INTERACTION DESIGN II - AARHUS UNIVERSITY 2017
Kingdom of Ends
"A world in which all human beings are treated as ends,
where they and their well-being are the goal, and not as means to an end."
where they and their well-being are the goal, and not as means to an end."
21/03/17
Up to date: Presentation and prototyping
We presented our prototype for several guest, each of whom are specialised in our field one way or another. The prototype we chose to pitch was the idea of a virtual bank branch. In this prototype we had designed - based on our interviews - exactly what these interviewees had implied they wanted from the ideal bank. Our intent with this prototype was to explore the reaction of the users when confronted with our interpretation of their wishes.
In conclusion we found what we had expected that people did not truly want this kind of personalized bank branch experience.
One of the most important findings from this pitch session was the theme of hard versus soft values in our research. Soft values representing the human aspect of the banking environment. This includes the physical bank branches, the personal bank advisor, etc. Hard values represent profitable interests, loans, credit card deals, etc. We discovered a conflict of interests between which of these two values, the bank and what the customer deem important. This became the base of our next prototype and idea generation.
One of the most important findings from this pitch session was the theme of hard versus soft values in our research. Soft values representing the human aspect of the banking environment. This includes the physical bank branches, the personal bank advisor, etc. Hard values represent profitable interests, loans, credit card deals, etc. We discovered a conflict of interests between which of these two values, the bank and what the customer deem important. This became the base of our next prototype and idea generation.
20/03/17
Up to date: Presentation and prototyping
In the past couple of weeks we have had three feedback sessions. One with Lone Koefoed and Mikkel Ask Rasmussen lectors at Aarhus University; one with representatives from Danske Bank; and an open pitch session with several expert guests. The latter with focus on prototypes.
Presentation: University lectors
We presented our first simple draft idea together with some of our findings from the two performed interviews. The idea would be an attempt to create virtual branches, where a specific group of users would be connected to a specific group of bank employees in a shared virtual space.
Presentation: University lectors
We presented our first simple draft idea together with some of our findings from the two performed interviews. The idea would be an attempt to create virtual branches, where a specific group of users would be connected to a specific group of bank employees in a shared virtual space.
From this presentation we learned that one of the most interesting findings we had was the contradictions between the interviewees actions and what they really say. Furthermore we learned that it might be useful for us to reevaluate what kind of banking experience we are working with. Is it the money bank or the adviser bank? Is it a commercial space or a space for counseling?
Presentation: Danske Bank
Here we presented our new gained focus on dilemmas we found in our interview data. The focus was on the present contradictions and dilemmas found in these interviews and what these could tell us about the users and their needs.
We also presented our main findings:
Presentation: Danske Bank
Here we presented our new gained focus on dilemmas we found in our interview data. The focus was on the present contradictions and dilemmas found in these interviews and what these could tell us about the users and their needs.
We also presented our main findings:
A set of different design ideas:
17/03/17
Interview #2
Interviewee had once been in a bad place financially, where she received help from a bank employee who took a risk in her. This situation formed her want for 'soft values' like personal counselling, a nice atmosphere and face-to-face interactions in a bank. Now she is in a good place financially, but needed a new bank. She looked for banks who fulfilled her wants for soft needs, but given the choice, she instead chose Danske Bank who in their own words had none of the values she wanted, but instead offered 'hard values' like good interest rates and loans. We find this to be an interesting dilemma.
12/03/17
Interview #1
The Interviewee wants minimal contact with the bank, as for her, it's never nice to talk about money. The necessary contact, in turn, should be of high quality. Interviewee speculates that the higher the quality of the contact, the less will it be necessary
09/03/17
Field Studies #1
An anthropologist walks into a bank...
10/03/17
Milestone #2
Idea generation
Idea generation
Making the connection
As a part of our project and the performed field study we had to analyze the different insights gained from our desk research and the aforementioned field study. To do so we used different design techniques mentioned in Bootcamp Bootleg by Thomas Bothand & Dave Baggereor and The Field Guide to Human Centered Design by IDEO.org.
"How Might We"
Our first step was to look at the data gained from our field study and identify the key findings:
Theme 1: The Social Aspect (of the banking experience)
Theme 1
- How might we eliminate the need for a safety / politeness distance in the bank?
- How might we meet the need for emergency supplies in the branches?
- How might we eliminate the need for emergency supplies in the branches?
- How might we limit the amount of noise in the branches?
- How might we encourage the customers to no longer need this quietness?
- How might we create a relaxed atmosphere in the branches?
Theme 2
- How might we change this associations of a wall/protection from / against /between the customers and the workers
- How might we enhance this associations of a wall/protection from / against /between the customers and the workers
- How might we decrease the distance between workers and customers and between customer and customer
- How might we make the outdoor ATM's as attractive as the ATM's indoor?
