Designing Interactions. BENJAMIN LAING // PRODUCT DESIGN Y1 // GSA GROUP 6
In this introduction I would like to thank Alex Lister, Iona Geddes, Theo Michaela and Eve McCann for without which this project would not have been nearly as successful nor as rewarding as it became. Thank you for the hard work, it has been a pleasure working with you.
THE FIRST WORD. Page 2.
Page 16-17 .......... Visualising empathy Page 18-19 .......... The Points of Friction Page 21-22 .......... The Design Specification Page 22-23 .......... Analysis
Page 26-27 .......... Video prototyping Page 28-29 .......... The Results Page 30-31 .......... Creating an Identity Page 32-33 .......... Mood and Theme boards Page 34-35 .......... Developing Ideas Page 36-37 .......... Finalising Ideas
Page 40-41 .......... Influence Page 42-43 .......... The Details That Matter Page 44-45 .......... Creating the model Page 46-47 .......... Meet Enso Page 50-65 .......... How our Design Changes Things
Page 68-69 .......... Feedback Page 70-71 ........... Reflections
Contents
Page 2 ................ The First Word Page 6-7 ............. Discovery Page 8-9 ............. The Brief Page 10-11 .......... Uncovering the Issues Page 12-13 .......... Primary Understanding Page 10-11 .......... Uncovering the Issues
DISCOVER DEFINE DEVELOP DELIVER REVIEW
a r u o c En e d I d l i W
e g a . s ea
DEFINING. UNDERSTANDING. VISUALISING. Interactions -
“Interaction is a kind of action that occurs as two or more objects have an effect upon one another. The idea of a two-way effect is essential in the concept of interaction, as opposed to a one-way causal effect.”
Intercom -
“verb (used without object), intercommunicated, intercommunicating. 1. to communicate mutually, as people. 2. to afford passage from one to another, as rooms. verb (used with object), intercommunicated, intercommunicating. 3. to exchange (messages or communications) with one another..”
DISCOV Page 6.
VER.
THE TASK As a group, our team is looking at focusing on the everyday task of passing through the threshold of security doors. We want to focus particularly on the process or sequence of events which cause people frustration in the user’s daily lives weather they are aware of it happening or not. Security doors take many forms and as a group we will evaluate the points of friction in a verity of situations before focusing on one design opportunity in particular. Brief To analyse, evaluate and critique a specific user-product interaction and context. We will identify the physical process people undertake in interacting with security doors paying particular attention to visual, tactile and sound elements related to the sequence and choreography of events. Before creating a redesign of this process and improves upon and solves the issues presented with the current. DISCOVER // week one: Understand. • Create the 5 min digital presentation (all involved) • Observe/ record people carrying out the activity • Investigate the visual/ tactile and audio cues that are involved. • Identify the most critical points of friction We have to: Analyse, evaluate, critique and propose • What you saw … & the reasons behind why you observed what you did. • What people said … & why people said what they did. • What you experienced when performing the tasks. • Identify any insights into the perceived user experiences and what factors caused the good and the bad experiences. • Prepare summary of research findings and critique of observed interactions. • Propose a redesign for the user-product interactions and experience. DEFINE // week two: Visualising. • Emphasis on recording the process, the design opportunity and the moments of friction created. • Create a product design specification! • Create concept designs and develop a final concept proposition
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DEVELOP // week interpret
three: re-design, re-
• Develop physical models of our concept • Visualise and model the new design concepts • Test the concepts using quick sketch models / role play • Evaluate concept proposals • Stress test and refine design • Create PowerPoint summarising key points identified DELIVER // week four: finalising • Finalise the design solution chosen • Communicate this interaction with use of scenario role play, video & a story board • Present final solution DELIVERABLES Friday 26th Feb at 14:00 - Five minute presentation per group summarising key findings. Identify design opportunity Monday 11th March at 14:00 - Five minute presentation per group summarising key points investigated and issues raised during the development and test of concepts and the proposal for the final design. Friday 13th March at 13:00 - Final presentation will be a 10 minute (max) presentation including a short video of the redesigned user-product interaction that encapsulates the proposed user experience.
