CityVerve Human Centred Design, Induction Workshop, 27 July 2016 Selection of slides from the Human Centred Design induction workshop for project teams with whom FutureEverything will be working in CityVerve. Authors: Drew Hemment, Simone Carrier, Matt Skinner

1. CityVerve
Human Centred Design Induction
Induction Workshop, 27 July 2016

2. The objective over the
next weeks:
To develop our ideas in
the best possible way, so
people will have a great
experience using them.

3. What you get
Human centred design methods and
tools.
Understanding of user needs.
Insights on best practice and
common barriers to user
acceptance.
Engagement with citizens and users,
visibility and attention.
What you give
Time to attend human centred design
workshops.
Be ready to be challenged and adapt
your solution to user feedback.
Engage citizens as contributors and
stakeholders.
Be open and share learnings from the
process.
Human Centred Design Advice and Support
Human centred design leads to products and services that are usable,
useful and likely to be used. CityVerve project teams will be introduced
to human centred and participatory design methods, and supported to
implement them during design, deployment and analysis.

4. FutureGov
FutureGov the digital and design
company for public services, are
collaborating with FutureEverything
on Human Centred Design support.
Simone Carrier
Head of Service Design
Matt Skinner
Head of Product Design
Chris Evans
Product Designer
Drew Hemment
Creative Director
Daniel Santos
Design Lead
Vimla Appadoo
Service Designer
Feimatta Conteh
Programme Manager
Natalie Kane
Curator and Editor
Tom Rowlands
Producer
Callum Kirkwood
Junior Producer
Human Centred Design Team
FutureEverything, Manchester’s innovation lab for digital culture and smarter
cities, is lead on human centred design and culture & public realm in CityVerve.

5. Who are FutureEverything?
MANCHESTER’S INNOVATION
LAB FOR DIGITAL CULTURE.
LEAD ON HUMAN CENTRED DESIGN AND
CULTURE & PUBLIC REALM IN CITYVERVE.

6. Who are FutureGov?
WE ARE THE DIGITAL AND
DESIGN COMPANY FOR
PUBLIC SERVICES.

7. Introduction

8. WE, CITIZENS OF ALL CITIES, TAKE THE FATE OF THE PLACES WE LIVE
IN INTO OUR OWN HANDS. WE CARE ABOUT THE BUILDINGS AND THE
PARKS, THE SHOPS, THE SCHOOLS, THE ROADS AND THE TREES. BUT
ABOVE ALL, WE CARE ABOUT THE QUALITY OF THE LIFE WE LIVE IN
OUR CITIES. WE KNOW THAT OUR LIVES ARE INTERCONNECTED, AND
WHAT WE DO HERE WILL IMPACT THE OUTCOMES OVER THERE. WHILE
WE CAN NEVER PREDICT THE EVENTUAL EFFECT OF OUR ACTIONS, WE
TAKE FULL RESPONSIBILITY TO MAKE THIS WORLD A BETTER PLACE.
Frank Kresin, A Manifesto for Smart Citizens, in Drew Hemment & Anthony
Townsend (eds), Smart Citizens, FutureEverything Publications, 2013
Smart Citizens
We engage citizens as stakeholders and contributors not just users.

9. 01. DON’T BELIEVE THE HYPE
02. DESIGN USEFUL THINGS
03. AIM FOR THE WIN-WIN-WIN
04. KEEP EVERYONE AND EVERY THING SECURE
05. BUILD AND PROMOTE A CULTURE OF PRIVACY
06. BE DELIBERATE ABOUT WHAT DATA WE COLLECT
07. MAKE THE PARTIES ASSOCIATED WITH AN IOT PRODUCT EXPLICIT
08. EMPOWER USERS TO BE THE MASTERS OF THEIR OWN DOMAIN
09. DESIGN THINGS FOR THEIR LIFETIME
10. IN THE END, WE ARE HUMAN BEINGS
iotmanifesto.org @iotmanifesto
IoT Design Principles
We will draw on and contribute to work on best practice so we can
address barriers to user acceptance.

