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Mini project for today:

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

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Mini project for today:

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  1. Mini project for today:

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

  3. Mini project for today: Improve the airport security experience . . . What could we do to improve the airport security experience?

  4. Looking for gaps between the human experience and system needs

  5. We draw insights from extremes . . . Extreme users Experts

  6. We draw insights from extremes . . . Dan Kenia Extreme users Experts

  7. We draw insights from extremes . . . Dan Extreme users Experts

  8. What did we learn? move freely & at own pace “I’m always ready to up and move... wheelies are the death of travelers” 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” amused by the process “it’s amusing... I love watching them scurry”

  9. We draw insights from extremes . . . Kenia Extreme users Experts

  10. 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” wheelchairs solve other needs “90% don’t know where they’re going, don’t speak english, or their bags are too heavy” 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”

  11. What else did we learn? didn’t feel safe being open & honest wore coat over TSA uniform manager called to follow up

  12. move freely & at own pace “I’m always ready to up and move... wheelies are the death of travelers” 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” thinks he knows better “if they were smart... there’s got to be a better way” wheelchairs solve other needs “90% don’t know where they’re going, don’t speak english, or their bags are too heavy” more choices & effect process “I have no choice... I can’t effect the outcome” long processes make time go by faster “the time goes by faster because it’s a longer process” doesn’t feel respected by other employees “least favorite part is the way other employees treat us” willing to signal special cases “i’ll be up front about it rather than sneak it through” amused by the process “it’s amusing... I love watching them scurry” didn’t feel safe being open & honest wore coat over TSA uniform, manager called to follow up

  13. move freely & at own pace “I’m always ready to up and move... wheelies are the death of travelers” 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” amused by the process “it’s amusing... I love watching them scurry”

  14. move freely & at own pace HMW help travelers move freely & at own pace? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process?

  15. move freely & at own pace HMW help travelers move freely & at own pace? 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” thinks he knows better HMW leverage the cleverness of travelers to improve the system? wheelchairs solve other needs “90% don’t know where they’re going, don’t speak english, or their bags are too heavy” more choices & effect process HMW give travelers more choices to influence process? long processes make time go by faster “the time goes by faster because it’s a longer process” doesn’t feel respected by other employees “least favorite part is the way other employees treat us” willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process?

  16. move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? thinks he knows better HMW leverage the cleverness of travelers to improve the system? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? more choices & effect process HMW give travelers more choices to influence process? long processes make time go by faster HMW help time go faster for airport employees? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process?

  17. move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? thinks he knows better HMW leverage the cleverness of travelers to improve the system? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? more choices & effect process HMW give travelers more choices to influence process? long processes make time go by faster HMW help time go faster for airport employees? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process? didn’t feel safe being open & honest wore coat over TSA uniform, manager called to follow up

  18. move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? thinks he knows better HMW leverage the cleverness of travelers to improve the system? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? more choices & effect process HMW give travelers more choices to influence process? long processes make time go by faster HMW help time go faster for airport employees? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process? didn’t feel safe being open & honest HMW help airport employees/travelers feel safe being open & honest?

  19. move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? thinks he knows better HMW leverage the cleverness of travelers to improve the system? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? more choices & effect process HMW give travelers more choices to influence process? long processes make time go by faster HMW help time go faster for airport employees? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process? didn’t feel safe being open & honest HMW help airport employees/travelers feel safe being open & honest?

  20. HOW to brainstorm: Rules

  21. Form teams Warm-up: “… yes and …”

  22. move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? thinks he knows better HMW leverage the cleverness of travelers to improve the system? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? more choices & effect process HMW give travelers more choices to influence process? long processes make time go by faster HMW help time go faster for airport employees? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? willing to signal special cases HM travelers reveal special baggage or security needs? amused by the process HMW help travelers laugh during the process? 12 min didn’t feel safe being open & honest HMW help airport employees/travelers feel safe being open & honest?

  23. IDEATION : Select multiple concepts Use contrasting selection criteria to preserve innovation potential

  24. Dishmaker by Ted Selker and Leonardo Bonanni from MIT

  25. keep it LO-RES

  26. carry MULTIPLES

  27. Prototyping Activity INDIVIDUALLY Select one of your selected concepts Make two sketch versions of that idea 5 min

  28. Test with another person from your team. Build on each other’s ideas. 3 min each or 6 min total

  29. Get Feedback IN PAIRS OF TEAMS Test your ideas with a partner team. 4 minutes for each share/test, then switch. 8 min

  30. Iterate your solution in response to the feedback you received. 4min

  31. Debrief:

  32. EMPATHY • gives 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 • IDEATION • generates 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 & FEEDBACK • accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable • attitude of experimentation • lo-res experiences

  33. EMPATHY • gives 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 • IDEATION • generates 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 & FEEDBACK • accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable • attitude of experimentation • lo-res experiences

  34. EMPATHY • gives 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 • IDEATION • generates 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 & FEEDBACK • accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable • attitude of experimentation • lo-res experiences

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