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Käyttäjät organisaation
innovaatiotoiminnan voimavarana




LAUREA (YAMK) 12.02.2011
Mariana Salgado & you
Day program
9:00
   + program of the study unit
   + general overview of the topic
   +

   + instructions for the next task

Forming groups and choosing one task.
Group work.

11:00- 12.00 Lunch

12.00
    choosing material for next day presentations

Group work
15hs
Presentation of group work
Program for study unit
Second day:

 + your presentations of the articles or book chapters

 +presentation of the task for next time
       (reading and analyzing the ISO)

 +group work (focusing on adding or contrasting the
 information gained from the students presentation and the ISO
 into their work)

Third day

 + your presentations of their projects

 + feedback for improving the course

 + discussion
Final essay



 One essay per group. Three persons in each group.

+ documenting your process
+ answering the following questions
                             What is the company?
       Describe the actual situation regarding UCD implementation
                 What is the strategy for implementing UCD?
                              How it was develop?
  What characteristics of the company, the stakeholders involved and context
                    did you take into consideration? Why?
                  How do you follow ISO recommendations?


+ adding references from the literature reviewed
General overview
Different perspectives
Vocabulary varies
“design thinking” or “UCD” or “usability”
or “participatory design” or “contextual design”
Article                                                    Authors                             User studies

Meeting Innovation Requirements in Large Companies        Gerald Fliegel                                                 Design Thinking



Transforming the Corporation, The Design of Procter &     Roger Martin                                                   Design Thinking
Gamble

Developing a Usability Capability Assessment              Timo Jokela, Marko, Netta Iivari, Katriina Nevakiivi & Mikko   Usability
Approach through Experiments in Industrial Settings       Rajanen



Design Thinking meets the Corporation or teaching the     Tim Brown                                                      Design Thinking
fish


Of Participation in Industry: a Hybridized Possibility?   Daria Loi                                                      Participatory Design,
                                                                                                                         User experience


Survey on the UCD integration in the industry             Giorgio Venturi and Jimmy Troost                               User Centred Design



Pitching Usability to your organization                   Sarah Bloomer & Rachel Croft                                   Usability



The Obstacles an Myths of Usability and Software          Ahmed Seffah and Eduard Metzker                                Usability
Engineering



The Balancing Act. How design thinking Organizations      Roger Martin                                                   Design Thinking
Embrace Reliability and Validity?



Strategy Design: Design Practices for Entrepreneurial     Simon Grand                                                    Design Thinking
Strategizing
Moving your Idea thourgh your Organization      BrendaLaurel                                    Design




Evaluating the use-centredness of development Timo Jokela                                       Usability
organizations: conclusions and implications
from empirical usability capability maturity
assesment




Driven User Centered Design into IT             Karen Holtzblatt, Joshua Barr, Les Holtzblatt   User Centred Design
Organizations- is it possible?


What Makes Strategic Usability fail?            Stephanie Rosembaum                             Usability
Lessons Learned from the Field                  et al.


A Toolkit for Strategic Usability:              Stephanie Rosembaum, Jannice Anne Rohn and      Usability
Results from Workshop, Panels,                  Judee Humburg
and Surveys.



Socialization of Practice in a Process World:   Pter H. Jones                                   Participatory Design
Toward Participatory Organizations.




Bricks and Clicks: Participatory Organization   Christian Briggs and Kevin Makice.              Participatory Design
Design Through Microparticipation




Involving Users in the Product Development of   Petteri Repo, Eva Heiskanen and Tanja Kot       User Centred Design
SMEs.
Short discussion in groups
What is the way you refer to UCD?

Do you change your wording in different contexts?

In which ones? why?
How to start?

Evaluate conditions
External
(competitors + influences)


Internal
(how has the company
implemented and adopted UCD?)
But let's say we start from 0
Presentation based in the chapter 16 of the book
Rapid Contextual Design by Hotzblatt, Wendell and Wood




Do something small:
collect a little data,

Interpret it with a colleague

Share it around!
Do guerrilla warfare: find other other to join you
     and collect little data and interpret it
          without getting permission.
           Then, share it around.
Try not to start with a big project or the most important
                project in your company
Pick a new division that wants to make its mark.
Start Easy


Start with one project success

Then move to another project



Build success a bit at time
ALWAYS SHARE THE RESULTS.
Make your project visible
           it is part of organizational change
Short discussion in groups
Identify key companies where UCD has been
systematically used in Finland and abroad.

