Lincoln • Alessandra • Jo • Natasha • Artur • MariaWinter 2014

service design senior studio

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CAD

service des

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innovation L

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CAD

service des

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innovation L

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#SCADCHAMELEON

introduction

What is an Innovation Lab?

An Innovation Lab is an adaptive and flexible space that facilitates teams of individuals to provide innovative ideas through the process of collaboration.

Innovation is the act of taking advantage of opportunities; introducing something new and different.

introduction

What is Innovation?

Collaboration is the act of culling together individuals to work collectively toward a shared goal.

introduction

What is Collaboration?

Why are organizations turning to collaboration to achieve innovation?

Productivity More innovative ideas are generated through collaboration.

Quality The quality of innovative ideas is increased through collaboration.

Efficiency More innovations are brought to production at a faster rate through collaboration.

introduction

How are organizations facilitating collaboration?How are organizations facilitating collaboration?

• Dynamic Roles and Interactions• Inspiration Environments• Wall Space• Adaptive Structures• Work/Play Balance

• Fluid Spaces• Spontaneous Interactions• Spaces for Both Individual and Groups• Abundant Resources• Open Communication

introduction

To inspire the decision makers to move forward with the development and execution of a collaborative space for SCAD students and faculty.

Project brief

Purpose

Project brief

To develop a comprehensive design proposal for a collaborative innovation lab for SCAD’s Service Design department.

Vision

Project brief

• To deliver a cohesive design proposal• To create an adaptive, flexible, evolving space• To deliver at least one final, completed concept• To build a final process book• To create awareness about the Service Design program• To inform people about Service Design• To provide a vision for the future of the Service Design program • To identify the most effective and appropriate working

environments within a collaborative space

Objectives

stakeholdersVisitors

Supporters

Decision-Makers

Influencers

Users

STUDENTS

CLIENTS

SPONSORS

CLIENTS

DEAN

VP

PRESIDENT

SCADADMIN

TOURGUIDE

PARENTS

EMPLOYERS

FACULTY

STUDENTS

Ecosystem

stakeholders

IMPACT

StudentsFaculty

Administration

Clients

Sponsors

City of SavannahINFLUENCE

Visiting Tours

Importance & Impact of Service Design

DISCOVER DEFINE DEVELOP DELIVER

Desktop Research

Conduct Research

Insights and Opportunities

Innovation Lab

Synthesize Research

research

Double Diamond Process

(value creation)

INPUT

Customer(s) needsTrendsDesign constraintsDesign problem

RolesStylesBrainstorming

InsightsIdeasConceptsPrototypesBlueprints

Space

PROCESS OUTPUT OUTCOMES

research

IPO Model

• Books• Websites• Video• Journals• Articles

research

Desktop

“[The biggest hindrance to] successful collaboration is the gap between the most important collaborative behaviors and participants’ abilities to engage in those behaviors.” Group Creativity

“The best learning occurs during unplanned and uncounted hours outdoors investigating, experimenting, exploring, and playing.” The Third Teacher

There are five stages to the collaborative process: preparation, time off, the spark, selection, and elaboration. Group Genius

“Creative teams require a chameleon ability to switch roles, and inhabit the other person’s mental space at the same times as keeping the perspective of their own.” Management and Creativity, Bilton

“Group performance can be enhanced if there is less cognitive interference and, instead, more cognitive stimulation.” Group Creativity

Physiological needs: safety, belonging/love, self-esteem, self-actualization; meeting these needs will subconsciously make users more open towards each other and towards collaboration.” The Third Teacher

Successful collaboration combines a variety of working spaces designed toward different needs. Managing Innovation, Design, and Creativity

(value creation)

INPUT

Customer(s) needsTrendsDesign constraintsDesign problem

RolesStylesBrainstorming

InsightsIdeasConceptsPrototypesBlueprints

Space

?

PROCESS OUTPUT OUTCOMES

TOOLS & METHODS

ENVIRONMENT

GROUP PERFORMANCE

GROUP BEHAVIORS

KNOWLEDGE

TECHNOLOGY

HINDRANCES

research

Research Themes

(value creation)

INPUT

Customer(s) needsTrendsDesign constraintsDesign problem

RolesStylesBrainstorming

InsightsIdeasConceptsPrototypesBlueprints

Space

?

