The document provides guidance on practical design thinking and emphasizes the importance of understanding users through techniques like contextual inquiry, personas, affinity mapping, and interviews. It discusses how contextual inquiry involves observing users without interaction to understand their activities and context. Affinity mapping is analyzing qualitative and quantitative data to identify patterns and user segments. Personas are hypothetical user archetypes created from interview and research data to represent and empathize with different user groups. Tips are provided for each technique, like involving cross-functional teams, focusing inquiries, and making personas part of ongoing discussions to design with empathy.
Design Thinking is a design methodology that provides a solution-based approach to solving problems. The first stage of Design Thinking is to Empathise. During the empathise phase, the designer spends time getting to know the user and understanding their needs, wants, and objectives.
Developed by students at Stanford University, the Design Thinking approach was created to establish a new way to grow innovative products, processes and services. The Design Thinking process consists of six iterative stages which enable participants to seek flexible solutions and innovations concerning the issue they treat.
One important aspect of Design Thinking is the creation and cultivation of ideas within a well-coordinated team. Thus, the team spirit is a decisive element during Design Thinking operations and encourages to produce the best possible results. In addition to the team side of Design Thinking, a flexible and productive environment is crucial to develop inventive ideas and products. The more workable an environment, is the easier it is for employees to visualize and transmit thoughts and new concepts.
Design thinking as divergent and convergent thinking.
Design thinking : The 5 stage process.
Empathy
Define
Ideate
Prototype
Test
Common design thinking problem.
“companies are accelerating efforts to change their cultures, foster innovation, and serve customers more effectively. Innovation, or "design thinking," is, we believe, something truly important and enduring”
Design Thinking : Prototyping & TestingSankarshan D
The design team will now produce a number of inexpensive, scaled down versions of the product or specific features found within the product, so they can investigate the problem solutions generated in the previous stage. Prototypes may be shared and tested within the team itself, in other departments, or on a small group of people outside the design team.
https://www.interaction-design.org/literature/article/5-stages-in-the-design-thinking-process
Guest lecture to first year Bachelor of IT students at Queensland University of Technology in unit INB103 Industry insights, 8 March 2013.
Please note: due to the introductory nature of this lecture to the concept many of the resources have been adapted from the Stanford D School cc licensed resources.
The key points:
▫️Empathy in business and how to measure it?
▫️Design thinking tools
▫️How to handle uncertainty as the project evolves?
▫️Design thinking in IT — how does it work?
▫️Tips and tricks on design thinking methodology.
Design Thinking is a design methodology that provides a solution-based approach to solving problems. The first stage of Design Thinking is to Empathise. During the empathise phase, the designer spends time getting to know the user and understanding their needs, wants, and objectives.
Developed by students at Stanford University, the Design Thinking approach was created to establish a new way to grow innovative products, processes and services. The Design Thinking process consists of six iterative stages which enable participants to seek flexible solutions and innovations concerning the issue they treat.
One important aspect of Design Thinking is the creation and cultivation of ideas within a well-coordinated team. Thus, the team spirit is a decisive element during Design Thinking operations and encourages to produce the best possible results. In addition to the team side of Design Thinking, a flexible and productive environment is crucial to develop inventive ideas and products. The more workable an environment, is the easier it is for employees to visualize and transmit thoughts and new concepts.
Design thinking as divergent and convergent thinking.
Design thinking : The 5 stage process.
Empathy
Define
Ideate
Prototype
Test
Common design thinking problem.
“companies are accelerating efforts to change their cultures, foster innovation, and serve customers more effectively. Innovation, or "design thinking," is, we believe, something truly important and enduring”
Design Thinking : Prototyping & TestingSankarshan D
The design team will now produce a number of inexpensive, scaled down versions of the product or specific features found within the product, so they can investigate the problem solutions generated in the previous stage. Prototypes may be shared and tested within the team itself, in other departments, or on a small group of people outside the design team.
https://www.interaction-design.org/literature/article/5-stages-in-the-design-thinking-process
Guest lecture to first year Bachelor of IT students at Queensland University of Technology in unit INB103 Industry insights, 8 March 2013.
Please note: due to the introductory nature of this lecture to the concept many of the resources have been adapted from the Stanford D School cc licensed resources.
The key points:
▫️Empathy in business and how to measure it?
▫️Design thinking tools
▫️How to handle uncertainty as the project evolves?
▫️Design thinking in IT — how does it work?
▫️Tips and tricks on design thinking methodology.
