Hcd class-1 readings-zh-tw 中文重點摘要以人為本的設計

1The Course for Human-Centered Design

*The smallest variation has been spaced specifically for legibitlity

An Introduction to HCD

An Introduction to Human-Centered Design

1

The Design Process

INSPIRATION IDEATION IMPLEMENTATION

導論：以人為本的設計中文翻譯與摘要：上官良治[email protected]

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Class 1An Introduction to Human-Centered Design

ReadingsWhat Is Human-Centered Design?

What Can the Approach Be Used For?

The Design Process

Mindsets of a Human-Centered Designer

Design Thinking for Social Innovation

Case Study: Clean Team

Table Of Contents

目錄第一課簡介以人為本設計參考讀物1.什麼是以人為本的設計1.1這個方式能夠用來做什麼？1.2.設計流程簡介1.3.以人為本的設計師心態2.設計思考用作社會創新3.個案研究：清理團隊




What Is Human-Centered Design?


Human-centered design is a creative approach to problem solving and the backbone of our work at IDEO.org. It’s a process that starts with the people you’re designing for and ends with new solutions that are tailor-made to suit their needs. Human-centered design is all about building a deep empathy with the people you’re designing for; generating tons of ideas; building a bunch of prototypes; sharing what you’ve made with the people you’re designing for; and eventually putting your innovative new solution out in the world.

激發靈感(empathy)--->體現創意(prototype)----->實作解方(solutions)

starts with the people you’re designing for and ends with new solutions that are tailor-made to suit their needs

deep empathy

tons of ideas

prototypes

sharing

putting your innovative new solution out in the world




What Can the Approach Be Used For?

ProductsWhen people think of design, they often first think about expensive, stylish products. But thoughtful product design is just as important in social innovation. Not only are all people deserving of well-designed products, but challenges that arise when there are limited resources, services, or infrastructure require new approaches and elegant solutions.

How might we design a cookstove that reduces the amount of smoke inhaled by a person while cooking?

How might we build an irrigation pump that can run without the electricity grid?

How might we design a toilet for families living in areas with no sanitation infrastructure?

ServicesFor a service to be effective, it needs to be considered from end-to-end: from how it’s advertised to how it’s delivered. For a service to have the desired impact, it’s essential to gain a deep understanding of the people you will be serving—not only what they need and desire, but what limitations they face, what motivates them, and what’s important to them.

How might we design a water delivery service providing clean drinking water along with health and nutrition products?

How might we design new services engaging low-income parents in after-school education for their children?

How might we design a sustainable business model for a pit latrine emptying service?

Human-centered design is a process that can be used across industries and sectors to approach any number of challenges—from product and service design to space or systems design, to name just a few.

「以人為本的設計」策略能夠用來做什麼？

產品

服務

不是風格特殊的設計產品，而是在有限資源下優雅解決問題的產品

降低廚師吸入油煙的廚具

設計不用電就能抽水的灌溉幫浦

在沒有衛生設施的地區為家戶設計廁所

設計供水服務能提供淨水與營養產品

為低收入家庭的孩子設計課輔服務

如何讓抽糞水服務更有效延續

limited resources, services, or infrastructure

new approaches

elegant solutions.

from end-to-end

limitations

motivates

important

有效的服務，要從被服務者的限制、動機、以及重視的事物下手思考。




Systems Designing systems is about balancing the complexity of many different stakeholder needs with the needs of the social enterprise. For example, if you were designing a new type of school, there are the needs of the students, parents, staff and faculty, community, and perhaps investors. Systems design often involves setting high-level strategy such as stating visions, priorities, policies, and key communications around these ideas.

How might we redesign the school lunch program for an entire city while providing for differences in individual schools?

How might we design a system linking social entrepreneurs from around the world?

How might we redesign a banking system for low-income citizens who have limited knowledge of banks?

SpacesPhysical environments give people signals about how to behave and influence how they feel. By rethinking the design of hospitals, classrooms, public transportation, banks, libraries, and more, we can create new experiences and interactions in these spaces. Human-centered design can help make the emotional parts of a space as important as the functional.

