A shared presentation by Marc Rettig of Fit Associates and Aradhana Goel, then of Maya Design and now at IDEO. Provides great case studies, frameworks, tools and examples from work in designing for people's experience. Case stories include the Carnegie Library in Pittsburgh (Aradhana) and Vassol's CANVAS (now called NOVA) product for measuring blood flow in the brain.
Participation, Reconnection, and Design: presentation by Marc Rettig and Hannah du Plessis of Fit Associates, as part of the Interaction 17 conference redux for IxDA Pittsburgh.
Argues that participation in a vast and growing movement toward a sustainable and equitable future is a fertile frontier for design, and an invitation to adopt new approaches to work.
Presented at the Idean UX Summit Austin, May 2014. My colleagues and I are integrating approaches for creating with social complexity, and this talk provides an overview of our work in progress.
It outlines the nature of social complexity, and surveys three approaches appropriate for the challenge: Positive Deviance, Theory U & Social Labs, and the work of Dave Snowden and Cognitive Edge.
Consider this a case of "showing my mess." Future installments will reflect more synthesis, tell more stories, and better describe the emerging practice of managing emergence.
Slides from a keynote talk at UX India 2014.
People have been creating together for thousands of years. Some of those people have written about their experience, and so we have the possibility of building on their wisdom. In this talk, Marc Rettig describes the age-old story of people who seek to have a creative voice through their work, and to connect their personal excitement and possibilities to the needs of the world. As this story repeats itself for many in the world of “user experience,” another familiar dynamic comes to light: the challenge of working in settings that express desire for creativity, but reward compliance. And therein lies a defining question of our time and our careers: where does profound creativity come from?
SVA Fundamentals of Design for Social Innovation book 2013Marc Rettig
Designed to be viewed as two-page spreads. View as an ebook or download here: http://www.fitassociates.com/fundamentals-book
Created by the Fall 2013 cohort of the Fundamentals class in the MFA in Design for Social Innovation program at School of Visual Arts in New York. Produced under the mentorship of professors Marc Rettig and Hannah du Plessis, this book surveys frameworks, approaches, methods and skills for organizations, teams, and individual practitioners.
A few slides from a class session in the Carnegie Mellon School of Design, "Foundations of Practice for Social Design." I'm putting them up for folks who arrived here from my "notes on participatory design' on medium.com.
Are museums a dial that only goes to 5? Michael Edson
For Social Media Week, Washington, D.C., "Defining and measuring social media success in museums and arts organizations." http://socialmediaweek.org/blog/event/are-you-remarkable-defining-and-measuring-social-media-success-in-museums-and-arts-organizations/#.US4XyOtARCQ
Culture Work: Organizational Becoming Made PracticalMarc Rettig
Notes and visuals from Marc Rettig's keynote talk at the 2015 UX Advantage conference. Marc seeks to deepen the conversation about fostering design culture in organizations by providing a process definition of "design," a layered definition of "culture," and insights about the interplay between design capacity and organizational culture.
Formatted as a letter-sized document rather than a slide deck. Combines all speaker's notes with visuals from the slides.
Also available as a web article on Medium: https://medium.com/@mrettig/culture-work-283223dce016
Creating a Healthy Digital Culture: How empathy can change our organizationsDomain7
We often think of empathy as an abstract, emotional concept, maybe even see it as a weakness in an organizational context. This presentations suggests that empathy might be our greatest secret weapon to changing our organizations to become higher-performing, more innovative, better places to work, serving happier customers.
From #NowWhat15, http://nowwhatconference.com/
Participation, Reconnection, and Design: presentation by Marc Rettig and Hannah du Plessis of Fit Associates, as part of the Interaction 17 conference redux for IxDA Pittsburgh.
Argues that participation in a vast and growing movement toward a sustainable and equitable future is a fertile frontier for design, and an invitation to adopt new approaches to work.
Presented at the Idean UX Summit Austin, May 2014. My colleagues and I are integrating approaches for creating with social complexity, and this talk provides an overview of our work in progress.
It outlines the nature of social complexity, and surveys three approaches appropriate for the challenge: Positive Deviance, Theory U & Social Labs, and the work of Dave Snowden and Cognitive Edge.
Consider this a case of "showing my mess." Future installments will reflect more synthesis, tell more stories, and better describe the emerging practice of managing emergence.
