Design Thinking for Library Innovation Workshop Slides

  • View
    434

  • Download
    0

Embed Size (px)

Text of Design Thinking for Library Innovation Workshop Slides

  1. 1. Welcome! Grab a nametag and a seat. Well get started shortly. DE S I GN CONCE P TS, INC. 2
  2. 2. AgendaAgenda 9:00-9:30 Introductions and table topics 9:30-10:15 Service design thinking Exercise #1: How Might We? 10:15-10:20 Fast break 10:20-10:45 Discover: Find inspiration Exercise #2: Lightning inspiration 10:45-11:30 Discover: Build empathy Exercise #3: Experience mapping DE S I GN CONCE P TS, INC. 3
  3. 3. AgendaAgenda 11:30-12:30 Lunch 12:30-1:30 Define: From research insights to design solutions Exercise #4: Solution brainstorm 1:30-1:40 Fast break 1:40-2:20 Develop: Prototyping Exercise #5: Service design blueprint 2:20-3:20 Deliver: Storytelling Exercise #6: 2-minute commercials DE S I GN CONCE P TS, INC. 4
  4. 4. AgendaAgenda 3:20-3:35 Take it home and own it! Exercise #7: How might we 3:35-4:00 Recap and closing discussion Exercise #8: I like, I wish, I wonder 4:00-4:30 Post-workshop office hours (optional) DE S I GN CONCE P TS, INC. 5
  5. 5. Todays goal DE S I GN CONCE P TS, INC. 6 Introduce you to and have you try-on design thinking in order to help you: Frame what problem(s) you are trying to solve in your own communities Innovate from the future and build a bridge from the now to the future Equip you with stories, tools and templates that you can bring home to share with your colleagues and community.
  6. 6. Expectations for the day DE S I GN CONCE P TS, INC. 7 Favor process over outcomes. Experiencing the full process today with a flimsy idea is better than getting halfway through with a perfect idea. Pull your own weight. Work together, no one is a spectator. Pick up the markers. Document, document, document. Getting it on paper brings the idea to life. Everyone can draw stick figures, symbols, and diagrams. Move fast. We have a lot to do, so dont get stuck in the details. Take breaks. Your table will keep you up to speed. Live in the land of What if? Dont worry about the constraints and realities of today. Most importantly, have fun. Our day jobs are serious. Lets not take today so seriously. Encourage wild ideas.
  7. 7. DE S I GN CONCE P TS, INC. 8
  8. 8. Introduction DE S I GN CONCE P TS, INC. 9
  9. 9. Whats in a name Library Museum Office Repository Vault Treasury Den Archive Menagerie Workshop Study DE S I GN CONCE P TS, INC. 1 0 Kitchen Nap room Drs office Maker space Baby sitter Counselor Tool cabinet Merchant Safe haven Craft room
  10. 10. Howdy! Design Concepts DE S I GN CONCE P TS, INC. 11
  11. 11. Our offices Main offices: Madison, WI San Francisco, CA Satellite team members: Minneapolis, MN Princeton, NJ Chicago, IL DE S I GN CONCE P TS, INC. 1 2
  12. 12. We Design Products Crock-Pot Cooking System DE S I GN CONCE P TS, INC. 1 3
  13. 13. We Design Services Hospitality, Financial & Insurance DE S I GN CONCE P TS, INC. 1 4
  14. 14. We Create Digital Experiences First Alert Connected CO Monitor DE S I GN CONCE P TS, INC. 1 5
  15. 15. We Create Shopping Experiences Home Depot, Lands End DE S I GN CONCE P TS, INC. 1 6
  16. 16. We Develop Strategies Spectrum Brands Rayovac Innovation Strategy DE S I GN CONCE P TS, INC. 1 7
  17. 17. Our clients DE S I GN CONCE P TS, INC. 1 8
  18. 18. What we do ENVISION REALIZE In the broadest sense, we have the people, experience and methods to help our clients envision bold new future opportunities and the technical skill to bring those future visions to life. DE S I GN CONCE P TS, INC. 1 9
  19. 19. Deep immersion Developing solutions that are inspired by three important perspectives to create value for consumers and businesses Vision OrganizationalStructure Revenue Model Competencies Appetite for Risk THE WORLD PEOPLE & PLACESCLIENT Context Trends Competition Market Forces Regulatory Environment Size of Opportunity Needs & Wants Expectations Attitudes Motivations 2 0DE S I GN CONCE P TS, INC.
  20. 20. Design thinking process ABSTRACT CONCRETE DOINGUNDERSTANDING PATTERNS DIRECTIONS OBSERVATIONS SOLUTIONS DE S I GN CONCE P TS, INC. 2 1
  21. 21. Design thinking process ABSTRACT CONCRETE DOINGUNDERSTANDING PATTERNS DIRECTIONS OBSERVATIONS SOLUTIONS Avoid DE S I GN CONCE P TS, INC. 2 2
  22. 22. Enough about us DE S I GN CONCE P TS, INC. 2 3 Lets get started!!!
  23. 23. First task of the day: table topics DE S I GN CONCE P TS, INC. 2 4 Work with the team at your table for the next ten minutes to choose the topic you want to address well present some options on the next slide. When you are ready, write your table topic on one side of your foam core and place it in the middle of your table. Look around the room. If there is a topic youre more interested in, then move to that table.
