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Drive Successful Innovation with User-Friendly User-Centred Design

An highly iterative lecture/workshop to demonstrate the value of user-centred design and learn how to apply it without investing too much energy or time - recommended for start-ups (iHub, Nairobi 2015)

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Drive Successful Innovation with User-Friendly User-Centred Design

  1. 1. DRIVE SUCCESSFUL INNOVATION WITH USER FRIENDLY
 USER CENTERED DESIGN iHUB EVENT | AUGUST 21 2015
  2. 2. 2 N I C E T O M E E T YO U ! M I L A N S A N F R A N C I S C O Nairobi August 2015 | iHUB
  3. 3. 3 N I C E T O M E E T YO U ! August 2015 | iHUB #frogsInNairobi
  4. 4. WE ARE FROG INTRODUCTION
  5. 5. 5 We bring together a unique combination of creativity, collaboration and business planning to deliver breakthrough products and services to the market. We are more than 600 strategists, researchers, designers, and technologists who consult and partner with clients across industries and geographies. 
 We help organizations increase their value and expand their offerings through a user-centered design process FROG IS A GLOBAL PRODUCT STRATEGY 
 AND DESIGN FIRM W E A R E F R O G August 2015 | iHUB
  6. 6. 6August 2015 | iHUB
  7. 7. 7August 2015 | iHUB August 2015 | iHUB
  8. 8. R E A C H August 2015 | iHUB Amsterdam London New York Shanghai Austin Milan San Francisco Singapore Boston Munich Seattle
  9. 9. WHAT DOES
 USER CENTERED DESIGN MEAN? August 2015 | iHUB W H AT W E D O
  10. 10. August 2015 | iHUB W H Y I S I T R E L E VA N T ? PUT THE PEOPLE YOU SERVE AT THE CENTER OF YOUR DESIGN PROCESS TO COME UP WITH NEW ANSWERS TO DIFFICULT PROBLEMS
  11. 11. “Developing a deep, empathic understanding of users’ unarticulated needs can challenge industry assumptions and push innovation beyond producing the same thing, only better.” — HARVARD BUSINESS REVIEW, 1997 11 August 2015 | iHUB W H Y I S I T R E L E VA N T ?
  12. 12. PRODUCT SERVICE EXPERIENCE
 INTERACTION
 SYSTEM PROCESS From the design of a product to the design of an experience or a system, the growing complexity designers deal with has raised the need to identify new methods and tools. August 2015 | iHUB W H Y I S I T R E L E VA N T ?
  13. 13. UNDERSTAND the user SYNTHESIZE research insights ENGAGE multiple stakeholders GENERATE and evaluate ideas PRIORITISE ideas & decisions VISUALIZE opportunities PROTOTYPE stimuli & solutions August 2015 | iHUB H O W T O D O I T ?
  14. 14. U N I C E F B A C K PA C K P L U S C A S E S T U DY August 2015 | iHUB
  15. 15. August 2015 | iHUB C O N T E X T
  16. 16. August 2015 | iHUB A SYSTEMIC SOLUTION TO ACTIVATE AND EMPOWER COMMUNITY 
 HEALTH WORKERS TO SAVE MORE LIVES. C H A L L E N G E
  17. 17. August 2015 | iHUB USER CENTERED DESIGN IMMERSIVE RESEARCH P R O C E S S
  18. 18. CONTEXTUAL IMMERSION visit villages and healthcare providers PARTICIPATORY DESIGN building the ideal toolkit and container SHADOWING community health workers daily activities Before CHWs, having medicines to treat malaria available right in the village was a daydream. CHW SUPERVISOR The main challenge is sensitising people to look for health services to timely treat their illnesses. CHW August 2015 | iHUB
  19. 19. August 2015 | iHUB IMMERSIVE RESEARCH MULTI-PARTNER COLLABORATION AND PARTICIPATORY DESIGN August 2015 | iHUB P R O C E S S
  20. 20. SIGNATURE EXPERIENCES envision the key service features CUSTOMER JOURNEY MAPPING understand pain points and opportunities ROUGH PROTOTYPING imagine how the solution could be ROLE PLAYING simulate future scenarios A DAY IN THE FIELD immersion NEW YORK
 Alignment WS 
 KAMPALA
 Ideation WS
 
 
 NEW YORK
 Strategy WS August 2015 | iHUB
  21. 21. INDIVIDUALCOMMUNITY ASSESS & TREAT EDUCATE RESPECT TRUST SUPERVISOR HEALTH CENTER DISTRICT SUPPLIES REPORT COACH SUPPORT REPORT REPORT INSTRUCT SUPPLIER TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING CHW DIAGNOSTICS TOOLS ENABLERSCOMMODITIES ASSESS TREAT EDUCATE REPORT R E S U LT S August 2015 | iHUB
  22. 22. R E S U LT S August 2015 | iHUB
  23. 23. August 2015 | iHUB R E S U LT S
  24. 24. T O D AY ’ S C H A L L E N G E August 2015 | iHUB WHAT IS USER FRIENDLY USER CENTERED DESIGN? August 2015 | iHUB
  25. 25. 25 FA C I L I TAT O R S Robi Venetia August 2015 | iHUB Abigael Sharon Ariel

