IDEO Human Centered Design

8/22/2019 IDEO Human Centered Design

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TOOLKIT2ND EDITION


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WATER STORAgE AnD TRAnSpORTATIOn, InDIA


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InCREASIng FARMER InCOMES, CAMBODIA


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EnCOuRAgIng TEChnOLOgY ADOpTIOn, KEnYA


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TAbLE

OFCONTENTSINTRODUCTIONWhY DO huMAn-CEnTERED DESIgn? 4

ThE ThREE LEnSES OF huMAn-CEnTERED DESIgn 6

ThE hCD pROCESS 8

hOW TO uSE ThIS TOOLKIT 10

BEST pRACTICES FOR InnOvATIOn 12

SCEnARIOS OF uSE 14

HEARTe hear sectio will ide yo tro te rocess

o reari or researc wit costitets si

hCD metodoloy.

STEp 1: IDEnTIFY A DESIgn ChALLEngE 34

STEp 2: RECOgnIzE ExISTIng KnOWLEDgE 39

STEp 3: IDEnTIFY pEOpLE TO SpEAK WITh 40

STEp 4: ChOOSE RESEARCh METhODS 42

Metod: Idiidal Iteriew 42

Metod: gro Iteriew 44

Metod: I-Cotet Immersio 46

Metod: Sel-Docmetatio 50

Metod: Commity-Drie Discoery 53

Metod: Eert Iteriews 55

Metod: Seek Isiratio i new places 57

STEp 5: DEvELOp An InTERvIEW AppROACh 58

Metod: Iteriew gide 58

Metod: Sacricial Cocets 60

Metod: Iteriew Teciqes 64

STEp 6: DEvELOp YOuR MInDSET 66

Midset: Beiers Mid 66

Midset: Obsere s. Iterret 68


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CREATETe Create sectio will el yo traslate wat yo

leared i te eld ito cocrete soltios.

STEp 1: DEvELOp ThE AppROACh 84

Metod: particiatory Co-Desi 84

Metod: Ematic Desi 89

STEp 2: ShARE STORIES 92

STEp 3: IDEnTIFY pATTERnS 94

Metod: Etract Key Isits 94

Metod: Fid Temes 98

Metod: Create Frameworks 100

STEp 4: CREATE OppORTunITY AREAS 102

STEp 5: BRAInSTORM nEW SOLuTIOnS 104

STEp 6: MAKE IDEAS REAL 106

STEp 7: gAThER FEEDBACK 108

DELIvERTe Delier sectio will ie yo te tools to o

rom ideas ad rototyes to soltios ad lastat ca be imlemeted. It will also el yo create

a leari la to measre ad cotie iterati

o yor desis.

STEp 1: DEvELOp A SuSTAInABLE REvEnuE MODEL 126

STEp 2: IDEnTIFY CApABILITIES FOR DELIvERIng SOLuTIOnS 131

STEp 3: pLAn A pIpELInE OF SOLuTIOnS 134

STEp 4: CREATE An IMpLEMEnTATIOn TIMELInE 138

STEp 5: pLAn MInI-pILOTS AnD ITERATIOn 140

STEp 6: CREATE A LEARnIng pLAn 144

Metod: Track Idicators 146

Metod: Ealate Otcomes 148

FIELD GUIDE 154Te Field gide cotais workseets tat will el yo to

reare or ad codct eld researc. Te Field gide ad

te Asiratios Cards, are all yo will eed to take to te

eld wit yo.


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NTRUCTN A

NTR


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ARE yOU

LOOKINGTO...bring innoation to the ase

of the ramid? Enter a ne region?

Adat a technolog to our region?Understand the needs of constituents

etter? Find ne methods for

monitoring and ealuation?

Introduction

Human Centered Design

DCH


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It cotais te elemets to hma-Cetered Desi, a rocess

sed or decades to create ew soltios or mlti-atioal

cororatios. Tis rocess as created ideas sc as te

heartStart debrillator, CleaWell atral atibacterial rodcts,

ad te Blood Door System or te Red Crossioatios tat

ae eaced te lies o millios o eole.

No Human-Centered Design can hel ouenhance the lies of eole liing on lessthan $2/da.

Tis rocess as bee secially-adated or oraiatios

like yors tat work wit commities i eed i Arica, Asia,ad Lati America.

hma-Cetered Desi (hCD) will el yohear te eeds

o costitets i ew ways, createioatie soltios to

meet tese eeds, ad delier soltios wit acial

sstaiability i mid.

LETS GET STARTED.

THISTOOLKIT

wASMADE FORyOU.

Itrodctio

hma Cetered Desi

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wHy DOHUMANCENTEREDDESIGN?because it can hel our organiation

connect etter ith the eole ou

sere. It can transform data into

actionale ideas. It can hel ou tosee ne oortunities. It can hel to

increase the seed and effectieness

of creating ne solutions.

Introduction


Itrodctio

Wy Do hCD?

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wHy A TOOLKIT?

because the eole are the exerts.Tey are te oes wo kow best wat te rit soltios are.

Tis kit doest oer soltios. Istead, it oers teciqes,

metods, tis, ad workseets to ide yo tro a rocess

tat ies oice to commities ad allows teir desires to ide

te creatio ad imlemetatio o soltios.

because onl ou kno ho to est use it.hma-Cetered Desi is a rocess broke ito a set o tools.

Tis is so tat yo ca ick ad coose wic teciqes

work best or yor cotet ad yor sitatio. use it aloe

or alo wit pRISM, ale cai aalysis, pRA, trialatio

or oter metods yo se i yor oraiatio to imaie

ad imlemet ew ideas.

we are excited aout our ailit to continuerelicating the Human-Centered Design rocessto create and ring to scale ne aroaches

to roide ee care in the deeloing orld.

vISIONSpRING, INDIA

HCD surrised us ecause een eoleho didnt kno a lot aout the toicere ale to create so man solutions.

IDE vIETNAM

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Itrodctio

Wy Do hCD?


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THE THREE LENSES OFHUMAN-CENTERED DESIGN

hma-Cetered Desi (hCD) is a rocess ad a set o teciqes sed

to create ew soltios or te world. Soltios iclde rodcts, serices,

eiromets, oraiatios, ad modes o iteractio.

Te reaso tis rocess is called ma-cetered is becase it starts wit te

eole we are desii or. Te hCD rocess beis by eamii te eeds,

dreams, ad beaiors o te eole we wat to aect wit or soltios.

We seek to liste to ad derstad wat tey wat. We call tis te Desirability

les. We iew te world tro tis les troot te desi rocess.

Oce we ae idetied a rae o wat is Desirable, we bei to iew or

soltios tro te leses o Feasibility ad viability. We carelly bri

i tese leses dri te later ases o te rocess.

what do eole desire?

what is technicall and organiationall feasile?

what can e financiall iale?

DESIRAbILITy

FEASIbILITy

vIAbILITy

Itrodctio

Te Tree Leses o

hma Cetered Desi

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Te soltios tat emere at te

ed o te hma-Cetered Desi

sold it te oerla o tesetree leses; tey eed to be

Desirale, Feasile, and viale.

DESIRAbILITy

FEASIbILITy vIAbILIT y

Start here

H

Itrodctio

Te Tree Leses o

hma Cetered Desi

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HEAR

Dri te hear ase, yor Desi Team will collect

stories ad isiratio rom eole. Yo will reare or

ad codct eld researc.

H C

THE HCD pROCESSTe rocess o hma-Cetered Desi starts wit a secic Desi Callee ad

oes tro tree mai ases: hear, Create, ad Delier. Te rocess will moe

yor team rom cocrete obseratios abot eole, to abstract tiki as yo

coer isits ad temes, te back to te cocrete wit taible soltios.

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Itrodctio

Te hCD process


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CREATE

I te Create ase, yo will work toeter

i a workso ormat to traslate wat yo eard rom

eole ito rameworks, oortities, soltios, ad

rototyes. Dri tis ase yo will moe toeter rom

cocrete to more abstract tiki i idetiyi temes

ad oortities, ad te back to te cocrete wit

soltios ad rototyes.

DELIvER

Te Delier ase will bei to realie yor soltios tro

raid reee ad cost modeli, caability assessmet,

ad imlemetatio lai. Tis will el yo lac ew

soltios ito te world.

D

To recall these hases, siml rememer H-C-D.

Abstract

Concrete

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Itrodctio

Te hCD process


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HOwTO USETHIS

TOOLKITThis toolkit will guide youthrough an innovation process

based on HCD methodology.

Itrodctio

how to use tis Toolkit

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TIp

wATCH

OUT

Tere is te acilitator ersio o te Toolkit. I yo

are te acilitator, se te otes roided to yo i te

maris as ro istrctios o ow to moe yor team

orward tro te ioatio rocess. please add ay

additioal istrctios, metods, or teciqes yo eel

wold be releat to yor desi callee.

Te acilitator mst ser is/er ower wisely.

Te acilitator is a role to lead te team tro

te rocess; tis erso ca certaily cotribte to

te cotet o te ideas, bt sold ot se is/er

ower to sway decisios.

A FLEXIbLE TOOLKITusi tis toolkit o its ow will yield reat soltios.

howeer, hCD is also ery eible ad ca comlemet

or be slemeted by arios oter aroaces.

Metods sc as particiatory Rral Araisal (pRA),

Sbsector/vale Cai Aalysis ad Trialatio ca

all be icororated ito te hCD metodoloy roided

ere. For eamle, yor Desi Callee may ecessitate

kowi abot te mai o illae resorces. I a team

member is amiliar wit a pRA metod eectie or

ateri tis kid o iormatio, it sold absoltely

be icororated ito te rocess.

