Human Centered Design methodologies: Experience Design (part 2: because I think that I understand now?)

Today’s listening content

I am still a little unsure of Experience design.

I am now more in the dark again about HCD.

But, in regards to HCD I do know these things:

  • It’s collaborative:
    This.  I like it.
    mfup8myrf1smeI know that I know some things, I have experience and skills in certain areas, but I don’t know everything. I also have weaknesses and I cannot do everything on my own. This is where you collaborate with  others who have knowledge, experience and skills in areas where you do not and who complement your weaknesses.
    I understand there is not utopian collaborative group out there, but still creating something that is an improvement is a major accomplishment and I hope to achieve many.
  • It utilises  psychology
    I am so interested in psychology, I kind of wished that I did it at uni, but I opted for chemistry instead. (I guess that I wasn’t ready for it then, but I am not going back to uni)
    It looks at behaviours of people and how they react/feel about something and attempts to design it around the HUMAN
  • Problem Solving
    Another thing that I like very much. I am very keen on problem solving which results in continuous improvement.
    I did a lot of this in one of my previous jobs, where I was CAPA (Corrective Actions Preventative Actions) Coordinator. In this role, there were many manufacturing investigations of processes or machinery etc that would break down or just not function efficiently.  I would perform root cause analyses on the problems to pinpoint where the issue was and would set up solutions (otherwise known as corrective actions or preventative actions) to fix it.

So far, this is what I know what HCD can offer me in a role and so far I am liking it.

Back to Experiment Design….
I mentioned to my mentor (Design Yoda) that the concept of experiment design confused me and when I read about it, it felt similar to user experience, with some people mentioning things where it felt similar to service design.
There was also the fact that I cannot use that diagram anymore; from Franki Simonds’ post, to assist in explaining all of the methodologies to myself.

So Design Yoda did explain experimental design to me briefly.

Well… She said that, “Experience cannot be designed, but we can design for experience”
And to do that, she mentioned that, “You use behavioural research and data to design for latent needs”

Now… THAT made sense to me AAAANND, I really liked the sound of behavioural research.
Lets just say at uni, when I was doing my degree, I really loved instrumentation in analytical chemistry. The reason for that is that under certain conditions we know; because of research, that a particular compound, molecule or atom, would behave the same way each time, so you would design the parameters, to ensure that you would get that reaction that you would expect. So I guess that experience design is like that.
Though, I have made it sound like manipulation, but I don’t want to manipulate, well not for the greater evil/bad. I would like to improve on the world; on how things are done and how people treat each other.

On another note:
I was suggested to purchase two books for some light reading. These were:- The Design of Everyday Things. By Donald A. Norman
– Hello World: Where Design Meets Life. By Alice Rawsthorn

I have started reading the first one on the list, but I have not really made a dent in it.
So with that, I bid thee adieu.

 

Sign off: Fox

 

 

Human Centered Design methodologies: Experience Design (part 1: because I am so very confused)

Today’s listening content and this too

The last couple of days, (yes including work time :O) I have been looking up other methodology of HCD. In summary; from what I have understood from Franki Simonds’ article, HCD encompasses the following four methodologies; my understanding is that you can’t do HCD without them and them being a stand-alone, doesn’t mean you are accomplishing HCD, you may be doing some other type of design??

(Just a copy and paste from a previous blog post)

  • User Experience (UX) Design
  • Experience Design (XD) or Interaction Design (IxD)
  • Service Design
  • User Interface (UI) Design
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Image showing how HCD encompasses the methodologies and that you cannot have one with out the other. Source

Now, besides the fact that the majority of the sites out there are only referencing technical applications of design, more specifically experience design; when I am looking for an overarching definition, as design can be applied to everything. Example, colleague in my current role calls me setting up their training program on the off the shelf software ‘configuration’ and I call it ‘designing’ (always have, didn’t start when I started to learn about this)

So, again (also have to use the word ‘so’ less at the beginning of a sentence), I am trying to figure out what is experience design, more so, even more than the technical application of the term, it feels like it gets combined with user experience design, A LOT! When they aren’t the same thing.

Another thing that has confused me, is that when I look above at the first image that I have posted, it implies that experience design encompasses UX, however, when I have researched it further, I find this:

the-disciplines-of-user-experience-design_51029d505f014

This venn diagram implies that Experience Design (known as Interaction design in the diagram, lies within the scope of user experience. If that is the case and I am finding all of this confusing, should I just give up?

