Method
Art
www.mind-lab.dk
Method Analysis Art
Method
Art How can you make abstract issues so immediate that citizens are able to relate to them and discuss them? One solution may be to transform challenges, barriers and problems into works of art. As independent partners, artists are able to explore and challenge the self-understanding both of an institution and its users. Through the transposition of abstract issues into a work of art, a person can undergo the experience of being recognized. Through a work of art people have something concrete to relate to which they are able to discuss, and are thereby helped to express their experiences. The artwork can encompass various different media such as photography, video, text and sound. The most important thing is that the works should interpret and open up new perspectives, criticisms, and new directions.
Art as a method yields: • Help in translating what is abstract into something relatable. • An expression – albeit sometimes an elitist one – that can increase the understanding of a problem and raise the level of ambition. • Unusual and surprising viewpoints that may provide the development process with new directions.
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scoping & project design
learning about the users
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communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Brainstorm matrix
www.mind-lab.dk
Method Idea & concept Brainstorm matrix
Method
Brainstorm matrix The brainstorm matrix is a simple and effective technique for generating ideas based on identified needs, challenges or problems. The project participants decide on the issue to be focused on and brainstorm ideas that address the problem. The aim is to get the members of the project group building on each other’s ideas, thereby sparking new and surprising suggestions. The brainstorming phase can often be stimulated by also inviting multidisciplinary stakeholders with a variety of backgrounds, experiences, perspectives and viewpoints regarding the issue in question. The purpose of a brainstorming session is to trigger ideas, and here everyone in the group has a contribution to make.
The brainstorm matrix can: • Quickly generate a large number of ideas. • Create synergy between the perspectives of the individual participants when they build on each others’ ideas. • Ensure that the ideas clearly relate to the issues being addressed by the project.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Inspirational communication
www.mind-lab.dk
Method Communication of results Inspirational communication
Method
Inspirational communication A debate-provoking campaign; a presentation in which the users’ own voices find expression via video or radio montages; photos taken in the field; appropriate quotes. There are many possible approaches to communicating the project results to the stakeholders in a straightforward and inspiring manner. The essential point is for the communication to give both decision-makers and colleagues a real sense of the findings and insights the project is based on, and to generate the desire to translate the results into action.
Inspirational communication can: • Create empathy for the projects’ findings, insights and key concepts. • Ensure understanding of the project’s empirical basis. • Ensure that the new knowledge will achieve maximum impact in subsequent decision-making. • Be used to train and develop those employees and managers who are responsible for putting actions into practice at the operational level.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Design games
www.mind-lab.dk
Method Idea & concept Design games
Method
Design games Why not play one’s way to new solutions and opportunities? Design games represent a structured approach to organising and engaging participants in an innovation process. Often design games will contain some fixed elements in the form of (for instance) a board plus some elements that are produced by the participants themselves. A game can take many different forms, using items that range from board games, video card games and Lego bricks to dartboards. Design games are well suited to a creative process whose participants have different interests and preferences. Such a game will enable the project participants to describe, develop and negotiate various different ideas and suggestions for solutions. At the same time its play element energizes the process, and the game can combine unexpected elements in a way that will trigger new ideas.
Design games can: • Use randomness in a systematic way that inspires new ideas. • Represent a democratic element that involves all the participants. • Inject energy and humour into the development process.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
The ethnographic approach
www.mind-lab.dk
Method Learning about the users The ethnographic approach
Method
The ethnographic approach The purpose of ethnographic research is to learn about people both with them and alongside them. This learning should whenever possible take place where citizens are situated, in order to get as rich a picture as possible of their daily lives, activities, social relationships and surroundings. Using the ethnographic method, people are described on the basis of studies that focus on how they understand themselves, other people and the world around them. Citizens’ lifestyles, behaviour and attitudes are revealed through observation and ethnographic interviews. Video, notes and photographs are actively used to document it.
The ethnographic approach provides: • Real insights into how people live, act and react. An opportunity to witness the practices we feel we are so familiar with from a fresh perspective. • Observation-based insight into the difference between what people say they do and their actual behaviour. • An opportunity to put oneself in the citizens’ situation and to see the world through their eyes; this change in perspective contains the spark of change.
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scoping & project design
learning about the users
analysis
idea & concept
test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Storyboards
www.mind-lab.dk
Method Test of new concepts Storyboards
Method
Storyboards The storyboard method is borrowed from the world of movies. In this process a scene is depicted in comic-book (sketch) form before the film crew rolls the cameras. As in movie production, where the director can try out different angles and perspectives, a storyboard can be used to visualize several different solutions when public services are being developed, before any of them are finalized. With the help of the storyboard a variety of scenarios can be played out. In a scenario the new activity or public service is depicted in use as real istically as possible. Specifying the proposed solution in detail gives a good impression of whether it will work in practice, including its effectiveness with the target group.
