Jan-Christoph Zoels 2.10.2012: Making sense of the world


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Jan-Christoph Zoels 2.10.2012: Making sense of the world

  1. 1. Making sense of the worldEngaging people in sustainable living and planningJan-Christoph Zoels
  2. 2. Title About us. We are an international experience Our approach Conduct research design consultancy, helping companies and Develop strategies organizations to innovate their products, services Create solutions and processes by putting people first. Design prototypes Test results Experientia was founded in 2005 and is based in Turin, Italy. Our deliverables User research insights Design strategies Design concepts Experience prototypes Usability recommendations Designed by Experientia 2
  3. 3. Our clientsNorth America Europe AsiaAdaptive Path USA Alcatel-Lucent France, Spain Ferrero Italy Max Mara Italy ASUS TaiwanConifer Research USA AVIS Italy Fidelity International UK Nokia Denmark Finland France Haier ChinaCVS-Pharmacy USA Barclays Italy, UK Fideuram Bank Italy ProntoSeat Italy Hewlett Packard IndiaIntel USA Blyk Finland, UK Fiera Milano Italy Samsung Electronics, Italy, Samsung Electronics Italy,Keep Sight USA Casa.it Italy Finmeccanica Italy Korea, UK Korea, UKKodak USA Cittadellarte Italy Flanders InShape Belgium Sitra/SRV FinlandMicrosoft USA City of Genk Belgium Foviance Italy Swisscom Switzerland IndustriesMotorola USA City of Kortrijk Belgium Fujitsu-Siemens Germany Techno System Italy Architecture & urban planningRed Hat USA Condé Nast Italy GranStudio, Italy Toncelli Cucine Italy Banking & financeSAP Germany, USA CSI-Piemonte Italy Idean Finland Torino World Design Capital Consumer productsSC Johnson USA Dada.it Italy Intel UK Italy FashionTandem Seven USA Design Flanders Belgium ISTUD Foundation Italy Unicredit Bank Austria Italy Public sectorThompson CompuMark USA Deutsche Telekom Germany ITC-ILO Italy UPA Italy Health & well-being élogos Spain Kortrijk Xpo Belgium Vodafone Germany Italy UK IT & software Expedia UK Last Minute UK Whirlpool UK Media & entertainment Facem Tre Spade Italy Logitech Switzerland Telecom Travel & tourism
  4. 4. Our services. People UnderstandTitle In-depth understanding of user needs through observation and analysis Context User profiles Ideas Envision Design Research on future scenarios User-centered and strategy development design concepts and strategies Scenarios Design specification Experience Touchpoints Test Prototype Comprehensive usability analysis Strong user experiences Implementation support Iterative prototypes Designed by Experientia 4
  5. 5. Research techniques. Understanding people focuses onsharing, shaping and evaluating experiences.Sharing Shaping EvaluatingField observations Ideation Heuristic evaluationContextual interviews Brain & bodystorming Scenario testingMystery shopping Concept development Usability testingDiaries Scenario design Pre-launch analysisVisual stories Participatory design Post-implementationPersona development Interaction design assessmentCard sorting Industrial design Service design PrototypingDesigned by Experientia 5
  6. 6. ExperientiaDesignprinciples Tracking responses Designed by Experientia
  7. 7. Design methodsStakeholderengagement Stakeholder engagement Levels of public participation Inform > Aim: to encourage and support spontaneous citizens Consult > participation in the decision making process and to involve Involve > stakeholders and local companies in building a competitive Collaborate > ecosystem of initiatives and services Empower Outcome: “encouraging more active involvement by Claire Gray, Stakeholder handbook, REVIT EU program communities and other stakeholders: • improvement in the quality and sustainability of public and private-sector services • building greater community cohesion • tackling complex problems in public sector service design and delivery” Designed by Experientia
  8. 8. CASE STUDY 2010 —Low2No Low carbon living - Sitra/SRV. As part of a team made up Location of international engineering and planning firm Arup Jätkäsaari, Helsinki, Finland 23,000 m2 residential (London) and architectural firm Sauerbruch Hutton 6,000 m2 office & incubator (Berlin), Experientia won an international competition to 1,600 m2 retail and services develop a building block in the city of Helsinki, Finland, which will have low or no carbon emissions. Clients Sitra, Finnish Innovation Fund It has an integrated approach to energy efficiency, with high SRV, developer architectural, spatial and social values and constructed VVO, housing agency with sustainable materials, methods & operations. Time frame Jätkäsaari covers a plan area of 100 hectares of mixed-use 2009 Competition, 1st prize development and infrastructure and will house circa 16,000 2010–11 design phase 2014 Completion inhabitants and 6,000 new jobs. www.low2no.org Designed by Experientia 9
  9. 9. An architectural rendering by Sauerbruch Hutton ofthe future low-to-no carbon district.
