Service Design A design response to the work/life balance challenges of freelance creative professionals
SANA RAO
TASH WONG
TOM HARMAN
BARBARA DEWILDE
hypothesis Sleep deprivation has a negative impact on productivity and thus the independent worker's bottom line.
research methods
9 6
INTERVIEWS CULTURAL PROBES
Personas
Meet the freelancers
1
2
3
4
5
6
Seasoned Pro
Newly committed
Happy (struggling) Musician
The Juggler
Midnight Train
Can’t Say ‘No’
Recent graduate working three jobs.
Working a full-time job while freelancing in the field of passion.
Newly working in the field. Working full-time and freelancing on top.
Working in the industry for over 25 years and freelancing for 5 years.
Working in the industry for over 10 years, free-lancing for 2 years.
Working in the industry for over 5 years, but struggling to make ends meet.
research findings
The Happiness Index
Self-awareness Resources
% of work you love
Health
Self-control
Social Life
Work/Life Split
Productivity
Designated sleep/work
well being
Seasoned Pro
Self-awareness Resources
% of work you love
Health
Self-control
Social Life
Work/Life Split
Productivity
Designated sleep/work
well being
Seasoned Pro VS Midnight Train
Self-awareness Resources
% of work you love
Health
Self-control
Social Life
Work/Life Split
Productivity
Designated sleep/work
ecosystem
Hunt Statement: Explore the various factors that impact the productivity and well-being of freelance creative professionals
“
With my free time, I make exercise a priority over social life. My wife and I don’t even have a space in our apartment dedicated to socializing. We have work spaces, creative spaces, and a place to sleep.
“
I’ve never missed a deadline. One time, I worked all night to deliver a job for a Japanese client and when I woke up I realized that I had slept through my alarm and missed my flight for our family vacation.
INSIGHT 1
Social/Personal Life Freelance creatives rarely let work related stress negatively impact deadlines and productivity, but they do let it negatively impact their personal lives.
INSIGHT 2
Awareness People who are more self-aware make the most efficient use of their time. They differentiate productivity types (creative vs procedural). They know what they need to be happy.
“
I have known for a while that I work better in the morning and I'm better to do meetings in the afternoon.
INSIGHT 3
commitment Freelancers who are fully committed to their work are happier
“
I wouldn’t do anything else. It’s my dream job, but it brings barely any money currently. The struggle is trying to balance that with doing what I love.
the need: Even the most independent people need to socialize as a means of growing professionally and personally
existing services
+
Listening Feedback Advice Emotional Support
PARTNERS
-
Lack Professional Expertise Experience Not Objective
existing services
+
Listening Feedback Advice Emotional Support
+
Professional Expertise Variety Large Number of Contacts
PARTNERS
-
Lack Professional Expertise Experience Not Objective
NETWORKING
-
Intimidating, Overwhelming, Impersonal
existing services
+
Listening Feedback Advice Emotional Support
+
Professional Expertise Variety Large Number of Contacts
+
Professional Expertise Variety Large Numbers of contacts intimate
PARTNERS
-
Lack Professional Expertise Experience Not Objective
NETWORKING
-
Intimidating, Overwhelming, Impersonal
CLUBS
-
Exclusive, Expensive, High Barrier to entry
the rumble
introducing...
Dinner Calling A Conversation can change everything
Dinner Calling A Conversation can change everything
Dinner Calling provides access to curated dinner parties that get you out of the house and into a good restaurant to have quality conversations with people as ambitious as you.
50 Conversations had 65 Contacts made 70 Inspirations found I have an invite
I Want to apply
successful conversations A key element to a successful Dinner Calling event is to first define what successful means
successful conversations A key element to a successful Dinner Calling event is to first define what successful means
1. Quality vs. Quantity
successful conversations A key element to a successful Dinner Calling event is to first define what successful means
1.
2.
Quality vs. Quantity
Conversation vs. “Working the Room”
successful conversations A key element to a successful Dinner Calling event is to first define what successful means
1.
2.
3.
