Designing digital services: getting from visitor needs to RFP

Alyson Webb, Frankly, Green + Webb ltd, UK, Ebelien Pondaag, Fabrique [brands, design & interaction], The Netherlands

If you always do what you always did, you always get what you always got.

How does starting from the user need rather than a chosen platform affect the things we make? How can designing services help us find new collaborative ways to work internal teams and external suppliers?

This half day workshop is all hands-on practice using tools that help cross-departmental teams collaborate to identify holistic and user-centred services. We'll find out what your super-hero status is, how to map a visitors experience to identify patterns, gaps and opportunities and finally, techniques for quick fire ideation and methods for articulating organisational objectives and requirements. All the skills you need to get you to an effective RFP.

B. Baer, E. Fry and D. Davis, Beyond the Screen: Creating interactives that are location, time, preference, and skill responsive. In Museums and the Web 2014, N. Proctor & R. Cherry (eds). Silver Spring, MD: Museums and the Web. Published February 1, 2014. Consulted September 30, 2014 .
S. Andersen, A. Burnette, K. Smith, T. Svenonius, K. Shaw, A. Walker and J. Baskerville, Third Spaces: Are Apps becoming the virtual orientation between museums and their visitors? Museums and the Web 2014 panel discussion Batlimore
Falk, J. (2009). Identity and the Museum Visitor Experience. Walnut Creek, CA Left Coast Press.
Hill, D (2012) Dark Matter and Trojan Horses: A Strategic Design Vocabulary.Strelka Press
Jongerius, P. (2013) Get Agile!: Scrum for UX, Design & Development. BIS Publishers
UK Government Digital Service Design Manual (2014).

Reference projects:
Multimedia Tour and Website Van Gogh Museum, Amsterdam
Website Design Museum, London
National Military Museum, Soesterberg
Imperial War Museum, London