So be creatie ad rioros i coosi ad mii yor

metods te best otcomes mit come rom te most

eected combiatios!

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Itrodctio

how to use tis Toolkit


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bESTpRACTICES

FORINNOvATIONBy completing thousands o innovation

and design challenges, IDEO has

learned a ew rules or creating anenvironment to acilitate innovation.

See i any o these can be applied to

your organization.

Itrodctio

Best practices

or Ioatio

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TIp

To esre tat tere is a balaced eder ersectie,

iole emale sta i all ases o tis rocess.

MULTI-DISCIpLINARy TEAMSTe callees yo ace are ery comle ad are likely to

ae bee elored by redecessors. Yo will ae a ier

likeliood o sccess at soli sc comle, difclt, ad

already-eamied roblems by itetioally assembli te

rit team o eole. Tis team will work best i it cosists o

a core ro o 3-8 idiidals, oe o wom is te acilitator.

By mii dieret disciliary ad edcatioal backrods,

yo will ae a better cace o comi wit eected

soltios we tese eole aroac roblems rom

dieret oits o iew.

DEDICATED SpACEShai a searate roject sace allows te team to be

costatly isired by imaery rom te eld, immersed

i teir ost-it otes, ad able to track te roress o

te roject. I ossible, d a dedicated sace or yor

desi team to ocs o te callee.

FINITE TIMEFRAMESMay eole otice tat tey work best wit deadlies ad

cocrete timelies. Likewise, a ioatio roject wit a

beii, middle, ad ed is more likely to kee te teammotiated ad ocsed o moi orward.

Itrodctio

Best practices

or Ioatio

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The ollowing Scenarios o Use help

to outline our possible ways to usethis toolkit or innovation. The rst two

scenarios utilize the principle o nite

timerames to rame the entire challenge,

while the latter two demonstrate how

small sections o the toolkit can be usedto provide motivation, concrete goals,

and a path to getting unstuck in

longer-term programs.

SCENARIOSOF USE

DC14

Itrodctio

Scearios o use

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SCENARIO 1:THE wEEK-LONGDEEp DIvETis mode o eaemet orces te desi team to work

qickly to ater ad aalye data, te moes raidly to

soltios, rototyes ad las. Te oe-week timerame

is a amiliar timelie tat is lo eo to ai ood

derstadi, yet sort eo to allow a stressed

oraiatio to t limited resorces aaist a callee.Tis ormat is ood or early-ase leari ad or

srri ew tiki.

Use when you:

need to lear abot a ew area or callee qickly.

need to kick-start tiki abot a lo-stadi

itractable roblem.

Wat to reres te tiki o te sta.

pull Out and Use:

All sectios o te Toolkit i seqece.

TIp

Kow te limitatios o yor data ad yor early

rototyes we doi a Week-Lo Dee Die.

I alidity is ecessary witot mc time or

researc, se secodary data to trialate yor

dis. Bild a la or iterati early rototyes

or tre reemet.

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Itrodctio

Scearios o use


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SCENARIO 2:

THE SEvERAL-MONTHDEEp DIvEA loer Dee Die ca last seeral weeks to seeral

mots. Tis mode o se eables a deeer, more aced

derstadi ad teoriatio o a comle callee

or roblem. Wit a loer time rame, more locatios ca

be eamied ad more stakeolders i te ale cai

ca become articiats i te rocess.

Use when you:

need to desi robst soltios becase te ds

or imlemetatio are aailable.

hae te resorces to allocate o tiki tro

a mlti-aceted callee.

need to eae may actors i te rocess, sc

as arters, ale cai stakeolders, ders, etc.

pull Out and Use:

All sectios o te Toolkit, allowi te atre o te

Callee to dictate te aroriate timerames

or eac pase.

TIp

We yo ae more time or a Dee Die, it may

be temti to sed te ast majority o time doi

more researc. pay attetio ad otice we yo

are itti decreasi retrs ad sto te researc

we yo are leari little ew iormatio. Remember

i te early staes, yo are doi researc to derstad

te roblem ad isire te team. Tere will be time

to alidate later.

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Itrodctio

Scearios o use


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SCENARIO 3:ACTIvATING ALREADy-EXISTINGKNOwLEDGEOte oraiatios ae a reat deal o researc ad

already-eisti iormatio bt are able to traslate all

tat iormatio ito actioable soltios. I tis case, te

rocesses otlied i Create ad Delier ca el yor team

trasorm wat yo kow ito tis yo ca start doi.

Use when you:

hae a lot o data ad yo dot qite kow

wat to do wit it.

hae bee eari iteresti stories rom te eldsta ad wat to see i tose stories ca yield ew

oortities or soltios.

hae a robst researc metodoloy tat yo

like better ta te oe i tis toolkit.

pull Out and Use:

Create

Delier

TIp

Ee i yo ae te iormatio catred i a

dieret orm (i Word docmets, or eamle),

take te time to traslate tat iormatio tro

te Story Sari metods otlied i te rst

art o te Create booklet.

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Itrodctio

Scearios o use


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SCENARIO 4:

COMpLEMENTING EXISTINGLONG-TERM ACTIvITIESMay hCD metods are alicable at dieret times to

te callees yor oraiatio will ace i Tecoloy

Adatatio, Moitori & Ealatio, etc. We oe tat yo

will d some o te teciqes sel i isi te sirit

o ioatio i yor day-to-day actiities, ee we tere

is o elicit Desi Callee at ad. pick ad coose yor

metods as yo wis to el comlemet yor daily work.

Use when you:

Wat a ew teciqe to add to yor work roties.

See a metod i tis toolkit tat yo d alicableto te daily callees yo ace.

Cat set aside te resorces or a hCD roject,

bt wat to ise te sirit o hma-Cetered Desi

i yor eeryday work.

pull Out and Use:

Ay ieces o yor coosi.

TIp

For eamle, i yore worki o adati a eisti

tecoloy ad ae already-eisti iormatio abot

te cotet yo wat to adat to, se Stes 3, 4, 5,ad 6 i te Create book to ide yo tro seeral

iteratios o oortity ideticatio, braistormi,

rototyi, ad ser eedback.

O te oter ad, i yo are looki or el i ateri

data or M&E reorti, se te eercises i te Field

gide to slemet yor crret actiities.

18 H C D

Itrodctio

Scearios o use


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IOSFSE

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HEAR


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IMpROvIng ACCESS TO ECOnOMIC RESOuRCES, MOngOLIA


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EngAgIng COMMunITIES In DESIgn, RWAnDA


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Desii meail ad ioatie soltios tat

sere yor costitets beis wit derstadi

teir eeds, oes ad asiratios or te tre.

Te hear booklet will eqi te team wit metodoloies

ad tis or eai eole i teir ow cotets i

order to derstad te isses at a dee leel.

HEAR:GOALS

goals o tis book are to ide:

wHO TO TALK TO

HOw TO GAIN EMpATHy

HOw TO CApTURE STORIES


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Great technique for gettingfarmers to tell stories.

IDE zAMbIA


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At te ed o te hear sectio, reare to o to te eld

by comleti tese workseets rom te Field gide:

Recriti pla

Researc ScedleIdetity, power & politics

gro Iteriew gide

Idiidal Iteriew gide

HEAR:OUTpUTS

Otts o te hear pase are:

pEOpLES STORIES

ObSERvATIONS OF CONSTITUENTS REALITy

DEEpER UNDERSTANDING OFNEEDS, bARRIERS, & CONSTRAINTS


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Qualitative research methods enable

the design team to develop deep

empathy or people they are designing

or, to question assumptions, and toinspire new solutions. At the early stages

o the process, research is generative

used to inspire imagination and inorm

intuition about new opportunities and

ideas. In later phases, these methodscan be evaluativeused to learn quickly

about peoples response to ideas

and proposed solutions.


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H DC

what ill qualitatie research

methods do?

Qalitatie metods ca coer deely-

eld eeds, desires, ad asiratios. It is

articlarly sel i early-stae researc

to test assmtios abot te world,

ad we we caot assme tat te

researcers already kow te etire

ierse o ossible aswers, belies,

ad ideas o te articiats.

Qualitatie methods canhel uneil eoles social,olitical, economic, andcultural oortunities andarriers in their on ords.

Qalitatie researc ca also be owerl

or aalyi ad mai te relatioal

dyamics betwee eole, laces, objects,

ad istittios. Tis is ossible becase

eomea i te social world ted to be

iterally related (tat is, tey are mtally-

deedet ad co-costitted).

By eamii te etreme eds o a set o

eomea i det, te etire ierse

o relatiosis ca be illmiated sice

oter istaces will all somewere o te

ma o relatios ad liks. Oce a set o

relatiosis are idetied, tey ca be

iterroated si iterretie metods or

rter reed or qatitatie testi.

what ill qualitatie research

methods not do?

Qalitatie metods will ot determie

aerae beaiors/attitdes or aswer

qestios sc as: Are eole i x

reio more likely to do tis ta i

Y reio? Tis is becase qalitatie

metods do ot coer a samle lare

eo to be statistically siicat.

Dee understanding,

not road coerage,is the strength ofqualitatie research.

I later ases o te desi rocess,

qatitatie researc becomes a ood

comlemet to derstad, or eamle,

te otetial adotio o a ew soltio

or to derstad ow te eect o

soltios will ary rom reio to reio.

