methods Sampler

Methods Sampler
CONVERGE: Canadian Service Design Conference
Dec. 8, 2017
Service Design

> The Future, Backwards
> Frame Creation and Exploration
> Bodystorming

The OpenRoad team is comprised
of designers, strategists, analysts,
developers, and project managers.

1 > The Future, Backwards
Origins
The Cognitive Edge method is ©2012 Cognitive
Edge (USA) Inc., used under a Creative Commons
Attribution - Noncommercial - Noderivs license:
http://creativecommons.org/licenses/by-nc-nd/3.0/

About the method
An alternative to traditional strategic planning
exercise that helps widen the range of
perspectives a group of people can take on
understanding their past and the possibilities
of their future.

Benefits
> Illuminates hopes and fears within the organization
> Understand which ingrained patterns of past perceptions
are influencing an organization’s future and break out of
those patterns
> Bring diverse perspectives to a problem space and
highlight similarities and differences of the past(s) and
future(s)

The method in action
The Future, Backwards

How it works
Describe the current state of affairs.
current

How it works
Define events in the past that shaped
to the current state.
past events
current

How it works
Describe the conditions and experiences of an
impossibly GOOD, best case future state.
past events
best case future
current

How it works
Describe the conditions and experiences of an
impossibly BAD, worst case future state.
past events
best case future
worst case future
current

How it works
Split into 2 groups.
One group will work from the best case future and
the other will work on the worst case.

How it works
Define past events that lead to
the best/ worst case future state.
current
past events
best case future
worst case future
path to best case future
path to worst case future

Sharing the output
Different approaches:
> Have a spokesperson explain their output as others rotate
around to see what other groups have put together.
> Groups take turns presenting output while others listen.

Sharing the output
Various perspectives between groups
become apparent.
Acknowledging differences in perspective aids in the process
of organizational conflict identification and resolution.

Reflection
Did any surprising ideas or issues arise in your group?
What recent project might have benefited from this activity?
When do you feel this activity might be beneficial in a project?

2 > Frame Creation & Exploration

2 > Frame creation & exploration
Inspired by Kees Dorst

“A problem can never
be solved from the
context in which
it arose.”

Obstacles to Problem Solving - Mental Set
The tendency to approach situations in a certain
way because that method worked.
Source: http://bpc.h-cdn.co/assets/16/36/640x640/square-1473283500-shark-rocket-duo-vacuum.jpg

Frame creation & exploration
What is it?
> It is less about the generation of “solutions” and more
about the ability to come up with new “approaches” that
can be applied to the problem situation itself.
Benefits
> Reframing the problem situation opens up new possibilities
for addressing the problem situation.
> Allows us to break away from ingrained patterns of thinking.

“ Today’s problems are so complex, dynamic, and networked that
they seem impervious to solution. The trusted routines just don’t
work anymore. These new types of problems require a completely
different response. ”
Kees Dorst
Frame creation
The metaphor of a lens allows us to
see a problem situation in new and
revealing ways.

How to reframe a problem situation
If the problem situation of
_______
is approached as if it is a problem of
_________,
then the situation should be _________

Example Frame 1
bus operators worried about hitting pedestrians
_________,
then the situation should be approached as if it is a matter of_______
Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/

Example Frame 1
designing a community gathering place
then the situation should be approached as if it is a matter of_______
Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/

Example Frame 2
_________,
then the situation should be approached as if it is a matter of ...
Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg

Example Frame 2
businesses/services in the right location.
then the situation should be approached as if it is a matter of ...
Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg

Alternate Frames

Let’s try it out

Themes:
The themes were identified based on a qualitative review ( by the ORC team)
of the Stanford report findings and illustrate some of the recurring ideas,
issues, topics that were uncovered. Themes are derived by looking at the
patterns in the findings, grouping into categories, and labeling - what is the
meaning behind this group of findings.
Capabilities
Information overload
Balance
Confirmation Bias
Inclusivity
Pro social behaviour (or not)
Truth
Transparency
Diversity
Freedom of expression
Efficiency
Impartiality
Regulation
Human nature
Fairness
Lack of time
Activity: Generating frames

