Service and Experience Design 6. Modeling User Experience

Design for Services &Consumer ExperiencesSpring 20126-Modeling User Experience Design for services & experience

Tonite• Discuss Chap 4, Toolbox, from “This is SDT” (pp146-162)• Discuss: Intermission, Ch 7 “Performing To Form” from “Exp. Economy”• Read: “Your Next Car Will Drive Itself: The unstoppable future of robotic vehicles, from Google to Mercedes”, Vanderbilt, WIRED https://docs.google.com/open?id=0B36lum- QNuqxNWU2Y2JiMWYtOTI1Yi00NGUyLWE0Y2 EtMmQ5OWU0NTIxNmIwhttp://129.237.176.3/ADS/ADS714/ADS_lectures714.htm Design for services & experience

Next week Feb 28• Read: Tools of Service Design, from “This is SDT” (pp 163-191)• Read: Ch9 “Now Act Your Part”, “Experience Economy”• “4 Things a Service Business Must Get Right”, HBR, Frei• Screen the entire video and discuss online: “Getting People To Talk” http:// www.vimeo.com/1269848class recordings:http://129.237.176.3/ADS/ADS714/ADS_lectures714.htm Design for services & experience

6. WORK IS THEATRE Design for services & experience

How does servicedesign work? Design for services & experience

lidar(post and comment to online discussion threads) Design for services & experience

Early discussion:Ford SYNC system --(Adriana, Nicoletta)Emergency ambulance vehicles --(Melissa, Jessica)Home health monitoring systems --(Max, Kathryn) Design for services & experience

“Getting People to Talk” http://vimeo.com/1269848 Methods & Techniques

the apple eating experience Design for services & experience

Design for services & experience

“We get market research reports all the time but they’re of little real value to us in our planning and design. The information is all about averages. It has no texture. It never deals with exceptions.” –John Rich, VP, Intermountain Health Care© HumanCentered 2004, All Rights Reserved © HumanCentered 2004, All Rights Reserved

imaginationWhere health care design fails... knowledge it is usually for lack of the right mix of information attention empathy ...and for lack of a process to effectively integrate that information into a solution. © HumanCentered 2004, All Rights Reserved

Day-In-The-Life Research of Targeted Users Participants In the Study: Violetta & Cynthia, Leeann & Joseph, Nichole & Mark, Blake & Terry, Rosie, Cynthia & jacob, Ruth & Cael, Mandy & Cody, Estella & John, Ashley, John, Lisa, Randy© HumanCentered 2004, All Rights Reserved

Analysis: Descriptive Touchpoint (84) Universe INTELLECTUAL Algorithm Meet Little Sister! Ambience Morphing L Assertion Moving On RA Authority Music U Authority Availability My Body LT PH Blocked Myth U Where To Work? /C Noise YS Image Projection Scheduling Bonding AL Captive Audience Online / Offline IC CI Where To Park? Celebration! On-Stage / Off-Stage AL SO Roles On-State / Off-Stage Class Distinctions Passiveness Way-Finding Patriarch Communication Exit Communication Communion Perceived Control Compartmentalization Prenatal EducationA Baby Sitter Noise Compartmentalization Perceived Risk Confidence Perceived Time Staff Attitudes Class Distinctions! Learning Online Access Constructed Meaning Prenatal Education Boundaries Phone Accessibility Conveniences Preparation Civility Patriarch Exercise Entrance Counseling Privacy Preparation Orientation Myth Created Experiences Development Procedure Ultrasound “Crash Places” Process Explanation Matriarch Courtesy Advocate Dialog Empty Gestures Disappointment Relationship Symbols Insensitivity Constructed Meanings My Body Time Distraction Rite of Passage Endearment Dialog Ambient Noise Sleep Music Empty Gestures Ritual Celebration! Rite of Passage Development Assertiveness Story Endearment Roles Trust Sense of Safety Entry Experience Sense of Comfort Comfort Place For Honoring Racial Discrimination Personal Items Ethnic Discrimination Sense of Safety Passiveness Exceptions Exceptions Show Me How Show Me How Exit Experience Soul Genuine Gestures Embarrassment Meditation Personal Hygiene Family Event Staff AttitudesSP Bonding Fear Story Confidence Helplessness IR Flow Surprise ITU Symbols AL Genuine Gestures Meet Granddaughter! Surprise! Anxiety Privacy The "Campfire" Grandma/Matriarch DU AL Disappointment! Greeting The Necessary People VI Meet Little Sister! Helplessness Transformation DI Honoring Trusted Guide IN Atmosphere Uncertainty Hosting Competence Ultrasound Symbolism Image Projection Uncertainty Fear Interpretation Way-Finding Leaning What to Wear? Matriarch Where to Eat? Meditation Where to Park? EMOTIONAL Meet Granddaughter! Whos Watching Kids? © HumanCentered 2004, All Rights Reserved

