Becoming Design-Led : Lianza13 Conference

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A keynote presentation given on October 21 at LIANZA13, The Library and Information Association of New Zealand Aotearoa Conference, 2013. The talk explored how design strategies and tools offer us …

A keynote presentation given on October 21 at LIANZA13, The Library and Information Association of New Zealand Aotearoa Conference, 2013. The talk explored how design strategies and tools offer us ways to work with our communities to co-design and re-think our approach to future services, and even to defining the role and purpose of our organisations. This has a particular relevance for libraries who are facing significant changes to their traditional service models, and are in the (ongoing) process of evolving, redefining and extending their role and purpose in response to things like changing user needs, digitisation and new channels for search and discovery.

See the programme http://www.lianza.org.nz/news-events/conferences/lianza-conference-2013/programme

See the abstract http://www.lianza.org.nz/sites/lianza.org.nz/files/keynote_2_penny_hagen.pdf

More in: Design , Education , Technology
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  • Today I am going to look at design and it’s relationship to libraries.As you all know, libraries are facing massive changes, I believe that design can offer ways to help respond to some of the questions and challenges, and open up some of the opportunities.I know many of you are already on this journey. I’m hoping this talk will act as a platform to support further discussion and sharing over the next few days.
  • A talk about design could be a talk about any of these things.You might be familiar with some of these terms. While they all have their nuances and potentially come from different backgrounds, they all point to shift in the way that organisations are thinking about how they engage.
  • For the purposes of today I am going to distill all those words down to this focus.It is a big call and design is of course not a silver bullet. But this is a way of focusing on the opportunity. I’m using the term community, because it is more encompassing and kinder than user or customer. The talk today will first unpack what I mean by design and some of the key qualities that underpin design. We’ll look at how it is being applied in some examples, and the particular opportunity for libraries.
  • So what is design?
  • It is fundamentally about change. About moving from where we are now to a possible future.
  • It is also a process, an evolving set of methods and it is a way of working.There are lots of versions of the design process, this one is from the UK Design Council and it emphasizes that design is a problem setting, not just a problem solving activity. Don’t start by seeing a problem and trying to fix itWe see a problem, and try to understand the problem better, as this might create opportunities for seeing the problem differently, or responding to it in a completely different way. I’m not going to talk through the design process step by step as there are already many resources out there that do that for you.But I am going to briefly introduce four key design qualities
  • Design is people centred. So, traditionally organisations are used to seeing themselves from the inside out. Design asked us to see it from the outside in. From the perspective of our community. And the organisation looks quite different from this perspective. Things we think are obvious, can be big barriers for people, typical examples would be catalogue, or signage. Design encourages us to look at their world, and understand what is going on for them, what motivates them, the context in which our organisations does, or does not, become relevant to them. Design encourages us to see ourselves in relation to our community.
  • Design is also about making tangible and visual, making the intangible tangible. Almost the first thing we do when we start designing is to make things visual, start mapping out or building or sketching things. Making things tangible makes them available to others for sharing and feedback. It allows us to map and identify connections, and see things that don’t become available just through words. It is also about prototyping and explore abstract ideas in the concrete so they become more real and we can learn things about them. This can be quite different to traditional planning approaches.
  • Action-basedCan’t know everything at the beginning, learn as we goDesign gives us tools to try and out learn, before we fully commit, - prototypesDiscard things that don’t work, before we commitLike action research, cycles of doing and reflecting
  • FacilitationAligning and combing multiple perspectives. The tangible tools, and prototypes, are essential to supporting this process of collaboration
  • Traditional design has beenWhat we seeing now is these design tools and process being applied more broadly, and in different domains, to design services, organisationaAnd the collaboration nature of design is being used to open out the design process to non-designers, and to involve the community in the design processSo let me just show you some examples of what I mean
  • So I like to refer to it as the democratisation of the design process. (co-design) So how are organisations using it?
