Human Centered Design

Human Centered Design
Rebecca Ackerman
rebecca@codeforamerica.org
!
Jacob Solomon
jacob@codeforamerica.org
!
Tamara Manik-Perlman
tamara@postcode.io
Agenda
Human Centered Design
Definition
Non-HCD Horror Story
How to Use HCD
San Francisco and Code for America
Promptly
Agenda
Human Centered Design
Definition
Non-HCD Horror Story
How to Use HCD
San Francisco and Code for America
Promptly
“
Human-Centered Design (HCD) is a way to
create new solutions for the world. Solutions
include products, services, environments,
organizations, and modes of interaction. The
reason this process is called “humancentered” is because it starts with the
people we are designing for.
Core Ideas
• People are the experts
• Empathy is at the core: observe and
enact
HCD is not
• Something entirely new
• Rigid
• A one-shot deal
Human Centered Design
Definition
Non-HCD Horror Story
How to Use HCD
San Francisco and Code for America
Promptly
Hear (& Experience)
Observe human experience
H
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71
Introduction
Human Centered Design
HEAR
Create
Understand what you’ve seen
through brainstorming and prototyping
CREATE
Deliver
Implement what you’ve done
DELIVER
TOOLKIT OF HUMAN-CENTERED
HUMAN CENTERED DESIGN METHODS
Underst
Looking
Methods for observing
h
human
experience:
i
Hear (& Experience)
• Understand
context: needs,
barriers, and
constraints
ETHNOGRAPHIC RESEARCH
o
o
o
o
Interviewing
Contextual Inquiry
Walk-a-Mile Immersion
Fly-on-the-Wall Observation
...
PARTICIPATORY RESEARCH
o
o
o
o
-
What’s-on-your-Radar?
Build-your-Own
Buy-a-Feature
J
Journaling
li
...
EVALUATIVE RESEARCH
o
o
o
o
Usability Testing
Heuristic Review
A/B Testing
System Usability Scale
...
© 2011 LUMA Institute, LLC and its licensors. All Rights Reserved.
LUMA–11019
Methods for analyzin
challenges
h ll
and
d oppo
PEOPLE & SYSTEM
o
o
o
o
Stakeholder Map
Persona Profiles
Experience Diagr
Concept Mapping
...
PATTERNS & PRIOR
o
o
o
o
Affinity Clusterin
Bull’s-eye Diagra
Importance/Diffi
Vi
Visualize-the-Vot
li
h V
...
PROBLEM FRAMING
o
o
o
o
Problem
P
bl
T
Tree A
An
Statement Starter
Abstraction Ladd
Rose, Bud, Thorn
...
TOOLKIT OF HUMAN-CENTERED
HUMAN CENTERED DESIGN METHODS
Understanding
Looking
Methods for observing
h
human
experience:
i
Create
ETHNOGRAPHIC RESEARCH
o
o
o
o
Interviewing
Contextual Inquiry
Walk-a-Mile Immersion
Fly-on-the-Wall Observation
...
• ID patterns
• Brainstorm
• Make ideas real
• Gather feedback!
PARTICIPATORY RESEARCH
o
o
o
o
-
What’s-on-your-Radar?
Build-your-Own
Buy-a-Feature
J
Journaling
li
...
EVALUATIVE RESEARCH
o
o
o
o
Usability Testing
Heuristic Review
A/B Testing
System Usability Scale
...
© 2011 LUMA Institute, LLC and its licensors. All Rights Reserved.
LUMA–11019
Methods for analyzing
challenges
h ll
and
d opportunities:
ii
PEOPLE & SYSTEMS
o
o
o
o
Stakeholder Mapping
Persona Profiles
Experience Diagramming
Concept Mapping
...
PATTERNS & PRIORITIES
o
o
o
o
Affinity Clustering
Bull’s-eye Diagramming
Importance/Difficulty Matrix
Vi
Visualize-the-Vote
li
h V
...
PROBLEM FRAMING
o
o
o
o
Problem
P
bl
T
Tree A
Analysis
l i
Statement Starters
Abstraction Laddering
Rose, Bud, Thorn
...
Makin
Methods for envis
f
future
possibilitie
bl
CONCEPT IDEATI
o
o
o
o
Thumbnail Ske
Creative Matrix
Round Robin
Alternative Wo
...
MODELING & PRO
o
o
o
o
Storyboarding
Schematic Diag
Rough & Ready
Appearance Mo
...
DESIGN RATIONA
o
o
o
o
Conceptt P
C
Poster
t
Video Scenario
Cover Story Mo
Quick Referenc
...
Deliver
• Move from
prototype to pilot
1
H
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Introduction
Human Centered Design
HEAR
CREATE
DELIVER
2
H
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71
Introduction
Human Centered Design
HEAR
CREATE
DELIVER
“
Yo u r C a l F r e s h ( F o o d
Stamps) quarterly report
(QR-7) is due on Friday, July
5th.
!
Need help? Call (415)
558-1001.
3
H
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71
Introduction
Human Centered Design
HEAR
CREATE
DELIVER
CalFresh
(Food Stamps):
Your CalFresh
benefits may stop
at the end
of this month.
Questions?
Call (415) 558-1001.
CalFresh
(Estampillas de
Comida):
Sus beneficios de
CalFresh podrìan
descontinuarse al
final de este mes.
¿Preguntas? Llame
al (415) 558-1001.
糧食券:
你的糧食券福利
可能會在本月底
停止. 有問題 ？
請致電
(415) 558-1001.
What’s next?
San Francisco
• Maintaining the application
• January: texted 70 clients - more
than 1/2 called back
• Continuing HCD at HSA
• Understanding use
• Developing new features
New Agencies
• CalFresh providers in other cities and
counties
• SNAP providers in other states
• Other human services agencies