  24. 24. Select a table topic DE S I GN CONCE P TS, INC. 2 5 the elderly students local businesses ______? Option #1: Create a community gathering space for... Option #2: Overcome barriers to using the library for... working parents underserved communities patrons connecting remotely ______?
  25. 25. Service Design Thinking An overview DE S I GN CONCE P TS, INC. 2 6
  26. 26. What is service design? The design of entire ecosystems v. isolated problemsfrom digital to physical, seen and unseen, tangible to intangible Uses design methods with a service mindset, focusing on creating lasting and meaningful value for the customer in a way that is sustainable for the business DE S I GN CONCE P TS, INC. 2 7 FROM TO
  27. 27. The 5 Ps of service design DE S I GN CONCE P TS, INC. 2 8 The 5 Ps of service design People CX Designers Marketing Human Resources Talent Management Props Industrial Designers Product Managers Information Architects Place Architectural Designers UX Designers Partnerships Supply Chain Development Processes Operations Project Managers Business Design Service design is not a new way of thinking. Its about harnessing the design power across disciplines. People Employees and other customers encountered while the service is produced. These people are actors in the service experience. Props The objects and the collateral used to produce the service encounter (forms, products, signage). Place The physical space or the virtual environment through which the service is delivered. Partnership Other businesses or entities that help to produce or enhance the service encounter. Process Workflows and rituals that are used to produce the service encounter. The processes are the glue that connects the front and back stages.
  28. 28. Service as theatre The concept of actors on both the front and back stages are the foundation of service design. Each of the actors, as well as the audience, exchange some type of value. Actors use props within the theater that can be physical or virtual DE S I GN CONCE P TS, INC. 2 9 AMERICAN PLAYERS THEATER
  29. 29. Service as theatre DE S I GN CONCE P TS, INC. 3 0 AMERICAN PLAYERS THEATER FRONTSTAGE BACKSTAGE SERVICE DESIGN: FROM INSIGHT TO IMPLEMENTATION. 2013. ROSENFELD MEDIA
  30. 30. The service design ecology DE S I GN CONCE P TS, INC. 3 1 A healthy service ecosystem is one in which everyone benefits, rather than having the value flow in one direction only. The most common lost opportunity is when we neglect the resource that customers can be in terms of providing value back. SERVICE DESIGN: FROM INSIGHT TO IMPLEMENTATION. 2013. ROSENFELD MEDIA
  31. 31. Key principles #1 People focused The service design process always starts with the customer needs, pain points, motivations, and opportunities From there, the focus extends to other stakeholders, or actors, in the service experience from the person behind the counter to the person delivering the mail DE S I GN CONCE P TS, INC. 3 2 MADISON PUBLIC LIBRARY
  32. 32. Key principles #2 Research based Building empathy for each stakeholder group is a key component of the process Planning a thoughtful approach to understanding each user group is a critical part of any design thinking process Get out of the building. Breakthrough ideas happen when you get outside of your normal routine and headspace DE S I GN CONCE P TS, INC. 3 3
  33. 33. Key principles #3 Balanced For a service solution to be successful it needs to bridge desirability (what does the user want?), feasibility (can we provide it?) and viability (does this make business sense?) If you just focus on desirability and not viability, the service will fail DE S I GN CONCE P TS, INC. 3 4 DESIRABILITY FEASIBILITY VIABILITY
  34. 34. Key principles #4 Starts with a solid core MUST: Core services MUST be there for the service to remain viable SHOULD: Performing services go one step further to create a seamless and reliable experience for customers COULD: Delighting services afford customers with moments of delight, driving desirability, value, and growth DE S I GN CONCE P TS, INC. 3 5 Core Performing Delighting
  35. 35. Key principles #5 Participatory The complexities associated with service design require that various stakeholder voices have a place at the table DE S I GN CONCE P TS, INC. 3 6
  36. 36. Key principles #6 Visual Service design relies on storytelling and prototyping to create alignment and foster transparency An attention to visual storytelling helps make complex holistic services more understandable, and builds alignment throughout the process DE S I GN CONCE P TS, INC. 3 7
  37. 37. Key principles #7 Iterative Design is a cyclical process of building, testing, analyzing, and learning. If we focus on process rather than the end result, we may stumble upon unexpected results DE S I GN CONCE P TS, INC. 3 8 DISCOVER INSIGHTS DEFINE PROBLEM DEVELOP SOLUTIONS DELIVER VALIDATION iterate iterate PHASE1 PHASE 2 PHASE 3 PHASE 4 DESIGN CONCEPTS PHASED PROCESS DIAGRAM