Adopting a human-centred design mindset – Human-centred design workshop

– [Narrator] In our view
human-centered design is not just about processes,
tools, and methods, it’s also about adopting
the right mindset. It all starts with
designing for your users. So, how might you make
sure you are designing for your users? This is probably the most
important thing to keep in mind. It’s all about understanding
their needs and the wider context in which they’ll
use the service and making sure you articulate and
test your own assumptions. Because at the end of the
day, you are not living the life that your client lives. We acknowledge that you
might have decades of experience and expertise
in your area and also know your clients very well. But sometimes being not
close to your clients can mean that you walk into
a problem space with more assumptions. Therefore it is important
that you understand the real problem they need
solutions to in order to avoid spending time solving the wrong problem. Next, let us look at an
example of testing our assumptions early on in
order to avoid creating the wrong solution. How do we make sure we really
understand what they need versus what they say they want. By understanding their
context, immersing ourselves into their lives and environment. This is a case study of John
who is visually impaired. The assumed solution was
to design a button to help John get help in case of emergency. After visiting his environment,
his home, we saw that he already had a system
for organizing his life. We quickly realized that
the emergency button would not be the right solution as
John can just as easily find and use his phone as he
could a new emergency button. In this observation research,
we managed to save the government from investing
in the wrong solution. Take a moment to look at
the example on this slide. Let us understand two
different types of needs when designing services and products. Number one, emotional needs,
these are the feelings felt as the result of someone facing
a situation in their lives. Number two, are the practical
needs, these are the functional things that
people need to access or benefit from the service. Both types of needs are
closely related, but they’re also very different. Practical needs exist within
a set of constraints that are dependent of the
policies designed around the event whether that
be social, economic, or environmental. If this government policy
was to change, then so would the functional needs in this space. Based on the earlier example
of someone moving into retirement, it is essential
to understand the emotional needs if we want to redefine
what functional needs look like in the future. Continue to the next video
to learn more about the different types of research.

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