Step 1: Pick a theme - Pick one theme and write it down.
Step 2: Identify possible frames to explore - Contemplate some associated metaphors/analogies. Ask
yourself, is there another context or situation that possess/exemplifies the attributes of the theme? These are
the “frames” you will use to re examine the problem situation.
Step 3: Try out the frame (s) - Insert one frame into the problem statement.
If the problem situation of teens being able to distinguish between fake news and real news is
approached as if it is a problem of then the situation should be...
Step 4: Frame Attributes
Identify the attributes that you associate
with this frame. List below.
Step 5: Opportunities (to address the problem of teens
have a hard time distinguishing between fake news and real
news)
Looking at each frame attribute ask, what are similar
elements (people, processes, places. props, etc.) of this
attribute in the problem situation? What opportunities can
you think of.
For example - Frame attribute: A dietitian to help you
manage your diet. Problem situation opportunity: Media
literacy coach for teens.

Step 1: Theme: Balance
Step 2: Frame: Eating a balanced diet
Step 3: If the problem situation of teens being able to distinguish between fake news and real
news is approached as if it is a problem of eating a balanced diet <frame> then the situation
should be...
Step 4: Frame Attributes Step 5: Opportunities
Variety Reinforce the need to refer to more than one
information source.
Limit the bad stuff Cut down on the amount of time spent looking at
TMZ, The Onion, etc.
Be wary of diet trends Be wary of reflexive retweeting. Pause and ask, is
what you are sending “accurate”?

2 > This is a Green Section
What is a useful frame?
> Makes sense to all the stakeholders
> Helps them envision a new approach to the problem

Reflection
> Did any surprising ideas or issues arise in
your group?
> What recent project might have benefited
from this activity?
> When do you feel this activity might be
beneficial in a project?

About the method
A collaborative brainstorming activity using role-
playing, improvisation, and movement to explore
new interactions and evaluate ideas pertaining to a
user’s service experience.
3 > Bodystorming

Benefits
> Engaging in physical expression activates different parts
of your brain.
> It’s very human, full of behaviour, emotion, and drama.
> Evaluate as you go.
> Promotes team bonding.
3 > Bodystorming

When to use it?
Understand Problem discovery and exploration sharing
observations from the field.
Generate Exploring people, places, things, processes, etc.
to develop new ideas.
Evaluate Trying out solutions to discover hidden nuances
Communicate developed ideas.
3 > Bodystorming

How it works
> Commit!
> You’re there to support each other.
> Don’t worry about being: creative, funny, or smart.
3 > Bodystorming

How it works
Step 1: Gather your team and warm up to put your
minds into an improvisational mindset.
Warm ups
> Clapping exercise
> “I’m a tree!” warm-up
> “Yes, and…” exercise
> Pilates warm-up exercises, dance movements, improvisational
theatre exercises, and some informal playground games.
3 > Bodystorming

How it works
Step 2: Negotiate your roles.
Everyone should have a role. That role doesn't need to be a
person (one of you can play the part of a news site, or of
Facebook).
Everyone should take one of the roles listed on post-its at
your table.
3 > Bodystorming

How it works
Step 3: Act out your scenario.
Social media shows a warning when users try to share a story flagged
(by other users or an algorithm) as "fake".
TEEN is at home and sees a news article about drones and video
games on their social media feed. They share the articles with their
friends, but before posting, the system puts up a warning that the
article might be “fake”.
Please continue the story...
3 > Bodystorming

How
Step 4: Review and discuss as a team.
Look for opportunities or challenges that you did not expect.
3 > Bodystorming

3 > Bodystorming
Reflection
Did any surprising ideas or issues arise in your group?
What recent project might have benefited from this activity?
When do you feel this activity might be beneficial in a project?

Thank you!
Come get a set of method cards to take away!

Gordon Ross
Vice President
gordon@openraod.ca
Jacqueline Antalik
Director of User Experience
jacqueline@openroad.ca
Deborah MacKenzie
Senior UX Designer
debroah@openroad.ca
Winnie Ho
Senior UX designer
winnie@openroad.ca
OpenRoad
210-12 Water Street,
Vancouver, BC V6B 1A5
@openroadies /openroad-communications @openroadies

Service Design: Methods Sampler

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (7)

Similaire à Service Design: Methods Sampler

Similaire à Service Design: Methods Sampler (20)

Dernier

Dernier (20)

Service Design: Methods Sampler