@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION ELON UNIVERSITY DESIGN THINKING: IDEAS TO IMPLEMENTATION

@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION THE FUNDAMENTALS OF DESIGN THINKING

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Based on User-Centered Design Principles The process we go through to create a product, service, or platform based on the perspective of how it will be understood and used by the human user. This user-centered approach helps to create a system aimed at supporting the users needs, goals, and behaviors while improving business drivers like increased loyalty, increased sales, increased conversions, etc.

Accessible Valuable Credible Usable Findable Desirable Useful

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Most people make the mistake of thinking design is what it looks like. People think it’s this veneer—that the designers are handed this box and told, ‘Make it look good!’ That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works. – Steve Jobs “ “

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER What Exactly Is Design Thinking? A set of methodologies and approaches based on user-centered design principles to create a system for solving problems. We leverage design thinking to enhance the experiences people have when they interact with a product, service, or platform. The outcomes of using these new systems should create an experience that is accessible, credible, usable, findable, desirable, useful, and at its core, valuable.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Define Ideate Prototype Test Empathize

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER The Value Drivers of Design Thinking Emphasize Business Strategy (increase satisfaction, increase loyalty, increase conversion, etc) Foster Constructive Divergence Evaluate Value by Usefulness 1 2 3

@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION TEAM CHARTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER @BERMONPAINTER #FEDC19 1 2 3 4 5 6 7 8 9 https://designabetterbusiness.com/2017/08/24/team-charter-canvas/

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER @BERMONPAINTER #FEDC19 1 2 3 4 5 6 7 8 9 https://designabetterbusiness.com/2017/08/24/team-charter-canvas/

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER What Problem Will You Solve Today? Fold a Sheet of Paper in Half 3 Times Draw or Write Down Eight Ideas 1 2 3 4 5 6 7 8

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER What Challenge Will You Solve Today? OPPORTUNITY STATEMENT Define the challenge your team will be focusing on. Having a clearly defined problem statement will keep the team on track throughout the session. Keep your challenge simple but make it broad enough to that you can reframe as an opportunity. We’ll leverage this opportunity later as we ideate and prototype a solution. 40% of our guests are missing their connecting flights. PROBLEM STATEMENT Ensure that all of our guests catch their connecting flights.

@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION EMPATHIZE BRING CLARITY AND FOCUS ON USER CHALLENGES/NEEDS

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Overview Empathize is primarily a research phase. It helps us focus on actual user problems/challenges. It gives us a change to learn from business stakeholders, the technical environment, and users, then clearly define the problems we are going to attempt to solve. Research helps us gain understanding and insight into the challenges people have when interacting with various systems. We can leverage the insight gained to help us empathize with their challenges and attempt to enhance and improve their experience.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods User Interviews Talking with users to gain deeper insights on pain points, needs, desires, and goals. Competitive Analysis Primary and secondary research to provide a holistic understanding of how users engage with competitors. Heuristic Analysis Assess an experience across multiple challenges to better understand interaction patterns, features, overall experience. Stakeholder Interviews Talking with stakeholders to gain deeper insights on pain points, vision, constraints and strategy. Content Audit Collect and assess the quality of the content a user is likely to interact with. Ethnographic Research Observe users’ behaviors as they happen in real life over long periods of time. Contextual Inquiry Observe users’ behaviors as they happen in the context of leveraging the system you’re testing. Surveying Gather data from quantitative surveys that reach a broad audience and provide equally bright insights.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods User Interviews Talking with users to gain deeper insights on pain points, needs, desires, and goals. Competitive Analysis Primary and secondary research to provide a holistic understanding of how users engage with competitors. Heuristic Analysis Assess an experience across multiple challenges to better understand interaction patterns, features, overall experience. Stakeholder Interviews Talking with stakeholders to gain deeper insights on pain points, vision, constraints and strategy. Content Audit Collect and assess the quality of the content a user is likely to interact with. Ethnographic Research Observe users’ behaviors as they happen in real life over long periods of time. Contextual Inquiry Observe users’ behaviors as they happen in the context of leveraging the system you’re testing. Surveying Gather data from quantitative surveys that reach a broad audience and provide equally bright insights.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Identify the necessary leadership, subject matter experts, and other stakeholders that should be interviewed Prepare the interview protocols and questions Interview stakeholders in groups or individually. Take notes. Synthesize your research. 1 2 3 4

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Points To Remember: Introduce the purpose of the interview Keep it under an hour Don’t get stuck on the question When possible, consider using two interviewers End each interview by summarizing your key points 1 2 3 4 5

Stakeholder Interviews Overview In many cases we’re working on an initiative for a company or part of a large team. For the initiative to be successful we will need support from a larger group of teams and leadership. We refer to them a VWDNHKROGHUVEHFDXVHRIWHQWKHQKDYHVSHFLȴFYLVLRQV EXVLQHVVFRQVLGHUDWLRQVDQGSROLWLFDOLVVXHVZHZDQW to take into consideration before starting an initiative. To gather context we hold stakeholder interviews. We also use these interviews to share our vision with them to garner support and generate enthusiasm. Guidelines 1. Work with the team and necessary leadership to identify which stakeholders will be closely involved or just need to be informed of the initiatives progress. This includes teams that. may be impacted by any new ideas that need to be implemented or changes to an existing product or service. 2. Prepare the interview protocols that group your questions logically to allow a natural conversation with the stakeholder. 3. Interview stakeholders in groups or individuals & take notes 4. Once you complete your stakeholder interviews you can synthesize the research. A few points to keep in mind: • Introduce the initiative and the purpose of Example Questions Getting Background • Tell me about your role as it related to [initiative]? • Tell me a bit about the work that you do in the organization? • What’s the purpose of the [initiative]? 'HȴQLQJ6WDNHKROGHUV • We else should we talk to about the [initiative]? • What kind of involvement should they have? • Who provides approvals? • Who’s the primary point of contact? Goals • What are your short term business goals as they relate to [initiative]? And your long term business goals? • +RZGR\RXSHUVRQDOO\GHȴQHVXFFHVVIRUWKH [initiative]? • What’s one thing we need to do right to make sure the [initiative] is a success? • What’s one thing you’re afraid that we won’t get right? Why do you believe it puts the [initiative at risk]? • Assuming we can mitigate the risks you LGHQWLȴHGZKDWHOVHZRXOGPDNHWKH>LQLWLDWLYHD success]? Timelines • When should the [initiative] be completed? Is the Use Cases • What pain points have you noticed with the [initiative]? • ΖQ\RXURSLQLRQZKDWLQIRUPDWLRQLVWKHPRVW important to be included for the [initiative]? • :KDWNLQGRILQIRUPDWLRQIHDWXUHVRUIXQFWLRQDOLW\ should exist but isn’t there now? • What would make people continue using the [initiative]? • Are there any special use cases that need to be accounted for? Design/Brand (optional) • :KDWDUHȴYHDGMHFWLYHVWKDWEHVWGHVFULEHWKH [initiative]? • What makes you stand out from any competitors or competing initiatives? • What’s the intangible element that’s being sold? • How do people currently perceive the brand?> • How should they perceive the brand? • Why should people care about the [initiative]? 7HFKQRORJ\RSWLRQDO • What technologies should the [initiative] take advantage of? • [If this is a digital initiative] Where should the [initiative] be hosted? What are the current domain names? Are any others required? DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

