CityVerve Human Centred Design Induction

CityVerve Human Centred Design Induction

Induction Workshop, 27 July 2016

The objective over the next weeks: To develop our ideas in the best possible way, so people will have a great experience using them.

What you get

Human centred design methods and tools.

Understanding of user needs.

Insights on best practice and common barriers to user acceptance.

Engagement with citizens and users, visibility and attention.

What you give

Time to attend human centred design workshops.

Be ready to be challenged and adapt your solution to user feedback.

Engage citizens as contributors and stakeholders.

Be open and share learnings from the process.

Human Centred Design Advice and Support Human centred design leads to products and services that are usable, useful and likely to be used. CityVerve project teams will be introduced to human centred and participatory design methods, and supported to implement them during design, deployment and analysis.

FutureGovFutureGov the digital and design company for public services, are collaborating with FutureEverything on Human Centred Design support.

Simone CarrierHead of Service Design

Matt SkinnerHead of Product Design

Chris EvansProduct Designer

Drew HemmentCreative DirectorDaniel SantosDesign LeadVimla AppadooService DesignerFeimatta ContehProgramme Manager

Natalie KaneCurator and Editor

Tom RowlandsProducer

Callum KirkwoodJunior Producer

Human Centred Design Team FutureEverything, Manchester’s innovation lab for digital culture and smarter cities, is lead on human centred design and culture & public realm in CityVerve.

Who are FutureEverything?

MANCHESTER’S INNOVATION LAB FOR DIGITAL CULTURE. LEAD ON HUMAN CENTRED DESIGN AND CULTURE & PUBLIC REALM IN CITYVERVE.

Who are FutureGov?

WE ARE THE DIGITAL AND DESIGN COMPANY FOR PUBLIC SERVICES.

Introduction

WE, CITIZENS OF ALL CITIES, TAKE THE FATE OF THE PLACES WE LIVE IN INTO OUR OWN HANDS. WE CARE ABOUT THE BUILDINGS AND THE PARKS, THE SHOPS, THE SCHOOLS, THE ROADS AND THE TREES. BUT ABOVE ALL, WE CARE ABOUT THE QUALITY OF THE LIFE WE LIVE IN OUR CITIES. WE KNOW THAT OUR LIVES ARE INTERCONNECTED, AND WHAT WE DO HERE WILL IMPACT THE OUTCOMES OVER THERE. WHILE WE CAN NEVER PREDICT THE EVENTUAL EFFECT OF OUR ACTIONS, WE TAKE FULL RESPONSIBILITY TO MAKE THIS WORLD A BETTER PLACE.

Frank Kresin, A Manifesto for Smart Citizens, in Drew Hemment & Anthony Townsend (eds), Smart Citizens, FutureEverything Publications, 2013

Smart Citizens We engage citizens as stakeholders and contributors not just users.

01. DON’T BELIEVE THE HYPE 02. DESIGN USEFUL THINGS 03. AIM FOR THE WIN-WIN-WIN 04. KEEP EVERYONE AND EVERY THING SECURE 05. BUILD AND PROMOTE A CULTURE OF PRIVACY 06. BE DELIBERATE ABOUT WHAT DATA WE COLLECT 07. MAKE THE PARTIES ASSOCIATED WITH AN IOT PRODUCT EXPLICIT 08. EMPOWER USERS TO BE THE MASTERS OF THEIR OWN DOMAIN 09. DESIGN THINGS FOR THEIR LIFETIME 10. IN THE END, WE ARE HUMAN BEINGS

iotmanifesto.org @iotmanifesto

IoT Design Principles We will draw on and contribute to work on best practice so we can address barriers to user acceptance.

WE DESIGN USEFUL THINGSValue comes from products that

are purposeful. Our commitment is to design products that have a meaningful impact on people’s

lives; IoT technologies are merely tools to enable that.

WE ARE DELIBERATE ABOUT WHAT DATA WE COLLECT

This is not the business of hoarding data; we only collect data that serves the utility of the product and service. Therefore, identifying what those data points are must be conscientious and

deliberate.

WE BUILD AND PROMOTE A CULTURE OF PRIVACY

Equally severe threats can also come from within. Trust is violated when

personal information gathered by the product is handled carelessly. We build and promote a culture of integrity where

the norm is to handle data with care.

WE EMPOWER USERS TO BE THE MASTERS OF THEIR OWN DOMAIN

Users often do not have control over their role within the network of stakeholders

surrounding an IoT product. We believe that users should be empowered to set

the boundaries of how their data is accessed and how they are engaged

with via the product.

Some IoT platforms are ‘citizen led’ – made and maintained by a community of users

Maker culture

Is there scope for people to contribute to and change your project?

Citizens as stakeholders?

Taxi drivers on streets protest about Uber… NOT what success looks like!

Experimenting with the process all in one day

The human centred design process

Outline of the program

Intro to HCD

Doing research with service users

Analysing research and developing ideas

Prototyping ideas and testing them with service users

Creating a delivery plan

27/07

Teams work independently

Teams work independently

Teams work independently

Teams work independently

Teams work independently

Teams work independently

Community Champions

Be aware: It might feel a little uncomfortable at times. But it’ll be

alright.

What makes the difference between good and bad design?

The focus on people’s needs who are using the designs.

An example from the IOT world

Philips Hue

Philips Hue

The design process

If you asked a designer

CITIZENS MEANINGFULLY ENGAGED IN ‘OPEN PROTOTYPING’

The challenges Insight Definition ActionIdeas Embed

DISCOVER DEFINE DEVELOP DEPLOYSpeak to members of the public and professionals to understand what their needs are.