How might we design hospital waiting rooms to mitigate the transmission of airborne diseases?

How might we redesign the common areas of a community housing structure to encourage connecting and cooperation among neighbors?

How might we make the space inside a bank less intimidating for first-time savers signing up for a new account?

空間

系統

behave

feel

make the emotional parts of a space as important as the functional.

setting high-level strategy

visions

priorities

policies

key communications

醫院等待室要如何設計來阻絕空氣傳播的疾病

如何重新設計社區結構，鼓勵鄰居互動、合作

如何讓銀行室內空間可以重新設計，讓第一次來行存款的客戶不感到緊張

設計整座城市多所學校的營養午餐計畫

設計讓全球的社會企業家都能交流的系統

如何重新設計讓不熟悉存款、收入較低的民眾也能夠運用的銀行系統




In the Inspiration phase you’ll learn directly from the people you’re designing for as you immerse yourself in their lives and come to deeply understand their needs. In the Ideation phase you’ll make sense of what you learned, identify opportunities for design, and prototype possible solutions. And in the Implementation phase you’ll bring your solution to life, and eventually, to market.

Expect to find yourself shifting gears through the process, moving from concrete observations to highly abstract thinking, and then right back again into the nuts and bolts of your prototype. We call it diverging and converging. You’ll diverge and converge a few times, and with each new cycle you’ll come closer and closer to the solution that is best suited for the people you’re designing for.

I have an opportunity for design. How do I interpret what I’ve learned?How do I turn my insights into tangible ideas? How do I make a prototype?

I have a design challenge.How do I get started? How do I conduct an interview?How do I stay human-centered?

I have an innovative solution. How do I make my concept real?How do I assess if it’s working?How do I plan for sustainability?


The Design Process

The human-centered design process has three phases—the Inspiration phase, the Ideation phase, and the Implementation phase. In the end, you’ll know that your solution will be a success because you’ve kept the people you’re looking to serve at the heart of the process.

DIVERGE

DIVERGE

CONVERGE

CONVERGE

設計的流程

發散

發散

收斂

收斂

the people you’re designing for as you immerse yourself in their lives and come to deeply understand their needs

make sense of what you learned, identify opportunities for design, and prototype possible solutions

bring your solution to life, and eventually, to market.

設計挑戰：如何開始？如何進行訪談？如何維持以人為本？

設計的機會：如何解釋研究結果？如何將洞見轉化成具體創意？如何打造原型？

創新的解決方法：如何實現概念？如何評估效果？如何長遠永續的解決？



“ Don’t think of it as failure, think of it as designing experiments through which you’re going to learn.”

Failure is an incredibly powerful tool for learning. Designing experiments, prototypes, and interactions and testing them is at the heart of human-centered design. So is an understanding that not all of them are going to work. As we seek to solve big problems, we’re bound to fail. But if we adopt the right mindset, we’ll inevitably learn something from that failure.

“We may not know what that answer is, but we know that we have to give ourselves permission to explore.”

Mindsets of a Human-Centered Designer

“ You’re taking risk out of the process by making something simple first. And you always learn lessons from it.”

As human-centered designers, we make because we believe in the power of tangibility and we know that making an idea real is a fantastic way to think it through. When the goal is to get impactful solutions out into the world you can’t stay in the realm of theory. You have to make your ideas real.

Human-centered design is as much about your head as your hands. These Mindsets uncover the philosophy behind our approach to creative problem solving, and show that how you think about design directly affects whether you’ll arrive at innovative, impactful solutions. Spend some time watching these seven Mindsets videos on the NovoEd platform.

“ Creative confidence is the notion that you have big ideas, and that you have the ability to act on them.”

Anyone can approach the world like a designer. Often all it takes to unlock that potential as a dynamic problem solver is creative confidence. Creative confidence is the belief that everyone is creative, and that creativity isn’t the capacity to draw or compose or sculpt, but a way of approaching the world.