Quality vs. Quantity
Conversation vs. “Working the Room�
Being a good contact as well as meeting a new Contact
Dinnerservice Calling SERVICE BLUEPRINT Dinner Calling blueprint User
FrontStage
BackStage
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences -- Schedule Schedule -- Dietary Dietary preferences preferences -- Dis/similar Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add Add to to personal personal calendar calendar
Attend Attend dinner dinner
Dinner Invitation
EMAIL: EMAIL: Dinner Dinner confirmatIon confirmatIon
Provide Provide menu menuwith with conversational conversational prompts prompts
Dinner Curation
Provide Providefeedback feedback
Receives Receivesfeedback feedback
Reflect Reflecton on information, information, update updateprofile profile
Feedback Feedbackform form
Participant Participant feedback feedbackpage page
Profile Profile
Process Processand and collate collatefeedback feedback
Restaurant Restaurant feedback feedbackpage page
-- Dinner Dinner partners partners -- Restaurant Restaurant -- Dinner Dinner Calling Calling
Curator Curator selects selects groups groups of of 44 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide Provide dinner dinner and and environment environment
Dinner
Feedback
Reflection
signup User
FrontStage
BackStage
Dinner Calling SERVICE BLUEPRINT
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences - Schedule - Dietary preferences - Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add to personal calendar
Attend dinner
Dinner Invitation
EMAIL: Dinner confirmatIon
Provide menu with conversational prompts
Dinner Curation
Provide feedback
Receives feedback
Reflect on information, update profile
Feedback form
Participant feedback page
Profile
Process and collate feedback
Restaurant feedback page
- Dinner partners - Restaurant - Dinner Calling
Curator selects groups of 4 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide dinner and environment
Dinner
Feedback
Reflection
Dinner Calling A Conversation can change everything
Dinner Calling provides access to curated dinner parties that get you out of the house and into a good restaurant to have quality conversations with people as ambitious as you.
50 Conversations had 65 Contacts made 70 Inspirations found I have an invite
I Want to apply
Dinner Calling A Conversation can change your perspective
0
“
Lately, I’ve been thinking about The effects of social media on crime prevention. ” Reshma Shaik Graphic Designer, Yoga teacher, Poet I am interested in great conversations. As a freelancer I miss regular interaction with like minded individuals.
Portfolio DINNERS ATTENDED
REVIEWS
LinkedIn Facebook Twitter
00
Vimeo
All rights reserved | 2012
4
Dinner Calling SERVICE BLUEPRINT dinner curation
User
FrontStage
BackStage
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences - Schedule - Dietary preferences - Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add to personal calendar
Attend dinner
Dinner Invitation
EMAIL: Dinner confirmatIon
Provide menu with conversational prompts
Dinner Curation
Provide feedback
Receives feedback
Reflect on information, update profile
Feedback form
Participant feedback page
Profile
Process and collate feedback
Restaurant feedback page
- Dinner partners - Restaurant - Dinner Calling
Curator selects groups of 4 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide dinner and environment
Dinner
Feedback
Reflection
reshmash@gmail.com
Dinner Calling Jan 2013 D
hello@dinnercalling.com to me
Dinner Calling
WHAT ARE THEY THINKING ABOUT?
A Conversation can change everything KRISTIN
Hello Reshma,
TONY
CARRIE
NATASHA
Gender stereotypes
We’re excited to invite you for dinner on Wednesday, 20 January 2013 at 8pm. Based on your dinner preferences and your profile, I’ve selected 8 matches for your next dinner. Please confirm your availability and let me know if you have any special requests. Cheers to great conversations! Emily Team Dinner Calling
community sports
Politics and youth
Gamification
ADEL
MIN
NICOLE
SWAPNIL
Design Management
Temporary networks
Curiosity in design
Feminist Typography
Input any special requests and conditions here
YES!
