Human-centred Design Pratice

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Lecture to UNSW design students about my human-centred design practice

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Human-centred Design Pratice

  1. 1. Human-centred design by Jax Wechsler. Thursday, 5 June 14
  2. 2. My experience Thursday, 5 June 14
  3. 3. Design is... • not only about making THINGS • a process for wicked problem solving • a social / collaborative process • about generating possibilities • human-centred Thursday, 5 June 14
  4. 4. Role of the Designer “Complex systems are shaped by all the people who use them and in this new era of collaborative innovation, designers are having to evolve from being the individual authors of objects, or buildings, to being the facilitators of change among large groups of people” Thackara, J. (2006). In the Bubble, Designing in a Complex World. Thursday, 5 June 14
  5. 5. Design Practice Today SRC: http://knowledgeconnect.com.au/2012/03/co-creation-and-participatory-design/ Thursday, 5 June 14
  6. 6. UX design interaction designer 2000 Jesse James Garett http://vimeo.com/21691333 Thursday, 5 June 14
  7. 7. I am the same person across multiple touch-points Service design https://www.youtube.com/watch?v=BeEUemtdoJQ Thursday, 5 June 14
  8. 8. Service design Thursday, 5 June 14
  9. 9. Human-centred! Thursday, 5 June 14
  10. 10. HCD life-cycle Thursday, 5 June 14
  11. 11. (SRC: Michael Schrage 2006) Thursday, 5 June 14
  12. 12. Knowing your users NEEDS EXPECTATIONS GOALS FEELINGS EXPERIENCE THOUGHTS CONTEXT OF USE Thursday, 5 June 14
  13. 13. think about your other humans too! e.g.ACME BANK: executive team, bank managers, bank tellers, call centre staff, training staff, IT staff that design internal systems, HR staff who hire,..... Thursday, 5 June 14
  14. 14. Why do research? Thursday, 5 June 14
  15. 15. Levels of Design Designers can design for components, products, systems and communities - John Chris Jones (1971) Design Methods 1. COMMUNITY LEVEL City 2. SYSTEMS LEVEL 3. PRODUCTS LEVEL 4. COMPONENTS LEVEL Other systems eg. Industry, recreation TrafficHousing Living rooms Bedrooms etc. Land Property rights & legal processes Body Engine Surfaces Networks TravellersFamilies VehiclesHouses RoadsSites Thursday, 5 June 14
  16. 16. “design that is directed first and foremost to human needs” (Victor Margolin, 2007) Social design Thursday, 5 June 14
  17. 17. Masters Thesis How can we use design artefacts (representations) to support human-centred innovation within organisations? Thursday, 5 June 14
  18. 18. Empathy Thursday, 5 June 14
  19. 19. Context Thursday, 5 June 14
  20. 20. Cognitive frameworks Thursday, 5 June 14
  21. 21. Communicating vision Thursday, 5 June 14
  22. 22. Persona Thursday, 5 June 14
  23. 23. Customer Journey Map Thursday, 5 June 14
  24. 24. things to think with things to talk with and things to talk about Thursday, 5 June 14
  25. 25. Community of practice Community of practice Community of practice OBJECTS Thursday, 5 June 14
  26. 26. Telstra Dealers Improving online ordering capability Thursday, 5 June 14
  27. 27. Dealer Care call centre and IP Activations Team in Brisbane (Interviews with managers/ leads & sat with staff & listened in on their calls) LISTEN DEFINE DESIGN Thursday, 5 June 14
  28. 28. 3 Sydney Telstra Business Centres (we learnt about their processes & hacks) LISTEN DEFINE DESIGN Thursday, 5 June 14
  29. 29. Understanding behavioural as well as experiential & emotional requirements (i.e. How they want to experience the Telstra brand) LISTEN DEFINE DESIGN Thursday, 5 June 14
  30. 30. Co-design workshop with 8 dealers Listened to their ideas & designed some solutions together LISTEN DEFINE DESIGN Thursday, 5 June 14
  31. 31. LISTEN DEFINE DESIGN AIM: (1) Synthesise the research (2) Define the problem-space & create some models to think with Affinity mapping exercise : Research analysis & insight generation Thursday, 5 June 14
  32. 32. LISTEN DEFINE DESIGN Personas: Understand who are users are (behavioural information rather than just demographic) Needs Goals Work Tasks Irritants Thursday, 5 June 14
  33. 33. LISTEN DEFINE DESIGN Journey Maps: Mapped out tasks required to place orders of various products Thursday, 5 June 14
  34. 34. LISTEN DEFINE DESIGN More tools/models to think with & some visions for the future. 1. Design principles 5 principles and some examples on how to execute on them. These should be used to inform the design of ALL systems & processes for dealers. 2. Online Capabilities High-level description of the main capabilities a dealer portal will need to fulfil 3. Conceptual design for a portal High level wireframes and system requirements 4. Scenarios How a portal could fit into the context of their work (video and comics) 5. Some Quick Wins Things that can be done now to improve the dealer experience Thursday, 5 June 14
  35. 35. Jax Wechsler jax@stickydesignstudio.com.au http://stickydesignstudio.com.au Mobile: 0403 895497 QUESTIONS? Thursday, 5 June 14

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