Design for Improvement – Workshop 1 Presentation

Design for ImprovementWorkshop 1

New way of working

ProviderInput Output

Action

• SROI• Community scorecard

“Income” Outcome

Analysis

•New models (e.g. social enterprise)

•Partnerships (FE engagement through CSR)

• Crowd-sourcing• Design research• Systems thinking

Review

Service Designfor improvement

25%reduction in graffiti vandalism in Brent

5%increase in community satisfaction

in Barking in 3 months

31%Increase in awareness of

lung cancer symptoms in Bristol

100%sexual health screeningat a Birmingham event


WORK WITH YOU TO IDENTIFYAREAS OF IMPROVEMENT IN YOUR ORGANISATION

OFFER YOU SUPPORT TO APPLY SERVICE DESIGN THINKING AND CREATE

REAL IMPROVEMENTSBY MARCH 2013


what isService Design




Service Designlooking at the challenge

from a differentperspective

Service Designuser-centeredcollaborative


www.designforimprovement.wordpress.com


12:30 lunch

3 tea 4:30 end

10:30 start

01project

definition

02user

personas

03user research

tools

04discussion

guides

05ethical

considerations

06actionplan

Workshop etiquette

• New ways of working spark creativity and innovation

• Two heads (or more) are better than one

• Document everything

• Play, doodle, draw: express your ideas visually

• Everyone here is an expert in their own area, so listen to their ideas

• Have fun!

01project

definition

01project

definition

02user

personas

03user research

tools

04discussion

guides

05ethical

considerations

06actionplan

reviewdata

highlightproblemareas

defineproject

aim

• Vision

• Objectives

• Scope

• Project team

• Stakeholders

• Timings

SMART goal

• Specific

• Measurable

• Attainable

• Realistic

• Timely

Example

Increase customer satisfaction rates by 5% among residents in Barking by March 2012.

02user

personas

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Personas are fictitious characters that help you stay focused on your users.

The more you meet with and speak to users the more accurate the Personas you create.

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Create a fictional persona representing what you already know about your project’s target audience:

• Name

• Age

• Household

• Occupation

• Interests

• Dreams

• Fears

• Favourite places

• Communication channels

• Typical day

05ethical

considerations

03user research

tools

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

User research helps identify:

• How users are accessing current services

• Areas for improvements or innovation

• Opportunities for new services that will address a user need

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Traditional user research tools:

• Interviews

• Surveys

• Focus groups

Tailored user research tools/channels:

• Users are more engaged

• Improved response rate

• More honest insight

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Example: VIDEO DIARIES

• Residents’ views in Barking

• Very diverse audience

• Dispersed in different locations at

different times of the day

• Council interested in real environments

• Get views from hard-to-reach not usual

suspects

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Example: MOBILE SPACES

• Migrant workers’ health in Essex

• Have two or more jobs

• Very little free time

• Most speak little English

• Would go to work ill to not lose out on pay

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Example: DIGITAL SURVEYS

• Teen pregnancies in Bristol

• High streets on weekends

• Engage in groups

• Interested in technology

• Short attention spam

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Example: DAY IN THE LIFE

• Nurses’ wellbeing in London

• Sensitive topic area

• Busy shifts

• Restricting hospital environment

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Example: PEER-TO-PEER RESEARCH

• Older people in Stoke-on-Trent

• Sensitive topic area: cancer

• Strong connections in the community

• Interested in conversations

05ethical

considerations

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

Example: CULTURAL PROBES

• Workplace health

• Busy and varying schedules

• Require constant reminding

• Need to document immediate behaviours

05ethical

considerations

Design a user-research tool to engage with your target audience. Consider the following:

• Where and when can you best access your audience

• How can you best approach your audience

• How can you motivate them to take part

• What’s in it for them

• How much time can they give you

• Are they more comfortable engaging alone, in pairs, in groups

• Can you integrate your research tool into communication channels they already use

• This is not about ‘what’ you want to find out, but ‘how’ you’re going to find out

01project

definition

02user

personas

03user research

tools

04discussion

guides

06actionplan

05ethical

considerations

04discussion

guides

01project

definition

02user

personas

04discussion

guides

06actionplan

Discussion guide principles:

• Good to talk, better to listen

• Be honest about your objectives

• Ice breaker in the beginning

• Open instead of closed questions: e.g. ‘how to you feel about the area’ not ‘do you like the area?’

• The fewer and more concise the questions the better

• Steer clear of biased questions or opinions

• What the ‘user has to say’ and what ‘you’re trying to find out’ are two completely different things

• Ensure the discussion guide captures all you need to find out

05ethical

considerations

04discussion

guides

01project

definition

02user

personas

04discussion

guides

06actionplan

Example:

Engage with residents in Barking to find out:

• How residents interact with the local area

• Their sense of ownership of public spaces

• Their perceptions of the area

• The communication channels they use with

their social network and with the council

05ethical

considerations

01project

definition

02user

personas

04discussion

guides

06actionplan

Design a discussion guide by considering:

1)Your SMART goal

2)What you need to find out from users to achieve that goal

3)How to best translate what you need to find out into questions that users can easily answer

05ethical

considerations

05ethical

considerations

01project

definition

02user

personas

04discussion

guides

06actionplan

05ethical

considerations

Ethical practice = best practice

01project

definition

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personas

04discussion

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05ethical

considerations

Ethical codes of practice:

Education:•Individual codes of practice•Equality and Human Rights Commission - Equality Act 2010Technical Guidance on Further and Higher Education•Council of international schools

Social research:• Hundreds!

Design:• Royal Institute of British Architecture• Chartered Society of Designers

01project

definition

02user

personas

04discussion

guides

06actionplan

05ethical

considerations

• How to ensure that citizens participating fully understand what is being asked of them?

• Is there payment or an incentive scheme for citizens’ involvement?

• Should all participants be paid for their time?

• Are you equipped to deal with any sensitive information that might be uncovered?

• How would you deal with information that is unrelated to the project, but is illegal or needs further assistance - for example abuse, or addiction or emotional trauma?


01project

definition

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05ethical

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06actionplan

01project

definition

02user

personas

Transform workshop learning and outputs into actionable steps:

1)Break implementing your user research tool into achievable milestones

2)Timescale: 9 January to 13 February

3)Consider roles and responsibilities

4)Scale down if designed tool exceeds scope/capacity

05ethical

considerations

Thank youwww.designforimprovement.wordpress.com

Documents

Design for Improvement – Workshop 1 Presentation