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Service Design: Methods Sampler

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OXD

Ready to expand your palette? Jacqueline Antalik, Director of User Experience, and Deborah MacKenzie, User Experience Designer at OpenRoad Communications walk you through some of those design methods you've been hearing about but never had the opportunity to trysuch as The Future, Backwards, Reframing Innovation, and Bodystorming.

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Methods Sampler CONVERGE: Canadian Service Design Conference Dec. 8, 2017 Service Design
> The Future, Backwards > Frame Creation and Exploration > Bodystorming
The OpenRoad team is comprised of designers, strategists, analysts, developers, and project managers.
1 > The Future, Backwards
1 > The Future, Backwards Origins The Cognitive Edge method is 息2012 Cognitive Edge (USA) Inc., used under a Creative Commons Attribution - Noncommercial - Noderivs license: http://creativecommons.org/licenses/by-nc-nd/3.0/
1 > The Future, Backwards About the method An alternative to traditional strategic planning exercise that helps widen the range of perspectives a group of people can take on understanding their past and the possibilities of their future.
1 > The Future, Backwards Benefits > Illuminates hopes and fears within the organization > Understand which ingrained patterns of past perceptions are influencing an organizations future and break out of those patterns > Bring diverse perspectives to a problem space and highlight similarities and differences of the past(s) and future(s)
The method in action The Future, Backwards
1 > The Future, Backwards How it works Describe the current state of affairs. current
1 > The Future, Backwards How it works Define events in the past that shaped to the current state. past events current
1 > The Future, Backwards How it works Describe the conditions and experiences of an impossibly GOOD, best case future state. past events best case future current
1 > The Future, Backwards How it works Describe the conditions and experiences of an impossibly BAD, worst case future state. past events best case future worst case future current
1 > The Future, Backwards How it works Split into 2 groups. One group will work from the best case future and the other will work on the worst case.
1 > The Future, Backwards How it works Define past events that lead to the best/ worst case future state. current past events best case future worst case future path to best case future path to worst case future
1 > The Future, Backwards Sharing the output Different approaches: > Have a spokesperson explain their output as others rotate around to see what other groups have put together. > Groups take turns presenting output while others listen.
1 > The Future, Backwards Sharing the output Various perspectives between groups become apparent. Acknowledging differences in perspective aids in the process of organizational conflict identification and resolution.
1 > The Future, Backwards Reflection Did any surprising ideas or issues arise in your group? What recent project might have benefited from this activity? When do you feel this activity might be beneficial in a project?
2 > Frame Creation & Exploration
2 > Frame creation & exploration Inspired by Kees Dorst
A problem can never be solved from the context in which it arose.
2 > Frame creation & exploration Obstacles to Problem Solving - Mental Set The tendency to approach situations in a certain way because that method worked. Source: http://bpc.h-cdn.co/assets/16/36/640x640/square-1473283500-shark-rocket-duo-vacuum.jpg
2 > Frame creation & exploration Frame creation & exploration What is it? > It is less about the generation of solutions and more about the ability to come up with new approaches that can be applied to the problem situation itself. Benefits > Reframing the problem situation opens up new possibilities for addressing the problem situation. > Allows us to break away from ingrained patterns of thinking.
Service Design: Methods Sampler
Service Design: Methods Sampler
Service Design: Methods Sampler
Service Design: Methods Sampler
Service Design: Methods Sampler
Todays problems are so complex, dynamic, and networked that they seem impervious to solution. The trusted routines just dont work anymore. These new types of problems require a completely different response. Kees Dorst 2 > Frame creation & exploration Frame creation The metaphor of a lens allows us to see a problem situation in new and revealing ways.
