BackgroundAfter I ran the Riyadh Junior Service Jam, I started to believe that there's more that kids could do with service design. They're really amazing when you think about how ready they're. I decided to run another version with my kids. In the beginning it was planned to be a split image of the other activity but may be with longer duration. Once we started to plan the activity area, the game theme started to emerge and the idea to transform the entire thing into one game started to be clearer. This activity also happened in the comfort of our home. The adults participating have seen the photos from the jam but the kids were more taken by the coloring pencils, sticky notes and the preparation taking place.
I started to design the game storyline and the needed physical evidences and handed them to participants to create. So you can say we started practicing design before we even start the design activity.Following are some photos of the early preparation activities.
|WARNING! SD ACTION IS ON ...|
SD HEROES are on a mission, be around at your own risk !!
The game is based on a set of objectives to fulfill a specific
mission. A friend of each hero has escaped due to a bad experience he
had. Each hero's role is to bring his friend back. In order to fulfill
this mission, each hero has to achieve the following mission objectives:
- Find the scene of the accident. Where was your friend when he escaped?
- Draw a sketch of your friend. Who's your friend? And why did he escape?
- Know more information about the problem of your friend and people like him.
- Change that place to make it better for your friend.
- Craft a great message to tell your friend about the change.
- Prove to your friend that this change is guaranteed and will always be there.
|COMMAND CENTER is being built|
OutlineMapped to the above-highlighted storyline is the activity outline. Unlike Riyadh Junior Jam, we made the choice of the service concept to work on a part of the activity rather than a choice of the participant. We also had more room to do primitive customer research. Again, it was all embedded in the game. This time the kids were explicitly playing a game and not aware of anything called service design. Following are 6 steps mapped to the 6 games objectives:
- Define the service domain
- Draw the customer persona
- Conduct further customer research for more insights
- Draw a customer journey of the new concept
- Visualize the new concept
- Design the business model to sustain the business and crystallize value creation & capture.
Unlike the Riyadh Junior Jam, this activity was full of collaboration as each hero was involved in achieving the objectives of other heroes as we'll see. This collaboration made the game very engaging.
AudienceSO we had 5 kids and 2 adults. The first objective that was posted in the command center was about telling us about your name and mascot/avatar as you see here:
|SDHeroes had to start by picking a name and avatar|
|Khaled (10 y.o.), Dragon|
|Abdullah (7 y.o.), Blue Ranger|
|Blue Ranger's Avatar|
|Arwa (5 y.o.), Dora|
|Abdul-Malik (5 y.o.), Iron Man|
|Iron man's Avatar|
Finding the Accident Scene (Defining the Service Domain)
Once clues are properly placed, we announce the objective and SDHeroes would head to the COMMAND CENTER to know the objective and take their clues as you see here:
Following are some photos of the action of this very engaging mission objective.
It reads as (from left): "Your friend is at the school", "Your friend is at the Smouha Sports club", "Hospital","The place where your friend got lost is the Smouha Course (Training Center)", "Bank", "Your friend got lost in the mosque"
Once they all knew about where to start, they were all ready to move to the next objective; knowing more information about their friends enough to draw them.
2. Draw a Sketch of Your Friend (Persona Development)
Iron Man giving his testimony to Dora on her friend at school Dora is sketching accordingly Blue Ranger is interviewing Super on Mr. Saeed on was at the bank Blue Ranger is refining his persona Here it's Dragon is giving details to Mars on the course her friend was attending He's also noting down Dora's inputs for his persona Further developing
Mars's persona with her 5 kids and 1 of them is handicapped Super's persona of an obese lady who slipped while doing exercise and people laughed at her!
3. Know More Information About Your Friend's Problem & People Like Him (Customer Research)So we were starting out first activity with our SDHeroes here fueling as you see.
Some SDBabies are spotted as well :)
Blue Ranger giving his inputs to young Dora
4. Make It Better For Your Friend (Customer Journey of the New Concept)At that point SDHeroes started ideating new concepts to solve the problems and to provide a better experience. The bank case was an example where the hero was not able to design a new journey without capturing the existing one in details. This happened due to the service domain being one that they don't interact with in their daily life. It took more time to develop the knowledge of this business and he was ready to move on. Again, this kind of learning is one that we as adult designers have to do all the time. It's rare that you come to a service domain and you find that you already know the business details, you all the time have to do this learning.
When continuing this weekend, I'll help them further enrich this part of the game to come with better outcomes.
We've done visualization of only one concept, so in this weekend's activity we'll also do that. We'll finish by designing the business model.I'll then share all the lessons learned with you.
"Kids are full-time service designers and we were so when we were young. We used to imagine things that are not there, prototype them, act accordingly, enhance them, act them, we were never laughed at when we used a stick as horse or a cup as a mic or phone. You act as if you're giving money and your friend would take it from you and put it in his pocket right away. We used to tell each other stories that never happened and we build on eachother's. We always made things that looked like things and origamis were a big competency that helped us own what we don't have. Probably all we needed was to be able to understand and more sophisticated knowledge of the world around us and the complexity it brings. Don't you think kids are easier to turn into service designers than design students?"Stay tuned for more game updates. Until then I would like to read your insights and what you think about it.