Do you know how the process of integration of UCD
was?

What can we learn from them?
Design artifacts as affinity diagrams, paper prototypes and
storyboards make the project work visible.
User as a resource in organizations
Good design room
Quick access to information online
        Internal marketing

will help to create a BUZZ you need
         to get things going
Some companies need to get the

   ROI (return of investment)
 before trying something new.
Hang up your paper prototypes and
             walk through them so
developers ans stakeholders see tangible results
                  early on and
  use them to drive design review meetings.
Use key questioning:


  How long did it take the team to agree on requirements?
  Were you still chaning requirements till last week before
 deadline? How long are your prioritization meetings when
   you have no data? How many interations between the
business and IT did it take until there was agreement that the
                    product was desired?




  Look at all these times that having data would
              have shorten decisions
Use key questioning:



 Asking questions will raise awareness about the
          reality of the current process

Collect statistics and share them with the community
    so we all can benefit from some numbers

  Collect corporate myth and use it to help swing
      people towards user-centred design
Short discussion in groups
How your organization sees UCD?

What has helped you to understand the situation?

Identify key promoters and key people against it.

What is the main discourse in your organization against
it?

How can you oppose to it?
Picture by Pulpolux !!!
How to overcome resistance? 
Change implies different skill sets,
ways of thinking and ways of designing.
                                          Picture by Pulpolux !!!
Develop empathy and listen to developers.

                    What makes their job difficult?
                   What excites or motivates them?
                   What gives them self satisfaction?
Picture by Truthout.org



Sometimes people resists because they assume that this new
process will expose flaws in their work.
This is why user data is so valuable, it helps developers know what to
                        build to be successful.
 It gives them back the control and choices they want and need.
There is nothing more powerful than a field interview with a
customer to remove resistance.
Include everyone in interpretation sessions, take them out to visits,
               and make them build the affinity.
             Bring them into the visioning process!
Communicating and bring people in
is the way to be sure you do not become isolated
Picture by WarmSleepy


Don't be an evangelist, taking about UCD all the time.
Picture byOrange_Beard

The best road to combating resistance is
      partnering and listening
Picture by 'Camera baba' aka Udit Kulshrestha

Develop empathy and listen to developers.
  Find out what makes their job difficult,
    what excites and motivates them.
Most knowledge about work practices is tacit
                                               Picture by Pulpolux !!!
Designers need detailed data to guide what they do
and do well informed decisions.               Picture by Pulpolux !!!
There is a need of reliable data with details for revealing
user's tacit or latent needs
                                                          Picture by Pulpolux !!!
We all know how to drive cars but if we ask someone what
all the detailed steps of driving are they can't tell you.

                                                  Picture by CarlosLie
Nothing is more effective than a field trip.
Understanding people in their own context.
Why they do what they do in a certain way?
Involvement & Communication
Communication to the organization

Let the process and the data sell themselves

Share your data with colleagues
online / on lunch

Help others implementing UCD
Picture by clappstar



Start small & focus on success!
Picture by kslavin


Recognize your success & celebrate it!
Short discussion in groups
Brainstorm strategies to bring UCD in your organization
My own view on the chapter
Picture by kevindooley
easy and clear to understand
based in common sense
optimistic and positive
Picture by Seattle Municipal Archives

Written for designers
There is not clear step by step strategies
The recommendations are a bit generalized
Instructions for next task
FIRST        Read an article or book chapter

SECOND Make a presentation that cannot take more than 15
       min on it.

Describe the article or book chapter

Extract key elements that give an answer to the question: how
  UCD can integrate into organizations? Can you come out with
  recommendations?

Find weak points in the article. Make a critic.
      Does the article open new questions? Which ones?

      How the author's views can be used in relation to your own
  project?

      Who is the audience for this article?
Group work
First TASK


                         Choose one of these:


+ Invent your own company and plan from the beginning how
  to make it concrete and develop it. The company has to embrace
  the concept of UCD.