  10. 10. CASE STUDY 2010 —Low2No Title Create value through innovative processes. Our approach Experientia is responsible for the workstream “Low carbon Ethnographic research User & stakeholder interviews lifestyles - enabling behavioral change”, designing energy Personas & scenarios demand management solutions such as advanced smart Concept design meters, mobile applications and services as well as designing Participatory design workshops and coordinating “mixed use” service offerings. Prototype development Strategic communications Participatory design processes with stakeholders, local entrepreneurs and future residents ensure the fit within the Our deliverables Finnish culture. Research analysis Behavioral change models Personas & scenarios Concept development Interactive prototypes Designed by Experientia 11
  11. 11. CASE STUDYExperientia 2010 —DesignLow2Noprocess Connectivity and citizen engagement Strategic interventions è Involve local entrepreneurs in developing a competitive Awareness and engagement ecosystem of products, services and initiatives Self assessment è Favour spontaneous participation in the decision making Community action process Cultural leadership è Support stakeholders in creating a synergic team and sharing a common business code è Engage local residents through collaborative and participative activities Designed by Experientia
  12. 12. CASE STUDYExperientia 2010 —DesignLow2Noprocess Decision making Open yard Creative workshop Mock-up Service prototype Blog Interviews Scenario workshop Experience prototype Guided tour Analysis User observation Planning for real Post-occupancy Cultural probe evaluation Designed by Experientia Definition > Concept > Design > Production info > Construction > Post-occupancy
  13. 13. Tell them and they’ll forget;Demonstrate and they’ll remember;Involve them and they’ll understand”Geller, 1989
  14. 14. Awareness Empowerment Ownership Public Inform Consult Involve Collaborate Empower participation goal Main features Promise to people Referencemethodologies * Designed by Experientia Increasing level of public impact Increasing level of public engagement
  15. 15. CASE STUDY 2010 —Low2No Title Facilitating and enabling behavioral change. Engagement and Awareness Community actions è Make behavioral change easier and convenient è Utilize social reputation as behavioral enforcer è Present meaningful and contextual information è Co-monitor to effect policy change è Enable choices è Share common values è Create tools for evaluation è Create a pool of shared knowledge è Facilitate cognitive, emotional and sensorial è Enable support networks appraisal Self assessment Leading by example è Translate understanding into actions è Facilitate open dialogue between public/private è Set targets to make information measurable è Make backstory transparent and actionable è Create public incentives to sustain change è Simulate impact or alternatives è Model behaviors è Provide immediate feedback è Provide feedback loops to constantly refine è Reward to create and sustain change processes and policies Designed by Experientia 17
  16. 16. CASE STUDY 2010 —Low2No Title 50 behavioral change solutions. Experientia designed fifty initial ideas for tools and services that could facilitate behavioral change in Jätkäsaari. These included: • technological solutions, such as • public installations, such as smart meters, dynamic pricing systems, artworks catalyzing energy and data on cost and peak usage; consumption reduction; • participatory solutions, such as • business initiatives to encourage games, competitions, workshops and private and public entities to get websites; involved. Designed by Experientia 18
  17. 17. 2010 —Low2No Commercial, mobility and social services complement the behavioral change intervention.
