SlideShare ist ein Scribd-Unternehmen logo
1 von 41
Downloaden Sie, um offline zu lesen
co-design
an ILMS for the
future
   vala 2012 bootcamp
hello
*waves*
kate
lecturer | information systems school
science and engineering faculty | queensland university of technology

phd student | information systems school
science and engineering faculty | queensland university of technology

coordinates
@katiedavis | @katiedatwork
katedavis.info | k3.davis@qut.edu.au
carolyn
manager | technology innovation
information services | bond university

coordinates
@camcd | camcdona@bond.edu.au
zaana
associate lecturer | information systems school
science and engineering faculty | queensland university of technology

phd student | swinburne university

coordinates
@zaana | z.howard@qut.edu.au
zaanahoward.com
ice
let’s break it
principles
fast
done, not perfect
collaborative
voices for everyone
no spectators
discovery
problem definition
ideation
prototyping
testing
the pitch
http:/
     /vimeo.com/35160709
http:/
     /vimeo.com/35725858
discovery
LET’S GET SOME CONTEXT…
                          you may want to take notes




10:00
discovery
UNDERSTAND THE CHALLENGE

                      what are the main challenges?




10:00
discovery
DEFINE YOUR AUDIENCE

                  map out the current users of an ILMS
                                          who are they?
               do the current challenges face everyone,
                                  or just certain users?



08:00
discovery
DEVELOP A PERSONA

                           choose 1 audience to design for
                      it’s easier to design for *someone*,
           so create a persona to represent the audience,
                   to guide you for the rest of the session



10:00
I	
  have	
  a	
  persona	
  image	
  Jamesut	
  in	
  here	
  –	
   at farmers'
                                          to	
  p enjoys shopping                                                              James’ situation
   just	
  need	
  to	
  wait	
  for	
  my	
  new	
  for the atmosphere and
                                         markets laptop	
  to	
                                                                Goals
                                                                                                                                •      Stop eating out so much

   be	
  set	
  up!	
                    experience.                                                                            •      Eat more healthily to lose weight and support personal training
                                                                                                                                •      Make veggies and salads (part of new diet) taste better
                                                                                                                                •      Feel more connected to the place and community where he
                                                What is getting in the way?
                                                                                                                                       lives
                                                 •     Limited cooking skills
                                                 •     Reluctance to buy food that might go o
                                                                                                                               Frustrations and pain points
                                                 •     Convenience of shopping at mainstream retailers
                                                                                                                                 •    Throwing out unused food
                                                                                                                                 •    Being too busy to have time to enjoy the markets

James                                                                                                                            •    The chore of shopping at mainstream retailers

                                                                                                                               Keywords
Experience shopper                              How will James interact with                                                   masterchef, jamie oliver, tv, celebrity, recipes, community, experience,
                                                                                                                               place, cafe, relaxing
                                                FlavourCrusader?
Age               32
Occupation        Account manager               Referrer Word of mouth
                                                                                                                             James’ story
Education         Bachelor degree               Introduction touchpoint Facebook page
Family status     Single
Location          North Fitzroy, VIC                                                                                           I'm a bit surprised, but I've really been getting into Masterchef and
                                                Questions                                                                      other cooking shows like Jamie Oliver's. I've just started on a health
Challenges        Colour blind                   •    What can I do with the food I have in the fridge?                        kick, signed up for a personal trainer and all that, and I'm really trying to
                                                 •    Are there other markets I can go to?                                     eat a lot better, and that means more vegetables. I don't really like
Online locations: Work, Cafes etc., Mobile       •    What's in season? (so I can get fresher options that last longer in
Computer type: Windows laptop, Samsung                                                                                         them though, so watching the show has helped expand my ideas about
                                                      the fridge)                                                              how I can cook them to make nicer meals.
                  touch phone
Connection type: ADSL2, 3G mobile               Reasons to return
Internet usage: 2–3 hrs                                                                                                        I noticed that they were really pushing seasonal and locally-grown
                                                  •   Look up recipes based on ingredients                                     veggies on the show, and heard from some friends about the local
                                                  •   Finding out what's in season to know what's good to get when             farmers' markets. Now that I've been there a few times, I'm really
Top    ve bookmarked websites:                        at the supermarket
•     Facebook      •   Internet banking                                                                                       starting to enjoy the atmosphere — it feels a bit like a weekly
                                                  •   Tips on cooking techniques and unusual ingredients                       "pilgrimage", a real grounding experience. I get a chance to slow down
•     SMH           •   Masterchef
•     Work webmail                                                                                                             and have a co ee and these great macarons that they sell there, and
                                                                                                                               ease into the weekend. It's cool that I've been bumping into people I
                                                                                                                               know there too — it's got a real community vibe which I've really
                                                                                                                               connected with.
                                                Who in uences James?                                                           As a single guy living by myself I don't go through a lot of food,
Technophobe                            Wired
                                                                                                                               especially when I have a busy week and eat out a bit too much. I really
                                                                                                          TV                   hate throwing out veggies that go o , and I've found that the ones I get
                                                                 Mum                                                           from the markets last longer, which is great.
Mainstream retailers        Famers' markets
                                                                                James                                          It's great to talk to the people at the market — I've picked up some
                                                Mainstream                                                                     great recipes there and learnt how to cook some things that I've never
                                                 retailers                                                                     really come across before. I still nd I buy most of my stu from Coles
Beginner                               Expert                                               Market                             or Woolworths, but it's a di erent thing really: I go to the markets
                                                                  Friends                  producers                           because I really love it there — I like to make time for it — whereas
                                                                                                                               going to Coles is much more like a chore.




