LUMA HCD Training

Human-Centered
Design Training
© 2011 LUMA Institute, LLC and its licensors. All Rights Reserved.
LUMA–11019
SESSION AGENDA
•  Opening Remarks and Introductions

•  What is Human-Centered Design?
•  What’s On Your Radar?
•  Ethnographic Research
•  Rose, Bud, Thorn + Affinity Cluster
•  Creative Matrix + Visualize the Vote
•  Wrap Up
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SESSION OBJECTIVES
•  Introduce the concept and a few practices of Human-Centered

Design (HCD) as a construct for innovative civic engagement.
•  Apply these practices in a collaborative setting to the realities
of the Michigan Street Corridor
•  Hone your observation, synthesis, and creative problem
solving skills.
•  Share learnings, cross-pollinate ideas, and begin thinking
about how to use Human-Centered Design to add value to the
civic engagement component of the Michigan Street Corridor
project.
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How do you define Design?
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A WORKING DEFINITION OF HUMAN-CENTERED DESIGN (A PHILOSOPHY OF DESIGN)
Human-Centered Design is the discipline of creating

solutions intended to cause improvement that are
driven by the needs, desires, and context of the people
for whom we design.
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TO ADOPT A MINDSET OF HCD IS TO ADOPT AN ATTITUDE OF:
Humble
Curious Empathetic
You?
Iterative Imaginative
Collaborative
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TO ADOPT A MINDSET OF HCD IS TO ADOPT AN ATTITUDE OF:
Looking
ETHNOGRAPHIC RESEARCH
Humble Walk-a-Mile
Immersion
Curious Empathetic
Understanding
PATTERNS & PRIORITIES
Affinity
Clustering
You?
Iterative Imaginative
Making
DESIGN RATIONALE
Collaborative Creative Matrix
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TO BE SKILLED AT HUMAN-CENTERED DESIGN IS TO BE SKILLED AT . . .
Looking
Methods for observing human experience
Understanding
Methods for analyzing challenges and opportunities
Making
Methods for envisioning future possibilities
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TOOLKIT OF HUMAN-CENTERED DESIGN METHODS
Looking Understanding Making

Methods for observing Methods for analyzing Methods for envisioning
human experience: challenges and opportunities: future possibilities:
ETHNOGRAPHIC RESEARCH PEOPLE & SYSTEMS CONCEPT IDEATION
o  Interviewing o  Stakeholder Mapping o  Thumbnail Sketching

o  Contextual Inquiry o  Persona Profiles o  Creative Matrix
o  Walk-a-Mile Immersion o  Experience Diagramming o  Round Robin
o  Fly-on-the-Wall Observation o  Concept Mapping o  Alternative Worlds
... ... ...
PARTICIPATORY RESEARCH PATTERNS & PRIORITIES MODELING & PROTOTYPING
o 
-
What’s-on-your-Radar? o  Affinity Clustering o  Storyboarding
o  Build-your-Own o  Bull’s-eye Diagramming o  Schematic Diagramming
o  Buy-a-Feature o  Importance/Difficulty Matrix o  Rough & Ready Prototyping
o  Journaling o  Visualize-the-Vote o  Appearance Modeling
... ... ...
EVALUATIVE RESEARCH PROBLEM FRAMING DESIGN RATIONALE
o  Usability Testing o  Problem Tree Analysis o  Concept Posters

o  Heuristic Review o  Statement Starters o  Video Scenarios
o  A/B Testing o  Abstraction Laddering o  Cover Story Mock-ups
o  System Usability Scale o  Rose, Bud, Thorn o  Quick Reference Guides
... ... ...
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HCD IS A COMBINATION OF THREE BASIC BEHAVIORS
•  Engagement with users (and other key stakeholders)

•  Frequent iteration
•  Interdisciplinary collaboration
HCD IS NOT
•  Something entirely new

•  A one-shot deal
•  A development process
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A SAMPLING OF METHOD COMBINATIONS
Method set for the “Research” phase of a process
Understanding Looking Understanding

PEOPLE & SYSTEMS ETHNOGRAPHIC RESEARCH PEOPLE & SYSTEMS
Stakeholder Interviewing Persona

Mapping Profiles
Method set for the “Concept” phase of a process
Understanding Making Making Looking

PATTERNS & PRIORITIES MODELING & PROTOTYPING MODELING & PROTOTYPING EVALUATIVE RESEARCH
Bull’s-Eye-
Schematic Rough & Ready Usability
Diagramming
Diagramming Prototyping Testing
Method set for the “Support” phase of a process
Looking Understanding Understanding

EVALUATIVE RESEARCH PATTERNS & PRIORITIES PATTERNS & PRIORITIES
Heuristic Affinity Importance/

Review Clustering Difficulty Matrix
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“Everyone designs who devises courses of action aimed
at changing existing situations into preferred ones.”
- HERB SIMON
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Visual & Human &
Liberal Arts Cognitive Sciences
HCD facilitates
collaboration among these
key disciplines.
Science & Business &

Engineering Marketing
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Let’s get started!
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Looking PARTICIPATORY RESEARCH
Methods for observing
human experience What’s-on-your-Radar?
An exercise where people

organize items on a
diagram by concept and
importance.
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QUICK GUIDE: WHAT’S-ON-YOUR-RADAR
•  Draw three concentric circles and segments.