  • InspireDesign mental health services for young peopleIn order to ensure that those services are useful and usable and relevant, they involve young people in the design process..Involve young people
  • Example from a project to build an online service to connect young people to the right help serviceWhat is their current experience of helpful seeking
  • AFAO, similarFuture of HIV testing services
  • Prototyped their future experienceWhat is should look and feel like, who should be there, Involved in shaping the future of the servicesContextualise research data into concrete design inputs (what does convenient mean?)How do experiences different between rural and urban…
  • 15 minutes (11.20ish)So why are organisations like Inspire and AFAO using these approaches?Because it allows them to engage with their community to develop services that are more meaningful and relevant to their communityTo develop the right kind of services that are delivered at the right time through the channel most useful to that communityAnd therefore they are more likely to be used. Business context, use this customer experience approach $For these organisations its about greater impact, health, Libraries – research impact, social cohesion,
  • How are they doing it?Using design tools to work with their communities in a creative way, to understand their worldAnd how the needs and experiences of their community, intersects with what the organisation can offerValueAnd use this to drive new products and services, shape services in way that is more relevantOutside in thinkingFocus EffortsRights shaped servicesGreater Impact
  • So we can thinking about working with our community like this on three levelsAll of which are importantThe first is the level is the outside, our tangible services – we can work with the community to improve our existing services – the tangible touch points, websites, front desks, displays, programsWe can work with our community to rethink what kinds of services we should be delivering, what services are most relevant, And we can work with our community to understand and define the heart of the organisation, our role and our purpose, where can we offer the most valueSo you can see these are kind of going up in terms of levels of strategic positioning(AFAO and Inspire where the middle 2)Top one helps you work out where to spend your effort…
  • So what this all mean for lbirariesAll of these are really important, There is a huge movement to bring our community into these first questions – UX etcAnd of course the middle is important too.And there is real opportunity for libraries in in this central one libraries on in this central one – because there are so many external changes forcing us to ask and explore and re-evalute this question. These tools can help with negotiating some of these questions. And of course, if we are clear on the middle bit, on our purposes that gives us a strategic framework for making decisions about where we invest our effort. It helps us negotatiate some of the questions about whether we should be caering to x or y parts of the community, or whether x or y services are core for us. So, lets’ look at a few libraries that are using design approaches to work with their community across all three levels, and to explre this question of the future of the library
  • Hurstville Library – project earlier this year, and like many libraries asking some of those central questions, who are we, what is our role.Spurred on by RefurbishmentWanted to get voice of communityStrategic and pragmatic – across all three levelsRan co-design workshops with a number of different groups including seniors, parents and students
  • We also enquired about the best, most recent and most frustrating visit.What motivated them to come? What did they expect of the library? Where those expectations met?And have people marked up a map of the physical space, Learning things about signage, how people felt about different areas and suggestions for changes.
  • And to explore the different possible roles and spaces and services that a library might playWhat was interest or relevant versus not so important. We learnt what they valued, what the saw the purpose of the library as, e,g, a space of inspiration or focus
  • They also started to see how the role of the library, and its services could be shaped by the city itself, and the needs that the community had of Hurstville library
  • Opening the discussion up and thinking beyond just the functions of the library, out into thinking about the library in relation the city for example was important to enabling them to see new possibilities, See their role in new ways,How did their particular location and context impact the role they could play, so for exampleSo for example the library discovered through this process that being able to offer green space was a really important part of their role. [deliveringimpact]Getting this feedback from the community has lead to them changing their architectural plans. So this helps the library to think about where to invest and spend their efforts, where they can have the greatest impact in their community
  • This next example of libraries using design-lead approaches is one you may be familiar with.UTS Library, academic library at the University of Technology, Sydney, Many of you have probably heard some of Mal Booth the UTS University Librarian or some of his colleagues talks over the last few years about their journey exploring the Future of the Library for UTSThey are using the shifting site of the library, at the new site 80% of the collection will be underground, So they are rethinking their space, but they have also been undertaking a much broad change process around rethinking the library as a whole.So again, the questions for them are at all three levels, And they are using different design approaches and thinking to work with their community to explore those questions.
