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Service Prototyping



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  • Homeless people have mobile phone
  • Because homeless people have phone.
  • Although they won’t be charged.
  • By using the web, we reduce the’ barrier to entry’, Got postivefeedback from many organizations.
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful


  • 1. service prototyping9 August Service Design Summer at Central Saint Martin, Ohyoon Kwon
  • 2. The people I worked with
  • 3. Most homeless people in Londonown a mobile phone
  • 4. For us it is everyday media, but for some it’suncomfortable and unusual.
  • 5. Service providers Other homeless/ ex- homeless people Outside worldThis is social media in a ‘homeless’ context
  • 6. Users have a variety of complex problems. Varying accommodationstatus and levels of habituation
  • 7. A quest through an unknownforest.
  • 8. 3 iterations, 10 weeks, 36 people
  • 9. 1. Discovery of limitations (2 weeks)• Used web-based SMS tool• Participants could send/ receive text for free• Participants: 7 from the Shelter 4 from thestreets• Only 4 people used the service• Managed to get feedback from 2 participants•Discovered limitations to run a pilot service•Mobile phone have to have a little credit to send a free message•Getting feedback from participants on the streets is very difficult• Theoretically a good solution but in reality developmentintensive, expensive and time consuming.• It made us look for any other technical alternative
  • 10. 2. Co-creation (4 weeks)• Change technical platform to Twitter• Participants got support to be able to sendmessages (got a pre-paid SIM, unlimited SMS)• Participants: 5 from the Shelter• 1 person stop using the service after 2 weeks• 3 participants became core-users• Developed 3-steps of engagement• Sign up – select information - participation• Co-created with the core-users
  • 11. 3. Implementation (6 weeks)• Implement homeless SMS service at anexisting service provider•Participants signed up to Twitter by web• Participants got incentive of a lunchvoucher (£2)• Participants: 20 from The Connection(homeless day centre)• 3 person stop using the service• 1 person lost his phone• Got feedback from 14 participants• Discovered different types of user behavior patterns• Users need education of using the tool• 6 weeks are not sufficient to implement service to a big organization
  • 12. To wrap up…
  • 13. 1.Communicating an abstract concept is difficult, but DON’T GIVE UP“You guys will fail” - 13 April, Ben Richardson, Activity worker at The Connection
  • 14. 2. Do not take ANYTHING for grantedWe know many don‟t have credit in their phone, but cannot imagine that how mobile company set a restriction on sending message to zero credit status.
  • 15. 3. Fail fast and LEARN QUICKLY
  • 16. 4. CORE USERS are essential to the projectCore users feel ownership on the project, expect higher engagements such as workshop, consultation and recommendation.
  • 17. 5. Be RESPONSIBLE because it is real to participants„How come there‟s not any smsmsgs; not even weather forecast?‟- @Twinbiecs
  • 18. 6. Protect the relationship with participants