Synthesized User Archetype: Amy & Family { Mother: Amy Father: Jeff Infant:Crystal Sibling: Cody Grandmother: Diane The baseline unit of analysis, and the target for design should be those needs, desires and requirements of the nuclear family, with the common extension to an assisting mother/ grandmother role player.© HumanCentered 2004, All Rights Reserved

. Latent Opportunities 1. Comprehensive Orientation System 2. User-Centered Facility Affordance Features 3. Themed Environment 4. Program of Mother/Family-Perceived Control 5. Recording & Remembering 6. Legacy Organization Afﬁliation © HumanCentered 2004, All Rights Reserved

. Latent Opportunities 1. Comprehensive Orientation System 2. User-Centered Facility Affordance Features 3. Themed Environment 4. Program of Mother/Family-Perceived Control 5. Recording & Remembering 6. Legacy Organization Afﬁliationwhat if? © HumanCentered 2004, All Rights Reserved

2. User-Centered Facility Affordance FeaturesFamily "Day Room". Semi-private windowed space justfor immediate families to bond and share subduedinteraction in a warm, welcoming area outside of themothers patient room. Qualities: Natural light, deck/porch for fresh air, natural sounds, spot/ambient lighting,niche areas with sofas and reconﬁgurable pull-upseating. Destination for postpartum walking.!Dedicated, Family Waiting and Life Management Spacefor use by longer-term attending birth-parents (Jeff) andfamily (Diane). The point is to parse this specialpopulation out of the routine waiting space and give themthe area and semi-privacy they need to manage a long-term family care problem • Shower and restroom facilities • Kitchenette with sink and microwave • Tables • Work Desks & Phone • Public Desktop Computer • WiFi Network "Hotspot" Access © HumanCentered 2004, All Rights Reserved

3. Themed Environments • Inscribed Surfaces. Surprising, playful, thoughtful poems and childrens rhymes engraved or screen- printed on interior and exterior garden area surfaces –often in unexpected places. Childrens rhymes, etc. • Exhibit: "Infant Delivery & Care Across The Generations & Cultures". Permanent wall/hallway sponsored exhibit. This is a series of well researched and and produced panels offering an historical and multicultural context of the childbirth ritual in photographs, illustrations, encased artifacts, recorded personal anecdotes of well known and anonymous persons. • Child Waiting Area. Supervised, with toys, models, small library, interactive "themed" infotainment. Info for "Crystal" at her level on "whats happening to mommy and us" • "Generations Ambient Music Project". Brand- merchandised music compilation CDs of soft, appropriate background music channelled in public spaces • "Generations Footprint Mosaic Project". Ongoing, sponsored artwork: Fathers make the infants print and the prints are combined and used by an artist in a colorful series of mixed-media celebration works.© HumanCentered 2004, All Rights Reserved

4. Program of Mother/Family- Perceived Control • Choice of soft natural sounds and music options in L&D and postpartum mother rooms • Choice in meals, and options for call-in delivered food • Choice of baby blanket • Privacy in MFM testing areas • Choice of entertainment on in-room television or portable lap-held device: DVD, cable • User-controlled in-room zoned lighting • Two remotes per room • Picture ledge, shelves or nearby windowsill to display family photos, gifts, ﬂowers • Cellular signal access areas (if not throughout IMC) • WiFi hotspot throughout facility or in selected areas • Speakerphones in rooms for family conference calls • Fold-out chair and sofa to bed for family seating and spouse/mother overnight sleeping • Cabinets in L&D rooms for personal items • "House Mother" trained volunteer position to interact between care staff and families, to try and ﬁll-in, where necessary for missing role-player support to mother • Posted daily: "Todays Events" personal and public schedule of things to be expected at the Center • Carrying cart for transporting luggage, gifts and family stuff into and out of the Center© HumanCentered 2004, All Rights Reserved

Design for Services &Consumer ExperiencesSpring 20126-Modeling User Experience Design for services & experience

Service and Experience Design 6. Modeling User Experience

by HumanCentered on Feb 22, 2012

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Service and Experience Design 6. Modeling User Experience — Presentation Transcript