The document provides an overview of a course on human-centered design. It discusses key aspects of the human-centered design process including inspiration, ideation, and implementation phases. It also provides a case study on Clean Team, a sanitation system developed in Ghana that delivers and maintains toilets for subscribers. The system was developed using human-centered design principles of deep user understanding, prototyping ideas, and iterating based on user feedback.

1. 1The Course for Human-Centered Design
An Introduction
to HCD
An Introduction to
Human-Centered Design
1
The Design Process
INSPIRATION IDEATION IMPLEMENTATION
全 ⼀一
時如 全 家
shangkuanlc@gmail.com
有任何翻譯上的建議或討論歡迎來信！

2. 2The Course for Human-Centered Design
An Introduction
to HCD
Class 1
An Introduction to Human-
Centered Design
Readings
What Is Human-Centered Design?
What Can the Approach Be Used For?
The Design Process
Mindsets of a Human-Centered Designer
Design Thinking for Social Innovation
Case Study: Clean Team
Table Of Contents
⼤大
⼀一
來
1. ⼀一
1.1 了
1.2.⼀一 ⾃自
1.3. ⼀一
2.⼀一 來
3. 成發全 說都

3. 3The Course for Human-Centered Design
An Introduction
to HCD
What Is Human-Centered Design?
INSPIRATION IDEATION IMPLEMENTATION
Human-centered design is a creative approach to
problem solving and the backbone of our work at
IDEO.org. It’s a process that starts with the people
you’re designing for and ends with new solutions
that are tailor-made to suit their needs. Human-
centered design is all about building a deep empathy
with the people you’re designing for; generating
tons of ideas; building a bunch of prototypes;
sharing what you’ve made with the people you’re
designing for; and eventually putting your innovative
new solution out in the world.
⼼心 (empathy)---> (prototype)-----> (solutions)

4. 4The Course for Human-Centered Design
An Introduction
to HCD
What Can the Approach Be Used For?
Products
When people think of design, they often
first think about expensive, stylish
products. But thoughtful product design
is just as important in social innovation.
Not only are all people deserving of well-
designed products, but challenges that arise
when there are limited resources, services,
or infrastructure require new approaches
and elegant solutions.
How might we design a cookstove that
reduces the amount of smoke inhaled by a
person while cooking?
How might we build an irrigation pump that
can run without the electricity grid?
How might we design a toilet for
families living in areas with no sanitation
infrastructure?
Services
For a service to be effective, it needs to be
considered from end-to-end: from how it’s
advertised to how it’s delivered. For a service
to have the desired impact, it’s essential to
gain a deep understanding of the people you
will be serving—not only what they need
and desire, but what limitations they face,
what motivates them, and what’s important
to them.
How might we design a water delivery
service providing clean drinking water along
with health and nutrition products?
How might we design new services engaging
low-income parents in after-school
education for their children?
How might we design a sustainable business
model for a pit latrine emptying service?
Human-centered design is a process that can be used across industries and sectors to
approach any number of challenges—from product and service design to space or systems
design, to name just a few.
⼀一 讓開 了
知 ⼀一 被
能是以
國會太 分 太
⼀一 ⽅方
⼀一 好 ⼀一 學
⼀一 ⽤用 ⽤用 去不
會 ⼀一 ⼤大
被 能
來⼒力

