human-centred design pratice

How we can help you…..

Human-centred designby Jax Wechsler.

Thursday, 5 June 14

My experience

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Design is...

• not only about making THINGS

• a process for wicked problem solving

• a social / collaborative process

• about generating possibilities

• human-centred

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Role of the Designer

“Complex systems are shaped by all the people who use them and in this new era of collaborative innovation, designers are having to evolve from being the individual authors of objects, or buildings, to being the facilitators of change among large groups of people”

Thackara, J. (2006). In the Bubble, Designing in a Complex World.

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Design Practice Today

SRC: http://knowledgeconnect.com.au/2012/03/co-creation-and-participatory-design/

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UX designinteraction designer

2000 Jesse James Garett

http://vimeo.com/21691333

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I am the same person across multiple touch-points

Service design

https://www.youtube.com/watch?v=BeEUemtdoJQ

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Service design

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Human-centred!

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HCD life-cycle

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(SRC: Michael Schrage 2006)

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Knowing your users

NEEDSEXPECTATIONS

GOALSFEELINGS

EXPERIENCE

THOUGHTSCONTEXT OF USE

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think about your other humans too!

e.g. ACME BANK: executive team, bank managers, bank tellers, call centre staff, training staff, IT staff that

design internal systems, HR staff who hire,.....

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Why do research?

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Levels of Design

Designers can design for components, products, systems and communities - John Chris Jones (1971) Design Methods

1.COMMUNITY

LEVELCity

2.SYSTEMS

LEVEL

3.PRODUCTS

LEVEL

4.COMPONENTS

LEVEL

Other systemseg. Industry,recreation

TrafficHousing

Livingrooms

Bedroomsetc.

Land Propertyrights &

legal processes

Body Engine Surfaces Networks

TravellersFamilies VehiclesHouses RoadsSites

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“design that is directed first and foremost to human needs”

(Victor Margolin, 2007)

Social design

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Masters ThesisHow can we use design artefacts

(representations) to support human-centred innovation within

organisations?

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Empathy

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Context

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Cognitive frameworks

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Communicating vision

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PersonaThursday, 5 June 14

Customer Journey Map

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things to think withthings to talk with

and things to talk about

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Communityof practice

Communityof practice

Communityof practice

OBJECTS

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Telstra DealersImproving online

ordering capability

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Dealer Care call centre and IP Activations Team in Brisbane(Interviews with managers/ leads & sat with staff & listened in on their calls)

LISTEN DEFINE DESIGN

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3 Sydney Telstra Business Centres(we learnt about their processes & hacks)

LISTEN DEFINE DESIGN

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Understanding behavioural as well as experiential & emotional requirements(i.e. How they want to experience the Telstra brand)

LISTEN DEFINE DESIGN

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Co-design workshop with 8 dealersListened to their ideas & designed some solutions together

LISTEN DEFINE DESIGN

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LISTEN DEFINE DESIGN

AIM: (1) Synthesise the research(2) Define the problem-space & create some models to think with

Affinity mapping exercise : Research analysis & insight generation

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LISTEN DEFINE DESIGN

Personas: Understand who are users are (behavioural information rather than just demographic)

Needs

Goals

Work Tasks

Irritants

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LISTEN DEFINE DESIGN

Journey Maps: Mapped out tasks required to place orders of various products

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LISTEN DEFINE DESIGN

More tools/models to think with & some visions for the future.

1. Design principles 5 principles and some examples on how to execute on them. These should be used

to inform the design of ALL systems & processes for dealers.

2. Online CapabilitiesHigh-level description of the main capabilities a dealer portal will need to fulfil

3. Conceptual design for a portalHigh level wireframes and system requirements

4. ScenariosHow a portal could fit into the context of their work (video and comics)

5. Some Quick Wins Things that can be done now to improve the dealer experience

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Jax Wechslerjax@stickydesignstudio.com.auhttp://stickydesignstudio.com.auMobile: 0403 895497

QUESTIONS?

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