Jamin Hegeman, Shelley Evenson: About the conference
Martin Wattenberg, Fernanda Viegas: Visual thinking at a global scale
- Many eyes with lots of examples of death, drinking, oil and political speeches.
- Community angle lets visualizations evolve along with the discussions.
- Text analysis: tag clouds, word trees.
- Article about Blog discussions of the visualizations.
- Integration into other sites: Visualizing Earmarks.
- And many more stories where these visualizations are making a difference. Scientific discovery, personal expression, journalism and advocacy, social interaction/fun.
- Target pain points (traditional) vs. Erogenous zones.
- This is an example of "visualization as a service", instead of as an application.
Harold Hambrose: Service as a discipline, Designers at the helm
- From last year: Service triangle (where technology is in the middle). His model: Technology (off to the side) to enable the human providers of the service.
- Examples: 911 call center, diner menu system. These "back stage" systems often not designed by designers.
- Designers are: observers, communicators (visually), modelers, problem solvers.
- Health service examples from Electronic Ink.
- Start with observing and drawing the relationships, processes, etc. Visual artifact example: data visualization of transfers to other hospital units, leads to recommendations on physical organziation. Then can come some technology recomendations, like wireless devices.
- Net: this group of people had no means of drawing pictures (models) to understand what is going on at a high level.
- Documenting "breakdowns" (not all are bad things).
- Biggest problem: Selling design here. Quickly provide value (within a week).
- Needed for insurance, healthcare, etc. - but Design Education needs this the most. "Why would we ever send a designer into a hospital? We do posters."
- Designers are unique because as they analyze, they start thinking of the solutions (vs. just documenting the problems).
- Collaborate with human factors, and many others, so it is really the multi-disciplinary team that is the key.
Claudio Pinhanez: Services as Customer-Intensive Systems
- What is the difference between manufacturing-thinking and service-thinking?
- Negative definition of "services" - what it is not. Can go too far - everything is a service. Both useless.
- Definitions of "customer" - the person who pays vs. the person who recieves the value.
- Customer-intensive is when the "production" cannot really start until the customer arrives (car repair, hospital). YOU are on the conveyor belt.
- Customer-centered view: provider and receiver, part of the process, it waits for me, it uses me.
- Official list of services (NAICS) - which are not customer-intensive industries? Movie-making, publishing (including shrink-wrapped software).
- Continuum of manufacturing to service models.
- Minimize the perceived time (e.g., fix the PC overnight).
- Measure of quality of a service includes the process.
- Product designers vs. services designers.
- Good: human-centricity. Bad: New methods needed because of customer intensity. Ugly: Theater director type skills needed, not artistic talent (people, timing, emotions).
- What happens when the customer is a business? Navy does not know how to procure a service.
- Back-end systems are impregnated with customer stuff.
- Question: Utility company, put customer consuming electrons at the center of the model.
- Question: B2b services, pace-layering.
- Question: Is service design fundamentally different from product design? Design of the iPod (vs. designing iTunes store).
Time for lunch
Technorati tag: Emergence07
(Reformatted September 14th for easier scanning)