                                                                                                    Flavour Crusader personas. Courtesy of Zumio: http://zum.io/about/projects/flavourcrusader/
problem
definition
MAP THE JOURNEY

             map your persona’s journey using the ILMS
                                mark in the pain points
13:00
Finding & recommendations for aligning OGT service touchpoints by Radar Station.
Courtesy Service Design Tools: http://www.servicedesigntools.org/sites/default/files/res_images/02.jpg
The Train Ride by 31 Volts. Courtesy Service Design Tools.
http://www.servicedesigntools.org/sites/default/files/res_images/CJM.png
one more…

           http:/
                /www.youtube.com/watch?
    NR=1&feature=endscreen&v=rwjERqPAKnE
problem
definition
SHARE YOUR LEARNING

         what themes and insights have you come up with?
          what are the main challenges and opportunities?

10:00
problem
definition
CREATE A PROBLEM STATEMENT

                         make them juicy and actionable
          choose 1 to work with for the rest of the session
10:00
how
who what why?
BASED ON USER, NEED AND INSIGHT

10:00                       d leadership 2011 define lecture. Courtesy Stanford d School:
                                         https://dschool.stanford.edu/groups/dleadership/
example
 How might a (who) delayed
 mother of four (what) entertain
 her kids without disrupting the
 terminal so that (why) her bored
 children don’t annoy the already
 irritated fellow passengers?
                        d leadership 2011 define lecture. Courtesy Stanford d School:
                                     https://dschool.stanford.edu/groups/dleadership/
ideation
BRAINSTORMING GUIDELINES

                           warm up




05:00
d leadership 2011 ideate lecture. Courtesy Stanford d School:
             https://dschool.stanford.edu/groups/dleadership/
ideation
BRAINSTORMING

                brainstorm solutions to the problem
                        keep the problem statement
                           in the middle of the table
                                50 ideas 10 minutes



10:00
ideation
IDEA SELECTION

           which ideas are most possible? most delightful?
                                  which are you drawn to?
                                     you each have 3 votes
                  – use them to select an idea to work with



10:00
prototyping
ABOUT THE METHODS

                    STORYBOARDS AND WIREFRAMES




05:00
hungry?
                                 so is he




                                 SCAN USING YOUR PHONE
                                 TO DONATE A MEAL NOW

                                                  need2give.org




                                              need2give.org

YOUR PHONE TO                                       THANKYOU!

                                        YOU HAVE JUST GIVEN A PERSON IN
E A MEAL NOW                                    NEED A HOT MEAL



                                               CLICK HERE TO SEE
                                        WHAT OTHER PEOPLE LIKE YOU HAVE
                                            DONATED AROUND THE CITY




                                  need2give.org

                need2give storyboard. Courtesy Stefanie di Russo http://twitter.com/stefdirusso
CommLogix wireframe sketch by Mike Rohde:
http://www.flickr.com/photos/rohdesign/3307874546/
Election night bingo by tim_d: http://www.flickr.com/photos/tim_d/4475397251/
prototyping
CREATE A NEW JOURNEY MAP, STORYBOARD OR
WIREFRAME

                FOCUS ON   *DONE*, NOT PRETTY OR PERFECT




15:00
testing
DECIDE WHAT YOU WANT TO KNOW




05:00
testing
TEST

        2 people stay to guide testing
                       4 people move




10:00
testing
CAPTURE LEARNINGS

             what did you learn about your prototype?
           what did you learn from the other prototypes
                        that you could use in your own?




15:00
testing
ITERATE PROTOTYPE

                    based on feedback and new ideas




10:00
the pitch
DEVELOP THE PITCH




10:00
the pitch
WHAT ARE YOU TRYING TO ACHIEVE?
WHO IS YOUR AUDIENCE?
WHAT DO YOU WANT THEM TO DO?




10:00
                           Pitch structure. Courtesy Will Donovan http://www.willdonovan.com.au/
the pitch
PITCH!