Stakeholder Interview Synthesis Overview Once you’ve completed your stakeholder interviews, consolidate the data you’ve collected using the template below. As you go through your notes, you’re looking for the frequency in which statements are similar, unique points of view, and areas where there may be large gaps in understanding, goals, or expectations from the stakeholder groups. Goals & Expectations What are recurring goals that came out of your stakeholder interviews? Are there outliers or misalignment in the data? Outliers or Gaps Outliers or Gaps Outliers or Gaps Outliers or Gaps Quotes Quotes Quotes Quotes Consistent Findings Consistent Findings Consistent Findings Consistent Findings Use Cases What are some of the most common use cases that came from the interviews? Target Users Who are the target users that your project should be aimed at? Timelines When does this project need to be completed? DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods User Interviews Talking with users to gain deeper insights on pain points, needs, desires, and goals. Competitive Analysis Primary and secondary research to provide a holistic understanding of how users engage with competitors. Heuristic Analysis Assess an experience across multiple challenges to better understand interaction patterns, features, overall experience. Stakeholder Interviews Talking with stakeholders to gain deeper insights on pain points, vision, constraints and strategy. Content Audit Collect and assess the quality of the content a user is likely to interact with. Ethnographic Research Observe users’ behaviors as they happen in real life over long periods of time. Contextual Inquiry Observe users’ behaviors as they happen in the context of leveraging the system you’re testing. Surveying Gather data from quantitative surveys that reach a broad audience and provide equally bright insights.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Draft your interview protocol that includes your prepared questions Determine the types of people you’d like to interview and then recruit them Interview the participants and take detailed notes Ask open questions such as ”why”, and avoid leading questions Organize and synthesize your notes 1 2 3 4 5

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Points To Remember: Introduce the purpose of the interview Try to keep the interview under an hour Don’t get stuck on a specific question When possible, consider having two interviewers End each interview by summarizing your key points. 1 2 3 4 5

User Interviews Overview We are designing for people that typically aren’t ourselves. This means that to deeply understand the challenges, needs, and pain points, they face we need to understand their thoughts, emotions, and motivations that are hard to capture through any other form of research. User interviews provide one way to gather this information. Guidelines 1. Prepare for the interview by drafting a protocol. The protocol should include your prepared questions and tasks if you’re gathering feedback on an existing product or service. Group questions and tasks logically to allow a natural conversation with the individual 2. Determine what type of people you’d like to interview and go recruit them. 3. Interview each person and take detailed notes. ΖWȇVFRPPRQWRPHHWSHRSOHDWWKHLURɝFHRUDWD FR΍HHVKRS 4. During the interview, ask open questions such as ”why”, and avoid leading questions. Encourage stories and look for inconsistencies. Pay close attention to non-verbal clues 5. Organize and log your notes for later synthesis A few points to keep in mind: • Introduce the initiative and the purpose of Example Questions Getting Background • Tell me about yourself? • What does your typical weekday look like as it related to [initiative]? • What apps and website do you use the most? • Tell me about your role at your company? Topical Questions Adjust as you need depending on what type of information you’re attempting to gather. • What’s your relationship like with [topic area]? • How do you currently handle things like [tasks]? • How much time do you typically spend on [task]? • What products have you tried out related to [task]? • Have you paid for any of these products? • How did you hear about them? • What do you like about these products? Dislike? • Are you looking for an alternative? Pain Points • Tell me about the last time you tried to [task]? • What was the biggest pain point related to [task]? • Why do you keep doing [task]? What about [task] makes it important to you? • What’s the hardest part about [task]? • What types of workarounds have you created to help you overcome the pain points? • What do you do to make [task] easier? Initiative • Tell me what you think about [initiative]? • Why do you think someone would use [initiative]? • In what ways do you think [initiative] will help overcome some of the pain points you mentioned earlier? • What might cause people to avoid using [initiative]? • What could be done to improve [initiative]? • Does [initiative] remind you of any other products you’ve tried? DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

