STBY » design documentaries

Presentation at Emerce E-Day

Geke — Tue, 06 Jul 2010 08:47:38 +0000

Geke van Dijk and Julia Leihener (Creation Center Deutche Telekom) will be co-presenting at the E-Day conference, organised by Emerce on 16 September in Rotterdam. Geke and Julia will present a research project conducted by STBY and the Creation Center. The research used video as a means to drive the empathic conversations between an organisation and its customers. Stepping into the shoes of customers at various stages of the concept development process is a crucial element in service design.

How sticky research drives Service Design At the 2009 Service Design Network conference in Madeira, Bas...
Service Design workshop in Cambridge Geke participated in a workshop on Service Design at the...
STBY presents at SDN conference 2009 Together with Andreas Sommerwerk (Deutsche Telekom AG) Bas presented the...

Personal storytelling with video

Luke — Tue, 15 Jun 2010 08:45:27 +0000

STBY recently produced a series of films for Nokia, documenting the ‘solutions’ people improvise to a range of situations in their everyday lives. These films are to be used in Nokia’s internal ideation and design processes, where they allow various departments to connect with the lives of consumers.

The personal stories captured by the videos provide a strong emotional link to the individuals involved. They show the hopes, dreams, and fears of a diverse range of people, and in particular focus on the routines and objects that allow them to ‘connect‘ – in both a social sense to their friends and family, but also in a cultural sense to their environment and surroundings. By displaying the solutions that people themselves have developed, STBY were able to provide insights into how Nokia could effectively tailor services around the aspirations of their consumers.

The films also provide an evidential basis for new concepts, by displaying how these would work in the lives of the people they are being developed for. This foundation represents a common ‘language‘ in which different development teams at Nokia can communicate with each other; developing services in the language of everyday life is one way in which the consumers can be kept at the heart of design processes.

Remote services for older people For a consortium of public sector organisations in The Netherlands...
Personas to inform and inspire service innovation In a follow-up project to the early explorations in 2009,...
Lovely video! We went to the BFI this weekend for the onedotzero...

Personas to inform and inspire service innovation

Geke — Sun, 02 May 2010 17:47:30 +0000

In a follow-up project to the early explorations in 2009, STBY was asked to develop a series of personas for Southern Water. Again, we worked closely together with the Design Council team on this project. We conducted an in-depth ethnographic study among 23 households in South East England, identified 4 distinct personas, and visualised those in a series of videos and a full colour A2 poster.

The main objective of the project was to develop a better understanding of how consumers perceive their water consumption, and of their attitudes towards new ways to monitor this. Based on this understanding opportunities for new services and tools to support consumers in managing their water consumption were identified.

The analysis of the interview data revealed that people differ considerably in their understanding of water consumption, their sensitivity to the costs of it, and their sensitivity to the environmental impact of it. We investigated both their daily practices and the underlying motivations and concerns. The 4 personas identified and illustrated each call for specific tools and services that they would be happy to embrace.

Personas are a bespoke way of exploring customer typologies. They are not an off-the-shelf marketing segmentation, driven by demographics, such as age, gender, income etc. They are rather a qualitative typology, driven by characteristics explaining customers’ relationships with specific products and services. Personas are focused on in-depth understanding of customers: Why do they use these products/services? And why do they care about these?

Personas are used to inform and inspire service innovation. They are not meant to pigeon hole every single customer an organisation encounters. They are rather used to strategically inform innovation management, and to inspire new propositions and communications. Personas specifically enable consumer-driven service innovation.

Launch AMSI – Amsterdam Centre for Service Innovation On 3 September an ambitious new centre for Service Innovation...
Service Experience Lab Immerse yourself in the service experiences of your customers and...
Service Design workshop in Cambridge Geke participated in a workshop on Service Design at the...

Creating design briefs on patient dignity

Geke — Sun, 03 Jan 2010 17:23:03 +0000

The Design Council and the Department of Health in the UK have recently initiated a national design challenge ‘Design for Patient Dignity‘. STBY was asked to contribute to the exploratory research that defined the design briefs in the call for proposals.

A team of researchers from STBY and the Design Council spent 4 days on a ward in a hospital in London. They observed the daily routines, and talked in-depth with patients, staff and visitors. Most of these observations and conversations were recorded through video and photography. The study resulted in 7 edited films, each illustrating a specific design opportunity.

Three other research teams have done related studies in other hospitals. In a joint workshop they all contributed to the overall insights creation that informed the final briefs announced in October 2009.

The national design challenge is an open call for proposals inviting designers to join forces with manufacturers, service providers and specialist contractors to help eliminate mixed sex accommodation and increase patient privacy and dignity in hospitals.

Next to the open challenge the Design Council has also involved some universities and design colleges to work on products, services or systems which can directly or indirectly support Patient Dignity in the delivery of same sex accommodation in NHS hospitals.

Design for Patient Dignity results The UK Department of Health and the Design Council presented...
Services to support complex decision making In collaboration with Broca & Wernicke, STBY investigated the complex...
Co-creating education In the early stages of developing a new international master...

