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Simulations in Service Design Prototyping: Drone deliveries with society-in-the-loop

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Systemic Design Association (SDA)
Systemic Design Association (SDA)

https://rsdsymposium.org/simulations-in-service-design-prototyping-drone-deliveries-with-society-in-the-loop/

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Cornelia Böhm 1, Mattias Arvola 2, and Jonas Lundberg2 1 Informiq AB 2 Linköping University Simulations in Service Design Prototyping: Drone Deliveries with Society-in-the-Loop
Purpose • To explore • how computer simulations can be used • as collaboratively divisible object • for citizen engagement • in service design of drone deliveries • for students in a Swedish university city. 2021-10-29 2 SIMULATIONS IN SERVICE DESIGN
Simulating Drone Delivery Services 2021-10-27 3 SIMULATIONS IN SERVICE DESIGN
Prototypes manifest design ideas(Lim et al., 2008) • Filter some aspects: • Appearance • Data • Functionality • Interactivity • Structure • Can serve the purpose of: • Evaluation • Exploration of user experience, needs, and values • Generation of ideas • Communication 2021-10-27 4 SIMULATIONS IN SERVICE DESIGN
Simulations in Service Design • Test a system before implementation • Visualize multiple events, multiple agents, and dynamic processes • Potential complement to desktop walkthrough 2021-10-27 5 SIMULATIONS IN SERVICE DESIGN
Research Questions • How can computer simulations be used • for citizen engagement • in the evaluation • of drone delivery services for students in a university city? • How can such computer simulations • inform the design process in comparison to a desktop walkthrough? 2021-10-27 6 SIMULATIONS IN SERVICE DESIGN
An Instrumental Case • The design of a drone service for food delivery for students in a university city. • Divergent concept sketching and selecte concept was illustrated using: • Service blueprint • Storyboard • Assumed persona 2021-10-27 7 SIMULATIONS IN SERVICE DESIGN
Four Workshop Sessions • 7 participants split into two workshops with desktop walkthrough • 6 participants split into two workshops with the simulation • Five scenarios of use were discussed in each workshop: 1. Order food from home 2. The neighbour orders food at the same time 3. The food is delivered to drop-off point down the street 4. The food is dropped down by a wire from the drone 5. Many want to order food on New Year’s Day. 2021-10-27 8 SIMULATIONS IN SERVICE DESIGN
Desktop Walkthrough 2021-10-27 9 SIMULATIONS IN SERVICE DESIGN
Simulation Background generated from GSD-Ortofoto25 and GSD-Höjddata, grid 2+ © Lantmäteriet. 2021-10-27 10 SIMULATIONS IN SERVICE DESIGN
Data Analysis • Selective verbatim transcription of AV-recordings • Thematic analysis 2021-10-27 11 SIMULATIONS IN SERVICE DESIGN
Results 2021-10-27 12 SIMULATIONS IN SERVICE DESIGN Customer perspective Restaurant perspective Technology perspective Societal perspective
Results 2021-10-27 13 SIMULATIONS IN SERVICE DESIGN Functionality Appearance Interactivity
Results • The computer simulation: • Societal perspective • Multiple stakeholder’s perspectives • The desktop walkthrough: • Stakeholder perspectives • The technology in more detail, including ergonomics and accessibility. 2021-10-27 14 DEMO PRESENTATION
Hybrid Prototyping + Simulation • Useful for society-in-the-loop design and communication on how and where drones may fly and where possible delivery points should be located. • Not useful for discussions on details of ergonomics and interaction between stakeholders and between stakeholders and the drones. • Therefore, the simulation worked best with complementary prototypes. 2021-10-27 15 SIMULATIONS IN SERVICE DESIGN
Simulation for Society-in-the Loop Design • Broadened the perspective to non-users of the service. • Counterweight to focusing on the service encounters and the service users. • A shared visual reference for dynamic aspects, like movement and speed, that might be hard to collectively imagine 2021-11-05 16 SIMULATIONS IN SERVICE DESIGN
Potential Future Research on a Hybrid Prototyping+Simulation Approach Playing with Tensions a. With varied base of stakeholders b. With people with experiences of the place c. Visualize particular values d. Vary the kinds of services 2021-10-29 17 SIMULATIONS IN SERVICE DESIGN
Cornelia Böhm, Mattias Arvola, & Jonas Lundberg