Slides from a keynote talk at UX India 2014.
People have been creating together for thousands of years. Some of those people have written about their experience, and so we have the possibility of building on their wisdom. In this talk, Marc Rettig describes the age-old story of people who seek to have a creative voice through their work, and to connect their personal excitement and possibilities to the needs of the world. As this story repeats itself for many in the world of “user experience,” another familiar dynamic comes to light: the challenge of working in settings that express desire for creativity, but reward compliance. And therein lies a defining question of our time and our careers: where does profound creativity come from?
SVA Fundamentals of Design for Social Innovation book 2013Marc Rettig
Designed to be viewed as two-page spreads. View as an ebook or download here: http://www.fitassociates.com/fundamentals-book
Created by the Fall 2013 cohort of the Fundamentals class in the MFA in Design for Social Innovation program at School of Visual Arts in New York. Produced under the mentorship of professors Marc Rettig and Hannah du Plessis, this book surveys frameworks, approaches, methods and skills for organizations, teams, and individual practitioners.
A few slides from a class session in the Carnegie Mellon School of Design, "Foundations of Practice for Social Design." I'm putting them up for folks who arrived here from my "notes on participatory design' on medium.com.
Are museums a dial that only goes to 5? Michael Edson
For Social Media Week, Washington, D.C., "Defining and measuring social media success in museums and arts organizations." http://socialmediaweek.org/blog/event/are-you-remarkable-defining-and-measuring-social-media-success-in-museums-and-arts-organizations/#.US4XyOtARCQ
Culture Work: Organizational Becoming Made PracticalMarc Rettig
Notes and visuals from Marc Rettig's keynote talk at the 2015 UX Advantage conference. Marc seeks to deepen the conversation about fostering design culture in organizations by providing a process definition of "design," a layered definition of "culture," and insights about the interplay between design capacity and organizational culture.
Formatted as a letter-sized document rather than a slide deck. Combines all speaker's notes with visuals from the slides.
Also available as a web article on Medium: https://medium.com/@mrettig/culture-work-283223dce016
Creating a Healthy Digital Culture: How empathy can change our organizationsDomain7
We often think of empathy as an abstract, emotional concept, maybe even see it as a weakness in an organizational context. This presentations suggests that empathy might be our greatest secret weapon to changing our organizations to become higher-performing, more innovative, better places to work, serving happier customers.
From #NowWhat15, http://nowwhatconference.com/
A keynote presentation given on October 21 at LIANZA13, The Library and Information Association of New Zealand Aotearoa Conference, 2013. The talk explored how design strategies and tools offer us ways to work with our communities to co-design and re-think our approach to future services, and even to defining the role and purpose of our organisations. This has a particular relevance for libraries who are facing significant changes to their traditional service models, and are in the (ongoing) process of evolving, redefining and extending their role and purpose in response to things like changing user needs, digitisation and new channels for search and discovery.
See the programme http://www.lianza.org.nz/news-events/conferences/lianza-conference-2013/programme
See the abstract http://www.lianza.org.nz/sites/lianza.org.nz/files/keynote_2_penny_hagen.pdf
Presented at Design Research 2017 (UX Australia). This talk explores how design research practice and protocols might shift, change or be challenged when the focus is to deliver community-led social change outcomes. The presentation draws on experiments and experiences in recent place based social innovation initiatives in Aotearoa New Zealand.
Full description. Audio to come. http://www.uxaustralia.com.au/conferences/design-research-2017/presentation/design-research-as-a-social-change-process/
Co-Creation for UX: Stakeholders are not the problem (they're your secret wea...Domain7
The user experience community has been developing amazing methods for collaborative design, that are about to be mainstreamed and revolutionize our workplaces. Be part of influencing the massive shift that will do away with classic constructs of creative leadership: our collective genius is more powerful than any force. This presentation walks through the simple basics of co-creation for UX.
This is the longer version of the presentation given at IPC10 on 21st Sept 2011, with slide notes (up to slide 16, hope to finish at some later date.. sorry!)
You can also see the recording of this on http://www.wiziq.com/online-class/614739-the-integral-permaculture-curriculum-ipc10-presentation
For those of you who weren't able to attend the SXSW 2017 show in Austin, TX this year, here's a recap of some of the topics discussed (and insights gathered) by Design Concepts for you. Enjoy!