HEAR:THEORy


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34 H C D

hear

Idetiy A

Desi Callee

IDENTIFy ADESIGN CHALLENGE

Te odatio o hCD is a cocise Desi Callee. Tis callee will

ide te qestios yo will ask i te eld researc ad te oortities ad

soltios yo will deelo later i te rocess. A Desi Callee is rased

i a ma-cetered way wit a sese o ossibility. For eamle: Create sais

ad iestmet rodcts tat are aroriate or eole lii i rral areas.

TIp

#1

TIp

#2

Te Desi Callee ca be decided by oraiatioal

leadersi or ca be deeloed tro a team-based

aroac. I eiter case, bei by idetiyi callees

eole are aci or sriboard o oortities te

oraiatio is iterested i elori. narrow tis list

dow to oe secic desi callee.

A good Design Challenge should e:

Framed i ma terms (rater ta tecoloy,

rodct, or serice ctioality)

Broad eo to allow yo to discoer te areas

o eected ale

narrow eo to make te toic maaeable

Facilitator Notes

Ste 1: Work wit

leadersi to idetiy

a list o criteria or te

callee. (i.e. Does

it eed to t ito a

certai timerame?

Does it eed to ae

a eoraical or

toical ocs? Does

it eed to t ito

a eisti iitiatie?

Does it eed to elore

ew oortities?)

Ste 2: Wit

leadersi, te

desi team, ad/or

costitets, make a

list o te callees

yo are aci.

Ste 3: Re-rame

tose callees

rom te costitets

oit o iew ad

broader cotet.

Ste 4: vote or select

te to two or tree

callees based o

yor criteria.

Ste 5: narrow to oe

callee wit it

rom key stakeolders.

Ste 6: Write a

sccict, oe setece

Desi Callee to

ide te desi team.

Time:

1-1.5 hors

Difficult:


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IGNHALNGEwATCHOUT

TRy

Te callee yo coose may be related to adotio

o ew tecoloies, beaiors, medicies, rodcts,

or serices. Tis mit lead to rami a desi callee

tat is oraiatio-ocsed, sc as how ca we et

eole i illaes to adot sais accots? Istead,

to act as a sriboard or ioatio, te callee

sold be re-ramed i a more ma-cetered way,

sc as how ca we create a acial saety et

or eole i illaes?

Start te desi callee wit a actio erb sc as

Create, Deie, Adat, etc. Or rase te callee

as a qestio starti wit: how ca...?

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TEAM-bASED DESIGNCHALLENGE DEFINITIONIn Ethiopia, IDE dened the design challenge through a series o dierent

steps. First a small core team the country director and IDE corporate

sta determined a set o criteria and short list o important challenges.

Armed with this inormation, the country director and design team

developed a set o criteria or the design challenge. This criteria was:

Limited enough to complete the challenge in 3-4 days

Focused on armer needs

Broad enough to discover what is desirable to armers

Next, the team listed all the challenges they wanted to pursue.

The country director then gave the team some inormation about the

conversation among the core team which helped to ocus the choices.

Reerring back to the criteria the team developed, the challenges were

narrowed through a democratic vote. The top three were:

What can we oer armers who dont have enough rainwater access?

What are the best ways to communicate IDE oerings to armers?

What makes armers say yes?

The team discussed the possibilities and decided that the second and

third were actually closely related. So the team re-phrased the Design

Challenge to become: Dene the appropriate approach or reaching

a larger number o smallholder armers with IDE oerings.

Ater more discssio ad a al ote, tis callee was selected.

CASESTUDy

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IzENOEDG

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H DC

hear

Recoie Eisti

Kowlede

TRy

Caces are ood tat yo already ae some kowlede abot te toic.

Codcti a Wat Do We Kow? sessio els call ort eisti kowlederelated to te Desi Callee. Oce docmeted, yo ca reely ocs o

discoeri wat yo dot yet kow.

RECOGNIzE EXISTINGKNOwLEDGE

First, o post-Its, write dow wat yo already kow

abot te Desi Callee, icldi:

Wat eole eed or wat

Wat tecoloies ca el i tis callee

Wat soltios or ideas are bei tried i oter areas

Ay early yoteses abot ow to sole te

Desi Callee

Are tere ay cotradictios or tesios tat emere?

Were is te teams kowlede te stroest: o te

eeds o eole, o te tecoloical ossibilities, or i

ow to imlemet ideas?

net, write dow wat yo dot kow bt eed to lear

abot te area o iestiatio, sc as:

Wat costitets do, tik, or eel

how eole ale oeris

Wat costitets tre eeds may be

Callees to imlemetatio o ideas

Were are te biest eeds or researc?

how sold te recriti stratey be tailored?

Wic cateories mit strctre te discssio ide?

Facilitator Notes

Ste 1: post te desi

callee so tat te

team ca see it.

Ste 2: had ot

ost-it otes to te

desi team, ad ask

tem to write wat

tey already kow

abot te toic.

hae oe iece o

iormatio er

ost-it ote.

Ste 3: Ask eac

erso to read teir

otes, ad ost tem

der te desi

callee. Ask

oters to disaree

or callee ay

o te assmtios

tat come ot.

Ste 4: Ask te team

to write dow o

ost-it otes wat

tey dot kow

abot te callee

ad read teir otes.

post tese otes i

a dieret area.

Ste 5: gro te

ost-it otes ito

temes to el te

team deelo researc

metods, a recriti

la, ad te

iteriew ide.

Time:

30-60 mis.

Difficult:


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Identify People

to Speak With

Recriti aroriate ad isiratioal articiats is critical. Attetio to eder,

eticity, ad class balace is crcial or researc.

For researc meat to isire ew oortities, it is sel to d eole wo

rereset etremes. Etreme articiats el to eart articlated beaiors,

desires, ad eeds o te rest o te olatio, bt are easier to obsere ad

idetiy becase tey eel te eects more owerlly ta oters. By icldi

bot eds o yor sectrm as well as some eole i te middle, te ll rae

o beaiors, belies, ad ersecties will be eard ee wit a small mber o

articiats. Icldi tis ll rae will be imortat i te later ases, esecially

i costrcti ood rameworks ad roidi isiratio or braistormi.

IDENTIFy pEOpLETO SpEAK wITH

GENDER

wATCH

OUT

Some commities may be resistat to male ngO sta

iteriewi wome. Make sre emale sta el recrit

& iteriew wome.

gro sessios are a reat sriboard to idetiy

articiats or te idiidal iteriews. howeer,

commities ote wat to sowcase oly te

most sccessl costitets or male commity

members to ngOs.

Facilitator Notes

Ste 1: Deelo

te sectrm alo

wic to recrit.

geerate seeral

otios (i.e. hi

icome to low icome,

early adoter to risk

aerse, lare ladolder

to ladless). Idiidallyor collectiely arrow

to oe or two releat

sectrms to make sre

etremes are coered

i te researc.

Ste 2: Idetiy te

releat locatios to

recrit articiats.

Ask stakeolders to

list ood areas or tis

researc. pick 2-5 eld

sites tat ary rom oe

aoter (i.e. a dry ad

a wet site or a site i a

cetral district ad oe

more remote).

Ste 3: Select

aroriate commity

cotacts to el

arrae commity

meetis ad idiidal

iteriews. Make sre

commity cotacts

iclde me & wome.

Time:

30-60 mis.

Difficult:


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Identify People

to Speak With

TIp

#2

Reer to te Field gide to el

ide yor recriti.

Oe-tird o articiats mit be ideal costitets:

tose wo are sccessl, adot ew tecoloies

qickly, ad/or eibit desirable beaiors.

Oe-tird o articiats sold be o te oosite

etreme: tose wo are ery oor, resistat to ew

tecoloies, ad/or eibit roblematic beaiors.

Oe-tird o articiats sold be somewere i

betwee: tose wo te researcers beliee rereset

more aerae eole.

To satisy te ecoomic sectrm rom te more

well o to te ery oor, yo mit ask:

Ca yo itrodce me to a amily wo caot

aord to sed teir cildre to scool?

Wo as ot bee able to aord maiteace

or reairs to teir ome?

Wo as eerieced a recet setback

(medical roblems, bad arest, etc)?

TIp

#1


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Coose Researc Metods

Metod: Idiidal Iteriew

Desi researc is sel to ot oly derstad idiidals bt also

rame idiidal beaiors i te cotet ad commity tat srrods

tem. Tereore, it will be imortat to emloy may metods o researc.

I additio to te metods described i tis book, secodary sorces

ad qatitatie data ca be slemeted to derstad icome or

asset ariaces across dieret reios. Fie metods described ere are:

Idiidal Iteriew

gro Iteriew

I Cotet Immersio

Sel-Docmetatio

Commity-Drie Discoery

Eert Iteriews

Seeki Isiratio i new places

CHOOSE RESEARCH METHODS

METHOD:INDIvIDUAL INTERvIEwIdiidal iteriews are critical to most desi researc,

sice tey eable a dee ad ric iew ito te beaiors,

reasoi, ad lies o eole. I ossible, arrae to

meet te articiat at is/er ome or worklace, so yo

ca see tem i cotet. I-cotet iteriews ie te

articiat reater ease ad allow yo to see te objects,

saces, ad eole tat tey talk abot dri te iteriew.

wATCH

OUT

If there are many people on the research team, no more

than three people should attend any single interview

so as to not overwhelm the participant and/or create

difficulty in accommodating a large group inside the

participants home.

Reer to Ste 5: Deelo a Iteriew Aroac to

create a set o qestios or yor idiidal iteriews.

Facilitator Notes

Ste 1: Ater yor

team as writte

te Iteriew

gide (see Field

gide), ractice te

idiidal iteriew

by arteri i

teams o two. Oe

erso lays te

role o te iteriewer

ad te oter te

iteriewee. Ask te

teams to o tro

a ractice iteriew

wit teir arter.