+ Analyze one company and its own actions for promoting
  and implementing UCD. What could be the key players to interview?
  Why? What might be hidden information and what is publicly available?


+ Plan strategically how to communicate inside a certain
  company the need of UCD. Who will be your key colleagues on this.
  What are the tensions and contradictions that it brings out? How to overcome
  them?
Thanks!

mariana.salgado@laurea.fi

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User as a resource in organizations

  • 3. 9:00 + program of the study unit + general overview of the topic + + instructions for the next task Forming groups and choosing one task. Group work. 11:00- 12.00 Lunch 12.00 choosing material for next day presentations Group work 15hs Presentation of group work
  • 5. Second day: + your presentations of the articles or book chapters +presentation of the task for next time (reading and analyzing the ISO) +group work (focusing on adding or contrasting the information gained from the students presentation and the ISO into their work) Third day + your presentations of their projects + feedback for improving the course + discussion
  • 6. Final essay One essay per group. Three persons in each group. + documenting your process + answering the following questions What is the company? Describe the actual situation regarding UCD implementation What is the strategy for implementing UCD? How it was develop? What characteristics of the company, the stakeholders involved and context did you take into consideration? Why? How do you follow ISO recommendations? + adding references from the literature reviewed
  • 8. Different perspectives Vocabulary varies “design thinking” or “UCD” or “usability” or “participatory design” or “contextual design”
  • 9. Article Authors User studies Meeting Innovation Requirements in Large Companies Gerald Fliegel Design Thinking Transforming the Corporation, The Design of Procter & Roger Martin Design Thinking Gamble Developing a Usability Capability Assessment Timo Jokela, Marko, Netta Iivari, Katriina Nevakiivi & Mikko Usability Approach through Experiments in Industrial Settings Rajanen Design Thinking meets the Corporation or teaching the Tim Brown Design Thinking fish Of Participation in Industry: a Hybridized Possibility? Daria Loi Participatory Design, User experience Survey on the UCD integration in the industry Giorgio Venturi and Jimmy Troost User Centred Design Pitching Usability to your organization Sarah Bloomer & Rachel Croft Usability The Obstacles an Myths of Usability and Software Ahmed Seffah and Eduard Metzker Usability Engineering The Balancing Act. How design thinking Organizations Roger Martin Design Thinking Embrace Reliability and Validity? Strategy Design: Design Practices for Entrepreneurial Simon Grand Design Thinking Strategizing
  • 10. Moving your Idea thourgh your Organization BrendaLaurel Design Evaluating the use-centredness of development Timo Jokela Usability organizations: conclusions and implications from empirical usability capability maturity assesment Driven User Centered Design into IT Karen Holtzblatt, Joshua Barr, Les Holtzblatt User Centred Design Organizations- is it possible? What Makes Strategic Usability fail? Stephanie Rosembaum Usability Lessons Learned from the Field et al. A Toolkit for Strategic Usability: Stephanie Rosembaum, Jannice Anne Rohn and Usability Results from Workshop, Panels, Judee Humburg and Surveys. Socialization of Practice in a Process World: Pter H. Jones Participatory Design Toward Participatory Organizations. Bricks and Clicks: Participatory Organization Christian Briggs and Kevin Makice. Participatory Design Design Through Microparticipation Involving Users in the Product Development of Petteri Repo, Eva Heiskanen and Tanja Kot User Centred Design SMEs.
  • 12. What is the way you refer to UCD? Do you change your wording in different contexts? In which ones? why?
  • 13. How to start? Evaluate conditions External (competitors + influences) Internal (how has the company implemented and adopted UCD?)
  • 14. But let's say we start from 0 Presentation based in the chapter 16 of the book Rapid Contextual Design by Hotzblatt, Wendell and Wood Do something small: collect a little data, Interpret it with a colleague Share it around!
  • 15. Do guerrilla warfare: find other other to join you and collect little data and interpret it without getting permission. Then, share it around.
  • 16. Try not to start with a big project or the most important project in your company
  • 17. Pick a new division that wants to make its mark.
  • 18. Start Easy Start with one project success Then move to another project Build success a bit at time
  • 19. ALWAYS SHARE THE RESULTS.
  • 20. Make your project visible it is part of organizational change
  • 22. Identify key companies where UCD has been systematically used in Finland and abroad. Do you know how the process of integration of UCD was? What can we learn from them?
