Timings
Empathy Aroha
Your personal guide to the first phase of co-design with your community.
#codesign #dogood #community #brandexperiences #placemaking
Timings
Introductions
Welcome to the workshop! Co-design is about putting people and their needs first. At StudioC, part of our role is to adapt design thinking tools for public experiences. Throughout this workshop, your team will apply design thinking tools as we collaborate to unpack the purpose of a library and connect with the public to better understand the people we are designing for. We’ll gain insight into their needs and visions for their future community library. Are you ready? Lets do this!
Team Values
Creating a safe space Make sure every voice is heard Everyone has a unique point of view, so make sure everyone has a chance to have their say. Be open-minded Everyone approaches a task differently, be open to doing something a little bit out of your comfort zone. Be forgiving The world is full of critics, we’re going to get things wrong – but we have to help one another through that. Be creative Encourage radical ideas, we want to hear your diverse approaches and opinions. Share your thoughts Share them and build on other ideas put forward. When generating new ideas consider ‘Yes, and...’. Be open to new ideas Your own or anybody else’s ideas. Switch all mobile phones off, please. More importantly, have fun!
Agenda
The plan 10.30am
Welcome + Overview (10 mins) > Strategy/vision to be co-created with our community
10.40–11.00
1 min intros (20mins) > Kia Ora, role, if I was an item from the collection I’d be ...
11.00–11.20
Who are we designing for? Empathy conversations (20 mins) > Practice first on one another
11.20–12.00
Empathy conversations (40 mins) > With the public
12pm
Lunch (40 mins) > Share findings, talks about what you heard
12.40–1.10
Library User Persona’s (30 mins) > Mapping persona’s based on what we heard > Opportunities, what do we need to do?
What do we do & why? Purpose of a library? 1.10–1.40
Individual central purpose (30 mins) In groups of 3 — One note taker, 1 interviewer, 1 interviewee. The 5-Why funnel / Includes prompts > Single purpose card
1.40–1.55
Collective central purpose (15mins) > Voting for top collective purpose(s)
2pm
Wrap up
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Activity
Empathy conversations Simply talking to people can reveal unique insights about their needs. The key to both scheduled and short intercept encounters is to ask questions that evoke stories about people’s experiences. As you talk, try to delve deeper into what they are saying and why – asking why five times can help you unlock their core needs.
Activity: How to
Example intercept Introductions Introduce yourself, your partner, and what you are doing, e.g. ‘Hi, I’m Celeste, this is Clayton. We are trying to learn more about visitors’ experiences so we can improve the experience of the Hutt City library… Do you have a couple of minutes?’ Kickoff Shift focus to the interviewee. Ask their name, where they are from, what brought them to the library/space today, when do they use the library, tell us about their favourite author etc. You want to ease them into it. — What brought them to the library/space today, why important — How are you using the library and what for? What’s most important out of these to you? — What are the current feelings are associated with your experience at the library? Now, try to evoke stories: — Tell me about the last time you visited a Library... — Can you tell me about your best/worst experience at the library? — Can you step us through the best/worst journey you’ve had when looking for information at the library? — When I say the words ‘library’, what do you think of? — When I say the words ‘future library’ what do you think of? — Imagine we’ve created the new Hutt Library and we’re in the year 2030. What might this future library experience be like to you? — How do you keep up with what’s happening at the library?
Activity: How to
If you get stuck, try asking: — Why made you do/say/think that? — Really? And why was that? — Can you say more about that? — Tell me more Wrap up Signal that the interview is over, but keep listening! Often people launch into a long, juicy story as they reflect on the interview experience. You could as ask, ‘Is there anything you didn’t mention that you would like to tell us?’ Most importantly, thank them! An incentive, even something as simple as a chocolate bar/voucher, is a bonus.
