CAROLINE KERMARREC PORTFOLIO /2015
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*
«
« hic sunt dracones*
means dangerous or unexplored territories in imitation of the medieval practice of putting dragons, sea serpents and other mythological creatures in uncharted areas of maps. Let’s take these «grey zones» away!
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Bonjour ! I am Caroline, a service designer with a product design background. I have a master degree in design and I have two majors in Product Design and in Design and Innovation Management. I’m currently working as in-house designer in a local government, the Loire-Atlantique Département. It’s like a County Council in the United of Kingdom. Their main responsibilities include the management of a number of health and social policies, local road and rural buses, secondary schools and even, the sensitive areas. I started to work there in 2012 with an apprenticeship program. That means that I shared my time between following lessons in school and working in the Departement for two years. Then, I have been hired in full-time and now I’m supporting another apprentice. I like coping with an organization transformation, exploring these «grey areas» and opening design practises. The aim of this «Exploration» notebook is to share projects I carried out since 2012: challenges, process, prototypes and impact. Thank you for your attention!
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skills
service design
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ethnography
protot
prototyping
modelling
workshop dEsign & facilitation
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11 selection of projects 8
INCITING A COLLECTVE MOBILITY TO WORKING PEOPLE
Envisioning the secondary school library
PROMOTING HEALTH AND SOCIAL CARE TO NEW PARENTS
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Enabling an innovation process led by design in a local government
Embracing a physical activity at home
Embodying the new service of La Poste
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INCITING A COLLECTIVE MOBILITY TO WORKING PEOPLE Département de Loire-Atlantique
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Challenge The objective was to imagine a new service for Lila (Lila is the rural and interurban buses brand in LoireAtlantique) to motivate working people to use a collective mobility. Indeed, 20% of bus journeys are work-home journeys.
RESULT We answered the challenge with Lila+: a neighborhood carpooling service. It’s very simple: with Lila + the subscriber to the buses gets in addition to his subscription, a neighborhood service. He has the choice to take the bus or a Lila carpool. If the Lila subscriber misses his bus, he has the possibility to notify of his presence and his destination on a call box. A driver of the Lila community will be able to take him along.
Lila+
Photo: Testing the principle of Lila+ service on field
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exploration
PROCESS
work
20% of journeys The main issue : How making it attractive and fostering the use of bus or car sharing for the people who drive alone to work?
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home
ideation
We conducted researches on the field to figure out behavioral, mindset, journeys of travelers, their feelings and their experience...as for example why do they like taking the bus? Why do they like taking their car? We organized workshops to share and bring ideas to the foreground with a wide range of people and backgrounds. In this project,
we gathered different profiles; travelers that used, either, hitchhiking, their car, the bus…We also invited public transport services reluctant, bus drivers and civil servants in order to create unexpected ideas. I collected these ideas; insights and I came up with 3 scenarios, 3 ways in which to define a collective mobility.
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testing & adapting
prototyping
PROCESS
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We made our own call box prototype by using internal resources, for example the mobilization of an electrician civil servant. We assessed the interest and the use of the service on field, in order to make recommendations as we aimed to implement this type of service. Testing this service showed, for example, the need of creating a community between drivers and subscribers.
impact
Such a project has visible impact for the citizens and they show us a strong interest in this type of service. In the administration, It has been included in a broader project in a strategic mobility plan in development until 2021. But as you can imagine, the administration shifts in terms of organization, agility, making prototypes in an administration with a lot of procedure acts and also involving equally civil servant technicians and executive directors
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Promoting access to health and social care TO new parents DĂŠpartement de Loire-Atlantique
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Context In France, there are health and social care services free for children between their birth and their six years old. Doctors and nursery nurses answer parent’s questions and carry out child care in a dedicated centre. It’s a key partner unknown yet by most parents and which suffers from a social image, linked to the low social status of these centres. Hence, all the parents wondering about their child care are not people in need. How does health and social care services for parents, especially for new parents can be a key partner among all the postnatal health care professionals?
RESULT Photo: Prototype of the document and the open map
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“What about after giving birth?” is a background document handed over to parents before they leave the maternity. It introduces all postnatal health and social care professionals and invites parents to ask and encourage asking their questions. The midwifes, who give the document, are mediators: they can write a contact according to the parents’ questions. The parents can also geolocate the nearest professionals from their home thanks to an online participatory map.
exploration
PROCESS
After spending a couple of days with all the stakeholders of the health and social care center and spending, I have drawn a user journey map and highlight the critical touchpoints. Then, parents were involved in building a facilitation scenario on each critical touchpoint. Maternity hospital is a high point for each new parents and they felt like there is a lack of information on the possibility to go after the birth in this health and social care center. However, this center should not be introduced 22
as an isolated partner. We set up a partnership with the maternity hospital, midwifes, doctors, gynecologist, associations and psychologist to conceive with them a new brand document to introduce all the key partners, included the health and social center. I facilitated workshops to create with them this document. We tested a prototype for five weeks at the hospital.