         YOU HAVE   90 SECONDS TO MAKE YOUR PITCH




10:00
wrap up
kate@katiedatwork


carolyn    @camcd


zaana   @zaana


                      stuff
            http:/
                 /bit.ly/futureILMS

Weitere ähnliche Inhalte

Andere mochten auch

Creating Innovative Interfaces using Design Thinking
Creating Innovative Interfaces using Design ThinkingCreating Innovative Interfaces using Design Thinking
Creating Innovative Interfaces using Design ThinkingDemian Borba
 
Service Design Tool - Design Activities
Service Design Tool - Design ActivitiesService Design Tool - Design Activities
Service Design Tool - Design ActivitiesArief Bahtiar
 
Developing design thinking practice in complex organisations
Developing design thinking practice in complex organisationsDeveloping design thinking practice in complex organisations
Developing design thinking practice in complex organisationsZaana Jaclyn
 
Service design tools for co creation and user centered design
Service design tools for co creation and user centered designService design tools for co creation and user centered design
Service design tools for co creation and user centered designSatu Miettinen
 
from concept to capability: developing design thinking in a professional serv...
from concept to capability: developing design thinking in a professional serv...from concept to capability: developing design thinking in a professional serv...
from concept to capability: developing design thinking in a professional serv...Zaana Jaclyn
 
What I talk about when I talk about Human Centred Design
What I talk about when I talk about Human Centred DesignWhat I talk about when I talk about Human Centred Design
What I talk about when I talk about Human Centred DesignDr. Simon Lawry
 
2011 | Communication design highlights for service design
2011 | Communication design highlights for service design 2011 | Communication design highlights for service design
2011 | Communication design highlights for service design francesca // urijoe
 
Design for public good may 2013
Design for public good may 2013Design for public good may 2013
Design for public good may 2013Juha Tuulaniemi
 
Org Design for Design Orgs
Org Design for Design OrgsOrg Design for Design Orgs
Org Design for Design OrgsKristin Skinner
 
"Visualization Tools for Service Design" updated for Global Service Jam 2012
"Visualization Tools for Service Design" updated for Global Service Jam 2012 "Visualization Tools for Service Design" updated for Global Service Jam 2012
"Visualization Tools for Service Design" updated for Global Service Jam 2012 francesca // urijoe
 
Applying Service Design Tools to Explore New Financial Services for Poor Micr...
Applying Service Design Tools to Explore New Financial Services for Poor Micr...Applying Service Design Tools to Explore New Financial Services for Poor Micr...
Applying Service Design Tools to Explore New Financial Services for Poor Micr...ServDes
 
Reviewing the human centered design toolkit by IDEO.org
Reviewing the human centered design toolkit by IDEO.orgReviewing the human centered design toolkit by IDEO.org
Reviewing the human centered design toolkit by IDEO.orgJeroen Spoelstra
 
E. alfredo campo the complete part design handbook for injection molding of ...
E. alfredo campo the complete part design handbook  for injection molding of ...E. alfredo campo the complete part design handbook  for injection molding of ...
E. alfredo campo the complete part design handbook for injection molding of ...Abdelhamid Algeddawy
 
02 Preliminary Design 01
02 Preliminary Design 0102 Preliminary Design 01
02 Preliminary Design 01Mohammad Tawfik
 
Lo # 1 manufacturing process selection design part 1
Lo # 1 manufacturing process selection design part 1Lo # 1 manufacturing process selection design part 1
Lo # 1 manufacturing process selection design part 1Abdulaziz AlSuwaidi
 
Integração entre Processos e Design Thinking: compreensão e resultados estrat...
Integração entre Processos e Design Thinking: compreensão e resultados estrat...Integração entre Processos e Design Thinking: compreensão e resultados estrat...
Integração entre Processos e Design Thinking: compreensão e resultados estrat...Rafael Paim
 
The role of mindset in user centred design
The role of mindset in user centred designThe role of mindset in user centred design
The role of mindset in user centred designZaana Jaclyn
 

Andere mochten auch (18)

Creating Innovative Interfaces using Design Thinking
Creating Innovative Interfaces using Design ThinkingCreating Innovative Interfaces using Design Thinking
Creating Innovative Interfaces using Design Thinking
 
Service Design Tool - Design Activities
Service Design Tool - Design ActivitiesService Design Tool - Design Activities
Service Design Tool - Design Activities
 
Developing design thinking practice in complex organisations
Developing design thinking practice in complex organisationsDeveloping design thinking practice in complex organisations
Developing design thinking practice in complex organisations
 
Service design tools for co creation and user centered design
Service design tools for co creation and user centered designService design tools for co creation and user centered design
Service design tools for co creation and user centered design
 
from concept to capability: developing design thinking in a professional serv...
from concept to capability: developing design thinking in a professional serv...from concept to capability: developing design thinking in a professional serv...
from concept to capability: developing design thinking in a professional serv...
 
What I talk about when I talk about Human Centred Design
What I talk about when I talk about Human Centred DesignWhat I talk about when I talk about Human Centred Design
What I talk about when I talk about Human Centred Design
 
2011 | Communication design highlights for service design
2011 | Communication design highlights for service design 2011 | Communication design highlights for service design
2011 | Communication design highlights for service design
 
Design for public good may 2013
Design for public good may 2013Design for public good may 2013
Design for public good may 2013
 
Org Design for Design Orgs
Org Design for Design OrgsOrg Design for Design Orgs
Org Design for Design Orgs
 
"Visualization Tools for Service Design" updated for Global Service Jam 2012
"Visualization Tools for Service Design" updated for Global Service Jam 2012 "Visualization Tools for Service Design" updated for Global Service Jam 2012
"Visualization Tools for Service Design" updated for Global Service Jam 2012
 
Game thinking & behaviour design
Game thinking & behaviour designGame thinking & behaviour design
Game thinking & behaviour design
 
Applying Service Design Tools to Explore New Financial Services for Poor Micr...
Applying Service Design Tools to Explore New Financial Services for Poor Micr...Applying Service Design Tools to Explore New Financial Services for Poor Micr...
Applying Service Design Tools to Explore New Financial Services for Poor Micr...
 
