The document discusses user-centered innovation and design processes at CERTI Foundation and their Digital Convergence Center. It describes their approach of learning about user needs through research, shaping solutions through ideation and prototyping, and checking solutions through evaluation and validation. This process aims to develop innovative products and services through a multidisciplinary approach focused on understanding users.

1. USER-CENTERED INNOVATION
LEARN, SHAPE AND CHECK

2. WHO WE ARE

3. CERTI The Digital Convergence Center
Reference Centers for Innovative Tecnologies Foundation The Digital Convergence Center (CCD) works in the de-
(CERTI) is an institute of Science, Technology and Innova- velopment of innovative products and services to society
tion located in Florianópolis (Santa Catarina), that offers a software, internet, embedded systems, digital television,
set of skills as a solution to different demands of private telecommunications, networks, mobile communications,
institutions, government and third sector. digital inclusion, business strategy, market analysis and
technology areas. CCD applies multidisciplinary approach
and works collaboratively, working in three areas:
The excellence of the projects we run and of the services
and products we develop are the result of a careful and
systematic work in network, started more than 25 years, • Research and technology evaluation.
through technical and scientific partnerships held with uni- • Software and plataforms development.
versities and research centers in the country and abroad. • Hardware development.

4. HOW WE WORK

5. EVALUATION AND
EXPLORATION IDEATION
VALIDATION
INTERPRETATION, IMPLEMENTATION
ANALYSIS AND CONCEPTION
AND RELEASE
SYNTHESIS PLAN
LEARN SHAPE CHECK

6. LEARN

7. Exploration
“QUESTIONS ABOUT NEEDS AND DESIRES
ARE ANSWERED BY PEOPLE”
Appropriate solutions arise when there is a deep and well- in all its extension. Watch users and see what they think,
directed knowledge about the problem and its elements. In- make, use and feel in a real context, increase the chances
novative solutions emerge when there are efforts towards of a successful solution.
the understanding of the field, customer and users views,

8. Techniques and Artifacts to Exploration
• Briefing.
• Benchmarking.
• User interviews.
• Contextual interviews.
• Focus groups.
• Product Vision Box.
• Elevator Statement.
• Documentation analysis.
• Specialized literature studies.
• Accessibility and Universal Design studies.
• Usability and sustainability studies.
• Interface and interaction studies.
• Sistematic observation.
• Etnographic study.
• Netnography.
• Polls and surveys.
• Questionnaires.
• Records and database analysis.

9. Interpretation, Analysis and Synthesis
“NEW OPPORTUNITIES FOR
TECHNOLOGIES ARE IDENTIFIED IN
OBJECTIVES, MOTIVATION AND LIMITATIONS”
We recognize that for the understanding, maturation and tems analysis, usability, design, psychology and engineer-
transformation of information into knowledge, a multi-dis- ing, in order to achieve better results in the understanding
ciplinary team of specialists is a key part. Our team consists of problems and synthesis of information.
of experienced and talented professionals in business, sys-

10. Techniques and Artifacts to
Interpretation, Analysis and Synthesis
• Tasks Analysis.
• Flowcharts.
• Mental maps.
• Goalstorming.
• Personas.
• Scenarios.
• Use cases.
• Matrix functions.
• Specification Documents.
• Infographics.
• Storyboards.
• Workshops.

11. SHAPE

12. Ideation and Conception
“IN THE DESIGN OF THE SOLUTION, USERS
INFORMATION IS RAW MATERIAL FOR INNOVATION”
We are aware that the success of an effective solution is rations and desires of people by understanding their needs.
deeply tied to the conversion of findings from studies and In its essence, conceive is materialize ideas, interpret needs
interpretations and unique solutions appropriate to the and problems to create hypotheses and solutions.
user. Conceive and devise means to make tangible the aspi-

13. Techniques and Artifacts to
Ideation and Conception
• Storyboards and Illustration.
• Sketches and Wireframes.
• Generation of alternatives.
• Participatory Design.
• GUI Design.
• Interaction Design.
• Information Architecture.
• Card Sorting.
• Copywriting.
• Paper prototyping and non-functional prototyping.
• Functional prototyping of high and low fidelity.
• Product Design and CAD.
• Design of accessibility and Universal Design.
• Project sustainability and usability.
• Solutions redesign.