PROCESS OUTPUT OUTCOMES

TOOLS & METHODS

ENVIRONMENT

GROUP PERFORMANCE

GROUP BEHAVIORS

NEEDSTIME CULTURE PHYSICAL SPACE

COMMUNITY

OBSERVATIONS

KNOWLEDGE

TECHNOLOGY

HINDRANCES

FUNDING

ACTIVE USE OF SPACE

research

Finding Research Gaps

Attitudinal:What people

say/think and why?

Observational:What people do/use and

why?

Generative:What people feel/

dream/imagine and why?

research

People-Centered Research

• Interviews• Surveys• Wishing Wellresearch

Attitudinal

“...it’s a good thing that service students have access to students with different backgrounds.” - Robert Bau

“This building [Gulfstream] is a broken system for education...It is sad: it’s drab, it’s gray, there’s no color, there’s no light. It’s just concrete and monotony.” - Michael Felix

Students strongly agree that accessibility to resources enhances innovation and collaborative processes.

Students like the casual ambiance coffee shops provide for informal communication during the collaborative process.

“...students are not learning how to collaborate before they run into a collaborative project.” - Robert Bau

“One of the challenges as a Service Designer is entering a project midway.” - Louis Baker

Students believe that sharing a space with multiple groups can affect their group focus and performance during the collaborative process.

More than half of students surveyed prefer using paper-based tools over digitally-based tools when working collaboratively.

• SCAD Campus• Savannah

Coffee Shops• Design Firms• Businesses &

Corporations

research

Observational

A- Activities

E- Environment

I- Interactions

O- Objects

U- Users

research

Ethnographic Framework A-E-I-O-U

IThere is a lack of communication between graduate and undergraduate students.

Diverse cultures can contribute to collaboration challenges.

OStudents learn to adapt in the environment and use what is provided.

UThere is not enough experience in communication among students.

EInterior design is highly influential on the collaborative mood.

AStudents are often jumping from one collaborative project to another, sometimes within the same space.

Students work in small groups to quickly disperse tasks.

IMany design cultures are egalitarian.

Many spaces are set up to facilitate informal and spontaneous interactions.

OProfessional collaborative spaces are abundant with materials.

UCollaboration spaces and participants must be flexible, open, and transparent.

EOverbuilt & fixed collaborative spaces constrain process and productivity.

Collaborative spaces have the ability to refresh or depress the mood.

AOpen offices allow for spontaneous activities.

• Paper Plates• Workshop

research

Generative

Students want their working environment to help them feel comfortable and be more productive while they work.

Student attitudes differ dramatically when it comes to collaboration.

Some students appreciate -or at least have an understanding of- the positive aspects involved in collaborative work.

Many students face-to-face networking more validating and effective than digital modes of communication.

Some students have inherently negative feelings about collaborative work.

Students feel that strong mutual feedback is critical to the service design culture, and that efforts to obtain quality feedback have often proved futile.

Students expressed a need for spaces to carry out specific tasks that take place during the design process.

Many students prefer “homey, comfortable, nest-like” settings when they work and feel more happy, creative, and productive in these environments.

Students would like exposure to informal learning opportunities and access to inspirational resources relevant to Service Design.

Affinitizing Research Findingsresearch

Affinitizing Research Findings

Challenges Inherent in Collaboration

Poor Exchange of Information

Imbalance of Work/Play

Unclear Roles & Interactions

Lack of Student Involvement within the School of Design

World of Design

Knowledge & Methods

Physical Resources

Creative Process

Energy1 6

2 7

3 8

4

5 10

9

Synthesizing research

Themes

Synthesizing research

Four Action Framework

ADD

DECREASEINCREASE

REMOVECritical Success Factor

Challenges Inherent in Collaboration

Identify and eradicate foreseeable challenges to the collaborative process.

1

Challenges Inherent in Collaboration1

ADD

DECREASEINCREASE

REMOVE

• Understanding of group roles & dynamics early on• Understanding the importance of diversity for group performance/dynamics• Frequent means of reminding threat possibilities• Understanding collaboration in curriculum

• Clash of personalities• Prejudice• Negativity

• Defined goals/tasks• Stakeholder connectivity• Professor mentorship• Be aware of position in department ecosystem• Empathy• Patience and tolerance• Skill complementation • Communication• Sustainability• Flexibility of space

• Cultural barriers• Misunderstandings

Identify and eradicate foreseeable

Challenges to the collaborative process

Challenges Inherent in Collaborationinsights

• Disparate personalities often create chaos.• Individual personalities conflict with collaborative behavior.• Timing affects communication.• People’s energy affects collaboration.• Personalities shape dynamics.• Relationships affect collaboration.• Cross-pollination with other departments is hindered by location.• Time burdens innovation and creativity.• Unfamiliar methods cause issues with extra time.• Everyone is looking for feedback at the same time.• Students are married to the symmetry of the double diamond process.• It takes effort to receive feedback.• Professors have their own agendas that limit their time and availability.• Space dictates interactions.• When space is lacking, it has negative effects on collaboration.• The current space does not facilitate students’ processes in terms of

inspiration, variety, and flexibility.

