http://www.nathanlucy.com/blog daily 0.75 2018-04-29 http://www.nathanlucy.com/blog/freelancing-like-a-grown-up monthly 0.5 2016-10-17 http://www.nathanlucy.com/blog/design-thinking-human-centered-approaches-to-making-the-world monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/55c246d0e4b0a390257bdca8/1438795473990/ Blog - Design Thinking: Human-Centered Approaches to Making the World On an immersive research sortie into the alternative transportation experience for this summer's course, I faced the challenge of repairing my road bike while riding the Metro. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/55c246e5e4b0a390257bdd38/1438795495894/ Blog - Design Thinking: Human-Centered Approaches to Making the World Nobody said design thinking was easy. Getting this wire out of my gears sure wasn't. http://www.nathanlucy.com/blog/2014/6/23/upgrading-the-editing-machine monthly 0.5 2016-10-13 http://www.nathanlucy.com/blog/2014/9/6/storytelling-microtalk-igda-st-louis-july-2014 monthly 0.5 2016-10-17 http://www.nathanlucy.com/blog/2014/10/4/pencil monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbbe1e4b0efa3e1df3587/1412414435807/ Blog - Pencil Design Process Video Three lovely finished pencils. The hand feel of these guys is very comfortable. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbbcae4b0efa3e1df357d/1412414412087/Pencil+Design+-+Draft+6+demo.jpg Blog - Pencil Design Process Video #Meta. Drawing a pencil with the new pencil. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/57f3a9c237c581cdcbe837a6/1475586503259/ Blog - Pencil Design Process Video Ideation sketches https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbafbe4b02c2961b21110/1412414205335/ Blog - Pencil Design Process Video Build-in https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbb4ce4b05ecd2dfca8f3/1412414287359/ Blog - Pencil Design Process Video The point of failure in the foam pencil. This happened over and over again. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbb25e4b02c2961b21141/1412414255083/ Blog - Pencil Design Process Video Credits https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbb5ae4b05ecd2dfca8fb/1412414301484/ Blog - Pencil Design Process Video They didn't actually have a clay prototype to film, but we made sure to include it in the story. Simply writing out and striking through its name was enough to illustrate. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbbf2e4b0efa3e1df35a1/1412414453908/ Blog - Pencil Design Process Video I wanted the shot to have depth in spite of facing a 2-D surface, so I occasionally asked the students to raise what they were holding halfway to the camera. The effect is engaging. It's like they're inviting you to take a closer look. Check out the detail in the newsprint here. I think it's a comic strip. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbb36e4b02c2961b21152/1412414264700/ Blog - Pencil Design Process Video Close-up of the foam and wire construction https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbb6ce4b05ecd2dfca905/1412414318206/ Blog - Pencil Design Process Video Getting started on the Post-Dispatch https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbbbde4b0efa3e1df3576/1412414398836/ Blog - Pencil Design Process Video Wrapping the paper around the graphite https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/542fbb16e4b02c2961b21125/1412414233431/ Blog - Pencil Design Process Video "Sharpening" works by peeling away the paper. http://www.nathanlucy.com/blog/2014/9/1/diagramming-action-in-stories-the-actantial-model monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5404909ae4b04c639f437d9e/1409585307292/Actantial+Story+Model.png Blog - Diagramming Action in Stories: The Actantial Model http://www.nathanlucy.com/blog/2014/8/13/cognition-levels monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/53ec2406e4b0b5ada38921f1/1407984658526/ Blog - Cognition Levels Diagram http://www.nathanlucy.com/blog/2014/6/28/how-to-make-a-video-resum monthly 0.5 2016-10-13 http://www.nathanlucy.com/blog/2014/7/9/goodbyes monthly 0.5 2016-10-13 http://www.nathanlucy.com/blog/2014/5/28/color-grading-tools-for-lightroom monthly 0.5 2016-10-13 http://www.nathanlucy.com/blog/2014/8/9/time-energy-contexts-in-omnifocus monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/53e6f955e4b00effbcfaf984/1407646037806/ Blog - Time & Energy Diagram: Contexts in OmniFocus Who needs this much detail? A courier might, but not me. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/53e6e187e4b03dceff7b4fc8/1407639948829/Sven%27s+Contexts+by+Nathan+Lucy.png Blog - Time & Energy Diagram: Contexts in OmniFocus Version updated with Sven's feedback. http://www.nathanlucy.com/blog/2014/9/1/illustrating-a-conjecture-regarding-iphone-screen-sizes monthly 0.5 2016-10-17 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5404c5ffe4b0a8b3682b0247/1409598985301/ Blog - Illustrating a Conjecture Regarding iPhone Screen Sizes http://www.nathanlucy.com/blog/2014/9/29/measuring-voiceover-length-in-tweets monthly 0.5 2016-10-17 http://www.nathanlucy.com/blog/2014/12/11/helping-solve-a-big-big-problem monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5489d4fbe4b02a2469603f7f/1418319100171/open-ideo-logo-4 Blog - Helping Solve a Big, Big Problem https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5489cdabe4b056c6b0441216/1418317232348/kevin-empathy-map Blog - Helping Solve a Big, Big Problem Here's the empathy map I created to distill insights on the interview. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5489ce69e4b0196c286d04db/1418317419503/ Blog - Helping Solve a Big, Big Problem Better Life's manufacturing plant is powered by a 50 kW solar system installed on the rooftops of their North St. Louis manufacturing plant. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5489cd20e4b056c6b0440f5b/1418317090059/kevin-and-the-arch Blog - Helping Solve a Big, Big Problem Kevin Tibbs, Better Life's co-founder and "mad skilled scientist", stands on the rooftop of the manufacturing plant in St. Louis. http://www.nathanlucy.com/blog/a-shopping-list-for-facilitators monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/55355340e4b032f7dde27192/1429558086555/ Blog - A Shopping List for Facilitators My design thinking cohort, Beautiful Nerds, synthesizing our insights from user interviews. The Beautiful Nerds are Shikha, Victoria, Jason, and me (left to right) and Ismail (not pictured). Photo by Lindy Drew. http://www.nathanlucy.com/blog/human-centered-design-for-social-entrepreneurs monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/558b3c6ee4b0d8787dde54e3/1435188383707/Research+Case+Study+%5BSocial+Entrepreneurs%5D+-+Presentation.jpg Blog - Human-Centered Design for Social Entrepreneurs http://www.nathanlucy.com/blog/service-design-global-conference-2015-reflections monthly 0.5 2016-10-17 http://www.nathanlucy.com/blog/what-is-design-thinking monthly 0.5 2016-10-13 http://www.nathanlucy.com/blog/jessica-tungesvik-service-design-intern monthly 0.5 2016-10-17 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/56f75b5845bf216ba3b976ae/1459051365110/ Blog - Jessica Tungesvik, Service Design Intern Afterwards, we realized her framework was a tried and true design research tool. It worked great for us! https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/56f75835ac962c84751fc66f/1459050559674/ Blog - Jessica Tungesvik, Service Design Intern Jess helped rock the service blueprint draft you see behind her. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/56f759841bbee011fb4ab097/1459050967141/ Blog - Jessica Tungesvik, Service Design Intern On her first day, I didn't have anywhere for her to sit in my home studio. So she designed this desk, and we spent the morning building it in my workshop. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/56f75b1645bf216ba3b9758e/1459051297668/ Blog - Jessica Tungesvik, Service Design Intern Jess intuitively came up with a framework for comparing the people we'd interviewed. http://www.nathanlucy.com/blog/chadstone-motors monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffba833e00bec47b6a0240/57ffba933e00bec47b6a0324/1476377245591/Yelp+Storyboard+-+Chadstone+Motors_06.jpg Blog - Storyboard: Chadstone Motors - I didn't even have to get out to pay. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffba833e00bec47b6a0240/57ffba923e00bec47b6a0321/1476377252202/Yelp+Storyboard+-+Chadstone+Motors_05.jpg Blog - Storyboard: Chadstone Motors - He even cleaned my windshield. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffba833e00bec47b6a0240/57ffba92cd0f686af92ab95f/1476377258738/Yelp+Storyboard+-+Chadstone+Motors_04.jpg Blog - Storyboard: Chadstone Motors - To my surprise, an attendant pumped my fuel for me! https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffba833e00bec47b6a0240/57ffba92cd0f686af92ab931/1476377270904/Yelp+Storyboard+-+Chadstone+Motors_02.jpg Blog - Storyboard: Chadstone Motors - ...when I realized I was nearly out of fuel. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffba833e00bec47b6a0240/57ffba923e00bec47b6a031a/1476377264278/Yelp+Storyboard+-+Chadstone+Motors_03.jpg Blog - Storyboard: Chadstone Motors - I pulled up to an old-timey fuel station. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffba833e00bec47b6a0240/57ffba83e6f2e1a3ef823ef5/1476377275654/Yelp+Storyboard+-+Chadstone+Motors_01.jpg Blog - Storyboard: Chadstone Motors - I was driving my car... http://www.nathanlucy.com/blog/better-health-bakery monthly 0.5 2016-10-13 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffb7b7ebbd1a691193fb0b/57ffb86e440243be9f273fc5/1476376694110/BHB_005.jpg Blog - Storyboard: Better Health Bakery - I'm happy working here. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffb7b7ebbd1a691193fb0b/57ffb7b85016e106faeaec75/1476376609299/BHB_004.jpg Blog - Storyboard: Better Health Bakery - People love our bread. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffb7b7ebbd1a691193fb0b/57ffb7b85016e106faeaec71/1476376601401/BHB_003.jpg Blog - Storyboard: Better Health Bakery - I learned to make dough and bake really good bread. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffb7b7ebbd1a691193fb0b/57ffb7b715d5db0c03b609e1/1476376554999/BHB_001.jpg Blog - Storyboard: Better Health Bakery - It's hard for me to find work, because I'm recovering from mental ill health. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/57ffb7b7ebbd1a691193fb0b/57ffb7b7e3df28f75af1ca22/1476376589954/BHB_002.jpg Blog - Storyboard: Better Health Bakery - But Better Health Bakery hired me. http://www.nathanlucy.com/blog/montessori-promotional-video monthly 0.5 2016-10-13 http://www.nathanlucy.com/blog/useful-service-design-resources monthly 0.5 2016-10-17 http://www.nathanlucy.com/blog/dumbarton-oaks-park-a-slender-country-finger monthly 0.5 2018-04-29 https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5ae53a53aa4a99e142f60169/1524972146699/Dumbarton+Oaks+Park+1.jpg Blog - Dumbarton Oaks Park: A Slender Country Finger The descent into Dumbarton Oaks Park from Georgetown https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5ae53abf0e2e72dfd9f70c26/1524973188062/Dumbarton+Oaks+Park+2 Blog - Dumbarton Oaks Park: A Slender Country Finger One path follows the stream through the woods. 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chart A completed chart https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876ed31e58c62f47e11133b/5876ed3b8419c24f67f75f31/1484189462015/Mapping+-+Andrew+G.png Work - Thinking of who he'd call for help Thinking of who he'd call for help https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876ed31e58c62f47e11133b/5876ed3a579fb3c2eac97c70/1484189456975/Mapping+-+Empty.jpg Work - A blank chart A blank chart https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876ed31e58c62f47e11133b/5876ed31cd0f68c658793e78/1484189452257/Mapping+-+Ideas.png Work - Concept development Concept development https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876ef8203596ef4262be3ab/1484189614759/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876efc320099e396ba18642/1484189689830/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876f1275016e15c3137b642/1484190012513/Kaveh+at+Blank+Space+-+0008.JPG Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876ebcce58c62f47e1101e5/1484188642637/ Work Jason (left) interviews Kaveh (right), proprietor of Blank Space, a café and gallery with a mission to provide employment for neighborhood residents. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876f31ca5790a29d2af50b1/1484190514761/ Work My team, the "Beautiful Nerds" https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876f60403596ef4262c30b8/1484191246483/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58782f09725e25cd7a5eee41/58782f14db29d641c193505a/1484271518763/Acee%27s+Reflective+Windows+-+2.