putting people first at steelcase

CLO Symposium April13,2010

Steelcaseinc.

What’sinaname?

ResearchandDevelopment

AdvancedConceptsandResearch&Development

WorkSpaceFutures

ResearchandBusinessDevelopment

weareabout

of

through

GainingagreaterunderstandingWork,workers&workspacesHumanCenteredDesign

WorkSpaceFutures

“Ba”

Theconceptofexplicitandtacitknowledge

OurCoreBelief

Ask

Torevealtheexplicit

WaysofKnowing

Observe

Torevealthetacit

Engage

Torevealthelatent

a process for human-centered design

•   secondary research

•   conversant with language

•   trend analysis

•   photography, ethnography

•   contextual interviews

•   participatory design

•   patterns recognized

•   Insights developed

•   design principles articulated

•   create thought starters

•   develop new solutions

observe synthesize realize prototype measure understand

Understand

conductsecondaryresearch

reviewmarketresearch

uncovertrends&relationships

Observe

conductprimaryresearch

runfieldobservations

conductcontextualInterviews

participatorydesign

WorkaroundsObstaclesConflictsWearpatterns

ThingstolookforThingstolookfor

WorkaroundsObstaclesConflictsWearpatterns

Shadowing

Timelapsevideo

ParticipatoryDesign

Synthesize

shareresearchfindings

discoverinsights

createdesignprinciples

ELITO

Clustering

Realize

visualizeproduct&applicationconcepts

packagefindings

circulateideas

Designcharettes

Conceptualsketches

Prototype

buildfull‐scalemodels

runsimulations

collectdata

Foamcoreprototypes

Measure

conductexperiments

providefeedback

iterateandtest

It’saboutthepowerofphotosandstoriestocreatenewmarkets,newproductsandnewexperiences.

HumanCenteredDesign

Thesearchforthe“goldendocument”

“Outofsight,outofmind”

The“hallwayofmisery”

Examplesfromcurrentresearch:

Classrooms

What's the difference between these classrooms?

Not much. And that's the problem.

c.1900 2010c.1957

•understandinghowpeoplelearn

thebrain/anfa learning,memory,physical& physicalspace

•learningtheory switchingbetweenmodes

•assessmentandsimulation

learningbydoing

LearningandtheBrain

•communitiesofpractice

SocialLearningTheory

mentoringandapprenticeship

importanceofvisibility

•collaboration

switchingbetweenmodes

Iandwe

atomsandbits

The Social Life Of Information

.accommodatebothsingle‐andmulti‐focusmodes

.enablingeaseofinformationsharing&immersion•  makethinkingvisibleandpersistent

Sequentialsingle‐focus

Simultaneousmulti‐focus

Enable students and faculty to share information in new ways Allowallclassroomstoeasilytransitionbetweensingle‐andmulti‐focusmodes

Learn Lab Steelcase University

Examplesfromcurrentresearch:

KnowledgeManagementandPhysicalSpace

KnowledgeWorker“Knowledgeworker,atermcoinedbyPeterDruckerin1959,isonewhoworksprimarilywithinformationoronewhodevelopsandusesknowledgeintheworkplace.”

“DuetotheconstantindustrialgrowthinNorthAmericaandglobally,thereisincreasingneedforanacademicallycapableworkforce.Indirectresponsetothis,KnowledgeWorkersarenowestimatedtooutnumberallotherworkersinNorthAmericabyatleastafourtoonemargin(Haagetal,2006,pg.4)”

“AKnowledgeWorker'sbenefittoacompanycouldbeintheformofdevelopingbusinessintelligence,increasingthevalueofintellectualcapital,gaininginsightintocustomerpreferences,oravarietyofotherimportantgainsinknowledgethataidthebusiness”

IntellectualCapital

ThomasStewartin,TheNewWealthofOrganizations,understandsIntellectualCapitalasawaytovalueanorganization.Wedefineitas:

HumanCapital+SocialCapital=IntellectualCapital

HumanCapital:AdamSmithsawhumancapitalas“skills,dexterity(physical,intellectual,psychological,etc)andjudgment.”TheIntelligencewewerebornwithandwhatwehavelearnedinlife.

SocialCapital:JamesColemandefinedsocialcapitalas”anythingthatfacilitatesindividualorcollectiveaction,generatedbynetworksofrelationships,reciprocity,trust,andsocialnorms”

IntellectualCapital:is”knowledgethatcanbeexploitedforsomemoney‐makingorotherusefulpurpose.”

KnowledgeCapital

KarenStephensondefinesknowledgecapitalas:

HumanCapital+SocialCapital+Artifacts=KnowledgeCapital

HumanCapital:AdamSmithsawhumancapitalas“skills,dexterity(physical,intellectual,psychological,etc)andjudgment.”TheIntelligencewewerebornwithandwhatwehavelearnedinlife.

SocialCapital:JamesColemandefinedsocialcapitalas“anythingthatfacilitatesindividualorcollectiveaction,generatedbynetworksofrelationships,reciprocity,trust,andsocialnorms”

Artifacts:“anyobjectmadeormodifiedbyahumanculture“.

Canweusephysicalspace+artifactstohelppeoplelearnfromthepast?

CanIntelligentSpaceshelpsmartpeoplesolvehardproblems?

Thelabisaprototypespaceintendedtoenablethesharingofinsightsfrompastandcurrentresearch.

SociologyLab

FloorPlan

ProjectDrawers

ProcessMap

Synthesis

InsightTiles•  Workplace,•  HigherEducation•  Healthcare

ThresholdDendriteMaps

MediaArchiveCoolirisforobservationphotos

ThresholdAtthecrossroadsofProductDevelopmentatSteelcase

ThresholdasBoundarySpanner:FoodisaGrandattractor

InsightsTiles–Insight,TrendandFrameworktilesTobeusedasbuildingblocksfor

conversations,brainstormingordevelopingnewideas.

InsightsTiles:Workplace,HigherEducationandHealthcaretiles

MediaArchive:Thecooliristoolallowsuserstoeasilyviewandorganizephotosfrompastobservations

ProjectDrawers:Themergingofphysicalanddigitalarchives

ProjectDrawers:Themergingofphysicalanddigitalarchives

test

nowandalways

learn

toseetheeverydayinnewways

brand

thewholebywayoftheparts

build

fromtheinsideout

Space Matters

Examplesfromcurrentresearch:

TheSocialLifeofLearning

powered tables

Front porches and impromptu interactions…utilize the between space

Transposition of expectations

Steelcase Leadership Community

Collaborative content creation

The Collaboratory

Entrance to Steelcase University