  18. 18. 2010 —Low2No
  19. 19. CASE STUDY 2010 —Low2No Services: The Food Hub. A “Food Hub”, offering services related to the purchase, consumption and sharing of food, an ethical and sustainable alternative to the products commonly offered in the Finnish market. è Purchase: a sales point and open market to buy biological and seasonal products provided by a network of local producers (Community Supported Agriculture scheme); è Consumption: a 0-miles restaurant, with catering services and a cafeteria providing biological products; è Sharing: cooking courses, a meeting room for cooking lessons and informal work meetings, and a green house. Designed by Experientia 23
  20. 20. CASE STUDY 2010 —Low2No Services: Eco-laundry. Uses highly efficient practices and detergents with a low environmental impact. It provides: è a support service for reusable diapers for individuals and the daycares in the region; è services and lessons in sewing, washing and caring of textiles; è home delivery for individuals and businesses in the area. Designed by Experientia 24
  21. 21. CASE STUDY 2010 —Low2No Services: communal sauna. An eco-friendly response to the presence of a private electric sauna in most Finnish homes. The sauna will be a traditional, wood-fueled sauna, providing spaces for families, friends and small work groups. Communal areas will be furnished with fires and wood logs, with catering provided by the Food Hub. The heat generated by the sauna will be reused to heat a local greenhouse. Designed by Experientia 25
  22. 22. CASE STUDY 2010 —Low2No Live & work. In collaboration with various stakeholders Experientia conceptualized incubator, live&work and office facilities. A living lab arrangement will test resulting outcomes. The co-working/incubator space will serve three needs: è incubating start-ups related to Sitra’s innovation programs; è hosting micro start-ups selected by venture funds or external innovation programs; è desk-sharing of professionals from the “public”. Designed by Experientia 26
  23. 23. CASE STUDY 2010 —Low2No Award-winning service design. Experientias service platform design for Low2No won the prestigious Italian National Prize for Innovation in Services, 2011. The Low2No service platform will contribute to making sustainability an integral part of the daily activities and lives of the residents and workers of the area. Experientia worked with carefully selected local entrepreneurs to design multiple businesses with a good fit with the soul and mission of the zone. Designed by Experientia 27
  24. 24. Design methodsOpen source From open source software to hardware and services Open source hardware Aim: “Open source hardware is hardware whose design is http://freedomdefined.org/OSHW made publicly available so that anyone can study, modify, distribute, make, and sell the design or hardware based on that design.” Outcome: “Open source hardware gives people the freedom to control their technology while sharing knowledge and encouraging commerce through the open exchange of designs.” Designed by Experientia
  25. 25. Arduino History Created by Prof Massimo Banzi“Arduino is an open-source electronics prototyping platform & team at Interaction Designbased on flexible, easy-to-use hardware and software. Institute Ivrea, 2004 Initial investment 250 000 €Its intended for artists, designers, hobbyists, and anyoneinterested in creating interactive objects or environments.” http://www.arduino.cc/
  26. 26. The prototyping toolbox Gillian Crampton Smith“All designers have their medium: for a product designer it The prototyping toolboxmay be plastics, for an architect brick or concrete, for a Map design by Giorgio Oliverographic designer litho printing ...Until recently, this medium was only accessible to engineers:designers weren’t able to work directly with programming andelectronics to develop and test their ideas.”
  27. 27. Designed by Experientia
  28. 28. Myriel Milicevic Neighbourhood Satellites 2005
  29. 29. Natalie JeremijenkoFeral Robot Sniffer Dogs 2002
  30. 30. Japan Geigermap - Haiyan Zhang “This map visualises crowd-sourced radiation geiger counter readings from across Japan. Click on the labels to get more information on the source of each reading.” http://japan.failedrobot.com/Designed by Experientia
  31. 31. Lapka Modules Radiation“Your very own environmental monitor! A precise and Humiditybeautiful set of devices designed to measure and play with EMFthe hidden qualities of your environment” Organic http://mylapka.com
