Co-creation Toolkit: design a service beyond objects
By Xingyu(Sterra) Liu, Dide Sevinçok & Hanxiong(Hanx) Zhang
Second-hand shopping and donations are deeply ingrained in Swedish culture, influencing services like IKEA’s “Cirkulärbutiken” and local thrift stores. Inspired by how students trade furniture among communities, we aimed to delve deeper into the social, cultural, and emotional dynamics driving these behaviours, particularly focusing on students as the primary users of potential service.
We tried out various service design methods with people. The final deliverable is this online service design toolkit with rich visualizations we made for our topic. You can visit the website here:
What we did
We conducted on-site visits and active interviews at IKEA and hosted workshops to communicate with students by reenacting the scenarios we discovered. The experience of different perspectives brings insights not only to us but also to the students invited to interview. Based on second-hand furniture culture in Umeå, we also quickly discovered that the cultural attributes of furniture transcend product functions when they are transferred among students. New students coming to Umeå will meet friends and get life guidance through furniture exchange.
And this is the underlying cultural goldmine that drives students to continually exchange furniture throughout the cycle of coming and leaving.
Introducing: Toolkit that helps to expand in scope and depth
This toolkit demonstrates how we explore genuine needs and potential touchpoints, starting from a tangible existing service and gradually expanding in scope and depth.
Here are quick description of the methods of the three-phase:
1. Share your first night in Umeå
We used creative materials and images to express not only transportation, furniture but also feelings, defining the weather, etc. In our workshop Sterra, as facilitator, shared her first night in Umeå; then, our participants made collages of theirs. There were many stories to tell while the collage was being made. And emotions are evoked with our materials. Stories are beyond objects.
We also created the tokens with questions to evoke more stories in the stories. Having dived deeper into each experience, we are ready to generate ideas.
2. What If?
Participants are asked to choose a story from one group member. As facilitators, we stepped back and let the discussion flourish after the story-sharing session.
The next step is to alternate the selected story with ‘What If?’ questions. This is when the physical and emotional needs are revealed and taken down.
3. One-shot video
Participants used three-part set up with the backdrop images to create their speculative story. One important step is that: We shared popcorn while watching the one-shot video. It’s good to always lighten the atmosphere in this way.
3.1. Create a slogan for the service — ‘A friendly welcome to UID’
The final concept of our participants was: A hostel in UID for newcomers and the storage unit with the stuff from goers for circularity beyond objects. Such a final concept revealed many physical and emotional needs that participants considered important and needed to be cared for. What’s more important is that everyone is satisfied and proud when ending the workshop.
Reflections
This course serves as both an exploration of service design methods and an examination of the role of designers within service design projects.
Upon delving into the concept of participatory design, the relationship between designers and diverse stakeholders becomes clarified. Instead of operating in isolation and merely exchanging inquiries, we evolve into a cohesive team, united by shared experiences and mutual engagement.
As guides for facilitating co-creation workshops, it’s vital to remember that our primary role isn’t just about achieving specific outcomes like generating ideas or insights. Rather, it’s about nurturing a supportive environment where participants feel empowered to contribute. Offer gentle guidance and suggestions rather than directives, helping participants navigate the process smoothly. Ensuring they feel grounded and well-informed, providing clear direction and indicating the next steps in their collaborative journey is enough to keep participants inspired by the memories.