NO
Dinner Calling SERVICE BLUEPRINT dinner curation
User
FrontStage
BackStage
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences - Schedule - Dietary preferences - Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add to personal calendar
Attend dinner
Dinner Invitation
EMAIL: Dinner confirmatIon
Provide menu with conversational prompts
Dinner Curation
Provide feedback
Receives feedback
Reflect on information, update profile
Feedback form
Participant feedback page
Profile
Process and collate feedback
Restaurant feedback page
- Dinner partners - Restaurant - Dinner Calling
Curator selects groups of 4 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide dinner and environment
Dinner
Feedback
Reflection
Dinner Calling SERVICE BLUEPRINT dinner
User
FrontStage
BackStage
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences - Schedule - Dietary preferences - Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add to personal calendar
Attend dinner
Dinner Invitation
EMAIL: Dinner confirmatIon
Provide menu with conversational prompts
Dinner Curation
Provide feedback
Receives feedback
Reflect on information, update profile
Feedback form
Participant feedback page
Profile
Process and collate feedback
Restaurant feedback page
- Dinner partners - Restaurant - Dinner Calling
Curator selects groups of 4 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide dinner and environment
Dinner
Feedback
Reflection
g n i l l a C r e n Din g in h t y r e v e e g n a h c n a c A Conversation
u n e M
Dinne r Cal ling Prix Fi xe
APPETIZ
ERS
Red an d Gree n Oak L crumble ettuces d blue c heese, celery, toasted green a p pple, w hite bals umpkin seeds, amic dr Poache essing d Shrim p mizuna , fennel, grapefr preserv uit, ed lemo n, tarra gon dre ssing Maple Glazed Pork B frisée, c elly hives, r ed onio pickled n, mustard seed dr essing
DESSER
TS
Vanilla Bean C rème B rûlée, g inger tu Sour C ile ream P anna C reductio otta, sp n, maple iced cid sugar c er ookie Apple C in apple cin namon Sunda e, vanil namon la ice cr sorbet, praline e salted c crunch, aramel, am, apple ch ips
MAIN C
OURSE
S
Grilled Marina ted Ha blue ch n g er S eese po teak t ato pur broccoli ée, cha ni, sauc nterelle e ‘Diane s, ’ Calama retti Pa s golden cauliflow ta with Sauté e er flore aged Pa ts, Tenn d Chicken rmesan essee h , truffle am, cream s auce Seared Blacke n ed S a rock sh lmon rimp, b lack bea corn, be ns, broc ll peppe coli flor rs, spic ets, y tomat o-cumin sauce
CHOICE Tea Coffee Soda
OF
BEVERA
Red, W h Champa ite & Rose Win es gne Coc Beer ktails
When yo uw when yo ere 8, what did u grew u you wan p? Now w t to be h at do yo want to u be?
GES
Dinner Calling SERVICE BLUEPRINT
feedback
User
FrontStage
BackStage
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences - Schedule - Dietary preferences - Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add to personal calendar
Attend dinner
Dinner Invitation
EMAIL: Dinner confirmatIon
Provide menu with conversational prompts
Dinner Curation
Provide feedback
Receives feedback
Reflect on information, update profile
Feedback form
Participant feedback page
Profile
Process and collate feedback
Restaurant feedback page
- Dinner partners - Restaurant - Dinner Calling
Curator selects groups of 4 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide dinner and environment
Dinner
Feedback
Reflection
reshmash@gmail.com
Dinner Calling Jan 2013 D
hello@dinnercalling.com to me
Dinner Calling A Conversation can change everything Hi Reshma, I hope your dinner last night was equally inspiring for everyone at the table. In order to make your experience as constructive as possible, we would like you to provide feedback about how your dinner went and what you thought about each of the dinner guests. We’d appreciate your response by the end of the week. Please click here to go to the feedback page. Best, Emily Dinner Calling
Dinner Calling A Conversation can change your perspective
feedback OVERALL DINNER REVIEW I discovered one or more new ideas
Yes
No
I made one or more valuable contacts
Yes
No
I provided inspiration to someone else
Yes
No
DINNER GUESTS REVIEW
Feedback 1 of 3
Kristin Breivik >
GUESTS:
Tony Chu Tony was response
Designer & Developer
Kristin Breivik Min Seung You VENUE: Oriental thai
Great Conversationalist
However, he Didn’t listen
Really Interesting
Inspiring
response Dominated the lime-light
Would you have dinner with Tony again? DINNER NUMBER: 01
Helpful to my business
Had to be right
Was boring
Yes, Absolutely!
Any other comments for Tony?
Didn’t contribute much
No!
Any private comments to the curator?