Design for Social Innovation A Brief OverviewPenny Hagen
This presentation is a quick introduction and overview of Design for Social Innovation, including some local examples. The presentation was developed for students of the Design and Business Major at Auckland University of Technology and aims to help show how design extends and is adapted for the challenges of social innovation - with an emphasis on community involvement, collaboration and ownership of 'design' and 'change'.
Aiming to eliminate the compromises in organizational life. Covering some interesting and provocative ideas, spanning human rights, complexity science, the death of heuristics, influence flows, personal knowledge mastery, social physics, trust, the digital nervous system, Web 3.0, performance and learning, public relations, collective intelligence, sociocracy, Holacracy, podularity, wirearchy, emergent civilization, self-organization, organized self, socioveillance, middleware corporate, bread incorporated and the Mozilla manifesto.
Discovery Is The New Cocaine - Going Beyond EngagementMing
[Questions? mingyeow@gmail.com]
Web2 is about participation, but what comes after that? We think it is all about Discovery, the art of helping users serendipitously discover content and people that they did not know they wanted to know. Discovery is what makes people come back again and again, interact, and explore.
This deck explains what Discovery is, the psychological reasons behind it, and presents a set of very very practical examples and guidelines on how it can be implemented.
The inspiration for this deck was simple- We ourselves were frustrated by apparent random-ness at which we were implementing discovery for our own startup (discoverio), and were not able to find any resources that presented discovery in a holistic manner.
So just like anyone of you would have done, we decided to come out with process, and share it around with the rest of the world! :)
The most powerful piece is probably the very last slide, but we had not had time to expand on it yet.
Here it is, and we will love feedback! Contact details at the end. ;)
By Ming Yeow Ng, Yu-Shan Fung, Andreas Weigend
The slides for the talk that Helen Bevan and Jodi Brown gave as part of #EdgeTalks on "Scrap the change programme - it's the era of change platforms" on 3rd July 2016
Sign up to The Edge at the edge.nhsiq.nhs.uk Its a free knowledge hub for change activists in health and care to learn, connect and mobilise for change
"The Self-Directed Strategist: Building a Practice and Managing Organizationa...Blend Interactive
There are two big parts to content strategy: the people, and the process. But there's a third one that presents some of the industry's biggest struggles: managing the space between people and process—especially in an organization that is new to content strategy. In this talk, we will discuss managing expectations, projects, and people—within small teams, among changing organizations, and with new clients.
Designing for Diversity in Design Orgs (Presentation)Eli Silva
We all want more diversity in tech. We rarely acknowledge that the experience of inclusion is the product of Org Design. Presented at O'Reilly Design Conference with Molly Beyer, #OReillyDesign, these slides share some practical tips and advice on increasing diversity through applied design thinking. Learn how to empathize and ideate in response to real needs instead of getting people to 'hack a hairdryer'.
Slide for a web usability course at UNC - Chapel Hill
Images by Serena Fenton or from the Internet (sources noted).
Maya design redesign for Carnegie libraries; images from Maya publications.
A keynote presentation given on October 21 at LIANZA13, The Library and Information Association of New Zealand Aotearoa Conference, 2013. The talk explored how design strategies and tools offer us ways to work with our communities to co-design and re-think our approach to future services, and even to defining the role and purpose of our organisations. This has a particular relevance for libraries who are facing significant changes to their traditional service models, and are in the (ongoing) process of evolving, redefining and extending their role and purpose in response to things like changing user needs, digitisation and new channels for search and discovery.
See the programme http://www.lianza.org.nz/news-events/conferences/lianza-conference-2013/programme
See the abstract http://www.lianza.org.nz/sites/lianza.org.nz/files/keynote_2_penny_hagen.pdf
Presented at Design Research 2017 (UX Australia). This talk explores how design research practice and protocols might shift, change or be challenged when the focus is to deliver community-led social change outcomes. The presentation draws on experiments and experiences in recent place based social innovation initiatives in Aotearoa New Zealand.
Full description. Audio to come. http://www.uxaustralia.com.au/conferences/design-research-2017/presentation/design-research-as-a-social-change-process/
Co-Creation for UX: Stakeholders are not the problem (they're your secret wea...Domain7
The user experience community has been developing amazing methods for collaborative design, that are about to be mainstreamed and revolutionize our workplaces. Be part of influencing the massive shift that will do away with classic constructs of creative leadership: our collective genius is more powerful than any force. This presentation walks through the simple basics of co-creation for UX.