  • So they have looked to build an understanding of the needs and experiences of staff and studentsThey do this through specific research as well as collaborationsBut also through more playful and light weight engagements and feedback loopsSo this is the wishing wall – it started out as a paper board and has evolvedA more informal engagement tool that they use to keep playful dialogue open with their students
  • They have also engaged with Future students to better understand their needs and expectations of the library, this is a workshop from a high school exploring ideas of libraries with year 10 students
  • Also engaging with their staff, this is from a planning day where they are prototyping visions of the library of the future.Did this before they knew about design…Major design decisions…
  • Through this they have built up and understanding of what students and staff want or expect from their libraryOr ways to make the library more useful for their community
  • And they have been evolving their servicesSo for example. Rethinking things like what Information Literacy in our current contextAnd start to support students learning and discovery of information outside the traditiona library sourcesAnd through new kinds of toolsIn describing this process Jemima McDonald from UTS says, http://www.slideshare.net/malbooth/uts-library-future-service-model-with-notes pg 24
  • So whilst this process has enabled them to make changes, they are also building their vision for the role and purpose of the future libraryConnecting people, knowledge and culture at the centre of the library.(see Mals presentations for more)This is a strategic framework can be used to guide them towards where they should focus and spend them efforts in the future. A framework for letting goIncreasing services with no increase in staff. Creativity decommissioning. Ability to let go of things and focus on where there is greatest value.
  • For UTS this is design and redesign process is ongoing, Constantly looking for opportunities to co-design and collaborate with other parts of the communityImportantly they haven’t know where they are going…..in that first part of the diamondBut the use of design tools and strategies that emphasis looking from the outside in, experimentation and collaboration has given the tools and means to explore different ideas and to open up their redesign process for participation by their community
  • Next example is from the AUT library (they have lots of attendees here today too) They are already doing great stuff on the outside of the circle, like redesigning the website using user centred design approachesBut they are also looking for how design approaches can help them explore questions about who they are, what services they should be delivering in the futureAnd understand how they might potentially reconfigure their resources for the future.So they have initiated their own library of the future program, And that has started with internal capacity building about what it means to be user centred
  • So for for example their internal staff days they have played with creating personasWhich are a design tool to help us think about who our users are and what motivates themAnd these aren’t a substitute for actually doing research with your users, but they are a playful and accessible wayFor to kick of the conversations about how their community sees the world that all staff can participate inSo again these are playful tools or activities
  • And part of supporting this transition to involving staff and students in planning future services they ran series a co-design workshops for all AUT Library staffThis was an opportunity for library staff to explore the outside in view, Play with tools and techniques that could be used to work with the community such as user journey maps, What are journey maps: Which we can use to help map and understand people’s experience with different library servicesSo here is Larraine….University Librarian
  • And explore the different types of techniques that were available for engaging with the communityThe workshops were only two hours so only scratched the surface, but helped to just start the conversation about how they might support their commitment to involving usersAnd provided a shared platform and experience for all library staff, (60) to build upon
  • In reflecting on this process some of the staff have talked about the process stepping back from their librarian perspective and really
  • The outcome of their program has been that all major projects now involve some form of user consultation or input, at the beginning NOT JUST AT THE END And the idea of being user-centered and design driven is a framework for how they begin to rethink their future
  • 35 minutesWe’ve looked at what design is, and some its key qualities, And opportunities that design offers organizations, and libraries in particular both improve and redefine ourselves for greatest impactNodding, or curious…What it means The last two parts look a little bit at what it means to go on this journey, and some potential places to start. Lots of you already on this journey, feel free to add your tips using the hashtag #designjourneyLots of these are informed by discussions and reflections from the libraries I have mentioned and others.
  • 11.40ishAll examples of Libraries adopting design tools to work with their communityBetter understand intersection, value, impactTo help improve services, and identify new possibilities, but also use it look to understand and define their own unique role in relationship to their community, and use it to guide future decision makingAnd so clarity in the middle, about who we serve and why and how, helps with investment decisions on the outer layers
  • First of all its important to acknowledge that it is not an overnight thing, and that is ok.To embed designing thinking and design approaches into your organization does take time, so if it feels slow, that is ok.Something like
  • It does mean changing how we work.It should help our traditional planning process by providing tools and means to explore and evaluate different ideas, and involve our community, But it also means being
  • And you can see this in the principles that some of the principles that different design-led libraries have adopted. So AUT has …. And one of their LOF principlesAuckland Libraries has recently developed their vision for how they will be part of Auckland’s future, and this includes a customer focus and committee to work with their community on how they design and deliver servicesA central part of this prototyping and trying things out, and my favourite one from UTS on how DT has impacted their approachAll of these talk about a need to be more experimental and open, being prepared to try things and learn.