This is a short talk and workshop (30' + 90') to give a first introduction to design thinking. Gives theory foundation, notes a few different approaches, and then dives into one of them.
This presentation was first done at ImpactON / StartupChile evening in 2015.
The feeling that you share and understand another person's experiences and emotions is empathy. When you use empathy in your product design it is a win!
Check out Aparna's synopsis of the talk she gave at AppFest 2016 -
https://www.facebook.com/mobile10x.in/videos/554172348088096/?pnref=story
Laura Mocanu of Elite Vision Coaching has an impressive background as a Marketing Professional in her native Romania. This combined with her own career change and a passion for continuing education sets the tone for her work. A business mentor for the Prince’s Trust and Well Being Officer for NIAMH, her own trajectory is an excellent model for what it takes a client to maximize their potential and illustrative of the "Design Thinking" she teaches.
An audio of this presentation can be found at: https://www.dropbox.com/s/v6x32tx449nofqi/14%20Laura%20Mocanu.mp3?dl=0
www.evisioncoaching.co.uk
@EVisionCoaching
During the third stage of the Design Thinking process, designers are ready to start generating ideas. You’ve grown to understand your users and their needs in the Empathise stage, and you’ve analysed and synthesised your observations in the Define stage, and ended up with a human-centered problem statement. With this solid background, you and your team members can start to "think outside the box" to identify new solutions to the problem statement you’ve created, and you can start to look for alternative ways of viewing the problem.
I gave a talk on the role of Design Thinking to leaders in the financial industry. The focus was on user centric thinking to innovate financial products and digital services. (all case material is removed)
Introduction for Design thinking :
What is Design thinking?
Why to use Design thinking?
What is Design thinking mindset?
Balance for Analytical and Intuitive thinking.
Traditional thinking vs Design thinking.
Combination of Divergent and Convergent thinking.
Introduction to reasoning and design thinking.
Reasoning is associated with thinking, cognition, and intellect.
Design thinking is a deeply human process that taps into abilities we all have but get overlooked by more conventional problem-solving practices.
Slides from a glass on personas I gave at General Assembly Melbourne.
Might not make a lot of sense without commentary next time i will record it i promise.
Personas Bootcamp - Where Product Meets User NeedsMauricio Perez
A one-night UX / CX Bootcamp presentation about Personas in Sydney, Australia for General Assembly students. Topics include:
• Why personas are a powerful tool for product development
• Types of field research methods
• How to analyze the data collected
• Create personas and scenarios
• How to use personas effectively
This is a short talk and workshop (30' + 90') to give a first introduction to design thinking. Gives theory foundation, notes a few different approaches, and then dives into one of them.
This presentation was first done at ImpactON / StartupChile evening in 2015.
The feeling that you share and understand another person's experiences and emotions is empathy. When you use empathy in your product design it is a win!
Check out Aparna's synopsis of the talk she gave at AppFest 2016 -
https://www.facebook.com/mobile10x.in/videos/554172348088096/?pnref=story
Laura Mocanu of Elite Vision Coaching has an impressive background as a Marketing Professional in her native Romania. This combined with her own career change and a passion for continuing education sets the tone for her work. A business mentor for the Prince’s Trust and Well Being Officer for NIAMH, her own trajectory is an excellent model for what it takes a client to maximize their potential and illustrative of the "Design Thinking" she teaches.
An audio of this presentation can be found at: https://www.dropbox.com/s/v6x32tx449nofqi/14%20Laura%20Mocanu.mp3?dl=0
www.evisioncoaching.co.uk
@EVisionCoaching
During the third stage of the Design Thinking process, designers are ready to start generating ideas. You’ve grown to understand your users and their needs in the Empathise stage, and you’ve analysed and synthesised your observations in the Define stage, and ended up with a human-centered problem statement. With this solid background, you and your team members can start to "think outside the box" to identify new solutions to the problem statement you’ve created, and you can start to look for alternative ways of viewing the problem.
I gave a talk on the role of Design Thinking to leaders in the financial industry. The focus was on user centric thinking to innovate financial products and digital services. (all case material is removed)
Introduction for Design thinking :
What is Design thinking?
Why to use Design thinking?
What is Design thinking mindset?
Balance for Analytical and Intuitive thinking.
Traditional thinking vs Design thinking.
Combination of Divergent and Convergent thinking.
Introduction to reasoning and design thinking.
Reasoning is associated with thinking, cognition, and intellect.
Design thinking is a deeply human process that taps into abilities we all have but get overlooked by more conventional problem-solving practices.