Reviewing the human centered design toolkit by IDEO.org
Reviewing the human centered design toolkit by IDEO.orgReviewing the human centered design toolkit by IDEO.org
Reviewing the human centered design toolkit by IDEO.org
 
E. alfredo campo the complete part design handbook for injection molding of ...
E. alfredo campo the complete part design handbook  for injection molding of ...E. alfredo campo the complete part design handbook  for injection molding of ...
E. alfredo campo the complete part design handbook for injection molding of ...
 
02 Preliminary Design 01
02 Preliminary Design 0102 Preliminary Design 01
02 Preliminary Design 01
 
Lo # 1 manufacturing process selection design part 1
Lo # 1 manufacturing process selection design part 1Lo # 1 manufacturing process selection design part 1
Lo # 1 manufacturing process selection design part 1
 
Integração entre Processos e Design Thinking: compreensão e resultados estrat...
Integração entre Processos e Design Thinking: compreensão e resultados estrat...Integração entre Processos e Design Thinking: compreensão e resultados estrat...
Integração entre Processos e Design Thinking: compreensão e resultados estrat...
 
The role of mindset in user centred design
The role of mindset in user centred designThe role of mindset in user centred design
The role of mindset in user centred design
 

Ähnlich wie Co-design an ILMS for the Future

Saasu Conference: Service Design
Saasu Conference: Service DesignSaasu Conference: Service Design
Saasu Conference: Service DesignZumio
 
Exploring brand person relationship group4
Exploring brand person relationship group4Exploring brand person relationship group4
Exploring brand person relationship group4Arjun Choudhry
 
Chef nextdoor final 2012 berkeley
Chef nextdoor final 2012 berkeleyChef nextdoor final 2012 berkeley
Chef nextdoor final 2012 berkeleyStanford University
 
Construieste ti afacerea cu facebook pages
Construieste ti afacerea cu facebook pagesConstruieste ti afacerea cu facebook pages
Construieste ti afacerea cu facebook pagesFlorenta Danila
 
Building your business with Facebook Pages by Facebook
Building your business with Facebook Pages by FacebookBuilding your business with Facebook Pages by Facebook
Building your business with Facebook Pages by FacebookJulius Trujillo
 
Brand proposal
Brand proposalBrand proposal
Brand proposalAlex Fiore
 
Fb pages guide_mediakit_051611
Fb pages guide_mediakit_051611Fb pages guide_mediakit_051611
Fb pages guide_mediakit_051611stefano_longari
 
3 easy steps to maximize your Facebook Page
3 easy steps to maximize your Facebook Page3 easy steps to maximize your Facebook Page
3 easy steps to maximize your Facebook PageWim Temmerman
 
Facebook Pages Guide
Facebook Pages GuideFacebook Pages Guide
Facebook Pages GuideTommy Leung
 
Facebook Pages Optimization Guide
Facebook Pages Optimization GuideFacebook Pages Optimization Guide
Facebook Pages Optimization GuideFacebook
 
Draft stuck makingdecisions-learnfromradioactivebanana
Draft stuck makingdecisions-learnfromradioactivebananaDraft stuck makingdecisions-learnfromradioactivebanana
Draft stuck makingdecisions-learnfromradioactivebananaegrigg9000
 
Quantified Self: How digital technologies can help change behaviors (and mayb...
Quantified Self: How digital technologies can help change behaviors (and mayb...Quantified Self: How digital technologies can help change behaviors (and mayb...
Quantified Self: How digital technologies can help change behaviors (and mayb...Dana Allen-Greil
 
Double Your Sales - Presentation to SVAMA Emerging Media Morning Forum
Double Your Sales - Presentation to SVAMA Emerging Media Morning ForumDouble Your Sales - Presentation to SVAMA Emerging Media Morning Forum
Double Your Sales - Presentation to SVAMA Emerging Media Morning ForumZoom Industries
 
Adult Asperger's syndrome in the Workplace
Adult Asperger's syndrome in the WorkplaceAdult Asperger's syndrome in the Workplace
Adult Asperger's syndrome in the WorkplaceRob Crawford
 
Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...
Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...
Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...Ideas4all
 
Big Bang Challenge Competition
Big Bang Challenge CompetitionBig Bang Challenge Competition
Big Bang Challenge CompetitionRocio Bravo
 
Brand personal relationship
Brand personal relationshipBrand personal relationship
Brand personal relationshipAbhishek Sharma
 

Ähnlich wie Co-design an ILMS for the Future (20)

Saasu Conference: Service Design
Saasu Conference: Service DesignSaasu Conference: Service Design
Saasu Conference: Service Design
 
