Design for Improvement Workshop 1
New way of working
“Income”
Analysis
• Crowd-sourcing • Design research • Systems thinking
Input
Provider
Action
• New models (e.g. social enterprise) • Partnerships (FE engagement through CSR)
Output
Outcome
Review
• SROI • Community scorecard
Service Design for improvement
25% reduction in graffiti vandalism in Brent
31% Increase in awareness of lung cancer symptoms in Bristol
Service Design for improvement
5% increase in community satisfaction in Barking in 3 months
100% sexual health screening at a Birmingham event
WORK WITH YOU TO IDENTIFY AREAS OF IMPROVEMENT IN YOUR ORGANISATION
Service Design for improvement
OFFER YOU SUPPORT TO APPLY SERVICE DESIGN THINKING AND CREATE REAL IMPROVEMENTS BY MARCH 2013
what is Service Design
what is Service Design
what is Service Design
what is Service Design
Service Design looking at the challenge from a different perspective
Service Design user-centered collaborative
Service Design for improvement
www.designforimprovement.wordpress.com
Service Design user-centered collaborative
10:30 start 01 project definition
12:30 lunch 02 user personas
03 user research tools 3 tea
04 discussion guides
05 ethical considerations
4:30 end 06 action plan
Workshop etiquette • New ways of working spark creativity and innovation • Two heads (or more) are better than one • Document everything • Play, doodle, draw: express your ideas visually • Everyone here is an expert in their own area, so listen to their ideas • Have fun!
01 project definition
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
review data
highlight problem areas
define project aim
considerations
• Vision
SMART goal
• Objectives
• Specific
• Scope
• Measurable
• Project team
• Attainable
• Stakeholders
• Realistic
• Timings
• Timely Example Increase customer satisfaction rates by 5% among residents in Barking by March 2012.
02 user personas
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Personas are fictitious characters that help you stay focused on your users. The more you meet with and speak to users the more accurate the Personas you create.
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Create a fictional persona representing what you already know about your project’s target audience: • Name • Age • Household • Occupation • Interests • Dreams • Fears • Favourite places • Communication channels • Typical day
03 user research tools
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
User research helps identify: • How users are accessing current services • Areas for improvements or innovation • Opportunities for new services that will address a user need
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Traditional user research tools:
Tailored user research tools/channels:
• Interviews
• Users are more engaged
• Surveys
• Improved response rate
• Focus groups
• More honest insight
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Example: VIDEO DIARIES • Residents’ views in Barking • Very diverse audience • Dispersed in different locations at different times of the day • Council interested in real environments • Get views from hard-to-reach not usual suspects
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Example: MOBILE SPACES • Migrant workers’ health in Essex • Have two or more jobs • Very little free time • Most speak little English • Would go to work ill to not lose out on pay
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Example: DIGITAL SURVEYS • Teen pregnancies in Bristol • High streets on weekends • Engage in groups • Interested in technology • Short attention spam
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Example: DAY IN THE LIFE • Nurses’ wellbeing in London • Sensitive topic area • Busy shifts • Restricting hospital environment
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Example: PEER-TO-PEER RESEARCH • Older people in Stoke-on-Trent • Sensitive topic area: cancer • Strong connections in the community • Interested in conversations
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Example: CULTURAL PROBES • Workplace health • Busy and varying schedules • Require constant reminding • Need to document immediate behaviours
01 project definition
02 user personas
03 user research tools
04 discussion guides
05 ethical
06 action plan
considerations
Design a user-research tool to engage with your target audience. Consider the following: • Where and when can you best access your audience • How can you best approach your audience • How can you motivate them to take part • What’s in it for them • How much time can they give you • Are they more comfortable engaging alone, in pairs, in groups • Can you integrate your research tool into communication channels they already use • This is not about ‘what’ you want to find out, but ‘how’ you’re going to find out
04 discussion guides
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
Discussion guide principles: • Good to talk, better to listen • Be honest about your objectives • Ice breaker in the beginning • Open instead of closed questions: e.g. ‘how to you feel about the area’ not ‘do you like the area?’ • The fewer and more concise the questions the better • Steer clear of biased questions or opinions • What the ‘user has to say’ and what ‘you’re trying to find out’ are two completely different things • Ensure the discussion guide captures all you need to find out
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
Example: Engage with residents in Barking to find out: • How residents interact with the local area • Their sense of ownership of public spaces • Their perceptions of the area • The communication channels they use with their social network and with the council
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
Design a discussion guide by considering: 1)Your SMART goal 2)What you need to find out from users to achieve that goal 3)How to best translate what you need to find out into questions that users can easily answer
05 ethical considerations
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
Ethical practice = best practice
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
Ethical codes of practice: Education: •Individual codes of practice •Equality and Human Rights Commission Equality Act 2010Technical Guidance on Further and Higher Education •Council of international schools Social research: • Hundreds! Design: • Royal Institute of British Architecture • Chartered Society of Designers
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
• How to ensure that citizens participating fully understand what is being asked of them? • Is there payment or an incentive scheme for citizens’ involvement? • Should all participants be paid for their time? • Are you equipped to deal with any sensitive information that might be uncovered? • How would you deal with information that is unrelated to the project, but is illegal or needs further assistance - for example abuse, or addiction or emotional trauma?
Service Design user-centered collaborative
01 project definition
02 user personas
04 discussion guides
05 ethical considerations
06 action plan
06 action plan
01 project definition
02 user personas
05 ethical considerations
Transform workshop learning and outputs into actionable steps: 1)Break implementing your user research tool into achievable milestones 2)Timescale: 9 January to 13 February 3)Consider roles and responsibilities 4)Scale down if designed tool exceeds scope/capacity
Thank you www.designforimprovement.wordpress.com