•  Explain the rings (Critical, Important, Peripheral).
•  Explain the labels for the categories.
•  Tell them the topic for the activity.
•  Ask them to write information on Post-it® Notes.
•  Invite them to plot each item on the diagram.
•  Ask participants to present their diagram to the group.
•  Ask questions when they present if you need clarification.
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Looking PARTICIPATORY RESEARCH
human experience What’s-on-your-Radar?
BENEFITS: •  Hear from participants directly.

•  Help stakeholders express needs and desires.
•  Remind teams who they’re building for.
EXPERTISE:
TAKES SOME
PRACTICE
LUMA–11019 20
SESSION AGENDA
•  Opening Remarks and Introductions

•  What is Human-Centered Design?
•  What’s On Your Radar?
•  Ethnographic Research
•  Rose, Bud, Thorn and Affinity Cluster
•  Creative Matrix + Visualize the Vote
•  Wrap Up
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“What people say, what people
do, and what they say they do
are entirely different things.”
MARGARET MEAD
ANTHROPOLOGIST
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CONTEXTUAL INQUIRY: PREPARING TO CAPTURE DATA
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Looking ETHNOGRAPHIC RESEARCH
human experience Walk-a-Mile Immersion
A way of building empathy

through first-hand
experience.
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human experience Walk-a-Mile Immersion
BENEFITS: •  Develop first-hand knowledge of the domain.

•  Develop deeper empathy for the target users.
•  Help teams challenge assumptions.
•  Help teams build a shared understanding.
EXPERTISE:
DO IT WITH
AN EXPERT
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human experience Fly-on-the-Wall Observation
An approach to
conducting research in
an unobtrusive manner
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QUICK GUIDE: FLY-ON-THE-WALL OBSERVATION
•  Predetermine the location and setting to be visited.

•  Determine the target users or user groups.
•  Determine the tasks and activities to be observed.
•  Work with the client to obtain permission(s).
•  Prepare materials for capturing the experience.
•  Go and observe.
•  Report your findings to the team.
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human experience Fly-on-the-Wall Observation
BENEFITS: •  Develops familiarity with users in context

•  Develop questions for further research
•  Help teams build a shared understanding
•  Help teams challenge assumptions
EXPERTISE:
YOU CAN
DO IT!
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human experience Contextual Inquiry
A protocol for interviewing

and observing the behavior
of people in their native
context
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QUICK GUIDE: CONTEXTUAL INQUIRY
•  Predetermine the location and people involved.

•  Create your protocol beforehand, and bring it with you.
•  Bring tools for recording (notepads, cameras, etc.)
•  Make participants feel comfortable. Start easy.
•  Observe the environment and its effect on people.
•  Note any constraints on people’s activity.
•  Observe tools used, and “rules” or procedures followed
•  Identify roles played by each person
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human experience Contextual Inquiry
BENEFITS: •  Reveals unarticulated knowledge

•  Promotes deep stakeholder empathy
•  Challenges outdated and personal assumptions
•  Serves as a good customer relations technique
EXPERTISE:
TAKES SOME
PRACTICE
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human experience Interviewing
A directed conversation
between you and another
person to gather
information.
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QUICK TIPS: INTERVIEWING
•  Write down questions ahead of time.

•  Confirm consent and record the interview.
•  Start easy. Set the tone. Build trust.
•  Direct the conversation, but don’t “lead the witness.”
•  Ask open-ended questions.
•  Draw out specifics.
•  Listen more than you speak.
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human experience Interviewing
BENEFITS: •  Get information from stakeholders directly.

•  Remind teams who they’re building for.
•  Challenge assumptions.
•  Help teams develop customer relationships.
EXPERTISE:
YOU CAN
DO IT
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Understanding PROBLEM FRAMING
Methods for analyzing
challenges & opportunities Rose, Bud, Thorn
A way of identifying
things as positive (rose),
having potential (bud)
or a problem (thorn)
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QUICK GUIDE: ROSE, BUD, THORN
•  Convene an interdisciplinary team.

®
•  Assemble a set of Post-it Note pads.
•  Select one color to indicate positive things (rose).
•  Select another color to indicate things with potential (bud).
•  Select a final color to indicate problems (thorns).
•  Sort items into clusters or tag items previously grouped.
•  Encourage discussion.
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Understanding PROBLEM FRAMING
challenges & opportunities Rose, Bud, Thorn
BENEFITS: •  Give various contributors a “voice.”

