mini project for today: improve the airport security experience
TRANSCRIPT
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Mini project for today:
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Mini project for today:
Improve the airport security experience . . .
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Mini project for today:
Improve the airport security experience . . .
What could we do to improve the airport security experience?
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Looking for gaps between the human experience and system needs
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Extremeusers
Experts
We draw insights from extremes . . .
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Extremeusers
Experts
Dan Kenia
We draw insights from extremes . . .
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Extremeusers
Experts
Dan
We draw insights from extremes . . .
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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?
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Extremeusers
Experts
Kenia
We draw insights from extremes . . .
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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”
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What else did we learn?
didn’t feel safebeing open & honest
wore coat over TSA uniformmanager called to follow up
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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 & honestwore coat over TSA uniform, manager called
to follow up
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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”
![Page 19: Mini project for today: Improve the airport security experience](https://reader033.vdocuments.net/reader033/viewer/2022051215/56649c715503460f9492294c/html5/thumbnails/19.jpg)
amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW help travelers move
freely & at own pace?
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amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW 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”
![Page 21: Mini project for today: Improve the airport security experience](https://reader033.vdocuments.net/reader033/viewer/2022051215/56649c715503460f9492294c/html5/thumbnails/21.jpg)
amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW help travelers move
freely & at own pace?
travels vicariously through othersHMW 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 fasterHMW help time go faster for airport
employees?
wheelchairs solve other needsHMW provide “wheelchairs” for
wayfinding, translation, & heavy baggage?
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amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW help travelers move
freely & at own pace?
travels vicariously through othersHMW 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 fasterHMW help time go faster for airport
employees?
wheelchairs solve other needsHMW provide “wheelchairs” for
wayfinding, translation, & heavy baggage?
didn’t feel safe being open & honestwore coat over TSA uniform, manager called to
follow up
![Page 23: Mini project for today: Improve the airport security experience](https://reader033.vdocuments.net/reader033/viewer/2022051215/56649c715503460f9492294c/html5/thumbnails/23.jpg)
amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW help travelers move
freely & at own pace?
travels vicariously through othersHMW 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 fasterHMW help time go faster for airport
employees?
wheelchairs solve other needsHMW provide “wheelchairs” for
wayfinding, translation, & heavy baggage?
didn’t feel safe being open & honestHMW help airport employees/travelers feel
safe being open & honest?
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amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW help travelers move
freely & at own pace?
travels vicariously through othersHMW 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 fasterHMW help time go faster for airport
employees?
wheelchairs solve other needsHMW provide “wheelchairs” for
wayfinding, translation, & heavy baggage?
didn’t feel safe being open & honestHMW help airport employees/travelers feel
safe being open & honest?
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HOW to brainstorm: Rules
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Warm-up: “… yes and …”
Form teams
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amused by the processHMW help travelers laugh
during the process?
thinks he knows betterHMW leverage the cleverness of travelers to improve the system?
more choices & effect processHMW give travelers more choices to
influence process?
willing to signal special casesHM travelers reveal special baggage or security needs?
move freely & at own paceHMW help travelers move
freely & at own pace?
travels vicariously through othersHMW 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 fasterHMW help time go faster for airport
employees?
wheelchairs solve other needsHMW provide “wheelchairs” for
wayfinding, translation, & heavy baggage?
didn’t feel safe being open & honestHMW help airport employees/travelers feel
safe being open & honest?
12 min
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IDEATION : Select multiple concepts
Use contrasting selection criteria to preserve innovation potential
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Dishmaker by Ted Selker and Leonardo Bonanni from MIT
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keep it
LO-RES
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carry
MULTIPLES
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Prototyping Activity
INDIVIDUALLYSelect one of your selected concepts
Make two sketch versions of that idea
5 min
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Test with another person from your team.Build on each other’s ideas.
3 min each or 6 min total
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Get Feedback
IN PAIRS OF TEAMSTest your ideas with a partner team.
4 minutes for each share/test, then switch.
8 min
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Iterate your solution in responseto the feedback you received.
4min
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Debrief:
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EMPATHYgives 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
IDEATIONgenerates 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 & FEEDBACKaccelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable
• attitude of experimentation• lo-res experiences
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EMPATHYgives 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
IDEATIONgenerates 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 & FEEDBACKaccelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable
• attitude of experimentation• lo-res experiences
![Page 50: Mini project for today: Improve the airport security experience](https://reader033.vdocuments.net/reader033/viewer/2022051215/56649c715503460f9492294c/html5/thumbnails/50.jpg)
EMPATHYgives 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
IDEATIONgenerates 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 & FEEDBACKaccelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable
• attitude of experimentation• lo-res experiences
![Page 51: Mini project for today: Improve the airport security experience](https://reader033.vdocuments.net/reader033/viewer/2022051215/56649c715503460f9492294c/html5/thumbnails/51.jpg)
EMPATHYgives 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
IDEATIONgenerates 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 & FEEDBACKaccelerates learning, reduces risk, and gives confidence that your solution is desirable, feasible and viable
• attitude of experimentation• lo-res experiences
![Page 52: Mini project for today: Improve the airport security experience](https://reader033.vdocuments.net/reader033/viewer/2022051215/56649c715503460f9492294c/html5/thumbnails/52.jpg)