Lecture to UNSW design students about my human-centred design practice

1. Human-centred design
by Jax Wechsler.
Thursday, 5 June 14

2. My experience
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3. Design is...
• not only about making THINGS
• a process for wicked problem solving
• a social / collaborative process
• about generating possibilities
• human-centred
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4. Role of the Designer
“Complex systems are shaped by all the people
who use them and in this new era of
collaborative innovation, designers are having
to evolve from being the individual authors of
objects, or buildings, to being the facilitators of
change among large groups of people”
Thackara, J. (2006). In the Bubble, Designing in
a Complex World.
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5. Design Practice Today
SRC: http://knowledgeconnect.com.au/2012/03/co-creation-and-participatory-design/
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6. UX design
interaction designer
2000 Jesse James Garett
http://vimeo.com/21691333
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7. I am the same person across
multiple touch-points
Service design
https://www.youtube.com/watch?v=BeEUemtdoJQ
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8. Service design
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9. Human-centred!
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10. HCD life-cycle
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11. (SRC: Michael Schrage 2006)
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12. Knowing your users
NEEDS
EXPECTATIONS
GOALS
FEELINGS
EXPERIENCE
THOUGHTS
CONTEXT OF USE
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13. think about your
other humans too!
e.g.ACME BANK: executive team, bank managers,
bank tellers, call centre staff, training staff, IT staff that
design internal systems, HR staff who hire,.....
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14. Why do research?
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15. Levels of Design
Designers can design for components, products, systems and
communities - John Chris Jones (1971) Design Methods
1.
COMMUNITY
LEVEL
City
2.
SYSTEMS
LEVEL
3.
PRODUCTS
LEVEL
4.
COMPONENTS
LEVEL
Other systems
eg. Industry,
recreation
TrafficHousing
Living
rooms
Bedrooms
etc.
Land Property
rights &
legal processes
Body Engine Surfaces Networks
TravellersFamilies VehiclesHouses RoadsSites
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16. “design that is directed first and
foremost to human needs”
(Victor Margolin, 2007)
Social design
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17. Masters Thesis
How can we use design artefacts
(representations) to support
human-centred innovation within
organisations?
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18. Empathy
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19. Context
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20. Cognitive frameworks
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21. Communicating vision
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22. Persona
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23. Customer Journey Map
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24. things to think with
things to talk with
and things to talk about
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25. Community
of practice
Community
of practice
Community
of practice
OBJECTS
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26. Telstra Dealers
Improving online
ordering capability
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27. Dealer Care call centre and IP Activations Team in Brisbane
(Interviews with managers/ leads & sat with staff & listened in on their calls)
LISTEN DEFINE DESIGN
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28. 3 Sydney Telstra Business Centres
(we learnt about their processes & hacks)
LISTEN DEFINE DESIGN
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29. Understanding behavioural as well as experiential & emotional requirements
(i.e. How they want to experience the Telstra brand)
LISTEN DEFINE DESIGN
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30. Co-design workshop with 8 dealers
Listened to their ideas & designed some solutions together
LISTEN DEFINE DESIGN
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31. LISTEN DEFINE DESIGN
AIM: (1) Synthesise the research
(2) Define the problem-space & create some models to think with
Affinity mapping exercise : Research analysis & insight generation
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32. LISTEN DEFINE DESIGN
Personas: Understand who are users are
(behavioural information rather than just demographic)
Needs
Goals
Work Tasks
Irritants
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33. LISTEN DEFINE DESIGN
Journey Maps: Mapped out tasks required to place orders of various products
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34. LISTEN DEFINE DESIGN
More tools/models to think with & some visions for the future.
1. Design principles
5 principles and some examples on how to execute on them. These should be used
to inform the design of ALL systems & processes for dealers.
2. Online Capabilities
High-level description of the main capabilities a dealer portal will need to fulfil
3. Conceptual design for a portal
High level wireframes and system requirements
4. Scenarios
How a portal could fit into the context of their work (video and comics)
5. Some Quick Wins
Things that can be done now to improve the dealer experience
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35. Jax Wechsler
jax@stickydesignstudio.com.au
http://stickydesignstudio.com.au
Mobile: 0403 895497
QUESTIONS?
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