This is the longer version of the presentation given at IPC10 on 21st Sept 2011, with slide notes (up to slide 16, hope to finish at some later date.. sorry!)
You can also see the recording of this on http://www.wiziq.com/online-class/614739-the-integral-permaculture-curriculum-ipc10-presentation
For those of you who weren't able to attend the SXSW 2017 show in Austin, TX this year, here's a recap of some of the topics discussed (and insights gathered) by Design Concepts for you. Enjoy!
Design for Social Innovation A Brief OverviewPenny Hagen
This presentation is a quick introduction and overview of Design for Social Innovation, including some local examples. The presentation was developed for students of the Design and Business Major at Auckland University of Technology and aims to help show how design extends and is adapted for the challenges of social innovation - with an emphasis on community involvement, collaboration and ownership of 'design' and 'change'.
Aiming to eliminate the compromises in organizational life. Covering some interesting and provocative ideas, spanning human rights, complexity science, the death of heuristics, influence flows, personal knowledge mastery, social physics, trust, the digital nervous system, Web 3.0, performance and learning, public relations, collective intelligence, sociocracy, Holacracy, podularity, wirearchy, emergent civilization, self-organization, organized self, socioveillance, middleware corporate, bread incorporated and the Mozilla manifesto.
Discovery Is The New Cocaine - Going Beyond EngagementMing
[Questions? mingyeow@gmail.com]
Web2 is about participation, but what comes after that? We think it is all about Discovery, the art of helping users serendipitously discover content and people that they did not know they wanted to know. Discovery is what makes people come back again and again, interact, and explore.
This deck explains what Discovery is, the psychological reasons behind it, and presents a set of very very practical examples and guidelines on how it can be implemented.
The inspiration for this deck was simple- We ourselves were frustrated by apparent random-ness at which we were implementing discovery for our own startup (discoverio), and were not able to find any resources that presented discovery in a holistic manner.
So just like anyone of you would have done, we decided to come out with process, and share it around with the rest of the world! :)
The most powerful piece is probably the very last slide, but we had not had time to expand on it yet.
Here it is, and we will love feedback! Contact details at the end. ;)
By Ming Yeow Ng, Yu-Shan Fung, Andreas Weigend
The slides for the talk that Helen Bevan and Jodi Brown gave as part of #EdgeTalks on "Scrap the change programme - it's the era of change platforms" on 3rd July 2016
Sign up to The Edge at the edge.nhsiq.nhs.uk Its a free knowledge hub for change activists in health and care to learn, connect and mobilise for change
"The Self-Directed Strategist: Building a Practice and Managing Organizationa...Blend Interactive
There are two big parts to content strategy: the people, and the process. But there's a third one that presents some of the industry's biggest struggles: managing the space between people and process—especially in an organization that is new to content strategy. In this talk, we will discuss managing expectations, projects, and people—within small teams, among changing organizations, and with new clients.
Designing for Diversity in Design Orgs (Presentation)Eli Silva
We all want more diversity in tech. We rarely acknowledge that the experience of inclusion is the product of Org Design. Presented at O'Reilly Design Conference with Molly Beyer, #OReillyDesign, these slides share some practical tips and advice on increasing diversity through applied design thinking. Learn how to empathize and ideate in response to real needs instead of getting people to 'hack a hairdryer'.
Slide for a web usability course at UNC - Chapel Hill
Images by Serena Fenton or from the Internet (sources noted).
Maya design redesign for Carnegie libraries; images from Maya publications.
Steve Portigal: Disciplinarity and Rigour?Steve Portigal
The opening keynote to the Design Research Society 2008 conference in Sheffield, UK. For audio as well, go to http://www.portigal.com/blog/disciplinarity-and-rigour-my-keynote-from-design-research-society-conference/
Steve describes his career path and his key concerns as a practitioner and consultant.
As libraries continue to evolve, what is after makerspaces? What can we learn from others (CES, SXSW, etc)? What should libraries be looking toward in the future? Should they focus on the collection of information, building community repositories, educating and training communities of skills? This session covers ideas to help take your library to a new level. If you are a forward thinker, want to take a few risks, and really expand what a library can do, this is an interactive for you. Let's brainstorm and build the library of tomorrow.