“ I can’t come up with any new ideas if all I do is exist in my own life.”

Empathy is the capacity to step into other people’s shoes, to understand their lives, and start to solve problems from their perspectives. Human-centered design is premised on empathy, on the idea that the people you’re designing for are your roadmap to innovative solutions. All you have to do is empathize, understand them, and bring them along with you in the design process.

Learn from Failure

Creative Confidence Empathy

Make It

http://www.designkit.org/mindsets/1

以人為本的設計師具備的心態

your head as your hands

as much about

從失敗中學習

動手做

experiments

we believe in the power of tangibility

making an idea real is a fantastic way to think it through

創意自信

the belief that everyone is creative

creativity isn’t the capacity to d “ r Wa w e o m r c a o y m n p o o t s k e n o o r w s c w u l h p a t , t b t u h t a a t w a n a y s w o f e r aipsp, rbouatcwhiengktnhoewtohrladt

同理心

bring them along with you in the design process






“We may not know what that answer is, but we know that we have to give ourselves permission to explore.”

“ Optimism is the thing that drives you forward.”

We believe that design is inherently optimistic. To take on a big challenge, especially one as large and intractable as poverty, we have to believe that progress is even an option. If we didn’t, we wouldn’t even try. Optimism is the embrace of possibility, the idea that even if we don’t know the answer, that it’s out there and that we can find it.

Be Optimistic

“ What an iterative approach affords us is that we gain validation along the way...because we’re hearing from the people we’re actually designing for.”

Human-centered design is an inherently iterative approach to solving problems because it makes feedback from the people we’re designing for a critical part of how a solution evolves. By continually iterating, refining, and improving our work we put ourselves in a place where we’ll have more ideas, try a variety of approaches, unlock our creativity, and arrive more quickly at successful solutions.

Iterate, Iterate, Iterate

“ We may not know what that answer is, but we know that we have to give ourselves permission to explore.”

Human-centered designers always start from the place of not knowing the answer to the problem they’re looking to solve. And though that’s not particularly comfortable, it allows us to open up creatively, to pursue lots of different ideas, and to arrive at unexpected solutions. Embracing ambiguity allows us to give ourselves permission to be fantastically creative.

Embrace Ambiguity


接受模糊性

not particularly comfortable, it allows us to open up creatively, to pursue lots of different ideas

樂觀正向

have to believe that progress is even an option. If we didn’t, we wouldn’t even try.

修修修，不斷修正

continually iterating, refining, and improving our work

不斷重複循環...




9


印度偏鄉婦人 Shanti 取水的例子：寧願不用附近基金會提供的優質自來水，寧願取用他們家在附近取用未經清潔的井水。原因只在於系統不經心的設計缺陷：水桶的大小讓Shanti太重她搬不動，同時基金會要求的月票總水量又太大。


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STANFORD SOCIAL INNOVATION REVIEW

initiatives falter because they are not based on the client’s or customer’s needs and have never been prototyped to solicit feedback.

Traditionally, designers focused their attention on improving the look and functionality of products.

insights in depth

rapid prototyping

工作中的設計思考

An Introduction to HCDAn Introduction to HCD

Winter 2010 STANFORD SOCIAL INNOVATION REVIEW

設計思考的起源

IDEO是1991年成立，原本只注重工業產品

By 2001, ideo was increasingly being asked to tackle problems that seemed far afield from traditional design

To distinguish this new type of design work, we began referring to it as “design with a small d.”

every time someone asked him about design, he found himself inserting the word “thinking” to explain what it was that designers do. Eventually, the term design thinking stuck

be intuitive

recognize patterns

construct ideas that have emotional meaning as well as being functional

express ourselves in media other than words or symbols

a system of overlapping spaces

more than once

設計思考的流程是互有重疊的期間，而非精確的步驟

激發靈感

The brief

a set of mental constraints that gives the project team a framework from which to begin, benchmarks by which they can measure progress, and a set of objectives to be realized

not a set of instructions or an attempt to answer the question before it has been posed

serendipity

unpredictability

the capricious whims of fate

Too abstract and the brief risks leaving the project team wandering; too narrow a set of constraints almost guarantees that the outcome will be in- cremental and, likely, mediocre.

