Broadening design

BROADENING DESIGNwhy a wider perspective = a better design

interaction | collaboration | usability

Darren [email protected]

the proposition

Design gets smarter…

…when you take a view not limited by the boundary of the thing being designed.

bigger design by the dots

Maturingdesign concepts…

interfaces

interactions

compositeexperiences

holisticdesign

strategicdesign

Maturity

Utility = easy to use (I CAN use it)useful (I BENEFIT from its use)desirable (I WANT to use it)legitimate (using it is OK)

a note on storytelling

OnceUpon a time…

the design dimensions

the toasterThe strange and multi-layered tale of

Guy, the toaster user

• 32, single, workaholic scientist• Likes toast• Can calculate the DeBroglie wavelength for an electron whose kinetic energy is 8 ev…• …but can’t program his VCR.• Makes extra $s through science journalism

Guy


The interface level

High-friction index finger gripMakes it easy to move around

Oversize eject buttonMakes a high-use function easy to find and hit.

Curved toast holderEasier to grip the corner of the toast.

Toast plungerCan be raised far enough to make the toast easily accessible.

Extra raised browning knobEasier to turn.


The interaction level

A toaster

• Is the interaction coherent?• Does it draw on existing

metaphors & mental models?• Are messages meaningful?• Is the outcome what is

expected?• Are there any complex or

costly pre- or post-conditions?

Guy


The composite experience level

MarketingPurchase

UnpackSetup

ToastRepair


The holistic level

Relax

Work Exercise

Sleep

CookWrite

Long cook time = leave at 8.05 8.05 = traffic

Traffic = late start

Late start= less relaxing

Less relaxing= less writing Less writing = less $ = lifestyle cutbacks (eg gym)

No gym= dead by 35

Understanding Guy’s day, aspirations and lifestyle raises the priority of an interaction level feature – cooking speed.

User research, contextual enquiry


The strategic level

•Today: toast•Tomorrow: yoghurt making

•Today – packaging•Tomorrow – green packaging

•Today – learn a toaster function•Tomorrow – leverage learning across range

•Today – a toaster•Tomorrow – an interoperable kitchen with snap-on cooking utilities

•Today – costly agent network•Tomorrow – e-distribution and reduced return rates

Where are you going strategically?How does the design contribute to the strategy?


the proposition (again)



Doctor Bolt, GP

example design challenge

…a form to claim an incentive rebatefor buying a piece of medical equipment (Machine Y)

Strategy: Increase prevention measures for Condition X, to decrease prevalence in community

Machine Y

levels of user experience

CookOpenpracticeQualify TreatKeep

records Audit

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Strategy: Increase prevention, decrease treatment

assessment

CookOpenpracticeQualify Treat

Keep records/ report

Audit

Identifier and details registration

Marketing and education

Equipping

Current address

Risk assessment

Business reporting

Treatment item reporting

Existing visits to practice

Leverage existing systems, mental models, relationships. Don’t increase admin costs unnecessarily

Holy grail: the zero-interface

Tactical Strategic

A shorter form!!! Form all gone.

• Shift burden from 12,000 practices to 8 suppliers (batch submission, learning by repetition)• Market forces + admin cost rebates = supplier uptake of scheme• Integrate awareness campaign into existing education• Use information gov’t already knows• Manage compliance risk appropriately

Re-think

designing strategically

Strategy

• Reduce admin costs (GPs and Govt)• Drive uptake of/appetite for new incentives• Use natural systems

this story is universal

Cash register design• What’s an intuitive interface for a high-turnover staff base• How will a customer and a cashier interact with it (eg, banging coin rolls on it?)• How does it fit into a broader retail environment?• How does checkout and shopping fit into a shopper’s broader context?• What strategic change do we want to enable (eg self-check-out)?

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questions?



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Broadening design