As a group we need to: • Investigate and observe the various points of interaction between users and self-service products. • Organise, evaluate and critique these interactions visually for presentation and discussion. • As part of your critique, and from the user observations, determine the most critical points-offriction in the interaction between the user and the touchpoint and illustrate as user journey storyboards. • Visualise design concept proposals that respond to these points-of-friction and test using sketch models and rôle-play – “experience prototypes.” • Evaluate concept proposals for relevance and appropriateness in the context of improving the user experience based on criteria extracted from initial user observations and research. • ‘Stress test’ the interaction design and refine based on test feedback. • Develop a final concept (experience prototype) model that best fits the user requirements and responds most appropriately to improving the user experience.
Locks Threshold Push and pull doors Automatic doors Disabled Access Safety Intercommunication
After a session of brainstorming we focused and looked into the aspect of security and access.
HUMAN
visual
PHYSICAL
tactile
“Expensive shops close there doors on purpose to create a sense of exclusivity.
“Doors make people feel safe, it’s the threshold of passing into a new place”.
“People will always go for the easiest option”
“People always follow the path of least resistance”.
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DIGITAL
audio
UNCOVER. As a group we started to brain storm what types of doors we could explore and analyse. We took a long time researching the differing elements that we wanted to pursue. What could we take advantage of as a design opportunity? What had the most depth. We truly wanted to focus on an issue that really solved a problem that effected people on a daily basis.
Analysis “Car designers spend thousands engineering the perfect sounds for there cars”.
“Other shops leave there open and an inviting gesture”.
“how does the door feel to use?”.
“No one likes the feeling of failure in public”. Page 11.
A is the dialler at the bottom wishing to enter the flat.
N is the process, the experience the users both A & B take part in.
A
n
W
B is the receiver of the call and the owner of the Flat.
B
e uncovered a very confusing conceptual model. As a consumer when you look at a camera you automatically assume (or know) that on the right had side a button will allow you to take a picture. The conceptual model allows designers to create products that are intuitive to use based on the principles and design history of other successful products. However because an intercom differs so greatly from place to place it confuses its user every time, it was at this point that our group understood that an intuitive design was key to the success of our service. Page 12.
A
fter uncovering all of the issue surrounding current doors as well as carrying out primary and secondary research on the streets of Glasgow we started to predominately focus on the study of door intercoms and security as we felt that this called for the biggest need for change. After studying several as well as trying to understand the design from the users experience we focused predominately on understanding and mapping out the experience in the form of a story board, this allowed us to outline every step both of our users would undertake going through the process (N)
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Understan user need
nding d
Visualising Empathy Our team used a technique known as creating an empathy map. The empathy map allowed us to role play exactly what the user was experiencing and what senses he was experience at each moment.
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Thinking Seeing Saying Doing Feeling Hearing
Is it working?
Is this the right building?
Did I buzz the right door?
That’s a bad noise
What’s taking so long?
Push or pull?
Signs of push or pull Monotone colours Harsh cold metal
Lights flashing
Hello, it’s...
My name is…
Hello, delivery
Let me in please
Texting
Waiting
Push/pulling door
Cold Metal interface
Ringing, calling
Using the Fob to enter
Excitement Confused Insecure
Awkward Nervousness Anxious
Ringing
The beep of the door. A natural voice. Buzz
Click of the door
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Points of friction After our consideration of the user we focused on looking at the main problems and issues with the design, the key experiences that we wanted to enhance to create a better solution. We pinned up post-it’s on the wall with all of this information before grouping it together and creating a product design specification with all of the information.
Accessibility. Aesthetics. Safety & Security. Communication.
