Service Design: Methods Sampler

Methods Sampler

CONVERGE: Canadian Service Design ConferenceDec. 8, 2017

Service Design

> The Future, Backwards

> Frame Creation and Exploration

> Bodystorming

The OpenRoad team is comprised of designers, strategists, analysts, developers, and project managers.

1 > The Future, Backwards


Origins

The Cognitive Edge method is ©2012 Cognitive Edge (USA) Inc., used under a Creative Commons Attribution - Noncommercial - Noderivs license:http://creativecommons.org/licenses/by-nc-nd/3.0/


About the method

An alternative to traditional strategic planning exercise that helps widen the range of perspectives a group of people can take on understanding their past and the possibilities of their future.


Benefits

> Illuminates hopes and fears within the organization

> Understand which ingrained patterns of past perceptions are influencing an organization’s future and break out of those patterns

> Bring diverse perspectives to a problem space and highlight similarities and differences of the past(s) and future(s)

The method in action

The Future, Backwards


How it works

Describe the current state of affairs.

current


How it works

Define events in the past that shaped to the current state.

past events

current


How it works

Describe the conditions and experiences of an impossibly GOOD, best case future state.

past events

best case future

current


How it works

Describe the conditions and experiences of an impossibly BAD, worst case future state.

past events

best case future

worst case future

current


How it works

Split into 2 groups.

One group will work from the best case future and the other will work on the worst case.


How it works

Define past events that lead to the best/ worst case future state.

current

past events

best case future

worst case future

path to best case future

path to worst case future


Sharing the output

Different approaches:

> Have a spokesperson explain their output as others rotate around to see what other groups have put together.

> Groups take turns presenting output while others listen.


Sharing the output

Various perspectives between groups become apparent.

Acknowledging differences in perspective aids in the processof organizational conflict identification and resolution.


Reflection

Did any surprising ideas or issues arise in your group?

What recent project might have benefited from this activity?

When do you feel this activity might be beneficial in a project?

2 > Frame Creation & Exploration

2 > Frame creation & exploration

Inspired by Kees Dorst

“A problem can never

be solved from the

context in which

it arose.”


Obstacles to Problem Solving - Mental Set

The tendency to approach situations in a certain way because that method worked.

Source: http://bpc.h-cdn.co/assets/16/36/640x640/square-1473283500-shark-rocket-duo-vacuum.jpg


Frame creation & exploration

What is it?> It is less about the generation of “solutions” and more

about the ability to come up with new “approaches” that can be applied to the problem situation itself.

Benefits> Reframing the problem situation opens up new possibilities

for addressing the problem situation.> Allows us to break away from ingrained patterns of thinking.

“ Today’s problems are so complex, dynamic, and networked that they seem impervious to solution. The trusted routines just don’t work anymore. These new types of problems require a completely different response. ”

Kees Dorst


Frame creation

The metaphor of a lens allows us tosee a problem situation in new and revealing ways.


How to reframe a problem situationIf the problem situation of_______ is approached as if it is a problem of_________,then the situation should be _________


Example Frame 1If the problem situation of bus operators worried about hitting pedestriansis approached as if it is a problem of _________,then the situation should be approached as if it is a matter of_______

Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/


Example Frame 1If the problem situation of bus operators worried about hitting pedestriansis approached as if it is a problem of designing a community gathering placethen the situation should be approached as if it is a matter of_______

Source: https://www.biv.com/article/2016/6/vancouver-expands-restaurant-patio-options/


How to reframe a problem situationIf the problem situation of_______ is approached as if it is a problem of_________,then the situation should be _________


Example Frame 2If the problem situation of bus operators worried about hitting pedestriansis approached as if it is a problem of _________,then the situation should be approached as if it is a matter of ...

Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg


Example Frame 2If the problem situation of bus operators worried about hitting pedestriansis approached as if it is a problem of businesses/services in the right location.then the situation should be approached as if it is a matter of ...

Source: http://www.questoutreach.org/wp-content/uploads/2012/08/VolunteerInStoreAisle.jpg


Alternate Frames

Let’s try it out



Themes:

The themes were identified based on a qualitative review ( by the ORC team) of the Stanford report findings and illustrate some of the recurring ideas, issues, topics that were uncovered. Themes are derived by looking at the patterns in the findings, grouping into categories, and labeling - what is the meaning behind this group of findings.