Slides from a glass on personas I gave at General Assembly Melbourne.
Might not make a lot of sense without commentary next time i will record it i promise.
Personas Bootcamp - Where Product Meets User NeedsMauricio Perez
A one-night UX / CX Bootcamp presentation about Personas in Sydney, Australia for General Assembly students. Topics include:
• Why personas are a powerful tool for product development
• Types of field research methods
• How to analyze the data collected
• Create personas and scenarios
• How to use personas effectively
Techniques for getting the conversation right when you talk to your customers and users, for analyzing your data and modeling that data into personas. Anyone can do this!
How to Rock Your Next Presentation in 7 Easy StepsHeather Luczak
Presenting is all about communicating.Your audience will forget almost everything you tell them, so make sure your message is targeted, supports your objective, and helps drive your primary message home. Use the tips to help make sure your next presentation hits its mark.
This is the full slidedeck our 'from Aha! to Eureka' Smartees Webinar, hosted on 26 November 2013 in Rotterdam. The presentation elaborates on what a consumer insight is (and what it is not), how you can mine them and how you can make them impactful for your company, through a variety of business stories. All of this illustrated with client cases from Cloetta and Heinz.
Presentation from UX London 2016 workshop session:
Empathy is at the heart of creating impactful customer experiences. But all too often, customer-centric solutions are designed for hyper-rational stereotypes. Or worse still, are a jumble of nonsensical characteristics which fail to resemble any human being.
We believe that the persona as we know it is becoming obsolete. We have more access to data and quant insight than ever before – but it just tells us what people do. It doesn’t help us understand how they feel, what they desire, or even fear. Perhaps biometric information will give us more insight into what people really feel… But at the moment we have to trust what people say.
So we set ourselves the challenge of redesigning the persona to better reflect what it is to be human. And now we want to share it with you:
Starting wth a mindful mediation, we’ll learn how to become aware of our personal preconceptions and identify biases towards the audiences we design for.
We’ll critique the ‘vanilla’ persona and present some ideas of personas that we believe do a better job than anything we’ve seen in the industry
Then participants will be let loose on creating their own multi-sensory persona based on a task we’ll set, which will be presented back to the wider group for assessment.
This interactive workshop shows how combining mindfulness techniques, empathetic listening, and multi-sensory inputs can help us design for the entire human experience – messy, contradictory and emotional.
Participants are for life, not just your survey!Juliet Pascall
Participants are for life not just your survey! Thank you R-Net for the opportunity to talk to some of the bright young minds in the market research about being more human in every day research. We all know that better engagement leads to better insight so our goal with this presentation was to get the ball rolling and to challenge some of the traditional market research beliefs and practices. We would love to know what you think or if you have any ideas of your own to share?
Demetris C. Hadjisofocli. Presentation of information on how any individual can explore the opportunity to set up and manage their own business and how they can turn an idea into a business opportunity in the area of social enterprise or regular business. This presentation was given to a group of individuals with various types of disabilities and the purpose was to inform them, encourage them, and facilitate their introduction into the business world. A definition of systemic entrepreneurship, a termed and a process that I developed and coined and use the last 2 years, was given out.
Over two hundred years of collective experience has gone into this document. Those who contributed are not only talented individuals with a wealth of knowledge, but also compassionate professionals who remember what it's like to be a student. They've all taken time out of their already overtaxed schedules to share a lesson based on their own personal experience.
Everyone was asked one simple question: What makes a good advertising intern?
Despite being so open-ended, the question yielded many common themes. Passion for the business, a positive attitude and an amazing work ethic were mentioned a number of times. Enthusiasm was also highlighted often, as was - hmm - proper hygiene. Each and every contributor was brutally honest and candid. Anyone who reads this revealing document owes them a huge debt of gratitude.
Find the magic: Produce better outcomes by designing intentional learning exp...Sharon Boller
This presentation for Amazon's 2021 LXD Conference overviews how to apply design thinking principles to learning experience design. It identifies four design thinking tools practitioners can use and offers worked examples of each one.
Kent Sayre's Business Launching WorksheetKent Sayre
A guide to leverage your resources. Just go through the questionnaire and you will find out all ideas coming from your mind, producing all the needed resources you required in starting your own micro-business.
Handwashing in hospitals is a major issue. This presentation looks at a design thinking approach we undertook to address some of these issues.
Unfortunately the talk doesn't translate well as a flat presentation, if you're interested in talking about this topic more please feel free to contact me.
It was presented at UX Australia in 2014.
