SEEING SERVICE DESIGNPresented by Alisan Atvur to the Georgia Tech Industrial Design Studio – March 2011

A Primer to Techniques | Thoughts

alisan_atvur www.atvur.com

ALL OF THIS IS ALL ONLINE.

www.atvur.com

I TALK FAST, BUT YOU THINK FASTER.LET’S CALL IT EVEN.

MAY I SUGGEST. . . .

THEORY AND PRACTICE OF COUNSELING AND PSYCHOTHERAPY

ISBN:0534536050

MENTAL MODELS:ALIGNING DESIGN STRATEGY WITH HUMAN BEHAVIOR

ISBN:1933820063

ESSENTIALS OFINTENTIONAL INTERVIEWING

ISBN:0495097241

SERVICE DESIGNThe application of design methodology to services in order to create solutions that are useful, usable and desirable to users and efficient, effective and different for the client’s perspective. FLORIAN VOLLMER INTERVIEWS PROF. BIRGIT MAGER, MARCH 2011

HOW DO WE LEARN THIS?The application of design methodology to services in order to create solutions that are useful, usable and desirable to users and efficient, effective and different for the client’s perspective. FLORIAN VOLLMER INTERVIEWS PROF. BIRGIT MAGER, MARCH 2011

QUESTION YOU SHAREDHow do we ask better questions?

LEARNING “WHY” and “WHAT”WHY DO USERS DO WHAT THEY DO?WHAT ARE THEY FEELING/DOING?

NEVER WILL YOU HAVE ENOUGH INFO.NEVER WILL YOUR DESIGN BE PERMANENT.

ALWAYS MUST YOU BE THRILLED TO ADAPT.

DESIGN IS NOT EXEMPT FROM EVOLUTION.

QUESTION YOU SHAREDHow do we access people or groups that are difficult to locate or rarely available?

NEVER WILL YOU ACCESS ALL USERS.

ALWAYS WILL YOU BE SOMEWHAT ABDUCTIVE IN YOUR REASONING (BUT THAT IS OK, AS LONG AS WE ARE SELF-AWARE).

DESIGN IS NOT EXEMPT FROM EVOLUTION.

LEARNING “HOW”“HOW” DO WE FIND THESE ANSWERS?

A MOVING SNIPER AIMING FOR A MOVING TARGET

“ATVUR” MEANS

A MOVING PROCESS AIMING FOR A MOVING TARGET

“DESIGN” SUGGESTS

RULES ATVUR/DESIGN

RULES 1.) KNOW YOUR BIASES (Phenomenology)

ATVUR/DESIGN

RULES 1.) KNOW YOUR BIASES (Phenomenology)

ALFRED ADLER

RULES 2.) BE CREATIVE WITH RESEARCH (Inference)

ATVUR/DESIGN

DOWNTOWN ATLANTA DMV

RESEARCH IS ALWAYS LIMITED.WHAT DO YOU REMEMBER?

DOWNTOWN ATLANTA DMV

RULES 3.) RESPECT THE 2 “A-HA” MOMENTS

ATVUR/DESIGN

1st A-HA! 2nd A-HA!

1st A-HA! 2nd A-HA!

I’ve discovered a root problem!

I’ve have an idea to solve the root problem!

1st A-HA! 2nd A-HA!

I’ve discovered a root problem!

I’ve have an idea to solve the root problem!

THERAPISTSthrive for this moment.

DESIGNERSthrive for this moment.

1.) TECHNIQUE THE 5 WHYS

SAKICHI TOYODA

WHY DID “A” HAPPEN?BECAUSE OF “B”

WHY DID “B” HAPPEN?BECAUSE OF “C”

WHY DID “C” HAPPEN?BECAUSE OF “D”

WHY DID “D” HAPPEN?BECAUSE OF “E”

WHY DID “E” HAPPEN?BECAUSE OF “F”

ACTIVITY 1.) WHAT DO YOU THINK A PATIENT FEELS IN A HOSPITAL?

2.) WHY DO YOU THINK HE/SHE FEELS THAT WAY? (USE 5 WHYS)

ACTIVITY [ TAKE 5 MINUTES TO COMPLETE ]

ASK PROXIESREVIEW THESE RESPONSES WITH A PROXY.

(i.e. NURSE, ADMINISTRATOR, DOCTOR, FORMER PATIENT, RELATIVE OF PATIENT)

2.) TECHNIQUE BODYSTORMING

TECHNIQUE BODYSTORMING

“Bodystorming is a technique sometimes used in interaction design or as a creativity technique. The idea is to imagine what it would be like if the product or service existed, and act as though it exists, ideally in the place it would be used.”

ACTIVITY BODYSTORM WHAT YOU SAW DURING RESEARCH.

WHAT DO YOUR PEERS NOTICE?WHAT DO PROXIES NOTICE?WHAT BIASES ARE YOU REVEALING?

ACTIVITY [ TAKE 5 MINUTES TO COMPLETE ]

3.) TECHNIQUE RATIONAL EMOTIVE MAPPING

ALBERT ELLIS

A B CANTECEDENT BEHAVIOR CONSEQUENCE

ACTIVITYWHAT ARE THE ANTECEDENTS TO A HEALTH CONCERN?WHAT ARE THE BEHAVIORS RESULTING FROM THIS CONCERN?WHAT ARE THE CONSEQUENCES OF THESE BEHAVIORS?

ACTIVITY [ TAKE 5 MINUTES TO COMPLETE ]1.) CHOOSE A SINGLE BEHAVIOR YOU NOTICED IN YOUR GROUP.

2.) WHAT IS THE MOST SURPRISING ANTECEDENT YOU INDICATED?

3.) WHAT IS THE MOST SURPRISING CONSEQUENCE YOU POSTULATED?

4.1) TECHNIQUE PROXY INTERVIEW

PROXIES FOR VARIOUS REASONS, WE MAY RELY ON PROXIES TO PROVIDE US WITH INFORMATION ABOUT THE USER.

TO FIND PROXY PROFESSIONALS

TO FIND PROXY END USERS

TO FIND PROXY END USERS

4.2) TECHNIQUE THE $4.95 SERVICE TEST

$5.00 USABILITY TEST $4.95 SERVICE REVIEW

THE $4.95 SERVICE TEST30 SECONDS PER OUNCE= ~10 MINUTES OF CONVERSATION

IN CLOSINGTikkun olam

IN CLOSING“We choose to repair the world.”

THANK YOU. QUESTIONS?

alisan_atvur www.atvur.com