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Service Design - cOPEN - CIID 2016


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A service design student project from CIID IDP 2016.
Kate Twomey, Mary Mikhail, Grishma Rao, Nicolas Armand

Published in: Design
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Service Design - cOPEN - CIID 2016

  1. 1. 19 August 2016
  2. 2. Nicolas, Kate, Grishma, Mary
  3. 3. Starting Point Process Overview Concept DetailsExperience Prototyping
  4. 4. Starting Point Process Overview Concept DetailsExperience Prototyping
  5. 5. Academic students 17 - 22 years old Library users Target Age Group
  6. 6. Understand students’ perceptions of learning, looking at individual learning, collaboration and the acquisition/sharing of knowledge in ways that allow students to come out “feeling smarter” Research Objective
  7. 7. Starting Point Process Overview Concept DetailsExperience Prototyping
  8. 8. Interviews
  9. 9. Retro Nørrebro - Cafe How do students feel about libraries? About working together? Interviews
  10. 10. Rainmaking Loft - Co-Working Space What might we learn from spaces designed for working together? How does that model translate to students? Interviews
  11. 11. McDonalds/Main Library - Guerrilla Interviews Myself + _______ = Learning If the library could offer you a new experience (no books/no internet) what would it be and why? Interviews
  12. 12. At CIID - Main Interviews Tell me about an experience/collaborative experience where you came out feeling smarter? What are your perceptions of the library? Interviews
  13. 13. Key Takeaways/Insights
  14. 14. Key Takeaways
  15. 15. Exposure to different/contrasting skill sets gives young students inspiration ‘Learning by doing’ is generally preferred, students crave more immersive experiences Library users seek curated experiences - similar to a gallery or a museum Students associate libraries with individual learning rather than peer-to-peer knowledge exchange People’s perception of spaces come from a set of unspoken rules and visual cues Insights
  16. 16. Design Challenges / “How Might We?”
  17. 17. How might we… …enable students who may benefit from someone’s similar or different skill sets to engage in dialogue without inhibition of approaching strangers? …highlight a sense of serendipity at the library to inspire students on their discovery journey, to encourage sharing and delight all users? …empower users to create curated experiences for each other that encourage knowledge sharing and can be enriching for all parties involved? Design Challenges
  18. 18. Ideation
  19. 19. Ideation
  20. 20. Ideation
  21. 21. Ideation
  22. 22. Ideation
  23. 23. Starting Point Process Overview Concept DetailsExperience Prototyping
  24. 24. Starting Point Process Overview Concept DetailsExperience Prototyping
  25. 25. Prototyping: Nørrebro Bridge
  26. 26. What we did: We set up an outdoor co-working space on the Nørrebro Bridge. We incrementally added resources like pens, paper, free wifi, free coffee and books to read. Prototyping: Nørrebro Bridge
  27. 27. What we learned…
  28. 28. We needed more chairs Space needed to be clearly labeled and branded People on the bridge didn’t come to the bridge to “do work” The workspace worked best with a “facilitator” People didn’t end up using free wifi, drinking free coffee or reading the books, but these things all invited them into the space What We Learned
  30. 30. What we did: We asked if people could see themselves working outside the library - and if so, where? Prototyping: Where Would You Work?
  31. 31. Prototyping: Vor Frue Kirke
  32. 32. What we did: We set up an outdoor co-working space around the corner from the library We set up multiple tables, more chairs, and kept the free wifi We put up signs in the library directing people to the space Prototyping: Vor Frue Kirke
  33. 33. What we learned…
  34. 34. Mo’ Table, Mo’ Peeps Amount of tables affects perception Once people were at the library, it was hard to incentivise them to change location People did do work on their laptops outside Props/Books/Library associations are important What We Learned
  35. 35. Starting Point Process Overview Concept DetailsExperience Prototyping
  36. 36. Starting Point Process Overview Concept DetailsExperience Prototyping
  37. 37. Concept Details
  38. 38. HELLO MY NAME IS
  39. 39. Concept Overview A modular co-working space that is seasonally set up in outdoor spaces and under-utilised municipality spaces by the library for young students and other community members to promote collaboration.
  40. 40. Service Blueprint LEAVE cOPEN HEAR ABOUT THE SERVICE Organize flyers and social media outreach Flyers in the city Stumble upon social media page See information in the library Check out interactive map Follow link from sign in the library Click page information Like page and follow for updates Go to the venue Work at cOPENEnter the venue Like page and follow for updates Receive an invitation from a friend Provide information and curate digital platforms Coordinate branded furniture and resources Establish opening night infrastructure and hosting Manage potential partners and next opening nights Tell friends about the experience Share event with friends Apply to be involved in next opening night Collaborate and use the connections Leave with a souvenir coaster Pack up the space EXPLORE cOPEN WALK IN OR CYBER FOLLOW USE THE SPACE/ COLLABORATE ADVOCATE cOPEN
  41. 41. Key Touch Points Spaces
  42. 42. Key Touch Points Modular furniture
  43. 43. Key Touch Points Digital Presence
  44. 44. Concept Overview
  45. 45. Concept Overview HELLO MY NAME IS Collaboration by eliminating cues Opening nights/special events Temporary “pop-up” workspace Simple resources Modular furniture
  46. 46. Value Proposition for User More space Free Inspirational
  47. 47. Value Proposition for Library Value to user Partnerships Outreach
  48. 48. Role of Municipality Install resources Providing Information Curating openings and partners
  49. 49. Future Iterations
  50. 50. Indoor spaces like museums, etc. Partnerships with companies for space development Opening more than one space at a time Extend concept to more Libraries/Cities in Denmark Future Iterations
  51. 51. cOPEN TAK!