2 > Frame creation & exploration How to reframe a problem situation If the problem situation of _______ is approached as if it is a problem of _________, then the situation should be _________
2 > Frame creation & exploration Example Frame 1 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of _________, then the situation should be approached as if it is a matter of_______ Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/
2 > Frame creation & exploration Example Frame 1 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of designing a community gathering place then the situation should be approached as if it is a matter of_______ Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/
2 > Frame creation & exploration How to reframe a problem situation If the problem situation of _______ is approached as if it is a problem of _________, then the situation should be _________
2 > Frame creation & exploration Example Frame 2 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of _________, then the situation should be approached as if it is a matter of ... Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg
2 > Frame creation & exploration Example Frame 2 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of businesses/services in the right location. then the situation should be approached as if it is a matter of ... Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg
2 > Frame creation & exploration Alternate Frames
Lets try it out 2 > Frame creation & exploration
Service Design: Methods Sampler
2 > Frame creation & exploration Themes: The themes were identified based on a qualitative review ( by the ORC team) of the Stanford report findings and illustrate some of the recurring ideas, issues, topics that were uncovered. Themes are derived by looking at the patterns in the findings, grouping into categories, and labeling - what is the meaning behind this group of findings. Capabilities Information overload Balance Confirmation Bias Inclusivity Pro social behaviour (or not) Truth Transparency Diversity Freedom of expression Efficiency Impartiality Regulation Human nature Fairness Lack of time Activity: Generating frames
2 > Frame creation & exploration Activity: Generating frames Step 1: Pick a theme - Pick one theme and write it down. Step 2: Identify possible frames to explore - Contemplate some associated metaphors/analogies. Ask yourself, is there another context or situation that possess/exemplifies the attributes of the theme? These are the frames you will use to re examine the problem situation. Step 3: Try out the frame (s) - Insert one frame into the problem statement. If the problem situation of teens being able to distinguish between fake news and real news is approached as if it is a problem of then the situation should be... Step 4: Frame Attributes Identify the attributes that you associate with this frame. List below. Step 5: Opportunities (to address the problem of teens have a hard time distinguishing between fake news and real news) Looking at each frame attribute ask, what are similar elements (people, processes, places. props, etc.) of this attribute in the problem situation? What opportunities can you think of. For example - Frame attribute: A dietitian to help you manage your diet. Problem situation opportunity: Media literacy coach for teens.
2 > Frame creation & exploration Step 1: Theme: Balance Step 2: Frame: Eating a balanced diet Step 3: If the problem situation of teens being able to distinguish between fake news and real news is approached as if it is a problem of eating a balanced diet <frame> then the situation should be... Step 4: Frame Attributes Step 5: Opportunities Variety Reinforce the need to refer to more than one information source. Limit the bad stuff Cut down on the amount of time spent looking at TMZ, The Onion, etc. Be wary of diet trends Be wary of reflexive retweeting. Pause and ask, is what you are sending accurate? Activity: Generating frames
2 > This is a Green Section What is a useful frame? > Makes sense to all the stakeholders > Helps them envision a new approach to the problem
2 > Frame creation & exploration Reflection > Did any surprising ideas or issues arise in your group? > What recent project might have benefited from this activity? > When do you feel this activity might be beneficial in a project?
3 > Bodystorming
About the method A collaborative brainstorming activity using role- playing, improvisation, and movement to explore new interactions and evaluate ideas pertaining to a users service experience. 3 > Bodystorming
Benefits > Engaging in physical expression activates different parts of your brain. > Its very human, full of behaviour, emotion, and drama. > Evaluate as you go. > Promotes team bonding. 3 > Bodystorming
When to use it? Understand Problem discovery and exploration sharing observations from the field. Generate Exploring people, places, things, processes, etc. to develop new ideas. Evaluate Trying out solutions to discover hidden nuances Communicate developed ideas. 3 > Bodystorming
How it works > Commit! > Youre there to support each other. > Dont worry about being: creative, funny, or smart. 3 > Bodystorming
How it works Step 1: Gather your team and warm up to put your minds into an improvisational mindset. Warm ups > Clapping exercise > Im a tree! warm-up > Yes, and exercise > Pilates warm-up exercises, dance movements, improvisational theatre exercises, and some informal playground games. 3 > Bodystorming
How it works Step 2: Negotiate your roles. Everyone should have a role. That role doesn't need to be a person (one of you can play the part of a news site, or of Facebook). Everyone should take one of the roles listed on post-its at your table. 3 > Bodystorming
How it works Step 3: Act out your scenario. Social media shows a warning when users try to share a story flagged (by other users or an algorithm) as "fake". TEEN is at home and sees a news article about drones and video games on their social media feed. They share the articles with their friends, but before posting, the system puts up a warning that the article might be fake. Please continue the story... 3 > Bodystorming
How Step 4: Review and discuss as a team. Look for opportunities or challenges that you did not expect. 3 > Bodystorming
3 > Bodystorming Reflection Did any surprising ideas or issues arise in your group? What recent project might have benefited from this activity? When do you feel this activity might be beneficial in a project?
Thank you! Come get a set of method cards to take away!
Gordon Ross Vice President gordon@openraod.ca Jacqueline Antalik Director of User Experience jacqueline@openroad.ca Deborah MacKenzie Senior UX Designer debroah@openroad.ca Winnie Ho Senior UX designer winnie@openroad.ca OpenRoad 210-12 Water Street, Vancouver, BC V6B 1A5 @openroadies /openroad-communications @openroadies
openroad.ca

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Service Design: Methods Sampler

  • 1. Methods Sampler CONVERGE: Canadian Service Design Conference Dec. 8, 2017 Service Design
  • 2. > The Future, Backwards > Frame Creation and Exploration > Bodystorming
  • 3. The OpenRoad team is comprised of designers, strategists, analysts, developers, and project managers.