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No, I am kidding. I am not going to do that. I just wanted an excuse to use a gif.

Maybe I should stop trying to set a specification on HCD and basically just have a diagram looking like:

my-hcd-understanding

It’s messy, I know, I did a quick thing on word 😛

Because maybe, just maybe, interaction design and experience design are different as well?

Going back to Experience Design though, one source defines it as:

“A design practice focused on human outcomes, in particular the level of engagement and satisfaction that the user derives from a product or service and the relevance of the experience to their needs and context.” (1)

To be honest, that definition, after really thinking about it, does not give me a practical real world definition and it kind of feels like a service design thing all over.

So, as it is a quarter to 11, and staying up wont help me figure it out any sooner, I bid thee adeiu so I can catch some zee’s

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To be continued; later…

Sign off: Fox

 

 

 

  1. What is experience design?

 

Human Centered Design methodologies: Service Design

Today’s listening content

So yesterday, I was learning about HCD and how UX is a part or a process that is part of HCD and along with UX, there are other methodologies that form HCD.

These are:

  • User Experience (UX) Design
  • Experience Design (XD) or Interaction Design (IxD)
  • Service Design
  • User Interface (UI) Design
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Image showing how HCD encompasses the methodologies and that you cannot have one with out the other. Source

Thanks to Franki Simonds, I was introduced to the methodologies, however, she only defined the methodologies from a digital services perspective. And as much as it is the digital age and technology is  a HUGE aspect of our lives and will only get bigger, there is still the need for more social and physical improvements to our world, so I do not want to limit myself to an understanding from a digital services perspective.

Back to learning about the methodologies and why I didn’t continue yesterday. What stumped me with the methodologies was that I was trying to figure out practical examples of how each of them are applied. Because I know myself and I know that if I don’t understand the definition, I do not understand it at all. Because to me, a definition is just words.

So again, I will attempt to understand the differences between the methodologies.

Service Design

This methodology is concerned with improving the quality of the service provided (3) by making it meet the user’s and customer’s needs for that service (2). Some industries may call this customer experience (4), however customer experience is what the person perceives about the service, and service design is what goes on in the background to help achieve the experience that the customer has. (I hope that makes sense) (wait, no one reads this but me, so I will make it more sensical for me)

Service design includes concepts or steps or points to look at such as things called Touchpoints (4). These are defined as:

  • ‘any point of contact between a Customer and the Service Provider’. (5)
  • ‘the medium through which value exchanges happen, leading to the outcomes of a service.’ (4)

Now, there 5 types of touchpoints stated (4)

  1. People: This includes the customer or user themselves as well as the employees who provide the services and the people who designed and created the service itself.
  2. Place: This can be either physical, virtual or both, e.g. a bank; you can go into the branch and there are apps for that too. This is the medium in which the service is provided
  3. Props: These are the items used to produce the service
  4. Partners: This is other businesses that contribute to the service, by either being in the initial designing stage of the service (such as a consulting company like Accenture or Deloitte) or assisting you with delivering that service (such as UPS is for Amazon)
  5. Processes: This is about the workflows that are designed and used to produce the service. I wonder if it is the same as value stream mapping in lean management?

Now, service design is just one of the aspects of HCD. Just one of the methods or tools used to develop a whole rounded product. There is no point in having a flashy website that looks beautiful, if the service isn’t there.

I will give an example of something that I had years ago that looked absolutely amazing, but it was shit to work with. Anyone remember the LG chocolate?
Now this mobile phone, OH MY GOSH, so pretty, the GUI was so nice to look at, the whole thing was smooth, it was just great. But really, what is the point of it being a mobile phone, if you could hardly get any reception?

Thoughts about today’s learnings:

  • I just thought that I would be learning about service design, but customer experience popped up and is something similar, which sometimes I wonder why people just don’t use the same term and just broaden it. But then that would get more confusing, so I wonder, what is better? More terms? or Broader definitions?
  • Design is no longer just about aesthetics, such as graphic design, interior design, architecture.. Its more… its about the processes used during the use of a product be it tangible or not. Its about more than just how a customer perceives their experience when using a product. It starts off with the conception of an idea. The thought, all the way through to the end product and HOW the person FEELS about it all.
  • Also, there are way too many websites out there with content, some being the same, which is good, because it means that you don’t get confused as much, but some are different and for someone like me learning about design, I don’t have an opinion yet, because I am just learning, I am keeping an open mind. But the bad thing about that is, what if I learn the wrong thing? Also I am not saying that this blog is more content, its just something that I have to learn and to type thoughts out. If people want to comment and discuss I am more than happy to do so.

