between products and services: innovation towards (and through) experience
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One’s experiences influence in designing for an experience
How many of us agree with this sentence?
Between products and services: Innovation towards (and through) experience
CRITICAL REFLECTION
September, 2013 - Patrícia Lima
Innovation towards (and through) experience
CRITICAL REFLECTION September, 2013 - Patrícia Lima
Innovation towards (and through) experience
Experienceas practice based-innovation
CRITICAL REFLECTION September, 2013 - Patrícia Lima
Innovation towards (and through) experience
Experienceas practice based-innovation
Experience as innovation purpose
CRITICAL REFLECTION September, 2013 - Patrícia Lima
Innovation towards (and through) experience
Experienceas practice based-innovation
Experience as innovation purpose
RESEARCH QUESTION:
CRITICAL REFLECTION September, 2013 - Patrícia Lima
Innovation towards (and through) experience
RESEARCH QUESTION:
HOW does one’s experiences influence in designing for an experience?
CRITICAL REFLECTION September, 2013 - Patrícia Lima
HOW does one’s experiences influence in designing for an experience?
What is experience?
CRITICAL REFLECTION September, 2013 - Patrícia Lima
HOW does one’s experiences influence in designing for an experience?
What is experience?- User experience?
CRITICAL REFLECTION September, 2013 - Patrícia Lima
HOW does one’s experiences influence in designing for an experience?
What is experience?- User experience? - Practitioners’ experience?
CRITICAL REFLECTION September, 2013 - Patrícia Lima
HOW does one’s experiences influence in designing for an experience?
What is experience?
What methods and concepts should be used to design an experience?- User
experience? - Practitioners’ experience?
- Based on what experience?
CRITICAL REFLECTION September, 2013 - Patrícia Lima
HOW does one’s experiences influence in designing for an experience?
What is experience?
What methods and concepts should be used to design an experience?- User
experience? - Practitioners’ experience?
- Based on what experience?
Does it have anything to do with innovation?
CRITICAL REFLECTION September, 2013 - Patrícia Lima
GROUNDS
Innovation through PractitionerExperience
The achievement of innovation has been seen over the past
years as a linear process that emerges from a scientific work
to a practical innovative solution [3]. However, “nowadays,
innovation is most often considered to be a result of co-
operation in normal social and economic activities.” [3, p.2]
Reflecting on that, a scientific work in terms of research
also breaks the “line of division” and become part of the
practice itself, leading to uniqueness. According to Donald
Schon’s work (1982), through reflection (and more specifically
reflection-in-action, claimed by him) a practitioner becomes
a researcher in the practice context. “He is not dependent
on categories of established theory and technique, but
constructs a theory of the unique case” [4, p.68].
Innovation for User Experience
In the 1990s, in the way of constructive research, designers
have developed many types of concepts emphasizing
the role of emotions in experience and empathy. As the
key constructs of this movement were not clear to be
understood, the main conceptual innovation came to be User
Experience that has led universities, corporations and design
firms to built units within this focus [2].
Yet in the understanding of User Experience, Marc Hassenzahl
[1] claims that experience is not about good industrial design,
multi-touch, or fancy interfaces. He argues that it is about
transcending the material and creating an experience through
a device. According to him, the emergence of experience,
in a psychological perspective, comes from an inseparable
combination of elements that together created a meaningful
whole. They are: perception, action, motivation, and
cognition. Considering such a combination as a challenge for
User Experience (or Experience Design), the design question
becomes how to intentionally create and shape experiences.
CRITICAL REFLECTION September, 2013 - Patrícia Lima
GROUNDS
Innovation through PractitionerExperience
The achievement of innovation has been seen over the past
years as a linear process that emerges from a scientific work
to a practical innovative solution [3]. However, “nowadays,
innovation is most often considered to be a result of co-
operation in normal social and economic activities.” [3, p.2]
Reflecting on that, a scientific work in terms of research
also breaks the “line of division” and become part of the
practice itself, leading to uniqueness. According to Donald
Schon’s work (1982), through reflection (and more specifically
reflection-in-action, claimed by him) a practitioner becomes
a researcher in the practice context. “He is not dependent
on categories of established theory and technique, but
constructs a theory of the unique case” [4, p.68].
