7. Empathi
ze
Define Ideate
Prototyp
e
Test
The d.School Design Thinking process
Understand
the user,
his/her
context
The problem
you want to
solve - the
“brief”
Divergent
thinking.
Creative ways
to solve the
problem
Build to
learn.
The goal is not
to have a
“finished”
product
Collect
inputs from
target
users.
Iterate.
Source: D School Stanford (dschool.stanford.edu)
16. Before ideation
• Generate “How might we…”
questions
• Begin with the problem statement
you’ve defined
• Go back to you insights from
customers
17. Guidelines for
ideation
• Use the “How might we…” questions
• Brainstorm. Go for quantity. Don’t
evaluate
• Select with intention. Don’t settle for
safe choices
19. What is
prototyping?
• Get ideas out of your head onto
the physical world
• Make sure you are building the
right “it” before building it right
• Resolution of prototype
20. Why prototype?
• To gain empathy
• Exploration
• To learn
• Solve disagreements
• Start a conversation
22. Guidelines for Testing
Let your user experience the
prototype. Show don’t tell
Source: D School Stanford (dschool.stanford.edu)
Actively observe. Watch how they
use (and misuse!) what you have
given them
Have them talk through their
experience. Ask “Tell me what
you are thinking as you are doing
this.”
Follow up with questions. This is
important; often this is the most
valuable part of testing
24. Empathi
ze
Define Ideate
Prototyp
e
Test
The d.School Design Thinking process
Understand
the user,
his/her
context
The problem
you want to
solve - the
“brief”
Divergent
thinking.
Creative ways
to solve the
problem
Build to
learn.
The goal is not
to have a
“finished”
product
Collect
inputs from
target
users.
Iterate.
Source: D School Stanford (dschool.stanford.edu)
Vocabulary of Design Thinking
Design thinking can be applied to any kind of problem solving
My goal today is to give you an introduction, and point you in the right direction
gather information - purpose of site, audience, goals, content
plan - sitemap, hierarchy, navigation
design
development
test
maintenance
Design thinking is outside in. Instead of asking what are our core competencies, ask, what do our customers want? What problems do they face?
Design thinking is a divergent process - allows us to think more creatively. Instead of making the best choice amongst existing alternatives, we think of new alternatives, new ways of solving the problem
Start with the user problem
Often, we think we know what the problem is and come up with solutions - don’t assume - build empathy and understanding first
understand the user, the need and get the insight - essential before you agree on a problem statement
give examples - Swiffer, customer surveys+interviews, usertesting.com
Seek understanding - Look at data, competition, analytics, support tickets
Beginner mIndset - don’t judge, question everything (keep asking why), find patterns between users, be truly curious, listen
What, How, Why - start with concrete observations (what is the user doing), move to how (is the user struggling,rushed, confused?”), then Why - why is the person doing what they are doing, in the way they are doing it?
Reframe the problem based on empathy and user insight
Reframe the problem based on empathy and user insight
what is your specific vision, Not solution
Base this on the understanding and insight you have gathered
What assumption are you going to disrupt on your way to a successful solution?
Category of Home cleaning products had stagnated.
Ethnography told us clean floors were important - a reflection of ourselves
Cleaning floors was messy
Problem statement changed from making better detergents, to re-inventing the way people cleaned floors
Instead of just pushing dirt around, Swiffer uses static electricity to attract dust and dirt
A successful application of the razor-and-blade business model
You ideate in order to transition from identifying problems into exploring solutions for your users. Various forms of ideation are leveraged to:
step beyond the obvious solutions
harness the collective perspectives of your teams
aim for volume and variety in your ideas
get the obvious solutions out of your head, and drive beyond them
Before you start brainstorming, start by reframing the problem statement
Use “How might we…”
Now take a look at your How Might We question and ask yourself if it allows for a variety of solutions. If it doesn’t, broaden it. Your How Might We should generate a number of possible answers and will become a launchpad for your Brainstorms.
avoid using very vague/broad problem statements
In the selection process, don’t narrow too fast.
Don’t immediately worry about feasibility.
Hang on to the ideas about which the group is excited, amused, or intrigued.
An idea that is not plausible may still have an aspect within it that is very useful and meaningful.
fail early fail often
cost of failure vs. time
Rough and rapid in early stages
Evolving to higher fidelity prototypes as you progress
* Empathy gaining: Prototyping is a tool to deepen your understanding of the design space and your user, even at a pre-solution phase of your project.
* Exploration: Build to think. Develop multiple solution options.
* Learn. If a picture is worth a thousand words, a prototype is worth a thousand pictures.
* Solve disagreements. Prototyping is a powerful tool that can eliminate ambiguity, assist in ideation, and reduce miscommunication.
* Start a conversation. A prototype can be a great way to have a different kind of conversation with users.
* Inspiration: Inspire others (teammates, clients, customers, investors) by showing your vision.
Many of the goals of prototyping are shared across all four of the above categories.
Fail quickly and cheaply. Creating quick and dirty prototypes allows you to test a number of ideas without investing a lot of time and money up front.
Manage the solution-building process. Identifying a variable to explore encourages you to break a large problem down into smaller, testable chunks.
Show, don’t tell
1. Put your prototype in the user’s hands (or your user in the prototype) and give just the minimum context so they understand what to do.
2.
3.Actively observe. Watch how they use (and misuse!) what you have given them. Don’t immediately “correct”what your user tester is doing.
4. Follow up with questions. This is important; often this is the most valuable part of testing. “Show me why this would [not] work for you.” “Can you tell me more about how this made you feel?” “Why?”Answer questions with questions (i.e “well, what do you think that button does?”).
There are multiple aspects to be aware of when you test with users.
One is your prototype,
two is the context and scenario in which you are testing,
three is how you interact with the user during testing
four is how you observe and capture and consider the feedback.
In regard to the first two aspects, you need to test a prototype in a context that give you the best chance for
meaningful feedback; think about how the prototype and the testing scenario interact. If the prototype is a
scenario, think about how to find the proper people (i.e. users relevant to your point-of-view) and get them in the
right mindset so that you get genuine feedback
Beauty of Design thinking - can be used to solve any problem
Action over too much analysis
Divergent - create new alternatives
Iterate between prototype and test -> you first version might not work
Introduce yourself
-
* Empathy gaining: Prototyping is a tool to deepen your understanding of the design space and your user, even at a pre-solution phase of your project.
* Exploration: Build to think. Develop multiple solution options.
* Learn. If a picture is worth a thousand words, a prototype is worth a thousand pictures.
* Solve disagreements. Prototyping is a powerful tool that can eliminate ambiguity, assist in ideation, and reduce miscommunication.
* Start a conversation. A prototype can be a great way to have a different kind of conversation with users.
* Inspiration: Inspire others (teammates, clients, customers, investors) by showing your vision.
Many of the goals of prototyping are shared across all four of the above categories.
Fail quickly and cheaply. Creating quick and dirty prototypes allows you to test a number of ideas without investing a lot of time and money up front.
Manage the solution-building process. Identifying a variable to explore encourages you to break a large problem down into smaller, testable chunks.