Input: User-centred Design / Global Service Jam Berlin 2011

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An input given by Anastasia Gramatchikova and Martin Jordan during Berlin’s Global Service Jam on March 11th at Fjord’s Berlin office. The presentation gave an introduction for the event’s participants into user-centered design methods, service design and design thinking tools.

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Input: User-centred Design / Global Service Jam Berlin 2011

  1. 1. Hello!
  2. 2. ServiceDesign
  3. 3. User- centeredService DesignDesign
  4. 4. Multi-disciplinarity
  5. 5. Brand Experience Industrial Consulting Engineering Media Sciences Online Concepts & UI Research Experience Strategy & Design Information andCommunications & Marketing Communication Technologies for Computer Sciences Development Teaching & Philosophy Design Research Strategic Physics Theatre Communication & Planing Innovation Management Service Innovation Project & & User Experience Product Managing Digital Communication Psychology Media Studies Interaction Design Service Design Product Design Political Sciences Graphic Design Literature, Art Direction language and culture Journalism
  6. 6. Methods &frameworks
  7. 7. D-School Potsdam
  8. 8. d.school Standford
  9. 9. IDEO
  10. 10. Fjord
  11. 11. Empathize
  12. 12. Empathy:What?Empathy is:
  13. 13. Empathy:What?Empathy is:» when you feel what the other person is feeling.
  14. 14. Empathy:What?Empathy is:» when you feel what the other person is feeling.» when you can mirror their expression, their opinions, and their hopes.
  15. 15. Empathy:Why?
  16. 16. Empathy:Why?» to understand people, and their spoken and unspoken needs
  17. 17. Empathy:Why?» to understand people, and their spoken and unspoken needs» to discover the meaningful challenge to take on
  18. 18. Empathy:How?
  19. 19. Empathy:How?» without judgment» with a beginner’s eyes» with curiosity» optimistically» respectfully
  20. 20. Empathy:How? say think do feel
  21. 21. Define
  22. 22. Define:How? User
  23. 23. Define:How? User + Need
  24. 24. Define:How? User + Need + Insight
  25. 25. Define:How?Sketches: George Kembel / D-School Stanford
  26. 26. Define:How? » www.ServiceDesignToolkit.org
  27. 27. Ideate:How? Ideate
  28. 28. Ideate:How? a few tips
  29. 29. Ideate:How? Go for quantity
  30. 30. Ideate:How? Keep it short
  31. 31. Ideate:How? Encourage wild ideas
  32. 32. Ideate:How? Defer judgment
  33. 33. Ideate:How? Build of the ideas of others
  34. 34. Ideate:How? One conversation at a time
  35. 35. Ideate:How? Stay on topic
  36. 36. Ideate:How? Be visual
  37. 37. Prototype:Why? Prototype
  38. 38. Prototype:Why?» Fail early, fail cheap.» Show, don’t tell.» Build to think and learn.» Doing & making over thinking and meeting.» Thinking with your hands.
  39. 39. Prototype:How?Paper prototype of a news app for iPhone usingpost-it notes to quickly iterate screen.
  40. 40. Prototype:How?Paper prototype of an iPad news app using a duct-taped iPhone on its back w/ Skype real-time chat toprototype a chatroulette-like instant chat function
  41. 41. Prototype:How? The chat partner is placed just few meters away using a Skype on a computer w/ printed crowd in the background to mock-up the location in Bengasi, Libya.
  42. 42. Prototype: The test-user’s reaction can beHow? easily measured and input be given quickly.
  43. 43. What else?
  44. 44. Pleaseadd your own experiences …
  45. 45. This input session was given duringGlobal Service Jam Berlin 2011 in March 2011by Anastasia Gramatchikova and Martin JordanIt is partly based on a input presentationheld by George Kembel at HPI D-School Potsdam.

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