Noora Jokinen gave a lecture about how it is to work for third sector organizations, especially in Finland. She talked about organization culture and the challenges that these organizations are facing in Finland, for example to recruit new members, to be flexible and keep an activist spirit and to appropriate new media for more than campaigning. Together with Noora we also had a look at some of the ideas we developed during the first afternoon, this PDF gives an overview of the first “seed concepts”.
Here you can download the PDF slides of the second day, that Mariana and Andrea used to introduced the basic vocabulary and the 6 hats exercise.
In the afternoon we did a mapping of “user experience journeys” in which each of the participants analyzed one of the services that NL provides using the model that Lucy Kimbell suggests in the Service Innovation handbook. The map template we use is this.
In the case of telephone support service, we were discussing about the expectations of the women calling, how could the possibilities of the service be made more visible? We noticed the lack of English version and participants suggests that the message could be more welcoming, starting for example with: “Good that you called!…”. We thought that in general there is room for improvement in the first encounter with this service. In the Q&A service, we thought that women consulting this service might not know what to expect from the process, or what to do after receiving the answers. Maybe there could be examples? or slightly different path if you are seeking for information or advice? In general it felt a little bit daunting to have to create a password first. In the case of online group support sessions there was not a lot of information of what this actually mean, you do not know what happens in the group or how it “looks” like. It gives the impression that this service is for women that face bigger threads. In general there was not a clear picture of all the possible groups and forums available. In “tell your own story” there is a basic form to be filled and people can contribute with their own stories, however the navigation of this section could be improved. It really showed that it was planned more as a campaign and actual stories are somewhere else in the site. Women using this service might not know what happens next when they send the story and how the story could/would be used in the future. Participants in the workshop suggest that when a woman writes her story it does not disappear and she gets some feedback. She might be willing to know when someone read it, and receive some comments, or feedback on her story. She might be interested in getting to know in which other context or forums her story is being used.
- Read: Carroll, J. M. (1999). Five Reasons for Scenario-Based Design. In Proceedings of the Thirty-Second Annual Hawaii International Conference on System Sciences-Volume 3 – Volume 3 (p. 3051–). Washington, DC, USA: IEEE Computer Society. Retrieved from http://dl.acm.org/citation.cfm?id=876055
- Use the 6 thinking hats to evaluate and refine your ideas (2)