Wearable technoloy, an introduction, what's happening now and in the near future.
A quick presentation I gave to the internet of things meet up April 2014.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
4. 4
One-hundred doctors were recruited to test the device. Only two doctors
(2%) demonstrated all 6 administration steps correctly. 95% of doctors
had to read the instructions.
In 37% of cases, the demonstration would not have delivered adrenaline
to a patient.
The most frequent errors were:
(57%) not holding the pen in place for >5 seconds
(21%) failure to apply pressure to activate
(16%) self-injection into the thumb.
Mehr S, Robinson M, Tang M. Doctor: how do I use my EpiPen? Pediatr Allergy Immunol. 2007;18:448–452
How hard can it be?
5. 5
The Edwards brothers said the device
was special because it was designed by
people who were intimately familiar with
patients’ needs.
“This was something that I knew I was
going to carry with me every single day.”
Designing with empathy
34. What are Personas?
A persona is a “hypothetical archetype” or
character who represents a group of users. It’s
used to understand their goals, behaviours,
attitudes and context in which they operate.
34
35. What are Personas?
Personas come in a variety
of forms
35
Foxtel iQ3 : Discover phase findings May 2013 | Commercial in Confidence 212 Massive Interactive Pty Ltd.5
Viewing
By myself With others
Open to new experiences
Timid Adventurous
Information Seeking
Sit back Hunt it out
Organisation
Too much work Will spend time
Learning
By accident Play until get it
Technology I own
The basics All the latest
Tech Ability
Luddite Wired
Social Networks
Not for me Awesome
Wealth
Struggling Affluent
Challenges
Is often distracted, concentration
is low, wont read or seek out
information
Is capable and will play around
until she figures it out if the
perceived value is high enough.
Stumbles on new content
through friends and ads.
Discovering & Learning
Decision Making
Technology
Will wait, not in a rush for the
newest technology as it out-
dates quickly.
Waits for contracts to run out
before upgrading
Uses skype to talk to her parents.
I record too much
I’ll often record so much that I
don’t have time to watch it all, I
think when am I going to catch
up on all of this.
I’m not sure when my
episodes are on.
Sometimes I miss the start of my
favourite shows as I don’t know
when they are on. I’ll be chatting
with a girlfriend and they start
talking about the new episodes
and I’m thinking how did I miss
this.
It’s all about the kids at the moment!
I’m busy looking after the kids.
I don’t want to spend a lot of time
and effort finding something to
watch. I’ll record a show, to watch
later when the kids are in bed, that
way I can skip the ads .
It’s cheaper at the DVD store
When my husbands home we will
go to the DVD store and rent a film
as its $2 rather than pay $6 with
Foxtel. We had the movie channel
and let it go as it was too expensive
and not enough choice.
Kellie: Help me make the right choice
“Sometimes I’ll record a show and
forget to press +20 and it doesn’t
record the end, it’s another thing
to remember”
Doesn’t have time to think about
what to watch.
Recording shows that won’t get
watched.
Missing the start of new season
episodes.
Resistance to paying more
Has to think carefully about her
spending as money is tight, likes a
bargain or special offer.
Makes all the day to day household
decisions.
Wants to avoid effort will use the
EPG for laziness.
Kellie is married to Pete, they have two children Chloe 5 and Josh 3. They are
currently renting but are hoping to buy something within the next year as Kellie
really likes the area, it has a good school and plenty of parks for the kids.
Pete travels away for work so Kellie spends a lot of time at home with just the
kids. She likes to have the TV on as background company when Pete is away, it
keeps her from feeling lonely.
Kellie has been with Foxtel for 4 years, she expects Foxtel to offer her more
choice for her money especially as money is tight at the moment and they have
after all spent lots of money with Foxtel.
Age: 28
Occupation: Home maker
Location: Maitland, NSW
Needs:
Reduce her channels to what is in her package.
Make free content more obvious.
Reminders notifications - start dates for new seasons.
Being rewarded for loyalty as a long term subscriber.
Favourite Channels Favourite Brands & Apps
36. WHAT ARE PERSONAS?
The level of detail and focus
of a persona depends on the
product or service and our
relationship with our team
and client.
36
41. 41
Who is this user?
What are their goals?
How do they behave?
What do they think?
What are their pain points?
What is the context in which they operate?