  • Principles of play and collaboration are also centralSo Auckland Libraries talk aboutAnd UTS points to:? qualities that already come very naturally to you,OR you might be employing them in some parts of the library, community engagement or childrens sections, … Are their ways that you can expand this out>
  • It means reshaping how you plan and go about decision making. You first look to understand the problem more broadly, and through the eyes of your community, before proposing and implementing something,Where traditionally we might have proposed and implemented something and then found out it didn’t work. The idea here is that we are working to make sure you have the question right first, and that the solution proposed is the best way to respond to that opportunity.As one staff member pointed out,
  • It is a changeBenefit from a champion – coach, remind, help build new organisationalhabbitsYou might be lucky enough to have a UX departmentBut everyone can be involved, it’s not just the remit of certain parts of the organisationThat is part of the strength of design tools is that they allow all different disciplines to participate, Thinking from the outside in – everyone contributes to the experience of our community in some way
  • There is a process, which provides some structureMessy, organic, As much about…response and open to the opportunities that arise out ofYou won’t end up where you expected to go, and that’s ok, that is really the point. Will be different for different libraries and people (some things we can share, but it is also about our particular context)
  • Working from the outside is a process of redefintionI am sure you are having this experience already, and you need to give yourselves permission to do that.To be open to new opportunities we need to be prepared to let some things go.When you step back and look at things you have been putting energy into for a long time, and realise that these are may not be the right way, there might be other quite different ways to get to that outcome, to get the outcome you are trying to get too.You need to give your self permission to do that, and to let go of somethings.
  • I kind of laughted when I put this in, because this kind of change is challnging, But it I am talking to a group of people who take on governments and free trade agreements and publishers so braveyis’n’t exactly something librarians lack
  • So those were some thoughts on what to expect on the design journey, Please feel free to keep adding your own thoughts and experiences to the #designjourneyNow let’s just take a quick look at some start points, for those of you wanting to get started.
  • So now in this final few slides lets give some thoughts to some possible start points if you are keen to get on the journey
  • Begin building a shared picture of your community and their world….And use this to think about this impacts on their experience and perspective of your organization and its services.If you are not already, start asking some of those core questions like
  • You can start to build that picture through formal research, but also through opportunistic encounters.Specific engagement programs likeThe photo diaries that MIT students did to record their xhabbitsOr this
  • You can start to build that picture through formal research, but also through opportunistic encounters.Turning existing touch points with community into data collection points….Look at existing ways in which you engage with your stakeholders, and think about how you can turn those engagements into “data collection points” So for example (UTS, Swinburne)Many of you will already have a great relationship with your community, how can you capture what you learn and know, share it, and use it as input for furture design conversations….Or use these opportunites to expliore future possibilities with your communitySo for example for AUT and UTS that means collaborations with students around projects, or turning liaison librarians into researchers, image http://magazine.wfu.edu/files/2012/02/photo-3-300x224.jpg
  • Start thinking about the kinds of decisions you are making in your organisationWhat level do they sit at?How might you involve your community in those decisions?We might already be asking what we can do better? Are we also asking what might we do differently?Alternatively, is there opportunities to reframe your questions more broadly, and explore them from different perspectives – that might crate room for different responses?To rethink future services with your community?
  • You face similar challengesBut you all have unique opportunities in terms of the community you serve, the context you are in and the resoures,
  • You don’t need a design agency. You can get a lot of work done internally if you have a champion, and there are great resources available online But you do need some partners or collaborators or coaches that can come and help you get started or that can provide some coaching or drive by support. Utilise the openess of the design community, join linked in groups, meetups etc. Go to Matt Kerrs session
  • Don’t worry about getting it right, because you wont know what right is until you have started trying. Go to Matt Kerrs talk - Start sketching and playing and buildingMaking things tangible
  • So….In summary,To come back to where we started, I believe that design provides us with tools and strategies to And it can do that on a range of levels.ImprovingRethinkingRedfining
  • Leave you with these final two thoughts..You can build your design capacity in a number of waysYou can start tomorrow
  • References: Design Thinking and UTS library. http://www.slideshare.net/malbooth/dt-vala-aug-2013-noteshttp://www.maya.com/portfolio/carnegie-librarySwinburneMIT Photo DiaryAarhausDarianUX WeaveLibraries Ideas Website Woollahrahttp://libraryideas.woollahra.nsw.gov.au/Gamestorming

Transcript

  • 1. Becoming Design-led Penny Hagen, #Lianza13 @pennyhagen
  • 2. Human Centred Design Customer Experience User Experience Design Innovation Participatory Design Co-design Design Futures Design Thinking Co-production User Centred Design Co-creation Design-Led Co-design
  • 3. A way to work with our community to create the future we want, and have the greatest impact.