Crowdsourcing Digitization: Harnessing Workflows to Increase OutputGretchen Gueguen
Are the highly selective models of digital content creation satisfying user demands for
increasing access to our vast collection holdings? In this era of decreasing library
budgets and increasing responsibilities, is such a level of staffing possible at any but the
well-funded libraries? As a recent article in the New York Times estimated, it would take
1,800 years for the National Archives to digitize its text holdings at the current rate of
digitization1. Since November 2005, the University of Maryland libraries has engaged in
another model for digitization: a workflow model that harnesses the digitization already
being done by archivists and other staff for requests by patrons. By “crowdsourcing”
selection decisions in this way the libraries have built a collection of over 5,000 objects
from the holdings of the University Archives and Historical Manuscripts. This model is
based on two main principles:
· Selection: As one part of a programmatic approach to digitization, selections are
based on user request and added to the publicly accessible digital repository
· Image capture: Digitization itself proceeds on the premise that creating useful
surrogates is more important than digital reformatting. The path to a successful
workflow is fraught with perils, though.
The presenters will discuss the issues that have proven most effective and most difficult
in the large-scale digitization workflow in place at UM. They will highlight the technical
requirements chosen for images, metadata, and quality control and speak about how
they were, or in some cases were not, able to achieve them. In bringing to light these
issues we hope to continue an ongoing conversation (most recently articulated at
OCLC\'s \"Digitization Matters\" forum) about the purpose of digital collections and
standards of digital surrogate creation, especially in the age of mass digitization projects.
We hope to explore need to harness all of the library’s expertise and resources where
they can best be deployed.
Getting Started with Solver Spaces - SWFLN Makerpalooza - Session 5Brian Pichman
As makerspaces grow more common and users become more adept at the tools we offer - what is next? How can we help students and the public use these technologies to help better their world and the world around them? This session dives into the evolution of makerspaces to solver spaces. Solver Spaces work to solve community-based issues that fall in line with the United Nations Sustainability Goals.
Digital Tools, Trends and Methodologies in the Humanities and Social SciencesShawn Day
This interactive seminar will explore trends and initiatives in the digital community of practice in the humanities and the social sciences. Participants will come away with a appreciation of from where the field has emerged and how it interacts with traditional disciplines. This seminar will be of interest to those in traditional disciplines as well as the wider academy as digital humanities is both collaborative and multidisciplinary in practise. It is intended to form a broad and easy introduction to the practise of digital humanities and will appeal especially to new scholar who is open to the potential to combine their traditional scholarship with digital tools and methodologies. It is *introductory* in nature.
BIBFLOW and the Libhub Initiative: Leveraging our past to define our future
Eric Miller, President, Zepheira
Jeff Penka, Director of Channel and Product Development, Zepheira
Marketing of Digital Libraries - I presented this presentation in a guest lecture for students from the University of Leiden, the Netherlands. [December 3rd, 2009 - National Library of the Netherlands]
Tools and Resources for Transition from Libraries to Wider Community Use Cent...CILIP
Leon Cruickshank's (Professor of Design and Creative Exchange, Lancaster University) presentation to the CILIP 2017 Conference in Manchester #CILIPConf17
This is an interactive session to introduce a collection of freely available tools and resources enabling the transition from libraries into wider community use centres. These tools were co-designed by a group of 20 librarians in Lancashire this co-design process brought together expertise from junior staff to Julie Bell, the head of libraries for Lancashire. They worked in close collaboration with design researchers from Lancaster University, funded by the Leapfrog project (www.Leapfrog.tools). Leapfrog is a £1.2million project that seeks to transform public engagement by design.
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.
Top 5 Indian Style Modular Kitchen DesignsFinzo Kitchens
Get the perfect modular kitchen in Gurgaon at Finzo! We offer high-quality, custom-designed kitchens at the best prices. Wardrobes and home & office furniture are also available. Free consultation! Best Quality Luxury Modular kitchen in Gurgaon available at best price. All types of Modular Kitchens are available U Shaped Modular kitchens, L Shaped Modular Kitchen, G Shaped Modular Kitchens, Inline Modular Kitchens and Italian Modular Kitchen.
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.
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.
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?