  26. 26. T O D AY ’ S C H A L L E N G E August 2015 | iHUB
  27. 27. T O D AY ’ S C H A L L E N G E August 2015 | iHUB
  28. 28. T O D AY ’ S C H A L L E N G E WHAT MIGHT 
 BE THE BEST SOLUTION FOR YOUR LAPTOP TO SURVIVE MUGGING IN KILIMANI? August 2015 | iHUB
  29. 29. S T E P O 1 UNDERSTAND 
 THE USER August 2015 | iHUB
  30. 30. S T E P O 1 / U N D E R S TA N D T H E U S E R August 2015 | iHUB OUR SOFT SKILLS CURIOSITY PATTERN IDENTIFICATION AFFINITY FOR COLLABORATION LISTENING TENACITY FLEXIBILITY QUICK DECISION MAKING EMPATHY DISCRETION METICULOUSNESS BEING A BIT OF A HUSTLER WE RELY ON USER RESEARCH TO UNDERSTAND USERS’ MET AND UNMET NEEDS, MOTIVATIONS 
 AND BEHAVIOURS.
  31. 31. S T E P O 1 / U N D E R S TA N D T H E U S E R August 2015 | iHUB TIPS
 BE IN THE NATURAL CONTEXT ALWAYS LISTEN MORE THAN YOU SPEAK AVOID LEADING AND YES/NO QUESTIONS SAY “CAN YOU PLEASE SHOW ME?” OR “TELL ME ABOUT THE TIME WHEN…” ASK WHY! (FIVE TIMES) RULES BUILD A RELATIONSHIP REMAIN OPEN MINDED CONSIDER BODY LANGUAGE SHAPE THE DIALOGUE LISTEN. OBSERVE.
  32. 32. S T E P O 1 / U N D E R S TA N D T H E U S E R August 2015 | iHUB DISCUSSION GUIDE FARMER INTERVIEWER NOTEs+PHOTOS TAKER
  33. 33. S T E P O 1 / U N D E R S TA N D T H E U S E R August 2015 | iHUB INTERVIEW THE PERSON SEATED
 NEXT TO YOU T H I N K O F W H AT Q U E S T I O N S T O A S K F I R S T, 
 W R I T E T H E M D O W N O N YO U R N O T E B O O K . T H E N S TA R T T H E I N T E R V I E W ! 10 + 10 MINUTES
  34. 34. S T E P O 2 August 2015 | iHUB SYNTHESIZE RESEARCH INSIGHTS
  35. 35. S T E P O 2 / S Y N T H E S I Z E R E S E A R C H I N S I G H T S August 2015 | iHUB WE USE DESIGN FRAMEWORKS TO SYNTHESISE INFORMATION AND IDENTIFY THE RIGHT OPPORTUNITIES IN A LANDSCAPE OF DATA. VISUAL TOOLS USER ARCHETYPES ECOSYSTEM MAP CUSTOMER JOURNEY OPPORTUNITY MAP DAY IN THE LIFE EXPERIENCE BLUEPRINT August 2015 | iHUB
  36. 36. S T E P O 2 / S Y N T H E S I Z E R E S E A R C H I N S I G H T S August 2015 | iHUB RULES ORGANIZE NOTES ANALYZE THE ‘WHYS’ LOOK FOR PATTERNS MAKE MEANING CREATE A FRAMEWORK TIPS
 COMBINE ‘OBSERVATION’ WITH ‘THE WHYS’ TO FIND INSIGHTS TRANSLATE CHAOS INTO SIMPLICITY KEEP IT ACCURATE AND AUTHENTIC TELL A MEANINGFUL STORY
  37. 37. S T E P O 2 / S Y N T H E S I Z E R E S E A R C H I N S I G H T S August 2015 | iHUB DISCUSSION GUIDE FARMER INTERVIEWER NOTEs+PHOTOS TAKERDISCUSSION GUIDE INTERVIEWER DISCUSSION GUIDE INTERVIEWER DISCUSSION GUIDE INTERVIEWER NOTEs+PHOTOS TAKER NEEDS EXPERIENCE QUOTE DAY-IN-THE-LIFE
  38. 38. S T E P O 2 / S Y N T H E S I Z E R E S E A R C H I N S I G H T S August 2015 | iHUB DESCRIBE USER’S NEEDS, BEHAVIOUR & OPPORTUNITIES 10 MINUTES G I V E A T I T L E T O YO U R U S E R ; W R I T E D O W N T H E M O S T R E P R E S E N TAT I V E Q U O T E ; D E S C R I B E W H AT H E / S H E D O E S ; L I S T H I S / H E R N E E D S ; N O T E D O W N T H E K E Y I N S I G H T YO U C O L L E C T E D ! WHO? DAY IN THE LIFE Add a sketch Add a title Add a quote 01 KEY ACTIVITIES KEY NEEDS02 03 Morning Night KEY INSIGHTKEY OPPORTUNITY TITLE USER ARCHETYPE QUOTE
