TOTAL EXPERIENCE explores designing for experience: its theory, its practice, and how designing for experiences affects us socially and in our personal lives.
BOB JACOBSON is fascinated by the experience of experience. A planner and technologist, Bob has a Ph.D. in Urban Planning & Design from UCLA. He's been a policy researcher, technology CEO, science writer, and consultant. As a Fulbright Scholar, he studied cellular telephony's impacts on transborder communities in the Nordic Arctic Circle. Bob edited Information Design (MIT Press 2000) and is now writing a book on the theory and practice of creating edifying, transformative experiences.
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PAULA THORNTON says, "Understanding human behavior (economics), optimizing interactions (design) and facilitating conversations (markets), are the means to achieve strategic differentiation. This is the focus of our discipline. It is not a 'nice to have'‚ and is not, like documentation once was, an afterthought. It is the means by which to start a strategic discussion and the means by which to drive a tactical initiative. All design should be evidence-based."
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Just keep finding ways to introduce the principles. Check out this example, excerpted here from a manufacturing publication:
...won over by a Kaizen demonstration that stressed the importance of videotaping. Seward was inspired enough to purchase a video camera on his way back to the plant. On his return, he made a 10-minute video of an assembly/packaging process that he sensed incorporated too many duplicated steps. He then invited three operators, an engineer and an operations manager to watch the video with him. Their curiosity about Seward's plan turned to active involvement when he then asked the workers to describe problems they were having with the process. "The flood gates opened," says Seward. "I filled many pages. When they finally slowed down, I asked what they thought we could do to improve the process."
The team quickly noted the wastefulness of having expensive process machinery sit idle while the operator assembled parts. Then automation was discussed, which led an operator to ask if Seward's experiment would mean the end of his job. "I assured them they would never lose their job at this company because of this process," says Seward. "I said it will make their job easier and allow them more time to get involved with additional work as we bring it in, which is good for growth."
Seward's impromptu Kaizen session led to a new, partially automated machine the company designed and built in-house. "It paid for itself in five weeks," says Seward, by enabling more units to be built in less time.
Now maybe someone should point out to them why it works...
I love stories like this and it really does seem to be Toyota Love Fest recently. But ethnography is only as good as the other parts of continuous improvement. There are those who will order the ethnography done but then not decide or act on it, or the person who does the ethnography cannot get others to act upon it.
1. Gino on March 2, 2007 3:35 PM writes...
I love stories like this and it really does seem to be Toyota Love Fest recently. But ethnography is only as good as the other parts of continuous improvement. There are those who will order the ethnography done but then not decide or act on it, or the person who does the ethnography cannot get others to act upon it.
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