Ste 2: Ask te team

wat tey leared

tro tis eercise.

Are tere ay toics

or qestios tat

are missi?

Time:

60-90 mis.

Difficult:


54/199

The interview should be conducted without an audience,

since the presence of neighbors, friends, or others can

sway what the person says or what they are able to

reveal. Privacy can often be difficult to create, however.

One tactic to accomplish privacy is to have one person

on the research team pull the audience aside and engage

them in a parallel conversation in a place where the

primary interview cannot be heard.

TIp

#1

TIp

#2

Assign the folloing roles so that each erson

has a clear urose isile to the articiant:

oe erso to lead te iteriew

a ote taker

a otoraer

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Metod: gro Iteriew

METHOD:

GROUp INTERvIEwGroup-based interviews can be a valuable way to learn

about a community quickly. Group interviews can be

good for learning about community life and dynamics,

understanding general community issues, and giving

everyone in a community the chance to voice their views.

gro iteriews are ot ood or aii a dee

derstadi o idiidal icome streams, coeri

wat eole really tik, or derstadi ow to cae

commoly-eld belies or beaiors.

TIp

#1

Guidelines for grou meetings:

Sie: 7-10 eole rom dierse ecoomic backrods

place: Meet o etral rod i a sared commity

sace tat all eole ae access to (reardless o ae,

eder, stats, race).

geder: Mied or same-se ros deedi o

te cstoms i tat commity (i me ad wome

sold meet searately, two acilitators ca r te

ros i arallel).

Ae: Mied ros o arets ad tees/cildre,deedi o te toic ad local cotet.

Are te iewoits o me ad wome eqally

aled i tis commity? I ot, it may make sese

to ae two meetis, oe wit wome oly ad oe

wit me oly.

Are olitical eayweits (sc as cies, local

admiistrators, etc) reset? I so, teir oiios

may amer te ability o oters to seak reely.

Does te commity iew yo as a sorce o ds,

its, or carity? I so, teir iteractios may be

ieced by te desire to access otetial beets;

it may be ell to reare a itrodctio tat

makes te rose o te iteriew clear ad state

tat oti will be ie away.

wATCH

OUT

Facilitator Notes

Ste 1: Ater te team

deelos a gro

Iteriew gide(see Ste 4), ae

te team arter i

ros o two or a

ractice iteriew. Ask

te iteriewers to

deelo a aroac

or icldi wome

ad qieter members

o te ro. Ask

tem also to deelo

strateies or aski

eole wo may

be domiati

te coersatio

to allow oter

eole to aswer.

Ste 2: hae te team

sare best ractices

or icldi qieter

members o te ro

ad redirecti te

coersatio away

rom eole wo

are domiati

te coersatio.

Time:

1.5-2 hors

Difficult:


56/199

TIp

#2

ngOs ca sometimes itetioally sed a messae

o searateess by weari braded ngO cloti

ad creati satial distace betwee temseles

ad te articiats. Its imortat to lesse tese

barriers ad to disrt commo ierarcical ercetios

o beeactor/researcer ad reciiet/articiat.

here are some tis:

Sit at te same eit leel as te articiats

I tere is more ta oe researcer, dot sit

toeter; staer yorseles troot te ro

Try ot to wear oraiatio-braded cloti tat

siies yor stats as beeactor or researcer

Emlate te same stats o cloti as articiats

(ote: tis does ot mea weari te traditioal

dress o te costitet commity i tis is ot

yor ow eritae)

Reer to Ste 5 : Deelo a Iteriew Aroac

to idetiy qestios or te ro.

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Metod: I-cotet Immersio

METHOD:IN CONTEXT IMMERSIONMeeting people where they live, work, and socialize and

immersing yourself in their context reveals new insights

and unexpected opportunities.

Human-Centered Design works best when the designers

understand the people they are designing for not just on an

intellectual level, but also on an experiential level. Try to do

what your constituents do and talk to them about their

experience of life in the moment.

GENDER

O a roject i rral Idia, eole said tat cltral

traditio reeted wome rom toci me wo

are ot immediate amily members. howeer, by

sedi seeral days i a illae, te team obsered

tat tere were may istaces i wic traied or

iormed wome doi secic jobs were able to

toc me witot ay serios roblems. Tese as

betwee wat eole say ad wat tey do are ot bad.

I act, seei tese diereces may ilit ew

oortities; or eamle, desii a ew medical

serice tat cold be roided by iormed wome.

TRy

#1

TRy

#2

work Alongside

Sed a ew ors to a ew days worki wit someoe.

By eerieci te bsiess ad actiity rstad, yo

may ai better derstadi o teir eeds, barriers,

ad costraits.

Famil Homesta

Ask a amily to ost 1-2 team members or a ew its

i teir ome. Stayi or a ew its allows te amily

to ai comort ad act atrally. Ater te secod it,

ery ew eole ca maitai a sow or ests, ad

te derstadi ad ematy te team will ai will

icrease te loer yo stay i oe lace.

Facilitator Notes

Ste 1: To la a

omestay, idetiy

eole willi to

ost a researcer or

oe-to-tree its

i teir ome.

Deedi o local

cstoms, leel o

saety, ad laae

barriers, team

members ca stay i

omes idiidally or

arter i ros

o two to tree eole.

Ste 2: Make sre te

team derstads

tat te oal o tis

eercise is to see

ow articiats lieday-to-day. Adise

yor team ot to

bri elaborate its,

ood, or alcool to

te omestay.

howeer, a small

it o ordiary

oseold slies

or el wit ormal

amily eeses is

erectly e.

Ste 3: Tell team

members to

articiate wit

te amily i teir

ormal roties.

Ask te team to

sed time wit

ad talk to te me,

wome, ad cildre

i te oseold. Its

imortat to see

ow te oseold

works rom all tese

dieret ersecties.

Time:

2-4 Days

Difficult:


58/199

ONEXTMME

what eole sa (and think) the do and hat the

actuall do are not alas the same thing.

Wit o itet to mislead yo, eole ote ae stro

belies abot wat tey do o a daily basis tat diers

rom wat tey actally do. Te oal is ot to correct or

oit ot te misercetio, bt rater to derstad

te dierece.

TIp

#1

TIp

#2

TIp

#3

putting ourself in someones shoes enales

ou to get eond hat eole sa to hat

the think and feel.

Bei i-cotet meas aii tre ematy tro

bei wit eole i teir real settis ad doi te

tis tey ormally do. Tis kid o dee immersio

ies s Iormed Ititio tat we take back wit s

to desi soltios. We bei to take o te ersectie

o te iteriew articiat wic eables s to make

desi decisios wit teir ersectie i mid.O corse, we always o back ito te eld ad et

eedback rom te sorce to see i or Iormed

Ititio led s to te rit coices, ad ow we

ca imroe tem.

Dee immersion shos commitment and staing oer.

For eamle, worki wit a erso or a day i is or er

eld, lii wit a amily or a ew days or eli tem

bri teir rodcts to market are ways o sowi yor

dee iterest i te day-to-day lies o yor articiats.

Trst is bilt oer time ad eole eel at ease sari

teir las ad oes or te tre. May ngOs ai

tis det o coectio oer may mots o relatiosi

bildi. Some teciqes like te oerit stay described

i te case stdy o te et ae ca accelerate tis

trst bildi.

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OvERNIGHTSTAy IN THE FIELDOn a project to increase small holder armer income or IDE

Ethiopia, the design team stayed overnight in Arsi Negelle,

Ethiopia, where they plowed the amilys elds the next morning.

The overnight enabled the team to get beyond the common

stories people tell to NGOs and learn about one armers most

intimate plans or the uture.

They visited a armer named Roba the rst evening and

once again the next day.

When they rst met Roba, he portrayed an overall sense o

hopelessness. He described things that happened TO him, in

particular the governments recent land redistribution. Some

armers received land in the irrigated area near the lake.

Some did not. He was in the latter group.

The next day, he was shocked to discover that the team was

still there. His demeanor had changed completely. He knew

the team was committed. This time, he shared that in act he

did have a plan or pulling his amily out o poverty. I he could

secure a $200 USD loan, he would rst buy an ox so he wouldnt

have to trade two days o his own labor to borrow a neighbors.

Then hed rent a piece o land in the irrigated territory and

purchase improved seed. He no longer viewed the team as a

wealthy NGO who was there to provide a ree git, but rather

a partner in how he could take command o his own uture.

CASESTUDy

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Metod: Sel-docmetatio

METHOD:SELF-DOCUMENTATIONSelf-Documentation is a powerful method for observing

processes over a long period of time, or for understanding

the nuances of community life when the researcher cant be

there. Records of experiences, such as journal entries, allow

the team to see how participants see their life, community,

and relationships.

GENDER

Be sesitie to wo as access to wat i a commity.

It is imortat to recrit bot me ad wome i tis

eercise to ae a balace o ersecties. Also be

sesitie to class, ae, ad oter actors tat will aect

te iormatio eole are able to collect ad record.

TRy

Recrit seeral eole ad ie tem cameras, ideo

cameras, oice recorders or jorals, wit istrctios.

Ask tem to docmet teir eerieces oer a ew

days or weeks. gie articiats istrctios desied

to ide tem o ow to easily record actiities tat

will yield releat iormatio to te researc roject.

Te easier it is to sel-docmet, te more likely it is

tat articiats will comlete te eercise.