Exploring brand person relationship group4
Exploring brand person relationship group4Exploring brand person relationship group4
Exploring brand person relationship group4
 
Chef nextdoor final 2012 berkeley
Chef nextdoor final 2012 berkeleyChef nextdoor final 2012 berkeley
Chef nextdoor final 2012 berkeley
 
Construieste ti afacerea cu facebook pages
Construieste ti afacerea cu facebook pagesConstruieste ti afacerea cu facebook pages
Construieste ti afacerea cu facebook pages
 
Building your business with Facebook Pages by Facebook
Building your business with Facebook Pages by FacebookBuilding your business with Facebook Pages by Facebook
Building your business with Facebook Pages by Facebook
 
Brand proposal
Brand proposalBrand proposal
Brand proposal
 
Fb pages guide_mediakit_051611
Fb pages guide_mediakit_051611Fb pages guide_mediakit_051611
Fb pages guide_mediakit_051611
 
3 easy steps to maximize your Facebook Page
3 easy steps to maximize your Facebook Page3 easy steps to maximize your Facebook Page
3 easy steps to maximize your Facebook Page
 
Facebook Pages Guide
Facebook Pages GuideFacebook Pages Guide
Facebook Pages Guide
 
Facebook Pages Optimization Guide
Facebook Pages Optimization GuideFacebook Pages Optimization Guide
Facebook Pages Optimization Guide
 
business etiquette
business etiquettebusiness etiquette
business etiquette
 
Draft stuck makingdecisions-learnfromradioactivebanana
Draft stuck makingdecisions-learnfromradioactivebananaDraft stuck makingdecisions-learnfromradioactivebanana
Draft stuck makingdecisions-learnfromradioactivebanana
 
Quantified Self: How digital technologies can help change behaviors (and mayb...
Quantified Self: How digital technologies can help change behaviors (and mayb...Quantified Self: How digital technologies can help change behaviors (and mayb...
Quantified Self: How digital technologies can help change behaviors (and mayb...
 
Double Your Sales - Presentation to SVAMA Emerging Media Morning Forum
Double Your Sales - Presentation to SVAMA Emerging Media Morning ForumDouble Your Sales - Presentation to SVAMA Emerging Media Morning Forum
Double Your Sales - Presentation to SVAMA Emerging Media Morning Forum
 
Adult Asperger's syndrome in the Workplace
Adult Asperger's syndrome in the WorkplaceAdult Asperger's syndrome in the Workplace
Adult Asperger's syndrome in the Workplace
 
Marketing ppts ar..
Marketing ppts ar..Marketing ppts ar..
Marketing ppts ar..
 
Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...
Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...
Innovation as management axis towards the top. Madrid. Fundacion Rafael del p...
 
Big Bang Challenge Competition
Big Bang Challenge CompetitionBig Bang Challenge Competition
Big Bang Challenge Competition
 
Brand personal relationship
Brand personal relationshipBrand personal relationship
Brand personal relationship
 
Food and beverage management 2
Food and beverage management 2Food and beverage management 2
Food and beverage management 2
 

Mehr von Zaana Jaclyn

Understanding design thinking in practice: a qualitative study of design led ...
Understanding design thinking in practice: a qualitative study of design led ...Understanding design thinking in practice: a qualitative study of design led ...
Understanding design thinking in practice: a qualitative study of design led ...Zaana Jaclyn
 
The role of mindset in design thinking: Implications for capability developme...
The role of mindset in design thinking: Implications for capability developme...The role of mindset in design thinking: Implications for capability developme...
The role of mindset in design thinking: Implications for capability developme...Zaana Jaclyn
 
Designing a human centred mindset to lead at the edge
Designing a human centred mindset to lead at the edgeDesigning a human centred mindset to lead at the edge
Designing a human centred mindset to lead at the edgeZaana Jaclyn
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering servicesZaana Jaclyn
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering servicesZaana Jaclyn
 
From dinner to dining: the evolving role of the designer
From dinner to dining: the evolving role of the designerFrom dinner to dining: the evolving role of the designer
From dinner to dining: the evolving role of the designerZaana Jaclyn
 
Refining the blend: LIS educator perspectives on blended learning for dual mo...
Refining the blend: LIS educator perspectives on blended learning for dual mo...Refining the blend: LIS educator perspectives on blended learning for dual mo...
Refining the blend: LIS educator perspectives on blended learning for dual mo...Zaana Jaclyn
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering servicesZaana Jaclyn
 
Introducing design thinking
Introducing design thinkingIntroducing design thinking
Introducing design thinkingZaana Jaclyn
 
Designing the future vision of libraries
Designing the future vision of librariesDesigning the future vision of libraries
Designing the future vision of librariesZaana Jaclyn
 
we need to talk about... designing better library experiences
we need to talk about... designing better library experienceswe need to talk about... designing better library experiences
we need to talk about... designing better library experiencesZaana Jaclyn
 
Rewriting the information literacy recipe for future palates
Rewriting the information literacy recipe for future palates Rewriting the information literacy recipe for future palates
Rewriting the information literacy recipe for future palates Zaana Jaclyn
 