10. WE DESIGN USEFUL THINGS
Value comes from products that
are purposeful. Our commitment is
to design products that have a
meaningful impact on people’s
lives; IoT technologies are merely
tools to enable that.

11. WE ARE DELIBERATE ABOUT
WHAT DATA WE COLLECT
This is not the business of hoarding
data; we only collect data that serves
the utility of the product and service.
Therefore, identifying what those data
points are must be conscientious and
deliberate.

12. WE BUILD AND PROMOTE A
CULTURE OF PRIVACY
Equally severe threats can also come
from within. Trust is violated when
personal information gathered by the
product is handled carelessly. We build
and promote a culture of integrity where
the norm is to handle data with care.

13. WE EMPOWER USERS TO BE THE
MASTERS OF THEIR OWN DOMAIN
Users often do not have control over their
role within the network of stakeholders
surrounding an IoT product. We believe
that users should be empowered to set
the boundaries of how their data is
accessed and how they are engaged
with via the product.

14. Some IoT platforms are ‘citizen led’ –
made and maintained by a community of users

15. Maker culture
Is there scope for people to contribute to and change your project?

16. Citizens as stakeholders?
Taxi drivers on streets protest about Uber… NOT what success looks like!

17. Experimenting with the process all in one day
The human centred
design process

18. Outline of the program
Intro to HCD
Doing research
with service
users
Analysing
research and
developing
ideas
Prototyping
ideas and
testing them
with service
users
Creating a
delivery plan
27/07
Teams work
independently
Teams work
independently
Teams work
independently
Teams work
independently
Teams
indepen
work
dently
Community
Champions

19. Be aware:
It might feel a little
uncomfortable at
times. But it’ll be
alright.

20. What makes the
difference between
good and bad
design?
The focus on
people’s needs
who are using
the designs.

21. An example from the IOT world

22. Philips Hue

23. Philips Hue

24. The design process

25. If you asked a designer

26. CITIZENS MEANINGFULLY ENGAGED IN ‘OPEN PROTOTYPING’
The
challenges
Insight Definition ActionIdeas Embed
DISCOVER DEFINE DEVELOP DEPLOY
Speak to
members of
the public and
professionals
to understand
what their
needs are.
Based on the
gained
insights, define
the problem
you want to
focus on
solving.
Develop ideas
and prototypes
which respond
to existing
user needs in
collaboration
with service
users.
Implement a
pilot version to
learn from
before thinking
of scaling.
MOBILISE
Engage
people, create
relationships,
build
community.
ITERATE
Make changes
and repeat the
process,
learning the
whole time.

27. DESIGN IS AN ITERATIVE PROCESS
!
MEASURE
BUILD
LEARN
Design is not an linear process - it is iterative and agile

28. Design is not an linear process - it is iterative and agile
MOBILISE
DISCOVER DEFINE DEVELOP DELIVER DISCOVER DEFINE DEVELOP DELIVER DISCOVER DEFINE DEVELOP DELIVER

29. Mobilise

30. MOBILISE
How do you
engage users?

31. Users are people,
just like you.

32. Community
Performance
Indictors
Collaborate with citizens as
stakeholders to define and
measure success.

33. CITYVERVE COMMUNITY CHAMPIONS
Local young people, trained in role play, facilitation and filmmaking

34. Supporting user research – workshops and role
play to engage residents and service users

35. CITYVERVE CULTURE & PUBLIC REALM
Art and experiences engaging the public in CityVerve

36. Art and experiences engaging the public in CityVerve
CITYVERVE CULTURE & PUBLIC REALM

37. Discover

38. DISCOVER
What is design
research?

39. What is design research?
It creates empathy.
It helps to understand the
problem you are trying to
solve.
It inspires new ideas.

40. EMPATHY

41. UNDERSTANDING PRACTITIONERS
“Understanding everything out there is overwhelming.
I can’t do that at the same time as doing an assessment”
Understanding practitioners and service providers as shortcut to users

42. Ethnographic research to understand citizens

43. Ethnographic research to understand citizens

44. Tips to “discover”
Don’t consult - observe.
Be curious and listen.
Be brave and leave your desk.

45. What kind of research
do you do in your everyday
practise?

46. Define

47. DEFINE:
Solving the right
problem

48. UNPACKING INSIGHTS TO
DEFINE A BRIEF
Interpret your research
Build insights.
Share with others.
Create an inspiring design brief.