寫出好的"情境提要"(brief)可引出更佳的靈感

傳統的問卷或焦點團體不能導出重要的深刻觀察(insight)，美國汽車大廠創辦人福特說過「如果我問顧客要什麼，他們只會要批更快的馬。」

Al- though people often can’t tell us what their needs are, their actual behaviors can provide us with invaluable clues about their range of unmet needs.

for designers to go out into the world and observe the actual experiences of smallholder farmers, school- children, and community health workers as they improvise their way through their daily lives.

盧安達女性合作社的故事，以網路介紹針織飾品行不通，於是轉變情境提要。


12 STANFORD SOCIAL INNOVATION REVIEW


體現創意

設計思考工具包是2008年受比爾蓋茲與梅琳達基金會委託IDEO所做的

multiply options to create choices and different insights about human behavior.

By testing com- peting ideas against one another, the likelihood that the outcome will be bolder and more compelling increases.

諾貝爾化學獎與和平獎得主萊納斯·鮑林曾說：「得到好創意之前，得先要有很多個創意。」

creatively disruptive

diverse group of people involved in the process.

Al- though this tendency may be more efficient in the short run, it tends to make an organization conservative and inflexible in the long run

“T-shaped” person

The top of the “T” is where the design thinker is made. It’s about empathy for people and for disciplines beyond one’s own.

discourage anyone taking on the often obstruc- tive, non-generative role of devil’s advocate,

grouping and sorting ideas.

Good ideas naturally rise to the top, whereas the bad ones drop off early on.

The responsibility for filtering through the ideas, field-testing them, iterating, and taking them to market ultimately falls to the implementer.

控制成本不去了解使用者，終究只能在短期勝出

要讓老是提出阻礙、沒有生產力的建議者停止。

與洛克斐勒基金會合作的InnoCentive計畫讓各種專家在網路上討論，其中一個肺結核的解決方法，是由一個在他14歲時母親就得了肺結核的人想出的，深切地對這病有了解。


13


Winter 2010 STANFORD SOCIAL INNOVATION REVIEW

n

實作解方

系統性的問題，需要系統性的解決方法

prototyping, turning ideas into actual products and services that are then tested, iterated, and refined.

uncover unforeseen implementation challenges and unintended conse- quences in order to have more reliable long-term success.

控制成本不去了解使用者，終究只能在短期勝出

Storytelling

particularly through multimedia

多媒體尤其能讓故事跨越語言與文化障礙

印度的視力保健團體VisionSpring跟IDEO合作，讓孩子參與視力測驗的故事

已經有部分組織開始使用設計思考，但用不久，主要就是害怕失敗

The businesses we invest in require constant creativity and problem solving, so design thinking is a real success factor for serving the base of the economic pyramid.




For the millions of Ghanaians without in-home toilets, there are few good options when it comes to our bodies’ most basic functions. Working with Unilever and Water and Sanitation for the Urban Poor (WSUP), IDEO and IDEO.org developed Clean Team, a comprehensive sanitation system that delivers and maintains toilets in the homes of subscribers. Clean Team now serves 3,500 people in Kumasi, Ghana, making lives cleaner, healthier, and more dignified.

Case Study: Clean Team In-Home Toilets for Ghana’s Urban Poor

個案研究：迦納清潔團隊在缺乏公共清潔設施的環境下提供都市貧民家用馬桶。




INSPIRATION

The Inspiration phase of the project was intense, with scores of interviews needed to understand all facets of the design challenge. “Because sanitation is a systems-level challenge we knew that we couldn’t just design Clean Team’s toilet,” says team member and designer Danny Alexander.