  • 4. Design is:
  • 5. Design is: Now Possible Future
  • 6. Design is: Discover Define Develop Deliver UK Design Council Double Diamond Design Process
  • 7. 04 Qualities of Design
  • 8. 01 People-centred
  • 9. 02 Tangible & Experiential
  • 10. 03 Action-based
  • 11. 04 Collaborative
  • 12. Design is growing up
  • 13. A democratisation of design
  • 14. Inspire Foundation Designing youth mental health services with young people
  • 15. Inspire Foundation
  • 16. Australian Federation of AIDS Associations Designing Future HIV testing services with Australian men.
  • 17. Australian Federation of AIDS Associations
  • 18. Why? To develop services that are more relevant and meaningful for their community.
  • 19. How? Organisation Community
  • 20. Purpose Who are we? Who do we serve and why? What is our role? Organisation Service Strategy What services should we be offering? Services How can we improve existing services?
  • 21. Purpose Who are we? Who do we serve and why? What is our role? Libraries? Service Strategy What services should we be offering? Services How can we improve existing services?
  • 22. Hurstville Public Library Exploring the role of the library today and tomorrow
  • 23. MOST RECENT VISIT BEST EVER VISIT MOST FRUSTRATING VISIT Hurstville Public Library All the years I’ve been to the library, I didn’t know this was here! Tell us about your recent library experiences. Why do the books take up all the space by the windows?
  • 24. Hurstville Public Library
  • 25. A creative cultural hub is a natural extension for Hurstville library Library signage and the collection needs to reflect the cultural diversity of the city. Hurstville Public Library
  • 26. Library plays an important role: a quiet retreat, be technically sophisticated, The library shouldan escape from but not overloaded, it is still a sanctuary in the city hectic city life. The library should be technically sophisticated, but not overloaded, it is still a sanctuary in the city Hurstville Public Library
  • 27. Green space as well as books and buildings The library should be technically sophisticated, but not overloaded, it is still a sanctuary in the city Hurstville Public Library
  • 28. UTS: Library University of Technology, Sydney http://www.slideshare.net/malbooth/design-catalyst-ci-lab-notes
  • 29. UTS: Library
  • 30. UTS: Library http://www.slideshare.net/malbooth/design-catalyst-ci-lab-notes
  • 31. UTS: Library http://www.slideshare.net/malbooth/design-catalyst-ci-lab-notes
  • 32. UTS: Library http://www.slideshare.net/malbooth/uts-library-future-service-modelwith-notes
  • 33. We needed to stop expecting students to do it our way… whenever possible we needed to consider changing our thinking rather than the other way around. This is quite a big shift. http://www.slideshare.net/malbooth/uts-library-future-service-model-with-notes UTS: Library
  • 34. UTS: Library http://www.slideshare.net/malbooth/design-catalyst-ci-lab-notes
  • 35. UTS: Library
  • 36. AUT: Library Auckland University of Technology
  • 37. AUT Library
  • 38. AUT Library
  • 39. AUT Library
  • 40. “Most of us would say we are user centred and always have been, but that has often been from the point of view of what we think the users want, rather than seeing the users as active participants in the planning process.” AUT Library
  • 41. “It’s early days, but this approach has changed the way we approach all our projects.” AUT Library
  • 42. Going on the #designjourney What to expect? Reflections from those on the road…
  • 43. Library Community ?