  • 4. 1 > The Future, Backwards
  • 5. 1 > The Future, Backwards Origins The Cognitive Edge method is 息2012 Cognitive Edge (USA) Inc., used under a Creative Commons Attribution - Noncommercial - Noderivs license: http://creativecommons.org/licenses/by-nc-nd/3.0/
  • 6. 1 > The Future, Backwards About the method An alternative to traditional strategic planning exercise that helps widen the range of perspectives a group of people can take on understanding their past and the possibilities of their future.
  • 7. 1 > The Future, Backwards Benefits > Illuminates hopes and fears within the organization > Understand which ingrained patterns of past perceptions are influencing an organizations future and break out of those patterns > Bring diverse perspectives to a problem space and highlight similarities and differences of the past(s) and future(s)
  • 8. The method in action The Future, Backwards
  • 9. 1 > The Future, Backwards How it works Describe the current state of affairs. current
  • 10. 1 > The Future, Backwards How it works Define events in the past that shaped to the current state. past events current
  • 11. 1 > The Future, Backwards How it works Describe the conditions and experiences of an impossibly GOOD, best case future state. past events best case future current
  • 12. 1 > The Future, Backwards How it works Describe the conditions and experiences of an impossibly BAD, worst case future state. past events best case future worst case future current
  • 13. 1 > The Future, Backwards How it works Split into 2 groups. One group will work from the best case future and the other will work on the worst case.
  • 14. 1 > The Future, Backwards How it works Define past events that lead to the best/ worst case future state. current past events best case future worst case future path to best case future path to worst case future
  • 15. 1 > The Future, Backwards Sharing the output Different approaches: > Have a spokesperson explain their output as others rotate around to see what other groups have put together. > Groups take turns presenting output while others listen.
  • 16. 1 > The Future, Backwards Sharing the output Various perspectives between groups become apparent. Acknowledging differences in perspective aids in the process of organizational conflict identification and resolution.
  • 17. 1 > The Future, Backwards Reflection Did any surprising ideas or issues arise in your group? What recent project might have benefited from this activity? When do you feel this activity might be beneficial in a project?
  • 18. 2 > Frame Creation & Exploration
  • 19. 2 > Frame creation & exploration Inspired by Kees Dorst
  • 20. A problem can never be solved from the context in which it arose.
  • 21. 2 > Frame creation & exploration Obstacles to Problem Solving - Mental Set The tendency to approach situations in a certain way because that method worked. Source: http://bpc.h-cdn.co/assets/16/36/640x640/square-1473283500-shark-rocket-duo-vacuum.jpg
  • 22. 2 > Frame creation & exploration Frame creation & exploration What is it? > It is less about the generation of solutions and more about the ability to come up with new approaches that can be applied to the problem situation itself. Benefits > Reframing the problem situation opens up new possibilities for addressing the problem situation. > Allows us to break away from ingrained patterns of thinking.
  • 28. Todays problems are so complex, dynamic, and networked that they seem impervious to solution. The trusted routines just dont work anymore. These new types of problems require a completely different response. Kees Dorst 2 > Frame creation & exploration Frame creation The metaphor of a lens allows us to see a problem situation in new and revealing ways.