All rights reserved | 2012
Dinner Calling SERVICE BLUEPRINT
reflection
User
FrontStage
BackStage
Discover Dinner Calling
Website
initiate restaurant relationaship - Reserve tables - Create menus
Restaurant
Add Profile Information
Profile
Process profile - Review contents - Schedule interview
Share information - Energy - Skills - Career Trajectory
Curator conducts phone interview
Submit dinner preferences - Schedule - Dietary preferences - Dis/similar
Dinner PrefERENCES
Curator selects large group for each date and time
Add to personal calendar
Attend dinner
Dinner Invitation
EMAIL: Dinner confirmatIon
Provide menu with conversational prompts
Dinner Curation
Provide feedback
Receives feedback
Reflect on information, update profile
Feedback form
Participant feedback page
Profile
Process and collate feedback
Restaurant feedback page
- Dinner partners - Restaurant - Dinner Calling
Curator selects groups of 4 - Send email to group - Confirm table - Pay for dinner
Confirm Reservation
provide prix fixe menu
Signup
Opportunity to express preferences in dinner partners
Provide dinner and environment
Dinner
Feedback
Reflection
reshmash@gmail.com
Dinner Calling Jan 2013 D
hello@dinnercalling.com to me
Dinner Calling
SUGGESTED LINKS
A Conversation can change everything Dear Beth,
IMPROV EVERYWHERE
Thank you for attending dinner on the 20th, unfortunately we will not be able to offer you membership to Dinner Calling at this time. As an organization built around open conversation we'd like to take this chance to give you some honest insights from your fellow dining guests:
CONVERSATION STATION
Overall the group found your ability to speak about your work impressive, but felt that your listening skills could be improved. Also, punctuality is highly valued at Dinner Calling events, and your tardiness without informing the group was not appreciated. Although we're not currently in a position to offer you a membership, we hope you learned something from the experience and wish you the best in continuing to proactively address your conversational skills.
ON TIME IN LIFE
If you have any questions please don’t hesitate to call us. Best, Emily Dinner Calling
Dinner Calling A Conversation can change your perspective
3
“
4 Lately, I’ve been thinking about the overlooked benefits of an effective conversation ” Reshma Shaik Graphic Designer, Yoga teacher, Poet I am interested in great conversations. As a freelancer I miss regular interaction with like minded individuals.
Portfolio DINNERS ATTENDED LinkedIn Facebook Twitter Vimeo
01
REVIEWS
We instantly hit it off! Having a common passion about the role of technology for social good was a big plus!
It was definitely a great conversation. Reshma’s energy was infectious. I’m sure everyone left being as inspired as me.
I have to say I was pretty oblivious about her subject matter. After the dinner I’m intrigued to learn more.
TONY CHU
KRISTIN B.
MIN SEUNG
Designer & developer
Designer & Biker
Automobile Engineer
All rights reserved | 2012
curator’s role Curators make up the core component of our service. Without their role, maintaining the quality of the Dinner Calling conversation would be incredibly difficult
The Role of the Curator EXPERT INTERVIEW
• Michelle Welsch • NY state Licensed Masters Social Worker • Clinical Psychology Background (Columbia)
The Role of the Curator INITIAL CURATOR PHONE CALL
• Motivational Interviewing • Cross checking • A deeper understanding of: Energy, Talent and Career trajectory
The Role of the Curator HIRING CURATORS
• Curator training program • Social, people people - great conversationalists • High Emotional IQ • Empathetic, Great Listeners • Recent humanities or psychology graduates
Dinner Calling Release roadmap
PHASE 1: NEW YORK CITY
PHASE 2: DOMESTIC CITIES
PHASE 3: INTERNATIONAL CITIES
WEBSITE
Initial build
Scale to support domestic cities
CURATOR TRAINING
Develop domestic training program
Develop international training programs
CURATOR HIRING
NYC
SF, Chicago, LA
London, Berlin, Shanghai
AWARENESS
Seeded invitations
User invites, Partner networking events (domestic)
Partner networking events (international)
MEMBERSHIP
By invitation - Freelancers only
By invitation and application - Freelancers only
Freelancers + Working Professionals
MEMBER EVENTS
Dinners
RESTAURANTS
Selected by service
Support international cities
Dinners and long-term member events
User recommended
Restaurants can apply
Dinner Calling A Conversation can change everything