Virtual Design School 2020 - COVID Edition, Session 3
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The document highlights issues and discussions related to the design thinking process in a virtual setting, focusing on user experiences and challenges during the journey of finding and using taxi services. It emphasizes the importance of empathy in understanding client needs and involves interactive elements such as live Q&A sessions and homework tasks. The content suggests various strategies for enhancing user experience, including journey mapping and addressing emotional touchpoints.
Virtual Design School 2020 - COVID Edition, Session 3
- 1. Audio problems? Look here and check your sound. Still problems? Open chat let us know. AHSDesignLab
- 2. Live tweet with us #VDS2020 @Design4AHS
- 5. What kind of challenges are you experiencing? #VDS2020 @Design4AHS I keep getting distracted by snacks I don’t work in healthcare, should I still be here? I keep getting distracted with new ideas I’m worried I’m doing this wrong! I have no one to bounce things off ofI can’t print the workbook or scan in my homework My solution doesn’t fit my problem anymore Can’t settle on a problem This is taking more time than I thought it would I don’t know who the end- user is! I think I’m focused on the wrong problem/user
- 6. Whoops! Found a solution… Homework #VDS2020 @Design4AHS How do you know what clients need? Want? HMW integrate essential wrap- around services for clients living with mental health and/or addiction challenges? Is “creating” the right mystery? HMW use non-traditional roles to provide foot care for people with type 2 diabetes?
- 8. Homework Empathy great Very broad group of people Too general #VDS2020 @Design4AHS
- 10. Homework #VDS2020 @Design4AHS Empathy common prob No one to call Spending time on hold No direct interaction Waiting Lack of knowledge No context PAINS Easy to read/colour coded Meaning behind message Personalized doc note Easy way to communicate GAINS Do you have a better understanding of what this person wants?
- 11. Homework, live! Would you use attend a live homework session? When would be the most useful day for a homework session? Which part of the (MDT) day would be most convenient? Yes No Monday Tuesday Wednesday Friday Morning Afternoon Evening #VDS2020 @Design4AHS
- 12. Design Thinking Process Mindset + Culture Discover Map Ideate Decide Build Test #VDS2020 @Design4AHS
- 13. Map #VDS2020 @Design4AHS Today’s topic is… Real-life examples The design thinking process
- 14. Special Guest #VDS2020 @Design4AHS Putting yourself in the role of the user is a powerful way to find opportunities for impactful change. Andrew Siu Mapping the Human Experience Andrew is a strategic advisor at the Health Design Lab at Emily Carr University of Art and Design in British Columbia, Canada.
- 16. @siuhosein JOURNEY MAPPINGAndrew Siu D4AHS Sprint School
- 21. @siuhosein TAXI CAB SCENARIO Current Journey Map
- 22. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash TAXI CAB SCENARIO Current Journey Map
- 23. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash Waiting Riding Payment TAXI CAB SCENARIO Current Journey Map
- 24. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash Waiting Riding Payment TAXI CAB SCENARIO Current Journey Map
- 25. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment TAXI CAB SCENARIO Current Journey Map
- 26. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment TAXI CAB SCENARIO Current Journey Map
- 27. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment TAXI CAB SCENARIO Current Journey Map
- 28. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment TAXI CAB SCENARIO Current Journey Map
- 29. @siuhosein Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment Confusion and anx- iety not knowing if taxi will arrive Upset that extra driver that appeared cussed at me Stressed out watch- ing meter rise while driver appears lost Annoyed that I had to pay cash Relieved to have arrived on time Finally on the way! Happy to see my taxi arrive TAXI CAB SCENARIO Current Journey Map
- 30. @siuhosein TAXI CAB SCENARIO Current Journey Map Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment Confusion and anx- iety not knowing if taxi will arrive Upset that extra driver that appeared cussed at me Stressed out watch- ing meter rise while driver appears lost Annoyed that I had to pay cash Relieved to have arrived on time Finally on the way! Happy to see my taxi arrive • Mobile site • Customer service • Cell phone • Taxi driver • Cell phone • GPS • Taxi driver • Credit card machine • Cash/Float
- 31. @siuhosein TAXI CAB SCENARIO Current Journey Map Call for a taxi Grab coffee nearby Call for a taxi again Pace around entrance Hop into taxi Help direct driver Pay with credit card Pay with cash “I guess I’ll choose the first taxi that shows up in my phone search” “If I hurry, I think I can grab a coffee before my taxi ar- rives” “Hmmm, I’ve wait- ing for awhile, I wonder what’s tak- ing so long...” “Should I wait in- side or outside? I don’t want them to miss me” “Wow, two taxis arrived by mistake! The extra driver was very unhappy with me” “The meter is run- ning high really quickly” “I’m not sure if my driver knows the best route” “What a surprise, the credit card ma- chine is not working again” “Good thing I had cash on me, but now I’ll have to find an ATM since I needed that mon- ey” Waiting Riding Payment Confusion and anx- iety not knowing if taxi will arrive Upset that extra driver that appeared cussed at me Stressed out watch- ing meter rise while driver appears lost Annoyed that I had to pay cash Relieved to have arrived on time Finally on the way! Happy to see my taxi arrive How can passengers better estimate taxi arrival times? How can taxi drivers better coordinate/ communicate with each other? How can passengers better predict the cost of a taxi ride?