  32. 32. Design methodsParticipatorydesign Participatory design Aim: to shape the concept and design of new products and services through the direct involvement of users or consumers in the design process. Outcome: co-creation and cross-fertilisation among various professions in a foresight activity. These design projects can become symbolic processes able to engage people in constructing their own context and ‘point to something meaningful’ that they have constructed (Stacey et al., 2000). Designed by Experientia
  33. 33. CASE STUDY 2011 —FredericiaC Location Engaging citizens in Frederica. Experientia Fredericia, Denmark participated, together with Arup and Effekt, in a parallel competition for the urban development of 22h in Clients Fredericia, Denmark. Realdania City of Fredericia The FredericiaC development board involved Experientia in the making of the development plan, which stems from a Time frame combination of the best ideas in the winning proposals. 2011 Competition, 2nd prize Based on the competition entry, Experientia contributed on 2012–15 design phase the design of temporary events and spaces for FredericiaC, 2025 Completion and to engaging citizens in the build-up to the project master plan. www.fredericiac.dk
  34. 34. 2011 —FredericiaC Business as usual: Breakdown of developers 40 year carbon footprint (metric tonnes of CO2e) Copyright Arup
  35. 35. CASE STUDY 2011 —FredericiaC Building a process for people to flourish. To focus our attention on bringing the community to work with us in defining this place, its vision and its outlook. Building a process for low carbon development. We strongly believe that Fredericia C can be a magnet for low carbon initiatives and investments, starting with low carbon mobility, buildings and services. Building a place over time. We want Fredericia C to be conceived as a place where every action, every effort, every investment remains there, adding richness, value and attractiveness to the place. Designed by Experientia 41
  36. 36. CASE STUDY 2011 —FredericiaC people participation strategies Title We proposed a method integrating development in four key perspectives of the plan: Integrated process. We proposed a method integrating development • Time - Planning for a transitory development in four key perspectives of the plan: • People - Involving people throughout the process ••Space and environment - Creating development Time - Planning for a transitory sustainable places • Socio-economy - Stimulating the economy • People - Involving people throughout the process • Space and environment - Creating sustainable places • Socio-economy - Stimulating the economy Designed by Experientia 42
  37. 37. PeopleCASE STUDY 2011 —FredericiaC People participationstrategy participation design strategies Title 1 Awareness 2 Empowerment 3 Ownership Stimulate awareness of the Empower and build human Stimulate ownership through changes that are going to capacity - building, participatory development involve the site and of the exchanging and creating strategies (partnerships, potential of present and future skills as a way to empower governance, resource pooling) residents, and their individuals and open new in Fredericia; communities, to shape it. employment opportunities; “Cities innovate when people mix, mingle, sharing and combining ideas from different vantage points and traditions. That mixing takes place on shared infrastructure and shared spaces that bring people together” Leadbeater, 2007 Designed by Experientia 43
  38. 38. CASE STUDY 2011 —FredericiaC Personas: the growers of FC Scenario design Title Designed by Experientia 44
  39. 39. A life path in Fredericia Designed by Experientia
  40. 40. CASE STUDY 2011 —FredericiaC Ideas for temporary uses of Fredericia Shipyard. Designed by Experientia
  41. 41. How Fredericia grows until 2036 Title Designed by Experientia 47
  42. 42. Trackingresponses
  43. 43. Design methodsProcessflows Process flows Aim: Visualised representations of the interactions between the user and product or service functions in the design solution. Outcome: “…a proper visualisation is a kind of narrative, providing a clear answer to a question without extraneous details.” Ben Fry: Visualising Data, 2007 Designed by Experientia
  44. 44. Aaron Koblin_Flight Patterns
  45. 45. Designed by Experientia
  46. 46. Designed by Experientia Sugarstacks.com
  47. 47. Iota Partners - IoT data driven user research http://www.iota-partners.com/Combines experience based research and innovation withsensor technologies and analytics to provide businessintelligence and strategy.Designed by Experientia
  48. 48. Designed by Experientia
  49. 49. Design methodsOpportunitymaps Opportunity map Aim: A qualitative and experience-based analysis aimed at identifying gaps in the current user experience in order to reveal new business opportunities. The analysis is often structured through a matrix of roles, career stages and tasks, or a description of activities, information sources and needs. Outcome: Opportunity maps help to discover desired qualities, and to support, enhance and change priorities and strategy development. Designed by Experientia
