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Editor's Notes

• #2: Start with an apology can I get a number of hands…
• #3: I’m David Peter Simon, Experience Design Consultant at ThoughtWorks Ethnographer by training, systems thinker at heart
• #4: Today I ’ ll be covering 3 things: 1. Human rights technology story 2. Successful techniques used in the field for empathy 3. Some takeaways for crafting sustainable mobile strategies Hope to go quick for a conversation at the end
• #5: So if you were to leave, what ’ s the point? Rigorous methods to empathise with users needs to be actively undertaken when designing mobile products
• #6: Empathy is understanding another person ’ s condition – from their perspective…
• #7: It’s placing yourself in their shoes and feel what they are feeling…
• #8: Empathising with people is a tricky thing place yourself in the context of their mental model *and* physical space Understand constraints
• #9: I want to tell you a story It ’ s a story all about collaboration and iteration. Last year I ’ ve been very privileged to work with…
• #10: The Challenge W ays to use technology to support those held in or at risk of unlawful detention Amy ’ s idea, Refined at OpenIDEO…
• #11: To give you a background on what happens in this scenario, there ’ s about 3 levels of “ bad ” guys: - standard police force (not particularly technical), tech policde dude (gets logs and contacts, knows a bit) and the most aggressive one (which we can ’ t do anything about) - intelligence community…
• #12: Find a way to build an app to counter th Take ideas and make them real How could we get something out to the field?
• #13: The problem Too many scenarios Too many hurdles
• #14: The Approach brought the ideas from OpenIDEO forward, fine-tuned those ideas Our role: support and deliver what's “MVP”?
• #15: The Result we de-scoped so much a tool that allows you to encrypt a message, the individuals in your network and enables you to send a panic message out to those individuals in your network to alert them something is happening
• #16: True challenge wasn ’ t getting a prototype to work True challenge: how do you empathise? Difficulty of going along on kidnap spree Recognising power dynamics
• #17: Amnesty headed off to Nairobi Lucky to go along
• #18: Started by talking to people. Ethnographic approach Each task is broken down into smaller steps until each motion someone performs is described.
• #19: Key was to identify where strain occurs, not through the software but in the human system It ’ s important to identify and learn about people We got an opportunity to listen and learn rather than provide them with a solution
• #20: We think we can solve all peoples ’ problems
• #21: But people already have their own answers and ways about things And they don ’ t want our solution Difference: The correct answer to a puzzle vs. A thing done to deal with or as a reaction to a situation
• #22: Story about the well and the charity
• #23: Don ’ t design for solutions that aren ’ t needed Don ’ t diagnose false problems Design to augment answers.
• #24: Reaffirms for me needs of actual user unpredictable nature of how people
• #25: Speaking of unpredictable nature… We did CX mapping Some people don ’ t consider time linearly Some people don ’ t have people: I have no one Most interesting thing we learned wasn ’ t usage, but how people view things
• #26: No recipe for a homerun app But what there is is a strategy to learn about people and figure out how to build things that augments current answers
• #27: It ’ s never about _just_ building an an app or product, it ’ s about supporting people in their goals - whether that ’ s evading the secret police or buying cheaper home insurance.
• #28: And these sort of “empathic” methods can be applied to any project lifecycle Just to recap, the three key (yet basic) ones we found successful in the field were...
• #29: the process of asking a user to execute a series of tasks or use technology, while continuously verbalizing their thoughts so that a researcher can gain insights as to the users' analytical process WhatsApp example
• #30: analysis of how a task is accomplished w/ detailed description of both manual and mental activities Task time Guy who owned a smart phone but couldn’ t use it, pulled out his dumb phone Tech literacy rate,
• #31: imagine what it would be like if the product existed, and act as though it exists, ideally in the place it would be used Learn a richer story simply by putting yourself in their shoes. One group actually recreated a police brutality scenario. Activity of getting on the ground and pretending to be hit reified the necessity of certain features
• #32: Success isn ’ t just a working app It ’ s working with people, using rigorous techniques, to find how your ideas augment their answers It’s empathising with them to get to the next stage and to inform your desgin.
• #33: So what are the three takeaways for crafting mobile strategies based on empathy?
• #34: Focus on what ’ s not said. Like the story of the charity & the well Don ’ t just design for moments or spaces but for people
• #35: Apply the 80/20 rule. Y ou start with people and work backwards towards the technology. Whatsapp example, how they use tech already Build off that
• #36: Continually refine it and iterate it Be empathy-informed Two phones guy, allow for human emotion to influence you
• #37: Empathy is a skill that you can learn. It's like riding a bicycle. If you're willing to work at it, you can rapidly improve the quality of your designs and allow you to build next step. Open question I ask myself now is how will I *actively* apply empathy on this project And I end with leaving that open question do you guys: how do you *actively* apply empathy on your projects