Then we had a brainstorming where we created ideas to solutions based on the "how might we" statements:
"How Might We"
Our first step was to look at the data gained from our field study and identify the key findings:
- People want and practice an unspoken safety / politeness distance
- It is common for customers to use emergency supplies. Especially the younger customers (under 60)
- quietness is a part of the bank's culture / a norm in the banking experience
- the branches do not encourage a relaxed atmosphere for the customers
- The different help desks give the association of a fort/wall/ protection between workers and customers
- The interior of the bank creates a physical distance between workers and customers but also between customer and customer.
- People tend to use the indoor ATM's rather than the outdoors
Theme 1: The Social Aspect (of the banking experience)
- People want and practice an unspoken safety / politeness distance
- It is common for customers to use emergency supplies. Especially the younger customers (under 60)
- quietness is a part of the bank's culture / a norm in the banking experience
- the branches do not encourage a relaxed atmosphere for the customers
- The different help desks give the association of a fort/wall/ protection between workers and customers
- The interior of the bank creates a physical distance between workers and customers but also between customer and customer.
- People tend to use the indoor ATM's rather than the outdoors
Theme 1
- How might we eliminate the need for a safety / politeness distance in the bank?
- How might we meet the need for emergency supplies in the branches?
- How might we eliminate the need for emergency supplies in the branches?
- How might we limit the amount of noise in the branches?
- How might we encourage the customers to no longer need this quietness?
- How might we create a relaxed atmosphere in the branches?
Theme 2
- How might we change this associations of a wall/protection from / against /between the customers and the workers
- How might we enhance this associations of a wall/protection from / against /between the customers and the workers
- How might we decrease the distance between workers and customers and between customer and customer
- How might we make the outdoor ATM's as attractive as the ATM's indoor?
Then we had a brainstorming where we created ideas to solutions based on the "how might we" statements:
After the session we came up with a few design principles:
Design principles:
- Naturality
- Protector
- Privacy
- Friend
- Companion
- Equality
- Personality
- Human (not system)
-Comfort
- Ease
The last step in this process was to have another brainstorming session where the ideas was based on the design challenge and the design principles identified in the last step:
Design principles:
- Naturality
- Protector
- Privacy
- Friend
- Companion
- Equality
- Personality
- Human (not system)
-Comfort
- Ease
The last step in this process was to have another brainstorming session where the ideas was based on the design challenge and the design principles identified in the last step:
06/03/17
Milestone #1
Brainstorming
Brainstorming
Negative brainstorming
"A method that use brainstorming to generate bad solutions to the problem, and then see how those could be transformed into good solutions. One way to generate ideas is to generate good solutions through brainstorming. But negative brainstorming takes a different angle on that. The method is a two-step process, that consists of first generating the worst solutions to the problem. Later transforming them into good solutions."
- Ola Möller
- Ola Möller
03/03/17
Service Design
Customer journey
The following is a map showing Fie's customer journey through her bank service.
She finds herself in a negative credit and after receiving letters in the mail she decides to contact the bank. We considered this teqnique interesting because it reflects her experience with a bank service which is relevant for our economy experience design challenge.
She finds herself in a negative credit and after receiving letters in the mail she decides to contact the bank. We considered this teqnique interesting because it reflects her experience with a bank service which is relevant for our economy experience design challenge.
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17/02/17
Research #1
Secondary research presented and discussed
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Over past week we have conducted secondary research, collecting concepts, products and possible future scenarios already existing on the market that relate to the design challenges. From mobile apps to state legislation the repertoire of future-banking concepts stretches wide. Over the coming days we will attempt to summarize and sharpen a focus on a more specific design direction.
16/02/17
In the beginning
DESIGN CHALLENGES FROM DANSKE BANK
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On the 10/02/2017 Danske Bank, one of the biggest retail banks in the Nordic countries, held a presentation concerning a few of the present issues, they and others in the banking sectors are faced with. The designers were presented with three different design challenges, that arose from these issues. The proposed challenges were as follows.
1. The Future of Payments
2. The Economic Experience
3. The Social Economy
A think-tank workshop in which the different teams participating in the design challenges wrote down ideas, concerns and questions about the very nature of banking, as well as specific topics to the three challenges, acted as foundation in the choosing of mission, vision and values of the project.
The name 'Kingdom of Ends' was chosen to emphasize the true end-user; the human. To truly represent his or her interests, the team aims to be conscious about the moral implications when designing for people, and the possible use or misuse of one's privacy when designing in the context of the financial sector.
1. The Future of Payments
2. The Economic Experience
3. The Social Economy
A think-tank workshop in which the different teams participating in the design challenges wrote down ideas, concerns and questions about the very nature of banking, as well as specific topics to the three challenges, acted as foundation in the choosing of mission, vision and values of the project.
The name 'Kingdom of Ends' was chosen to emphasize the true end-user; the human. To truly represent his or her interests, the team aims to be conscious about the moral implications when designing for people, and the possible use or misuse of one's privacy when designing in the context of the financial sector.
Members
April
Organization
Christina
Visual Documentation
Lukas
Written Documentation
Valur
Editor