  50. 50. Design methodsOpportunitymaps Designed by Experientia
  51. 51. 2010 —Low2No Designed by Experientia
  52. 52. CASE STUDY 2010 —Low2No Advanced smart meters. The Low2No concept prototype is a holistic, people-centered, advanced smart meter. We have envisioned an empowering smart meter that tracks personal carbon footprint, offers handy tips to reduce it and connects people to a like-minded community. User requirements: è Provide contextual realtime feedback è Analyze personal consumption (energy, water, waste, etc.) è Incentivize reduced consumption through social reward systems è Integrate controls - holistic approach è Design intuitive and meaningful interface controls Designed by Experientia 59
  53. 53. CASE STUDY 2010 —Low2No Check, Compare, Act. We identified core tasks a smart meter must enable: è Check personal energy consumption information, People need clear, quickly understandable information, raising awareness and understanding of real-time visualized in a way that makes sense to them. consumption; è Compare personal consumption with peers, Ability to compare behaviors, products, past behaviors, goals, patterns and trends, services, etc. to averages and comparisons between similar offerings; and goals. è Act to control consumption, through interactions Build from short-term to long-term changes. offering personalized real-time tips and the ability to program and modify household settings. Designed by Experientia 60
  54. 54. CASE STUDY 2010 —Low2No Fast changing smart metering landscape. Nest learning thermostat ”NEST learns from your è Large scale role-outs in US, Europe, Asia temperature adjustments, programs itself to keep you è Efficiency gains for energy providers, less impact on end comfortable, and guides you to users. Why? energy savings. You can control the thermostat from è New entrants into market: Navetas, Intel, Belkin, GE, anywhere using a smartphone, tablet or laptop, and Nest Nest, etc. never stops learning, even as your life and the seasons è Market exit: Google Powermeter, Microsoft Home. Why? change.” è Emergent technologies: energy disaggregation, behavioral learning apps è Extensive market research Designed by Experientia 61
  55. 55. CASE STUDY 2010 —Low2No Insights to improve end user experience. è People use circa 1min a day to monitor energy consumption è Realtime feedback is effective: 5-15% energy reduction (Oxford Uni, Uni of Otago) è Provide motivation to reduce consumption: positive feedback cycle, show top 5 - 9 appliances, tips for energy consumption, goal setting tools è Simplicity of data comparison: less than 7 data points è Influence of display medium impact on customer actions: in-home displays 28%, web portal 9% (Fraunhofer USA) è Connect energy consumption to everyday life: open API, measurable results, continued engagement, social network integration è Engage people in installation process Designed by Experientia 62
  56. 56. CASE STUDY 2010 —Low2No
  57. 57.
  58. 58. Low2No, smart metering solution designed by Experientia®, 2010 Stories, consumption monitoring iPhone application designed by Experientia®, 2012EcoFamilies, resources consumption portal designed by Experientia®, 2012 Building dashboard, home management tablet app designed by Experientia®, 2012
  59. 59. Design methodsOpen yard Open yard Aim: A set of initiatives hosted on a project site during the start-up, design and construction phase (e.g. workshops, events, community activities). In this way, future inhabitants can be informed directly about the progress and can start seeing the area as their own. Public events for inviting participatory contributions from residents and visitors can be hosted at the project site (e.g. ‘Good participation’ games). Outcome: Engagement, co-funding, business plan evaluation. Designed by Experientia
  60. 60. SITRABrickstarter From NIMBY to YIMBY Aim: “Brickstarter enables everyday people, using everyday technology and culture, to articulate and progress sustainable ideas about their community. Brickstarter is a platform to turn possibilities into proposals into projects. Outcome: ‘a Kickstarter for development of shared spaces and resources’: • community decision-making; • new engagement tools; • long-term investment in sustainable infrastructure; participation and representation; • prototyping as research, iteration as planning; • user-centred redesign of governance and legislation; • different relationships between citizens, businesses and governance; • potentially even prototypes of political systems.” Dan Hill, Brickstarter.org/background-thinking/
  61. 61. SITRABrickstarter Designed by Experientia
