DE’s Tools: human-centred design, PD, agile & ethnographic research.
Amongst other tactics they:
- ask questions & challenge assumptions!
- Break-up problems into small chunks
- encourage risk taking & celebrate mistakes
- workshops include co-design for shared understanding, helps bring all perspectives together
- synthesize outcomes to define scope
- desk research (some is usually already done)
- observe research & interviews
- workshop ideas with communications teams
- they gave out packs for people to record diaries in their homes (incl cameras, diaries)
- co-design activities brought people together, so insights were gained & shared (I think this is extremely beneficial and therefore very important for libraries in educational institutions to recognise)
User Experience Strategy
- working with community (not just a Council)
- synthesising findings & keeping users at centre of process
- develop personas (to represent different user perspectives)
- iterative approach to features (tested & feedback built in)
- branding was a challenge – simple terms are important (not jargon) – and this changed brand “personality”
- testing the first release with small group of users also “seeds” the product & they were surveyed
- ambassadors become champions (checking posts, etc.)
- statistics were given about the difference a small change can make
- iterated on design & site architecture also (addition of events & tags stretched design in a final stage)
- agile & participatory approach worked very well with this process delivering transparency
- they released often got feedback & improved services
- the client was happy, good results came, and a new platform was born
Some debate followed about whether “agile” design is good method to use for conservative/cautious clients.
People like to trial and see how things go.
How to engage skeptics or the uninterested? People segment on values, so there is a range and some people are going to be desensitised to the green message. Feeling of being part of a social norm really helps – being part of something, a growing movement. Not just preaching to converted, but giving voice to those who want to get involved. In this project it was not about (do this ) “because” but about “how to” (do something), so when ready, people could consult.
DE are doing some great work around town and in the social innovation and web-design spaces. They were one of the sponsors for Industry Day and are a company to watch in Sydney for sure.