The opportunity to hone my service design skills came again when I signed up for the Fast Prototyping Competition. To be perfectly honest, I didn’t even read the description, I just signed up as I knew that it would be a good experience and a great challenge. Probably because I didn’t read the description, I didn’t realise that it would be a limited event. But with about 20 people attending it was small and highly motivating. The actual name that was given on the day for this event was “Aaltoes-Fjord Service Design Challenge”. There were three guys there from Fjord to help guide us through this process- Juska Teittinen, Mox Soini, and Ville Päivätie.
We had just 9 hours to do ¾ of a Double Diamond (or 3/5 circles of the Fjord process) and present our work. It was fast prototyping alright! One of the greatest features for me was the fact that we were doing work for a real client. Fjord had come with a big client for the Finnish market to see if we could help them out with their service concepts. We were given the brief of a large travel company in Finland. It has identified 5 market segments and wanted an idea for as many segments as possible. So in this case, there were 4 teams and therefore 4 different segments were used. I really don’t know if we are allowed to share the client’s name, so I will not do that here Continue reading →
Just 3 short weeks after our Service Processes and Methods course was the Global Service Jam 2015. What a blast…and what an excuse to bring out the shiny new tools that Marc gave us. I don’t know about anyone else from the SID programme but I was able to utilise both the tools taught to us as well as the facilitation methods.
I know it sounds crazy but after all those Marc Stickdorn heads were circulated for his birthday photo, I couldn’t get his lessons from earlier in February out of my head. That is why I took one of those heads and wrote him a thought bubble. “What would Marc Stickdorn do?” I was inspired by all the Christians in the US who try to answer difficult problems by asking themselves what Jesus would do. It was the same thing (in my mind anyway).
I was trying to channel my inner Marc to have the strength and clarity to proceed through the next 48 hours to change the world…well, that is what we were told we were doing.
Letting go: the theme is what? Huh? Did he just say….?
As a first-timer I felt strangely calm (it might have been naivete) as the process started. The anticipation of the revealing of the theme and the inspirational talks by Jani Turku and Anton Schubert were a great start to the event. I really enjoyed the humour and the ease at which Jani was able to teach us some lessons about interaction and fun. Who knew it could be so interesting repeating 1, 2, 3, 1, 2, 3! But I also enjoyed Anton’s inspiring story of his “humble beginnings” as a mechanic.
As for the challenge…I think that everyone was stumped when the theme was revealed. I even sarcastically joked that “that must be the theme” when the instructions for the origami fortune teller was revealed…unfortunately I was right. What a theme. Not what I expected at all. But it really put us all in the same boat. This isn’t something that one person could say that they knew and that they were an authority on…it was a leveller for sure. The atmosphere when everyone (finally) realised the theme was electric. The buzz was confusion, anticipation…but mostly confusion from what I saw.
E6/E4, FORTH, HCD, 3 Is, Hasso-Plattner, 4D/DoubleDiamond, SDT…these are all methods that have come up during the reading for this class and in class. Whatever the method, the point is to have a process that is collaborative (between team members but also between the team and the intended consumers and also the unintended consumers), with well-placed moments of divergence and convergence, and involves some kind of hacked prototype. Only from these very roughly described actions can a team have the beginnings of a workable idea. Depending on what you are trying to accomplish and who is involved will depend on which of these many models serves you and your team(s). These processes then rely on a handbag full of various “tools” that can be accessed when needed. And you will not need all the tools all the time.
During the first days of classes we were introduced to the “Top Ten” tools in Design thinking (Tschimmel, 2012). Of those ten we used 6 in the class project: minds maps, brainwriting, visual confrontations, storyboarding, rapid prototyping, and storytelling. But we also used interviews and a mood board to get the process started in class. One of my favourite points that was reiterated over the three days and in the readings was the fact that the first ideas are the ones “in the box” and that to really access the great ideas you have to go through many processes to jumble everything up first. This allows the participants to step back and really let their imaginations work on another level.