More Related Content

Simulations in Service Design Prototyping: Drone deliveries with society-in-the-loop

  • 1. Cornelia Böhm 1, Mattias Arvola 2, and Jonas Lundberg2 1 Informiq AB 2 Linköping University Simulations in Service Design Prototyping: Drone Deliveries with Society-in-the-Loop
  • 2. Purpose • To explore • how computer simulations can be used • as collaboratively divisible object • for citizen engagement • in service design of drone deliveries • for students in a Swedish university city. 2021-10-29 2 SIMULATIONS IN SERVICE DESIGN
  • 3. Simulating Drone Delivery Services 2021-10-27 3 SIMULATIONS IN SERVICE DESIGN
  • 4. Prototypes manifest design ideas(Lim et al., 2008) • Filter some aspects: • Appearance • Data • Functionality • Interactivity • Structure • Can serve the purpose of: • Evaluation • Exploration of user experience, needs, and values • Generation of ideas • Communication 2021-10-27 4 SIMULATIONS IN SERVICE DESIGN
  • 5. Simulations in Service Design • Test a system before implementation • Visualize multiple events, multiple agents, and dynamic processes • Potential complement to desktop walkthrough 2021-10-27 5 SIMULATIONS IN SERVICE DESIGN
  • 6. Research Questions • How can computer simulations be used • for citizen engagement • in the evaluation • of drone delivery services for students in a university city? • How can such computer simulations • inform the design process in comparison to a desktop walkthrough? 2021-10-27 6 SIMULATIONS IN SERVICE DESIGN
  • 7. An Instrumental Case • The design of a drone service for food delivery for students in a university city. • Divergent concept sketching and selecte concept was illustrated using: • Service blueprint • Storyboard • Assumed persona 2021-10-27 7 SIMULATIONS IN SERVICE DESIGN
  • 8. Four Workshop Sessions • 7 participants split into two workshops with desktop walkthrough • 6 participants split into two workshops with the simulation • Five scenarios of use were discussed in each workshop: 1. Order food from home 2. The neighbour orders food at the same time 3. The food is delivered to drop-off point down the street 4. The food is dropped down by a wire from the drone 5. Many want to order food on New Year’s Day. 2021-10-27 8 SIMULATIONS IN SERVICE DESIGN
  • 10. Simulation Background generated from GSD-Ortofoto25 and GSD-Höjddata, grid 2+ © Lantmäteriet. 2021-10-27 10 SIMULATIONS IN SERVICE DESIGN
  • 11. Data Analysis • Selective verbatim transcription of AV-recordings • Thematic analysis 2021-10-27 11 SIMULATIONS IN SERVICE DESIGN
  • 12. Results 2021-10-27 12 SIMULATIONS IN SERVICE DESIGN Customer perspective Restaurant perspective Technology perspective Societal perspective
  • 13. Results 2021-10-27 13 SIMULATIONS IN SERVICE DESIGN Functionality Appearance Interactivity
  • 14. Results • The computer simulation: • Societal perspective • Multiple stakeholder’s perspectives • The desktop walkthrough: • Stakeholder perspectives • The technology in more detail, including ergonomics and accessibility. 2021-10-27 14 DEMO PRESENTATION
  • 15. Hybrid Prototyping + Simulation • Useful for society-in-the-loop design and communication on how and where drones may fly and where possible delivery points should be located. • Not useful for discussions on details of ergonomics and interaction between stakeholders and between stakeholders and the drones. • Therefore, the simulation worked best with complementary prototypes. 2021-10-27 15 SIMULATIONS IN SERVICE DESIGN
  • 16. Simulation for Society-in-the Loop Design • Broadened the perspective to non-users of the service. • Counterweight to focusing on the service encounters and the service users. • A shared visual reference for dynamic aspects, like movement and speed, that might be hard to collectively imagine 2021-11-05 16 SIMULATIONS IN SERVICE DESIGN
  • 17. Potential Future Research on a Hybrid Prototyping+Simulation Approach Playing with Tensions a. With varied base of stakeholders b. With people with experiences of the place c. Visualize particular values d. Vary the kinds of services 2021-10-29 17 SIMULATIONS IN SERVICE DESIGN
  • 18. Cornelia Böhm, Mattias Arvola, & Jonas Lundberg