TIp

#1

TIp

#2

Ote teeaers ad yo eole are ood articiats

i sel-docmetary eercises. Yo eole ted to

wat to eress temseles i ew ways, ad ca d

te rocess o docmeti teir lies ad tecommity less itimidati ta older adlts.

Yo may d tat yor articiats eed a little el

ractici te teciqes or sel-docmetatio. I tis is

te case, sow some eamles o ow oter eole ae

doe sel-docmetatio, or sed a ew ors wit te

articiat to sow tem ow to catre iormatio.

Facilitator Notes

Ste 1: Decide wat

yo wold like eole

to docmet -- teir

eelis, actiities,amily lie, icome,

or beaiors. Based

o tis, decide wat

te best mode or

collectio o te

iormatio mit be:

otoras, diaries,

oice recordis, etc.

Ste 2: gie

articiats te tools

ad istrctios to

docmet temseles

or seeral days.

Ste 3: We

yo retr to te

articiats, reiew

te materials toeter.

Remember to ask

tem ot jst wat te

tis are tat tey

docmeted, bt also

wy tey cose tese

details ad ow tey

elt abot te items.

Time:

2-30 Days

Difficult:


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Metod: Commity-drie

Discoery

METHOD:COMMUNITy-DRIvENDISCOvERyIn most cases, the real experts on a certain topic and those

with the most insight for the Design Challenge are the people

in the community or end customers. Consider recruitingmembers of the community to be the primary researchers,

translators, designers and/or key informants for the project.

Community members with strong relationships, respected

leaders, or people with a reputation for intelligence and

fairness are often good people to identify as research

partners. By asking people in the community to lead the

research, the other participants may be able to express

their concerns more openly and honestly. In addition,

through their intimate knowledge of the community, these

research partners can help interpret the hidden meaning

and motivations behind the statements of other participants.

TRy

Fid eole i te commity wo are articlarly

ioatie or wo ae bee doi tis ot o te

ordiary i order to aciee sccess. how mit yo

arter wit tese idiidals to isire ew soltios?

Wat ca be leared by leerai teir ioatios

ad kowlede?

wATCH

OUT

Commity olitics ca sometimes trasorm a researc

roject ito a commity battle or access to te resorces

o te researcer ad/or ngO. Ee we tese resorces

are ot real, te ercetio o aoritism ca be damai.

Beore starti a roject tilii commity-drie

discoery, it is imortat to derstad te releat

dyamics ad ower relatiosis.

Facilitator Notes

Ste 1: Idetiy a

ew eole i te

commity tat will be

ood members to ae

o te desi team.

Try to esre tat

tese idiidals are

trsted ad resected

members o te

commity, tat tey

are air ad biased,ad ae o ersoal

stake i te reslts o

te desi soltios.

Ste 2: Decide ow

yo will comesate

tese idiidals.

Sometimes it will be

aroriate to ay

tem a salary based o

wat oter members

o te desi team are

etti aid, wile i

oter sitatios, o-

moetary its are

more aroriate.

I yo are certai,

seek adice.

Ste 3: Iterate tese

desi team members

at eery oit i te

roject, ali teir

kowlede o te

commity dyamics

ad eeds.

Time:

2-4 Days

Difficult:


65/199

T INERIEw

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Metod: Eert Iteriews

METHOD:EXpERT INTERvIEwSExperts can be called upon to provide in-depth and technical

information. Reaching out to experts is particularly useful

in cases where the team needs to learn a large amount of

information in a short period of time, and/or where others

have already done a lot of research on a topic.

Some examples of good times to call upon expert

interviews are:

To learn about the history of a particular community

or topic

To understand the regulations that might affect

design and implementation of solutions

To gather information about new technologies that

have been recently invented or that are on the horizon

wATCH

OUT

Eert iteriews are ot a sbstitte or rimary

researc wit articiats ad commities. Ote

eerts oerstate teir eertise or deelo teir

ow assmtios ad biases tat ca stie ioatio.

Remember tat te real eerts are te eole

yore desii or. Dot ask eerts or soltios

or take teir ideas as te al soltio.

TIp

#1

TIp

#2

I ossible, iteriew eerts wit dieret oits

o iew o a toic i order to balace ot biases.

Facilitator Notes

Ste 1: Idetiy teareas or toics tat

yo wold like to talk

to eerts abot.

Ste 2: Fid ad

recrit tese eerts

by telli tem abot

yor roject ad te

iteded let o

time yo will seak

wit tem. Try to

seak wit eole

wo ae dieret

oiios o te toics

to callee te team

to tik i ew ways.

Ste 3: Retr to

some o tese eerts

dri te Feedback

ortio o te roject

-- eerts ca be ee

more ell we

tere is someti

taible or tem to

resod to.

Time:

1.5-3 ors

Difficult:


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Metod: Seek Isiratio

i new places

METHOD:SEEK INSpIRATIONIN NEw pLACESOe o te best ways to isire ew ideas is to look at

similar eerieces i oter cotets, istead o ocsi

too arrowly o te researc toic. Te simle act o

looki at dieret cotets ca bri to mid ew isits.

For eamle a sreo ca et isits abot oraii

teir medical slies by isiti a ardware store, a airlie

emloyer mit et ideas abot ceck-i by obseri a

otel rot desk or a water-j creator cold obsere oter

ways idiidals trasort eay objects or liqids.

TRy

#1

TRy

#2

To idetiy isiratioal settis, list all te distict

actiities or emotios tat make te eeriece

yo are researci. For eamle, a doctors isit mit

iclde te ollowi actiities ad eelis: etti

sick, discssi a doctor isit wit amily, trael, ayi,

ad ollowi doctor istrctios sc as taki

medicatio or cai beaior. Fid oter sitatios

tat iclde some or all o tese actiities ad te o

ad obsere tem.

Tis metod is most sel we yo ae already

doe some researc, ad eed to reres yor tiki.

Facilitator Notes

Ste 1: Tik abot

all te actiities,

eelis, ad beaiors

tat make te

eeriece o yor

callee. Ask

te team to list

tese toeter.

Ste 2: net to eac

actiity, eeli, or

beaior, write dow

a ew oter areas or

sitatios were tiseists. For eamle,

i te actiity is se

a deice at te same

time eery day, oter

sitatios mit be

ow eole se

alarm clocks, wells,

or mobile oes.

Ste 3: hae te team

ote o te sitatios

tat tey wold like to

obsere or isiratio

ad arrae or a

obseratio.

Ste 4: Dri te

obseratio, ae te

team take ictres

ad otes o te

eeriece. Toeter,

debrie o wat tis

eeriece was like

ad wat tey ca

aly to te

desi callee.

Time:

20-60 mis.

Difficult:


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Deelo a

Iteriew Aroac

Metod: Iteriew gide

Iteriewi is a art tat balaces te dal eeds o etti releat

iormatio rom te cstomer ad eai wit tem as a crios ad

ematetic ried. Itetioally deeloi yor stratey or iteriewi is

key to maai tis balace. here we iclde tree iteriew metods tat

may el yo to deelo te iteriew aroac rit or yo:

Iteriew gide

Sacricial Cocets

Iteriew Teciqes

METHOD:INTERvIEw GUIDETe semi-strctred iteriew is a key metod o eabli

dialoe ad dee eaemet wit articiats wile

retaii ocs o a articlar toic. Totl strctri o

te iteriew qestios will take te articiat o a metal

jorey rom te secic to te asiratioal to te taible.

DEvELOp AN INTERvIEw AppROACH

TIp

#1

OpEN SpECIFIC

Warm te articiat wit qestios tey are

comortable wit.

1. hoseold demoraics

2. Wo does wat i te oseold?

3. Stories o recet ast

GO bROAD

promt bier, ee asiratioal, tiki tat

tey may ot be accstomed to o a daily basis.

4. Asiratios or te tre

5. System-based qestios

pRObE DEEp

Di deeer o te callee at ad & romt

wit wat i scearios.

6. Icome sorces

7. Qestios secic to ioatio callee

8. Sacricial Cocets

Facilitator Notes

Ste 1: geerate a list

o toics related to

yor desi callee

to coer i eld

researc.

Ste 2: Sort te toics

based o wat are te

mai cateories ad

sb-cateories.

Ste 3: Idetiy i

ay toics are

secic to male or

emale actiities.

Ste 4: Break ito

ros o two. Take

eac mai cateory

ad assi a ro

to eerate a list o

qestios to ask i

te eld based o

te toics listed i

te mai cateory.

Ste 5: hae eac

ro reset teir

qestios to te larer

team ad add ay

additioal qestios

tat may be missi.

Time:

1-2 hors

Difficult:


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TRy

#1

TRy

#2

TRy

#3

Bei by braistormi te toical areas yod

like to coer dri te iteriews, like

sorces o lieliood

sorces o iormatio

aci models

Create yor ow i yor Iteriew gide at te back

o yor Field gide based o te eamle o te

oosite ae.

use ost-its to catre qestios tat resod

to tese toics. For sorces o iormatio,

oe mit ask:

We yo ae a setback i yor lie,

wo do yo o to or adice?

hae yo eard abot ew ways o doi tis i

te ast year? how ae yo eard abot tem?

Moe te ost-its arod to sort te qestios

ito a loical ow based o te seqeci o

START SpECIFIC, gO BROAD te pROBE DEEp.

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Deelo a

Iteriew Aroac

Metod: Sacricial Cocets

METHOD:SACRIFICIAL CONCEpTSSceario-based qestios or Sacricial Cocets ca el

make yotetical or abstract qestios more accessible.

A sacricial cocet is a idea or soltio created to el

derstad te isse rter. It is a cocet tat doest

ae to be easible, iable, or ossible sice its oly rose

is deeer derstadi. A ood sacricial cocet

sarks a coersatio, romts a articiat to be more

secic i teir stories, ad els ceck ad callee yor

assmtios.