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58782f09725e25cd7a5eee41/58782f11a5790a5a62c2690e/1484271381265/Acee%27s+Reflective+Windows+-+1+%281%29.jpg Work 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https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58782ffe29687f928d2ee99a/1484271619978/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5bb119fe4192022ca7c5c461/1538333234380/CMS+Nursing+Home+Journey+2018.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5bb10fb915fcc09a98394e3f/1538330580688/CMS+logo.png Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c5758934785d36b230a2fe0/1549228183057/causal+loop.JPG Work Tracing feedback loops: interconnected causes and effects https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c5758a5b208fc0b89aa99fc/1549228202607/IMG_2995+copy.JPG Work Visualizing insights along the way https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c574bea4e17b67492f19fb1/1549324726460/ecosystem.png Work An ecosystem map visualizing the complexity of the whole reporting ecosystem https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c574e7de5e5f07d5d2d748d/1549225629871/Chelsea%2C+Liz+-+Quality+-+1.jpg Work We asked participants to explain important artifacts in their environment. This hospital recently mapped out all the people and processes involved in reporting quality measures regulators. It is an enormous operation for an independent community hospital. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c574cd44785d36b2309a104/1549324913593/journey Work Journey maps explaining burdens at different stages in regulatory processes https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c574b2b7817f790cc0bcc9e/1549224758915/Jasmine+-+Compliance+-+7.JPG Work Participants explained their journey using an activity to help understand their experiences with regulatory processes. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c5761170d92978c05c02c3d/1549324971265/solar+system Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c5756d8085229a138b70581/1549324931798/ Work Descriptive value web of hospitals’ relationships with regulators and other external entities https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c57543fc83025d1e84e68c0/1549324958433/stats+pie+only.png Work To gain the on-the-ground perspective, we interviewed 151 customers at seven hospitals ranging from a 25-bed rural hospital to a 400-bed teaching hospital. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c575873c83025d1e84e969e/1549228147854/Hospital+Syntheis+Session+2.jpg Work Engaging the client and inviting them to “roll up their sleeves and get their hands dirty in data” https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c5760d3419202e8ac227030/1549324976901/leaky+bucket Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c576134e5e5f07d5d2e480e/1549324984606/feeling+the+burden Work I divergently sketched metaphors to help the team explore and identify requirements for this visualization. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c574d46652dead327864435/1549324906486/story Work Stories highlighting common customer burdens as told in their own words https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c5764b9e4966b0b81e18bbb/1549326771124/appeals Work Research artifacts like this journey worksheet directly informed these stories. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5c57501be2c483c7b07ca0c3/1549226036536/sepsis+flow+chart Work We wanted to understand how well oversight integrated with care delivery. In some cases, CMS evaluates the process of treatment, not just the outcome. This is a job an Emergency Department aide on when and how to document diagnosis and treatment of sepsis—while simultaneously caring for the patient with this fast-moving, life-threatening condition. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5878211ce6f2e1f7b57f55b0/1484267873218/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877ce87e6f2e12527c318fd/1484246672211/IMG_1759.jpg Work After reviewing the professional woodworking literature, I chose a strong AB bleach. Part A is sodium hydroxide and part B is hydrogen peroxide. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877d4d946c3c4ee22006837/1484248435426/2016-11-18+-+Coffee+Table+%28Box+Frame%2C+Pickled+Cherry%29.