my process.

My final year project was initially based upon my fascination for "philology". This can be described as an an affinity towards the learning of the backgrounds as well as the current usages of spoken or written methods of communication.

Establishing this foundation extremely early on in the process was undoubtedly an invaluable aspect to the launch of my initial project phase. Having a clear perspective enabled me to entitle my project: Douceurs. I feel the project title has been a large contributor to the success of the project as it created a context for me to work within and played a large part in the branding. It was important to me for the name to subtly inform people, as Richard Seymour states:

"The name very important – it must tell you what it is. What is with the word digital? and the word p.d.a? They sound pathetic!"Richard Seymour.

My investigation phase was full of rigor and the initial notion towards philology quickly refined itself further. This led to me exploring the history, charm and value associated with past communication systems, focusing on hand writing, letter writing and the postal service. These domains, as well as many other related areas, were thoroughly studied and researched. Comparing these areas with current communication methods, such as email and text messages, was also explored with equal enthusiasm.

I made a decision at the beginning of my final project to truly capture my work through documentation. Firstly, to enable me to learn more about myself as young designer and my approach to different stages of the design process. As well as enabling regular, easier personal reflection.

The main technique used was blogging, an approach I was unfamiliar with at the outset of this project. I set my blog up to act as a canvas for Douceurs; documenting my daily progress and telling the story of Douceurs from ideas to completion. This tool was critical when building my project website and making me aware of my progress.

I strived to experiment with different mediums and documentation techniques throughout the project. In particular, using video was a unfamiliar medium for me and unexpectedly became a consistent tool throughout my investigation phase. It allowed to me to draw research experiments together in a consistent and engaging manner.

Working with people has most definitely been the key grounding for this project. From the very outset I worked extensively with a wide range of people. I also encouraged maximum participation from myself - for example : I set myself the task of posting myself a letter every day, I also typed up all my personal emails on a typewriter. These ventures led to me genuinely understanding the area I was delving into.

The outcome of my investigation was a vast amount of research - some the result of lengthy mini-projects and others short and structured. I aimed to take ownerships of techniques and adapt them to suit the people I was involving and the area I was tackling. Initially, I had suspected this approach would ultimately lead to me moving away from typical needs to designing for an unusual need, which I believe became reality as the project progressed.

"Designers would need to become like authors, drawing from the fringes of material culture, where products and services satisfy difficult and unusual needs" Dunne and Raby

To give a brief example of the people I worked with through each stage – archivists, story tellers, poets and service designers. My investigation was extremely thorough and I am confident that my research skills enabled me to excel in this area. Many techniques were adopted ; the creation of cultural probes was particularly successful - they provided me with an inspirational insight into peoples lifestyles. The experience prototype I created: 'free typing service' in St. Andrews was also insightful.

"The cultural probes you have created are beautiful, they really communicate the point you are trying to make."Rory Hamilton

However, it is crucial to note that I now realise I required a more controlled way of revisiting the rich information I gathered whilst researching. This would have allowed me to refine the information better, and would have benefited the kick-start of the development phase.

The business element to my project was always at the forefront of my mind in order to provide my work with validity. On reflection I believe the way I approached manifesting my business case and a backdrop of information to support my business ideas, highlights my ability to conduct and manage qualitative as well as quantitative research. However, as service design is still evolving and because my concept is very long term, this was a challenge. I am glad I began delving into the business case very early on as this helped me develop a project identity, I strived to create branding that was consistent and coherent. I enjoyed creating a new value by not designing around demographics and statistics, but focusing on peoples characteristics and interests.

The investigation phase of the project was really exciting and I genuinely loved finding out and learning, setting objectives, discovering latent and conscious needs,exploring possibilities. exploring motivations and contexts. Furthermore, investigating the business, and the technical domain requirements was a rewarding challenge as I investigated technical areas I had never imagined I would be capable of. I experimented with a range of mechanical and electronic components as well as processing, which was challenging but I am proud of myself for achieving what I did with such little experience.

In the early stages of development, thinking and understanding were still crucial. At this stage it was time to give my findings strategic direction. I could have gone through this transition quicker and more efficiently, I found it challenging to turn complex data into insights. After realising this I quickly proposed a purpose for the research that had gone before and set myself guidelines and direction for the development phase: "to enable the user to transfer hand writing from one location to another."