TRy

#1

Make a question less astract creating

a Sacrificial Concet:

Istead o aski: how mc wold yo ay to

redce te risk o rcasi ew tecoloy?

Describe two scearios or te articiat to

coose rom: I yo ad a coice betwee two ew

tecoloies tat cold imroe yor arm ott.

Te rst tecoloy costs 1,000 ad comes wit o

aratee. Te secod costs 1,500 ad comes wit

a aratee tat by te secod arest, yor arm

ott will doble or else we will come back, take

te tecoloy away, ad ie yo back yor 1,500.

Wic otio wold yo reer? Discss wy.

TIp

Abstract cocets difclt to aswer or may

eole iclde:

Qestios abot risk, israce, ad aratees

Qestios abot trade-os

Qestios abot retr o iestmet

Qestios abot tre beaior

Facilitator Notes

Ste 1: Based o

yor Desi Callee,

idetiy a abstractqestio yo wold

like to kow te

aswer to. pose te

abstract qestio to

yor arter, ad

ote te resose.

Ste 2: now tr te

abstract qestio ito

a cocrete sceario

wit two otios.

pose yor sceario-

based qestio

to yor arter.

Ste 3: now cae

a ew o te ariables

i yor sceario

ad ose te

qestio aai.

Wat kids o

iormatio did

yo lear rom

te dieret ways

o qestioi?

Time:

30-60 mis.

Difficult:


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RIICIAON

TRy

#2

TRy

#3

TRy

#4

Ask a erso to comare yor cocet to te way tey

crretly do tis. Yo mit also create two cocetstat cotrast wit eac oter or are oosites. peole

ae a easier time reacti to cocets i tey ae

someti to comare it to.

A sacricial cocet mit be a sceario told erbally

or sow i ictres or drawis. It mit be a object

tat te erso ca adle. It mit be a eeriece

tat a articiat ca try.

Look at yor desi callee ad yor bi

qestios. Wat toics do yo wat to elore

deely? Create a sacricial cocet to el yo

romt te rit coersatio.

H DC


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CASESTUDy

MOCK SHOpSIN RURAL GHANA

For a project on developing consumer goods ranchises in Ghana,the IDEO team set up a Mock Shop in villages in order to understand

how people make purchase decisions. The mock shop eatured

personal-care products rom local and international brands at a range

o price points.

In the shop, the team was able to observe peoples decision-making

processes in action. They saw how long a person stayed, observed

the browsing process, heard common questions, and saw customers

processes or accessing the money needed to make a purchase.

Ater a participant looked through the shop and decided what to buy

(or not to buy anything), the team asked ollow-up questions about

their decision. Why had they chosen to buy an item or not when

looking at a product? What were they considering when looking

at product X or Y? What was the key to deciding it was the right

product? Who were they buying it or? What questions did they have

about amiliar products or brands compared to unamiliar ones?

Having a real shop taught the team how people elt, thought and

acted when making purchase decisions. It also helped the constituents

explain something abstract purchase decisions using a concrete,

recent example shopping at the Mock Shop.

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Deelo a Iteriew Aroac

Metod: Iteriew Teciqes

METHOD:INTERvIEw TECHNIQUESTro telli stories, ma beis reeal imortat isses

ad oortities i teir daily eerieces. Ote, wat

eole say tey do ad wat tey actally do are ot te

same ti. So it s imortat ot jst to rely o aski straitorward qestios i a iteriew. here are a ew teciqes or

collecti ric stories i a iteriew.

TRy

DISCUSS

Bei wit a simle eamle, like ow someoe ses a

mobile oe. parter ad ask yor arter to bei

wit a ShOW ME o ow tey etered te last cotact

ito teir address book. net moe o to te FIvE WhYS

teciqe wit yor arter. Ask tem to tell yo abot

te last cotact tey etered ito teir address book ad

te e cosectie Wy? qestios.

Comare ad cotrast te tye o iormatio yo

et rom te dieret teciqes. Let tis iorm yor

qestioi teciqes i te eld.

Facilitator Notes

Ste 1: hae te team

ractice by arteri i

ros o two. At least

oe erso (perso A)

i eac team sold

ae a mobile oe

wit tem.

Ste 2: Ask perso A

to simly elai to

teir arter (perso B)

ow tey eter a ew

cotact ito te oe.

Ste 3: hae perso B

se te Sow Me

teciqe wit perso A.

Ste 4: hae perso B

se te Fie Wys

teciqe wit perso A.

Ste 5: Ask te team

to come back toeter

ad ask, Wat kid o

iormatio did yo et

rom si Fie Wys?

Te ask, Wat kid o

iormatio did yo et

rom si Sow Me?

Time:

20-40 mis.

Difficult:


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H DC

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Deelo a Iteriew Aroac

Metod: Iteriew Teciqes

SHOw ME

If you are in the interviewees environment, ask him/her to show youthe things they interact with (objects, spaces, tools, etc). Capture

pictures and notes to jog your memory later. Or have them walk you

through the process.

DRAw IT

Ask articiats to isalie teir eeriece tro drawis ad

diarams. Tis ca be a ood way to debk assmtios ad reealow eole coceie o ad order teir actiities.

5 wHyS

Ask Wy? qestios i resose to e cosectie aswers. Tis

orces eole to eamie ad eress te derlyi reasos or

teir beaior ad attitdes.

THINK ALOUD

As tey erorm a rocess or eecte a secic task, ask articiats

to describe alod wat tey are tiki. Tis els coer sers

motiatios, cocers, ercetios, ad reasoi.


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Deelo Yor Midset

6

MINDSET:

bEGINNERS MINDBeiers Mid is critical we eteri a amiliar

eiromet witot carryi assmtios wit yo tat

are based o rior eeriece. Tis is ote ery ard to

do sice we iterret te world based o or eeriece

ad wat we tik we kow. Tis les o ersoal eeriece

ca iece wat we ocs o ad ca make s able to

see imortat isses.

DEvELOp yOUR MINDSET

Te eercises listed der tis ste are alable to t yo i te rit

rame o mid or researc. It is ote diiclt, bt ery imortat, or

eerts

ad roessioals to t aside wat tey kow we tey codct researc.

Keei a oe mid takes ractice. Te tree eercises ere ca roide

yo wit tis ractice beore yo o ito te ield:

Beiers Mid

Obsere s. Iterret

wATCH

OUT

Remid yorsel reqetly o te eed to aroac yorDesi Callee wit Beiers Mid, esecially we

yo are i te eld codcti researc.

TRy

here is oe eercise to lear ow to see te world

tro te eyes o a Beier. Look at te oto o

te oosite ae ad aswer te ollowi qestios:

Wat stads ot to yo? Wat is aei?

Wat ersoal eeriece did yo draw o

we yo looked at te ictre?

how cold yo look at te oto as a Beier,

witot maki assmtios abot wat is aei?

Wat qestios wold yo ask i yo kew

oti abot te cotet or actiity o te

eole i te oto?

Facilitator Notes

Ste 1: Ask te

desi team to look

at te oto ad

idetiy wat stads

ot to tem. note

we eole elai

beaiors based o

ersoal assmtios

(i.e. Te ma i te

wite lab coat seems

to be te maaer).

Ste 2: Ask wat ast

eeriece led to tis

elaatio.

Ste 3: use oosite

loic to qestio

te assmtio te

erso as made

(i.e. Woldt tose

weari lab coats

eed to be most

sterile ad tereore

worki closest wit

te maciery, ot

serisi?)

Ste 4: Ask ow teiterretatio wold

cae i a ew iece

o iormatio were

itrodced (i.e. Wat

i I were to tell yo tat

i tis lace wite is

te color tat serats

wear? how wold

yo iew tis scee

dieretly?).

Ste 5: Ask te desi

team wat tey ae

leared rom tis

eercise.

Ste 6: Stress te

imortace o oi

ito researc wit a

Beiers Mid ad

aski qestios tat

yo tik yo mit

already kow te

aswers to, becase

yo may be srrised

by te aswers.

Time:

20-40 mis.

Difficult:


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Deelo yor Midset

Midset: Obsere s. Iterret

MINDSET:ObSERvE vS. INTERpRETBildi ematy or te eole yo sere meas

derstadi teir beaior ad wat motiates tem.

uderstadi beaior eables s to idetiy ysical,

coitie, social ad/or cltral eeds tat we ca meet

tro te rodcts, serices ad eerieces we create.Tis eercise els s dieretiate betwee obseratio

ad iterretatio o wat we see, reeali or biases ad

leses tro wic we iew te world.

wHAT DO yOU SEE HAppE NING IN THIS IMAGE ?

Describe oly wat yo see, dot iterret yet.

TRy

use te oto o te oosite ae to ractice maki

te distictio betwee obseratios ad iterretatios.

wHAT IS THE REASON FOR THIS bEHAvIOR?

List e dieret ossible iterretatios tat mit elai

tis ersos beaior.

HOw wOULD yOU FIND OUT THE REAL ANSwER?

List e qestios yo cold ask er to determie

wic iterretatio is correct.

6

Facilitator Notes

Ste 1: Ask te team

Wat do yo see

aei i tis

imae? Liste or

resoses tat ae

bilt-i iterretatios

ad remid eole to

describe oly wat

tey see at tis oit.

Ste 2: Ask Wat

mit be te reasoor tis beaior?

ad ae te

team eerate at

least e dieret

iterretatios abot

wy tis mit be

aei.