  62. 62. SITRABrickstarter http://brickstarter.org/brickstarter-prototype-sketches-questions/#comment-386
  63. 63. SITRABrickstarter
  64. 64. SITRABrickstarter
  65. 65. SITRABrickstarter http://brickstarter.org/brickstarter-prototype-sketches-questions/#comment-386
  66. 66. Design methodsEngaging 12 Steps Toward a Better Neighborhood The Neighborhood Project: Using Evolution to Improve My City,communities David Sloan Wilson One Block at a Time David Sloan Wilson 1. Create a Neighborhood Identity. 2. Develop an agenda. 3. Meet face-to-face under pleasant circumstances. 4. Be inclusive. 5. Share the work and make it proportional to benefits. 6. Make decisions by consensus or by another process regarded as fair by group members. 7. Monitor good behavior. 8. Graduated sanctions. 9. Fast, fair, conflict resolution. 10. Gain the authority to make your own decisions. 11. Work with other groups, large and small. 12. Plan for the longevity of your group. Designed by Experientia http://www.onbeing.org/program/feature/12-steps-toward-better-neighborhood/4723
  67. 67. Design methodsExperienceprototyping Experience prototyping Aim: “a form of prototyping that enables design team members, users and clients to gain first-hand appreciation of existing or future conditions through active engagement with prototypes.” Outcome: Facilitates shared values across team members in “understanding of existing experiences, exploring design ideas and in communicating design concepts”. Buchenau, Marion; Suri, Jane Fulton: Experience Prototyping. ACM 2000 Designed by Experientia
  68. 68. ICUExperience prototypingScenariolab 2D鳥瞰 從建築師的平面圖 拉出比例模型 讓醫護人員從鳥瞰的角度 OR 談他們的經驗與需求 ICU 3D佈局 打造1:1的白模空間 讓醫護人員檢視 現有空間的樣貌 OR 以作為4D的討論起點 Healthcare environments: ICU & OR, Swungho Hospital Iterative experience modeling approach from 2D to 3D to built; stakeholder participation across all project stages
  69. 69. ICUExperience prototypingScenariolab 4D實演 醫護團隊進入白模劇場 從親身演練到可能性排列 讓建築師與醫療團隊 OR 共創具體與可行的方案 ICU 建置完成之加護病房 Healthcare environments: ICU & OR, Swungho Hospital Iterative experience modeling approach from 2D to 3D to built; stakeholder participation across all project stages
  70. 70. Philips Medical Ambient Experience project, 2004Use of projection technologies and miniature devices “to customizethe immediate environment in healthcare facilities for people whohave to undergo examinations such as CT or MR scans”Philips: Breathing life into delicate ideas. 2006
  71. 71. Journey home planner, UKHelping mothers to understand the healthcare procedures
  72. 72. Title philips Designed by Experientia Studio KLV_Dynamicon museum 87
  73. 73. CASE STUDY 2012Prismakitchen Prisma kitchen - Toncelli Cucine. Experientia Our approach Benchmark of current designed Prisma, a high-tech, minimalist and dynamic market offerings kitchen, for Toncelli, an international leader in luxury Design strategy kitchens. Concept development Industrial design Prisma contains exclusive built-in appliances and Interaction design interactive touchscreen technology from Samsung. Implementation support Communications design The sliding chopping board and lazy susan integrates Trade fair stand design a stand for a tablet computer. Experientia also redesigned Toncelli’s 2012 communications materials, and the Eurocucina 2012 trade fair stand. Designed by Experientia 88
  74. 74. Designed by Experientia 90
  75. 75. CASE STUDY 2012Prismakitchen Designed by Experientia 91
  76. 76. ExperientiaDesignprinciples Tracking responses Designed by Experientia
  77. 77. Design principles Spot, embrace and fuel change Explore weak signals. Embrace ambiguous paths of exploration from foresight to design thinking in creating value. Take risks and don’t be afraid of failures. Empathise with people and cultures Discover people’s aspirations and make them tangible. Be inspired by progressive behaviours Provide a clear understanding of Progressives and their role in societies. Act upon people’s insights to structure the design activity. Co-create! Open the design cycle to people, by exchanging values and evolving together. Understand people by sharing, shaping and evaluating their experiences. Unleash cross-disciplinary ingenuity Recognise the importance of the ideas spread across all stakeholders. Allow people a sense of ownership and achievement. Excite through experience prototypes Use emotionally engaging media to communicate and test ideas. Share. Evangelise. Create value through innovative process Value arises from implementation: spot, empathise, be inspired, co-create, unleash, excite, live!Designed by Experientia
  78. 78. ExperientiaTorino (HQ)Via Cesare Battisti 1510123 TorinoItaliaT +39 011 812 9687F +39 011 813 4121info@experientia.comwww.experientia.com