With this in mind, many concepts were generated. Looking back, the statement above could have been perhaps more carefully crafted - focusing on a poetic moment intertwining with daily life.

I wanted to use the advantages of digital technology combined with the feeling and freedom of analog writing. I had to decide if I wanted to use technology with existing media, to digitise the old, or bring a new quality to the new...this was a difficult decision and regretfully I do not think I reached a concrete conclusion on what I was trying to achieve through a technical medium.

All ideas were product based, some were conceptual and others contained the technology I had explored in my investigation phase. The ideas that encouraged the best response were very technical and I felt they did not capture the 'simplicity' and 'quality' associated with writing letters that I wanted to embrace.

It would have more beneficial for the progression of the project if I had decided on my final concept earlier. However, my hesitation to finalise on any of my initial concepts was due to my determination to find the solution to the difficult task I had set myself, and I did not feel any of my ideas adequately met the expectations of my research. To get around this I found myself thinking too much, when more 'doing' was required. I arranged random idea sessions which on reflection, should have been idea generation focused on insight. Contact with experts also reinforced my thoughts that my ideas were not providing the solution I wanted.

“I empathise with your project, and I am glad to see you are pursuing this space as there is a lot of room for improvement” Hayes Raffle,interaction designer.

Despite my passion for and interest for design of services, I was reluctant to evolve my thinking towards Service Design as I was apprehensive about how well service concepts lend themselves towards tangible technology as well as tangible products. Of course, the design of a tangible product is compulsory to comply with the course philosophy as well as to prove my skills as a product designer. The thought of taking on the design of a service, touchpoints and a tangible product seemed a little overwhelming!

Nevertheless, as a result of encouragement from several tutors I dedicated a whole day to creating service concepts.

"Imagine you are designing a service for a company that already exists." Graham Pullin

Within minutes of tackling this, service ideas were flowing and I was finally beginning to imagine what I could create to provide people with the 'value and sentiment' my research had uncovered. I generated ideas to work with current service providers Orange and the Royal Mail. The Royal Mail immediately dominated my ideas, as this established company had been the focus of my business plan.

It was this activity that led to me coming up with a final concept very quickly. A concept that I felt encompassed all the values my research had identified:

"A service enabling people to write letters to their futureself."

For the past two years, I have been intensely interested in the evolving field of service design. I believe that the intangible world of service design is a landscape that presents an opportunity to push the boundaries of conventional design. I regret not generating service concepts earlier as I feel finalising my concept at the stage I did, slowed down my development.

"Service Design still has no identity and no language." Jonathan Ives.

I immediately began conducting the service in small time scale - people wrote letters and I then posted them back three/four weeks later. This was really successful in terms of prototyping the service experience early on. Considering the nature of my concept I feel I should have adopted a more sophisticated agenda for imaging the future. Although, this slant to my concept did enable me to explore fascinating areas ;very futuristic and conceptual. I took Richard Seymour's advice to:

"Look at how people are adapting for the future now - learn to look properly." Richard Seymour

One of the main hurdles for me, due to the reality that services manifest themselves differently from products, were aspects such as how to prototype services and how to make the intangible tangible. My skills relating to visuals, communication, photography, video, and website making have most definitely progressed. I do feel my skills regarding rough prototyping could have been stronger and could have used more often.

As my concept evolved it seemed there was no obvious need or desire for technology, as the technologies I proposed to explore seemed to add little value to the experience itself. This was unfortunate and it did dishearten me. However, the technologies my concept embrace are evident throughout various touchpoints;

The service website features a flash based clock that updates and informs the user how many years, months and days are left till letter delivery. In order to create a database for effective storage delivery of the letters for the future, with the help of an applied computing student I created a program using reacTIVision. I also created a future scenario involving a fingerprint system for website entry and letter delivery.

These technical aspects are not as embodied and clear as I would have initially hoped for. However, taking into account the nature of my service and Jon Rogers advice to "Keep it simple." I do feel I have learned alot and achieved a level of technical understanding I would once have thought out my depth. I am confident that the technology embedded in various touchpoints does add value to the service experience.