  39. 39. S T E P O 3 August 2015 | iHUB IDEATE &
 PROTOTYPE
  40. 40. S T E P O 3 / I D E AT E A N D P R O T O T Y P E August 2015 | iHUB WE CREATE PROTOTYPES TO MAKE OUR IDEAS TANGIBLE AND EASIER TO COMMUNICATE AND EVOLVE.
  41. 41. S T E P O 3 / I D E AT E A N D P R O T O T Y P E August 2015 | iHUB RULES VISUALIZE THE SOLUTION TRACE THE SOLUTION BACK TO RESEARCH INSIGHTS FAIL FAST, BREAK THINGS PLAY TIPS
 FOCUS ON A KEY OPPORTUNITY CONSIDER HOW THE USER WILL ENGAGE LEVERAGE TRENDS OUTSIDE THE INDUSTRY FOR INSPIRATION CONSIDER THE FIDELITY FOR LOW FIDELITY, USE EVERYDAY MATERIALS. FOR HIGHER FIDELITY, CONSIDER 3D PRINTING (PHYSICAL), PROTO.IO, FLINTO, INVISION (UI), SKETCHUP (ENVIRONMENTS), MICRO TRIALS (SERVICE)
  42. 42. S T E P O 3 / I D E AT E A N D P R O T O T Y P E August 2015 | iHUB
  43. 43. S T E P O 3 / I D E AT E A N D P R O T O T Y P E August 2015 | iHUB 10 MINUTES SKETCH AND/OR PROTOTYPE A POSSIBLE SOLUTION R E F L E C T O N T H E M A I N O P P O R T U N I T Y YO U H I G H L I G H T E D ; I M A G I N E A S O L U T I O N T H AT C O U L D A D D R E S S T H AT O P P O R T U N I T Y; Q U I C K LY S K E T C H YO U R I D E A ; ( I F YO U H AV E T I M E ) C R E AT E A P R O T O T Y P E
  44. 44. S T E P O 4 August 2015 | iHUB TEST AND 
 REFINE
  45. 45. WE BRING PROTOTYPES IN THE FIELD TO QUICKLY COLLECT USER FEEDBACK AND REFINE THE DESIGN. S T E P O 4 / T E S T A N D R E F I N E August 2015 | iHUB
  46. 46. S T E P O 4 / T E S T A N D R E F I N E August 2015 | iHUB RULES LET USERS REACT OBSERVE LISTEN PROBE FOR THE WHYS TIPS AVOID JUSTIFYING YOUR SOLUTION DO NOT BE PRESSURED TO INCORPORATE ALL FEEDBACK DO NOT IGNORE THE FEEDBACK REFINE THE THINKING, NOT THE SUPERFICIAL KEEP ITERATING
  47. 47. August 2015 | iHUB S T E P O 4 / T E S T A N D R E F I N E
  48. 48. S T E P O 4 / T E S T A N D R E F I N E August 2015 | iHUB 5 + 5 MINUTES COLLECT FEEDBACK 
 BY MAKING THE USER PLAY WITH YOUR CONCEPT S H O W T H E P R O T O T Y P E T O T H E U S E R YO U D E S I G N E D F O R ; C A R E F U L LY L I S T E N T O H I S C O M M E N T S ; R E M E M B E R T O A S K W H Y T O D E E P E N T H E R E A S O N S B E H I N D ; U P D AT E YO U R P R O T O T Y P E ( I F P O S S I B L E ) .
  49. 49. S H A R E August 2015 | iHUB SHOW US YOUR
 PROTOTYPES #frogsInNairobi
  50. 50. S H A R E August 2015 | iHUB #frogsInNairobi WHAT IS USER FRIENDLY USER CENTERED DESIGN?
  51. 51. W H AT I S U S E R F R I E N D LY U S E R C E N T E R E D D E S I G N ? FREQUENT AND FAST ITERATIONS WITH TARGET USERS LOW-FIDELITY CONCEPTS THAT ALLOW FOR HYPOTHESES VALIDATION EASY WAYS TO INTEGRATE FEEDBACK INTO THE SOLUTION HIGHER VALUE FOR THE USER August 2015 | iHUB
  52. 52. W H AT I S U S E R F R I E N D LY U S E R C E N T E R E D D E S I G N ? August 2015 | iHUB Q&A
  53. 53. August 2015 | iHUB

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