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--- Design 1.0 Accessibility: The user of the System (N) will be both the receiver (B) and the person at the bottom of the door (A) needs to be a systems that is very easy to operate and intuitive to its user. 1.1 N must communicate its use through its aesthetics (the door must look like a door) 1.2 N must work 24/7 1.3 N must be designed with all ages in mind. 1.4 N must let A know B wants in easily 1.5 N must have the ability to choose which flat they would like to access. 1.6 N must be time effective to use 1.7 N must have disable access 1.8 N must have identifiable features that communicate to (B) they are in the right place. 1.9 N must be able to allow A to progress through the system with one hand 1.10 N must act as a point of access 1.11 N must be usable by people of all ages and sizes 1.12 N must be usable by people of all ages and sizes 1.13 N must be able to control the entry of A 1.14 N must be responsive to its user (B) 1.15 N must be user friendly 1.16 N must be able to alert B when needed 2.0 Aesthetics: The aesthetics of this design will have to adhere to a homely appearance as well as fit into the aesthetics of the flat building itself 2.1 N must communicate a calm and homely aesthetic 2.2 N must be intuitive and self explanatory 2.3 N must be user friendly 2.4 N must communicate a clean aesthetic Page 20.
specification --2.5 N must be easy to clean 2.6 N must not ‘date’ aesthetically 2.7 N must fit into A’s home environment 2.8 N must be personal 2.9 N must be intuitive and self explanatory 2.10 N must be user friendly 2.11 N must communicate a clean aesthetic 2.12 N must be easy to clean 2.13 N must not ‘date’ aesthetically 3.0 Safety and Security: Safety is a big issue, N as a system or process has been built around the idea of security. As a group we hope to not only address these points with our design but to also make them better. 3.1 N must be strong and durable 3.2 N must be safe and secure 3.3 N must have service access 3.4 N must be fire friendly 3.5 N must be safe to use from B’s perspective. 3.6 N must keep unwanted guests out 3.7 N must be safe to use from A’s perspective. 3.8 N must give A way of identifying who B is 3.9 N must have a way of restricting B (if the need is there) 4.0 Communication: N must communicate its use to A effectively 4.1 N must clearly communicate its proper use effectively 4.2 N must get the attention of (B) quickly and easily 4.3 N must allow (A) to communicate to (B) 4.4 N must tell (A) when they are doing the right thing (feedback) 4.5 N must tell (B) when they are doing the right thing (feedback) 4.6 N must be able to help A communicate with B Page 21.
Primary // - 1.
Secondary // - 2.
Analysis // - 3.
After primary research we looked at the information we could easily collect through looking and researching in libraries and the internet. We paid particular attention to the bible of design interactions ‘the design of everyday things� by Don Norman as well as other books. We studied the history of the intercom closely to try to understand why the archetype had been designed the way in which it is today. This helped us to consider features we would use in the development stages of our product. In order to move forward it is always important to look backwards a reflect on what has failed and as a result make it better.
Through primary research we were able to experience the issues of the design archetype first hand. As a group we spent a lot of time going to different flats and housing blocks, (the intercoms of flats and household soon became our primary focus). By observing the way in which these intercoms worked and were used by others we were able to look at what was unintuitive about them what the main points of friction were in the design.
We collated all of this information before the beginning of the ideation and development stages of our design. We took this information and analysed it this set us up for the ideation process, the information allowed us to select what was relevant to the design issue, what the key factors were and what the real issues were.
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A day of hard work: collating and discussing the information we had collected before moving on with the beginnings of the video prototyping and ideation.
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o l e Dev u l o s
a g opin . n o uti
We first started work early on the story of the video, how we would shoot it, who would act and what materials we needed. Iona was nominated to illustrate whilst the rest of the group pitched ideas, we tried as best as we could to create a video that best suited the target market we were aiming at. The video, although used as a test of the process, also almost acted or appeared as an advert. After the video was planned out we headed straight to the workshop to build the model.
