Between products and services: Innovation towards (and through) experience

One’s experiences influence in designing for an experience

How many of us agree with this sentence?

Between products and services: Innovation towards (and through) experience

CRITICAL REFLECTION

September, 2013 - Patrícia Lima

Innovation towards (and through) experience

CRITICAL REFLECTION September, 2013 - Patrícia Lima


Experienceas practice based-innovation




Experience as innovation purpose




Experience as innovation purpose

RESEARCH QUESTION:



RESEARCH QUESTION:

HOW does one’s experiences influence in designing for an experience?



What is experience?



What is experience?- User experience?



What is experience?- User experience? - Practitioners’ experience?



What is experience?

What methods and concepts should be used to design an experience?- User

experience? - Practitioners’ experience?

- Based on what experience?



What is experience?




Does it have anything to do with innovation?


GROUNDS

Innovation through PractitionerExperience

The achievement of innovation has been seen over the past

years as a linear process that emerges from a scientific work

to a practical innovative solution [3]. However, “nowadays,

innovation is most often considered to be a result of co-

operation in normal social and economic activities.” [3, p.2]

Reflecting on that, a scientific work in terms of research

also breaks the “line of division” and become part of the

practice itself, leading to uniqueness. According to Donald

Schon’s work (1982), through reflection (and more specifically

reflection-in-action, claimed by him) a practitioner becomes

a researcher in the practice context. “He is not dependent

on categories of established theory and technique, but

constructs a theory of the unique case” [4, p.68].

Innovation for User Experience

In the 1990s, in the way of constructive research, designers

have developed many types of concepts emphasizing

the role of emotions in experience and empathy. As the

key constructs of this movement were not clear to be

understood, the main conceptual innovation came to be User

Experience that has led universities, corporations and design

firms to built units within this focus [2].

Yet in the understanding of User Experience, Marc Hassenzahl

[1] claims that experience is not about good industrial design,

multi-touch, or fancy interfaces. He argues that it is about

transcending the material and creating an experience through

a device. According to him, the emergence of experience,

in a psychological perspective, comes from an inseparable

combination of elements that together created a meaningful

whole. They are: perception, action, motivation, and

cognition. Considering such a combination as a challenge for

User Experience (or Experience Design), the design question

becomes how to intentionally create and shape experiences.


GROUNDS
















GROUNDS















SHIFT • Innovation as a linear process (From a scientific work --> to a practical application) to • Innovation as a result of a practical cooperation [3]

ON TOP OF THIS Practitioner as researcher in the practice context: through notion of Reflection-in-action and on-action [4]

[3] MELKAS, Helinä; HARMAAKORPI (editors). 2012

Practice-Based Innovation: Insights, Applications and

Policy Implications. Springer: London, New Y ork.

[4] SCHON, Donald A. 1982. The Reflective Practitioner:

how professionals think in action. Basic Books: United

States of America.


GROUNDS





















GROUNDS




















DEVELOPMENT of concepts that emphasize emotions in experience and empathy [2]

EXPERIENCE as a inseparable combination of perception, action, motivation and cognition. [1]

[1] Hassenzahl, Marc (2013): User Experience and Experience Design. In:

Soegaard, Mads and Dam, Rikke Friis (eds.). “The Encyclopedia of Human-

Computer Interaction, 2nd Ed.”. Aarhus, Denmark: The Interaction Design

Foundation. Available online at

[2] KOSKINEN, Ilpo at all. 2011. Design Research through practice: From the Lab,

Field and Showroom.CRITICAL REFLECTION September, 2013 - Patrícia Lima

WORK CONTEXT

The multidisciplinary and multicultural Innovation Camp

http://www.youtube.com/watch?v=4mJYt5-IkBc CRITICAL REFLECTION September, 2013 - Patrícia Lima

NARRATIVE-BASED REFLECTION

Between products and services

“And so was I in the third day of the innovation camp completely puzzled and

trying to understand what was going on. I finally decided to ask the designer

manager’s help: - “I know what is going on. And this is not the first time I have

seen it”, she calmly answered when I explained her that my team did not want

to work in a product as a solution. With a “I-know-what-I-can- do smile” she

continued: “They are probably simply amazed by a new concept that they were

not used to”. At that point I was completely struggled trying to understand

how come I was the one ‘playing against’ the Service Design trying to convince

engineers and designers (with background and lots of experience in materials)

that we needed to develop a product!”


PEOPLE

HOURS

MENU

MEAT DISHES

VEGETARIAN DISHES

DRINKS

MEAT DISHES

TERIYAKI BEEFMEXICAN CHICKENMASALA CHICKEN CURRYTÖNTÖTTDANISH GRILLED HERRINGLATVIAN PIKESWEDISH MEAT BALLSFINNISH PORONKÄRISTUSPOLISH STEWLITHUANIAN MEAT PIE

TERIYAKI BEEFMEXICAN CHICKENMASALA CHICKEN CURRYTÖLTÖTT KAPUSZTADANISH GRILLED HERRINGLATVIAN PIKESWEDISH MEAT BALLSFINNISH PORONKÄRISTUSPOLISH STEWLITHUANIAN MEAT PIE

TERIYAKI BEEFMEXICAN CHICKENMASALA CHICKEN CURRYTÖNTÖTTDANISH GRILLED HERRINGLATVIAN PIKESWEDISH MEAT BALLSFINNISH PORONKÄRISTUSPOLISH STEWLITHUANIAN MEAT PIE


FAMILIES

SENIOR GROUPS

SENIORS

SERVICE PROVIDER

SHAREDKITCHEN

www

CUSTOMERS

contract the service

take part in a event

app

website

physically

TRANSPORTATION AND SETTING UP

KEY

PARTNERS: Furniture manufacturers

Event managers

Food/product suppliers

Municipalities

Assemblage/transportation

S E R V I C E J O U R N E Y M A P

KITCHEN

KITCHEN +

FOOD

OR

known

strangers

ACTIVE PARTICIPATION

PASSIVE PARTICIPATION


CONCLUSION

• Between products and service what actually matter is to

design for an experience.

• Motivations that lead to the development of new solution should not

be the technology, the shape, the method or the terminology. All this

elements are indeed part of the innovation process, but are not (or

should not be) the drivers.

• The decision-makers of what to design are (or should be) who and

why to design for.


(What I have come to realize)

(I would have made things different in this sense)

(I want to keep in mind for the future)

CONCLUSION

• Between products and service what actually matter is to

design for an experience.

• Motivations that lead to the development of new solution should not

be the technology, the shape, the method or the terminology. All this

elements are indeed part of the innovation process, but are not (or

should not be) the drivers.

• The decision-makers of what to design are (or should be) who and

why to design for.

“How?” is often a question worth exploring.



What is experience?




Does it have anything to do with innovation?

“FOOD FOR THOUGHT” or invitation for discussion

by PATRÍCIA LIMA

Between products and services: Innovation towards (and through) experience

Design

experience experience

innovation experience

experience design

experience critical

practitioners experience

emergence of experience

experience research

innovation critical