14. CHECK

15. Evaluation e Validation
“SPECIALIZED ASSESSMENT TO ENSURE
EFFICIENCY, EFFECTIVENESS AND SATISFACTION”
The main objective of the evaluations, including usabil- carried out in pilot projects at various stages of the devel-
ity, ergonomics and accessibility, is to validate the solu- opment, ensure consistency and increase the success rate
tion based on norms and standards already consolidated, of a solution after its market launch.
increasing its effectiveness for the user. Evaluation steps

16. Techniques and Artifacts to
Evaluation and Validation
• Usability Testing.
• Usability inspections.
• Ergonomic assessments.
• Heuristic evaluations.
• Systematic observations.
• A/B test.
• Cognitive route.
• Questionnaires.
• Interviews.

17. Implementation and Release Plan
“GOOD IDEAS TAKE SHAPE WHEN THEY
ARE INTRODUCED TO THE WORLD”
The disclosure of a solution with the establishment of an the begining to the end of projects enable us to under-
implementation plan, containing specification documents, stand the needs of development teams and marketing dur-
interface and interaction standards are key steps in the ing the life cycle of solutions.
materialization of a new solution. Our participation from

18. Techniques and Artifacts to
the Implementation and
Release Plan
• Standards GUI.
• Interaction standards.
• Documents specification.
• Infographics.
• IIustrations.
• Animation (motion graphics).
• Communication.
• Branding.
• Naming.

19. WHAT WE DO

20. LEARN SHAPE CHECK SHAPE CHECK
Survey of Product Use observation Adjustments Documentation
technologies conception and and final prototypes
prototyping Ergonomics and
Socio-educational usability research
research in schools
ProInfo Projector
The development of ProInfo Projector involved intensive
research for the definition of a projector and computer inte-
grated into a single device for use in the classroom.

26. LEARN SHAPE LEARN SHAPE CHECK
Research launch Sketches, Presencial and online Sketches, wireframes, Workshop and
wireframes, systematic observation graphic project results analysis
Presencial and online graphic project
systematic observation Interviews, questionnaires High fidelity functional
High fidelity and usability testing prototypes
Interviews, questionnaires functional
and usability testing prototypes
Personas and scenarios
Portal do Estudante Pilot * In progress
Evaluation of the Student Portal under development in project
the real environment of use in 12 schools and different
states of Brazil.

33. LEARN SHAPE CHECK SHAPE
Gathering information Ideation and Validation Ideation and
conception conception
Interviews
Analysis and
interpretation
Modeling
Especial Education
Concept development, prototypes and specifications of an * In progress
accessibility device for students with visual impairments. project
Focus on pedagogy.

39. LEARN SHAPE CHECK
Understanding the Brainstorming Specification,
problem and workshop interface and interaction
standards
Specialized literature Information
studies Architecture
Benchmarking and Sketches,
usability inspection wireframes,
prototypes
OiTV HD Project
Joint development between OiTV and CERTI to es-
tablish the base for solutions proposed by a study
and by the identification of best market practices
and usability inspection.

45. LEARN SHAPE CHECK
Benchmarking Graphic project Test versions to
solution validation
Briefing Behavior and
interaction Implementation
Product vision box definitions plan
Elevator statement Adjustments
User research
Personas LabEEE Project
Development of a simulator for evaluating the energy
efficiency of commercial buildings to be used in the
early stages of the project of new buildings, when
ecisions have great impact. * In progress
project

52. FOR WHOM
WE DO

54. CERTI Foundation
Campus Universitário UFSC, Setor C | Florianópolis, SC, Brasil
CEP: 88040-970 | Tel: 55 (48) 3239-2000 | www.certi.org.br
Digital Convergence Center
Marcelo Otte - Diretor Executivo
Tel: 55 (48) 3239-2171
mot@certi.org.br
Luciano B. Roncalio - Gerente
Tel: 55 (48) 3239-2158
lrn@certi.org.br

55. Copyright © 2011 CERTI Foundation