I would have rather had a more complex tangible technology to be integrated into the service experience. However, I am happy with the range of biometrics I have explored and I have genuinely learned alot about the application for future biometrics, a field I had no knowledge in before this project. Creating scenarios regarding how these applications would be applied to the customer journey; receiving the letter, signing into the website etc. was a learning curve, looking back I would have liked to visually show these scenarios in a more complex manner.

As a result of my people centric project, I believe I have learnt tools that work and do not work when sensitively and critically assessing the needs of people. I have also learnt alot with regards to the realm of interaction design. This new knowledge about interactions between user and object was particularly insightful with regards to identifying key service 'moments'. Moments amidst interactions, relationships, experiences and the exchange of benefits.

"Process is more important than outcome. When the outcome drives the process we will only ever go to where we've already been. If process drives outcome we may not know where we’re going, but we will know we want to be there." Professor B. Young.

Due to my obsessive list-making and organisational skills (which is a light hearted criticism) and blogging I do feel I managed my time effectively.

I have learned how to conduct a project on my own - encouraging maximum input and participation. It has been a huge learning curve – requiring vast amounts of time, energy, effort and thinking. An aspect to my research which helped through the tougher times of the project is conversation. Conversation was a dominant part of my entire process, conversations with the stakeholders, with experts, with my peers and tutors informed my process from the outset.

I am a visual thinker and filling sketchbooks, mindmapping and illustrating were also crucial tools in managing my process effectively.

I am confident I have built upon existing communication skills and I believe my project tells a compelling story.

The design and crafting of touch points has encouraged me to delved into the semantics of graphics, an area which I have learnt alot from and realised I still have alot to learn. Looking back I should have embraced the crucial relationship between my concept and graphic design earlier than I did.

I have been highly motivated throughout my project and I think this is related to my strong personal belief in my concept. Despite being faced with many hurdles I was keen not to let my energy diminish which was challenging at times.

I am confident I was conscious of every designed outcome I created and tried my utmost to ensure the whole package fits together. I believe my video has a large part to play in telling the story of my service. Therefore, it was important to me to gain feedback on this aspect as well. I am confident the graphics, the video, website and final product enhance the focus and direction of the project.

“Beautifully poetic...a great atmospheric way into the subject – not too emotional, and definitely a clear proposition. A real joy to watch”Gill Wildman.

I have been very emotionally involved in the testing of the service, as I have been reading the letters people would potentially send via Douceurs. I have also written a few of my own letters to the future, which have been the ultimate 'test it yourself' challenge and really helped me understand the emotional journey of Douceurs' participants. I did not appreciate what an excellent response I would gain from placing an ad in the local newspaper for people to test my service at the final stages. This element in itself made the testing much richer as it was people I did not know, and they were all very enthusiastic about my idea. The intention is to encompass all finding from final testing in a document/book form.

The challenge was in making the contributions from participants tangible and communicating them in an articulate way.

The creation of the main touchpoint was very exciting. The journey from sketching an idea, discussing the idea with real designers and real manufacturers was a new experience for me and really made me think about the details of my design. I am pleased with my decision to outsource a manufacturing company as this has enabled me to have a highly polished finished model. Furthermore, it has enhanced my business case as I was able to discuss costings with the company in great detail.

Reading books, journals and paper such as The Victorian Internet, Writing of the Home and Objects of Desire, have been an invaluable tool throughout this process. I do feel the information I withdrew from these texts successfully informed my process.

My studio desk has played a part in my process as I believe it is very important to be mindful of the space you are working in. I tried to create a working environment, using the surfaces to build and document the story of my service. Hopefully, I contributed to the creation of a studio culture - an environment rich in ideas, experience and empathy Although, I do feel as a group we could have utilised the studio space more effectively.

I am a very curious person and this project has left me itching to learn more...

Each stage of the process required a different mind set, attitude, focus, and environment - this transition wasn't always easy for me. Perhaps, this is because I have a tendency to become very immersed in what I am working on and sometimes loose sight of the bigger picture. This is also related to my tendency to always be researching, I do not necessarily think this is a bad thing - I just need to learn how to manage continuous research more effectively. I now know I need to be slightly more 'relaxed' and flow from one stage to the next more readily.

This appraisal has been an excellent experience in itself as it has forced me to pick my process apart and truly reflect. I believe verbalising design is another act of design itself and this task of creating an appraisal, has proven that.