Jenni Parker, Design and Social Innovation Consultant
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REWIRING SERVICES: SERVICE-USER LED DESIGN FOR SOCIAL IMPACT DIGITAL PUBLIC SERVICES CONFERENCE, 1 ST JULY 2015
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Transcript of Jenni Parker, Design and Social Innovation Consultant
REWIRING SERVICES: SERVICE-USER LED DESIGN FOR SOCIAL IMPACT
DIGITAL PUBLIC SERVICES CONFERENCE, 1ST JULY 2015
HELLO.
HOW MIGHT WE...?
WHAT CHALLENGE ARE YOU FACING?
@jenniparker57
2 TYPES OF PEOPLE:
TWO ENDS OF THE SAME CONTINUUM
EXCITED ENTHUSIASTS
TERRIFIED TECHNOPHOBES
YOU DON’T HAVE TO COME UP WITH AN AMAZING TECH IDEA.
START WITH PEOPLE, NOT TECH.
USER CENTRED DESIGN:
PROBLEM SOLUTION
NOT: IDEA DIGITAL SOLUTION
HOW CAN WE USE MOBILE PHONES FOR TRAINING PEOPLE?
CHALLENGE:
2. MORE ACCESS TO MOBILE PHONES THAN COMPUTERS IN DEVELOPING CONTEXTS.
NOT SUSTAINABLE FOR PARTICIPANTS TO TRAVEL FROM AROUND THE WORLD TO ITALY.1.
ORIGINAL IDEA FOR SOLUTION = SMARTPHONE APP
PROBLEM:
PROBLEM USER INSIGHTS
2. PARTICIPANTS USUALLY GO ON TO TRAIN OTHERS, AND WANT TO USE PHONES TOO.
MOST PARTICIPANTS ONLY HAD ACCESS TO BASIC PHONES, NOT SMARTPHONES.1.
SOLUTIONPROBLEM USER INSIGHTS
USER CENTRED DESIGN PROCESS:
Helping young people make the most of mental health related GP visits
CASE STUDY: DOC READY
DEVELOPED WITH YOUNG PEOPLEDOC READY /
PHASE 1: RESEARCH
UNDERSTANDING USER NEEDDOC READY /
2. THEY WILL WANT TO CREATE A PROFILE TO STORE CHECKLISTS AND INFORMATION.
YOUNG PEOPLE WILL BRING THEIR CHECKLIST TO THE DOCTORS ON THEIR MOBILE.1.
“A paper checklist makes you look prepared, taking your phone out looks rude”
“I will probably access Doc Ready on a shared computer, I don’t want anything to be stored for others to find”
CHALLENGING ASSUMPTIONSDOC READY /
PHASE 2: CO-CREATION
BUILDING A PICTURE OF USEDOC READY /
PHASE 3: PROTOTYPING
PAPER TO DIGITAL PROTOYPESDOC READY /
DOC READY / FINAL ONLINE TOOL
WWW.DOCREADY.ORG
IMPACT
- LAUNCHED IN SEPTEMBER 2013 -
IN 1ST YEAR AFTER LAUNCH
CHECKLISTS
UNIQUE USERS28,8937,421
> DOWNLOADED: 45%> EMAILED: 31%
DOC READY /
WHY FOLLOW A USER CENTRED PROCESS?
TRADITIONAL DEVELOPMENT PROCESS USER CENTRED DESIGN PROCESS
LOTS OF IDEAS GENERATED.ONLY ONE IDEA GENERATED.
RAPID PROTOTYPING AS EARLY AS POSSIBLE BEFORE COSTLY BUILD.
BUILD, PILOT, SCALE.
STARTS WITH UNDERSTANDING PROBLEMS AND USER NEEDS.STARTS WITH AN IDEA.
USER CENTRED DESIGN IS...
BECAUSE IT ALLOWS YOU TO:
BUILD WHAT USERS REALLY WANT.
FAIL EARLY, NOT WHEN IT’S TOO LATE.
LESS RISKY
COST EFFECTIVE
SUMMARY
DON’T FALL IN LOVE WITH YOUR IDEAS
PEOPLE BEFORE TECH
SOLUTIONS, NOT DIGITAL SOLUTIONS
ITERATE, ITERATE, ITERATE
HOW MIGHT WE...?
WHAT’S CHANGED?
THANKS!
@jenniparker57
linkedin.com/in/jenniparker
www.jenniparker.com