•  Facilitate constructive discussion.
•  Analyze a collection of issues quickly.
•  Build a shared understanding.
EXPERTISE:
EASY AS
PIE
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Understanding PATTERNS & PRIORITIES
challenges & opportunities Affinity Clustering
A graphic technique
for sorting items
according to similarity.
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QUICK GUIDE: AFFINITY CLUSTERING

•  Assemble a collection of data.
®
•  Write one issue or concept per Post-it Note.
•  Read each issue or concept aloud.
•  Stick items on a work surface and discuss relationships.
•  Sort notes into related groupings.
•  Label the various groupings.
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challenges & opportunities Affinity Clustering
BENEFITS: •  Organize large amounts of data quickly.

•  Identify emergent issues, concepts or themes.
•  Facilitate collaborative teamwork.
•  Build a shared understanding.
EXPERTISE:
EASY AS
PIE
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Making CONCEPT IDEATION
Methods for envisioning
future possibilities Creative Matrix
A format for creating

“systematic mash-ups”
to generate many wide-
ranging ideas.
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QUICK SKETCHING TIPS
Use bold strokes Combine basic shapes Make & reuse icons
Use arrows as verbs Add text annotations Try some special effects
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challenges & opportunities Visualize-the-Vote
A quick way of polling

collaborators to uncover
the strongest ideas or
patterns of interest.
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QUICK GUIDE: VISUALIZE-THE-VOTE

•  Distribute just a few votes (on sticky tabs) to each person.
•  Set the criteria for voting.
•  Votes can be placed “all-on-one” or distributed.
•  Listen to the rationale of various presenters.
•  Everyone vote simultaneously (1… 2… 3… go!).
•  Encourage discussion, and re-vote as necessary.
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challenges & opportunities Visualize-the-Vote
BENEFITS: •  Help teams agree upon priorities.

•  Help build strong consensus.
•  Diminish “pet” projects.
EXPERTISE:
EASY AS
PIE
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Discussion of Next Steps
& Wrap Up
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Human-Centered

• Opening Remarks and Introductions

• Introduce the concept and a few practices of Human-Centered

Human-Centered Design is the discipline of creating

Collaborative Creative Matrix

Looking Understanding Making

ETHNOGRAPHIC RESEARCH PEOPLE & SYSTEMS CONCEPT IDEATION

o Interviewing o Stakeholder Mapping o Thumbnail Sketching

PARTICIPATORY RESEARCH PATTERNS & PRIORITIES MODELING & PROTOTYPING

EVALUATIVE RESEARCH PROBLEM FRAMING DESIGN RATIONALE

o Usability Testing o Problem Tree Analysis o Concept Posters

• Engagement with users (and other key stakeholders)

• Something entirely new

Method set for the “Research” phase of a process

Understanding Looking Understanding

Stakeholder Interviewing Persona

Method set for the “Concept” phase of a process

Understanding Making Making Looking

Method set for the “Support” phase of a process

Looking Understanding Understanding

Heuristic Affinity Importance/

Science & Business &

An exercise where people

• Draw three concentric circles and segments.

BENEFITS: • Hear from participants directly.

• Opening Remarks and Introductions

A way of building empathy

BENEFITS: • Develop first-hand knowledge of the domain.

• Predetermine the location and setting to be visited.

BENEFITS: • Develops familiarity with users in context

A protocol for interviewing

• Predetermine the location and people involved.

BENEFITS: • Reveals unarticulated knowledge

• Write down questions ahead of time.

BENEFITS: • Get information from stakeholders directly.

• Convene an interdisciplinary team.

BENEFITS: • Give various contributors a “voice.”

• Convene an interdisciplinary team.

BENEFITS: • Organize large amounts of data quickly.

A format for creating

A quick way of polling

• Convene an interdisciplinary team.

BENEFITS: • Help teams agree upon priorities.

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•  Opening Remarks and Introductions

•  Introduce the concept and a few practices of Human-Centered

o  Interviewing o  Stakeholder Mapping o  Thumbnail Sketching

o  Usability Testing o  Problem Tree Analysis o  Concept Posters

•  Engagement with users (and other key stakeholders)

•  Something entirely new

•  Draw three concentric circles and segments.

BENEFITS: •  Hear from participants directly.

•  Opening Remarks and Introductions

BENEFITS: •  Develop first-hand knowledge of the domain.

•  Predetermine the location and setting to be visited.

BENEFITS: •  Develops familiarity with users in context

•  Predetermine the location and people involved.

BENEFITS: •  Reveals unarticulated knowledge

•  Write down questions ahead of time.

BENEFITS: •  Get information from stakeholders directly.

•  Convene an interdisciplinary team.

BENEFITS: •  Give various contributors a “voice.”

•  Convene an interdisciplinary team.

BENEFITS: •  Organize large amounts of data quickly.

•  Convene an interdisciplinary team.

BENEFITS: •  Help teams agree upon priorities.