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Discovering Unmet Needs and New Solutions with Participatory Design

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Discovering Unmet Needs and New Solutions with Participatory Design
Mad*Pow | Center for Healthcare Experience Design
Quarterly Training Workshop August 2016

Published in: Design
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Discovering Unmet Needs and New Solutions with Participatory Design

  1. 1. Jennifer Briselli Managing Director, Experience Design @jbriselli jbriselli@madpow.com Participatory Design Discovering Unmet Needs & New Solutions
  2. 2. What is Participatory Design? Why might you use these this approach in your own practice? What are some methods and activities, and how do you choose them? What does it look like? How do you do it? What do you do with the results of a workshop? Overview
  3. 3. What is Participatory Design?
  4. 4. What it is: An approach to design that invites all stakeholders (e.g. ‘end users,’ employees, partners, customers, citizens, consumers, patients, providers) into the design process as a means of better understanding, meeting, and sometimes preempting their needs. What it is not: • A way to “make your users do your job for you” • A single prescriptive method or tool • A rigidly defined process • (see also: co-design, co-creation, co-production, collaborative design…) • A holy grail What is Participatory Design?
  5. 5. Involving the people we’re serving through design as participants in the process. What is Participatory Design?
  6. 6. Design Process DISCOVER Adapted from “Double Diamond Model of Product Definition and Design” from UK Design Council
  7. 7. DISCOVER SYNTHESIZE Design Process Adapted from “Double Diamond Model of Product Definition and Design” from UK Design Council
  8. 8. DISCOVER SYNTHESIZE GENERATE Design Process Adapted from “Double Diamond Model of Product Definition and Design” from UK Design Council
  9. 9. DISCOVER SYNTHESIZE GENERATE FOCUS Design Process Adapted from “Double Diamond Model of Product Definition and Design” from UK Design Council
  10. 10. DISCOVER SYNTHESIZE GENERATE FOCUS EVALUATE Design Process Adapted from “Double Diamond Model of Product Definition and Design” from UK Design Council
  11. 11. DISCOVER SYNTHESIZE GENERATE FOCUS Adapted from “Double Diamond Model of Product Definition and Design” from UK Design Council Generates design principles & direction Generates viable solution concepts Where does participatory design fit in?
  12. 12. “Participatory design methods, especially generative or ‘making’ activities, provide a design language for non designers (future users) to imagine and express their own ideas for how they want to live, work, and play in the future.” - Liz Sanders In other words: It leads to better experiences & outcomes. Why it’s useful
  13. 13. Generative methods uncover latent needs. Image: Liz Sanders
  14. 14. Framing: Identifying goals, objectives, key questions, hypotheses Planning: Planning activities that answer these questions Facilitating: Ensuring & documenting productive participation Analyzing: Making sense of it all to identify actionable insights How to do it
  15. 15. 1. Choose table group & topic 2. Discuss your personal experiences within this topic 3. As a group, identify a specific problem space, challenge, or subtopic that everyone in the group feels some familiarity with 4. Write the problem statement you’ll focus on today “How might we improve...” “How might we support...” “How might we reduce...” Group Breakout & Topic Selection
  16. 16. Topics • Navigating a confusing health insurance situation • Living with a chronic condition • Challenges of being a caregiver • End of life care • Supporting people with addiction • Providing care to underserved populations • Pregnancy support • Choose your own…
  17. 17. Framing
  18. 18. Stakeholders, Co-creators, End Users Challenges & Goals Questions & Unknowns Assumptions & Hypotheses Choosing Activities Framing
  19. 19. Three categories of activity Narrate: Participants help us understand their needs via storytelling Create: Participants generate ideas and create prototypes of products, services, or experiences (these can be very realistic or completely unrealistic) • Sometimes participants create viable solution concepts • Sometimes participants create items that give designers insight & direction Prioritize: Participants make connections and judgments that help us understand the value of potential design solutions Choosing activities & methods
  20. 20. Telling stories helps participants express more detailed and emotionally resonant experiences. These activities are intended to elicit memories and help build empathy and understanding. Examples: • Journey mapping • Love letter/breakup letter • Collaging • Empathy mapping • Knowledge hunt • Reenactments ‘Narrate’ activities
  21. 21. Participants can provide a lot of insight when provided tools and opportunities to design without constraints or expectations. Examples: • Magic screen/button/object • Interface toolkit • Physical/paper/rapid prototyping • Fill in the blank • Ideal workflow • Ecosystem mapping ‘Create’ activities
  22. 22. These activities help participants and designers evaluate and understand the value of existing experiences or potential future design solutions. Examples: • Card sorting • Channel sorting • Value ranking • Storyboard/Concept speed dating • Bodystorming/Gamestorming ‘Prioritize’ activities
  23. 23. The design prompt sets the stage and ensures participants will focus their contributions on the goals, questions, or hypotheses you’ve identified. For example: “Use the items provided to create a perfect remote control.” “Draw an imaginary classroom that provides all your educational needs.” “Create a script for the ideal interaction between a student and counselor.” Design Prompts