Blended design teams: from clients and consultants to co-workers
Blended design teams: from clients and consultants to co-workersBlended design teams: from clients and consultants to co-workers
Blended design teams: from clients and consultants to co-workersZaana Jaclyn
 
Information practices for leadership in collaborative work
Information practices for leadership in collaborative workInformation practices for leadership in collaborative work
Information practices for leadership in collaborative workZaana Jaclyn
 
A speed date with design thinking
A speed date with design thinkingA speed date with design thinking
A speed date with design thinkingZaana Jaclyn
 
strategically social. plan. engage. act.
strategically social. plan. engage. act.strategically social. plan. engage. act.
strategically social. plan. engage. act.Zaana Jaclyn
 
Design thinking for library experiences
Design thinking for library experiencesDesign thinking for library experiences
Design thinking for library experiencesZaana Jaclyn
 
Redesigning evidence based practice for wicked problems
Redesigning evidence based practice for wicked problemsRedesigning evidence based practice for wicked problems
Redesigning evidence based practice for wicked problemsZaana Jaclyn
 
Obtaining buy in for social media
Obtaining buy in for social mediaObtaining buy in for social media
Obtaining buy in for social mediaZaana Jaclyn
 
'Information in context': Co-designing workplace structures and systems for o...
'Information in context': Co-designing workplace structures and systems for o...'Information in context': Co-designing workplace structures and systems for o...
'Information in context': Co-designing workplace structures and systems for o...Zaana Jaclyn
 

Mehr von Zaana Jaclyn (20)

Understanding design thinking in practice: a qualitative study of design led ...
Understanding design thinking in practice: a qualitative study of design led ...Understanding design thinking in practice: a qualitative study of design led ...
Understanding design thinking in practice: a qualitative study of design led ...
 
The role of mindset in design thinking: Implications for capability developme...
The role of mindset in design thinking: Implications for capability developme...The role of mindset in design thinking: Implications for capability developme...
The role of mindset in design thinking: Implications for capability developme...
 
Designing a human centred mindset to lead at the edge
Designing a human centred mindset to lead at the edgeDesigning a human centred mindset to lead at the edge
Designing a human centred mindset to lead at the edge
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering services
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering services
 
From dinner to dining: the evolving role of the designer
From dinner to dining: the evolving role of the designerFrom dinner to dining: the evolving role of the designer
From dinner to dining: the evolving role of the designer
 
Refining the blend: LIS educator perspectives on blended learning for dual mo...
Refining the blend: LIS educator perspectives on blended learning for dual mo...Refining the blend: LIS educator perspectives on blended learning for dual mo...
Refining the blend: LIS educator perspectives on blended learning for dual mo...
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering services
 
Introducing design thinking
Introducing design thinkingIntroducing design thinking
Introducing design thinking
 
Designing the future vision of libraries
Designing the future vision of librariesDesigning the future vision of libraries
Designing the future vision of libraries
 
we need to talk about... designing better library experiences
we need to talk about... designing better library experienceswe need to talk about... designing better library experiences
we need to talk about... designing better library experiences
 
Rewriting the information literacy recipe for future palates
Rewriting the information literacy recipe for future palates Rewriting the information literacy recipe for future palates
Rewriting the information literacy recipe for future palates
 
Blended design teams: from clients and consultants to co-workers
Blended design teams: from clients and consultants to co-workersBlended design teams: from clients and consultants to co-workers
Blended design teams: from clients and consultants to co-workers
 
Information practices for leadership in collaborative work
Information practices for leadership in collaborative workInformation practices for leadership in collaborative work
Information practices for leadership in collaborative work
 
A speed date with design thinking
A speed date with design thinkingA speed date with design thinking
A speed date with design thinking
 
strategically social. plan. engage. act.
strategically social. plan. engage. act.strategically social. plan. engage. act.
strategically social. plan. engage. act.
 
Design thinking for library experiences
Design thinking for library experiencesDesign thinking for library experiences
Design thinking for library experiences
 
Redesigning evidence based practice for wicked problems
Redesigning evidence based practice for wicked problemsRedesigning evidence based practice for wicked problems
Redesigning evidence based practice for wicked problems
 
Obtaining buy in for social media
Obtaining buy in for social mediaObtaining buy in for social media
Obtaining buy in for social media
 
'Information in context': Co-designing workplace structures and systems for o...
'Information in context': Co-designing workplace structures and systems for o...'Information in context': Co-designing workplace structures and systems for o...
'Information in context': Co-designing workplace structures and systems for o...
 