User Interview Synthesis Overview Once you’ve completed your user interviews, consolidate the data you’ve collected using the template below. As you go through your notes, you’re looking for the frequency in which statements are similar, unique points of view, and areas where there may be large gaps in understanding, goals, or expectations from the user groups. As you collect more data you will want to begin to create personas, empathy maps, and journey maps to provide a detailed view into the various architypes that come our of your interview data. Goals & Expectations What are recurring goals that came out of your interviews? Are there outliers or misalignment in the data? Outliers or Gaps Outliers or Gaps Outliers or Gaps Outliers or Gaps Consistent Findings Consistent Findings Consistent Findings Consistent Findings Use Cases What are some of the most common use cases that came from the interviews? Problems and Pain Points What consistent problems and pain points were you able to identify? Motivations What would motivate a user to engage with and use what you’re creating from your project? DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods User Interviews Talking with users to gain deeper insights on pain points, needs, desires, and goals. Competitive Analysis Primary and secondary research to provide a holistic understanding of how users engage with competitors. Heuristic Analysis Assess an experience across multiple challenges to better understand interaction patterns, features, overall experience. Stakeholder Interviews Talking with stakeholders to gain deeper insights on pain points, vision, constraints and strategy. Content Audit Collect and assess the quality of the content a user is likely to interact with. Ethnographic Research Observe users’ behaviors as they happen in real life over long periods of time. Contextual Inquiry Observe users’ behaviors as they happen in the context of leveraging the system you’re testing. Surveying Gather data from quantitative surveys that reach a broad audience and provide equally bright insights.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Identify any similar products, services or experiences that offer similar ideas Select a set of criteria to compare against Review each competitors according to your criteria Combine the analysis of competitor and compare 1 2 3 4

Competitive Analysis Overview We can learn from other products and services in the market. A Competitive Analysis allows us to study competing solutions and identify industry best practices, potential gaps, and advantages in relation to the idea or problem you’re solving. A Comparative Analysis expands the horizon to look at other products and services with similar processes or use patterns we may want to gain more insight around. Guidelines 1. Identify direct competition for competitive DQDO\VLVDQGDQ\SURGXFWVRUVHUYLFHVWKDWR΍HU similar ideas for comparative analysis 2. Select a set of criteria. It can be a set of features (e.g., allows user to check inventory before RUGHULQJRUDVSHFLȴFLQWHUDFWLRQSDWWHUQHJ navigation bar) 3. Review each competitive product or service and document each according to the analysis criteria. It may be helpful to use a ranking criteria of poor = 1, average = 2, excellent = 3 to easily compare your results. 4. Combine the analysis of each competitor and compare. It’s recommended to use a spreadsheet to easilt capture and calculate totals by competitor. Competitor Name Criteria #1 Criteria #2 Criteria #3 Criteria #4 Criteria #5 DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods User Interviews Talking with users to gain deeper insights on pain points, needs, desires, and goals. Competitive Analysis Primary and secondary research to provide a holistic understanding of how users engage with competitors. Heuristic Analysis Assess an experience across multiple challenges to better understand interaction patterns, features, overall experience. Stakeholder Interviews Talking with stakeholders to gain deeper insights on pain points, vision, constraints and strategy. Content Audit Collect and assess the quality of the content a user is likely to interact with. Ethnographic Research Observe users’ behaviors as they happen in real life over long periods of time. Contextual Inquiry Observe users’ behaviors as they happen in the context of leveraging the system you’re testing. Surveying Gather data from quantitative surveys that reach a broad audience and provide equally bright insights.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Draft your inquiry protocol Spend time where people would interact with your defined product, service or experience Observe and talk with the inquiry participant while walking through your defined tasks as they play out in context Interpret the data you’ve collected, synthesize and consolidate your findings 1 2 3 4

Contextual Inquiry Overview This document describes the plan for conducting a contextual inquiry for a website, application or other types of products or services. The goals of contextual inquiries help determine initial benchmarks around how intuitive an experience is, validate any performance criteria, and identifying areas in order to improve the the overall user experience. Objectives: Uncover problems with usability from navigation errors, unclear content, ambiguous labels, and overly complex user journeys. Typically, an initial contextual inquiry will help us establish a baseline around performance perameters and user satisfaction that will be used to measure improvements in future evaluations. Add your own objectives: Procedure Participants will take part in the contextual inquiry at _________________________________________ in __________________________. A ____________________ with the ________________________________ will be used in a _________________________________. The participant’s interactions location name location setting city device (computer, tablet) website | application DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Resources

@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION DEFINE SYNTHESIZE YOUR RESEARCH

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Overview The define phase allows us a moment to fully synthesize all of our learnings gained from our research findings (primary/secondary, qual/quant) to develop a deeper understanding of our users, the problems they face, and where we should focus our efforts as we look to solve their most important challenges. From our research we’re able to gain substantial insight and then define a unique point of view. We can leverage the point of view to determine what needs and expectations aren’t yet being met. These new insights allow us to look for innovative solutions as we ideate.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods 5 Whys Identify the root cause behind users problems/challenges through asking successive “whys”. Personas Create a composite characteristic profile that focuses our attention on relevant and important user groups. Journey Map Break down important steps of the users journey that includes what they’re thinking, feeling, and doing for each step of their journey. Empathy Map Identify users’ needs and insights by grouping information and notes from user interviews. Value Prop Canvas Framework to help ensure that a product or service is positioned around what the user values and needs Business Model Canvas Framework that helps document new or existing business models while defining the value proposition.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods 5 Whys Identify the root cause behind users problems/challenges through asking successive “whys”. Personas Create a composite characteristic profile that focuses our attention on relevant and important user groups. Journey Map Break down important steps of the users journey that includes what they’re thinking, feeling, and doing for each step of their journey. Empathy Map Identify users’ needs and insights by grouping information and notes from user interviews. Value Prop Canvas Framework to help ensure that a product or service is positioned around what the user values and needs Business Model Canvas Framework that helps document new or existing business models while defining the value proposition.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Before starting your personas, make sure your research is complete Identify commonalities commonalities that can be consolidated into one or more persona Give your persona a name and refer back to this persona and their characteristics 1 2 3