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877a43ae4fcb546cb60804d/1484235890189/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877cf0fb8a79ba2a06f1ad0/1484247490160/IMG_1803.jpg Work Staging tools and supplies https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877cf2d414fb5731505d3c6/1484246838081/IMG_1931.jpg Work The contrast between the original wood (foreground) and the bleached wood (background) shows the bleach's powerful effect. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877d550e58c62601c97f65a/1484248430099/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877d5089de4bb4d5836ccdf/1484248441386/2016-11-18+-+Coffee+Table+%28Box+Frame%2C+Pickled+Cherry%29-31.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877cb9acd0f6830800cb399/1484245986502/IMG_1468.jpg Work Planing https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877cbbcf7e0aba7689624c9/1484245972285/IMG_1503.jpg Work 18 clamps secure the tabletop while the glue dries. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877cbaf44024397c1332c79/1484245981953/IMG_1501.jpg Work Gluing https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877d1da44024397c1339438/1484247549439/IMG_1802.jpg Work Before treating the table top, I tested the bleach on scraps. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5877a3f4440243451f427930/1484235783995/ Work Prototype table Also pictured: I taped off the dimensions of the rug sizes we were considering, helping us choose confidently. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5877a67c6a496336c35c68d6/5877c959e58c62601c972bb2/1484245364696/Welding.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5877d46746c3c4ee220060a8/5877d47286e6c00f05f63adb/1484248214078/IMG_1927.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5877d46746c3c4ee220060a8/5877d4682e69cfbda162d783/1484248180082/IMG_1925+spot+check.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5877d46746c3c4ee220060a8/5877d468b3db2b9296151044/1484248190732/IMG_1924.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/587813e11b631b3e38f57ffa/1484264478218/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58781915ff7c50cc9e1f172a/1484265759303/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58781b31725e25cd7a5df31f/1484266309931/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58781b176a4963fee2db7682/1484266269540/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58781f09d2b857a25ac08e45/1484267309478/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58767aaa46c3c45b23bb2ccb/1484159670581/Kelly+O+-+003.jpg Work Card sort activity https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58767206e4fcb53e68853fe5/1484157451792/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d34d197aea0e71327b04/1484182356408/ Work Creative Strategy by Conor B. Lewis Graphic Design by Sergey Myshkovskiy https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876cad3ebbd1a9d059b853a/1484180446269/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d249c534a514869f117b/1484182105209/ Work Mockup (PDF) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d3e0ebbd1a9d059c0378/1484182995650/ Work Graphic Design by Conor B. Lewis https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d60129687f6027cbf7f5/1484183056878/ Work Creative Strategy by Conor B. Lewis Graphic Design by Sergey Myshkovskiy https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58768adfc534a5e7e2bb2646/1484163828598/ Work She diagrams her experience chronologically. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58768db4e6f2e1b3ddbb31de/58768fda37c581c2c0736f30/1484165194628/HH+Photo+-+47.jpg Work Paperwork can multiply quickly for homeowners with complex situations. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58768db4e6f2e1b3ddbb31de/58768df46b8f5bdeb6e7c143/1484164876132/RW+Usability+Session+-+Cooper+%26+Leah+-+011.jpg Work One homeowner showed us this sticker on their HVAC unit. To him, it signifies reliability, an important factor in selecting a service provider. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58768db4e6f2e1b3ddbb31de/58768dd059cc688e12944043/1484164953890/Roof+Wrangler+Interview+02++-+002.jpg Work This couple was in the process of disputing their insurance claim. They provided a wealth of information on what happens when parties disagree. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58768db4e6f2e1b3ddbb31de/58768db42994ca323c1d8740/1484164538618/RW+Usability+Session+-+Cooper+%26+Leah+-+019.