Kürzlich hochgeladen

Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxSamKuruvilla5
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024mikailaoh
 
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...Pranav Subramanian
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLkenzukiri
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Ted Drake
 
Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...
Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...
Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...Yantram Animation Studio Corporation
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024Alan Dix
 
INTRODUCTION TO UI/UX DESIGN BEGINNERS.pdf
INTRODUCTION TO UI/UX DESIGN BEGINNERS.pdfINTRODUCTION TO UI/UX DESIGN BEGINNERS.pdf
INTRODUCTION TO UI/UX DESIGN BEGINNERS.pdfphriedaoyigada
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsBlock Party
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazineRivanEleraki
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillCre8iveskill
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfHctorFranciscoSnchez1
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtTeeFusion
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxHasan S
 
Central-Visayas-1.pdf reporting purposes
Central-Visayas-1.pdf reporting purposesCentral-Visayas-1.pdf reporting purposes
Central-Visayas-1.pdf reporting purposesmilalabial
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxb2kshani34
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Ed Orozco
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Amil baba
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfsaidbilgen
 
Materi dasar prototype dan figma .pdf
Materi dasar prototype dan figma    .pdfMateri dasar prototype dan figma    .pdf
Materi dasar prototype dan figma .pdfardanaadam1
 

Kürzlich hochgeladen (20)

Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptx
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024
 
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
 
Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...
Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...
Exploring Futuristic Factory Designs: A 3D Interior Rendering Studio's Perspe...
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024
 
INTRODUCTION TO UI/UX DESIGN BEGINNERS.pdf
INTRODUCTION TO UI/UX DESIGN BEGINNERS.pdfINTRODUCTION TO UI/UX DESIGN BEGINNERS.pdf
INTRODUCTION TO UI/UX DESIGN BEGINNERS.pdf
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teams
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazine
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkill
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdf
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy Shirt
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
 
Central-Visayas-1.pdf reporting purposes
Central-Visayas-1.pdf reporting purposesCentral-Visayas-1.pdf reporting purposes
Central-Visayas-1.pdf reporting purposes
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptx
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
 
Materi dasar prototype dan figma .pdf
Materi dasar prototype dan figma    .pdfMateri dasar prototype dan figma    .pdf
Materi dasar prototype dan figma .pdf
 

