ux strat usa, leo frishberg and dr. charles lambdin, "presumptive design workshop"
TRANSCRIPT
Presumptive Design Workshop Using Design Provocations to Reduce Strategy Risk
Leo Frishberg
Principal | Phase II, Portland OR
@leofrish
Charles Lambdin
UX Designer | Intel Corporation
@CGLambdin
UX Strat 15 Sept 2015 @leofrish @cglambdin www.presumptivedesign.com
@leofrish @cglambdin
www.presumptivedesign.com Sept 2015
Presumptive Design An Introduction
UX Strat 15
@leofrish @cglambdin
www.presumptivedesign.com Sept 2015
Agenda
UX Strat 15
Activity Time Activity Time
Intros 5 min Engagement Session
Prep 15 min
Agenda/Objectives 5 min Artifact Preparation 15 min
What is PrD? 10 min Engagement Session 60 min
What is Strategy? 10 min Debrief / Analysis 15 min
Testing Strategies with
Artifacts 10 min Report-outs 15 min
Report-outs 5 min What is PrD? – Reprise 15 min
Assumptions and Objectives 10 min Closure / Q&A 15 min
UX Strat 15
• Introduce a rapid method of strategy
validation based on Design Thinking
• Apply the process to internalize its value
• Explore strategy validation as an approach to
risk reduction
The best way to predict the future is to invent it. – Alan Kay, 1971, Dennis Gabor, 1963
Any sufficiently advanced technology is indistinguishable from magic. – Arthur C. Clarke, 1961 – Clarke’s Third Law
@leofrish @cglambdin
www.presumptivedesign.com Sept 2015
Workshop Objectives
Presumptive Design Design Thinking Cycles, Strategy and an Artifact-First Approach
Sept 2015 @leofrish @cglambdin www.presumptivedesign.com
@leofrish @cglambdin
www.presumptivedesign.com
Owen’s Design Thinking Model
Sept 2015 UX Strat 15
Fin
ders
Ma
ke
rs
@leofrish @cglambdin
www.presumptivedesign.com
Owen’s Design Thinking Model
Sept 2015 UX Strat 15
Know
Apply
@leofrish @cglambdin
www.presumptivedesign.com
Presumptive Design in the Context of Design Thinking
Sept 2015 UX Strat 15
Traditional UCD:
Discover first
Presumptive Design:
Conceptualize first
UX Strat 15 @leofrish @cglambdin
www.presumptivedesign.com Sept 2015
The Five Principles of Presumptive Design
Design to fail
Create, discover, analyze
Make assumptions explicit
Iterate, iterate, iterate
The faster you go the sooner you know
Have fun.
@leofrish @cglambdin
www.presumptivedesign.com Sept 2015
Presumptive Design Components and Timeline
UX Strat 15
@leofrish @cglambdin
www.presumptivedesign.com
UK Design Council’s Double Diamond
Sept 2015 UX Strat 15
@leofrish @cglambdin
www.presumptivedesign.com
What Is Strategy?
Sept 2015 UX Strat 15
• What game are you playing and (where | how) are you going to win?
• Strategy ≠ Operation Excellence; 5 forces—Porter
• The choices (implicit and explicit) made to achieve competitive advantage in a market. A basic purpose of strategy is to maximize the value of the capabilities you have that distinguish you from competitors.
• Transient Advantage: fluid strategy
What Artifacts Embody Strategy? A Brainwriting Exercise
Sept 2015 @leofrish @cglambdin www.presumptivedesign.com
@leofrish @cglambdin
www.presumptivedesign.com
Strategy Validation
Sept 2015 UX Strat 15
Rules for Divergent Thinking • Defer Judgment
• Encourage wild ideas!
• First thoughts first
• “Yes and…” build on the
ideas of others
• Stay focused on the topic
• Hold one conversation at a
time
• Be visual!
• Go for “quantity over quality” • Have fun!
Rules for Brainwriting • Take a sticky note from your
stack
• Write as many ideas for an
artifact to test strategy as you
can—One per note!
• Keep your ideas short and
write clearly so others can
read them
• When you finish an idea,
place the note in the “pool”
(middle of the table)
• When you need inspiration,
take a note from the pool.
@leofrish @cglambdin
www.presumptivedesign.com
Athens Tourism Office Brief
Sept 2015 UX Strat 15
• The Athens Tourism Office (ATO) would like to improve the overall experience guests have when visiting the city, particularly holiday travelers. They already have some ideas what to do, but need to see the big picture in order to prioritize funding and to focus on areas that will have the most impact.
• First, the ATO is planning to significantly overhaul its website. The site has grown organically over the past decade, and there are many complaints about finding information. In particular, the federated reservations system for hotels is incomplete, outdated and hard to use.
• Second, the ATO wants to offer mobile services and apps for travelers. With so many options in the mobile arena, they are not sure where the best place to start would be.
• Finally, ATO believes partnering with key service providers would improve the travel experience of visitors. ATO already has information kiosks in tourist areas, but they are looking to integrate more with partner services.
• You work for a research agency specializing in experience mapping. The ATO has hired you to investigate and identify the most salient ways to bring the most value to visitors. They are also looking for new opportunities previously overlooked. The insight they hope to gain will help structure a multi-year program for improvement.
@leofrish @cglambdin
www.presumptivedesign.com
What Are the Key Assumptions Behind this Strategy?