Personas Overview 2QHRIWKHȴUVWZD\VZHEHJLQWRV\QWKHVL]HRXU UHVHDUFKIURPWKHHPSDWK\SKDVHLVWRWXUQWKH GDWDLQWRSHUVRQDV3HUVRQDVVKRXOGQȇWEHD EUHDNGRZQRIHYHU\SHUVRQ\RXLQWHUYLHZΖQVWHDG WKH\DFWDVDZD\WRQDUURZGRZQ\RXUUHVHDUFK LQWRJURXSVRISURȴOHV7KHVHSURȴOHVDUHDFULWLFDO IRXQGDWLRQWRJXLGHRXUIXWXUHGHVLJQGHFLVLRQVDQG NHHSXVJURXQGHGRQUHOHYDQWFKDUDFWHULVWLFVRIRQH RUPRUHW\SHVRIXVHUV 7KHSHUVRQDDOORZVXVWREHJLQWRFRQVROLGDWHRXU GDWDLQWRSHUVRQDOLW\WUDLWVPRWLYDWLRQVDWWLWXGHV KRZRIWHQWKH\XVHSURGXFWVRUVHUYLFHVRUVSHFLȴF IHDWXUHVDQ\UHOHYDQWSUHIHUHQFHVDQGDQ\RWKHU LPSRUWGDWDWKDWȇVFRPHIURPPXOWLSOHLQGLYLGXDOVZH ZDQWWRLGHQWLI\LQWKHSHUVRQD Guidelines %HIRUHVWDUWLQJGHYHORS\RXUSHUVRQDVUHVHDUFK VKRXOGEHFRPSOHWHDQGV\QWKHVL]HG )URP\RXUV\QWKHVL]HGUHVHDUFKLGHQWLI\ FRPPRQDOLWLHVFRPPRQDOLWLHVWKDWFDQEH FRQVROLGDWHGLQWRRQHRUPRUHSHUVRQD 7KHVHFRPPRQDOLWLHVFRXOGEHGHPRJUDSKLF LQIRUPDWLRQHJDJHLQFRPHIDPLOLDULW\ZLWK FHUWDLQWHFKQRORJ\PRWLYDWLRQVHJKHDOWK GULYHQDQGRWKHULQIRUPDWLRQGHHPHGUHOHYDQW *LYH\RXUSHUVRQDDQDPHDQGUHIHUEDFNWRWKLV SHUVRQDDQGWKHLUFKDUDFWHULVWLFVDV\RXEHJLQ WRLGHDWHKRZWRVROYHWKHLUFKDOOHQJHVDQGPHHW Bio & Demographic Information 1DPH $JH )DPLO\'HWDLOV (GXFDWLRQ 2FFXSDWLRQ Photo or illustration of your persona Tasks :KDWDUHWKHPRVWFRPPRQWDVNV WKH\DUHWU\LQJWRFRPSOHWH":KDW TXHVWLRQVGRWKH\QHHGDQVZHUHG" Feelings 2YHUDOOKRZGRWKH\IHHODERXWWKHH[SHULHQFH":KDWUHDOO\ Goals :KDWLVWKHLUXOWLPDWHJRDO":KDWDUH WKH\UHDOO\WU\LQJWRDFKLHYH" Frustrations :KDWFKDOOHQJHVDUHWKH\ H[SHULHQFHLQJZKHQDWWHPSWLQJWR DFFRPSOLVKWKHLUWDVNV" ΖQȵXHQFHV :KDWSHRSOHWKLQJVRUSODFHVLQȵXHQFHGWKHLUEHKDYLRU" DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods 5 Whys Identify the root cause behind users problems/challenges through asking successive “whys”. Personas Create a composite characteristic profile that focuses our attention on relevant and important user groups. Journey Map Break down important steps of the users journey that includes what they’re thinking, feeling, and doing for each step of their journey. Empathy Map Identify users’ needs and insights by grouping information and notes from user interviews. Value Prop Canvas Framework to help ensure that a product or service is positioned around what the user values and needs Business Model Canvas Framework that helps document new or existing business models while defining the value proposition.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Review any interview notes, audio or video recordings from your interviews Consolidate and categorize the data from your research Identify the needs of the people you interviewed Identify insights by noting and analyzing tensions and contradictions in user behavior, and asking yourself ”why”? 1 2 3 4

Empathy Map Overview During the empathize phase, we make a large number of observations during our research with users and stakeholders. To generate meaningful and actionable insights, we need to group observations into logical categories. One way to synthesize some of this research is to create an empathy map. An empathy map helps us break down research into the categories of what our users think, feel, do, and say. You’ll also want to identify their pain points and needs. Guidelines 1. Review any interview notes, audio or video recordings 2. Begin to consolidate and categorize data from your research into 6 areas: thinking, hearing, saying, seeing, fearing, and hoping 3. As you consolidate your data by answering the previous questions, Identify the users’ “needs” using sentences that start with a verb. Note WKDWQHHGVFDQEHLGHQWLȴHGXVLQJHLWKHUD direct observation of one or multiple traits (e.g., ZKDWWKHXVHUVGRDQGIHHORUDFRQȵLFWLQJ observation between two traits (e.g., what the user says and what he/she does) 4. Identify insights by noting and analyzing tensions and contradictions in user behavior, and asking yourself ”why”? The empathy map will be a good starting point for us WRYLVXDOL]HXVHUQHHGVDVZHEHJLQWKHIXUWKHUGHȴQH Thinking What seemed to matter to them during your interviews? What occupied their thinking? Saying :KDWVSHFLȴFWKLQJVGLGWKH\ say during your interview related to [initiative]? Hearing What are they hearing others say? It could be from friends, colleagues, family or from second-hand sources. Fearing What challenges, frustrations or fears are they facing? Doing What do they do today as it related to [initiative]? What do they need to do GL΍HUHQWO\" Hoping What are their hopes and desires as they relate to [initiative]? Needs Overall, what are their actual needs? Observations 'LG\RXQRWLFHDQ\FRQȵLFWLQJLQIRUPDWLRQEHWZHHQRQHRU DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods 5 Whys Identify the root cause behind users problems/challenges through asking successive “whys”. Personas Create a composite characteristic profile that focuses our attention on relevant and important user groups. Journey Map Break down important steps of the users journey that includes what they’re thinking, feeling, and doing for each step of their journey. Empathy Map Identify users’ needs and insights by grouping information and notes from user interviews. Value Prop Canvas Framework to help ensure that a product or service is positioned around what the user values and needs Business Model Canvas Framework that helps document new or existing business models while defining the value proposition.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Determine what journey is most relevant to the problem you want to solve Leverage any research findings, your personas and empathy maps Break the journey map down using the provided template 1 2 3

