Role-playing as a method for socially-mediated design exploration and problem solving. Designers play the role of an imagined solution to reveal underlying user needs. Interaction Design graduate thesis at the University of Kansas

1. Role-playing as a method for socially-mediated design exploration and problem solving
Solution-play
designers play the role of an imagined solution
to reveal underlying user needs
!
!
graduate thesis by Brook Graham, December 16, 2013
Interaction Design | University of Kansas | Professor: Michael Eckersley

2. empathy:
understanding another person

3. empathy:
our user
understanding another person

4. our user

5. We can observe our user from the outside...

7. but to empathize,
we need to

8. imagine what it feels like to be that person

9. imagine what it feels like to be that person
this is empathy

10. this is my thesis.
imagine what it feels like to be that person

11. imagine

12. remember?

13. research question
If the act of playing the role of a solution to a complex design problem
was developed and presented as a user research method, would it be
useful during the discovery phase of the design process?
!

14. research question
If the act of playing the role of a solution to a complex design problem
was developed and presented as a user research method, would it be
useful during the discovery phase of the design process?
If so, how would it be best developed and presented in order to
increase empathy, user collaboration, and facilitation of a great
design?

15. background

16. Bill Buxton
“Interaction design is about
roles and changing relationships”
Bill Buxton is a principal researcher at Microsoft known for being one of the pioneers in the human–computer interaction
field. His book, Sketching User Experiences, inspired me to further explore role-playing in design.

17. Bill Buxton
“Interaction design is about
roles and changing relationships”
two roles
Bill Buxton is a principal researcher at Microsoft known for being one of the pioneers in the human–computer
interaction field. His book, Sketching User Experiences, inspired me to further explore role-playing in design.

18. role of user
role of the
product/service/experience

19. role of user
role of the
product/service/experience
solution

20. role-playing:
1 : to act out the role of
2 : to represent in action
I started looking into role-playing and its use in theater, education, therapy, and design.

21. Augusto Boal
dramatic
theatre
Boal helped people stand up to their oppressors by giving them a safe place to rehearse everyday life. He was interested
in breaking down the line that separates actors from spectators—everyone was a “spect-actor” in his workshops.

22. Byron Stewart
Byron leads Dramatic Diversity, a theatre-based consulting firm in Chicago. They facilitate corporate training workshops
to improve services for companies like McDonalds.

23. Karen Hough
improvisation
sometimes the
strangest ideas can
be the most amazing
Hough explains that improv actors are actually the most over-rehearsed in the performance industry. And that’s what is
missing in the corporate setting—practice is how people learn to manage in the moment.

24. Adam Lawrence
Investigative rehearsal
Comedian by trade, Adam is one half of WorkPlayExperience in Germany. These world-leaders of service design direct
companies to rehearse their offerings, iterating/exploring tiny details that are so important to a customer’s experience.

25. Rubberducking
Make your thoughts
words others can hear
When stuck, some developers voluntarily explain their code to a rubber duck before seeking help. Designers can use
this concept as well—the simple act of re-wording an idea can be enough to trigger further thought.

26. Tim Brown
“...as adults
we self-edit,
! we stop
ourselves as
we’re having
ideas.”
CEO of IDEO, Tim Brown goes on to say that our desire to be original actually isn’t playful nor constructive. We can
learn not to self-edit from kids—they let themselves have multiple ideas that aren’t that different.

27. I’m always running late…
A video of the method. The idea was to generate as many ideas as possible, as fast as possible. Meredith is playing
herself, a user with a need. Patrick is playing the role of the Solution for her need.

28. …to be the wing of an airplane?

29. traditional role-playing

30. this guy designs something
DESIGN
ER
Designers usually test their designs by acting as the user. For example, if trying to improve the drive-thru experience at
a restaurant, a designer might imagine himself as the customer.

31. he tests it with friends

32. USER
DESIGN
ER

33. everyone plays the role of:
USER
DESSER
U IGN
E
R

34. the benefits are limited:
- likes
- dislikes
- small little suggestions
- insights
But because the game is already partially designed, the feedback can be limited. Also, what a designer can do with it
can be limited.

35. Why not act as the Solution?
And have a normal, everyday conversation with the user. It’s face-to-face which is the most effective way to
communicate.

36. so, instead of:
ER
US
DESSER
U IGN
E
R

37. try this:
U
R
SE
SOLU
TIO
DESIGN N
ER

38. a designer could play they role of a:
solution to a user’s problem

39. solution to a user’s problem

40. still undefined solution
At this point the designer can’t picture the end-solution. It’s still fuzzy.

41. always-changing solution
Ideas for a solution are changing based on the conversation being had. The user’s underlying needs are revealed.

42. imagined solution

43. ER
US
DES
IGN
ER

44. ER
US
with a problem
DES
IGN
ER

45. playi
ER
US
with a problem
ng th
e rol
e of
a:
DES
SOLU
ITION
GNE
R

46. playi
ER
US
with a problem
ng th
e rol
e of
a:
DES
SOLU
ITION
GNE
R

47. playi
ER
US
ng th
e rol
e of
a:
DES
SOLU
ITION
GNE
R
how can
with a problem
I help?

48. playi
ER
US
ng th
e rol
e of
a:
DES
SOLU
ITION
GNE
R
how can
with a problem
I help?
SOLUTION-PLAY
Note that the user’s “problem” could also be called a goal, a need, or even an objective.

49. 7 phases of a design process
interaction design
usability
visual design
discovery
user
research
development
QA
Where does Solution-play take place?

