Service Design process
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Service Design process

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Pittsburgh post gazette

Pittsburgh post gazette

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Service Design process Service Design process Presentation Transcript

  • Pittsburgh Post-Gazette THE FUTURE OF NEWS citizen SPEAKS Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES HU N T STATE ME N T To discover gaps in daily rituals of students in order to create a news platform that facilitates dialogue toward moral discovery Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES ( IN OT H E R WOR DS...) Take people from online, individual action to an offline, face-to-face dialogue. And make it mean something to them. Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES RE SE A R C H OV E RVIEW Surveys 90+ responses; Gather General Patterns Journals 5 participants; Daily account of Rituals Directed-Storytelling 5 participants; deep exploration into meaning of news Collage Activity 5 participants; reflection on past, present, and future rituals Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES SU RV E Y There was nothing we did not expect 98% of those surveyed got their news from computers, no one reads the Post Gazette and interests are in National news rather then Local. Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES J OURN A LS people are mostly 'ALONE’ while reading news primary sources: - website NYTIMES/ iphones and emails HEADLINES Pittsburgh: comfortably Numb? Pittsburgh: the Good, Bad and Ugly. Formal education is for living, self education / awareness for fortune Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES D IR E C T ED STO RY TELLING People are lonely, news attempts to fill a void News is interesting because of the source, how it affects network People interested in self-reflection what their news habits reveal Context affects impact Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES COL L AG E AC T I V ITY Difficult to sense an overview of a typical day. Participants mostly reflected on special rituals outside of Pittsburgh. Sacrificed life in Pittsburgh as a “layover” for bigger, better things. Desire to escape from school work/stress. News accessed through the web as a source of killing time. Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES SY NT H E SI S What we saw What it means What we’ll make people look to past & future rituals provide an important create a new ritual that has and sacrifice the present—it’s sense of catharsis and sense of community and is of Pittsburgh is almost a “layover” connection in stressful times value to an individual’s future people enjoy sharing news and Sharing is a form of action provide channels of sharing learn from each other. and am important news source news & new ways of interacting people were conscious of their activity on and offline is a allow people to reflect on their online identity & audience reflection of identity behavior through analytics Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • CON C E P T OV E RV IEW DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES Citizen Speaks is a new service layer for the Post Gazette that invites, people to speak up online and in person through article feedback channels and special-invite assemblies. Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • SYST EM OV E RVI E W DEFINITION RESEARCH SY N T H E S I S DESIGN OPPORTUNITIES Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • SE RV I C E B LU E P R INT PPG ONLINE AND MOBILE P H YS I C A L I N T E R FAC E Email reminder PG news article Text message Invite stored with topic links with vote feature invite to event in Citizen Pass & location details CITIZEN AC T I O N S Reads article Receives RSVPs yes Receives and votes event invite to event reminder L I N E O F I N T E R AC T I O N O N STAG E AC T I O N S LINE OF VISIBILITY B AC KSTAG E AC T I O N S Editors review Editors review voting & select guest list & event topics issue invites LINE OF INTERNAL VISIBILITY S U P P O RT P R O C E SS E S System generates System tracks System issues Analytics responses & reminder guest list with service publishes RSVP mix of opinions Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • C I T I Z E N S P E A KS E V E N T P H YS I C A L I N T E R FAC E Various writing Event signage, Round tables tools and online Group editing name tages with name cards interface resources CITIZEN AC T I O N S Debate & Writes draft Arrives at event, Finds seat Elects candidate discussion with of column, sends icebreakers at table to write draft other guests for group editing L I N E O F I N T E R AC T I O N O N STAG E AC T I O N S Editors and Editors and Editors and Editors and Oversees and reporters greet reporters move reporters facilitate reporters conduct assists with and make intros people to tables conversation election group edit LINE OF VISIBILITY B AC KSTAG E AC T I O N S LINE OF INTERNAL VISIBILITY S U P P O RT P R O C E SS E S Guest list info & Music cues Citizen passes signal on mobile devices seating time Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • C I T I Z E N S P E A KS E D I T I O N P H YS I C A L I N T E R FAC E Citizen Pass Text message Physical web or mobile publication notice newspaper interface CITIZEN AC T I O N S Receives news Reviews updated Reads and of published profile activity shares news column and analytics L I N E O F I N T E R AC T I O N O N STAG E AC T I O N S LINE OF VISIBILITY B AC KSTAG E AC T I O N S Editors send Editors review special supplement reading activity to press on supplement LINE OF INTERNAL VISIBILITY S U P P O RT P R O C E SS E S Newspapers Analytics printed & Service delivered Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • TR AD ITIO NAL SALE S M O D E L E XI STI N G STAG E OFFER CO N S I D E R AT I O N SELECTION POOL SIZE S E E P G A DS CO N S I D E R SUBSCIRBE SUBSCIPTION TIME Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010
  • ATTRACT E XP E R I E N CE CYCLE P RO P OS E D multiple entry points: COM P EL LING ADVO C ATE ORIE NT Share published Engaging and intuitive articles and online REVERBERATING ORIENTATING system for voicing activities with friends opinion on articles E X TE ND INTERACT G E N ER ATI VE E MB E DD E D Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Thursday, February 4, 2010