I eole are stck,

trow ot a idea

like : Tis erso is

dislayi er clotes

to er eibors as

a si o wealt by

ai tem i a

blic sace.

Ste 3: Ask Wat

qestios wold yo

ask to d ot te real

aswer? ad make a

list o te qestios

tat wold el yor

team discoer te

rit iterretatio

or a obseratio.

Time:

20-40 mis.

Difficult:


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70Introduction


H DC


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DCH

Introduction


CREATE


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InCREASIng FARMER InCOME, CAMBODI


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AppROpRIATE hEARIng AID pROTOCOLS, InDIA


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DCH

To moe rom researc to real-world soltios, yo will

o tro a rocess o sytesis ad iterretatio.Tis reqires a mode o arrowi ad clli iormatio

ad traslati isits abot te reality o today ito a set

o oortities or te tre. Tis is te most abstract

art o te rocess, we te cocrete eeds o idiidals

are trasormed ito i-leel isits abot te larer

olatio ad system rameworks tat te team creates.

Wit deed oortities, te team will sit ito a

eeratie midset to braistorm dreds o soltiosad raidly make a ew o tem taible tro

rototyi. Dri tis ase, soltios are created

wit oly te cstomer Desirability lter i mid.

CREATE:GOALS

goals o te Create pase are:

MAKING SENSE OF DATA

IDENTIFyING pATTERNS

DEFINING OppORTUNITIES

CREATING SOLUTIONS


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A ne a to go eond

analsis, a a to create nesolutions ased on the oice

of the customer.

IDE vIETNAM


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DCH

At te ed o te Create ase, te team will aeeerated te ollowi:

OppORTUNITIES

SOLUTIONS

pROTOTypES

CREATE:OUTpUTSusi bot let-brai (loical) tiki ad rit-brai (creatie)

tiki, tis ase will traslate yor researc ito a set o

strateic directios ad taible soltios.


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There are our key activities in theCreate phase: synthesis, brainstorming,

prototyping, and eedback.


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DCH

CREATE:THEORySytesis is te act o maki

sese o wat wee see ad

eard dri te obseratios.

Snthesis takes usfrom insiration to ideas,from stories to strategicdirections.

By areati, editi ad

codesi wat wee leared,

sytesis eables s to establis

a ew ersectie ad idetiy

oortities or ioatio.

Braistormi wit rles like

Deer Jdmet ad Bild o

te Ideas o Oters is a roe

metod or comi wit

eected ioatios.

brainstorming makes usthink exansiel and

ithout constraints.Te ractice o eerati trly

imractical soltios ote sarks

ideas tat are releat ad reasoable.

It may reqire eerati 100 ideas

(may o wic are mediocre)

i order to come wit tree trly

isiratioal soltios.

prototyi is a metodoloy

or maki soltios taible i

a raid ad low-iestmet way.

Its a roe teciqe or qickly

leari ow to desi a oeri

rit ad or accelerati te rocess

o rolli ot soltios to te world.

prototing is aoutuilding to think,

acknoledging that therocess of making ideasreal and tangile hels usto refine and iterate theideas er quickl.

Creati may dieret rototyes

tat ilit dieret asects o yor

rodct or serice ot oly eables

eole to ie oest eedback, bt

also reets te team rom etti

attaced to a idea rematrely.

Feedback is critical to te desirocess. It bris te costitets

directly back ito te desi rocess.

Feedack insires furtheriterations to makesolutions more comellingfor constituents.


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84 H DCCreate

Deelo te Aroac

Creatio is abot deeloi deeer derstadi ad traslati tat

derstadi ito ew ioatios. Tere are may ways to do tis,

bt te two most commo are articiatory aroaces ad ematicaroaces. use oe or bot o tese aroaces, deelo yor ow, or

draw o dieret teciqes we aroriate.

DEvELOp THE AppROACH

METHOD:pARTICIpATORy CO-DESIGNhai te team co-desi soltios wit eole rom te

commity ad local ale cai actors ca be a reat way

to leerae local kowlede. It ca also lead to ioatios

tat may be better adated to te cotet ad be more likely

to be adoted, sice local eole ae iested resorces i

teir creatio.

Cosider si articiatory co-desi we:

yo eed a lot o local eertise ad kowlede

soltios rom te otside will ot be easily adoted

te olitics o a commity reqire it

TRy

#1

Facilitate a co-desi workso. Bri 8-20 eole

rom te commity toeter to desi soltios to

a callee. Itrodce te callee by telli a ewstories o roblems tat led to te desi callee.

Te eeralie tose stories to how Mit We?

statemets. Ask eole to add teir ow stories

or how Mit We? qestios. Braistorm soltios

wit te articiats ad make sre yo ae te

aroriate materials o ad to rototye.

Facilitator Notes

Ste 1. Idetiy

costitets wo

wold be ood desi

team members. Te

criteria will ary

rom lace to lace

ad rom calleeto callee. For

eamle, do yo

eed eole wo are

sccessl, resected,

ad/or olitically

owerl? Or wold it

be more alable to

ae eole wo are

tyical commity

members? Or eras

a mi o te two.

Ste 2. Scedle a

co-desi sessio or

series o sessios tat

works or eeryoe,

ad elai te

rocess ad oals o

te sessio i adace.

Ste 3. Codct

co-desi sessios

wit attetios to

te eeds, oals,

ad riorities o

te commity.

Time:

Days-Weeks.

Difficult:


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OpppRAH

TRy

#2

TRy

#3

Co-desi oer a loer eriod o time tro a

i-cotet immersio. By lii wit a amily oer a

ew days or weeks, yo will ae te oortity to

ask eole to iormally idetiy roblems ad work

toeter wit tem i teir ome, arm, or commity.

Tis aroac is also ery ood or sotti ew

roblems ad deeloi soltios to tose roblems

i te momet tey ae.

Fid local eerts ad best ractices. Ask dieret

commity members abot te eole wo are

cosidered to be sccessl. Scedle time wit

tese eole ad leerae teir kowlede to

deelo soltios toeter wit tem.

GENDER

Make sre to iclde wome i te desi team ad

emale commity members i te co-desi. I lii

wit a amily, sed time eqally wit te sbad, wie,

eteded amily, ad ee te cildre. We osti

a co-desi sessio, tik abot weter to ae

mied-eder ros, or to ae searate ros o

me ad wome. We looki or local eerts ad

best ractices, ask wo is cosidered a eert o bot

me ad wome, as well as less owerl ros.

DCH


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ENGAGING LOCAL ARTISANSAS CO-DESIGNERSAn NGO and designer Kara Pecknold partnered with local weavers

to help them market their woven products more widely and increase

their economic power. Because the local artisans are the experts, this

designer engaged these weavers as co-designers. The designer asked

the weavers to draw a picture o what makes their weaving process or

products unique as a way to understand how to dierentiate their work.

Some drawings eatured the plant that provides these weavers with

their raw materials. They use the leaves rom an invasive plant that is

harming the environment o the Great Lakes Region o Arica. These

weavers are turning an environmental problem into an economicopportunity. Based on these drawings and discussions, they identied

the material they used as a key dierentiator, and designed a logo or

the weavers based on drawings o the plant.

Asking people to participate in the design process is helpul as a way

to leverage local expertise. But it also can empower constituents to

participate in their own destiny and helps balance the sometimes

uneven power dynamic between the participant and the NGO team.

In addition, engaging with participants in a visual way helped diminish

problems created by language barriers.

CASESTUDy

COvAGA LOGO DESIGN pROCESS

C DH


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DCH

Create

Deelo te Aroac

Metod: Ematetic Desi

METHOD:EMpATHIC DESIGNCreati soltios tro ematy is a way or te desi

team to bled teir eertise wit te o-te-rod eeds

o eole. Ematy meas dee derstadi o te

roblems ad realities o te eole yo are desii or. It

is imortat to do researc across may dieret ros o

eole ad to walk i teir soes beore te Create ase

i emloyi ematic desi metods. By derstadi

eole deely, ematic desi ca lead to bot aroriate

ad more breaktro soltios. Bt tis metod callees

te desi team to ot jst derstad te roblem metally,

bt also to start creati soltios rom a coectio to dee

tots ad eelis.

Cosider si ematic desi we:

te desi team as secic skills reqired to

deelo soltios

te soltios yo are seeki are ew to te world

commity olitics make it difclt to select

a ew idiidals to work wit

TRy

We ossible, recrit members o te commity

wit te skills eeded to be members o te desi team.

GENDER

Iclde me ad wome i te desi team to

esre a balace o ersecties.

wATCH

OUT

Ematic desi is ot a metod i wic recoceied

ideas ad assmtios are sbstitted or roded

researc ad coectio wit ed sers. Alto

soltios are eerated by te desi team, te oal is

to always ae te eole yo are desii or i mid.

Facilitator Notes

Ste 1. Ecorae te

team to coect at

bot te ratioal ad

emotioal leels wit

costitets.

Ste 2. I team

members start to

jde or eoticie

te beaiors

or decisios o

costitets, remid

tem tat teir task

is to derstad

ad ematie

wit eole, ot

to jde tem.

Ste 3. Make sre

te team as soke

wit eo eolei te hear ase to

deelo ematy. I

te desi team still

doest derstad

ad eel te reasos

or te beaior

o costitets,

o back to te eld

ad codct

more researc.

Time:

Days-Weeks

Difficult:


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CASESTUDy

bRINGING EyECARE TOCHILDREN IN INDIAN vILLAGESVisionSpring embarked on a project to shit its oer rom selling reading

glasses to adults in the developing world to providing comprehensive eye

care to children.