As seen (right) the group spent the morning before the shooting of the video cutting and drilling our intercom model. This model would act as a template for our final design, at best it was a shape made from MDF that rotated 360 degrees. The model allowed us to demonstrate functions and interactions with a very minimal aesthetic. Once the model was built we went to lunch before heading over to the shooting location to begin creating the video.
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Video Prototyping
Shooting the video Alex did a very good job of ensuring all the shots were taken perfectly. We all worked together to direct as well as having me and eve act as both of the users A & B. We knew we would be remaking the video for the final presentation so it was vital that we recorded the things we liked/ disliked about the video so that we could easily develop the issues in the next video. The video on review helped us to understand as a group what we needed the intercom to do, what feedback was it’s user? Was it intuitive and What was the user experience like?
Alex edited the video over a number of days in time for the presentation, doing a great job in the process. The results of which were very successful. We took this video forward into the next stage of the design process using it as reference before going back to the drawing board and beginning to develop concepts for the intercom physical design and the system itself.
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Design Interactions
Design >> Interactions
On the left is a logo personally designed for the branding of this project (design Interactions). For me this is an important touch I like to give all of my sketchbooks. My philosophy goes that by giving my sketchbooks a professional touch it adds to a semantic quality and that all the work on the inside should be professional too (at least that’s the idea.)
The logo above was the finished resolved solution for “Enso” our final intercom system. Enso is the Buddhist symbol that represents a moment when the mind is free to let the body create. The logo was down up by peter and I was then able to represent it digitally on Illustrator. Page 31.
Theme Board.
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Mood Board.
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Developing Ideas. Our group spent days trying to prefect a shape we were happy with, through sketch work as well as designing through making we were able to come up with a verity of sketch models and prototypes very quickly.
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Before the final week we wanted to work on finalising the final design and deciding on the final concept that we were going to spend the next week creating. We settled on this (right photo) but knew it needed some last minute final touches before we could take it forward. As a group we spoke collectively about what would be possible through modelling and what we could achieve realistically. We really wanted our design to be responsive and have the total feedback experience that the actual user would have as realistically as possible, however this at time proved almost impossible with the time frame we had. We worked on touches such as the bevel and chamfer top discussing how intuitive each of the details were in communicating the designs overall use.
Minimalism Cleanliness & Elegance. Page 36.
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: Ã’ s n E t e Me l a n i F e h T s e h c Tou
Influence.
Our final design development took great inspiration from Alvar Aalto who’s simplistic, natural, organic form and style really appealed. As a group we emphasised the need for our design to be some very modern but also fit in to the surroundings downstairs as well as upstairs. Alvar Aalto’s ability to synthesise rationalist architecture with an organic language of form, and his way of combining materials and making the landscape part of the building are unique. Synthesis was something as a group we valued heavily.
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We tried create various renditions before settling on one we were happy with as a group. We sat for a full morning discussing the sizes for the final as well as discussing how we could create the design itself, over the weekend Alex kindly drew up the orthographic elevations of the design so it was easier to discuss (shown on the next page) After which we began creating the final model.
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THE DETAILS MATTER. After careful planning we worked on planning each element and component of the design. As a group we focused on looking at anthropometrics, we wanted the design to be as comfortable as possible for our user, the design needed to be enjoyable, something that they would almost want to use. A design that was “satisfying in its simplicity�. From both an end elevation perspective and a plan view we discussed the allocation to each component right down to the last millimetre so we were absolutely certain that everyone could model differing parts and the design would come together perfectly.