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876bfdfe58c62f47e0eb929/1484177718872/ Work I developed this final version of the chosen persona. (PDF) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d3c6d2b8576b18d1a697/1484182474958/ Work Graphic Design by Conor B. Lewis https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58768945a5790aaa10975887/1484181094113/Saddlebag+-+scrambled+address+%28dragged%29.jpg Work Sample page from the original prototype (PDF) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d755bf629a162383f151/1484183389322/ Work Hail storm data visualized by a 3rd party https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876768a3a0411deadd40f51/1484158618788/ Work The original name and visual identity https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876b87d893fc01310981488/1484176918231/Personas.png Work Graphic Design by Jessica Tungesvik https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58767c9d59cc6888b4fd35ed/58767f1f579fb3ba209bba43/1484160918592/Saddlebag+Testing+-+Flowchart.jpg Work One participant thoroughly critiqued this page of the prototype report, which explains the home restoration process. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58767c9d59cc6888b4fd35ed/58767ca9e3df289e722c79de/1484160770937/RW+Usability+Session+-+Cooper+%26+Leah+-+050.jpg Work He suggests clarifications to the wording. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58767c9d59cc6888b4fd35ed/58767ca886e6c0df08faad37/1484160658079/RW+Usability+Session+-+Cooper+%26+Leah+-+044.jpg Work Spontaneous co-design: This homeowner re-arranges the prototype to make it more usable. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58767c9d59cc6888b4fd35ed/58767c9ed482e90654e664bd/1484160576482/RW+Usability+Session+-+Cooper+%26+Leah+-+043.jpg Work She feels overwhelmed by long and technical report with unfamiliar and inconsistent formatting. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/58767c9d59cc6888b4fd35ed/58767c9e1b10e328681bc9c0/1484160414563/HH+Photo+-+133.jpg Work A homeowner reviews the prototype. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876c7621e5b6c7bb74b4ef0/1484179311920/ Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876c84ee58c62f47e0f308b/5876c869414fb5fcb1c2ce1d/1484179730698/HH+Photo+-+97.jpg Work Idea selection https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876c84ee58c62f47e0f308b/5876c864440243451f3a8fc3/1484698223242/Hail+Hero+Sprint+-+4+Thursday+%28MV%29+-+3.jpg Work Working on a mockup to test with users. (Photo by Martha Valenta) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876c84ee58c62f47e0f308b/5876c8559f74561d8c5b8bd4/1484698210030/Hail+Hero+Sprint+-+2+Tuesday+%28MV%29+-+23.jpg Work We fueled our ideation with inspiration from other websites. (Photo by Martha Valenta) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876c84ee58c62f47e0f308b/5876c84f6b8f5bdeb6eba899/1484699423641/Hail+Hero+Sprint+-+2+Tuesday+%28NL%29+-+13.jpg Work Mapping the customer journey helped the team focus on a key point of failure: reaching new customers. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876c5cbe58c62f47e0f0b37/1484179018480/ Work The final blueprint (PDF) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d17b20099e396ba001ea/1484182255018/ Work Final (site) https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/58768b88893fc0131094e44b/1484163984440/ Work After the research session, we photographed the steps and grouped them into stages. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876952103596ef426266d73/58769521b8a79b37023340af/1484597276520/RW+Behavioral+and+Demographic+Variable+Mapping+for+Personas+-+3.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876952103596ef426266d73/58769521d2b8576b18cd9c89/1484597269694/RW+Behavioral+and+Demographic+Variable+Mapping+for+Personas+-+2.jpg Work https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/t/5876d71a15d5dbddbdad42cf/1484183351246/Ads+for+HH.png Work We tested several ad copy variants. https://static1.squarespace.com/static/52755df4e4b0ca19be792d1d/5876c2e037c581c2c076f1b1/5876c4d0579fb3c2eac764cc/1484179184118/Hail+Hero+Service+Blueprint+V21+crop.jpg Work Section of the final service blueprint. 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