49. A design brief
How can we redesign a
vase for flowers?

51. A better design brief
How could we live with
more plants inside our
homes?

55. Creating a good design brief
Original brief:
Solve youth unemployment in rural Albania.
Refined brief:
How might we inspire
young people in
Albania to think about
the dream job?

56. Tips to “define”
Really understand the problem.
Put the user in the centre.
Avoid solutions.

57. What’s your experience
with focusing on one
problem at a time?
Does it make things easier
or more difficult?

58. Exercise: Discover
Find out as much as you can
about what your users current
experience is. What is good
about it? What are they
struggling to do?

59. Plan your research
Who are your users?
What do you think you know already?
Where will you find them?
What do you want to find out?
What open and interesting questions can you ask?
15 min

60. Go out, talk to people and
document what was said
Listen carefully.
Ask why.
45 min

61. Welcome back!
How was your experience?

62. Market Research
What people say
What people will buy
Large sample sizes
Broad insights
Design Research
What people do
How people use a product / service
Small sample sizes
Deep, focused insight

63. FOR GREAT IDEAS GO DEEP – NOT WIDE
!
For great ideas - go deep not wide

64. Source: Jakob Nielson & Tom Landauer
Discovered
Usability
issues
0 3 6 9 12 15
25%
50%
75%
100%
Amount of
participants
Source: Jakob Nielson & Tom Landauer
Amount of
participants
Discovered
usability
issues
Quality, not quantity

65. Exercise: Define
Build insights from your research.
Produce three design briefs
phrased as “How might we”
question.
For example: “How might we make it easier for people to
understand when it is safe to exercise outside?”
30 min

66. How might we…
… make it easier
… for Mancunians
… to understand when it is safe to
exercise outside?
do what?
for who?
what for?

67. Develop & iterate
ideas

68. DEVELOP IDEAS
How to come up
with good ideas?

69. How to come up with good
with ideas?
Agree on the problem you
want to solve.
Aim high and go a little crazy.

70. HOW CAN THIS…
Get inspired by things outside your sector

71. INFORM THIS?

72. BE OPEN TO MAD IDEAS (AT LEAST TO BEGIN WITH)

73. Tips to “develop ideas”
Don’t do it alone.
Visualize.
Go for quantity.
Judge later.

74. How do you come up with
new ideas?

75. Exercise: Develop ideas
Chose one of your “How-might-we” statements.
Don’t restrain yourself and think wildly -
create at least 6 ideas how to improve your
existing idea and come up with a new one.
Chose your best idea.
30 min

76. Deliver

77. DELIVER
How to deliver
quickly and well?

78. How to deliver quickly
an well?
It’s not about delivering
the perfect solution, but
something you can get
feedback on.

79. Fail early,
fail often
learn
learn
How to deliver quickly and well? Through agile delivery.

80. What a prototype might
look like

81. Learn in a safe environment

82. Paper prototypes

83. Testing a service experience

84. Tips to “deliver”
Be brave and share your
work early.
Seek feedback to iterate -
(not to get a pad on your
back).

85. How do you deliver
projects?
What’s your experience with
starting small or
agile delivery?

86. Exercise: Develop ideas
You only have 20 minutes time and the
materials available in the room - how
would you start prototyping your idea?
20 min

87. But doesn’t this process
make things more
expensive?
It’s less expensive than creating
something people don’t want or
can’t use.

88. Next steps

89. What we’d like you to do
before we meet next time
1. Each team on Slack.
2. Plan your user research
based on tools today.
3. Gather existing research
and identify gaps.

90. What we’d like you to do
before we meet next time
4. Could you find and
identify a user to
interview?

91. Next Time?
3 half days workshops
with each team to go over
research plans and go out
and do more

92. Please leave some
feedback for us.

93. Thank you!