Summary
This session examines design interactions beyond screens -- supermarkets, train stations and kiosks alike -- to examine the ways we've grafted the digital world into everyday life without bringing along the users of these tools and technologies. We'll explore the ways that friction causes bottlenecks in the delivery of government services and how designers can use research and collaboration to uncover these pitfalls before they're too hard to fix.
Key Insights
-
•
Every problem is fundamentally a design problem.
-
•
Service experiences often overlook the true needs of users due to existing biases in design processes.
-
•
Good friction can enhance security, while bad friction can frustrate users.
-
•
Consequence design addresses the unseen aspects that significantly impact user experience.
-
•
User research is essential even in fast-paced projects; taking time for it leads to better outcomes.
-
•
The public perception of service design varies significantly between cultures, affecting implementation.
-
•
Trust in public services can be restored by focusing on user-centered design principles.
-
•
The orchestra metaphor illustrates the hidden complexities in service design that ensure smooth user experiences.
-
•
We should engage users as partners in the design process rather than treating them as subjects of study.
-
•
Designing for varied user contexts is crucial as experiences differ greatly within the same service.
Notable Quotes
"Who made this? Who did they test this with?"
"Every aspect that we touch within experience has been designed in some way."
"I'm talking about experiences that don't work."
"This is the real problem and the reason why these gaps exist in so many of the things that we see."
"We're not designing for people, we're designing with them."
"To build trust through service design, we need to ensure integrity in user experiences."
"A bar pilot helps navigate tricky waters – analogous to guiding users through complex systems."
"We often think everyone will have the same needs – but that's not the case."
"When you take the time to involve users, you'll find they may just change your entire approach."
"It’s less about interaction and more about integrity."
More Videos
"Design has been in the DNA of MailChimp really since day one."
Jacqui FreyFlow and Superfluidity for Design Orgs
November 7, 2018
"It's not just the mind that needs communication to thrive, it's also our very human hearts."
Laura Gatewood Laine ProkayBeyond Buzzwords: Adding Heart to Effective Slack Communication
September 23, 2024
"The product leadership doesn't see the value in research and they're thinking about shutting the research team down."
Johanna KollmannInsights-Driven Product Strategy: Get your Research to Count
December 6, 2022
"If you feel like there's a lag, we want to know about it."
Bria AlexanderDay 3 Welcome
September 25, 2024
"Starting with an edge case can lead to mainstream innovation."
Billy CarlsonIdeation tips for Product Managers
December 6, 2022
"It's easy to stay immersed in digital, but physical contexts matter immensely for designing multi-channel experiences."
Catherine DubutBridging Physical and Digital Spaces: Approaches to Retail Service Design
March 18, 2021
"Trust is the foundation of our team's culture and needs to be maintained during changes."
Kim Holt Emma Wylds Pearl Koppenhaver Maisee XiongA Salesforce Panel Discussion on Values-Driven DesignOps
September 8, 2022
"90% of everything is crud, including the people we work alongside."
Adrian HowardSturgeon’s Biases
September 25, 2024
"Design is often the first gig up for elimination."
Asia HoePartnering with Product: A Journey from Junior to Senior Design
November 29, 2023