CRITICAL REFLECTION September, 2013 - Patrícia Lima
GROUNDS
Innovation through PractitionerExperience
The achievement of innovation has been seen over the past
years as a linear process that emerges from a scientific work
to a practical innovative solution [3]. However, “nowadays,
innovation is most often considered to be a result of co-
operation in normal social and economic activities.” [3, p.2]
Reflecting on that, a scientific work in terms of research
also breaks the “line of division” and become part of the
practice itself, leading to uniqueness. According to Donald
Schon’s work (1982), through reflection (and more specifically
reflection-in-action, claimed by him) a practitioner becomes
a researcher in the practice context. “He is not dependent
on categories of established theory and technique, but
constructs a theory of the unique case” [4, p.68].
SHIFT • Innovation as a linear process (From a scientific work --> to a practical application) to • Innovation as a result of a practical cooperation [3]
ON TOP OF THIS Practitioner as researcher in the practice context: through notion of Reflection-in-action and on-action [4]
[3] MELKAS, Helinä; HARMAAKORPI (editors). 2012
Practice-Based Innovation: Insights, Applications and
Policy Implications. Springer: London, New Y ork.
[4] SCHON, Donald A. 1982. The Reflective Practitioner:
how professionals think in action. Basic Books: United
States of America.
CRITICAL REFLECTION September, 2013 - Patrícia Lima
GROUNDS
Innovation for User Experience
In the 1990s, in the way of constructive research, designers
have developed many types of concepts emphasizing
the role of emotions in experience and empathy. As the
key constructs of this movement were not clear to be
understood, the main conceptual innovation came to be User
Experience that has led universities, corporations and design
firms to built units within this focus [2].
Yet in the understanding of User Experience, Marc Hassenzahl
[1] claims that experience is not about good industrial design,
multi-touch, or fancy interfaces. He argues that it is about
transcending the material and creating an experience through
a device. According to him, the emergence of experience,
in a psychological perspective, comes from an inseparable
combination of elements that together created a meaningful
whole. They are: perception, action, motivation, and
cognition. Considering such a combination as a challenge for
User Experience (or Experience Design), the design question
becomes how to intentionally create and shape experiences.
CRITICAL REFLECTION September, 2013 - Patrícia Lima
GROUNDS
Innovation for User Experience
In the 1990s, in the way of constructive research, designers
have developed many types of concepts emphasizing
the role of emotions in experience and empathy. As the
key constructs of this movement were not clear to be
understood, the main conceptual innovation came to be User
Experience that has led universities, corporations and design
firms to built units within this focus [2].
Yet in the understanding of User Experience, Marc Hassenzahl
[1] claims that experience is not about good industrial design,
multi-touch, or fancy interfaces. He argues that it is about
transcending the material and creating an experience through
a device. According to him, the emergence of experience,
in a psychological perspective, comes from an inseparable
combination of elements that together created a meaningful
whole. They are: perception, action, motivation, and
cognition. Considering such a combination as a challenge for
User Experience (or Experience Design), the design question
becomes how to intentionally create and shape experiences.
