Solution-play

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graduate thesis by Brook Graham, December 16, 2013 Interaction Design | University of Kansas | Professor: Michael Eckersley

designers play the role of an imagined solution

to reveal underlying user needs

Role-playing as a method for socially-mediated design exploration and problem solving

empathy: understanding another person

empathy: understanding another person

our user

our user

We can observe our user from the outside...

but to empathize,we need to

imagine what it feels like to be that person

this is empathy

imagine what it feels like to be that person

this is my thesis.

imagine what it feels like to be that person

imagine

remember?

research questionIf the act of playing the role of a solution to a complex design problem was developed and presented as a user research method, would it be useful during the discovery phase of the design process?

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research questionIf the act of playing the role of a solution to a complex design problem was developed and presented as a user research method, would it be useful during the discovery phase of the design process?

If so, how would it be best developed and presented in order to increase empathy, user collaboration, and facilitation of a great design?

background

Bill Buxton“Interaction design is aboutroles and changing relationships”

Bill Buxton is a principal researcher at Microsoft known for being one of the pioneers in the human–computer interaction field. His book, Sketching User Experiences, inspired me to further explore role-playing in design.

Bill Buxton

two roles

“Interaction design is aboutroles and changing relationships”

Bill Buxton is a principal researcher at Microsoft known for being one of the pioneers in the human–computer interaction field. His book, Sketching User Experiences, inspired me to further explore role-playing in design.

role of user role of theproduct/service/experience

role of user role of theproduct/service/experience

solution

role-playing:

1 :  to act out the role of

2 :  to represent in action

I started looking into role-playing and its use in theater, education, therapy, and design.

Augusto Boal

dramatic theatre

Boal helped people stand up to their oppressors by giving them a safe place to rehearse everyday life. He was interested in breaking down the line that separates actors from spectators—everyone was a “spect-actor” in his workshops.

Byron Stewart

Byron leads Dramatic Diversity, a theatre-based consulting firm in Chicago. They facilitate corporate training workshops to improve services for companies like McDonalds.

Karen Hough

improvisation

sometimes the strangest ideas canbe the most amazing

Hough explains that improv actors are actually the most over-rehearsed in the performance industry. And that’s what is missing in the corporate setting—practice is how people learn to manage in the moment.

Adam Lawrence

Investigative rehearsal

Comedian by trade, Adam is one half of WorkPlayExperience in Germany. These world-leaders of service design direct companies to rehearse their offerings, iterating/exploring tiny details that are so important to a customer’s experience.

Rubberducking

Make your thoughts words others can hear

When stuck, some developers voluntarily explain their code to a rubber duck before seeking help. Designers can use this concept as well—the simple act of re-wording an idea can be enough to trigger further thought.

Tim Brown“...as adults we self-edit, !we stop ourselves as we’re having ideas.”

CEO of IDEO, Tim Brown goes on to say that our desire to be original actually isn’t playful nor constructive. We can learn not to self-edit from kids—they let themselves have multiple ideas that aren’t that different.

I’m always running late…

A video of the method. The idea was to generate as many ideas as possible, as fast as possible. Meredith is playing herself, a user with a need. Patrick is playing the role of the Solution for her need.

…to be the wing of an airplane?

traditional role-playing

this guy designs something

DESIGNER

Designers usually test their designs by acting as the user. For example, if trying to improve the drive-thru experience at a restaurant, a designer might imagine himself as the customer.

he tests it with friends

DESIGNERUSER

DESIGNER

everyone plays the role of:

USERUSER

the benefits are limited:

- likes

- dislikes

- small little suggestions

- insights

But because the game is already partially designed, the feedback can be limited. Also, what a designer can do with it can be limited.

Why not act as the Solution?

And have a normal, everyday conversation with the user. It’s face-to-face which is the most effective way to communicate.

so, instead of:

USER DESIGNERUSER

DESIGNER

SOLUTION

try this:

USER

solution to a user’s problem

a designer could play they role of a:

solution to a user’s problem

solutionstill undefined

At this point the designer can’t picture the end-solution. It’s still fuzzy.

solutionalways-changing

Ideas for a solution are changing based on the conversation being had. The user’s underlying needs are revealed.

imagined solution

USER DESIGNER

USER DESIGNER

with a problem

USER DESIGNER

with a problem

playing the role of a:SOLUTION

USER DESIGNER

with a problem

playing the role of a:SOLUTION

USER DESIGNER

with a problem

playing the role of a:SOLUTIONhow canI help?

USER DESIGNER

with a problem

playing the role of a:SOLUTION

SOLUTION-PLAY

how canI help?

Note that the user’s “problem” could also be called a goal, a need, or even an objective.

7 phases of a design process

userresearch

interaction design

usabilityvisual design

QA

development

discovery

Where does Solution-play take place?

Solution-play

discovery

Solution-play

influence

userresearch

interaction design

but the conversation (that results from Solution-play) can be used to inform the the proceeding phases

hypothesis

benefits would be:

- more imaginative

- less restricted

- more big-picture

- more empathetic

- informal & natural

The designer is playing the role of a driverless car. The participant is the “driver.”