  24. 24. 1. Identify a design goal for your topic problem statement Framing: Let’s Try It
  25. 25. 1. Identify a design goal for your topic problem statement 2. Create a design prompt for participants We’ll try two activities today: • Collage • Magic Object Framing: Let’s Try It
  26. 26. Collage This activity helps members’ express their experiences and needs in a way words can sometimes fail to describe. Participants will also put themselves at the center of the map, which allows us to understand how members’ conceive of their own agency (or lack thereof). How: Participants are provided a prompt and asked to spend 30-45 minutes creating a collage that describes their feelings about the prompt. Participants are then asked to share and discuss their collage. Facilitators may ask participants to elaborate to better elucidate examples and opportunities. Materials: paper, images, glue sticks or tape, writing utensils, post-its
  27. 27. Magic Object Providing members with materials that allow them to engage in a making process can provide insights about potential design solutions as well as uncover latent needs. How: Participants are provided building materials and a prompt, and asked to spend 30-45 minutes creating the objects. Participants are then asked to share and briefly discuss their creations. Facilitators may ask members to elaborate on aspects of their explanation where appropriate to elucidate examples and opportunities. Materials: Paper, construction materials, glue sticks or tape
  28. 28. 1. Identify a design goal for your topic problem statement 2. Create a design prompts for participants Activity 1: Collage Ex: “What does the health care landscape look like to you right now?” Ex: “What does your experience as a health provider feel like to you?” Activity 2: Magic Object Ex: “Use the items provided to create any kind of tool, service, or magic item that would make the hospital stay experience better for you.” Ex: “Use the items provided to create a magic device that would make your daily nursing responsibilities easier to manage.” Framing: Let’s Try It
  29. 29. Planning
  30. 30. Where: office, school, home, outdoors, in context Who & how many: large group, small group, individual Observation methods: notes, video, photo, artifacts Materials: construction kits, legos, playdoh Logistics: recruiting (>2 weeks), honorarium, volunteers, observers Planning
  31. 31. Facilitating
  32. 32. Be prepared Be yourself Be flexible & adaptive Be reflective Be warm & friendly Facilitating: Participation
  33. 33. Document Document Document • Dedicated note taker(s) • Photograph • Record audio & visual when possible • Keep artifacts when possible Ask participants to tell you about what they create • Show & tell • Share a story • Write a commercial • Create a pitch What they create is often less important than how they describe its value. Facilitating: Capturing Value
  34. 34. Facilitating: Let’s Try It Activity 1: Collage Participants Follow your group’s design prompt to create a collage based on your own personal experiences. Facilitators Observe your group’s participants. Take notes and ask questions. Near the end of the activity, you will ask each participant to explain their creation.
  35. 35. LUNCH
  36. 36. Facilitating: Let’s Discuss Activity 1: Collage Participants What did you think about the experience? Facilitators What kinds of things did you see, hear, and think during the activity?
  37. 37. Facilitating: Let’s Try It Activity 2: Magic Object Participants Follow your group’s design prompt to create an object based on your own personal experiences. Facilitators Observe your group’s participants. Take notes and ask questions. Near the end of the activity, you will ask each participant to explain their creation.
  38. 38. Facilitating: Let’s Discuss Activity 2: Magic Object Participants What did you think about the experience? Facilitators What kinds of things did you see, hear, and think during the activity?
  39. 39. Analyzing
  40. 40. Cull: Cut irrelevant or incomplete information Normalize: get everything into a common format • excel • text documents • grids • post-its Review: Follow your instinct… analysis is as much art as science Expect to spend at least 2 hours of analysis for every hour facilitating. Analyzing
  41. 41. Raw Data • Notes • Photos • Videos • Audio • Artifacts Normalized Data • Spreadsheets • Post-its • Transcripts Participant Clusters Opportunity Clusters Theme/Affinity Clusters Identified Patterns Potential Output • Focus Areas • Design Characteristics • Design Principles • Solution Concepts • Prototype Ideas
  42. 42. Participant 1 Notes & Photos Participant 2 Participant 3 Opportunity 1 Opportunity 2 Pattern 1 Pattern 2 Opportunity 3
  43. 43. Analyzing: Let’s Try It As a group, share your notes from each activity. Organize your post-its and other documentation and work together to identify 3-5 key themes or patterns that emerge from your analysis with the topic your activities explored. Each group will identify and share 3-5 insights, patterns, or ideas, and produce a “next steps” statement.
  44. 44. Analyzing: Let’s Discuss • How did it go? • What did you learn? • What would come next? • What would you do differently?
  45. 45. What are the most important takeaways for your organization? What are the most important questions we left unanswered? What are the aspects you are most and least confident about implementing in your own practice? Wrap Up
  46. 46. Jennifer Briselli Managing Director, Experience Design @jbriselli jbriselli@madpow.com Thanks!

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