Vishram Singh - Textbook of Anatomy Upper Limb and Thorax.. Volume 1 (1).pdf
Design thinking for designing and delivering services
1. design thinking for
designing & delivering
services
Zaana Howard | Associate Lecturer | QUT
17 May 2013 for QULOC
2. 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
3. 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
11. 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
19. Mapa
Rambla
Sant
Jordi.
1a
parte.
ZONA
VI
by
La
Fundicio
start with research
exploring, observation,
shadowing users,
interviews and
brainstorming sessions
29. 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
36. 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
37. Dig deep.
Ask for stories.
Uncover feelings and emotions.
Why is this important?
What really matters?
ask questions
38. 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
39. 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.
41. capture findings
summarise:
what are you trying to do?
what themes and insights have
your developed?
what are the main challenges and
opportunities?
44. 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?
45. how might who
what so that why?
based on the challenge, persona, need
and insight
47. creating new futures
50 ideas 15 minutes
what are the opportunities and
possible solutions to the problem
you identified?
48. 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.
51. cost of failure vs. project time
prototyping
fail early fail often
52. 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
53.
54. 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
63. 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?