- 32. @siuhosein JOURNEY MAPPING COMMANDMENTS Identify what users are doing (what are their actions?) Identify stages in the journey Identify what users are thinking (how are they making key decisions?) Identify & highlight emotional points (positive & negative) Identify components (touchpoints, channels, environments) List insights and opportunities for design
- 33. @siuhosein Identify what users are doing (what are their actions?) Identify stages in the journey Identify what users are thinking (how are they making key decisions?) Identify & highlight emotional points (positive & negative) Identify components (touchpoints, channels, environments) List insights and opportunities for design JOURNEY MAPPING COMMANDMENTS
- 34. @siuhosein Identify what users are doing (what are their actions?) Identify stages in the journey Identify what users are thinking (how are they making key decisions?) Identify & highlight emotional points (positive & negative) Identify components (touchpoints, channels, environments) List insights and opportunities for design JOURNEY MAPPING COMMANDMENTS
- 35. @siuhosein Identify what users are doing (what are their actions?) Identify stages in the journey Identify what users are thinking (how are they making key decisions?) Identify & highlight emotional points (positive & negative) Identify components (touchpoints, channels, environments) List insights and opportunities for design JOURNEY MAPPING COMMANDMENTS
- 36. @siuhosein Identify what users are doing (what are their actions?) Identify stages in the journey Identify what users are thinking (how are they making key decisions?) Identify & highlight emotional points (positive & negative) Identify components (touchpoints, channels, environments) List insights and opportunities for design JOURNEY MAPPING COMMANDMENTS
- 37. @siuhosein Identify what users are doing (what are their actions?) Identify stages in the journey Identify what users are thinking (how are they making key decisions?) Identify & highlight emotional points (positive & negative) Identify components (touchpoints, channels, environments) List insights and opportunities for design JOURNEY MAPPING COMMANDMENTS
- 38. @siuhosein
- 39. @siuhosein Doing
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- 50. From the Chat Box #VDS2020 @Design4AHS Tweet us your burning questions and tag us @Design4AHS #VDS2020 Use the chat box to ask Andrew anything you like.
- 51. Visualize
- 52. Validate
- 56. Caregivers for the elderly Attending the hospital clinic in cold weather Getting to appointment safely and on time Arrive in car at hospital Drop Gramma off at clinic entrance Circle and circle for parking Park the car Try to pay for parking Race to the front entrance “I have no idea where I’m supposed to park” “Oh good, there’s a bench for her while I park.” “This is taking forever! She is going to get worried!” “I have no idea where I am or where the clinic is.” “This meter doesn’t take debit and I don’t have cash!” “Gramma is going to be confused and worried!” HMW inform pts where to park? HMW create comfortable drop-offs? HMW let ppl know where empty parking spots are? HMW make it easy to park close to the clinic? HMW drop breadcrumbs? HMW make parking payment quick and easy even without credit cards? HMW take care of the elderly while their caregivers are parking? #VDS2020 @Design4AHS
- 57. Explore the emotional journey of the user Synthesize insights visually Use HMW to define your focus area Follow your intuition Key Takeaways #VDS2020 @Design4AHS
- 58. Design Thinking Process Mindset + Culture Discover Map Ideate Decide Build Test #VDS2020 @Design4AHS
- 59. Next Week #VDS2020 @Design4AHS Brainstorming is a lot more than shouting at a whiteboard. Learn practical tools and insider tips on how designers ideate. Josina Vink Building Creative Confidence Josina is an Associate Professor in Service Design at Oslo School of Architecture and Design in Norway.