Honing your listening skills. Often questions that evoke stories have many layers of information in the public response. So you have to act like a detective and look for the clues in how the public respond. Example: ‘ Can you step us through the best/worst journey you’ve had when looking for information?’ Now listen closely: — How do they look for information? — What is are they looking for, books, dvds, social interaction? — What do they do with the resource once they have it? — If they can’t find something what do they do? — Do they prefer self directed or staff mediated why?
Activity: How to
Lets assign the roles. Role 1: Lead This person will ask the questions and guides the conversation
Role 2: Support lead This person supports the lead questioner by thinking of follow up questions incase the lead gets stuck. Whilst also noting down high level information like quotes, stories, key words, contradictions.
Role 3: observer This person notes down any nonverbal cues, such as body language and emotions. Especially those which might contradict or elevate any verbal responses.
Role 4/5: Empathy catcher This role notes down any verbal cues,
If you feel comfortable try changing things up and swapping roles
8 Tips Encourage stories The stories people tell reveal how they think about the world. Ask questions that get people talking about their experiences, e.g. ‘Tell me about your most memorable visit to Te Papa’ Ask why five times Even if you think you know the answer, ask people why they do or say things. Sometimes the answers will surprise you. Avoid saying ‘usually’ when asking a question. Instead, ask about a specific instance or occurrence, e.g. ‘Tell me about the last time you...’ Ask neutral questions ‘What do you think about buying gifts for your partner?’, is a better question than, ‘Don’t you think shopping is great?’ The first question implies there is no right answer. Keep the questions short Try stick to ten words per question. This helps keep your discussion focused. Ask one question at a time Resist the urge to ask all of your burning questions at once. Let the interviewee talk. Look for inconsistencies These inconsistencies often reveal interesting insights. Wait seven seconds before talking again Sometimes silence in the best question – often people will fill it with unexpected insights. Even if they pause before answering, embrace the silence. Suggesting an answer can unintentionally influence people’s comments. Test the test Run through your questions with another teammate to check that your intended meaning aligns with their understood meaning. If not, tweak your questions.
Draft questions
Field notes
Field notes
Field notes
Timings
Persona Activity
Creating Persona’s We’re now going to capture the conversations we’ve had by building user profiles of the different types of library users we’ve met during our conversations with the public. Build your persona using the following prompts: Personality / tone What words would you use to describe their personality? I.e. Are they bold, quiet, playful? Interests If this user had interests what would they be? E.g. Motorcycle racing, painting... Feel How does the brand make them feel currently? I.e. Lost How would they like the brand to make them feel? Want / Need What are some things they need from this space/ experience? Can you convert some of these feelings into needs I.e. Lonely could translate into a needing to feel connected. Think What are they thinking when they walk into the Library? Before? During? After?
Persona Activity
Key remarks/comments
Personality Think
Feel
Interests
Values Want Need
_____ me Do
Looks
Act
Book metaphor
Persona Activity
Do What are they doing in this space? What are they most engaged with? Where have been before hand? How are they interacting with the people they came with? How do they like to experience the library? E.g. A slow relaxing visit Pain points Were their any pain-points they shared? Key comments/remarks/insights Statements/claims remarks or key insights you feel were important. Surprising insights Did anything un-expected come up? Note these down. Looks / Demographics Style, dress sense Age Employment status / Income Where do they live? Converting them into a metaphor Can you convert your user groups into a metaphor. If this group were a book, what kind of book would they be and why? Example: This group would be a picture book as they are entry level library users, their preferred learning style is visual, they enjoy the social aspect of the library.
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Keep learning
A little inspiration We’ve put together a small list of design inspiration for you to look at after the workshop. We hope this will keep you exploring all things co-design as we begin this journey together. The D.school (co–design tools and techniques) https://dschool.stanford.edu/ Ideo https://www.ideo.com/ Ted Talks Where Joy Hides (Joy and public spaces) https://www.ted.com/talks/ingrid_fetell_lee_where_ joy_hides_and_ how_to_find_it/transcript?language=en Empathy Museum Co-design library installation https://www.youtube.com/watch?v=aALrASn-nig
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Co-design to do good
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