In an initial brainstorm with the VisionSpring team ater conducting eld

research, ideas centered around the notion that kids liked experiences

designed or kids. The VisionSpring team met with experts, including

pediatric eye doctors, and saw that the norm was to decorate spaces

with stued animals and toys as a way to make kids eel comortable.

During the prototyping process, the design team developed a number

o prototypes or the eye screening process or kids. They went to the

eld armed with a number o prototypes to try and iterate on. Using

the traditional eye chart, the Vision Entrepreneur and then the teacheradministered the eye test. This was very intimidating to the kids

and several burst into tears. To make it more approachable and less

intimidating, the team also tried using a sillier eye-chart that had toys

and animals on it. But it became too much like play, and chaos ensued.

The team took a step back and thought about what would be serious

enough to keep the diagnostic session rom becoming a raucous play

session, but not so serious as to inspire tears.

Sitting in the schoolyard, the team refected back on their own

experiences as kids, recalled playing house and doctor, where they

would dress up with their riends and simulate adult behavior. Inspired

by this role reversal/role play, the team thought: why not put the child

in the position o authority? The team tried a protocol where the child

would screen the eyes o the teacher, and then where they would

screen each other. They had un emulating adult behavior, and werent

intimidated by their peers.

Empathic design means thinking rom the perspective o your users,

and doing everything you can to eel and understand what they are

experiencing. The team got in touch with what is un and what is scary

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92 H DCCreate

Sare Stories

SHARE STORIES

TIp

#1

Its best to sare stories soo ater researc so tat

details are ot lost. Oe team member sold tell te

story o te erso(s) tey met, wile te rest o te team

takes otes o ost-its. notes sold be small ieces o

iormatio (o loer ta a setece) tat will be easy

to remember later. As a ro yo sold be tiki,

Wat does tis ew iormatio mea or te roject?

Some tis o storytelli are below.

be Secific

Talk abot wat actally aeed. It els to bei stories

wit Oe time or Ater sc ad sc aeed

be Descritie

use yor ysical seses to ie tetre to yor

descritio.

Follo Reorting Rules

Coer te ollowi toics: wo, wat, we,

were, wy, ad ow.

wATCH

OUT

Tr to aoid:

geeralii

prescribi (tey sold, wold, cold)

hyotesii

Jdi

Ealati or Assmi

Telli stories is abot trasormi te stories we eard dri researc

ito data ad iormatio tat we ca se to isire oortities, ideas ad

soltios. Stories are ramed arod real eole ad teir lies, ot smmaries

o iormatio.

Stories are sel becase tey are accots o secic eets, ot eeral

statemets. Tey roide s wit cocrete details tat el s imaie

soltios to articlar roblems.

Facilitator Notes

Ste 1. gater te

desi team toeter

i a room wit

lety o wall sace.

Otimally, te team

sold be sitti i

a circle.

Ste 2. Distribte ost-

it otes ad markers.

hae a i cart or

lare seets o aer

earby, as well as

tae to attac tese

seets to te wall.

Ste 3. Tell te

team to catre teir

otes, obseratios,

ad tots o te

ost-its as tey seak.

Eeryti tat is said

dri story sari

sold be catred

i a ote: lie istory,oseold details,

icome, asiratios,

barriers, qotes,

obseratios, etc.

Ste 4. Ask eac team

member to sare te

story o te erso(s)

tey met. go tro

te stories oe by oe.

Ste 5. Af all te

ost-it otes to te i

cart or lare ieces

o aer o te wall.

use oe lare seet

er story. We te

story is ised, a

it o te wall ad moe

o to te et story.

At te ed o Story

Sari, yo will

ae may seets

lied o te wall

wit dreds o

ost-it otes.

Time:

4 hors-Days

Difficult:


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#2

Story sari trs te iormatio tat lies i a team

members ead ito sared kowlede tat ca be

traslated ito oortities ad soltios.

Some teciqes or eectie sari iclde:

gater yor otes, otos, ad artiacts rior to

story sari. I ossible, rit te otos ad

dislay tem o te wall to reer to.

Tell stories erso by erso, oe at a time.

gro meetis ca be told as te story o a

articlar commity.

Slit iormatio ito small ieces to make

it memorable. Make eac iece o loer ta

tis setece.

use iid details ad descritios. Tis is ot

te time to eeralie.

DCH


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94 H DCCreate

Idetiy patters

Maki sese o yor researc is accomlised by seei te atters,

temes, ad larer relatiosis betwee te iormatio. Tis rocess

ca be messy ad diiclt at times, bt ltimately ery rewardi. Seei

te atters ad coectios betwee te data will lead yo qickly toward

real-world soltios. Tere are seeral stes listed ere to take yo tro

te rocess or yo se selectiely based o te sbject matter.

Etract Key Isits

Fid Temes

Create Frameworks

IDENTIFy pATTERNS

METHOD:EXTRACT KEy INSIGHTSucoeri isits is abot brii isibility ad clarity

to reiosly idde meai.

wHAT IS AN INSIGHT?

Isits are reelatios te eected

tis tat make yo sit ad ay attetio.

Isits etraolate idiidal stories ito

oerarci trts.

Isits allow s to see or desi callee

i a ew lit.

For examle, a comination of an oseration and quote

from an interie ielded the folloing samle insight:

Obseratio: Farmers rely o armi iormatiorom teir rieds ad eibors, to tey kow

tis kowlede is limited.

Qote: I te priatied Etesio Aet lied otside

my area, I wold wat to isit is arm so I cold see

is rodctio.

Isit: Trst-bildi ad kowlede sari aes

tro seei is beliei.

Facilitator Notes

Ste 1. Ask te team

to o to te wall wit

all te stories ad

coose 5 key ost-

its (stories, qotes,

obseratios) tat

are most srrisi,

iteresti, or

roocatie.

Ste 2. gro tese

ito related tots.

Ste 3. Write a

sccict Isit

statemet o a

ew ost-it or

eac roi tat

smmaries te

bi takeaway.

Ste 4. post tese

Isit ost-its

were all ca see.

Time:

45-60 mis.

Difficult:


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IFyATTNS

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#1

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#2

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#3

Select ke information

Look across te iormatio i te stories. Edit ot te

details tat are ot imortat tis is te time to let

o o some o te detail. Coose te iormatio tat

yo d srrisi, iteresti, or wort rsi.

Aggregate ig thoughts

Are some o te tots liked? I so, areate

tem. Take seeral related ieces o iormatio ad

re-write tem as oe bi Isit.

work at the same leel

Ceck tat te isits sit at te same leel

tat tey are all bi tots. I yo d yo ae

some lower leel isits, cosider weter tey

mit be reramed at a ier leel. I tey eed to

be droed a leel, tey may be best talked abot as

cstomer eeds tat iorm ad sort te Isit.

DCH


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DCHC DH

CASESTUDy

FINDING INSIGHTS FOR EFFECTIvEMARKETING TO FARMERSIn Ethiopia, the IDE team looked over the inormation rom the

Story Sharing exercise and extracted over 20 key insights.

About hal o these came directly rom the post-its that were

written in Story Sharing, and the other hal were written based

on the inormation the team heard during Story Sharing.

Some o the insights the team identied were:

School is a key channel or distributing inormation

There is a strong need or an alternative to borrowing oxen

Buying on credit is the deault

Mass media sells water pumps


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98 H DCCreate

Idetity patters

Metod: Fid Temes

METHOD:

FIND THEMESFidi temes is abot elori te commoalities,

diereces, ad relatiosis betwee te iormatio.

Some ways to do tis iclde:

Look for categories and uckets

Sort yor dis ito cateories or bckets. Wic ideas

are related? Clster toeter te dis tat belo

toeter ito temes.

Consider the relationshi eteen categories

Look or atters ad tesios i te way yor temes relate

to eac oter. Are tey o te same leel? Or are tey talkiabot dieret kids o tis?

Grou and re-grou

Slice ad dice te data i dieret ways to d meai.

Try moi te ost-its arod to orm ew ros.

Get inut from the team

Elai te early bckets ad temes to a broader ro.

Lear rom teir it ad try alteratie rois.

TRy

Tr the p.O.I.N.T. technique

Traslate te problems ad needs idetied i storytelliito Isits (see reios Metod) ad Temes.

p = problems

O = Obstacles

I = Isits

n = needs

T = Temes

Facilitator Notes

Ste 1. hae te team

o to te wall or board

were tey ae

laced teir key story

ad isit ost-its

ad select te 5 most

iteresti qotes,

obseratios

ad/or isits.

Ste 2. O a ew

board, sort teseito temes.

Ste 3. Ceck to make

sre te temes are

at te same leel. I a

teme is too secic,

romt te team to

d te bier idea.

I a teme is too broad

or as too may

dieret ideas der

it, ask tem to break

it dow ito seeral

bckets.

Ste 4. We isedsorti, ie eac

teme a title o a

ew ost-it. Make

sre tere is eo

sace betwee or

below te dieret

teme cateories

to acilitate te et

ste o oortity

ideticatio.

Time:

30-60 mis.

Difficult:


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Creati temes ca be a eai ad rewardi

eeriece, as yo start to ro ad trasorm te

data beore yor eyes. Some ood teciqes or

doi tis are:

Work toeter as a team to decide ow to create

bckets ad temes.

Arrae ad re-arrae te ost-its o te wall

til te team is satised wit te rois.

I tere is a teme tat cotais almost all te ost-

its, break it ot ito seeral smaller temes. Try to

see ot oly te coectios, bt also te releat

diereces betwee te iormatio.

DCH

Documents

IDEO Human Centered Design