50. Solution-play

51. Solution-play
discovery

52. ce
en
flu
in
interaction design
user
research
but the conversation (that results from Solution-play) can be used to inform the the proceeding phases

53. hypothesis

54. benefits would be:
- more imaginative
- less restricted
- more big-picture
- more empathetic
- informal & natural

55. Who is driving?
The designer is playing the role of a driverless car. The participant is the “driver.”

56. goal

57. goal: get underlying needs to surface
To help underlying needs emerge

58. method

59. scientific method
observe natural
phenomena
formulate
hypothesis
test the
hypothesis
modify
hypothesis
establish a theory
based on results

60. scientific my method
scientific
observe
represent
& present
try, then
evaluate
define
& share
modify
To further develop the method, I facilitated 20 Solution-play sessions with different people each time (both in-person
and on Skype) in the context of three different situations (or stories).

61. 1 Represent
The activity was always represented visually. I found this to be the most effective way explain the method. I kept the
drawing in view during the activity for reference.

62. This is just another representation. Two consistencies existed throughout the project: 1.) Someone always played the
role of a Solution (that’s how this method differs from traditional role-playing afterall) and 2.) I always drew it up.

63. Signs were used to remind participants to stay in character.

64. 2 Present & Test
ut
bo
a
ur
yo
The second step was to verbally instruct participants on their role.
..
e.
ol
r

65. 3 Improve
Iterate. Repeat.
To be a better facilitator, I needed to increase my confidence which came with practice. I also tried to progressive
disclose instructions, to avoid overwhelming participants.

66. 4 Evaluate
Will people get in love with it?
Can a system be built from it?
How could people be part of it?
It is simple?
How will it work for people?
Can it be expressed visually?
Why will it help people?
Is it true to the brand?
Is it amazingly entertaining?
It is global or cross-generational?
This was my score-keeping formula. I evaluated the outcomes of the conversation based on these ten questions. Could
the comments, emotions, questions, and needs expressed during a session be used to inform the design process?

67. 5 Define
Solution-play
sə$ˈlü$shən**plā
1 : to act out the role of a design solution
2 : to represent a solution in a conversation
Lastly, I named the method and defined it.

68. What it isn’t
- prep for real user research
- a way to get out of your head and into the problem
- exploratory
- requires little to no planning, travel, prep, or materials
- a way to give life to user research gone stale

69. What it isn’t
- a replacement for real, in-person, user research

70. results

71. A “magic tool”
Participant is playing the role of a spouse to an incarcerated individual. She has a need for a “magic tool” that lets her
communicate with her spouse.

72. This is how I recorded the conversations.

73. I called out both important findings and points where the facilitation could be improved. “I thought it was safe” is an
example of a snip (my term for any comment, question, concern, need, or emotion expressed during a session.)

74. Debriefing with participants:
survey and interview
I asked questions like, “Were you confused?” and “Did this activity help you generate creative ideas?” I realized that this
debriefing should take place immediately after a session. Delayed debriefing lead to less-specific feedback.

75. Was this activity useful?
Debriefing after a Solution-play session.

76. then compare
& contrast
The outcomes or “snips” were compared and contrasted. I noticed similarities and differences amongst participants. If
the participant was confused, I failed at facilitation. The majority of people loved talking about themselves.

77. personalities emerge
the silent
the confused
the perfect !!!
The 20 participants fell into 3 distinct personalities. I used tricks for teasing out participation—leading with a really
challenging question (or something oddly specific) kept participants excited and curious.

78. When is Solution-play useful?
- user research becomes more productive
- touchy subjects that you’d like to prepare for
- warm-up exercise to tease out issues
!

79. When does it fail?
Dan is asked to describe an item of clothing that needs. He is able to describe the shoe he needs, without hesitation.
This is an example of a situation where Solution-play is not an effective method of discovery.

80. how to

81. how to set it up
- temporally impose rules and goals
- use language like: “make believe”
- create a safe place & build trust
- show visuals

82. ROLES
ROUNDS
st
round
nd
round
Solution
lake
issa
Mel
B
lissa
Me
ACTORS
lake
B
STORY
User

83. how to act when facilitating
- be objective
- have fun
- be humble
- you are teachable by the user

84. How can Solution-play be applied?
Dan explains how he imagines this method could be useful.

85. This is what I learned
- Many situations become emotional
- Empathy is developed
- When under pressure, people act more spontaneously
- It is completely flexible
- It is not overwhelming

86. photo credits
Tim Brown: www.idealog.co.nz/blog/2012/04/tim-brown
Sebastian Detering: www.hans-bredow-institut.de/de/staff/sebastian-deterding-m
apples & oranges: www.wealth18.com/comparison-of-current-ncd-tax-free-bonds-aug-sep-oct-2013
kids role-playing: www.virtualeducasinaloa.com
game testing w/ Kars Alfrink: www.flickr.com/photos/kaeru/9782327702
Leif Hansen: www.spu.edu/depts/uc/response/new/2012-autumn/features/play-without-ceasing.asp
design process: www.ezsitecms.com/services/user-experience-design
rubber duck: www.wikipedia.org/wiki/File:Rubber_duck_assisting_with_debugging.jpg
Rubber chicken: www.sidlaurea.com/2013/02/16/facilitating-an-awesome-ideation-workshop/
Byron Stewart: www.dramaticdiversity.com/
Boal: www.peaceinnovators.org/tag/augusto-boal/
Boal book: www.amazon.com/Theatre-Oppressed-Augusto-Boal/
Bill Verplank illustration: www.billverplank.com/Lecture

87. thank you