5. 5The Course for Human-Centered Design
An Introduction
to HCD
Systems
Designing systems is about balancing
the complexity of many different
stakeholder needs with the needs of the
social enterprise. For example, if you were
designing a new type of school, there are
the needs of the students, parents, staff and
faculty, community, and perhaps investors.
Systems design often involves setting
high-level strategy such as stating visions,
priorities, policies, and key communications
around these ideas.
How might we redesign the school lunch
program for an entire city while providing
for differences in individual schools?
How might we design a system linking social
entrepreneurs from around the world?
How might we redesign a banking system
for low-income citizens who have limited
knowledge of banks?
Spaces
Physical environments give people signals
about how to behave and influence how they
feel. By rethinking the design of hospitals,
classrooms, public transportation, banks,
libraries, and more, we can create new
experiences and interactions in these
spaces. Human-centered design can help
make the emotional parts of a space as
important as the functional.
How might we design hospital waiting rooms
to mitigate the transmission of airborne
diseases?
How might we redesign the common
areas of a community housing structure
to encourage connecting and cooperation
among neighbors?
How might we make the space inside a bank
less intimidating for first-time savers signing
up for a new account?
為 ⼀一 動到 想
⼀一 好 什被 麼
地 ⼀一 被
新
⼀一 去不 中 在
⼀一 年
⼀一 ⼿手新 們會
了 地

6. 6The Course for Human-Centered Design
An Introduction
to HCD
In the Inspiration phase you’ll learn directly from the people you’re designing for as you immerse yourself
in their lives and come to deeply understand their needs. In the Ideation phase you’ll make sense of what
you learned, identify opportunities for design, and prototype possible solutions. And in the Implementation
phase you’ll bring your solution to life, and eventually, to market.
Expect to find yourself shifting gears through the process, moving from concrete observations to
highly abstract thinking, and then right back again into the nuts and bolts of your prototype. We call
it diverging and converging. You’ll diverge and converge a few times, and with each new cycle you’ll
come closer and closer to the solution that is best suited for the people you’re designing for.
I have an opportunity for design.
How do I interpret what I’ve learned?
How do I turn my insights into
tangible ideas?
How do I make a prototype?
I have a design challenge.
How do I get started?
How do I conduct an interview?
How do I stay human-centered?
I have an innovative solution.
How do I make my concept real?
How do I assess if it’s working?
How do I plan for sustainability?
INSPIRATION IDEATION IMPLEMENTATION
The Design Process
The human-centered design process has three phases—the Inspiration phase, the Ideation
phase, and the Implementation phase. In the end, you’ll know that your solution will be a
success because you’ve kept the people you’re looking to serve at the heart of the process.
DIVERGE
DIVERG
E
CONVERGE
C
O
NVERG
E
⼀一 ⾃自
和
和
果
果
⼀一 過 全
事
⼀一 全
成發
感
全
這

7. 7The Course for Human-Centered Design
An Introduction
to HCD
“Don’t think of it as failure, think of it
as designing experiments through
which you’re going to learn.”
Failure is an incredibly powerful tool
for learning. Designing experiments,
prototypes, and interactions and testing
them is at the heart of human-centered
design. So is an understanding that not
all of them are going to work. As we seek
to solve big problems, we’re bound to
fail. But if we adopt the right mindset,
we’ll inevitably learn something from that
failure.
“We may not know what that answer
is, but we know that we have to give
ourselves permission to explore.”
Mindsets of a Human-Centered Designer
“You’re taking risk out of the
process by making something
simple first. And you always learn
lessons from it.”
As human-centered designers, we
make because we believe in the power
of tangibility and we know that making
an idea real is a fantastic way to think
it through. When the goal is to get
impactful solutions out into the world
you can’t stay in the realm of theory.
You have to make your ideas real.
Human-centered design is as much about your head as your hands. These Mindsets
uncover the philosophy behind our approach to creative problem solving, and show that
how you think about design directly affects whether you’ll arrive at innovative, impactful
solutions. Spend some time watching these seven Mindsets videos on the NovoEd platform.
“Creative confidence is the notion that
you have big ideas, and that you have
the ability to act on them.”
Anyone can approach the world like a
designer. Often all it takes to unlock that
potential as a dynamic problem solver is
creative confidence. Creative confidence
is the belief that everyone is creative,
and that creativity isn’t the capacity to
draw or compose or sculpt, but a way of
approaching the world.
“I can’t come up with any new ideas
if all I do is exist in my own life.”
Empathy is the capacity to step into
other people’s shoes, to understand
their lives, and start to solve problems
from their perspectives. Human-
centered design is premised on
empathy, on the idea that the people
you’re designing for are your roadmap
to innovative solutions. All you have to
do is empathize, understand them, and
bring them along with you in the design
process.
Learn from Failure
Creative Confidence Empathy
Make It
⼀一 的
⼦子