  • 23. Design artifacts as affinity diagrams, paper prototypes and storyboards make the project work visible.
  • 25. Good design room Quick access to information online Internal marketing will help to create a BUZZ you need to get things going
  • 26. Some companies need to get the ROI (return of investment) before trying something new.
  • 27. Hang up your paper prototypes and walk through them so developers ans stakeholders see tangible results early on and use them to drive design review meetings.
  • 28. Use key questioning: How long did it take the team to agree on requirements? Were you still chaning requirements till last week before deadline? How long are your prioritization meetings when you have no data? How many interations between the business and IT did it take until there was agreement that the product was desired? Look at all these times that having data would have shorten decisions
  • 29. Use key questioning: Asking questions will raise awareness about the reality of the current process Collect statistics and share them with the community so we all can benefit from some numbers Collect corporate myth and use it to help swing people towards user-centred design
  • 31. How your organization sees UCD? What has helped you to understand the situation? Identify key promoters and key people against it. What is the main discourse in your organization against it? How can you oppose to it?
  • 32. Picture by Pulpolux !!! How to overcome resistance? 
  • 33. Change implies different skill sets, ways of thinking and ways of designing. Picture by Pulpolux !!!
  • 34. Develop empathy and listen to developers. What makes their job difficult? What excites or motivates them? What gives them self satisfaction?
  • 35. Picture by Truthout.org Sometimes people resists because they assume that this new process will expose flaws in their work.
  • 36. This is why user data is so valuable, it helps developers know what to build to be successful. It gives them back the control and choices they want and need.
  • 37. There is nothing more powerful than a field interview with a customer to remove resistance.
  • 38. Include everyone in interpretation sessions, take them out to visits, and make them build the affinity. Bring them into the visioning process!
  • 39. Communicating and bring people in is the way to be sure you do not become isolated
  • 40. Picture by WarmSleepy Don't be an evangelist, taking about UCD all the time.
  • 41. Picture byOrange_Beard The best road to combating resistance is partnering and listening
  • 42. Picture by 'Camera baba' aka Udit Kulshrestha Develop empathy and listen to developers. Find out what makes their job difficult, what excites and motivates them.
  • 43. Most knowledge about work practices is tacit Picture by Pulpolux !!!
  • 44. Designers need detailed data to guide what they do and do well informed decisions. Picture by Pulpolux !!!
  • 45. There is a need of reliable data with details for revealing user's tacit or latent needs Picture by Pulpolux !!!
  • 46. We all know how to drive cars but if we ask someone what all the detailed steps of driving are they can't tell you. Picture by CarlosLie
  • 47. Nothing is more effective than a field trip. Understanding people in their own context. Why they do what they do in a certain way?
  • 49. Communication to the organization Let the process and the data sell themselves Share your data with colleagues online / on lunch Help others implementing UCD
  • 50. Picture by clappstar Start small & focus on success!
  • 51. Picture by kslavin Recognize your success & celebrate it!
  • 53. Brainstorm strategies to bring UCD in your organization
  • 54. My own view on the chapter
  • 55. Picture by kevindooley easy and clear to understand based in common sense optimistic and positive
  • 56. Picture by Seattle Municipal Archives Written for designers There is not clear step by step strategies The recommendations are a bit generalized
  • 58. FIRST Read an article or book chapter SECOND Make a presentation that cannot take more than 15 min on it. Describe the article or book chapter Extract key elements that give an answer to the question: how UCD can integrate into organizations? Can you come out with recommendations? Find weak points in the article. Make a critic. Does the article open new questions? Which ones? How the author's views can be used in relation to your own project? Who is the audience for this article?
  • 60. First TASK Choose one of these: + Invent your own company and plan from the beginning how to make it concrete and develop it. The company has to embrace the concept of UCD. + Analyze one company and its own actions for promoting and implementing UCD. What could be the key players to interview? Why? What might be hidden information and what is publicly available? + Plan strategically how to communicate inside a certain company the need of UCD. Who will be your key colleagues on this. What are the tensions and contradictions that it brings out? How to overcome them?