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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das Pittsburgh Post-Gazette THE FUTURE OF NEWS citizen SPEAKS Thursday, February 4, 2010

Service Design process

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Page 1: Service Design process

Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

Pittsburgh Post-Gazette

THE FUTURE OF NEWS

citizen SPEAKS

Thursday, February 4, 2010

Page 2: Service Design process

Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

Thursday, February 4, 2010

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

To discover gaps in daily rituals of students in order to create a news platform that facilitates dialogue toward moral discovery

HUNT STATEMENT

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

Take people from online, individual actionto an offline, face-to-face dialogue. And make it mean something to them.

(IN OTHER WORDS.. .)

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

Surveys 90+ responses; Gather General Patterns

Journals 5 participants; Daily account of Rituals

Directed-Storytelling 5 participants; deep exploration into meaning of news

Collage Activity 5 participants; reflection on past, present, and future rituals

RESEARCH OVERVIEW

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

SURVEY

There was nothing we did not expect

98% of those surveyed got their news from computers, no one reads the Post Gazette and interests are in National news rather then Local.

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

people are mostly 'ALONE’ while reading news

primary sources: - website NYTIMES/ iphones and emails

HEADLINESPittsburgh: comfortably Numb?Pittsburgh: the Good, Bad and Ugly.Formal education is for living, self education / awareness for fortune

JOURNALS

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

People are lonely, news attempts to fill a void

News is interesting because of the source, how it affects network

People interested in self-reflection what their news habits reveal

Context affects impact

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

DIRECTED STORYTELLING

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

COLLAGE ACTIVITY

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

Difficult to sense an overview of a typical day.

Participants mostly reflected on special rituals outside of Pittsburgh.

Sacrificed life in Pittsburgh as a “layover” for bigger, better things.

Desire to escape from school work/stress.

News accessed through the web as a source of killing time.

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

What we sawpeople look to past & future and sacrifice the present—it’s Pittsburgh is almost a “layover”

people enjoy sharing news and learn from each other.

people were conscious of their online identity & audience

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES

What we’ll makecreate a new ritual that has sense of community and is of value to an individual’s future

provide channels of sharing news & new ways of interacting

allow people to reflect on their behavior through analytics

What it meansrituals provide an important sense of catharsis and connection in stressful times

Sharing is a form of actionand am important news source

activity on and offline is a reflection of identity

SYNTHESIS

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

Citizen Speaks is a new service layer for the Post Gazette that invites, people to speak up online and in person through article feedback channels and special-invite assemblies.

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES CONCEPT OVERVIEW

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

DEFINITION RESEARCH SYNTHESIS DESIGN OPPORTUNITIES SYSTEM OVERVIEW

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

PPG ONLINE AND MOBILE

PHYSICAL

INTERFACE

CITIZEN ACTIONS

LINE OF INTERACTION

LINE OF VISIBILITY

ONSTAGE ACTIONS

BACKSTAGE ACTIONS

SUPPORT

PROCESSES

LINE OF INTERNAL VISIBILITY

Receivesevent invite

System generatesguest list with

mix of opinions

Editors reviewguest list &issue invites

RSVPs yesto event

Reads articleand votes

Analyticsservice

Editors reviewvoting & select

event topics

PG news articlewith vote feature

Text messageinvite to event

Invite storedin Citizen Pass

Email reminderwith topic links

& location details

Receivesreminder

System tracks responses &

publishes RSVP

System issuesreminder

SERVICE BLUEPRINT

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

CITIZEN SPEAKS EVENT

PHYSICAL

INTERFACE

CITIZEN ACTIONS

LINE OF INTERACTION

LINE OF VISIBILITY

ONSTAGE ACTIONS

BACKSTAGE ACTIONS

SUPPORT

PROCESSES

LINE OF INTERNAL VISIBILITY

Guest list info &Citizen passes

on mobile devices

Arrives at event,icebreakers

Finds seatat table

Debate &discussion with

other guests

Elects candidateto write draft

Writes draftof column, sendsfor group editing

Editors andreporters greetand make intros

Editors andreporters movepeople to tables

Editors andreporters facilitate

conversation

Editors andreporters conduct

election

Oversees andassists withgroup edit

Event signage,name tages

Round tableswith name cards

Various writingtools and online

resources

Group editinginterface

Music cuessignal

seating time

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

CITIZEN SPEAKS EDITION

CITIZEN ACTIONS

PHYSICAL INTERFACE

ONSTAGE ACTIONS

BACKSTAGE ACTIONS

SUPPORT

PROCESSES

LINE OF INTERACTION

LINE OF VISIBILITY

LINE OF INTERNAL VISIBILITY

Receives newsof published

column

Text messagepublication notice

Reads andshares news

Editors sendspecial supplement

to press

Newspapersprinted &delivered

Physicalnewspaper

Reviews updatedprofile activityand analytics

Editors reviewreading activityon supplement

AnalyticsService

Citizen Passweb or mobile

interface

Thursday, February 4, 2010

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

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Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

TRADITIONAL SALES MODEL EXISTING

STAGE OFFER CONSIDERATION SELECTION

SEE PG ADS CONSIDER SUBSCIPTION

SUBSCIRBE

POOL SIZE

TIME

Thursday, February 4, 2010

Page 38: Service Design process

Design for Service | Fall 09 Alex Laskaris James Liu John Kim Sarah Phares Satyajit Das

EXPERIENCE CYCLE PROPOSED

COMPELLING

GENERATIVE EMBEDDED

ORIENTATINGREVERBERATING

ORIENT

Engaging and intuitive

system for voicing

opinion on articles

ADVOCATE

Share published

articles and online

activities with friends

INTERACTEXTEND

ATTRACT

multiple entry points:

Thursday, February 4, 2010