Sept 2015 UX Strat 15
• ATO has ideas but needs to prioritize
• ATO believes it needs to see “the big picture”
• ATO serves holiday travelers
• ATO believes its website needs to be overhauled
• ATO believes it needs a mobile strategy
• ATO believes partnering with service providers is key
• ATO is looking for most salient ways to add most value to visitors
• ATO wishes to continue to exist
• ATO is prepared to take multiple years to transition
@leofrish @cglambdin
www.presumptivedesign.com
To Build the Future, You Need a Definition of ‘Done’
Sept 2015 UX Strat 15
S Specific: a single focus for each objective—no “and” or “ors”
M Measurable: a number—how many “things” will it take to be
considered done
A Attainable: will it be achievable in the time frame of the
exercise?
R Realistic: is it appropriate to the exercise you are performing?
T Time-bound: after how much time will you consider the
exercise done?
@leofrish @cglambdin
www.presumptivedesign.com
Engagement Session Objectives
Sept 2015 UX Strat 15
Validate the top three assumptions behind the ATO strategy
Identify at least three touch points in the diagram key to supporting the strategy
@leofrish @cglambdin
www.presumptivedesign.com
Engagement Session Procedures
Sept 2015 UX Strat 15
• This is like a usability test, but it isn’t a usability test.
• Prepare a minimal script to introduce the exercise and the diagram:
• “Thank you for joining us today!”
• “We’re helping a client understand their travel offerings to visitors to
Athens. To that end, we’ve created an experience diagram. We’d
appreciate your help in improving our diagram.
• “Please imagine you are taking a trip. Using the diagram indicate the
steps you would take to plan your trip.
• “Some of the steps may already be on the diagram, some may be
missing. We’ve provided additional sticky-notes for you to add steps.
For existing steps, you can place a ‘dot’ on the step.
• “As you work through your steps, please think aloud and help us
understand the decisions you’re making along the way.”
@leofrish @cglambdin
www.presumptivedesign.com
Engagement Session Procedures
Sept 2015 UX Strat 15
• You will offer the visitor the artifact and let them proceed.
• Based on their reaction, you will take notes on what they say as
they perform the task.
• If they get stuck, or turn to you for help, this is a key opportunity to
learn more.
• Mirror their question back to them. (“What would you do in this
situation?”)
• Do not explain or present the diagram or ATO’s
expectations/strategy.
• Prompt them to consider their travel behavior as they attempt to
document it.
Remember: This is about ATO’s assumptions, some of which may
not be apparent until the visitor calls your attention to them!
@leofrish @cglambdin
www.presumptivedesign.com
The Task
Sept 2015 UX Strat 15
• Ask the visitor to use the diagram to plan their trip to Athens
• Offer them materials (sticky-notes, pens, etc.) to add touch points to the diagram they would use but aren’t already there
• Have them add a “dot” to an existing touch point they would use
@leofrish @cglambdin
www.presumptivedesign.com
Presumptive Design Roles
Sept 2015 UX Strat 15
• You will have multiple opportunities to work
with external stakeholders.
• Choose a Facilitator. You can have several—
one for each visitor.
• All of the others become
Researchers/Observers
• The Facilitator role is subtle:
• Offer the artifact with a minimal introduction.
• Ask the visitor to perform the task.
• Become an improv artist based on the
visitor’s interactions.
@leofrish @cglambdin
www.presumptivedesign.com
Five Levels of Prompts
Sept 2015 UX Strat 15
1.Go do X.
2.You seem hesitant. Is there a problem?
3.How might you start doing X on Y?
4.We thought Y might be a useful place to start X.
5.Great. Now let’s pretend you had pressed Y. So go ahead and press Y.
@leofrish @cglambdin
www.presumptivedesign.com
Four Rules for Facilitators
Sept 2015 UX Strat 15
1.You’re not there to present your design.
2.Act like a psychic.
3.Keep it about the present.
4.No prompts > Level 2.
@leofrish @cglambdin
www.presumptivedesign.com
Closing Considerations and Feedback
Sept 2015 UX Strat 15
@leofrish @cglambdin
www.presumptivedesign.com
References
Sept 2015 UX Strat 15
• Buxton, Bill; Sketching User Experiences: Getting the Design Right and the Right Design; Morgan Kaufmann; 2007
• Carroll, Lewis; Through the Looking-Glass and What Alice Found There; The MacMilllan Company, New York, London, 1899
• Dubberly, Hugh; Evenson, Shelley; and Robinson, Rick; The Analysis-Synthesis Bridge Model; http://www.dubberly.com/articles/interactions-the-analysis-synthesis-bridge-model.html
• Frishberg, Leo; Lambdin, Charles; Presumptive Design: Design Provocations for Innovation. Morgan Kaufmann; 2015
• Frishberg, Leo; Presumptive design, or cutting the Looking-glass cake. Interactions, Vol. 13, Iss. 1, 18-20; 2006
• Frishberg, Leo; Presumptive design, or cutting the Looking-glass cake. SAO Ignite, March, 2012; http://www.slideshare.net/leofrish/presumptive-design-or-cutting-the-looking-glass-cake
• Laseau, Paul; Graphic Thinking for Architects and Designers; Van Nostrand, 1980
• Owens, Charles; Design Thinking: Notes on its Nature and Use; Design Research Quarterly Vol. 2, N0. 1, January, 2007, pp. 16-27
• Sato, Steve; Using Design Thinking to Measure Design’s Impact; CHIFOO Presentation, September 2013 http://www.chifoo.org/index.php/chifoo/events_detail/using_value_to_position_design_ux_and_hci_more_strategically_in_an_organiza/
• Sanders, Liz; Stappers, Pieter Jan; Convivial Toolbox: Generative Research for the Front End of Design; BIS Publishers, 2013