Poor Exchange of Information

Foster communication and the sharing of information amongst team members.

2

• Technological platform for collaborative work• Connectivity through special app• Role definement in curriculum• Group-specific areas and resources

• Space restrictions

• Feedback loop• Workshop participation• Knowledge sharing• Online participation• Physical interactions• Professionalism• Dependability• Communication of group roles & responsibilities• Accountability

• Mix of online and physical interaction• Resentment and angst• Group tensions• Being too reserved• Introvert behaviors• Antisocial behaviors

ADD

DECREASEINCREASE

REMOVE

Foster communication

and the sharing of information amongst

team members

Poor Exchange of Information 2

Poor Exchange of Informationinsights

• Disparate personalities often create chaos.• Individual personalities conflict with collaborative behavior.• Timing affects communication.• Personalities shape dynamics.• Relationships affect collaboration.• Role assumptions are influenced by time, skills, and interests.• Cross-pollination with other departments is hindered by location.• Flexible resources facilitate collaboration.• Time burdens innovation and creativity.• Unfamiliar methods cause issues with extra time.• Students feel there is not enough time for feedback.• Everyone is looking for feedback at the same time.• Interest & engagement are connected to how much time students have.• It takes effort to receive feedback.• Professors have their own agendas that limit their time and availability.• Space dictates interactions.• When space is lacking, it has negative effects on collaboration.• The current space does not facilitate students’ processes in terms of inspiration,

variety, and flexibility.

Imbalance of Work/Play

Facilitate a balance of work and play.

3

• Non designated spaces• Micro environments• Resource room• Inspirational space• Introduce gaming methods• Green areas

• Major specific areas• Empty corridors• Open classrooms

• Temperature• Interactive Environment• Gallery Variety• Separated classroom space• Room size diversity• Physical space• Sustenance• Make procedures (meetings, class)• Spontaneous events and socials• Informal interactions

• Chairs• Gray walls• Noise in cubicle rooms• Lecture classes• Formal spaces• Restrictions

Imbalance of Work/Play3

ADD

DECREASEINCREASE

REMOVEFacilitate a balance of work

and play

Imbalance of Work and Playinsights

• Timing affects communication.• Interests dictate and motivate skills.• Mentorship is a largely untapped resource.• Cross-pollination with other departments is hindered by location.• Environment heavily affects creativity.• Time burdens innovation and creativity.• Unfamiliar methods cause issues with extra time.• Students feel there is not enough time for feedback.• Everyone is looking for feedback at the same time.• Students are married to the symmetry of the double diamond process.• Interest & engagement are connected to how much time students have.• It takes effort to receive feedback.• Professors have their own agendas that limit their time and availability.• People’s energy affects the space.• Space dictates interactions.• The current space does not facilitate students’ processes in terms of inspiration,

variety, and flexibility.

Unclear Roles & Interactions

Establishing and maintain healthy and productive group dynamics.

4

• Team functions & roles in curriculum• Refreshers• Deep understanding of collaboration• Objective thinking• Learn about others cultures/back grounds• Establish the sharing & foundation of strong values

• Being reserved• Quick assumptions

• Diversity• Understanding of process & group dynamics• Team-bonding• Outside social events• Gaming• Team building activities• Professor facilitation & guidance• Mix of grads & undergrads• Increase tacit knowledge & peer to peer • Boundaries

• Miscommunication• Lateness/tardiness• Highly individualized tasks and roles• Being self-centered• Dictatorships• Some got to give

ADD

DECREASEINCREASE

REMOVEEstablishing and maintain healthy and productive group dynamics

Unclear Roles & Interactions4

• Disparate personalities often create chaos.• Individual personalities conflict with collaborative behavior.• Timing affects communication.• People’s energy affects collaboration.• Personalities shape dynamics.• Relationships affect collaboration.• Role assumptions are influenced by time, skills, and interests.• Interests dictate and motivate skills.• Cross-pollination with other departments is hindered by location.• Unfamiliar methods cause issues with extra time.• Everyone is looking for feedback at the same time.• Students are married to the symmetry of the double diamond process.• It takes effort to receive feedback.• Space dictates interactions.• When space is lacking, it has negative effects on collaboration.• The current space does not facilitate students’ processes in terms of inspiration,

variety, and flexibility.

