How to go from research data to insights?

Transcript

1. Service Design Service Design Basics: Research two: Synthesis Daniele Catalanotto

   Illustrations: from the Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International

2. Service Design Introduction

3. Service Design Great to see you again lovely human.

4. Service Design The mindset that sums it all up As

   Service Design practitioners we are curious humans who love to make shit happen and still can talk about their feelings.

5. Service Design Emotional weather 30 seconds per person • Say

   how you feel today so that others know how to best interact with you today. • Translate it in a weather report style: sunny, rainy, tsunami ahead, etc.

6. Service Design What we 
 do today.

7. Service Design What happens today? Program • 2 Shit ideas

   review • Reading about Synthesis • 3x learning loop • Learn by teaching • Pro tips and Q&A • Practice exercise • Debriefing • Case study • Assignment and conclusion • Timing • Lunch around 12:00 • End at 17:00

8. Service Design Why do we do this? Program Using the

   best way to learn Teaching is one of the best ways to really learn something. Synthesis is the magic part Researching is « easy » making sense of it is what is hard. That’s why we spend a full day on turning research into elements that can inspire action. Case study As you asked, you’ll see through a real-life project how what we explored today is used in the professional world.

9. Service Design What happens next How does this course build

   with the rest? When What Topic November 7th Business Design Introduction Service Design for People, Public and Planet November 28th Research 2 Service Design Basics December 5th Service Design Principles Library Service Design for People, Public and Planet December 12th Storytelling Leading Conversations

10. Service Design How your feedback shaped this Program Different media

    To help those with dyslexia, there is a larger mix of different « learning materials »: video, slides, and texts. Case study For those who ask themselves: but how is this used in a real project, I’ll share the behind-the-scenes of a project where the practices we share today were used. Resources to go further For those who want to go deep in a specific part of what we explored there are recommended resources at each stage to explore (books, tools, websites, etc)

11. Service Design Questions before we start?

12. Service Design Shit ideas

13. Service Design Shit ideas tour 5 minutes per person •

    Present the idea that gets you most excited at this time • Present the idea that scares you the most at this time • As a listener on sticky notes share stars and wishes

14. Service Design Course

15. Service Design Get the knowledge

16. Service Design The challenge Learn new skills and theories by

    teaching them back to your peers.

17. Service Design Read and teach back Dive deep into the

    topic in subgroups using the given resources. Your tasks as a group: • Divide the material between your team members • Build a 10-minute presentation to answer the question of your group • Upload the presentation on Sharepoint. 
 
 01_Core module > SD > Module deliverables > Today’s date 11:00 including break

18. Service Design Where you’ll find the information Pro tip Subfolders

    are for content that comes from the same author around one idea but shared in a different format (slides, video, article).

19. Service Design The knowledge of your group Group 1: 


    What are Synthesis and Insights? Best for people with dyslexia 
 as there is lots of video in this topic Group 2:
 What are tools that can help me do a Synthesis? Group 3:
 How can I use a Service Blueprint for Synthesis? 1 2 3

20. Enjoy a break

21. Service Design Topic 1: 
 What are Synthesis and Insights?

22. Service Design Peer teaching Learn from the teachings of your

    peers and share tips. We do a tour of the table where each of us can share a tip based on personal experience. You can either: 1. Share now: Share your tip 2. Share later: Share your tip at the end of the round. 3. Pass: If you don’t feel you have something to share that’s okay. 10 minutes

23. Service Design Three pro tips Ask continuously: What does it

    mean? When you review data from your own research, articles, case studies, etc. ask yourself: what does this mean for my project? How does this help me in my project? « It’s interesting » isn't a an answer to that question. Have a place to capture the different sources to build insights Use the tool of your choice (like Notion, Dovetail, Miro) to mix together pieces of different sources to create learnings and insights. Once you have a lot zoom out and link elements together Once you have a lot of learnings and insights bundle them together to synthesize even further. 1 2 3

24. Service Design Three pro tips Have a place to capture

    the different sources to build insights Use the tool of your choice (like Notion, Dovetail, Miro) to mix together pieces of different sources to create learnings and insights. 2

25. Service Design Solo Practice Create insights by mixing different things

    you learned, observed and experienced. • Link it to a specific topic you are exploring for your Master Thesis 15 minutes

26. Service Design Debriefing and Q&A 15 minutes What did you

    learn 
 in this way of working?

27. A great book by Jon Kolko that goes deeper on

    this idea of Synthesis and shares more theories and methods. swis.ac/magic Go further Resource for those who want to go deeper

28. Service Design Topic 2: 
 What are tools that can

    help me do a Synthesis?

29. Service Design Peer teaching Learn from the teachings of your

    peers and share tips. We do a tour of the table where each of us can share a tip based on personal experience. You can either: 1. Share now: Share your tip 2. Share later: Share your tip at the end of the round. 3. Pass: If you don’t feel you have something to share that’s okay. 10 minutes

30. Service Design Three pro tips Canvases and templates help Using

    pre-existing canvases like an Empathy Map, Persona, etc. can be helpful starting points to create a summary of your findings. For research I often force myself to use a one sentence, three ideas summary. Making a presentation forces sense making Creating a presentation of what you’ve learned forces you to select what is important and to show why it’s important. Use analogies, visual metaphors and visual stories To summarize complex emotions and dynamics it can be helpful to use visual images. 1 2 3

31. Service Design Three pro tips Canvases and templates help Using

    pre-existing canvases like an Empathy Map, Persona, etc. can be helpful starting points to create a summary of your findings. For research I often force myself to use a one sentence, three ideas summary. 1

32. Service Design Three pro tips Use analogies, visual metaphors and

    visual stories To summarize complex emotions and dynamics it can be helpful to use visual images. 3

33. Service Design Solo Practice Turn the insights you have into

    a visual form, visual analogy or metaphor • You’re allowed to add new insights • If you map do it like a geographer: It’s about « summarizing » not showing all the details. 30 minutes

34. Service Design Debriefing and Q&A 15 minutes What did you

    learn 
 in this way of working?