Co-design an ILMS for the Future

  • 1. co-design an ILMS for the future vala 2012 bootcamp
  • 3. kate lecturer | information systems school science and engineering faculty | queensland university of technology phd student | information systems school science and engineering faculty | queensland university of technology coordinates @katiedavis | @katiedatwork katedavis.info | k3.davis@qut.edu.au
  • 4. carolyn manager | technology innovation information services | bond university coordinates @camcd | camcdona@bond.edu.au
  • 5. zaana associate lecturer | information systems school science and engineering faculty | queensland university of technology phd student | swinburne university coordinates @zaana | z.howard@qut.edu.au zaanahoward.com
  • 9. http:/ /vimeo.com/35160709
  • 10. http:/ /vimeo.com/35725858
  • 11. discovery LET’S GET SOME CONTEXT… you may want to take notes 10:00
  • 12. discovery UNDERSTAND THE CHALLENGE what are the main challenges? 10:00
  • 13. discovery DEFINE YOUR AUDIENCE map out the current users of an ILMS who are they? do the current challenges face everyone, or just certain users? 08:00
  • 14. discovery DEVELOP A PERSONA choose 1 audience to design for it’s easier to design for *someone*, so create a persona to represent the audience, to guide you for the rest of the session 10:00
  • 15. I  have  a  persona  image  Jamesut  in  here  –   at farmers' to  p enjoys shopping James’ situation just  need  to  wait  for  my  new  for the atmosphere and markets laptop  to   Goals • Stop eating out so much be  set  up!   experience. • Eat more healthily to lose weight and support personal training • Make veggies and salads (part of new diet) taste better • Feel more connected to the place and community where he What is getting in the way? lives • Limited cooking skills • Reluctance to buy food that might go o Frustrations and pain points • Convenience of shopping at mainstream retailers • Throwing out unused food • Being too busy to have time to enjoy the markets James • The chore of shopping at mainstream retailers Keywords Experience shopper How will James interact with masterchef, jamie oliver, tv, celebrity, recipes, community, experience, place, cafe, relaxing FlavourCrusader? Age 32 Occupation Account manager Referrer Word of mouth James’ story Education Bachelor degree Introduction touchpoint Facebook page Family status Single Location North Fitzroy, VIC I'm a bit surprised, but I've really been getting into Masterchef and Questions other cooking shows like Jamie Oliver's. I've just started on a health Challenges Colour blind • What can I do with the food I have in the fridge? kick, signed up for a personal trainer and all that, and I'm really trying to • Are there other markets I can go to? eat a lot better, and that means more vegetables. I don't really like Online locations: Work, Cafes etc., Mobile • What's in season? (so I can get fresher options that last longer in Computer type: Windows laptop, Samsung them though, so watching the show has helped expand my ideas about the fridge) how I can cook them to make nicer meals. touch phone Connection type: ADSL2, 3G mobile Reasons to return Internet usage: 2–3 hrs I noticed that they were really pushing seasonal and locally-grown • Look up recipes based on ingredients veggies on the show, and heard from some friends about the local • Finding out what's in season to know what's good to get when farmers' markets. Now that I've been there a few times, I'm really Top ve bookmarked websites: at the supermarket • Facebook • Internet banking starting to enjoy the atmosphere — it feels a bit like a weekly • Tips on cooking techniques and unusual ingredients "pilgrimage", a real grounding experience. I get a chance to slow down • SMH • Masterchef • Work webmail and have a co ee and these great macarons that they sell there, and ease into the weekend. It's cool that I've been bumping into people I know there too — it's got a real community vibe which I've really connected with. Who in uences James? As a single guy living by myself I don't go through a lot of food, Technophobe Wired especially when I have a busy week and eat out a bit too much. I really TV hate throwing out veggies that go o , and I've found that the ones I get Mum from the markets last longer, which is great. Mainstream retailers Famers' markets James It's great to talk to the people at the market — I've picked up some Mainstream great recipes there and learnt how to cook some things that I've never retailers really come across before. I still nd I buy most of my stu from Coles Beginner Expert Market or Woolworths, but it's a di erent thing really: I go to the markets Friends producers because I really love it there — I like to make time for it — whereas going to Coles is much more like a chore. Flavour Crusader personas. Courtesy of Zumio: http://zum.io/about/projects/flavourcrusader/
  • 16. problem definition MAP THE JOURNEY map your persona’s journey using the ILMS mark in the pain points 13:00
  • 17. Finding & recommendations for aligning OGT service touchpoints by Radar Station. Courtesy Service Design Tools: http://www.servicedesigntools.org/sites/default/files/res_images/02.jpg
  • 18. The Train Ride by 31 Volts. Courtesy Service Design Tools. http://www.servicedesigntools.org/sites/default/files/res_images/CJM.png
  • 19. one more… http:/ /www.youtube.com/watch? NR=1&feature=endscreen&v=rwjERqPAKnE
  • 20. problem definition SHARE YOUR LEARNING what themes and insights have you come up with? what are the main challenges and opportunities? 10:00
  • 21. problem definition CREATE A PROBLEM STATEMENT make them juicy and actionable choose 1 to work with for the rest of the session 10:00
  • 22. how who what why? BASED ON USER, NEED AND INSIGHT 10:00 d leadership 2011 define lecture. Courtesy Stanford d School: https://dschool.stanford.edu/groups/dleadership/
  • 23. example How might a (who) delayed mother of four (what) entertain her kids without disrupting the terminal so that (why) her bored children don’t annoy the already irritated fellow passengers? d leadership 2011 define lecture. Courtesy Stanford d School: https://dschool.stanford.edu/groups/dleadership/
  • 25. d leadership 2011 ideate lecture. Courtesy Stanford d School: https://dschool.stanford.edu/groups/dleadership/
  • 26. ideation BRAINSTORMING brainstorm solutions to the problem keep the problem statement in the middle of the table 50 ideas 10 minutes 10:00
  • 27. ideation IDEA SELECTION which ideas are most possible? most delightful? which are you drawn to? you each have 3 votes – use them to select an idea to work with 10:00
  • 28. prototyping ABOUT THE METHODS STORYBOARDS AND WIREFRAMES 05:00
  • 29. hungry? so is he SCAN USING YOUR PHONE TO DONATE A MEAL NOW need2give.org need2give.org YOUR PHONE TO THANKYOU! YOU HAVE JUST GIVEN A PERSON IN E A MEAL NOW NEED A HOT MEAL CLICK HERE TO SEE WHAT OTHER PEOPLE LIKE YOU HAVE DONATED AROUND THE CITY need2give.org need2give storyboard. Courtesy Stefanie di Russo http://twitter.com/stefdirusso
  • 30. CommLogix wireframe sketch by Mike Rohde: http://www.flickr.com/photos/rohdesign/3307874546/
  • 31. Election night bingo by tim_d: http://www.flickr.com/photos/tim_d/4475397251/
  • 32. prototyping CREATE A NEW JOURNEY MAP, STORYBOARD OR WIREFRAME FOCUS ON *DONE*, NOT PRETTY OR PERFECT 15:00
  • 33. testing DECIDE WHAT YOU WANT TO KNOW 05:00
  • 34. testing TEST 2 people stay to guide testing 4 people move 10:00
  • 35. testing CAPTURE LEARNINGS what did you learn about your prototype? what did you learn from the other prototypes that you could use in your own? 15:00
  • 36. testing ITERATE PROTOTYPE based on feedback and new ideas 10:00
  • 37. the pitch DEVELOP THE PITCH 10:00
  • 38. the pitch WHAT ARE YOU TRYING TO ACHIEVE? WHO IS YOUR AUDIENCE? WHAT DO YOU WANT THEM TO DO? 10:00 Pitch structure. Courtesy Will Donovan http://www.willdonovan.com.au/
  • 39. the pitch PITCH! YOU HAVE 90 SECONDS TO MAKE YOUR PITCH 10:00
  • 41. kate@katiedatwork carolyn @camcd zaana @zaana stuff http:/ /bit.ly/futureILMS

Hinweis der Redaktion

  1. In gaining empathy for a person or understanding of one’s process through an experience, considering the details of that process can illuminate areas for potential insights. Creating a journey map is an excellent way to systematically think about the steps or milestones of a process. A journey map can be used for your own empathy work, or to communicate your findings to others.What are the main steps that they go through?How are they feeling at each point?Also consider:Who do they interact with?What slows them down? 
  2. a unique, concise reframing of the problem that is grounded in user needs & insights