Journey Map Overview A core user experience practice is to create a journey map once you’ve completed one or more personas. $MRXUQH\PDSYLVXDOO\LGHQWLȴHVKRZXVHUVLQWHUDFW ZLWKDSURGXFWRUVHUYLFHRYHUDSHULRGRIWLPHDQG LGHQWLȴHVWKHYDULRXVWRXFKSRLQWVWKH\KDYHDFURVV PXOWLSOHFKDQQHOV-RXUQH\PDSVKHOSXVPDNH EHWWHUGHFLVLRQVDURXQGZKDWQHHGVWREHFKDQJHG LPSURYHGUHPRYHGRUFRQWLQXHG Guidelines 1. 'HWHUPLQHZKDWSURFHVVMRXUQH\LVPRVWUHOHYDQW to your problem 2. /HYHUDJHDQGUHVHDUFKȴQGLQJVIURPXVHUVDQG VWDNHKROGHUV3HUVRQDVDQGDQHPSDWK\PDSV ZLOOEHXVHIXO 3. %UHDN\RXUMRXUQH\PDSGRZQLQWR • Stages7KHVHDUHWKHKLJKOHYHOVWHSVWKDW WDNHXVHUVIURPSRLQW$WRSRLQW%DVWKH LQWHUDFWZLWKDSURGXFWRUVHUYLFH • Touchpoints(DFKVWDJHZLOOKDYHPXOWLSOH WRXFKSRLQWV5HPHPEHUWKHVHDUHSRLQWVRI LQWHUDFWLRQVWKDWDXVHUKDVDQGFRXOGEHD ZHEVLWHPRELOHDSSOLFDWLRQFDOOFHQWHURUD SK\VLFDOORFDWLRQ • )RUHDFKWRXFKSRLQWLGHQWLI\ZKDW\RXUXVHUV are thinking, feeling, doingDQGsayingΖI \RXȇYHFRPSOHWHGDQHPSDWK\PDSLWZLOOEH KHOSIXOWRLGHQWLI\GXULQJZKDWWRXFKSRLQW STAGES DOING (TOUCHPOINTS) THINKING FEELING ING DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Resources

@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION IDEATE BE CREATIVE AND DON’T CONSTRAIN YOUR IDEAS TOO EARLY

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Overview Once we have a strong foundation based on empathy and we’ve defined out understanding of the problem space, we use the data collected so far to inform our imaginations as we ideate around potential solutions.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Crazy 8’s Quick generate ideas in an extremely short amount of time and select the best ideas democratically. Affinity Mapping Quick way to take a large number of ideas and then organize and prioritize them in logical categories. Brainstorming Generate related. Ideas from a central idea, typically starting with a problem statement, point of view, and desired outcomes. Card Sorting Clarify and define meaningful categorization of content with the help of the users. Priority Matrix Identify various features that make up a solution and prioritize them based on value and complexity. Mealtime Identify various features that make up a solution and prioritize them based on veggies, meats, and desserts.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Crazy 8’s Quick generate ideas in an extremely short amount of time and select the best ideas democratically. Affinity Mapping Quick way to take a large number of ideas and then organize and prioritize them in logical categories. Brainstorming Generate related. Ideas from a central idea, typically starting with a problem statement, point of view, and desired outcomes. Card Sorting Clarify and define meaningful categorization of content with the help of the users. Priority Matrix Identify various features that make up a solution and prioritize them based on value and complexity. Mealtime Identify various features that make up a solution and prioritize them based on veggies, meats, and desserts.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Take a sheet piece of paper (or you can use 8 index cards or sticky notes) Fold the paper in half three times. When you unfold the paper you should have 8 areas to jot ideas down in Every 30 seconds, write down or sketch one idea per box until the time is up 1 2 3

Crazy 8’s Overview A ideation method to quickly generate ideas by yourself or with a large group in an extremely short amount of time. Guidelines 1. Each participant gets something to write with and a piece of paper. Letter size is preferred or you can use index cards or sticky notes 2. If you use a piece of paper, each person will take their paper and fold in half three times. When they unfold their paper they should end up with 8 boxes. If you use index cards or stickly notes give each person 8. 3. Start a timer for 30 seconds 4. Each person will write down or sketch one idea on each box, index card or sticky note every 30 seconds until their out of ideas or they’ve completed eight. 5. Step 5 will depend on if you’re doing this alone, or with a group. • If you’ve done this by yourself, choose 2-3 ideas that you want to carry forward into the prototyping phase. • If you’ve done with with a group, you’ll want to consolidate ideas and then prioritize together. To understand how to consolidate your LGHDVZDWFKWKHDɝQLW\PDSSLQJYLGHR7R understand how to prioritize your ideas watch either the mealtime or priority matrix videos. Fold your paper in half 3 times Unfold your paper Illustrate or descrivbe 8 ideas FOLD FOLD FOLD 1 5 2 6 3 7 4 8 DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Crazy 8’s Quick generate ideas in an extremely short amount of time and select the best ideas democratically. Affinity Mapping Quick way to take a large number of ideas and then organize and prioritize them in logical categories. Brainstorming Generate related. Ideas from a central idea, typically starting with a problem statement, point of view, and desired outcomes. Card Sorting Clarify and define meaningful categorization of content with the help of the users. Priority Matrix Identify various features that make up a solution and prioritize them based on value and complexity. Mealtime Identify various features that make up a solution and prioritize them based on veggies, meats, and desserts.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Collect the ideas and arrange them on a flat surface Individually or with your group, sort the ideas into clusters based on how they relate If necessary, create a misc cluster After all of the ideas have been sorted into clusters, title each cluster 1 2 3 4