PERSONAS HELP INFORM
42. PERSONAS 42
Tell me a story, give me the facts
Personas help you design with empathy
44. 44WHEN TO USE PERSONAS
To make users part of the design process
As a focal point to galvanise a team
If a team is removed from the users
When there are multiple user types
45. I’M GOING TO NEED YOU TO GO AND
FORGET ABOUT THE PERSONAS
48. 48
In test and prototype they form a basis for recruitment
49. 49
Personas also form the basis for website and service live
optimisation / customisation
50. 50BUT WAIT THERE’S MORE
Use them as a tool to engage clients with human centred design
Identify opportunity and areas for innovation
Provide focus on core features to ensure speed to market
Measure effectiveness of current and future solutions
56. 56CREATE A PLAN
What do we know?
What do we want to find out?
Who are we talking to?
Where will this take place?
How long do we have?
What will the outcomes be?
58. 58TELL ME THE FACTS
quantitative
Data from reportable
sources with numerical
characteristics
59. 59QUANTITIVE DATA
‣ Online Traffic Analytics - Google Analytics / Omnivore
‣ Marketing demographics - Nielsen / Roy Morgan
‣ Australian Bureau of Statistics
‣ Survey respondents
‣ Social media analysis
‣ Google insights
‣ Harvard business review / Gartner
73. 73WHAT DO WE NEED TO KNOW?
STEPHEN P. ANDERSON
“It’s all about People, their
Activities, and the Context
of those activities.”
74. 74
Who is this user?
What are their goals?
How do they behave?
What do they think?
What are their pain points?
What is the context in which they operate?
THINGS TO LOOK FOR
81. 81BACK TO THE TASK
Guerrilla research to help understand
consumers in and around Southern Cross
No interactions with users shadowing /
observation only
15 minutes
85. 85ANALYSING THE DATA
Combine data sets
Group data and look for patterns
Define the user segments
Define measures to be used
Discuss and refine
Conduct additional research
88. KEY OBJECTIVES
Face to face interview
INTERVIEWS
AGENDA
10 minutes
DELIVERABLE
Interview notes
7
RESOURCES
‣ Interview template
‣ Sharpies
1. Find out as much as you can about your
designated user onto the interview sheet
2. Use 5x Why’s exercise
90. KEY OBJECTIVES
Basic Persona Creation
PERSONA CREATION EXERCISE
AGENDA
20 minutes 1. Looking at the templates which one do we
feel is best suited?
2. Generate personas based on data at hand
DELIVERABLE
Persona draft
7
RESOURCES
‣ Sticky notes
‣ Sharpies
93. 93PERSONAS - TRY TO AVOID
‣ Bland personas
‣ Personas which are too stereotypical
‣ No real data
‣ No first hand knowledge
Smashing magazine have
a couple of good persona
guides
97. 97
Personas
Smashing Magazine has some easy to read resources
http://www.smashingmagazine.com/2014/08/06/a-closer-look-at-personas-part-1/
http://www.smashingmagazine.com/2014/08/13/a-closer-look-at-personas-part-2/
Interaction design foundation has the most exhaustive explanation
https://www.interaction-design.org/encyclopedia/personas.html
Cooper was a keen proponent for personas as part of goal directed design
http://www.dubberly.com/articles/alan-cooper-and-the-goal-directed-design-process.html
OTHER RESOURCES
99. 99CONTEXTUAL INQUIRY - PRO TIPS
‣ Think about the focus of the inquiry
‣ Involve the team
‣ Think about the time / weather and other influencing factors
‣ Record and photograph everything
‣ Overlay information on a map
This is a tool widely used
in service design and
less so in traditional UX
102. 102PRO TIPS
Use the post-it app to
capture the data!
‣ Too many people - less than six from across the team is ideal
‣ Too few people - cannot do this by yourself
‣ Everyone should contribute
‣ Read the notes, talk about why they’re placing them
‣ Iteration is key, this should be performed at least two to
three times.
‣ The output is subjective use it as such
103. 103
Affinity Mapping
Service design toolkit
http://www.servicedesigntools.org/tools/23
KJ Mapping
https://www.mindtools.com/pages/article/newTMC_86.htm
Postit app
http://www.post-it.com/3M/en_US/post-it/ideas/plus-app/?WT.mc_id=www.post-it.com/app
OTHER RESOURCES
105. 105PRO TIPS
Every mac comes with
quicktime which you can
use to record and
playback your interviews
‣ Make people comfortable, make it natural
‣ Don’t use leading questions
‣ Don’t ask Yes/No questions
‣ Really listen to what people say - use silence as a tool
‣ Be mindful of your questions around sensitive matters
‣ Have a theory you want to explore
‣ Probe your questions / key points beforehand
‣ Record and review