Who is driving?

goal

goal: get underlying needs to surface

To help underlying needs emerge

method

scientific method

observe natural phenomena

formulatehypothesis

modifyhypothesis

establish a theorybased on results

test thehypothesis

define& share

represent& present

try, thenevaluate

modify

observe

scientific methodscientific my

To further develop the method, I facilitated 20 Solution-play sessions with different people each time (both in-person and on Skype) in the context of three different situations (or stories).

Represent1

The activity was always represented visually. I found this to be the most effective way explain the method. I kept the drawing in view during the activity for reference.

This is just another representation. Two consistencies existed throughout the project: 1.) Someone always played the role of a Solution (that’s how this method differs from traditional role-playing afterall) and 2.) I always drew it up.

Signs were used to remind participants to stay in character.

about y

our role...

Present & Test2

The second step was to verbally instruct participants on their role.

Improve3 Iterate. Repeat.

To be a better facilitator, I needed to increase my confidence which came with practice. I also tried to progressive disclose instructions, to avoid overwhelming participants.

Evaluate4

Will people get in love with it?

How could people be part of it?

How will it work for people?

Why will it help people?

Is it amazingly entertaining?

Can a system be built from it?

It is simple?

Can it be expressed visually?

Is it true to the brand?

It is global or cross-generational?

This was my score-keeping formula. I evaluated the outcomes of the conversation based on these ten questions. Could the comments, emotions, questions, and needs expressed during a session be used to inform the design process?

Solution-play \sə$ˈlü$shən**plā\ 1 : to act out the role of a design solution

2 : to represent a solution in a conversation

Define5

Lastly, I named the method and defined it.

What it isn’t

- prep for real user research

- a way to get out of your head and into the problem

- exploratory

- requires little to no planning, travel, prep, or materials

- a way to give life to user research gone stale

- a replacement for real, in-person, user research

What it isn’t

results

Participant is playing the role of a spouse to an incarcerated individual. She has a need for a “magic tool” that lets her communicate with her spouse.

A “magic tool”

This is how I recorded the conversations.

I called out both important findings and points where the facilitation could be improved. “I thought it was safe” is an example of a snip (my term for any comment, question, concern, need, or emotion expressed during a session.)

Debriefing with participants: survey and interview

I asked questions like, “Were you confused?” and “Did this activity help you generate creative ideas?” I realized that this debriefing should take place immediately after a session. Delayed debriefing lead to less-specific feedback.

Debriefing after a Solution-play session.

Was this activity useful?

then compare

& contrast

The outcomes or “snips” were compared and contrasted. I noticed similarities and differences amongst participants. If the participant was confused, I failed at facilitation. The majority of people loved talking about themselves.

personalities emerge

the silent the confused the perfect !!!

The 20 participants fell into 3 distinct personalities. I used tricks for teasing out participation—leading with a really challenging question (or something oddly specific) kept participants excited and curious.

When is Solution-play useful?- user research becomes more productive

- touchy subjects that you’d like to prepare for

- warm-up exercise to tease out issues

!

Dan is asked to describe an item of clothing that needs. He is able to describe the shoe he needs, without hesitation. This is an example of a situation where Solution-play is not an effective method of discovery.

When does it fail?

how to

how to set it up- temporally impose rules and goals

- use language like: “make believe”

- create a safe place & build trust

- show visuals

Blake

User Solution

stround

ndround Blake

Melissa

Melissa

ROLES

ROUNDS

ACTORS

STORY

how to act when facilitating

- be objective

- have fun

- be humble

- you are teachable by the user

Dan explains how he imagines this method could be useful.

How can Solution-play be applied?

This is what I learned- Many situations become emotional

- Empathy is developed

- When under pressure, people act more spontaneously

- It is completely flexible

- It is not overwhelming

photo creditsTim Brown: www.idealog.co.nz/blog/2012/04/tim-brown

Sebastian Detering: www.hans-bredow-institut.de/de/staff/sebastian-deterding-mapples & oranges: www.wealth18.com/comparison-of-current-ncd-tax-free-bonds-aug-sep-oct-2013

kids role-playing: www.virtualeducasinaloa.comgame testing w/ Kars Alfrink: www.flickr.com/photos/kaeru/9782327702

Leif Hansen: www.spu.edu/depts/uc/response/new/2012-autumn/features/play-without-ceasing.asp design process: www.ezsitecms.com/services/user-experience-design

rubber duck: www.wikipedia.org/wiki/File:Rubber_duck_assisting_with_debugging.jpgRubber chicken: www.sidlaurea.com/2013/02/16/facilitating-an-awesome-ideation-workshop/

Byron Stewart: www.dramaticdiversity.com/Boal: www.peaceinnovators.org/tag/augusto-boal/

Boal book: www.amazon.com/Theatre-Oppressed-Augusto-Boal/Bill Verplank illustration: www.billverplank.com/Lecture

thank you