DE RETOUR CHEZ SOI
PUERICULTRICE DE LA PMI Mes messages De: la PMI Dalby Millet Felicitations pour votre bebe,
CARNET DE SANTE
les medecins et puericulteurs de la PMI de Dalby sont a votre disposition
A LA MATERNITE
invitation familles
invitation familles
invitation familles
REMISE DU CARNET DE SANTE ET DE L’INVITATION
gratuitement pour vos questions sur votre enfant. Retrouvez-nous au
CARTON INVITATION
4, avenue Millet a Nantes ou www.pmi.loire-altntique.fr
LE CLUB PARENTS COMME A LA MAISON
PETITS MOMENTS «...»
REMISE DU CARNET DE SANTE ET DE L’INVITATION
RECONNAITRE LA PMI PAR UN SYMBOLE
ONNEL FONCTI IF : OBJECT L OUVERT ET UEI UN ACC REUX AGER : CHALEU POUR L’US L SIMPLE ET UEI UN ACC
UN SMS DE FELICITATIONS POUR ABORDER LE CHOIX DE LA PMI
BIENVENUE AU CENTRE-MEDICO SOCIAL
LUMIERE COLOREE DIFFUSE
PMI
MUSIQUE DOUCE
PAS DE MARCHES TRANSPARENCE VISIBILITE AVEC L’EXTERIEUR
UE VEN BIEN TRE AU CEN ICO MED SOCIAL
accueil
PMI
medecin puericultrice
PARCOURS A LA PMI AU SOL
REPERER LE SERVICE PMI
REPERER L’ACCUEIL / L’ACCUEIL A LA RENCONTRE DES¨PARENTS
UNE SALLE D’ATTENTE MODULABLE, UN LIEU VIVANT AVEC DES EVENEMENTS
ideation
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PMI
invitation familles
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A LA NURSERIE DE LA MATERNITE
DE LA IF : VISIBILITE OBJECT NTER LA AUGME AGER : 1er RDV POUR L’US LA PRISE DU ER FACILIT
prototyping Caroline Kermarrec Portfolio | 23
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testing
Doctors, nursery nurses, midwifes building together the document
impact We noticed that midwifes use the document as a tool to introduce all the key partners during the birth preparation courses and the maternity hospital stay. Parents are better informed and they take comfort knowing that there is a strong health network on their sector. The maternity hospital (situated in a rural area) use it as an attractive service for future parents. In the future, the health partners who firstly met in our workshops want to redone this kind of meeting.
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Envisioning the secondary school library DĂŠpartement de Loire-Atlantique
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Challenge To draft up a new reference document about future uses of the high school library. To try this new reference document out the renovation of a high school in LoireAtlantique.
RESULT ÂŤExpressionÂť is the name of the concept for the future high school library in LoireAtlantique. It is based on the pupil empowerment and their community engagement in the high school library. Spaces invite pupil speaking: dazibao, assembly room, speech bubbles, ballot boxes, boards, megaphone, tag clouds, quotations.. Three zones emerged: a collaborative zone (green), a social zone (blue) and a focused zone (pink).
Photo: Drawing a function map of futures uses of the library
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Context The high school library, named «Centre d’information et de documentation» in French (which means in English «documentation and information centre») was created fifty years ago in response to mass education. This secondary school library was above all a place of information and documentation. Today, information is digital and the high school library has to be a site for teaching, mentoring and collaborate learning. The secondary school library has to evolve into a place for these social activities.
process This project that has involved for the first time the participation of the pedagogic community, students of a secondary school and civil servants in defining the future of a school library. I design and facilitated workshops: a game to imagine the library of the students’ dreams and a functional plans to build with accessories the library with the pedagogic community. Then, I collected these ideas and translated them in three functional plans. The secondary school and the building team of the Département de Loire-Altantique chose one of them and I briefed and defined the plans with an architect 30
exploration co-creation Caroline Kermarrec Portfolio | 31
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ideation
The new library will be built in 2016.
impact Such a project has impact on the building: optimisation of space and its maintenance. But it has also a strong impact of the appropriation of the library by the students and their teachers and facilitates the projection in new kind of course formats. We also notice a better sense of confidence of the secondary school we worked with and the local government which manages their building.
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Embracing a physical activity at home Milan Furniture Fair
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Challenge Design and prototype a fitness furniture for home.
Context Fitness equipment are cumbersome, unaesthetic, not suitable for home and left out, this hardly encourages people to use them. How to integrate a fitness practise at home in relaxation spaces?