List of resources used:

1. Human Centred Design vs Design Thinking vs Service Design vs UX …. What do they all mean?

2. The Principles of Service Design Thinking – Building Better Services

3. Service Design Toolkit

4. Service Design 101 (This is a good website)

5. Defining the Touchpoint

 

More Homework: Design Thinking. What is it?

Sign off: Fox

Design Lingo & Jargon

OK. I know, posting twice on the same day… Like does this fox even have a life?
The answer to that is yes.

So just to discuss here some of the things I have learned so far:

(my homework was listed in this post)

But first, I watched this other video, Dear Design Student which was recommended by Design Yoda.
There were three design veteran experts/veterans; Liam Campbell, Erika Hall and Mike Monteiro, were on a panel for questions and discussions surrounding the design industry from people who are already in it and for those just starting out.

So the main points that I took away from this video were:

  • “They think that design is a spread that you put on a crappy solution” – Erika HallMy understanding is that you start off with the problem/issue/root cause. You then think of solutions or mitigations… basically, JUST ideas.
    You then design the solutions. You just don’t make them, implement them and hope for the best.
  • “Give zero Fucks” – Erika Hall
    An answer to a question regarding women in the design industry, because a lot of women, including myself are worried about being liked. And what I should be worried about is doing my work and my enthusiasm and passion for the work that I want to do, will make me likable
  • Getting to know good smart people and having good relationships with them, will help me better move around in my career
  • “The more people who refuse to stay in a negative situation, is feedback for that system”Applicable to work environments.
    I don’t think people realise the strength that they have in numbers. If they don’t like something, challenge the status quo and if that gets exhausting because they won’t listen, LEAVE! it took me so long to learn that.
  •  Liam Campbell likes Steven Universe. So I no longer feel like I am the only adult that watches that show

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Now to some lingo that popped up

Context Aware:

In terms of design, it refers to the space within which you are designing in

Example: There’s the context of the product – what it is used for, who by, what it’s made of. Then there is the context of the making: by who, where, when, how long, with what. And then you can delve further into pre-manufacture

Now to a couple of articles that I read about Human Centered Design (hereafter known as HCD)

One main one that most people refer to is one from IDEO.org, where it states that:

“Human-centered design is a creative approach to problem solving… It’s a process that starts with the people you’re designing for and ends with new solutions that are tailor made to suit their needs.”

That was a good two paragraphs that explain an introductory definition.

But as always, I wanted MORE…..

So the next article was from Francesca (Franki) Simonds where she gave a good overview of what HCD is and explained that it is a framework that is linked to methodologies like user experience (UX) design, service design, user interface (UI) design and more. Also, just a side note; a methodology is a system of methods used in a particular area of study or activity.

So, going back to the article; she explained that HCD encompasses all of those things, so when you would see jobs on job boards looking for UX designers, or UX/UI designers, they are just designers using JUST one or TWO methodologies, when there is a whole lot of methods and ways of thinking to apply to the design process.

Which, I have now decided, I don’t want to just be a UX designer. I want to be a HCD designer! (yes I know that may not be a thing, but bear with me on this) I want to be able to utilise all tools. Not just one! How can you think outside of the box and design something with just ONE tool! OK I know people with a chisel can make carvings of… I dunno.. Ducks… but sooner rather than later, you will get sick of making ducks and you won’t want to make or give any ducks at all…. (did you see what I did there? :P)

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 OK, so going back to what I have learned thus far about HCD.
HCD is a framework which includes the following methodologies are used or applied to solve a problem.
The methodologies are as follows: (please note: all of the following information is my understanding of what Franki Simonds wrote in her article, also, I do not understand all of it yet…)
  • Service Design:
    Organising people and processes to make things run more efficient. I am thinking value stream mapping in lean daily management would be a good tool for this.
  • Experience Design:
    Not to be mistaken with UX design.
    Still trying to figure the difference out with examples
  • User Experience Design (UX)
  • User interface design

There is so much more that I need to read up, so I am going to leave this homework here for now and come back to it later.

Signing off
~Fox