SF Service Jam Day 2

transcript

SAN FRANCISCOGLOBAL SERVICE JAM 2014

Welcome to Day 2

Research

GO OUT & TALK TO PEOPLE

or watch them creepily from a distance

or have them make something

or a combination of look, listen, and make

before you go out to do this…

have a few questions or objectives that you want to answer…

embrace the novel mindset to create empathy

Types of questions to gather context and collect

Sequence “Describe a typical workday.” Quantity “How many files would you lose when that happens?” Specific ex. “What was the last app you used?” Exceptions “Can you tell me about a time when…” Complete list “What are all the different apps you have on your iphone?” Relationships “How do you work with new vendors?” Org. structure “Who do the people in that department report to?” Complete list “What are all the different apps you have on your iphone?” Relationships “How do you work with new vendors?” Org. structure “Who do the people in that department report to?”

Questions Tips: DOs!

Leave it open ended. Use: Who, What, Where, When, Why !

Use close ended questions to control pacing of the interview !

Ask “why?” often !

Focus on soliciting stories with your questions

Questions Tips: DON’TsAsk pass/fail questions !

Use leading questions. Such as: “Would you be able to?” “Do you like?” !

Ask for solutions: “How would you do...” What color...”?

Bodystorming

Brainstorming in actionYou role play through your brainstorm leading to richer discoveries.

Figure it out by trying it outUsing simple props and artifacts you go over the rough and fertile patches making refinements in real time.

Usability it dead, it’s about preformability

Refine closer to contextServices are highly affected by context and numerous other outside elements. Bodystroming gets you closer to the unknowns.

Define the howFocus on how things are unfolding, rather then the what.

Language and toneBodystorming is a rockstar at figuring out langue and tone.

TRY MANY, NOT ONE

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Rules for storming

Stormig mechanics

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Let’s try it out quickRedesigning a wash & fold cleaners.

Refining your stormAd in more touchpoints and prototypes.

Get out there and stormThat’s all from us on storming.

SF Service Jam Day 2

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