Unclear Roles & Interactionsinsights

Lack of Student Involvement within the School of Design

Define and promote the growth of a collaborative culture throughout the School of Design.

5

• Why collaborate with others?• Defined collaboration• Collaboration into curriculum• Enable current students/faculty to define• Group designated resources• Reservable space• Signage• Egalitarian atmosphere• Define team work values

• Intergroup tension• Grad/undergrad ambiguity/tensions• Territorial habits• Silos

• Participation• Feedback loop• Group work principles awareness• Improve discussion board• Work & play balance• Opportunity for face to face networking• Interclass communication• Peer to peer mentorship• Group organization• Tolerance

• Egocentrism• Condescending behavior• Confidentiality• Unused space• Cultural silos• Social boundaries• Assuming the same roles• Inhibition and fear • Lack of collaboration techniques

ADD

DECREASEINCREASE

REMOVE

Define and promote the growth of a

collaborative culture throughout the

School of Design

Lack of Student Involvement within the School of Design5

• Timing affects communication.• Interest & engagement are connected to how much time students have.• People’s energy affects collaboration. • Interests dictate and motivate skills.• Mentorship is a largely untapped resource.• Environment heavily affects creativity.• Cross-pollination with other departments is hindered by location.• Time burdens innovation and creativity.• Dynamic space activates and inspires creativity.• Unfamiliar methods cause issues with extra time.• Students feel there is not enough time for feedback.• Everyone is looking for feedback at the same time.• Students are married to the symmetry of the double diamond process.• Professors have their own agendas that limit their time and availability.• Space dictates interactions.• When space is lacking, it has negative effects on collaboration.• It takes effort to receive feedback.• The current space does not facilitate students’ processes in terms of inspiration,

variety, and flexibility.

Lack of Student Involvement within the School of Designinsights

Energy

Provide an enviroment conducive to collaborative productivity.

6

• Mobile furniture• Student computers within workspace• A variety of work spaces• Inspirational spaces for productivity

• Fear of failure• Discomfort• Unused spaces/materials• Static furniture

• Inspiration• Inviting space• Open communication• Ideas sharing• Spaces specific to quarter, process, need student• Understanding of methods across the double diamond process• Mass amount of wall space • Drawing/visual media• Space flexibility• Exposure to other types of spaces• Resources

• Quarter reserved spaces• Tension

ADD

DECREASEINCREASE

REMOVE

Provide an enviroment

conducive to collaborative productivity

Energy6

• Disparate personalities often create chaos.• Individual personalities conflict with collaborative behavior.• People’s energy affects collaboration.• Interests dictate and motivate skills.• Environment heavily affects creativity.• Personalities shape dynamics.• Dynamic space activates and inspires creativity.• Students feel there is not enough time for feedback.• Interest & engagement are connected to how much time students have.• Professors have their own agendas that limit their time and availability.• People’s energy affects the space.• When space is lacking, it has negative effects on collaboration.• Space dictates interactions.• The current space does not facilitate students’ processes in terms of inspiration,

variety, and flexibility.

Energyinsights

Creative Process

Encourage productive structures for project development.

7

• Different examples of project development• Accessibility• Group-specific space• Mentoring between team members• Instill empowerment• Challenge & re-generate

• Restrictive space use• Method doubts• Intergroup tensions• Negativity

• Timeline facilitation• A variety of spaces• Group participation• Project display • Welcome practices from other disciplines• Open knowledge about tools/methods• Understanding of function, context, timing of a variety of methods• Energy level• Positive group environment• Defined tasks

• Preferential treatment• Assumptions

ADD

DECREASEINCREASE

REMOVEEncourage productive

structures for project development

Creative Process7

• Personalities shape dynamics.• Relationships affect collaboration.• Role assumptions are influenced by time, skills, and interests.• Flexible resources facilitate collaboration.• Time burdens innovation and creativity.• Unfamiliar methods cause issues with extra time.• Everyone is looking for feedback at the same time.• Dynamic space activates and inspires creativity.• Students are married to the symmetry of the double diamond process.• Interest & engagement are connected to how much time students have.• It takes effort to receive feedback.• People’s energy affects the space.• Environment heavily affects creativity.• Space dictates interactions.• When space is lacking, it has negative effects on collaboration.• The current space does not facilitate students’ processes in terms of

inspiration, variety, and flexibility.