Capabilities

Information overload

Balance

Confirmation Bias

Inclusivity

Pro social behaviour (or not)

Truth

Transparency

Diversity

Freedom of expression

Efficiency

Impartiality

Regulation

Human nature

Fairness

Lack of time

Activity: Generating frames



Step 1: Pick a theme - Pick one theme and write it down.

Step 2: Identify possible frames to explore - Contemplate some associated metaphors/analogies. Ask yourself, is there another context or situation that possess/exemplifies the attributes of the theme? These are the “frames” you will use to re examine the problem situation.

Step 3: Try out the frame (s) - Insert one frame into the problem statement.

If the problem situation of teens being able to distinguish between fake news and real news isapproached as if it is a problem of then the situation should be...

Step 4: Frame AttributesIdentify the attributes that you associate with this frame. List below.

Step 5: Opportunities (to address the problem of teens have a hard time distinguishing between fake news and real news)

Looking at each frame attribute ask, what are similar elements (people, processes, places. props, etc.) of this attribute in the problem situation? What opportunities can you think of.

For example - Frame attribute: A dietitian to help you manage your diet. Problem situation opportunity: Media literacy coach for teens.


Step 1: Theme: Balance

Step 2: Frame: Eating a balanced diet

Step 3: If the problem situation of teens being able to distinguish between fake news and real news is approached as if it is a problem of eating a balanced diet <frame> then the situation should be...

Step 4: Frame Attributes Step 5: Opportunities

Variety Reinforce the need to refer to more than one information source.

Limit the bad stuff Cut down on the amount of time spent looking at TMZ, The Onion, etc.

Be wary of diet trends Be wary of reflexive retweeting. Pause and ask, is what you are sending “accurate”?


2 > This is a Green Section

What is a useful frame?

> Makes sense to all the stakeholders

> Helps them envision a new approach to the problem


Reflection

> Did any surprising ideas or issues arise in your group?

> What recent project might have benefited from this activity?

> When do you feel this activity might be beneficial in a project?

3 > Bodystorming

About the method

A collaborative brainstorming activity using role-playing, improvisation, and movement to explore new interactions and evaluate ideas pertaining to a user’s service experience.

3 > Bodystorming

Benefits

> Engaging in physical expression activates different parts of your brain.

> It’s very human, full of behaviour, emotion, and drama.

> Evaluate as you go.

> Promotes team bonding.

3 > Bodystorming

When to use it?

Understand Problem discovery and exploration sharing observations from the field.

Generate Exploring people, places, things, processes, etc. to develop new ideas.

Evaluate Trying out solutions to discover hidden nuancesCommunicate developed ideas.

3 > Bodystorming

How it works

> Commit!

> You’re there to support each other.

> Don’t worry about being: creative, funny, or smart.

3 > Bodystorming

How it works

Step 1: Gather your team and warm up to put yourminds into an improvisational mindset.

Warm ups> Clapping exercise> “I’m a tree!” warm-up> “Yes, and…” exercise> Pilates warm-up exercises, dance movements, improvisational

theatre exercises, and some informal playground games.

3 > Bodystorming

How it works

Step 2: Negotiate your roles.

Everyone should have a role. That role doesn't need to be a person (one of you can play the part of a news site, or of Facebook).

Everyone should take one of the roles listed on post-its at your table.

3 > Bodystorming

How it works

Step 3: Act out your scenario.

Social media shows a warning when users try to share a story flagged (by other users or an algorithm) as "fake".

TEEN is at home and sees a news article about drones and video games on their social media feed. They share the articles with their friends, but before posting, the system puts up a warning that the article might be “fake”.

Please continue the story...

3 > Bodystorming

How

Step 4: Review and discuss as a team.

Look for opportunities or challenges that you did not expect.

3 > Bodystorming

3 > Bodystorming

Reflection

Did any surprising ideas or issues arise in your group?

What recent project might have benefited from this activity?

When do you feel this activity might be beneficial in a project?

Thank you!Come get a set of method cards to take away!

Gordon Ross

Vice [email protected]

Jacqueline Antalik

Director of User [email protected]

Deborah MacKenzie

Senior UX [email protected]

Winnie Ho

Senior UX [email protected]

OpenRoad210-12 Water Street, Vancouver, BC V6B 1A5

@openroadies /openroad-communications @openroadies

openroad.ca

Service Design: Methods Sampler

Technology

Transcript of Service Design: Methods Sampler