College Development Network
Service Design: User Focused Approach
Who?
Lecturer in Service Design (Service Design Academy, Dundee)
Digital Media Educator & ethnographer. #open Web & social media, digital storytelling, events & citizen journalism. PhD #Van2010. Greyhounds. #jisc50social
(‘citizen journalist’)
Icebreaker:
Turn to neighbour,
Post-its
2 mins (each)
20 secs report back
“Digital Storytelling” as a service design tool
bit.ly/DS_SDinGov
Where are people accessing media?
Mobile, but broadcast only)
Fixed, able to comment, respond to content
Mobile, share and comment
How are people making media?
Self-publish content, response, blogging as personal journalism (2000-2003ish)
Livestream apps (QIK), affordable 3G, video hosting platforms
Vloggers with professional rigs (DSLR, lights, mics)
Throwaway media- personal, mobile centric
(This is how new media has been monetized/professionalised)
From “prosumer” to “produser”... �(Bruns, 2009)
82 per cent of UK adults use the internet daily in 2016.
63 per cent of UK people are using social media. 2/3rds of those users use it everyday.�
41% of social media activity concerns what is happening in the local area.�����
70 per cent log on using their phone while out and about. By 2017, 90% of the mobile phone usage will be from smartphones.�
Young people would rather make content than read news. In 2016, of 16-to-24 year-olds, 65 per cent created and uploaded content while 66 per cent used a news site or newspaper.
“the increasingly complex relationships between news production and consumption, between the amateur citizen and the professional journalist, and between ‘news’ and ‘comment’ all require consideration in the context of the new media forms which frame these reconfigurations.” (Goode, 2009: 1304)
...when the citizen deliberately uses journalistic techniques and methods to construct & tell a story...
“Citizen journalist”
The citizen journalist’s swiss army knife? The smartphone!
“Mainstream” media
Large media organisations who have access to events and wide audiences in order to influence popular debate.
�Ability to set news agenda that other smaller organisations follow - work with political elites and corporate bodies to do so.�
“Alternative” media
Not for profit - Aim to advocate the interests of those who feel marginalised by the mainstream media.
Provide an alternative outlook on the world, making media that highlight what’s not being covered.
�
But what can we learn from media activists?
Capture and ‘amplify’ the wee stories
Mainstream media and larger media outlets may miss the smaller stories, so you can capture them instead - often they get picked up.
All about highlighting what is missing and raising awareness using social media tools.
Events (like today) are a catalyst, people doing stuff together is part of the process, not the just the product - and is just as important.
Learn & pass it on
Keep it simple, practice over the technology - the ability to record short, quick interviews that required little editing & big impact
By demonstrating how media is made, in turn, be able to deconstruct the elements required to tell a story using your smartphone
Humans of Glasgow (2014)
Lived experience
Capturing a moment
Simplicity
Every Story Important
Olympic Torch Relay (2012)
#citizenrelay (2012)
Professionalising DIY culture
Takeaways
99% of citizen journalism, digital storytelling, making movies on your phone (whatever you want to call it), is empathy, working ethically, gaining access to the right people, building trust and confidence to ask the right questions and capture then answers respectful (all essential qualities of service design) — 1% is pointing your camera in the right way.
Digital Storytelling in service design context
The double diamond
Dundee and Angus College,
From Good to Great All Staff Development Day #DAG2G �18th of August 2017
#DundeeDecides (2018,ongoing)
Participatory budgeting meets participatory filmmaking
Innovative process, first LA in Scotland to dedicate 1% of budget to initiative - chance to showcase Dundee on national scale in line with Scottish Government targets;
�Additional insight from voters about process through video (form of user interviews) to help inform future PB work.�
Opportunities
Real-time “social media ready” content to promote #dundeedecides, driving more engagement through ‘virtual’ word of mouth;
Strong network of Dundee City Council staff and community partnerships to gain access to community voices - chance to capture citizen-led democracy and location specific content across all of Dundee’s wards.
Opportunities
Difficult to be in all locations, at all times - there are over 70 DCC tablets being used across the city, plus ward-focused events (that will be staffed), how do we ensure fair representation in final film?
Gaining ethical permission, do not want to put people off from voting by recording them doing so. Need to be discreet, but mindful of what the stories will be for the outcome
Challenges
Example of a brief:
Gather 1-2 short interviews from voters (how to do this will covered in training);
Shoot 7-10 seconds of something that shows where you are (a community centre sign, a local landmark, signpost);
Shoot 7-10 seconds of activity where you are:
Shoot 7-10 seconds of a close up of an activity.
“Learn by doing”
https://twitter.com/i/moments/926441585650425856
Live Brief: #SDinGov
Capture an interview in one take - so that you don’t need to edit it before being able to share it immediately online.
Finding the story
Live Brief: #SDinGov
(20 mins)
Conversation with your partner;
Discuss your key takeaways from the conference;
Asking the right questions;
Interview each other;
Upload to Twitter with #SDinGov
Capturing the story
Camera: Battery, hold camera steady, hold camera right way, airplane mode.
Light: Natural light, windows, strip lighting.
Sound: Noises, distractions, microphone.
Questions: What are you going to ask? Do you have permission?
Sharing the story
Immediacy: It can capture the process, highlight and spark discussion, bring your user research alive;
Sharable format; real people share real content;
Trust, intimacy; Getting your participant to speak, get you to do this so can experience what they will experience
Confidence: Better with experience
Learn & pass it on
Keep it simple, practice over the technology - the ability to record short, quick interviews that required little editing & big impact
By demonstrating how media is made, in turn, be able to deconstruct the elements required to tell a story using your smartphone
The “watch back”
Benefits of digital storytelling within service design
How might you see digital storytelling being used within your own work?��How would you use this to gather user research?��Can you see potential to document process?��How could you use this as a prototyping tool?
Thank you!
Full blog post: http://bit.ly/DS_SDinGov�
www.mediaforcommunities.org
@jennifermjones, hello@jennifermjones.net