ACRL/NEC Conference 2016 Design Thinking: A user-centered way to develop library services Michael Fosmire/Purdue University Sarah Lippincott/Library Publishing Coalition Brendan O’Connell/Smith College ….With thanks to Kim Duckett and Brittany Wofford, Duke

Session Structure Overview of design thinking Examples Speed design thinking activity Group sharing

What Is Design Thinking? “A creative, intentional problem-solving process that puts users at the center.” IDEO - Design Thinking for Libraries: A Toolkit for Patron-Centered Design designthinkingforlibraries.com

Why Design Thinking? Provides language, processes, and tools to help us spark creativity and solve problems. Learning from various communities of practice helps us think in fresh ways.

Different Models - Different Language image courtesy of Zaza Kabayadondo - Smith College

Design Models Follow Patterns Understanding users – defining problem Design Develop Put it out in the world Evaluate -> Use feedback to tweak, iterate, make it better

Why IDEO Design Thinking process? -focus on user and need finding -bias toward action and cycling through many solutions (fail early, fail forward) -cyclical--loop through stages one or many times

Design Thinking Process: My Desk

Inspiration Observe Engage Watch and Listen

My Desk: Inspiration I empathized with people trying to get my attention inspiration mode for your workspace: Visit workspaces Work! interview each other

Problem statement synthesize discover connections and patterns sense-making

My Desk: Problem Statement How can people get my attention when I’m wearing headphones?

Ideation generate the broadest range of possibilities Talk, sketch, write down or physically build Separate generation of ideas from judgment of ideas

My Desk: Ideate How do people get other people’s attention? -yelling -door buzzer -rearview mirror

Iterate - building a prototype “A prototype can be anything that a user can interact with – be it a wall of post-it notes, a gadget you put together, a role-playing activity, or even a storyboard.” - d.school

Door Buzzer: Prototype

Iteration get feedback on prototype - bring it back to the user enhance empathy

Door Buzzer: Iteration Reactions from co-workers testing prototype: “How does it work?” “I didn’t read the sign. That’s cool though.” “I tried pressing the button, but you didn’t notice the light blinking.” back to the beginning!

What to do with a periodical reading room without any periodicals? And a study room where no one studies? Space Transformation

Empathize: ● Why is no one using this space? ● What can we do to make it inviting?

Define Students need a learning environment that allows interaction, both individually and in small and large groups, since transformed courses have been limited by classroom layout and resources.

Ideate Drawing activity - students, instructors Extract common themes, functions

Prototype ●Layouts ●Functionality ●Technology ●Budgets!

Test / Implement Student survey Instructor survey Collaborative teaching Librarian as instructor Iterate ●Added mobile monitors ●Changed lighting ●Sound system ●Clicker hub and video capture

And now for the fun... Your handout provides the outline (and timeline)... Building the better ‘alarm clock’... When was the last time you overslept and missed an important event? When were you woken up by something and said ‘that’s how I always want to be woken up’?

And now for the fun... Your handout provides the outline (and timeline)... Building the better Built-in Orderly Organized Knowledge Device (B.O.O.K.) - R.J. Heathorn, Punch Magazine, 1962 Think back to the last time you were reading something, and you had a frustrating experience. ● What happened? ● What did you want the artifact do that it couldn’t? ● What would have made the experience more fulfilling?

Getting Started -Inspire Empathize: interviews Define: Create ‘problem statement’ -Ideate Brainstorm, Sketch -Iterate Prototype: build, improvise Test: plan and test with others

INSPIRE 5 min: Interview partner 5 min: Switch roles Try to get at personal level details--tell a story...what is unique experience of your partner?

INSPIRE 5 min: Develop Problem Statement MADLIB [User] has [Need] because [Surprising Insight] 2 min: Present MADLIB and get feedback. 2 min: Switch roles [Need]: Not a solution... “how to get my attention” rather than “a doorbell”

IDEATE 4 min: Sketch 8 ideas Don’t think, don’t analyze, just put something down 3 min: Show sketches and get feedback 3 min: Switch roles

ITERATE 10 min: Prototype Pick best idea from your sketches Create some tangible model...something ‘testable’/interactive 2.5 min: Demonstrate Prototype 2.5 min: Switch roles

Discussion & Reflection