Define stage

The Define stage acts as a filter where the review, selection and discarding of information and findings from the Discover stage are analysed, defined and refined as problems.

To do this you can employ these methods:
  • Personas to define potential users of the new service,
  • Scenario to envisage in which situations the new service might be used and
  • Lego Serious Play to provisionally test ne service scenarios.

Extra resource

Design Council, The design Process, assess at http://www.designcouncil.org.uk/aetoolkit/why-design/the-design-process/  

0

This group activity is usually conducted following Story sharing* with the people who shared their stories (service users and other stakeholders). Write all the important stages or touchpoints when someone uses a service across the top of a long sheet of paper. You may have this information if you have already created a System map […]

Continue Reading

0

You can do this design activity in the following way: firstly, phrase the issue under discussion in a full sentence e.g. ‘Why are patients waiting so long for test results?’ and participants then silently record their responses on post-it notes. As a minimum, they should use a noun and a verb; ideally there should be four […]

Continue Reading

0

To form a cluster, write all ideas on post-it notes first, then place similar ideas in groups on a large sheet of paper. Then name each group and take a photo of your clustered ideas to record how they were grouped. For voting, give participants a certain number and distinctive type of stickers (eg 5 […]

Continue Reading

0

Scenarios are imaginative stories that can be presented through a variety of media including texts, illustrated storyboards, videos, film, or short plays and can feature multiple characters to describe different service interactions. To create an effective scenario, first define a set of characters who will use the product or service you are designing. Consider the […]

Continue Reading

0

The correct selection of focus group participants is critical as group dynamics play a key role, as some participants may be empowered, other intimidated. Focus groups can take a great deal of time and energy to organise, but for the inclusive design process it can offer fresh insights for design researchers as well as generate […]

Continue Reading

0

Coming up with innovative ideas for every possible situation and every possible customer can be extremely challenging. That’s when the DSB tool can help you. During a DSB session use a set of cards that depict a wide range of service moments (eg patient waiting in waiting room) and personas (eg consultant, special diabetes nurse). By […]

Continue Reading

0

The Path to Participation normally takes the form of a series of moments which are drawn as a process.  This design activity can visualise different levels from an operational point of view to a representation of the customer journey. Therefore a well-designed service will consider all paths to participation. The path to participation mapping process […]

Continue Reading

0

This is a simple exercise in imagining a service experience using small, hand sized toys. To represent the users’ story you will need some of the following LEGO figures:  user, a member of staff, an environment and some paper touchpoints (see an example in the photo above). You literally walk through the service moments, taking […]

Continue Reading

0

A Persona is a character which is created to represent user research in an easily understandable way. Each persona should bring together lots of information about similar people into one character that represents a group of users. Personas can include the following useful information: name, age, occupation, where personas live, what personas do in their […]

Continue Reading

0

This workshop replicates and accelerates the front-end stages of a typical design development process. It can be tailored to the specific aims of its organisers through the framing of the brief and the selection of participants.  The workshop’s participants may be designers, medical workers, people from other disciplines, such as engineers and specialists in the […]

Continue Reading

0

This activity enables design teams to analyse tasks and gain deeper insights through repeated viewing. It involves observing and filming service users and/or people involved in the service. It allows you to view the video recorded material and reflexively discuss it.  

Continue Reading

0

This design activity provides a space for users to engage with the creative process and it could be used throughout the duration of a project. The activity does not require a trained moderator and can therefore be medical worker-led, extending the boundaries of the traditional focus group format. User forums can be used to explore […]

Continue Reading

0

A list of questions could be posted or emailed to people to capture their responses to a range of subjects or issues. This method can provide both qualitative and quantitative information to enable a comparison of responses. Questionnaires should be as visually clear and inviting as possible. Generally, there are three types of questions: open […]

Continue Reading

0

Steps are agreed with users and/or those familiar with the process and mapped out. There are many process analysis tools – Failure Mode and Effect Analysis (FMEA) is particularly well suited to support design development – FMEA is a step-by-step approach for identifying all possible failures in a design, a manufacturing or assembly process, a […]

Continue Reading