Creative Processinsights

Knowledge & Methods

Facilitate absorption and application of new knowledge and design methods.

8

• Start methods learning early and often• Platforms to record collective knowledge & information• Library• Resources• Guidelines• Trends

• Over-opinionatedness

• Facilitation• Feedback loop• Encourage questions and feedback• Enable reference access• Integration of new methodologies• Case studies• Continuous circulation of relevant and current SD trends• Workshops• Interactive experiences

• Self-exploration• Competition• Single format knowledge absorption• Reading

ADD

DECREASEINCREASE

REMOVEFacilitate absorption and application of

new knowledge and design methods

Knowledge & Methods8

• Timing affects communication• Dynamic space activates and inspires creativity.• Mentorship is a largely untapped resource.• Unfamiliar methods cause issues with extra time.• Everyone is looking for feedback at the same time.• Students are married to the symmetry of the double diamond process.• Interest & engagement are connected to how much time students have.• It takes effort to receive feedback.• Role assumptions are influenced by time, skills, and interests.• Professors have their own agendas that limit their time and availability.• Interests dictate and motivate skills.• The current space does not facilitate students’ processes in terms of inspiration,

variety, and flexibility.

Knowledge and Methodsinsights

Physical Resources

Provide the physical resources essential to a variety of design methodologies.

9

• Space planning• Prompts• Grouping activities/methods• Documentation and recording supplies• Pre-designed layouts of frameworks/ tools/ methods• SD specific database of relevant information• Group-specific resources• Adjustable furniture/ materials

• Territorial activities/behaviors

• Awareness of trends• Up to date across department• Variety of classroom settings• Understanding of different methodologies• Accessibility to diverse media• Design toolkits• Library of tools and methods• Sharing• Respect, sharing, and responsibility

• Designated spaces• Formal spaces• Material possession• Waste/abandonment

ADD

DECREASEINCREASE

REMOVEProvide the physical resources essential

to a variety of design methodologies

Physical Resources9

• Flexible resources facilitate collaboration.• Environment heavily affects creativity.• Dynamic space activates and inspires creativity.• Students are married to the symmetry of the double diamond process.• When space is lacking, it has negative effects on collaboration.• People’s energy affects the space.• Everyone is looking for feedback at the same time.• Space dictates interactions.• The current space does not facilitate students’ processes in terms of

inspiration, variety, and flexibility.

Physical Resourcesinsights

World of Design

Raise the profile of SCAD’s School of Design throughout the design world.

10

• Promotional videos• Promotional exhibitions• Marketing collaboration with local and international businesses• Create opportunities for publishing work• Open workshops for visitors• Create new to the world collaborative culture• Kickstarters• Shark-tank like opportunities

• Design group restrictions• Copyrighted restrictions

• Community involvement• Stimulate participation in competitions• Outside third part interest• Promote all majors as equals• Participation from earlier in school career• Use students as assets• Collaborative with other majors

• Industrial design vs. other majors• Devil’s advocacy• Skepticism

ADD

DECREASEINCREASE

REMOVERaise the profile

of SCAD’s School of Design throughout the design world

World of Design10

• Students are married to the symmetry of the double diamond process.• Role assumptions are influenced by time, skills, and interests.• Interests dictate and motivate skills.

World of Designinsights

Reframed problems

DISCOVER DEFINE DEVELOP DELIVER

Desktop Research

Conduct ResearchEmpower Collaboration

Insights and Opportunities

Innovation Lab Collaborative Culture

Synthesize Research

Double Diamond Process

Reframed Problems

How can we foster an effective and efficient collabrative culture within the School of Design?

How can we encourage successful, effective collaboration within the School of Design?

How can we activate and marry the energies of both students and space?

How can we diminish the constraints of time?

Time The Individual

Space Relationships

Dynamics

How can we ignite collaborative and individual creativity?

How can we foster the chameleon growth of the individual?

How can we facilitate the comprehension and effective application of design tools and methods?

Tools & Methods

thank you from Team Chameleon