Storyboards can be used for: • Communicating ideas • Testing and evaluating ideas • Detailing a concept early in the process, so that it can be adjusted or reformulated before a new solution is launched.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Service journeys
www.mind-lab.dk
Method Analysis Service journeys
Method
Service journeys Mapping is one of the simplest, yet most usable tools for understanding and visualizing the user’s experience of a service. Service journeys break down the service process into chronological sequences and identify the interfaces and the interactions between citizens and authorities, as well as mediating the journey as a complete experience perceived through the eyes of the user. A service journey identifies potential gaps between the ideal process and the process that is actually experienced, and consequently reveals the potentials for improvement. It is an analytical tool that maintains the complexity of the service and identifies both the positive potentials for adding more value through the interactions, and the shortfalls in relation to the current service.
A service journey may be used as: • A tool for stimulating the production of ideas when a service needs to be adjusted or redesigned. • A means of integrating the right resources, skills, tools and actors in relation to a new service process.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Prototyping
www.mind-lab.dk
Method Test of new concepts Prototyping
Method
Prototyping Producing a prototype – in other words, a physical or visual model – is an obvious knack for designers when new products or services are to be produced. The advantage of a prototype is that it allows both users and developers to relate to something both visually and physically. Similarly, one can use prototypes to shape a new service or public regulation. Role playing is one of the methods that can be used to simulate the desired service experience. This allows one to create a framework for the service and to work through one or more scenarios. The role play may include impromptu props that will be essential for a given public service.
Prototypes enable one to clarify the following issues: • Is it strategically useful to develop? • Is the new benefit or service functional and easy for a citizen or business to use • Will it impact behaviour as expected? • Is it logistically possible to develop and offer it?
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
The problem tree
www.mind-lab.dk
Method Scoping & project design The problem tree
Method
The problem tree Are we conscious of the fundamental assumptions on which the project is based? Answering this question can be a valuable starting point when an inno vation process is kicked off. A problem tree represents a simple way of encap sulating the issue to be investigated. At the same time it illustrates the causal relationships with which a problem is linked. This exercise consists of writing down the core problem to be addressed in the centre of the page. Below it, the causes are identified by asking the question, “How did the problem arise?” Above it, the effects are identified by asking the question, “Why is it a prob lem?” These questions are repeated until the topic is exhausted.
A problem tree can: • Provide an overview of the assumptions on which a project is based. • Enable an assessment to be made concerning whether the ostensible problem is actually the core problem, or whether the latter lies elsewhere.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Interviews with experts
www.mind-lab.dk
Method Scoping & project design Interviews with experts
Method
Interviews with experts What do we already know about the target group? What are the target group’s current practices? What information do we have about the context? These questions must be answered before a project can take shape. Building on existing knowledge is a prerequisite for exploring complex issues, and it is in this context that selected experts can usefully be interviewed. For example, experts can be involved through semi-structured interviews that highlight relevant themes, or in workshops that involve invited experts who can each make qualified contributions to pre-existing knowledge. From this the additional information required by the project in the later phases can be identified.
Expert interviews can: • Provide a quick overview of relevant pre-existing knowledge. • Ensure that the project builds on existing knowledge.
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scoping & project design
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Cultural probes
www.mind-lab.dk
Method Learning about the users Cultural probes
Method
Cultural probes The disposable camera, postcards, notepads, questions asked via the mobile phone. These are just some of the channels that citizens may be given to enab le them to document their own daily lives. Cultural probes are designed to encourage people to record aspects of their daily routines by giving them the appropriate tools. A cultural probe exercise will usually be constructed around two or three key issues or activities that relate to the area being investigated. The method makes it possible to conduct a prolonged user research and gain insight into aspects of peoples’ daily lives, attitudes and values that do not emerge from traditional interviews.
Cultural probes yield: • Visual material that reflects the citizens’ own experiences and perspectives concerning the area being studied. • Rapid access to extensive material. Citizens themselves contribute material to the study.
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scoping & project design
learning about the users
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test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring
Method
Personas
www.mind-lab.dk
Method Analysis Personas
Method
Personas Personas are archetypes that give life to a particular group of citizens or businesses and give them concrete characteristics. The construction of a persona is usually based on ethnographic material and thus reflects the users’ actual needs, skills, values, interests, goals and dreams. Only rarely does a persona correspond to the reality of a specific interviewee; on the contrary, it is an idealized composite drawn from a group of people. Personas express the characteristics of a population segment and often also embody one or more potential solutions. They are thus not merely a communication tool for disseminating knowledge about the target group, they are also an analytical tool that acts as a pointer toward the development of new, targeted initiatives.
Personas can: • Stimulate the generation of ideas. • Bring the target group into close focus in the course of the development process. • Be used as a tool for continuous development and action, even after the innovation process is completed.
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scoping & project design
learning about the users
analysis
idea & concept
test of new concepts
communication of results
implementation
Our advice and contributions to the ministerial projects are based on MindLab’s process model, which consists of seven stages. In some projects MindLab only contributes to the implementation of particular stages, while in others we are involved throughout.
7. measuring