  • 29. 2 > Frame creation & exploration How to reframe a problem situation If the problem situation of _______ is approached as if it is a problem of _________, then the situation should be _________
  • 30. 2 > Frame creation & exploration Example Frame 1 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of _________, then the situation should be approached as if it is a matter of_______ Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/
  • 31. 2 > Frame creation & exploration Example Frame 1 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of designing a community gathering place then the situation should be approached as if it is a matter of_______ Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/
  • 32. 2 > Frame creation & exploration How to reframe a problem situation If the problem situation of _______ is approached as if it is a problem of _________, then the situation should be _________
  • 33. 2 > Frame creation & exploration Example Frame 2 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of _________, then the situation should be approached as if it is a matter of ... Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg
  • 34. 2 > Frame creation & exploration Example Frame 2 If the problem situation of bus operators worried about hitting pedestrians is approached as if it is a problem of businesses/services in the right location. then the situation should be approached as if it is a matter of ... Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg
  • 35. 2 > Frame creation & exploration Alternate Frames
  • 36. Lets try it out 2 > Frame creation & exploration
  • 38. 2 > Frame creation & exploration Themes: The themes were identified based on a qualitative review ( by the ORC team) of the Stanford report findings and illustrate some of the recurring ideas, issues, topics that were uncovered. Themes are derived by looking at the patterns in the findings, grouping into categories, and labeling - what is the meaning behind this group of findings. Capabilities Information overload Balance Confirmation Bias Inclusivity Pro social behaviour (or not) Truth Transparency Diversity Freedom of expression Efficiency Impartiality Regulation Human nature Fairness Lack of time Activity: Generating frames
  • 39. 2 > Frame creation & exploration Activity: Generating frames Step 1: Pick a theme - Pick one theme and write it down. Step 2: Identify possible frames to explore - Contemplate some associated metaphors/analogies. Ask yourself, is there another context or situation that possess/exemplifies the attributes of the theme? These are the frames you will use to re examine the problem situation. Step 3: Try out the frame (s) - Insert one frame into the problem statement. If the problem situation of teens being able to distinguish between fake news and real news is approached as if it is a problem of then the situation should be... Step 4: Frame Attributes Identify the attributes that you associate with this frame. List below. Step 5: Opportunities (to address the problem of teens have a hard time distinguishing between fake news and real news) Looking at each frame attribute ask, what are similar elements (people, processes, places. props, etc.) of this attribute in the problem situation? What opportunities can you think of. For example - Frame attribute: A dietitian to help you manage your diet. Problem situation opportunity: Media literacy coach for teens.
  • 40. 2 > Frame creation & exploration Step 1: Theme: Balance Step 2: Frame: Eating a balanced diet Step 3: If the problem situation of teens being able to distinguish between fake news and real news is approached as if it is a problem of eating a balanced diet <frame> then the situation should be... Step 4: Frame Attributes Step 5: Opportunities Variety Reinforce the need to refer to more than one information source. Limit the bad stuff Cut down on the amount of time spent looking at TMZ, The Onion, etc. Be wary of diet trends Be wary of reflexive retweeting. Pause and ask, is what you are sending accurate? Activity: Generating frames
  • 41. 2 > This is a Green Section What is a useful frame? > Makes sense to all the stakeholders > Helps them envision a new approach to the problem
  • 42. 2 > Frame creation & exploration Reflection > Did any surprising ideas or issues arise in your group? > What recent project might have benefited from this activity? > When do you feel this activity might be beneficial in a project?
  • 44. About the method A collaborative brainstorming activity using role- playing, improvisation, and movement to explore new interactions and evaluate ideas pertaining to a users service experience. 3 > Bodystorming
  • 45. Benefits > Engaging in physical expression activates different parts of your brain. > Its very human, full of behaviour, emotion, and drama. > Evaluate as you go. > Promotes team bonding. 3 > Bodystorming
  • 46. When to use it? Understand Problem discovery and exploration sharing observations from the field. Generate Exploring people, places, things, processes, etc. to develop new ideas. Evaluate Trying out solutions to discover hidden nuances Communicate developed ideas. 3 > Bodystorming
  • 47. How it works > Commit! > Youre there to support each other. > Dont worry about being: creative, funny, or smart. 3 > Bodystorming
  • 48. How it works Step 1: Gather your team and warm up to put your minds into an improvisational mindset. Warm ups > Clapping exercise > Im a tree! warm-up > Yes, and exercise > Pilates warm-up exercises, dance movements, improvisational theatre exercises, and some informal playground games. 3 > Bodystorming
  • 49. How it works Step 2: Negotiate your roles. Everyone should have a role. That role doesn't need to be a person (one of you can play the part of a news site, or of Facebook). Everyone should take one of the roles listed on post-its at your table. 3 > Bodystorming
  • 50. How it works Step 3: Act out your scenario. Social media shows a warning when users try to share a story flagged (by other users or an algorithm) as "fake". TEEN is at home and sees a news article about drones and video games on their social media feed. They share the articles with their friends, but before posting, the system puts up a warning that the article might be fake. Please continue the story... 3 > Bodystorming
  • 51. How Step 4: Review and discuss as a team. Look for opportunities or challenges that you did not expect. 3 > Bodystorming
  • 52. 3 > Bodystorming Reflection Did any surprising ideas or issues arise in your group? What recent project might have benefited from this activity? When do you feel this activity might be beneficial in a project?
  • 53. Thank you! Come get a set of method cards to take away!
  • 54. Gordon Ross Vice President gordon@openraod.ca Jacqueline Antalik Director of User Experience jacqueline@openroad.ca Deborah MacKenzie Senior UX Designer debroah@openroad.ca Winnie Ho Senior UX designer winnie@openroad.ca OpenRoad 210-12 Water Street, Vancouver, BC V6B 1A5 @openroadies /openroad-communications @openroadies