  • 44. “It’s not an overnight thing…”
  • 45. It is a shift in how we work… Experimental, Playful, Collaborative
  • 46. Principles Learning by doing…like action research Experiment, innovate, learn Learning how not to start with knowing. AUT LOF principles Auckland Libraries Development Approach, Te Kauroa 2013-2023 UTS: Library
  • 47. Principles Collaborating and partnering for success Being collaboratively creative Revealing more comprehensive solutions through empathy and play Auckland Libraries Development Approach, Te Kauroa 2013-2023 UTS: Library UTS: Library
  • 48. Embedding users actively takes planning. “It means involving users all the way through, “not just at the end when we want to test usability or measure satisfaction” and that takes planning. “
  • 49. You’ll need a champion But everyone can (and should) be involved
  • 50. Expect the unexpected
  • 51. Give yourself permission to redefine yourself
  • 52. Be brave
  • 53. #designjourney
  • 54. Some possible start points…
  • 55. Begin building a shared picture of your community and their world Who do we serve? What is the intersection between the lives of our community and our organisation? How do they perceive and experience us?
  • 56. Formal engagements Diaries or co-design workshops Libraries Ideas Website Woollahra http://libraryideas.woollahra.nsw.gov.au/
  • 57. Opportunistic engagements UTS: Wallwisher http://www.slideshare.net/malbooth/uts-library-future-servicemodel-with-notes Interviews in the Stacks, Swinburne Academic Library
  • 58. Purpose Who are we? Who do we serve and why? What is our role? Organisation Service Strategy What services should we be offering? Services How can we improve existing services?
  • 59. Identify what is unique to you and your community
  • 60. Learn through involvement and mentors
  • 61. Start somewhere. Start anywhere. “Even if you adopt these approaches only to a limited extent, they will expand your knowledge of your users and their experiences of your service” AUT Staff member
  • 62. Design is a way to work with our community to create the future we want, and have the greatest impact.
  • 63. You can build your design capacity in a number of ways And you can start tomorrow
  • 64. Thank you
  • 65. References Design as Catalyst UTS , Mal Booth http://www.slideshare.net/malbooth/design-catalyst-ci-lab-notes Design Thinking and UTS Library Presentation, Mal Booth .http://www.slideshare.net/malbooth/dt-vala-aug-2013-notes UTS Library Service Model, Mal Booth & Team http://www.slideshare.net/malbooth/uts-library-future-servicemodel-with-notes Libraries Ideas Website Woollahra http://libraryideas.woollahra.nsw.gov.au/ Libraries in Aotearoa New Zealand – 2013 Lianza http://www.lianza.org.nz/news/2013/jul/1/libraries-aotearoa-newzealand-2013 Te Kauroa - Future Directions 2013-2023 http://www.aucklandlibraries.govt.nz/EN/About/Documents/ futuredirectionsfull.pdf Design the Box Activity : Gamestorming Book http://www.gogamestorm.com/ McKay, D., & Conyers, B. (2010). Where the streets have no name: how library users get lost in the stacks.Originally published in Proceedings of the 11th Annual ACM SIGCHI NZ Conference on Computer-Human Interaction (CHINZ 2010), Auckland, New Zealand, 08–09 July 2010 (pp. 77–80). New York: ACM.Available from: http://doi.acm.org/10.1145/1832838.1832852image Image of Library Books: http://www.flickr.com/photos/ ccacnorthlib/3554628032/
  • 66. Design Toolkits Co-Designing Thriving Solutions: A prototype curriculum for social problem solving http://www.tacsi.org.au/assets/Uploads/Co-designingThrivingSolutions.pdf http://www.tacsi.org.au/assets/Uploads/CodesigningThrivingSolutions.pdf See also http://www.tacsi.org.au/co-design/our-approach/ Design methods for developing services. Design Council, London, UK. http://www.innovateuk.org/_assets/pdf/design_methods_services.pdf Health Service Co-Design A toolkit for Cco-design in Healthcare developed by Hilary Boyd, Stephen McKernon and Andrew Old and hosted by the Waitemata District Health Board http://www.healthcodesign.org.nz Human Centred Design Toolkit. IDEO’s Human Centred Design Toolkit (they also have an educators version) http://www.ideo.com/work/human-centered-design-toolkit/ Prototyping Public Services Guide NESTA (and companion Prototyping Framework by NESTA/Think Public) http://www.nesta.org.uk/events/assets/features/prototyping_in_public_services Social Design Methods Menu. Kimbell, Julier (2012) Fieldstudio Ltd, London, UK. http://www.lucykimbell.com/stuff/Fieldstudio_SocialDesignMethodsMenu.pdf