We are Snookhttp://web.fumsi.com/go/article/use/64147 design thinking starts with...
a note on language:user centred design;human centred design;user experience;service design;design thinking (+ more...)often interchanged, all related but eachhas its own distinct definition, historyand foundations
what happened?new customersexisting customers have a better experience,accomplish their goals more easilylibrarians and library staff devote more of theirto high value, high reward efforts. Blue tape measure by Darren Hester
what do you already know about the problem?good points? pain points?what do you need to be aware of for the future?challenges? opportunities?any themes and insights?share what you know
Dig deep.Ask for stories.Uncover feelings and emotions.Why is this important?What really matters?ask questions
Who are you designing for?What motivates them?What are their needs?What is their background?How do you design for their context?Where are there gaps?How can we build on their needs/changinglives? build a persona
Personal informationAge: 19Profession: full time studentField: DesignHome life: single, lives with parentsHobbies: hanging out with friendsPersonality: arrogant andambitiousAmelie the Undergrad“Do I need to know this topass?”• Inexperienced library user• Only interested in what’s required• Research is not a key part of thecourseBackgroundComputer usageLibrary usageKey experiencesExperience: highPrimary uses: IM, email, web, CreativeSuiteFavourite sites: Facebook, YouTube,Vimeo, Design MilkHours online per week: 40Works out of: library or homeDevices: laptop & any device she canget her hands onHow often (online): weeklyHow often (ofﬂine): few times a weekFor: study, meet friendsAdvanced features: rarelyReliance on library: high (fewalternatives)Material: booksUses: catalogueAmelie uses design books in the libraryto get ideas for projects. She does notrely on the library’s journal collections,her emphasis is on books. She usesthe online catalogue to get started butspends most of her time pulling booksfrom the stacks and looking for images.As a design student her work is veryproject focused with little researchrequired. Some of her projects arehighly independent, others involveworking in groups and building on ideasfrom her colleagues. Her studio workinvolves developing prototype designsby using Creative Suite software,constructing physical models, andsketching on paper. She relies on Getty Images and Flickr asgood sources for digital images. She hasfound it difﬁcult to search for imagesthrough the library..She has tried to use the “ask a librarian”feature but sometimes she gets thefeeling that there are not enoughresources to handle all the requests soyou have to wait for a reply. Amelie uses the library systems soinfrequently that she doesn’t get used tothem or build up tactics or strategies forsuccess. Amelie needs help to use thelibrary.If you don’t bring the book back on timeyou get an “outrageous ﬁne, somethinglike $30.” Zaana Howard 2012. Adapted from persona examples from Step Two Designs & Cornell University. Persona images courtesy of Flickr Creative Commons.