How sticky research drives Service Design

Bas Raijmakers — Wed, 28 Oct 2009 23:03:24 +0000

At the 2009 Service Design Network conference in Madeira, Bas presented a paper with Andreas Sommerwerk of Deutsche Telekom AG. The title is “How sticky research drives service design,” and the paper was also written by Indri Tulusan of Spur and Julia Leihener, co-director with Andreas of the Creation Center in Berlin. The paper tells the story of how we used little movies throughout a design process for new concepts that enhance community interaction on mobile phones. (PDF, 3.6 Mb)

STBY presents at SDN conference 2009 Together with Andreas Sommerwerk (Deutsche Telekom AG) Bas presented the...
Adopting rigor in Service Design research Bas co-authored the paper "Thinking and Doing Ethnography in Service...
Presentation at Emerce E-Day Geke van Dijk and Julia Leihener (Creation Center Deutche Telekom)...

Training in Design Documentaries

Geke — Wed, 29 Jul 2009 07:15:14 +0000

As part of the Executive Master Course in Information Management at the University of Amsterdam, Bas Raijmakers coordinated a series of lectures and workshops on Design Documentaries. After an inital introduction and a briefing session, 12 students from both industry and government organisations worked in groups on developing their own Design Documentary.

Each documentary focused on ways to improve the existing service offering by their organisation. Using video as a their research tool, the students addressed the issue by representing the existing situation and reflecting on potential opportunities for improvement. They used both interviews and performance for this.

The editing of the design documentaries was completed and coached during a 2-day workshop. At the end of this workshop the final results were evaluated by a panel of external examinors, as part of the final course assessment.

Helping parents to advise and support Building on the results of a previous study, STBY were...
Living Well in Cornwall STBY were asked by Dott Cornwall - a Design Council...
Creating design briefs on patient dignity The Design Council and the Department of Health in the...

Creative methods for community involvement

Geke — Thu, 16 Apr 2009 14:14:22 +0000

Our contribution to the Heartlands project inspired a group of community regeneration officers of Kerrier District Council (now Cornwall County) to invite us to share our knowledge and experience on ways to involve local communities in regeneration projects. During the inclusive design facilitation we did for Heartlands they had noticed that we used some creative methods that were new to them. They were curious to know more about these methods and find out how to they can use them in their own work.

In a two day training programme we presented our reflections on examples of community involvement methods we have used in a range of projects. We specifically discussed the benefits of methods such as co-creation and design documentaries. We then explored these methods further together with the participants, in relation to a case study project one of them is currently working on. They had brought materials such as photos to illustrate the context of this project. The main issue for deliberation was how these methods could be used to effectively improve the social cohesion in the local area. As a result of the training programme we developed two potential project activities for this specific case-study.

Spatial planning beyond the city We were invited to present the work we did for...
Service Experience Lab Immerse yourself in the service experiences of your customers and...

Design documentaries

STBY — Thu, 20 Nov 2008 12:06:15 +0000

STBY has developed a unique method to explore and communicate the elusive, inconsistent fabric of everyday life by using video and engaging in a dialogue with the participants in a research. Design documentaries investigate the opposites, paradoxes and ambiguities that are part of everyday life. They inform and inspire concept developers by offering rich insights into the often messy routines of consumers. We have found that this can be far more effective than the clean and simplified consumer profiles based on marketing statistics that are so often the basis for design briefs.

Image above:

'Drift' a design documentary by Bas Raijmakers on smart textiles and navigation

No related posts.

International Service Design Northumbria 2008

Bas Raijmakers — Fri, 04 Apr 2008 18:47:03 +0000

Bas presented at the ISDN03 conference in Newcastle about design documentaries as a method to discover what matters to people. All presentations can be downloaded from the Northumbria University Design School website. Bas’s presentation can be downloaded here (PDF, 4,3Mb).

STBY presents at SDN conference 2009 Together with Andreas Sommerwerk (Deutsche Telekom AG) Bas presented the...
Adopting rigor in Service Design research Bas co-authored the paper "Thinking and Doing Ethnography in Service...
How sticky research drives Service Design At the 2009 Service Design Network conference in Madeira, Bas...

Bas Raijmakers

STBY — Mon, 03 Dec 2007 12:11:24 +0000

Bas

Bas Raijmakers is the creative director of STBY. Since the early nineties he has worked in the internet and media industry as consultant and research manager. He holds a master degree in Communication Sciences from the University of Amsterdam (1990) and a PhD degree in Design Interactions from the Royal College of Art in London (2007).

Bas is fascinated by how people use, understand and appreciate media in contemporary popular culture. Since the rise of public internet his focus has been on new media, ranging from hacker cultures to more mainstream uses of the internet. In his many research projects he has seen that it is the people who use new media offerings, not seldom in unanticipated ways, determine the true meaning and value of it.

In 1993 Bas co-founded ACS-i media research projects which grew to a 25 people enterprise, closely working together with ad agencies and IT-developers. In 2000 ACS-i was acquired by Lost Boys and Bas continued to work at Lost Boys as Usability Director until the end of 2002.

Over the years Bas has broadened his field of work from mainly web and usability focused to ubiquitous computing (mobile and wireless) and user experience research.

From 2003 onwards, in parallel to his work for STBY, Bas conducted a PhD-research at The Royal College of Art in London. He focused on how Design Documentaries can inspire interaction designers, rather than limit them in their creative freedom with mainly text-based reports. His supervisors were Prof. Bill Gaver (Goldsmiths College), Prof. Stella Bruzzi (Warwick University) and Prof. Anthony Dunne (RCA).

Contact details for Bas

Email: bas @ stby.eu

Mobile UK: +44 77 87 33 41 23

Mobile NL: +31 6 55 15 77 94

Bram Appelman After studying Communication Science and History, Bram worked in the...