The slide presents the content of the "HEAR" part of Human-Centered Design Process, given in a multidisciplinary collaborative innovative design course hosted by drhhtang and Mike Chen. Participants are composed of about 14 design students and 21 IT students, working together to finish APP for underprivileged users. The course started from February to Jun 2013. The lecture room was E2-324 in National Taiwan University of Science and Technology. The expectation for the final results is working APP that solves an important problem for users.

1. HCD PROCESS
drhhtang ditl.Design.NTUST

2. MULTIDISCIPLINARY COLLABORATION
• 2002~Now Scenario DK Workshop、台灣創意中⼼心、⽣生產⼒力中⼼心
⻑⾧長庚養⽣生⽂文化村、研華科技、⻑⾧長庚資⼯工、台⼤大⼟土⽉⽊木、北科光電、新光醫院睡眠
中⼼心、駟⾺馬科技、宏正科技、賽微科技、台⼤大資⼯工、⼼心路基⾦金會、全⼈人基⾦金
會、⻑⾧長庚兒童⼼心理、⼯工研院網通所、⼯工研院服科中⼼心、台科⼤大電機、友達光
電、台⼤大職能治療
>30 Scenario Workshop at school and in industry

3. HCD
• Human-Centered Design
• Best Practices for Innovation promoted by IDEO
• Learner, Practitioner, Advocator

4. MULTIDISCIPLINARY
• Very Important Issue for future education
• As a person
• Da Vinci - Type of person (Dyson)
•T - Shaped person (IDEO)

5. ATTITUDES
• Friendly & Kinds / the best partners you can get in Taiwan
• Communicate
• 溫柔的說出你的想法與⽴立場
• 分⼯工＋合作 才能完成這堂課多樣的作業要求。

6. 如何讓自己成為
一位善於合作的members?
Na#onal
Taiwan
University
of
Science
and
Technology
Department
of
Commercial
Design
&
Industrial
Design

7. 首先，你需要一個題目。
& 以團隊合作為開端
以自己的設計為開端

8. 以團隊合作為開端...
這是一個十分難得的機會，
可以實際的運作與練習如何
跨領域合作。

9. 每一個組員，
都是設計師。

10. 共同傾聽
與創作。

11. 善用工具，
作為彼此溝通的方式。

12. 各有所長，
能力互補。

13. 最重要的是，
當一個好人。

14. 以自己設計為開端...
設計師或許會找到一個有趣
的題目，可以天馬行空的發
想與設計。

15. 不要停下你的創造力。

16. 讓點子實現，
尋找你的工程夥伴。

17. 介紹你的點子，
讓他們產生興趣。

18. 善用工具
呈現你的概念。

19. 不管是單打獨鬥或是團隊合作，
你要記住兩個字...

20. 效率
不要讓你的組員陪你熬夜，
出席與開會的狀態都要專注。

21. GROUPING & UNGROUPING
• 3~8 members are suggested by experts
•A 5 members group is the best based on our experience
• designers with different backgrounds
• IT students with similar developing experience

22. IDEAS SPEAK
• Group Discussion, 2, 4, 5
• Leaders are those who have the best ideas
• The members of a groups that does not have good ideas yet will be ungrouped.
• from 20 to less than 8 groups

23. RESULT, PROCESS, DEMO
• You will be invited to join UOID+AHMI FB Group if your CV is received.
• Please use Tumblr to record what you learn, what you do, what you find
• Assign TA a password and login name

24. HEAR CREATE DELIVER PROCESS

25. HCD QUALITATIVE HEARING
• Develop deep empathy for people we are designing for
• Propose assumptions as design objectives
• Inspiring new solutions
• Examining design quality and verify assumptions
• Generative to evaluative

26. HEARING
• Because we cannot assure the team know the universe of the participants
• Unveilpeople’s behavioral, mental, political, economic, social, cultural opportunities and
barriers in their own words
• Map the relational dynamics between people, events, time, places, objects
• Deep understanding not broad coverage, ex. extreme users

27. OBSERVING USERS

29. DESIGN CHALLENGE
Creating assisting or supportive APPS that are needed and appropriate for
underprivileged people in Taiwan