35. Service Design Tools is a library of tools that you

    can easily filter. swis.ac/tools Go further Resource for those who want to go deeper

36. Service Design Topic 3: How can I use a Service

    Blueprint for Synthesis?

37. Service Design Peer teaching Learn from the teachings of your

    peers and share tips. We do a tour of the table where each of us can share a tip based on personal experience. You can either: 1. Share now: Share your tip 2. Share later: Share your tip at the end of the round. 3. Pass: If you don’t feel you have something to share that’s okay. 10 minutes

38. Service Design Three pro tips Building it in a kanban

    tool makes it fast and easy. Trello or notion are great tools to create Service Blueprints fast. Create your own blocks. Each project has different needs and therefore can have different building blocks in a Service Blueprint. Don’t create one. But multiple ones. Description 1 2 3

39. Service Design Three pro tips Building it in a kanban

    tool makes it fast and easy. Trello or notion are great tools to create Service Blueprints fast. 1

40. Service Design Group practice Create a Service Blueprint of an

    experience you hated, using the practical blueprint blocks • Show the « as-is » state • Invent at least one new block that you find helpful 30 minutes

41. Service Design Debriefing and Q&A 15 minutes What did you

    learn 
 in this way of working?

42. My personal collection of templates, courses and tools to create

    Service Blueprints. swis.ac/blueprint Go further Resource for those who want to go deeper

43. Service Design Case study

44. Service Design Assignment

45. Service Design Assignment for next time 10 shitty ideas •

    Re-interpret the 10 shitty ideas exercise. • Use the time you would have used to generate shitty ideas to do something that makes you progress in your project and life.

46. Service Design Conclusion

47. Service Design Bravo!

48. Service Design Learnings from the day

49. Service Design What are tips that make synthesis easier? Learnings

    from the debriefing Use inspiration from the scientific method • Set a hypothesis and verify it in the data you gathered • Explore diverse sources of data • Doing line-by-line coding of the interview Start early • Do summaries during and right after the interviews • Boomark key elements of a conversation whil recording it. Listen to your guts • Look for the strong emotional pieces of data instead of the average Use technology to get first drafts • Use generative AI tools to categorize parts of interviews and find themes • Use local AI tools like jan.io for better data privacy

50. Service Design Tips for visual synthesis Learnings from the debriefing

    Rule of thumb • If you can’t draw it, maybe you didn’t understand it yet. • Making it visual clarifies what you understand Tools for visual synthesis • Visual collage • Internet Memes format • Use metaphors • Remix, mashup existing visual metaphors • Canva has a lot of base material to play with • Use the tool you are comfortable with Visuals help summarise • Visualizing helps me to select the most important thing to say • It’s easier to summarise with visuals than with words. Qualities of visual synthesis • Visuals are a great show where I am and what I see • Visualising makes the biases clearer • Visualising can help you change perspective • Visualising shows well the hierarchies that exist in a system

51. Service Design Tips for Blueprints as a synthesis tool Learnings

    from the debriefing How to approach a Service Blueprint • Start with a complex blueprint then simplify • Service Blueprints can look very different and very creative • Don’t take it too seriously What to include in a Service Blueprint • Add an emotional layer Qualities observed in your blueprints • The visual transmits the emotion (making it messy gives the emotion of it’s messy) • Including time spent or waited • Choosing a focus for the Blueprint • A suggestion block with early ideas.

52. Service Design The summary.

53. Service Design What happens today? Program • Reading • 3x

    learning loop • Learn by teaching • Pro tips and Q&A • Practice exercise • Debriefing • Guest Q&A • Assignment and conclusion • Timing • Lunch around 12:00 • End at 17:00

54. Service Design Why do we do this? Program Using the

    best way to learn Teaching is one of the best ways to really learn something. Synthesis is the magic part Researching is « easy » making sense of it is what is hard. That’s why we spend a full day on turning research into elements that can inspire action. Case study As you asked, you’ll see through a real-life project how what we explored today is used in the professional world.

55. Service Design The mindset that sums it all up As

    Service Design practitioners we are curious humans who love to make shit happen and still can talk about their feelings.

56. Service Design What happens next How does this course build

    with the rest? When What Topic November 7th Business Design Introduction Service Design for People, Public and Planet November 28th Research 2 Service Design Basics December 5th Service Design Principles Library Service Design for People, Public and Planet December 12th Storytelling Leading Conversations

57. Service Design Let’s wrap up.

58. Service Design Stars and wishes 1 minute • Write down

    one star (an element you loved today). • And one wish (an element that could be improved). • One element per sticky note. • Place them on the wall and group them by similar ideas.

59. Service Design Thanks for today!

60. Service Design See you soon Daniele Catalanotto Illustrations: from the

    Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International