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At the workshop we collectively measured the components we needed for the model and cut them down to size. We created an Illustrator file for the face of the design and was able to cut out perfect circles using materials such as clear acrylic and MDF in minutes. Iona tediously was in charge of assembling the dial itself, this job involved measuring mahogany to size and citing them down to a depth of 6mm. After creating more than 50 wooden tiles she glued them all
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pieces when were ruled together and place onto the dwell so the design could still rotate like it should. to one of the templates ensuring that they were all straight. We tried to make the design as simple as possible still keeping the athletics we wanted. The body of the design was supported by a wooden dwell, a body that consisted of 4
Satisfying in its Simplicity. Page 45.
t e e M
Ã’ s En
HOW THE DESIGN CHANGES THINGS.
In the end we emphasised a design that was simple, effortless and practical. It all starts upon receiving the system, or getting into your new flat. To install and set up the device you are required to record a greeting message that will be played downstairs when people try to call your flat (this saves you having to answer every call from the intercom) The message would sound something like “Hi, it’s Eve, please leave a message” much like a voice mail system would work.
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Downstairs and outside the same design presents itself, with a warm welcoming message on the LCD screen emphasising the fact that the design is an intercom. Intuitively people will turn the dial. On screen the user will be selecting the persons surname that they wish to see, not the flat number. In our research we discovered that people will always know the name of the person they are going to see but will very rarely know the flat number. When this opportunity takes place people will turn to text or Facebook to find out. This degrades the point in the intercom system and we believed that surely there could be an easier way. Page 53.
By turning the dial the sequence would continue through the alphabet. After finding there last initial on the dial you would intuitively push on the screen to select the flat/ person that you wanted. Vibrations as well as lights built into the design give the user tactile feedback as they scroll.
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The screen would then take you to a list of last names (with the first names also on show) at this point you will scroll to find the desired name and again push to select that flat.
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Once you have selected the desired name the pre-recorded message from the user upstairs will start to play from the device. Its at this point that the device will signal that I wants you to respond to the user upstairs in a similar quick message rely to identify who is at there door. The message will then be send to the device upstairs.
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Upstairs the message is being played out by the intercom in an incoming call like fashion. The user simply and intuitively goes unto to the device either turning it to open the door for the person downstairs or covering it with the hand to reject the person wanting access.
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Through tactile feedback the design has been created to give a sense of weight the being turned. As the user upstairs unlocks the door for the user downstairs the 360 degree lights on the design will gradually illuminate in clockwise fashion. Upon the user turning the dial to the first quarter the device will vibrate and click singling that the door downstairs is open. The symbol on screen will also intuitively communicate this use.
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Upon being accepted by the top user the design will notify you of the flat number, floor and the directions to take such as “take the lift” or “its in block B”. The door will automatically open to grant you access.
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If the lift is necessary it will be automatically called for you and waiting open when you arrive at it.
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After you arrive on the desired floor of the flat illuminating lights on the doorbell will signal to help direct you. These tiny doorbells act like conventional ones but are still connected to both of the intercoms. The user would use the doorbell as they would any other.
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For security we would like to presume that the door would still be locked and that the user could then use the keyhole to identify if this person trying to enter is who they say they are before allowing access. The design provides and simple, straight forward and intuitive approach to how people expect to assess a building as well as making a safer and more secure system for our users best interests.
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L A C I T CRI . K C A B D E E F
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Feedback Soon it was time to present our solution, as a group we were prepared and ready to showcase some of our best work. We ran out of time when presenting and as a result left out a lot of work we wanted to explain however on the whole I was very impressed with how we carried ourselves. On the left is a feedback form from one of our tutors a fair reflection and summery of our presentation and something we will look back on with a willingness to improve.
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Reflections In hindsight this project can be seen as a testimony to the hard work and endeavour we all put in as a group. To date it might just be one of the most, organised, successful and enjoyable projects I have ever completed. There are however a few things I would have changed, importantly our ability to not become too focused on the Physical form of the final solution. Although as designers we deemed this a very critical part of the process I believe as a group we may have got too uptight about creating a “pretty� object. I think more work could have went into the process as a whole, with that being said I was happy with the final outcome and the quality we presented.
n i m a j n Be Laing