8. 8The Course for Human-Centered Design
An Introduction
to HCD
“We may not know what that answer
is, but we know that we have to give
ourselves permission to explore.”
“Optimism is the thing that drives
you forward.”
We believe that design is inherently
optimistic. To take on a big challenge,
especially one as large and intractable
as poverty, we have to believe that
progress is even an option. If we didn’t,
we wouldn’t even try. Optimism is the
embrace of possibility, the idea that
even if we don’t know the answer,
that it’s out there and that we can
find it.
Be Optimistic
“What an iterative approach affords us
is that we gain validation along the
way...because we’re hearing from the
people we’re actually designing for.”
Human-centered design is an inherently
iterative approach to solving problems
because it makes feedback from the people
we’re designing for a critical part of how a
solution evolves. By continually iterating,
refining, and improving our work we put
ourselves in a place where we’ll have more
ideas, try a variety of approaches, unlock
our creativity, and arrive more quickly at
successful solutions.
Iterate, Iterate, Iterate
“We may not know what that
answer is, but we know that we
have to give ourselves permission
to explore.”
Human-centered designers always
start from the place of not knowing
the answer to the problem they’re
looking to solve. And though that’s
not particularly comfortable, it allows
us to open up creatively, to pursue
lots of different ideas, and to arrive
at unexpected solutions. Embracing
ambiguity allows us to give ourselves
permission to be fantastically creative.
Embrace Ambiguity
沒 ⼈人
被 可不斷重複循環...

9. An Introduction
to HCD
9
An Introduction
to HCD
點 Shanti
現 全
⽤用 被
⼜又
⼒力
⼀一
出 全 Shanti
被
⼒力

10. An Introduction
to HCD
10
An Introduction
to HCD
STANFORD SOCIAL INNOVATION REVIEW
⼀一 來

11. An Introduction
to HCD
An Introduction
to HCD
Winter 2010 STANFORD SOCIAL INNOVATION REVIEW
⼀一 來 以
IDEO
1991
被
⼀一
來
⾃自
被
起
⼼心
" ⽣生
"(brief)
對 ⼼心
⼥女
說
下⼈人
(insight)
被
我
被
有⼒力
信
被
情
被
⽣生
⼒力

12. An Introduction
to HCD
12
STANFORD SOCIAL INNOVATION REVIEW
An Introduction
to HCD
⼀一 來 2008 ⼩小 ⽼老 做機 只 IDEO
美 ⼩小
·
全
被
⼒力
快
被
發
要
動⽽而
上
很⼒力
之得
種
InnoCe
ntive
在
被
他
被
14
他
被
想
⼒力

13. An Introduction
to HCD
13
An Introduction
to HCD
Winter 2010 STANFORD SOCIAL INNOVATION REVIEW
n
被
快
被
發
要
道
次
就
⽽而
說
Vision
Spring
IDEO
被
多也
⼀一
來被
被
⼦子

14. 14The Course for Human-Centered Design
An Introduction
to HCD
For the millions of Ghanaians without in-home toilets, there are few good
options when it comes to our bodies’ most basic functions. Working with
Unilever and Water and Sanitation for the Urban Poor (WSUP), IDEO and
IDEO.org developed Clean Team, a comprehensive sanitation system that
delivers and maintains toilets in the homes of subscribers. Clean Team now
serves 3,500 people in Kumasi, Ghana, making lives cleaner, healthier, and
more dignified.
Case Study: Clean Team
In-Home Toilets for Ghana’s Urban Poor
成發全 說都
出更 ⼀一 ⽣生 ⽤用 有 ⼒力