After six weeks of talking with sanitation experts, shadowing a toilet operator, digging into the history of sanitation in Ghana, and talking to scads of Ghanaians, key insights about what the toilet should look like and how waste should be collected emerged.

An important historical note came out too: For years Ghana had night soil collectors, people who cleaned out bucket latrines each night. But because many night soil collectors dumped human waste in the

streets, night soil collection was banned in the 1990s as a threat to public health. This meant the team could leverage an existing behavior around in-home waste removal, but they would have to avoid any association with illegal dumping.

IDEATION

This was a lightning-fast phase in the project, one that leapt from learnings to prototypes in seven weeks. After brainstorming with its clients and everyday Ghanaians, the team determined which direction to take and began testing its ideas. What aesthetics did people like? Would a urine-diverting toilet work? Were people comfortable with servicemen coming into their homes? Where in the home would the toilet go? Can you design a

The Outcome

IDEO and IDEO.org teams designed a comprehensive sanitation system to serve the needs of low-income Ghanaians. The Clean Team service is a custom-designed stand-alone rental toilet as well as a waste-removal system, but the design work extended to the entire service ecosystem including branding, uniforms, a payment model, a business plan, and key messaging. Unilever and WSUP piloted the project with about 100 families in the city of Kumasi, Ghana, before launching in 2012.

six weeks

seven weeks

night soil collection was banned in the 1990s as a threat to public health.

talking with sanitation experts, shadowing a toilet operator, digging into the history of sanitation in Ghana,




toilet that can only be emptied at a waste management facility?

By building a handful of prototypes and modifying existing portable toilets, the team got tangible elements of the service into the hands of Ghanaians. They learned how the service should be positioned, early ideas around marketing and promotion, as well as certain technical limitations, namely that though flush functions appeared popular early in the goings, water scarcity was a major factor to contend with.

One of the best parts of prototyping is that it gives you real-life feedback to one of your ideas. The design team suspected that having someone come into subscribers’ homes to collect and dispose of waste would be an element of Clean Team’s offer. The specter of night soil collectors and a history of illegal dumping made it critical from a systems level, but would users accept it?

When the team discussed the idea with people, they heard that consumers would be happier disposing of their own waste if it could save them money. Potential subscribers were also reluctant to allow service people into their homes.

Though the team had a hunch about how the service would have to work, they put the idea to test by running a prototype. By enacting even just a portion of the eventual Clean Team service, the designers

could learn how people would react not just to toilets in their homes, but also to others emptying them.

Though the toilets themselves were popular, people quickly came to realize the value of someone else taking care of waste disposal. Once potential subscribers experienced what it meant to have a full toilet, and how involved proper waste disposal would be, their desires changed.

IMPLEMENTATION

Once the service offerings, and look and feel of the toilet were more or less fleshed out, WSUP ran a live prototype of the Clean Team service. Because tooling for toilet manufacture is so expensive, WSUP used off-the-shelf cabin toilets, which approximated about 80% of the toilets that IDEO.org would design to test the service. They got great results, went ahead with manufacturing, and as of 2012, the toilets are in production, sport IDEO.org’s branding, and have found their way into the lives of 3,500 people.

Learn more at www.cleanteamtoilets.com

http://www.cleanteamtoilets.com

off-the-shelf cabin toilets, which approximated about 80% of the toilets that IDEO.org would design to test the service.

early ideas around marketing and promotion, as well as certain technical limitations, namely that though flush functions appeared popular early in the goings, water scarcity was a major factor to contend with.

Once potential subscribers experienced what it meant to have a full toilet, and how involved proper waste disposal would be, their desires changed.

One of the best parts of prototyping is that it gives you real-life feedback

不試不知道馬桶滿了清不掉的痛苦 XD

http://www.cleanteamtoilets.com




The final Clean Team design included a product, a service, the branding and communications, and the key elements for implementing the service as a sustainable business.

Education

Hcd class-1 readings-zh-tw 中文重點摘要 以人為本的設計

Hcd class-1 readings-zh-tw 中文重點摘要以人為本的設計