Prototyping involves constructing future situations with real people to evaluate design solutions. [1] Prototypes of a mobile service for the homeless were created through storyboarding and experiential testing to validate the concept. [2] Three iterations were run with homeless participants using Twitter to test the idea of an SMS service connecting them to local resources. [3] Positive outcomes included users receiving assistance like eye exams and job opportunities, showing the potential of the concept.

1. Prototyping:
AS A TOOL TO CONSTRUCT
THE FUTURE SITUATION WITH
REAL PEOPLE
Click to edit Master title style Global Innovation Academy
05.10.2012 Hong Kong

2. What is prototype?
(What do prototypes prototype? by S. Houde& C. Hill)
Prototypes provide the means for examining design
problems and evaluating solutions.
The purpose of prototype is to answer following design
questions:
• What role will the artifact play in a user’s life?
• How should it look and feel?
• How should it be implemented?
Every prototype assumes specific target audience.

3. Prototyping mobile services
Purposes:
1. Consolidate the service concept
2. Validate its impacts and create implementation
opportunities
Audience:
1. Homeless people (+30)
2. Social workers at homeless agency
3. Volunteering group
4. Twitter users (the general public)
5. Design team
6. Potential investors…
Deployed techniques:
Storyboarding &experiential service prototyping
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4. Storyboarding user experience
The initial service concept:
An SMS service that enables the homeless to proactively search local services by using free
text messages
Essential questions:
• Who is users?
• Why he/she use this product/service?
• What is a prerequisite situation?
• Any other parties are involved in to complete the story?
• What technologies are deployed to support user’s behavior?
The very first sketch:

5. Storyboarding user experience
A complete scenario of one use case
Pre-incident -> moment ->consequence

6. Confronting the storyboard to users
Work through the storyboard with users

7. By inviting real users to walk through
the storyboard, the design team gained...
• Reality check of the idea
• Discovery of missing elements
• Getting participants involved in the
project (later they became core users of
experiential service prototype)

8. Experiential service prototyping
Runs mockup services with a group of people within a limited duration
To examine the validity of idea
Deploys an accessible technology to operate the service
Often requires manual operation of technology

9. Three iterations
Run mockup services with a group of actual users within a limited duration

10. 2. Co-creation (4 weeks)
Prototype set-up:
• Changed the technical platform to Twitter
• Engaged with 5 participants at a homeless shelter
• Provided an incentive of participation (pre-paid SIM)

11. 2. Co-creation (4 weeks)
Participants were involved in several user feedback sessions

13. Positive outcomes
• One user received a message informing him of the availability of free eye-
tests. He used the contact number, booked an appointment and now has
glasses.
• One user tweeted about looking for odd jobs because he needed to raise
funds for his visa application. He worked for few days wallpapering a
house, which was offered from an individual following the service.
• One user applying to be a Big Issue dealer decided not to when he was
asked to pay 15 for the required jacket. He tweeted his frustration and one
individual responded that it was a deposit rather than payment. He
returned, got his jacket and is now a Big Issue dealer.
• Numerous supportive conversations between homeless users were
observed including messages discouraging one user from begging.

14. Iterates prototypes in the
real situation until they
become a part of people's
life.

15. Users;
Context;
Technology:
elements that constitute a prototype.
(a.k.a Future Situation)

16. Users;
the most important part of your prototypes.
• Create core users who love the idea and
give them the ownership
• Be responsible because it is real to
participants

17. Context;
carefully select the context.
Be aware in which environments you are
involved when engaging with people:
(streets, shelters and day centres have their own
rules and norms)

18. Technology;
make use of free and existing ones.
• Quicker to deploy
• Widely understood and accepted
• Reduce the cost of failure

19. THANK YOU!
Ohyoon Kwon
hi@ohyoon.com
t: @ohyoonkwn
www.ohyoon.com