grantmakers in health - human centered design
TRANSCRIPT
Human-Centered Design: A Powerful Tool for Health Funders Presented by
Marybeth Sharpe, Kate Weiland Gordon and Betty Moore Foundation Amy Seng, Nadeem Haidary gravitytank
March 6, 2015
What are you hoping to get out of today’s session?
2
3
4
Organizations focus inward to optimize
5
Human-centered design looks outward for inspiration
Human-centered design is the process of designing products and services rooted in the needs and values of the people who will use them. It starts with empathy and uses creative problem-solving techniques to design, prototype, and implement disruptive solutions.
6
6 Principles for Working Differently
SEE & EXPERIENCE
DIMENSION & DIAGRAM
QUESTION & REFRAME
TEST & SHAPE
PITCH & COMMIT
IMAGINE & MODEL
Observe and gather evidence from the people, context and situation you want to design for.
7
See and Experience
8
Dimension and Diagram
Identify the dimensions of your problem and visualize through diagrams to create shared understanding.
9
Question and Reframe
Question the familiar, the status quo, and typical ways things are done.
10
Imagine and Model
Generate a lot of ideas and model the most inspiring to create momentum.
11
Test and Shape
Deliberately share what you’re working on early and often to get feedback.
12
Pitch and Commit
Put together a short, compelling case for your project that people can get behind.
13
» Design process engaged frontline RNs
» Iterative prototyping » signs » sash » buttons » hand signal » vest
» Rapid buy-in and spread
» >50% sustained reduction in medication administration errors
Medication Administration “No Distraction” Vest
14
Transitional Care Tool: Practical Way to Share Front-line Lessons Learned
» Human-centered design process engaged front-liners
» In-person brainstorming session allowed potential users to:
» Imagine solutions using mash-ups
» Prototype potential solutions
» Pitch prototypes
Applying human-centered design to food deserts
15
DIMENSION & DIAGRAM
QUESTION & REFRAME
TEST & SHAPE
PITCH & COMMIT
IMAGINE & MODEL
SEE & EXPERIENCE
16
We would start by talking to people who struggle to find healthy foods in their community
SEE & EXPERIENCE
» Go shopping with residents.
» “Intercept” people outside convenience stores.
» Interview food distributors, farmers, and store owners.
17
With a mass of information, we’d try different ways of organizing it
DIMENSION & DIAGRAM
» Cluster observations into larger themes.
» Map what people say, do, think and feel.
» Diagram people’s journeys.
18
We’d look for patterns, outliers, and opportunities for change
QUESTION & REFRAME
» How have our assumptions around finding healthy foods been challenged?
» Is there a better way than the status quo?
19
Now what do you do?
IMAGINE & MODEL
» Use storyboards to bring to life the challenges people face.
» Brainstorm solutions.
» Look for inspiration in other industries.
» Quickly prototype the most interesting ideas.
20
HUMAN-CENTERED DESIGN METHOD 1:
Storyboarding
21
A storyboard is a sequence of simple pictures that show key moments in a person’s experience
» Storyboards help you clarify and communicate research to others.
» They put problems in a real, human context and expose pain points (small, specific problems) to solve.
» Storyboards can be made of drawings, photos or diagrams.
22
Storyboard in action
storyboard
pain points
ideas
23
25 MIN ACTIVITY
Storyboarding & Brainstorming
» Let’s split the room in half. One group will explore food deserts, the other doctor’s visits.
» Each group will take a look at a storyboard and identify pain points to solve for.
24
Brainstorming Guidelines
» Capture each idea with a large, simple sketch that includes a brief title or description.
» Once captured, pitch your idea to the group.
» Go for quantity. For now, don’t spend any time discussing and critiquing ideas.
» Use the mashup die to spark new ideas: What would ______ do if they were trying to solve this problem?
25
HUMAN-CENTERED DESIGN METHOD 2:
Prototyping
"If I wanted to check the calendar I'd take it out and press the wooden button”
JEFF HAWKINS Co-Founder, Palm
26
A prototype is an early manifestation of a product or service
» Prototypes give you something tangible to get feedback on.
» Prototyping forces you to make decisions about an idea.
» They represent ideas in a compelling way, creating buy-in for what it would be like if the concept came to fruition.
27
You can prototype just about anything
products communications brands software interfaces environments initiatives, programs events protocols services strategies
28
How do you prototype a strategy or initiative?
To prototype ideas that are broad and abstract, you prototype how people would experience them in the world. You prototype a touchpoint.
29
25 MIN ACTIVITY
Prototyping
» Pick your favorite idea and work individually or in small groups to prototype that idea.
» Take on bite sized challenges, don’t try to solve it all at once.
» Use any of the materials on hand. What you are capable of making is more than sufficient.
» Finally, we’ll ask two groups to pitch their prototype.
30
25 MIN ACTIVITY
Tips and Tricks
Build on existing objects
Changing the label on an existing product or moving around the furniture in your environment can be enough to prototype the idea you have in mind.
Scale things down
Use scale models to make larger ideas more manageable.
Paper prototypes
Large sketches or a series of drawings can be a great way of prototyping (even technology). Creating a new future-state storyboard is also a way of prototyping.
Fill gaps with role playing
Role playing goes a long way communicating parts of the experience that are difficult to prototype. Build props and set up environments to help with role playing.
31
Getting started with human-centered design
» Build empathy for end users by getting out there to shadow and talk to them.
» Look outward and get inspired by ideas from other organizations.
» Include end users in all parts of the process, including designing solutions.
» Embrace iteration by constantly prototyping and testing ideas.
Thank you.
32
Marybeth Sharpe
Kate Weiland
Amy Seng
Nadeem Haidary