RESULT Zen Circus is a piece of funiture between circus and yoga inspired by antigravity yoga. Il allows the user to tone up muscles free from gravity’s effects. After the exercices, the user can relax by creating a cocoon.
Photo: Prototyping a fitness furniture 36
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I have conducted this project with two designers Alexia Moisan and KĂŠvin Geffroy. To start this project, I tested emerging fitness practices like aerial yoga. I took lessons and I draw several possible postures to reproduce them at home. We draw elegant and ergonomic hoops, prototyped and tested them with a limited budget. I worked a lot on the communication as it was aimed to be exhibited in the Milan Furniture Fair.
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exploration
PROCESS
prototyping
testing & adapting communication Caroline Kermarrec Portfolio | 41
DESIGN
LET’S
ESCARPOLETTES DE COMPÈTE
SWING
Si la NOSTALGIE des aires de jeux vous guette, réjouissez-vous. Les BALANÇOIRES nouvelle génération se déclinent en version indoor et outdoor. Pour ADULTES uniquement.
Dolorro eicto dsfdsd beatur alitia prem qua m fuga. Exeri atia cusut ut eaeic to beatur alitia
Par A lice Morabito
A
ntre du business pur et dur, le quartier de La Défense semble être retombé en enfance avec la création d’une aire de jeux fourmillant de balançoires. Fruit de l’imagination du collectif Nude, Défense de jouer (dans le cadre de la biennale de création de mobilier urbain Forme publique jusqu’au 31 décembre 2012) enjolive, comme il se doit, l’attente et le repos sur la Terrasse des Reflets, avec au programme canopée verte d’arbres métalliques et assises en Plexiglas rose. Le plaisir innocent et enfantin de la voltige est au rendez-vous, et le sentiment de liberté retrouvé.
Mobilier bien balancé Car c’est bien de cela dont il s’agit. Retrouver la magie de cet instant où l’on s’envole, le sourire bien accroché, enivré par ce va-et-vient régénérateur. Un vrai plaisir régressif en somme. D’ailleurs, les designers ne se privent pas de nous faire saliver avec une collection de balançoires trendy, version outdoor bien sûr, mais aussi – et de plus en plus – indoor. Et comme les frontières entre ces deux univers sont perméables à souhait, vous pouvez choisir d’accrocher un banc-chaisefauteuil-lit-balançoire où bon vous semble. Et si vous n’avez pas d’arbre, vous pouvez toujours opter pour la poutre. Si pas de poutre, le
En suspension ou à bascule, l’heure est aux plaisirs régressifs. Ci-dessus, la bibliothèque See-Saw Bookshelf de Bcxsy.
plafond avec pitons fera l’affaire. Et si ni plafond ni arbre, le mobilier à bascule est tout indiqué ! En ligne de mire, pour une sieste au salon, le Zamac de Zedset, un hamac complètement relooké. Plus physique, le hamac de Zen Circus (en photo, en haut) augure un nouveau concept : un mobilier de fitness suspendu pour adeptes de yoga aérien. Si vous ne supportez plus de voir vos enfants quitter la table sans permission, la Table de Courtoisie de Marleen Jansen est parfaite : son banc à bascule, fixé à la table, ne tolère aucune sortie intempestive ! Même concept ludique pour le portique Armchair (chaise-balançoire) de Florent Coirier, mais dans ce cas, vous ne pourrez plus dire sérieusement : « Arrête de te balancer sur ta chaise, veux-tu ! ». Enfin, pour buller chic, Swing d’Ivano Redaelli (en photo, au centre), un fauteuil suspendu à un piètement de métal ou par une chaîne et tout de cuir revêtu, laisse sans voix. Bref, la balançoire, imparable pour déconnecter, est bien dans l’air du temps. « Toute ma vie, j’ai rêvé... » ■
Amateurs de moments en apesanteur, si vous pensiez qu’après la Bubble Chair d’Eero Aarnio designée en 1968, plus rien ne serait à la hauteur, détrompezvous ! D’abord, le Nes Rest de Dedon, un nid-balançoire – version intérieur ou extérieur – créé par le duo de designers Daniel Pouzet et Fred Frety en 2010, est devenu un classique. Un véritable cocon suspendu garni de coussins pour buller en solo, duo ou trio. Hypnotiques, les balançoires lumineuses ne vous lasseront pas non plus. Citons entre autres la profilée Sense Light Swing d’Alexander Lervik, en plastique et fibre optique, ou la Swing Lamp de Bcxsy (Boaz Cohen et Sayaka Yamamoto, en photo), dont l’assise en Plexiglas est éclairée de leds. Épurés et efficaces, les fauteuilsbalançoires Me & U de Busk + Hertzog offrent de moelleuses assises suspendues. Enfin, côté nature, la Swing with The Plant designée par le prolifique Marcel Wanders pour Droog Design permet également de faire pousser des plantes. Pros de la voltige, c’est à vous !