1. Designing for Experience
Frameworks and Project Stories
Designing for Experience
Frameworks and Project Stories
Marc Rettig
Fit Associates
Aradhana Goel
MAYA Design
Marc Rettig
Fit Associates
Aradhana Goel
MAYA Design
3. PART ONE
Designing for experience
Example: Carnegie Library
PART TWO
More tools and stories
PART ONE
Designing for experience
Example: Carnegie Library
PART TWO
More tools and stories
17 - 86
pages 4 - 16
88 - 125
8. Design is a way to create things that fit a particular set of forces
To accomplish our
work, we must first
understand the
forces as best we
can, then begin
attempts to make
something that fits
the shape they
suggest. A good
process helps
teams manage this
difficult work: refine
understanding,
attempt to fit within
their pressures.
9. The Design Process in a nutshell
UNDERSTAND
people, context,
use, business,
technology
ATTEMPT TO FIT
insights, patterns,
frameworks,
guidelines
stories,
mockups,
prototypes,
product
10. That’s just about all you need
After that, it all depends on:
the size of the bag of tools you have to
bring to bear on each bubble
your wisdom in choosing the right tool
for the job at hand
your success at facilitating a group of
people through the process, and
nurturing a culture of design for
experience
ATTEMPT TO FITUNDERSTAND
11. Did I really mean that last point?
I’m sometimes accused of being too loose, too
abstract, unable to articulate a scaleable,
enterprise-worthy process.
I do of course work with fine-grained steps in a
project plan.
But I believe a lot of the effort spent teaching and
cajoling teams to follow a process would be more
productively put into:
a) giving them practice at the two-bubble process in
lots of situations
b) helping people expand their bag of tools and
methods
c) helping teams become great at facilitating
collaborative work
ATTEMPT TO FITUNDERSTAND
14. Exercise Two
You have one minute…
Design a way
for people to
enjoy flowers
in their home.
15. Designing for experience makes you change the questions
Experience design, or “design
for experience” is a name
for enlarging scope to consider
patterns of life, goals, activity,
context, repeated use,
learning, sharing, emotion, and
more… while applying
The Design Process.
ATTEMPT TO FITUNDERSTAND
16. Design for people doing activities in context
To do a good job of this,
we have to understand
as much as we can
about the context, the
activity, what else is
going on, where
people’s attention is
focused, what happens
before and after, what
their goals are, and
more.
23. Carnegie Library’s goal
“. . . a preferred destination
for knowledge, entertainment,
and social interaction”
Carnegie Library of Pittsburgh | Information Environment
24. Tame complexity, don’t eliminate it
Carnegie Library of Pittsburgh | Information Environment
26. BASIC QUERY
“Do you have a map of Pittsburgh?”
SUBSTANTIVE QUERY
“What’s a good source for literary
criticism about Oliver Twist?”
BASIC WAYFINDING QUERY
“Where are the restrooms?”
TARGETED WAYFINDING QUERY
“Where can I find this book?”
Exploring, Shadowing, Documenting
Carnegie Library of Pittsburgh | Information Environment
65. Taming complexity with dynamic information environment
Carnegie Library of Pittsburgh | Information Environment
66. What is the hierarchy of information?
Carnegie Library of Pittsburgh | Information Environment
67. Make information blueprints for the space blueprints
Carnegie Library of Pittsburgh | Information Environment
68.
69. ask a librarian
after
Lexicon shifts to user-centered
(not system-centered) language
Reference desk = Ask a Librarian
70. ask a librarian
after
Lexicon shifts to user-centered
(not system-centered) language
Reference desk = Ask a Librarian
Consistent across “user
interfaces” from
website to physical
site…
85. “I am going to hug the librarian. If I could hug the
whole library, I would.”
7-year old Monica Salime of Beaver
Carnegie Library of Pittsburgh | Information Environment
89. Our tools so far
• Rich persona, documenting the
variety of journeys people have
across many systems and
interactions
• Annotated point-of-view
photographs
• Breakpoint analysis
• Models that map information
needs to a model of people’s
experience
Thanks, Aradhana!
90. Tools for integrating understanding
of many dimensions of experience
VasSol CANVAS
Alignment wall
Task annotation sheets
Interactions between roles
Sticky storm
A detailed description of this project was
presented at DUX 2003. It can be downloaded at
www.marcrettig.com/writings/DUX_Herzfeldt_Rettig.pdf
91. Goal
Create a commercially viable product
based on a government-approved
science & engineering prototype
Problems
• Scientifically amazing but unusable
prototype
• No design awareness, pure tech
culture
• Ease of learning and error-free use
were critical to the business model
CANVAS
measures
blood flow
without invasive
procedures.