Based on the gained insights, define the problem you want to focus on solving.

Develop ideas and prototypes which respond to existing user needs in collaboration with service users.

Implement a pilot version to learn from before thinking of scaling.

MOBILISEEngage people, create relationships, build community.

ITERATEMake changes and repeat the process, learning the whole time.

DESIGN IS AN ITERATIVE PROCESS !

MEASURE

BUILD

PROTO

TYPE

DESIGN

EVALUATE

LEARN

Design is not an linear process - it is iterative and agile

Design is not an linear process - it is iterative and agile

MOBILISE

DISCOVER DEFINE DEVELOP DELIVER DISCOVER DEFINE DEVELOP DELIVER DISCOVER DEFINE DEVELOP DELIVER

Mobilise

MOBILISEHow do you engage users?

Users are people, just like you.

Community Performance Indictors

Collaborate with citizens as stakeholders to define and measure success.

CITYVERVE COMMUNITY CHAMPIONS

Local young people, trained in role play, facilitation and filmmaking

Supporting user research – workshops and role play to engage residents and service users

CITYVERVE CULTURE & PUBLIC REALM

Art and experiences engaging the public in CityVerve

Art and experiences engaging the public in CityVerve

CITYVERVE CULTURE & PUBLIC REALM

Discover

DISCOVER What is design research?

What is design research?

It creates empathy. It helps to understand the problem you are trying to solve. It inspires new ideas.

EMPATHY

UNDERSTANDING PRACTITIONERS

“Understanding everything out there is overwhelming. I can’t do that at the same time as doing an assessment”

Understanding practitioners and service providers as shortcut to users

Ethnographic research to understand citizens

Ethnographic research to understand citizens

Tips to “discover”

Don’t consult - observe.Be curious and listen.Be brave and leave your desk.

What kind of researchdo you do in your everyday practise?

Define

DEFINE:Solving the right problem

UNPACKING INSIGHTS TO DEFINE A BRIEF

Interpret your research Build insights. Share with others. Create an inspiring design brief.

A design brief

How can we redesign a vase for flowers?

A better design brief

How could we live with more plants inside our homes?

Creating a good design brief

Original brief: Solve youth unemployment in rural Albania.

Refined brief: How might we inspire young people in Albania to think about the dream job?

Tips to “define”

Really understand the problem.Put the user in the centre.Avoid solutions.

What’s your experience with focusing on one problem at a time? Does it make things easier or more difficult?

Exercise: Discover

Find out as much as you can about what your users current experience is. What is good about it? What are they struggling to do?

Plan your research

Who are your users?

What do you think you know already?Where will you find them?

What do you want to find out?What open and interesting questions can you ask?

15 min

Go out, talk to people and document what was said

Listen carefully.

Ask why.

45 min

Welcome back!

How was your experience?

Market Research

What people sayWhat people will buyLarge sample sizesBroad insights

Design Research

What people doHow people use a product / serviceSmall sample sizesDeep, focused insight

FOR GREAT IDEAS GO DEEP – NOT WIDE

!For great ideas - go deep not wide

Source: Jakob Nielson & Tom Landauer

Discovered Usability issues

0 3 6 9 12 15

25%

50%

75%

100%

Amount of participants

Source: Jakob Nielson & Tom Landauer

Amount of participants

Discovered usability issues

Quality, not quantity

Exercise: Define

Build insights from your research. Produce three design briefs phrased as “How might we” question.For example: “How might we make it easier for people to understand when it is safe to exercise outside?”

30 min

How might we…

… make it easier

… for Mancunians

… to understand when it is safe to exercise outside?

do what?

for who?

what for?

Develop & iterate ideas

DEVELOP IDEASHow to come up with good ideas?

How to come up with good with ideas?

Agree on the problem you want to solve. Aim high and go a little crazy.

HOW CAN THIS…

Get inspired by things outside your sector

INFORM THIS?

BE OPEN TO MAD IDEAS (AT LEAST TO BEGIN WITH)

Tips to “develop ideas”

Don’t do it alone. Visualize. Go for quantity. Judge later.

How do you come up with new ideas?

Exercise: Develop ideas

Chose one of your “How-might-we” statements.

Don’t restrain yourself and think wildly - create at least 6 ideas how to improve your existing idea and come up with a new one.

Chose your best idea.

30 min

Deliver

DELIVER How to deliver quickly and well?

How to deliver quickly an well? It’s not about delivering the perfect solution, but something you can get feedback on.

Fail early, fail often

learn

learn

How to deliver quickly and well? Through agile delivery.

What a prototype might look like

Learn in a safe environment

Paper prototypes

Testing a service experience

Tips to “deliver”

Be brave and share your work early. Seek feedback to iterate - (not to get a pad on your back).

How do you deliver projects?

What’s your experience with starting small or agile delivery?

Exercise: Develop ideas

You only have 20 minutes time and the materials available in the room - how would you start prototyping your idea?

20 min

But doesn’t this process make things more expensive?

It’s less expensive than creating something people don’t want or can’t use.

Next steps

What we’d like you to do before we meet next time

1. Each team on Slack. 2. Plan your user research

based on tools today. 3. Gather existing research

and identify gaps.

What we’d like you to do before we meet next time

4. Could you find and identify a user to interview?

Next Time?

3 half days workshops with each team to go over research plans and go out and do more

Please leave some feedback for us.

Thank you!