$ıQLW\0DSSLQJ Overview A great method to make sense of and organize a lot of LQIRUPDWLRQLQWRORJLFDOJURXSV$ɝQLW\PDSSLQJKHOSV us draw connections between these individual ideas join them together so we can develop deeper insights. 7KHH[HUFLVHDOVRKHOSVXVJRIURPDQDO\VLVDQGLGHDV WRV\QWKHVLV Guidelines 1. &ROOHFW\RXULQGLYLGXDOLGHDVRULGHDVIURPD JURXSDQGSRVWWKHPRQDVXUIDFHWKDWHYHU\RQH can see 2. ΖQGLYLGXDOO\RUZLWK\RXUJURXSVRUWWKHLGHDVLQWR FOXVWHUVEDVHGRQKRZWKHWHDPIHHOVWKH\UHODWH 3. ΖIQHFHVVDU\FUHDWHDȊPLVFFDWHJRU\ȋIRUDQ\ LGHDVWKDWGRQȇWDSSHDUWRIDOOLQWRDFDWHJRU\ 4. After all of the ideas have been sorted into FOXVWHUVKDYHWKHJURXSWRQDPHHDFKFDWHJRU\ ZULWHLWRQDVHSDUDWHSRVWLWQRWHDQGSRVWDERYH the column. If the team can’t agree on a single FDWHJRU\QDPHXVHHDFKQDPH 3ODFHDOORIWKHLGHDVRQDȵDWVXUIDFH Group like ideas into logical clusters ȊΖVWKLVVLPLODURUGL΍HUHQW"ȋ Label each cluster DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Crazy 8’s Quick generate ideas in an extremely short amount of time and select the best ideas democratically. Affinity Mapping Quick way to take a large number of ideas and then organize and prioritize them in logical categories. Brainstorming Generate related. Ideas from a central idea, typically starting with a problem statement, point of view, and desired outcomes. Card Sorting Clarify and define meaningful categorization of content with the help of the users. Priority Matrix Identify various features that make up a solution and prioritize them based on value and complexity. Mealtime Identify various features that make up a solution and prioritize them based on veggies, meats, and desserts.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Take the ideas or clustered groups from an affinity mapping exercise Think through how important the successful implementation of the idea would be to your target user Align each idea or cluster and map them to one of 3 categories: vegetables, meats, or desserts 1 2 3

Mealtime Prioritization Overview This provides a simple way to quickly prioritize your ideas and determine which ideas you’d like to bring forward into the prototyping phase. Guidelines 1. Take the ideas you or your group have generated. And begin to prioritize them. If there are a lot of loose ideas, consider running them through an DɝQLW\PDSSLQJH[HUFLVHȴUVW 2. Take each idea or categorized idea cluster and think through how important it is. 3. Begin to align each idea or cluster and map them to one of 3 categories: Vegetables (must-haves), Meats (wants), and Desserts (nice-to-haves AFFINITY MAPPING GROUP AFFINITY MAPPING GROUP AFFINITY MAPPING GROUP AFFINITY MAPPING GROUP AFFINITY MAPPING GROUP AFFINITY MAPPING GROUP VEGGIES Must-Haves MEATS Needs DESSERTS Nice-To-Haves DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Crazy 8’s Quick generate ideas in an extremely short amount of time and select the best ideas democratically. Affinity Mapping Quick way to take a large number of ideas and then organize and prioritize them in logical categories. Brainstorming Generate related. Ideas from a central idea, typically starting with a problem statement, point of view, and desired outcomes. Card Sorting Clarify and define meaningful categorization of content with the help of the users. Priority Matrix Identify various features that make up a solution and prioritize them based on value and complexity. Mealtime Identify various features that make up a solution and prioritize them based on veggies, meats, and desserts.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Take your ideas and line them up along the value axis Take two ideas randomly and ask yourself, “Will this idea provide more value to my users than the other idea?” If the answer is yes, move the chosen idea in front of the other. If the answer is no, put the chosen idea behind it. Continue organizing ideas until all are aligned along the value axis Next, move them up or down along the complexity axis. Continue ranking each idea up or down along the complexity to axis until all ideas are aligned. 1 2 3

Priority Matrix Overview The priority matrix will help you visualize which ideas DUHWKHPRVWYDOXDEOHZLWKWKHORZHVWH΍RUWQHHGHG to create. As you chose which ideas to prototype, it’s 2.WRFKRRVHLGHDVWKDWUDQJHLQFRPSOH[LW\DVORQJDV WKH\SURYLGHDKLJKYDOXH Guidelines 1. 7DNHHDFKLGHDVDQGOLQHWKHPXSDORQJWKHYDOXH axis 2. 7DNHWZRLGHDVDQGDVN\RXUVHOIȊ:LOOWKLVLGHD SURYLGHPRUHYDOXHWKDQWKHRWKHULGHD"ȋΖIWKH DQVZHULV\HVSXWWKHLGHDLQIURQWRIWKHRWKHU DORQJWKHD[LVΖIWKHDQVZHULVQRSXWWKHLGHD EHKLQGLWRQWKHD[LV 3. 7DNHDQRWKHULGHDIURPWKHJURXSDQGFRPSDUH LWWRWKHWZRLGHDV\RXMXVWUDQNHGDORQJWKHD[LV $VNWKHVDPHTXHVWLRQDQGSODFHWKHLGHDLQ IURQWEHKLQGLQEHWZHHQWKHRWKHULGHDV 4. &RQWLQXHSXOOLQJLGHDVXSWRWKHYDOXHD[LVDVNLQJ ZKLFKSURYLGHPRUHRUOHVVYDOXHDQGUDQNWKHP XQWLOHYHU\LGHDLVUDQNHGORZWRKLJKYDOXHDORQJ the axis. 5. 2QFH\RXȇYHFRPSOHWHUDQNHG\RXULGHDVPRYH WKHPXSRUGRZQDORQJWKHD[LVIRUFRPSOH[LW\WR prototype. 6. &RQWLQXHUDQNLQJHDFKLGHDXSRUGRZQDORQJ WKHFRPSOH[LW\WRD[LVXQWLODOOLGHDVVLWLQRQHRI WKHTXDGUDQWVRI\RXUPDWUL[ THE SWEET SPOT +LJK9DOXH/RZ&RPSOH[LW\ SAVE FOR A RAINY DAY /RZ9DOXH/RZ&RPSOH[LW\ BREAK DOWN MORE TO SIMPLIFY +LJK9DOXH+LJK&RPSOH[LW\ CAUTION ZONE /RZ9DOXH+LJK&RPSOH[LW\ COMPLEXITY +Ζ*+ DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

