3. Mini project for today:

4. Improve the airport security experience...

5. Mini project for today: Improve the airport security experience... What could we do to improve the airport security experience?

7. Looking for gaps between the human experience and system needs

8. Extreme users Experts We draw insights from extremes...

9. Extreme users Experts DanKenia We draw insights from extremes...

10. Extreme users Experts Dan We draw insights from extremes...

11. amused by the process “it’s amusing... I love watching them scurry” thinks he knows better “if they were smart... there’s got to be a better way” more choices & effect process “I have no choice... I can’t effect the outcome” willing to signal special cases “i’ll be up front about it rather than sneak it through” move freely & at own pace “I’m always ready to up and move... wheelies are the death of travelers” What did we learn?

12. Extreme users Experts Kenia We draw insights from extremes...

13. What did we learn? travels vicariously through others “I love hearing where they’re going and where they’re from... I don’t think I’ll ever get to go” doesn’t feel respected by other employees “least favorite part is the way other employees treat us” long processes make time go by faster “the time goes by faster because it’s a longer process” wheelchairs solve other needs “90% don’t know where they’re going, don’t speak english, or their bags are too heavy”

14. What else did we learn? didn’t feel safe being open & honest wore coat over TSA uniform manager called to follow up

17. amused by the process “it’s amusing... I love watching them scurry” thinks he knows better “if they were smart... there’s got to be a better way” more choices & effect process “I have no choice... I can’t effect the outcome” willing to signal special cases “i’ll be up front about it rather than sneak it through” move freely & at own pace “I’m always ready to up and move... wheelies are the death of travelers” travels vicariously through others “I love hearing where they’re going and where they’re from... I don’t think I’ll ever get to go” doesn’t feel respected by other employees “least favorite part is the way other employees treat us” long processes make time go by faster “the time goes by faster because it’s a longer process” wheelchairs solve other needs “90% don’t know where they’re going, don’t speak english, or their bags are too heavy” didn’t feel safe being open & honest wore coat over TSA uniform, manager called to follow up

18. amused by the process “it’s amusing... I love watching them scurry” thinks he knows better “if they were smart... there’s got to be a better way” more choices & effect process “I have no choice... I can’t effect the outcome” willing to signal special cases “i’ll be up front about it rather than sneak it through” move freely & at own pace “I’m always ready to up and move... wheelies are the death of travelers”

19. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace?

20. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others “I love hearing where they’re going and where they’re from... I don’t think I’ll ever get to go” doesn’t feel respected by other employees “least favorite part is the way other employees treat us” long processes make time go by faster “the time goes by faster because it’s a longer process” wheelchairs solve other needs “90% don’t know where they’re going, don’t speak english, or their bags are too heavy”

21. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? long processes make time go by faster HMW help time go faster for airport employees? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage?

22. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? long processes make time go by faster HMW help time go faster for airport employees? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? didn’t feel safe being open & honest wore coat over TSA uniform, manager called to follow up

23. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? long processes make time go by faster HMW help time go faster for airport employees? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? didn’t feel safe being open & honest HMW help airport employees/travelers feel safe being open & honest?

24. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? long processes make time go by faster HMW help time go faster for airport employees? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? didn’t feel safe being open & honest HMW help airport employees/travelers feel safe being open & honest?

27. HOW to brainstorm: Rules

28. Warm-up: “… yes and …” Form teams

29. amused by the process HMW help travelers laugh during the process? thinks he knows better HMW leverage the cleverness of travelers to improve the system? more choices & effect process HMW give travelers more choices to influence process? willing to signal special cases HM travelers reveal special baggage or security needs? move freely & at own pace HMW help travelers move freely & at own pace? travels vicariously through others HMW help airport employees travel vicariously through the people they help? doesn’t feel respected by other employees HMW help airport employees feel respected by each other? long processes make time go by faster HMW help time go faster for airport employees? wheelchairs solve other needs HMW provide “wheelchairs” for wayfinding, translation, & heavy baggage? didn’t feel safe being open & honest HMW help airport employees/travelers feel safe being open & honest? 12 min

30. IDEATION : Select multiple concepts Use contrasting selection criteria to preserve innovation potential

32. Dishmaker by Ted Selker and Leonardo Bonanni from MIT

33. keep it LO-RES

36. carry MULTIPLES

38. Prototyping Activity INDIVIDUALLY Select one of your selected concepts Make two sketch versions of that idea 5 min

40. Test with another person from your team. Build on each other’s ideas. 3 min each or 6 min total

41. Get Feedback IN PAIRS OF TEAMS Test your ideas with a partner team. 4 minutes for each share/test, then switch. 8 min

42. Iterate your solution in response to the feedback you received. 4min

47. Debrief:

48. EMPATHY gives confidence that you are working on a meaningful problem; forces you to take a perspective other than your own imposter ethnographers observe what people say & do to infer what they think & feel extreme users IDEATION generates many unexpected and diverse alternatives to draw from when looking for a new approach defer judgement, wild ideas, build on ideas of others select multiple concepts with different criteria PROTOTYPING & FEEDBACK accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable attitude of experimentation lo-res experiences

49. EMPATHY gives confidence that you are working on a meaningful problem; forces you to take a perspective other than your own imposter ethnographers observe what people say & do to infer what they think & feel extreme users IDEATION generates many unexpected and diverse alternatives to draw from when looking for a new approach defer judgement, wild ideas, build on ideas of others select multiple concepts with different criteria PROTOTYPING & FEEDBACK accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable attitude of experimentation lo-res experiences

50. EMPATHY gives confidence that you are working on a meaningful problem; forces you to take a perspective other than your own imposter ethnographers observe what people say & do to infer what they think & feel extreme users IDEATION generates many unexpected and diverse alternatives to draw from when looking for a new approach defer judgement, wild ideas, build on ideas of others select multiple concepts with different criteria PROTOTYPING & FEEDBACK accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable attitude of experimentation lo-res experiences

51. EMPATHY gives confidence that you are working on a meaningful problem; forces you to take a perspective other than your own imposter ethnographers observe what people say & do to infer what they think & feel extreme users IDEATION generates many unexpected and diverse alternatives to draw from when looking for a new approach defer judgement, wild ideas, build on ideas of others select multiple concepts with different criteria PROTOTYPING & FEEDBACK accelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable attitude of experimentation lo-res experiences