Service Prototyping


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  • Homeless people have mobile phone
  • Because homeless people have phone.
  • Although they won’t be charged.
  • By using the web, we reduce the’ barrier to entry’, Got postivefeedback from many organizations.
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Engaged user/ involved usersKeep your distancehurtful
  • Service Prototyping

    1. 1. service prototyping9 August Service Design Summer at Central Saint Martin, Ohyoon Kwon
    2. 2. The people I worked with
    3. 3. Most homeless people in Londonown a mobile phone
    4. 4. For us it is everyday media, but for some it’suncomfortable and unusual.
    5. 5. Service providers Other homeless/ ex- homeless people Outside worldThis is social media in a ‘homeless’ context
    6. 6. Users have a variety of complex problems. Varying accommodationstatus and levels of habituation
    7. 7. A quest through an unknownforest.
    8. 8. 3 iterations, 10 weeks, 36 people
    9. 9. 1. Discovery of limitations (2 weeks)• Used web-based SMS tool• Participants could send/ receive text for free• Participants: 7 from the Shelter 4 from thestreets• Only 4 people used the service• Managed to get feedback from 2 participants•Discovered limitations to run a pilot service•Mobile phone have to have a little credit to send a free message•Getting feedback from participants on the streets is very difficult• Theoretically a good solution but in reality developmentintensive, expensive and time consuming.• It made us look for any other technical alternative
    10. 10. 2. Co-creation (4 weeks)• Change technical platform to Twitter• Participants got support to be able to sendmessages (got a pre-paid SIM, unlimited SMS)• Participants: 5 from the Shelter• 1 person stop using the service after 2 weeks• 3 participants became core-users• Developed 3-steps of engagement• Sign up – select information - participation• Co-created with the core-users
    11. 11. 3. Implementation (6 weeks)• Implement homeless SMS service at anexisting service provider•Participants signed up to Twitter by web• Participants got incentive of a lunchvoucher (£2)• Participants: 20 from The Connection(homeless day centre)• 3 person stop using the service• 1 person lost his phone• Got feedback from 14 participants• Discovered different types of user behavior patterns• Users need education of using the tool• 6 weeks are not sufficient to implement service to a big organization
    12. 12. To wrap up…
    13. 13. 1.Communicating an abstract concept is difficult, but DON’T GIVE UP“You guys will fail” - 13 April, Ben Richardson, Activity worker at The Connection
    14. 14. 2. Do not take ANYTHING for grantedWe know many don‟t have credit in their phone, but cannot imagine that how mobile company set a restriction on sending message to zero credit status.
    15. 15. 3. Fail fast and LEARN QUICKLY
    16. 16. 4. CORE USERS are essential to the projectCore users feel ownership on the project, expect higher engagements such as workshop, consultation and recommendation.
    17. 17. 5. Be RESPONSIBLE because it is real to participants„How come there‟s not any smsmsgs; not even weather forecast?‟- @Twinbiecs
    18. 18. 6. Protect the relationship with participants