VasSol CANVAS
92. Task complexity, shown in the working prototype
A screen from the
working product
prototype, before
redesign.
93. Technology + human anatomy
A screen from the
working product
prototype, before
redesign.
95. sequence of activities
notes about each task
tasks
actions / steps /
views or screens
additional functionality
(unnecessary!)
96. Task sheets
For each step of each task,
we captured:
required information
required knowledge or skills
people, relationships
measures of success
barriers to success
terminology
mental task
underlying concerns
97. Working to understand interaction between roles
MRI Technician
Radiologist
Surgeon
X
X
X
X
X
106. Tools for integrating understanding
of many dimensions of experience
Appliance
manufacturer
Bucket-analysis spreadsheet
Learning model
Persona based on “dimensions of
significant difference”
109. The value of the bucket-analysis spreadsheet
Yes, it takes time to populate. But then:
Reading up and down columns quickly tells
you everyone’s story for a particular slice of
the data.
Arranging columns together makes it easy
to synthesize several categories as you
read.
Reading across a row tells you a single
person’s whole story.
Arranging rows together helps you see
commonalities and differences.
Tip: make a blank one of these prior to a
prototype test, have observers capture
directly into it.
110. UNDERSTANDING
TIME →
comfort
misunderstanding
One result: behavioral segments based on learning patterns
mastery, virtuosity
Insight: successful
recovery from
mistakes is related
to growing mastery
of the appliance
and its controls.
111. Meaningful dimensions of difference
For my money,
a set of these
that shows
variation in
people’s
behavior across
an observed set
of dimensions is
far more useful
to the team
than a set of
narrative
“persona.”
112. Tools for integrating understanding of
many dimensions of experience
goArmy.com
guiding strategy
Decision-making timelines
Data among the cubicles
Immersion workshops
113. Personal story, mapped from audio tape
A Soldier’s story, transcribed from an audio tape of an
interview. Timeline views are great for integrating many
layers of experience into a single view.
114. Timeline / collage from story elicitation
A kit of parts was
invaluable in eliciting
the story of Soldier’s
decision, including
influences, resources,
events and emotions.
115. From another project: timelines synthesized into genres of experience
Anne Conners and Kord Brashear, Institute of Design, IIT, 2000
116. Making data manipulable (and public)
During analysis (here, affinity
clustering and a few different
attempts at models) we
surrounded the team’s cubicle
area with data from teenagers,
mothers, recruiters and soldiers.
This has the side effect of
beginning to expose everyone to
the voice of the people who use
the site.
117. Immersing extended team in the data
This work session exposed the
extended team and stakeholders to
artifacts from the research, as well
as the themes that had begun to
emerge. Quotes, photographs,
letters home, military documents,
and more lined the walls.
118. A little dramatic reading
To give everyone a sense of what it
is like to be a teenager facing a life
decision, and considering the Army
as one choice, we read quotes from
our research participants to this
gathering of the extended team
and stakeholders.
119. Scores and scores of (mostly bad) ideas
We then had people brainstorm: “In
light of the themes emerging from the
data, how would you do your work
differently?” The point was not so
much to generate the shape of the
web site, it was to get this group of
people thinking differently about their
work, in light of new understanding
about people who use it.
120. Systematic, practical, detailed
Overview page
Strategic Directive
Success Criteria
Opportunities
Detail page
Success Criterion
Opportunity
Insight from project
Supporting quotes
and data
121. Story about possible future, as catalyst – a “Vision prototype!”
A vision
prototype,
technically
conservative
but
organizationally
ambitious,
showed what it
might be like in
three years if all
the strategic
directions were
pursued.
122. The team translates the research
Insights from the research begin to shape the next
iteration of the site.
123. BBC Digital Curriculum: Posters of design guidelines
An attempt to make design principles from research a part of the daily work culture.
124. Summary
Designing for experience is hard
My recommended recipe:
• a simple, powerful, generally
applicable process
• a big bag of methods and tools
• use the right tool for the right
goal
• attend to the gaps, bridges,
connections, relationships first,
then get the artifacts and
interfaces right
• work hard at facilitating
collaboration