Design thinking for designing and delivering services

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

Publicité

design thinking for
designing & delivering
services

Zaana Howard | Associate Lecturer | QUT
17 May 2013 for QULOC

INN332:
Informa-on
Retrieval

unit
overview

Zaana
Howard

Associate
Lecturer

z.howard@qut.edu...

agenda

10.00 - 10.30 Introduction
10.30 - 11.00 Understanding current challenges
11.00 - 12.15 Understanding the problem
...

what is
design thinking?

design is evolving...
Designer chairs, “Eames Duo 2” by moguphotos
http://www.ﬂickr.com/photos/bygenejackson/3112409205/

to design
thinking…
Timeline detail by Garrettc
http://www.ﬂickr.com/photos/garrettc/2575214144/

design thinking is a
human centred &
collaborative
approach to problem solving that is
creative, iterative &
practical.

...

Adapted
from
Brown
(2008).

business
(viability)
technology
(feasibility)
people
(desirability)
design thi...

Is a balance of thinking...
From
Mar-n
(2009)

We are Snook
http://web.fumsi.com/go/article/use/64147
design thinking starts with...

a note on language:

user centred design;
human centred design;
user experience;
service design;
design thinking (+ more.....

the
design thinking
process

discovery
definition
ideationprototyping
testing

design thinking phases

non linear process

focus
ﬂare
Hassno Platner Institute of Design, Stanford University
modes of thinking

how design feels
Daniel Newman, Central Office of Design

Carnegie Library
case study

the library is…
Maya Design

Mapa
Rambla
Sant
Jordi.
1a
parte.
ZONA
VI
by
La
Fundicio

start with research
exploring, ...

walk in the
customers
shoes
Maya Design
http://www.slideshare.net/whatidiscover/designing-for-experience

components of the service
experience
http://www.slideshare.net/whatidiscover/designing-for-experience

scenarios to visualise
what’s broken
http://www.slideshare.net/whatidiscover/designing-for-experience

l_system.png
by
sansumbrella

insight:
environmental complexity

redesigning the service
experience
Maya Design
http://www.slideshare.net/whatidiscover/designing-for-experience

step by step through the experience
http://www.slideshare.net/whatidiscover/designing-for-experience

results
Maya Design
http://www.slideshare.net/whatidiscover/designing-for-experience

results
http://www.slideshare.net/whatidiscover/designing-
for-experience

testing
http://www.slideshare.net/whatidiscover/designing-for-experience

what happened?
new customers
existing customers have a better experience,
accomplish their goals more easily
librarians an...

let’s
get on with it!

ground
rules

encourage wild ideas
only good and better
no spectators
collaborative
work fastdone, not perfect

current
challenges

sharing is caring

What are some of the problems
and challenges you are facing?
Make sure you all get a chance to
share.

discovery

what do you already know about the problem?
good points? pain points?
what do you need to be aware of for the future?
chal...

Dig deep.
Ask for stories.
Uncover feelings and emotions.
Why is this important?
What really matters?
ask questions

Who are you designing for?
What motivates them?
What are their needs?
What is their background?
How do you design for thei...

Personal information
Age: 19
Profession: full time student
Field: Design
Home life: single, lives with parents
Hobbies: ha...

defining the
problem

capture ﬁndings
summarise:
what are you trying to do?
what themes and insights have
your developed?
what are the main cha...

create aproblem question

make it juicy & actionable

how might
who what
so that why?

example

how might an engineering post
graduate student find relevant
and credible information quickly
so that time on w...

how might who
what so that why?

based on the challenge, persona, need
and insight

idea
generation

creating new futures

50 ideas 15 minutes
what are the opportunities and
possible solutions to the problem
you identified?

choosing futures
which ideas are most possible?
most delightful?
what are you drawn to?
you each have 3 votes, use them
to...

ﬁll your belly
rest your brain

prototyping
a solution

cost of failure vs. project time
prototyping

fail early fail often

storyboarding
what is the story of your new
product | service | library?
top tip: Start in the middle of your story with t...

make your idea
come to life
what parts of your solution have form?
make them tangible.
wireframe, diorama, role play, sce...

testing
your solution

give it a whirl
2 people from each group stay
4 people rotate
share your solution and get
feedback.

what did you learn?
About your prototype?
About others prototypes?

iterate
iterate your solution based on
your learning and new ideas

what’s your
story?

plan your pitch

be specific,
brief, clear, appropriate,
narrow & visual

plan your pitch
What is your one liner? - elevator pitch
Who is this for?
How does it work?
What is it called?
Why do you ...

showcase...
over to you!

summarise

discovery
definition
ideationprototyping
testing

process reminder

four principles
visualising
conversation
storytelling
collaboration

key is collaboration
most problems are too complex for
one person.

multiple perspectives, skills,
disciplines, experience...

thankyou

zaana howard
z.howard@qut.edu.au | zaanahoward.com | @zaana

Partager Slideshare

LinkedIn
Facebook
Twitter

Intégrer

Taille (px)

Afficher les Slideshows associés à la fin

Code abrégé pour WordPress

Lien

Partager
E-mail

From dinner to dining: the evolving... by Zaana Jaclyn 9044 views
Library Innovation Game by Snook 8713 views
Online Innovation by peter williams 3167 views
The role of mindset in user centred... by Zaana Jaclyn 12248 views
'Information in context': Co-design... by Zaana Jaclyn 7461 views
Understanding design thinking in pr... by Zaana Jaclyn 12660 views

Afficher sur Slideshare

1 sur 69 Publicité

Afficher sur Slideshare

1 sur 69 Publicité