publications & feedbacks
La balançoire d’intérieur EJ 2800 de Design Iconik, imaginée par Louise Campbell, qui permet aux grands de se défouler – enfin ! – eux aussi à la sortie du boulot. Vraie balançoire à bascule (enfants admis... quoique) revisitée design, elle possède une structure en acier recouverte de mousse de polyuréthane et gainée de tissu. Mais attention, chacun son tour ! Prix sur demande, www.design-ikonik.com
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SPORT & STYLE – JUILLET 2012
sportetstyle.fr
S&S 37_030_TENDANCE BALANCOIRES-CORR.indd 30
25/
Š BRAHL FOTOGRAFI – DR
/06/12 17:32
impact Making a furniture understandable by an international public. A strong attractive capacity. Being exhibited in an international Fair.
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Enabling an innovation process led by design in a local government DĂŠpartement de Loire-Atlantique
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Context The first local government in France to integrate a service designer was the LoireAtlantique Department. The Department is one of the three levels of government below the national level. The main areas of responsibility of this administration includes of most of part, the management of a number of social and welfare policies, but also, of secondary schools buildings, local roads, school and rural buses and sensitive natural areas. The Department, paradoxically, reflect a distant image as opposed to its part in the daily life of residents. Embedded a designer in a prospective unit enabled the Department to set up an innovation lab with a usercentred approach. The designer’s role is to set up a service design and a new public policy process.
Photo: Participating to the documentation of Loire-Atlantique innovation approach
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outcome
1 MEETING
2 EXPLORATION
ideas posters
3 scénarii
prototype specifications
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4
5
PARTICIPATORY WORKSHOP
IDEATION
DEFINITION TESTING
6 IMPLEMENTATION
engaging civil servants & citizens
ACCOMPANYING
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ASSESMENT ADJUSTING
guide for the intern civil servants
3 axes
brief
I have participated to the publication of a book in which a local government can find clues to implement design in a local government and all the good impacts they will have. This project became reality in partnership with the design school of Nantes. We also wrote a guide for all our colleagues in order to explain the approach, how design interplays within the institution and how as civil servants, they could be stakeholders. We set up a lot of meetings and pedagogic actions to involved them in the process.
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A pedagogic meeting with civil servants and trade unions
impact Carrying out horizontal projects in a silos organisation. Creating new knowledge that is useful for the organisation. Giving the organisation a new understanding of its challenges and possibilities. Contributing to changes in policies, services and/or strategies. Contributing to the test of new solutions.
personal impact Improving my adaptability, diplomacy and pedagogy skills.
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Embodying the new service of La Poste The Service design award
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Challenge The Group La Poste is the mail service of France. They launched a contest to have a reflection on the future service which will answer the better to accessibility, proximity, smart city and/or live together topics.
approach How to reach a service when this one is closed ? How to use La Poste existing expertise to create a brand new service ?
results Illico is a service which think creatively the urban window-shopping. When the opening hours of the little shop is unifficent, Illico is bringing into action. One evening after work, one Sunday afternoon with family, one last minute shopping‌The showroom window enables to receive at home the desired item, in a single gesture, with La Poste parcel services.
Photo: Envisaging the service touchpoints of Illico
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SCENARIO
David, propriétaire d’une petite boutique de bijoux se connecte sur sa plateforme illico.
Il ajoute ses articles en vitrine.
Un dimanche, Alix se promène dans une rue commerçante.
Elle accède aux informations de l’article grâce à l’application illico.
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Elle confirme son règlement.
Une fois l’autocollant reçu, il l’installe sur sa vitrine. Il commande un autocollant et des QR code.
Elle scanne le QR code correspondant à l’article désiré.
Elle repère un article en vitrine dans une boutique fermée.
David reçoit une notification d’achat. Il prépare le colis et Fabien, le livreur, passe le prendre.
Alix reçoit son article à domicile, livré par Fabien.
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process
prototype
I have conducted this project with three designers Marie Lamouret, MĂŠlie Ling and Marie-Isabelle Le Saux. First, I made a benchmark of all the La Poste services and I drew a broad picture of their opportunities in mobility, live together, proximity and the smart city. We made personas and created stories for each of them, that conducted us to create this service for small shopkeepers.
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exhibition & feedbacks
impact La Poste has set up a new internal project which includes our proposition in their strategy. The next theme of their service design award was on delivering services for small shopkeepers.
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Thank you. MORE ? Drop me a line :) Linkedin: Caroline Kermarrec Mail: caroline.kermarrec@gmail.com Mobile: 0033 661 543 710 Skype: caroline.kermarrec Twitter: c.kermarrec