30. USING VERB AND HOW CAN
• How can we get children with autism to adopt digital learning environment ?
• How can we create an APP that help children with autism to learn digitally ?
• Create the design challenge for your team in the first month
• Observing users / Recognizing existing knowledge and documenting in Tumblr
• Desirability, Feasibility, Viability
• Social, Economic, Technological

32. HOMEWORK
• Observation + Insight
• Persona + Ideas x 3

37. HEAR

38. HEAR
• People’s stories
• Observation of the reality
• Deep understanding of needs, barriers, and constraints

39. TARGET USER
• Thinkabout the representative users of
the target product
• Using 5W1H to render the target
users, the character, problem, and needs
will be more clear
• Include CRITICAL ISSUES and KEY
IDEAS

40. TARGET USER II
。

41. IDENTIFY YOUR DESIGN CHALLENGE
• Framed in human terms instead of object terms
• 幫助誰做什麼事的APP
• Broad enough to allow you discover the areas of unexpected values
• 筆記本
• Narrow enough to make the topic manageable
• 愛⼼心⽶米其林

42. RECOGNIZE EXISTING KNOWLEDGE

44. USING TUMBLR TO RECORD THE
DETAILS OF THE DESIGN PROCESS

45. IDENTIFY PEOPLE TO SPEAK WITH
• Brainstorming abut the characters
• Average users and extreme users
• Group

46. HEAR AGAIN / UXR
•顧客洞察者的⽥田野⼿手冊，經濟部技術處
•IAN 遊⽯石演講 下星期⼆二下午1:30~4:30 RB309

47. CHOOSE RESEARCH METHODS
• IDEO Method Cards
• Individual Interview
• no more than two interviewers
• without an audience
• interviewer, note taker and photographer

48. GROUP INTERVIEW
•A valuable way to learn about a community quickly; not good for a deep
understanding of individual
• gender equal
• Are political heavyweights present?
• Do they view you as a source of funds, gifts, or charity/ nothing will be give away

49. NGO INTERVIEWER
• Sit at the same height level as the participants
• Researchers do not sit together
• Try not to wear organization-branded clothing
• Emulate the same status of clothing as participants

50. IN CONTEXT IMMERSION
• Meetingpeople where they live, work, and socilize and immersing yourself in their
context reveals new insights
• HCD works best when understanding people not on an intellectual level, but an
experiential level
• Try: Spending a few hours or days working with someone, staying over night to allow
family to gain comfort and act naturally

51. • What people say (or think) they do and what they actually do are not
always the same
• the goal is not to correct but to understand the differences
• Put
yourself in someone’s shoes enables you to get beyond what
people say to what they think and feel
• Deep immersion shows commitment and staying power
• show that you care and deep interest in the day-to-day lives of
your participants

52. SELF-DOCUMENTATION
CULTURAL PROBE
•A powerful method for observing process over a long period of time
• Tounderstand the nuances of the community life when the researcher cannot be
there
• Recruit several people and give them instructions, journals, cameras
• Guide them to easily record activities that will yield relevant information to your
research project

53. • Oftenteenagers and young people are good participants. They tend
to express themselves.
• Show examples of how other people have done or spend a few hours
with them to guide the process
• Be sensitive to class, age, and other factors that will affect the
information people are able to collect and record

54. EXPERT INTERVIEWS
• Seek experts on a certain topic and with insight for the design challenge
• End Users
• Community members with strong relationships, respected leaders, or people with a
reputation for intelligence and fairness, who are particular innovative or have done
things out of ordinary
• Who can provide in-depth information and have experience
• History, regulation, technology, medicine, business,

55. SEEKING INSPIRATION IN NEW SPACES
• To look at similar experiences in other context is another way to inspire new ideas
especially when you have already done some research and need to refresh your
thinking.
•A surgeon can get insights about organizing medical supplies by visiting a hardware
store
• Airline employers observe a hotel front desk checking-process.
•A water-jug creator observes individuals transporting heavy objects or liquids.

56. NEXT WEEK
• Team Profile
• Personas / Character Mapping of real people
• Observation Process and Insight using different UXR methods
• Problem and Hypotheses (visualization is good for time management)
• Competitive Analysis