Tag Archives: service design

Persona experience in the museum – playing with your expectations

User centered design, service design and persona thinking is thinking of our time and getting more popular. A current example is now in the Van Abbemuseum in Eindhoven (Netherlands), here a short description from their website:

The fourth and final part of the exhbition programme Play Van Abbe is called The Pilgrim, the Tourist, the Flaneur (and the Worker). The exhibition presents a selection of important works from the museum’s collection together with several special guest artists. You are invited to play a role whilst visiting the museum; the roles are the pilgrim, the tourist, the flaneur and the worker. The pilgrim is focused on the object of art; the tourist on stories; the flaneur on time and the overall museum experience. Finally, the workers are the roles that seek an active confrontation with art and produces new ideas for themselves and others. You can change roles during your visit and experience how artworks appear different.

So if you want to experience persona thinking in a museum context you can do this until august 2011 in Van Abbemuseum, Eindhoven (see the website)

If you want more inspiration in how personas work in business and design, how you can make and use personas for your company or project you can do a one day workshop to start with. At the moment I am organizing two dutch workshops in Den Bosch (Steedelijk museum) and Amstelveen (Cobra museum). This workshop can also be done as an in-house workshop in english, german or dutch.

More information:
German: Storytelling mit Daten – Persona Zielgruppen-Workshop

Dutch: Data storytelling met persona’s workshop  

The Persona Core Poster – a service design tool

Since years I am working with personas from aspirational to reality. Most of the time I am following the same basic questions and approach while developing the personas.

Finally I found time to design a poster that you can use in workshops and I hope you like it. I post the A3 template here as a PDF under the creative commons licence, this means you can print it, use it and even change it, just name the source. Tip: start with behaviour and end with the quote!

If you like it drop me a note and share it with your friends or client. On a regular base I am also conducting workshops in the Netherlands or Germany.

More information on Data Storytelling with Personas workshop:

More posts on persona thinking:
Personas and female mindstyles
Persona Experience in the Museum – Playing with your Expectations
Persona Experience in the Museum – Playing with your Expectations

Type and the effect on service design and learning

In a recent study published in the journal Cognition, psychologists at Princeton and Indiana University had 28 men and women read about three species of aliens, each of which had seven characteristics, like “has blue eyes,” and “eats flower petals and pollen.” Half the participants studied the text in 16-point Arial font, and the other half in 12-point Comic Sans MS or 12-point Bodoni MT, both of which are relatively unfamiliar and harder for the brain to process.

After a short break, the participants took an exam, and those who had studied in the harder-to-read fonts outperformed the others on the test, 85.5 percent to 72.8 percent, on average.

To test the approach in the classroom, the researchers conducted a large experiment involving 222 students at a public school in Chesterland, Ohio. One group had all its supplementary study materials, in English, history and science courses, reset in an unusual font, like Monotype Corsiva. The others studied as before. After the lessons were completed, the researchers evaluated the classes’ relevant tests and found that those students who’d been squinting at the stranger typefaces did significantly better than the others in all the classes — particularly in physics.

“The reason that the unusual fonts are effective is that it causes us to think more deeply about the material,” a co-author of the study, Daniel M. Oppenheimer, a psychologist at Princeton, wrote in an e-mail. “But we are capable of thinking deeply without being subjected to unusual fonts. Think of it this way, you can’t skim material in a hard to read font, so putting text in a hard-to-read font will force you to read more carefully.”

Difficulty builds mental muscle, while ease often builds only confidence.

Interesting thought on what this means for design, especially service design, learning material, wayfinding, etc. For inspiration, here a link to David Carson’s website

Read the full article on www.readability.com
 A version of that article appeared in print on April 19, 2011, on page D5 of the New York edition with the headline: Come On, I Thought I Knew That!.

Business design tools


all contents by Roberta Tassi

There are a lot of possibilities, tools and methodologies while working on your business model, online strategy, service design or ideation project. Here are some nice tools and online platforms for inspiration or to help you get started:

  • Business Design tools:  www.businessdesigntools.com The design of a business is divided in 6 Phases where Designers, Clients and Customers should collaborate together in order to develop product/services that really address customers needs. The 6 Phases are: frame, explore, ideate, strategy, co-design, delivery.
  • The Company Real Score  is a collection of business tools and instruments to map and visualize your brand. It is a collection of core elements for orchestrating and conducting ‘brand minded and people centered’ innovations.
    Before you start with Customer journey mapping or Business Model Generation it is helpful to map your identity, the critical success factors and the paradoxes or wicked problems. This will give you more focus what best suits to your brand and inspires innovation and creativity. More info and the download of the poster: here!
  • Business Model Generation:  www.businessmodelgeneration.com This is also a fantastic book and an iPad app is in development. In the meantime you can use the PDF download of the canvas and a nice presentation with the basic items to make a start.
  • Service Design Tools:  www.servicedesigntools.org This website is the result of the research activity done by Roberta Tassi during her graduation thesis. Service Design Tools is conceived as an open platform of knowledge, to be shared with the design research community.
  • Persona Core Poster Companies have a growing number of data and research material from different sources that gives detailed information about what a consumer thinks, does or wants. But teams need a simple instrument to make better, integrated and quicker decisions based on the valuable data.
    If you want to innovate and create viable and relevant value propositions, you should start to ‘look with your customers eyes’. More info and download of the poster: here!
Christof Zürn

Download:   CREATIVE COMPANION Fact sheet