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@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION PROTOTYPE MAKING OUR IDEAS REAL

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Overview One we’ve generated a number of ideas and have narrowed down where we want to focus our efforts, we begin to develop basic prototypes that can then be used to gather feedback from our users, validate our initial assumptions, and provide us with more data we can use to further iterate on and refine our ideas into a final solution.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Paper Prototype Model your ideas quickly with paper for quick interfaces or 3D models that your users can quickly interact with. Wireframes Similar to a blueprint to a building, a wireframe is a visual drawing that details elements for an interface. Storyboard Visually captures a narrative story around how, where and why people may engage in a product or service. Sketching Illustrate your ideas. Sketching is typically done quickly on a whiteboard or paper. Interactive Mockups Take sketches, wireframes or high- fidelity mockups and put them into a tool that allows users to click or tap through your experience. Simulation Physically acting out or creating a video of what happens when a user interacts with a product or service 3D Printing Useful for quickly modeling physical prototypes. Low Fidelity High Fidelity

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Paper Prototype Model your ideas quickly with paper for quick interfaces or 3D models that your users can quickly interact with. Wireframes Similar to a blueprint to a building, a wireframe is a visual drawing that details elements for an interface. Storyboard Visually captures a narrative story around how, where and why people may engage in a product or service. Sketching Illustrate your ideas. Sketching is typically done quickly on a whiteboard or paper. Interactive Mockups Take sketches, wireframes or high- fidelity mockups and put them into a tool that allows users to click or tap through your experience. Simulation Physically acting out or creating a video of what happens when a user interacts with a product or service 3D Printing Useful for quickly modeling physical prototypes. Low Fidelity High Fidelity

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Gather all of your materials first Warm up Create one sketch per sheet per idea Iterate as the ideas happen 1 2 4 3

Paper Prototyping Overview The simplest form or prototyping can be done with nothing more that pen and paper. Paper prototyping doesn’t require any software or tools. If you’re prototyping a digital interface, you can VLPSO\GUDZGL΍HUHQWVFUHHQVZLWKSDSHUDQGSHQΖI\RXȇUHDWWHPSWLQJWRSURWRW\SLQJDSK\VLFDOREMHFWVRPHVFLVVRUVWDSHDQGJOXHFDQJRDORQJZD\WRTXLFNO\PDNH\RXULGHDUHDO3DSHU SURWRW\SLQJLVORZȴGHOLW\DQGLGHDOLI\RXZDQWWRUDSLGO\WHVWEURDGFRQFHSWVΖWȇVTXLFNFKHDSDQGGRHVQȇWUHTXLUHDGYDQFHGGHVLJQVNLOOV7KLVDOORZVGL΍HUHQWSHRSOHIURPGL΍HUHQWWHDPV FDQHDVLO\EHLQYROYHG Guidelines 1. *DWKHUDOORI\RXUPDWHULDOVȴUVW0DNHVXUH\RXKDYHHQRXJKSDSHUDQGGUDZLQJXWHQVLOVEHIRUHKDQGSOXVVFLVVRUVJOXHSRVWLWVLQGH[FDUGVWDSHDQGDGGLWLRQDOWRROV\RXPLJKWQHHG 2. :DUPXS6RPHWLPHVZHQHHGDELWRIDZDUPXSWRZHDUHQȇWOHIWVWDULQJDWDEODQNVKHHWRISHRSOH7DNHDVKHHWRISDSHUDQGVFULEEOHDOORYHULW2UPD\EHVWDUWVNHWFKLQJRXWLGHDVDV TXLFNO\DVWKH\FRPH

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Paper Prototype Model your ideas quickly with paper for quick interfaces or 3D models that your users can quickly interact with. Wireframes Similar to a blueprint to a building, a wireframe is a visual drawing that details elements for an interface. Storyboard Visually captures a narrative story around how, where and why people may engage in a product or service. Sketching Illustrate your ideas. Sketching is typically done quickly on a whiteboard or paper. Interactive Mockups Take sketches, wireframes or high- fidelity mockups and put them into a tool that allows users to click or tap through your experience. Simulation Physically acting out or creating a video of what happens when a user interacts with a product or service 3D Printing Useful for quickly modeling physical prototypes. Low Fidelity High Fidelity

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Decide what experience want to wireframe Map out the user flow, or how your intended user will go from one task to the next Design your wireframe 1 2 3

Wireframes Overview ΖI\RXȇUHSODQQLQJWRFUHDWHDQLQWHUIDFHZHEPRELOHDZLUHIUDPHPD\EHWKHEHVWPHWKRGIRU\RXUSURWRW\SH$ZLUHIUDPHLVDYLVXDORXWOLQHWRFOHDUO\LGHQWLI\ZKHUHVSHFLȴFFRQWHQW features, and connections between for digital interfaces. A wireframe often doesn’t take color or visual aesthetics into account, and it represents the bare structure of your interface. Guidelines 1. Decide what experience want to wireframe: You should have some great insight into what your users needs are and how you want to solve their problems. You may need to do a round of ideation to determine which features you want to include in your wireframe. 2. 0DSRXWWKHXVHUȵRZ0RVWGLJLWDOH[SHULHQFHVKDYHDEHJLQQLQJDQGDQHQG'HWHUPLQHKRZDXVHUZRXOGȵRZIURPSDJHWRSDJHDVSDUWRI\RXUSURWRW\SH 3. Design your wireframe: Wireframes can be drawn on paper or you can choose to use a digital illustration tool. When creating your wireframe, don’t focus on aesthetics. Most wireframes DUHVLPSOHEODFNER[HVSRVLWLRQHGRQDVFUHHQZLWKWH[W7KHSDJHVLQ\RXUZLUHIUDPHVKRXOGPDWFKWKHXVHUȵRZ\RXLGHQWLȴHG Templates Consider using one of our templates for web, tablet, and phone interfaces. Suggested Materials 1. Printed wireframe templates 2. Pens 3. Colored Markers 4. Sharpies 5. Tape 6. Scissors @BERMONPAINTER \ #ELONUNIVERSITY DESIGN THINKING: IDEAS TO IMPLEMENTATION Wireframe: Desktop @BERMONPAINTER \ #ELONUNIVERSITY DESIGN THINKING: IDEAS TO IMPLEMENTATION Wireframe: Phone @BERMONPAINTER \ #ELONUNIVERSITY DESIGN THINKING: IDEAS TO IMPLEMENTATION Wireframe: Tablet DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods Paper Prototype Model your ideas quickly with paper for quick interfaces or 3D models that your users can quickly interact with. Wireframes Similar to a blueprint to a building, a wireframe is a visual drawing that details elements for an interface. Storyboard Visually captures a narrative story around how, where and why people may engage in a product or service. Sketching Illustrate your ideas. Sketching is typically done quickly on a whiteboard or paper. Interactive Mockups Take sketches, wireframes or high- fidelity mockups and put them into a tool that allows users to click or tap through your experience. Simulation Physically acting out or creating a video of what happens when a user interacts with a product or service 3D Printing Useful for quickly modeling physical prototypes. Low Fidelity High Fidelity

