Mini project for today: Improve the airport security experience...

Mini project for today:


Improve the airport security experience . . .


Improve the airport security experience . . .

What could we do to improve the airport security experience?

Looking for gaps between the human experience and system needs

Extremeusers

Experts

We draw insights from extremes . . .

Extremeusers

Experts

Dan Kenia


Extremeusers

Experts

Dan


amused by the process“it’s amusing... I love watching

them scurry”

thinks he knows better“if they were smart... there’s

got to be a better way”

more choices & effect process“I have no choice... I can’t effect the

outcome”

willing to signal special cases“i’ll be up front about it rather

than sneak it through”

move freely & at own pace“I’m always ready to up and

move... wheelies are the death of travelers”

What did we learn?

http://vimeo.com/25695939

Extremeusers

Experts

Kenia


What did we learn?

travels vicariously through others“I love hearing where they’re going

and where they’re from... I don’t think I’ll ever get to go”

doesn’t feel respected by other employees

“least favorite part is the way other employees treat us”

long processes make time go by faster

“the time goes by faster because it’s a longer process”

wheelchairs solve other needs“90% don’t know where they’re going, don’t speak english, or

their bags are too heavy”

http://vimeo.com/25695873

What else did we learn?

didn’t feel safebeing open & honest

wore coat over TSA uniformmanager called to follow up


them scurry”

thinks he knows better“if they were smart... there’s got to be a

better way”


outcome”

willing to signal special cases“i’ll be up front about it rather than

sneak it through”



travels vicariously through others“I love hearing where they’re going and

where they’re from... I don’t think I’ll ever get to go”





wheelchairs solve other needs“90% don’t know where they’re

going, don’t speak english, or their bags are too heavy”

didn’t feel safe being open & honestwore coat over TSA uniform, manager called

to follow up


them scurry”

thinks he knows better“if they were smart... there’s got to be a

better way”


outcome”

willing to signal special cases“i’ll be up front about it rather than

sneak it through”



amused by the processHMW help travelers laugh

during the process?

thinks he knows betterHMW leverage the cleverness of travelers to improve the system?

more choices & effect processHMW give travelers more choices to

influence process?

willing to signal special casesHM travelers reveal special baggage or security needs?

move freely & at own paceHMW help travelers move

freely & at own pace?


during the process?



influence process?




travels vicariously through others“I love hearing where they’re going and

where they’re from... I don’t think I’ll ever get to go”





wheelchairs solve other needs“90% don’t know where they’re

going, don’t speak english, or their bags are too heavy”


during the process?



influence process?




travels vicariously through othersHMW help airport employees travel vicariously through the people they

help?


HMW help airport employees feel respected by each other?

long processes make time go by fasterHMW help time go faster for airport

employees?

wheelchairs solve other needsHMW provide “wheelchairs” for

wayfinding, translation, & heavy baggage?


during the process?



influence process?





help?




employees?



didn’t feel safe being open & honestwore coat over TSA uniform, manager called to

follow up


during the process?



influence process?





help?




employees?



didn’t feel safe being open & honestHMW help airport employees/travelers feel

safe being open & honest?

HOW to brainstorm: Rules

Warm-up: “… yes and …”

Form teams


during the process?



influence process?





help?




employees?



didn’t feel safe being open & honestHMW help airport employees/travelers feel

safe being open & honest?

12 min

IDEATION : Select multiple concepts

Use contrasting selection criteria to preserve innovation potential

Dishmaker by Ted Selker and Leonardo Bonanni from MIT

keep it

LO-RES

carry

MULTIPLES

Prototyping Activity

INDIVIDUALLYSelect one of your selected concepts

Make two sketch versions of that idea

5 min

Test with another person from your team.Build on each other’s ideas.

3 min each or 6 min total

Get Feedback

IN PAIRS OF TEAMSTest your ideas with a partner team.

4 minutes for each share/test, then switch.

8 min

Iterate your solution in responseto the feedback you received.

4min

Debrief:

EMPATHYgives confidence that you are working on a meaningful problem;forces you to take a perspective other than your own

• imposter ethnographers• observe what people say & do to infer what they think & feel• extreme users

IDEATIONgenerates many unexpected and diverse alternatives to draw from when looking for a new approach

• defer judgement, wild ideas, build on ideas of others• select multiple concepts with different criteria

PROTOTYPING & FEEDBACKaccelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable

• attitude of experimentation• lo-res experiences

Mini project for today: Improve the airport security experience...

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