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Design thinking for designing and delivering services
INN332: Informa-on Retrieval unit
overview Zaana Howard Associate Lecturer z.howard@qut.edu.au Hello! By Major Clanger hIp://www.flickr.com/photos/major_clanger/382513/ tweeting? @zaana #quloc
agenda 10.00 - 10.30 Introduction
10.30 - 11.00 Understanding current challenges 11.00 - 12.15 Understanding the problem 12.15 - 1.00 Lunch 1.00 – 2.15 Developing & testing a solution 2.15 - 2.30 Preparing your story 2.30 - 3.00 Showcase and wrap up
a note on language: user
centred design; human centred design; user experience; service design; design thinking (+ more...) often interchanged, all related but each has its own distinct definition, history and foundations
Mapa Rambla Sant Jordi. 1a
parte. ZONA VI by La Fundicio start with research exploring, observation, shadowing users, interviews and brainstorming sessions
what happened? new customers existing
customers have a better experience, accomplish their goals more easily librarians and library staff devote more of their to high value, high reward efforts. Blue tape measure by Darren Hester
what do you already know
about the problem? good points? pain points? what do you need to be aware of for the future? challenges? opportunities? any themes and insights? share what you know
Dig deep. Ask for stories.
Uncover feelings and emotions. Why is this important? What really matters? ask questions
Who are you designing for?
What motivates them? What are their needs? What is their background? How do you design for their context? Where are there gaps? How can we build on their needs/changing lives? build a persona
Personal information Age: 19 Profession:
full time student Field: Design Home life: single, lives with parents Hobbies: hanging out with friends Personality: arrogant and ambitious Amelie the Undergrad “Do I need to know this to pass?” • Inexperienced library user • Only interested in what’s required • Research is not a key part of the course Background Computer usage Library usage Key experiences Experience: high Primary uses: IM, email, web, Creative Suite Favourite sites: Facebook, YouTube, Vimeo, Design Milk Hours online per week: 40 Works out of: library or home Devices: laptop & any device she can get her hands on How often (online): weekly How often (offline): few times a week For: study, meet friends Advanced features: rarely Reliance on library: high (few alternatives) Material: books Uses: catalogue Amelie uses design books in the library to get ideas for projects. She does not rely on the library’s journal collections, her emphasis is on books. She uses the online catalogue to get started but spends most of her time pulling books from the stacks and looking for images. As a design student her work is very project focused with little research required. Some of her projects are highly independent, others involve working in groups and building on ideas from her colleagues. Her studio work involves developing prototype designs by using Creative Suite software, constructing physical models, and sketching on paper. She relies on Getty Images and Flickr as good sources for digital images. She has found it difficult to search for images through the library.. She has tried to use the “ask a librarian” feature but sometimes she gets the feeling that there are not enough resources to handle all the requests so you have to wait for a reply. Amelie uses the library systems so infrequently that she doesn’t get used to them or build up tactics or strategies for success. Amelie needs help to use the library. If you don’t bring the book back on time you get an “outrageous fine, something like $30.” Zaana Howard 2012. Adapted from persona examples from Step Two Designs & Cornell University. Persona images courtesy of Flickr Creative Commons.
example how might an engineering
post graduate student find relevant and credible information quickly so that time on work is limited as they have a full time job and a small baby?
creating new futures 50 ideas
15 minutes what are the opportunities and possible solutions to the problem you identified?
choosing futures which ideas are
most possible? most delightful? what are you drawn to? you each have 3 votes, use them to select an idea to work with.
storyboarding what is the story
of your new product | service | library? top tip: Start in the middle of your story with the ‘magic moment’, what are you trying to achieve? before after during
make your idea come to
life what parts of your solution have form? make them tangible. wireframe, diorama, role play, scenario Have paper. Will prototype. http://vimeo.com/13788874
plan your pitch What is
your one liner? - elevator pitch Who is this for? How does it work? What is it called? Why do you think this is important for the future?