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Start by writing out the story you want to tell. If you’re presenting the storyboard to users, you’ll want to focus in on the elements you want feedback on. Figure out what you want to learn and make sure it shows up in your narrative. Use low-fidelity sketches with words underneath to begin. 1 2 3

Storyboards - Storytelling Canvas Overview Some prototypes aren’t tangible objects and may work best as a story. Storytelling was the original method of passing knowledge from one generation to the next. It’s still one of the most compelling methods for communicating knowledge. Storytelling can be oral, YLVXDORUWH[WXDO$ORZȴGHOLW\SURWRW\SLQJPHWKRGWR tell a story is with a storyboard. A storyboard focuses on the person’s experience of using the product or service you’d like to prototype. Guidelines 1. Start by writing out the story you want to tell. If you’re presenting the storyboard to users, you’ll want to focus in on the elements you want feedback on. 2. Figure out what you want to learn and make sure it shows up in your narrative. 3. 8VHORZȴGHOLW\VNHWFKHVZLWKZRUGVXQGHUQHDWK to begin. As you think through your story, work in a few fundamental elements: • Setting: The setting orients the audience, providing a sense of time and place for the story. • Characters: &KDUDFWHULGHQWLȴFDWLRQLVKRZWKH audience becomes involved in the story, and how the story becomes relevant. • Plot: The plot ties events in the story together, and is the channel through which the story can ȵRZ Subject What’s your story about? Preparation What should the audience think, know, or want before they experience your story? The Beginning What needs to be set up or explained to begin your story? Goal What’s the most important thing you want to convey to the audience through your story? Conclusion What should the audience think, know, or want after they experience your story? The Middle What do you need to share to lead the audience to their ‘ah-ha’ moment? Audience Who is your core audience? The End :KDWȇV\RXUFRQFOXVLRQRUȴQDOFDOOWR action the audience should care about or do? DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

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@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION TEST VALIDATE YOUR ASSUMPTIONS

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Overview We’ve made a number of assumptions based on which prototypes we believe will accurately solve our users’ problems. We can now take our prototypes, solicit feedback from users and then use their feedback to evaluate, refine, and iterate on our prototypes.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods A/B Testing Using two versions of a similar design to understand which one performs better under similar scenarios. Focus Group Testing a product or service with small groups typically accompanied by a questionnaire. Usability Testing Moderating testing around unique scenarios or tasks.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods A/B Testing Using two versions of a similar design to understand which one performs better under similar scenarios. Focus Group Testing a product or service with small groups typically accompanied by a questionnaire. Usability Testing Moderating testing around unique scenarios or tasks.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines 1 2 3

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Template

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Methods A/B Testing Using two versions of a similar design to understand which one performs better under similar scenarios. Focus Group Testing a product or service with small groups typically accompanied by a questionnaire. Usability Testing Moderating testing around unique scenarios or tasks.

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Guidelines Have a prototype (paper, digital) Identify tasks you’d like to test and build a usability test script Define what you want to learn from the test Recruit users for your test Facilitate Testing following your test script in person or through remote session Synthesize your test results Iterate designs & re-test as needed 1 2 3 4 5 6 7

Usability Test Plan Overview This document describes a test plan for conducting a usability test for a website, application or other types of products or services. The goals of usability testing help is determine initial benchmarks around how intuitive an experience is, validate any performance criteria, and identifying areas in order to improve the the overall user experience. Objectives: Uncover problems with usability from navigation errors, unclear content, ambiguous labels, and overly complex user journeys. Typically, an initial usability study will help us establish a baseline around performance perameters and user satisfaction that will be used to measure improvements in future evaluations. Add your own objectives: Procedure Participants will take part in the usability test at _________________________________________ in __________________________. A ____________________ with the ________________________________ will be used in a _________________________________. The participant’s interactions and commentary will location name location setting city device (computer, tablet) website | application DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER

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@BERMONPAINTER DESIGN THINKING: IDEAS TO IMPLEMENTATION WRAP-UP

DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Summary Design thinking is simply a methodology wrapped around user- centered design principles To effectively implement design thinking requires a mix of different thinking and insight across multiple functions in your organization (business, marketing, IT, design, etc.) Empathy may be a distinct part of the design thinking process but you never stop empathizing with users A dual track approach allows the needed flexibility to go through the design thinking process while allowing implementation to leverage what ever methodology they prefer (agile, SCRUM, SAFE, etc.) 1 2 3 4

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DESIGN THINKING: IDEAS TO IMPLEMENTATION @BERMONPAINTER Don’t make something unless it is both necessary and useful; but if it is both necessary and useful, don’t hesitate to make it beautiful. – Shaker Design Philosophy “ “

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