DEVELOPMENT of concepts that emphasize emotions in experience and empathy [2]
EXPERIENCE as a inseparable combination of perception, action, motivation and cognition. [1]
[1] Hassenzahl, Marc (2013): User Experience and Experience Design. In:
Soegaard, Mads and Dam, Rikke Friis (eds.). “The Encyclopedia of Human-
Computer Interaction, 2nd Ed.”. Aarhus, Denmark: The Interaction Design
Foundation. Available online at
[2] KOSKINEN, Ilpo at all. 2011. Design Research through practice: From the Lab,
Field and Showroom.CRITICAL REFLECTION September, 2013 - Patrícia Lima
WORK CONTEXT
The multidisciplinary and multicultural Innovation Camp
http://www.youtube.com/watch?v=4mJYt5-IkBc CRITICAL REFLECTION September, 2013 - Patrícia Lima
NARRATIVE-BASED REFLECTION
Between products and services
“And so was I in the third day of the innovation camp completely puzzled and
trying to understand what was going on. I finally decided to ask the designer
manager’s help: - “I know what is going on. And this is not the first time I have
seen it”, she calmly answered when I explained her that my team did not want
to work in a product as a solution. With a “I-know-what-I-can- do smile” she
continued: “They are probably simply amazed by a new concept that they were
not used to”. At that point I was completely struggled trying to understand
how come I was the one ‘playing against’ the Service Design trying to convince
engineers and designers (with background and lots of experience in materials)
that we needed to develop a product!”
CRITICAL REFLECTION September, 2013 - Patrícia Lima
PEOPLE
HOURS
MENU
MEAT DISHES
VEGETARIAN DISHES
DRINKS
MEAT DISHES
TERIYAKI BEEFMEXICAN CHICKENMASALA CHICKEN CURRYTÖNTÖTTDANISH GRILLED HERRINGLATVIAN PIKESWEDISH MEAT BALLSFINNISH PORONKÄRISTUSPOLISH STEWLITHUANIAN MEAT PIE
TERIYAKI BEEFMEXICAN CHICKENMASALA CHICKEN CURRYTÖLTÖTT KAPUSZTADANISH GRILLED HERRINGLATVIAN PIKESWEDISH MEAT BALLSFINNISH PORONKÄRISTUSPOLISH STEWLITHUANIAN MEAT PIE
TERIYAKI BEEFMEXICAN CHICKENMASALA CHICKEN CURRYTÖNTÖTTDANISH GRILLED HERRINGLATVIAN PIKESWEDISH MEAT BALLSFINNISH PORONKÄRISTUSPOLISH STEWLITHUANIAN MEAT PIE
CRITICAL REFLECTION September, 2013 - Patrícia Lima
FAMILIES
SENIOR GROUPS
SENIORS
SERVICE PROVIDER
SHAREDKITCHEN
www
CUSTOMERS
contract the service
take part in a event
app
website
physically
TRANSPORTATION AND SETTING UP
KEY
PARTNERS: Furniture manufacturers
Event managers
Food/product suppliers
Municipalities
Assemblage/transportation
S E R V I C E J O U R N E Y M A P
KITCHEN
KITCHEN +
FOOD
OR
known
strangers
ACTIVE PARTICIPATION
PASSIVE PARTICIPATION
CRITICAL REFLECTION September, 2013 - Patrícia Lima
CONCLUSION
• Between products and service what actually matter is to
design for an experience.
• Motivations that lead to the development of new solution should not
be the technology, the shape, the method or the terminology. All this
elements are indeed part of the innovation process, but are not (or
should not be) the drivers.
• The decision-makers of what to design are (or should be) who and
why to design for.
CRITICAL REFLECTION September, 2013 - Patrícia Lima
(What I have come to realize)
(I would have made things different in this sense)
(I want to keep in mind for the future)
CONCLUSION
• Between products and service what actually matter is to
design for an experience.
• Motivations that lead to the development of new solution should not
be the technology, the shape, the method or the terminology. All this
elements are indeed part of the innovation process, but are not (or
should not be) the drivers.
• The decision-makers of what to design are (or should be) who and
why to design for.
“How?” is often a question worth exploring.
CRITICAL REFLECTION September, 2013 - Patrícia Lima
HOW does one’s experiences influence in designing for an experience?
What is experience?
What methods and concepts should be used to design an experience?- User
experience? - Practitioners’ experience?
- Based on what experience?
Does it have anything to do with innovation?
“FOOD FOR THOUGHT” or invitation for discussion
by PATRÍCIA LIMA
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