15. 15The Course for Human-Centered Design
An Introduction
to HCD
INSPIRATION
The Inspiration phase of the project was
intense, with scores of interviews needed
to understand all facets of the design
challenge. “Because sanitation is a systems-
level challenge we knew that we couldn’t
just design Clean Team’s toilet,” says team
member and designer Danny Alexander.
After six weeks of talking with
sanitation experts, shadowing a toilet
operator, digging into the history of
sanitation in Ghana, and talking to scads
of Ghanaians, key insights about what the
toilet should look like and how waste should
be collected emerged.
An important historical note came
out too: For years Ghana had night soil
collectors, people who cleaned out bucket
latrines each night. But because many night
soil collectors dumped human waste in the
streets, night soil collection was banned in
the 1990s as a threat to public health. This
meant the team could leverage an existing
behavior around in-home waste removal,
but they would have to avoid any association
with illegal dumping.
IDEATION
This was a lightning-fast phase in the
project, one that leapt from learnings
to prototypes in seven weeks. After
brainstorming with its clients and everyday
Ghanaians, the team determined which
direction to take and began testing its
ideas. What aesthetics did people like?
Would a urine-diverting toilet work? Were
people comfortable with servicemen coming
into their homes? Where in the home
would the toilet go? Can you design a
The Outcome
IDEO and IDEO.org teams designed a comprehensive sanitation system to serve the needs
of low-income Ghanaians. The Clean Team service is a custom-designed stand-alone rental
toilet as well as a waste-removal system, but the design work extended to the entire service
ecosystem including branding, uniforms, a payment model, a business plan, and key
messaging. Unilever and WSUP piloted the project with about 100 families in the city of
Kumasi, Ghana, before launching in 2012.

16. 16The Course for Human-Centered Design
An Introduction
to HCD
toilet that can only be emptied at a waste
management facility?
By building a handful of prototypes and
modifying existing portable toilets, the
team got tangible elements of the service
into the hands of Ghanaians. They learned
how the service should be positioned, early
ideas around marketing and promotion, as
well as certain technical limitations, namely
that though flush functions appeared
popular early in the goings, water scarcity
was a major factor to contend with.
One of the best parts of prototyping is
that it gives you real-life feedback to one of
your ideas. The design team suspected that
having someone come into subscribers’
homes to collect and dispose of waste would
be an element of Clean Team’s offer. The
specter of night soil collectors and a history
of illegal dumping made it critical from a
systems level, but would users accept it?
When the team discussed the idea
with people, they heard that consumers
would be happier disposing of their own
waste if it could save them money. Potential
subscribers were also reluctant to allow
service people into their homes.
Though the team had a hunch about
how the service would have to work, they
put the idea to test by running a prototype.
By enacting even just a portion of the
eventual Clean Team service, the designers
could learn how people would react not just
to toilets in their homes, but also to others
emptying them.
Though the toilets themselves were
popular, people quickly came to realize
the value of someone else taking care of
waste disposal. Once potential subscribers
experienced what it meant to have a full
toilet, and how involved proper waste
disposal would be, their desires changed.
IMPLEMENTATION
Once the service offerings, and look and
feel of the toilet were more or less fleshed
out, WSUP ran a live prototype of the
Clean Team service. Because tooling for
toilet manufacture is so expensive, WSUP
used off-the-shelf cabin toilets, which
approximated about 80% of the toilets
that IDEO.org would design to test the
service. They got great results, went ahead
with manufacturing, and as of 2012, the
toilets are in production, sport IDEO.org’s
branding, and have found their way into the
lives of 3,500 people.
Learn more at www.cleanteamtoilets.com
有
個
XD

17. 17The Course for Human-Centered Design
An Introduction
to HCD
The final Clean Team design
included a product, a
service, the branding and
communications, and the key
elements for implementing
the service as a sustainable
business.