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p4 Introduction to prototyping
CONTENTS p6 Checklist
p8 The Process Diagram
p 26 PROTOTYPING PHASE 1
p 28 CREATE A SET OF PROTOTYPES
p 30 TEST PROTOTYPES
p 32 EVALUATE
p 34 PAUSE POINT 2
p 36 PROTOTYPING PHASE 2
p 38 LIVE PROTOTYPE PLANNING
p 40 ITERATE AS YOU PROTOTYPE
p 42 EVALUATE
p 44 PAUSE POINT 3
Prototyping also enables you to involve a wide range of stakeholders in the testing
process, providing a better understanding of how your ideas will work.
Compared to a pilot, prototyping is a low cost process and can be done within short to
medium timescales.
Prototyping also provides an iterative learning approach so ideas can develop as you
go along.
You should think about prototyping before you start thinking about piloting. Prototyping is
not an alternative to piloting. It helps you build a better specification for what a pilot might
be. It may even help you see that your idea isn't going to work and save you the time and
cost of a pilot.
5
THE
PROTOTYPING
PROCESS
This document is to help you to use a prototyping
approach in project and change work. It should be
useful for any organisation or individual with a new
untested idea.
Do the models
Does gathering and visuals
this information created
change or affect communicate my
my original ideas effectively?
opportunity? Test the
MAP prototypes Run small
PEOPLE with users live
AND prototype
PLACES
Create a
business
case.
Measure
Has your team the
got the right Choose Evaluate impact
skills, ?
location the Evaluate
tests and Iterate as
to test Do you service appropriate
understand how feedback impact
each element of
the service will
function?
Are there
changes that
can be made
PAUSE POINT 1 PAUSE POINT 2 and tested out PAUSE POINT 3
Proof of Concept Build for wider engagement along the way? Decision Making
DOING THE
GROUND WORK
Getting people and ideas ready to prototype
11
MAP
PEOPLE
AND
PLACES
BUILD Identify
OPPORTUNITIES
YOUR target Generate
IDENTIFIED
TEAM users Ideas
Choose
location
to test
12
IDENTIFY
OPPORTUNITY
Why? How?
Before you start a prototyping project Give yourself time to read through any
you must have identified an opportunity. previous research, and talk to any relevant
You need to be able to explain what you experts to make sure you fully understand
want to change, why you want to change the context of this opportunity.
it, and how it will benefit service users.
Better still if you can also identify what will You might want to turn the opportunity
be different as a result of the prototype. into a question or mission statement to
help you frame your work.
This will help you get the project off to
a good start and help shape the vision TOP TIP
and objectives for your project team.
Dont rush into prototyping before
you are ready. To make it work you
need a good solid starting point and
a clear vision for what you are
trying to achieve.
13
14
DOWNLOADABLE
TOOLS
How:
BUILD YOUR
TEAM Think about who needs to be involved from
all angles; service users, service deliverers, 1: WHO TO INVOLVE
experts, senior leaders.
1.1 TEAM PERSONA CARDS
Who has knowledge and expertise in the
subject?
Who are the commissioners or decision
1.2 ACTIVITY SHEET
makers who will be key to making your
idea happen? See Additional Resources on page 51
Building a team around Who will be using or delivering this idea in
the opportunity the future?
Who has the passion, creativity, and drive
to make this project a success?
Why:
Who should I prototype
It is important to build a strong and diverse with?
team around your opportunity, involving
people who can offer different and relevant
TOP TIP
Try to involve everyone who will be affected.
expertise.
Make sure you keep the Core Project
Service users
You may need to involve certain community team quite small. This team need to get
Deliverers
groups to ensure they are involved in the their hands dirty doing the work,
Commissioners
project from the start. You may need to not just sit in a room talking.
Relevant community organisations
involve commissioners or decision makers to It is important you get people involved
ensure ideas respond to the need and will be who have the right values and attitude,
affordable. You may want to involve people this is as important as their skills and
who have previous experience of the subject experience. We created three team
or of prototyping. persona cards to help you identify the
right people for the job.
All of these people will help give you feedback
to make your prototyping a success.
15
Their job is to help Their job is to champion the project and help Their job is to cast a critical
build, run remove barriers. eye over the process and ask
and test the prototype. challenging questions.
16
MAP EXISTING
SERVICES
Why:
TOP TIP
How:
A lot of this information will be available Make sure you talk to people who
on-line. You could also talk to expert know the area you are focussing on.
individuals or organisations who can help There will be a lot of knowledge
you build this picture. and information locked up
inside peoples brains.
And dont just think about council services.
Consider who is active in the community and
where informal services might be on offer?
17
18
CHOOSE A
LOCATION TO
TEST
Why:
How:
TOP TIP
By having a clear idea of the opportunity you If your test site is a physical
should be able to identify a suitable test site. place, make sure you go visit and
Link with other individuals and organisations talk to people about what you are
who have knowledge in the test site to help doing. It is important that from
you create the right connections. the start of your project people
are kept updated on what you
are doing and why. The more
people who understand your
objectives, the more support
you will receive.
19
20
IDENTIFY
TARGET USERS
Why:
How:
TOP TIP
Use trusted links into networks and
communities to help you identify and connect Make the most of the
with the right people. When deciding who to trusted links that are
involve in the testing, think about; already established across
communities and within
Who might be involved in the service/idea networks. You will not always
in the future? be the right person
Who knows the target group well and to establish those
would have insight to share? relationships.
Who has experience and knowledge that
will build your knowledge of the idea?
21
22
DOWNLOADABLE
TOOLS
GENERATE
IDEAS
2: THE 6 THINKING HATS
de Bono
See Additional Resources on page 51
Why:
How:
Get people within your team together to
attend a brainstorming session. Use the
research you have around your opportunity
TOP TIP
to inspire their thinking. It is really important that you
dont start prototyping too soon.
Encourage the team to think differently and There is nothing wrong with
generate bold and innovative ideas. You taking time to further develop
could get an external facilitator to help you your thinking and define some
in the session, to challenge the team to ideas before you start.
think differently. You could also try running
the session in a different place, somewhere
people find unfamiliar and inspiring.
23
24
PAUSE POINT 1
Before you start to How
prototype your idea(s), you
need to prove the concept. Select a group of people who will be able
to offer you the insight required to prove
A Proof of Concept is a demonstration of an the concept.
idea which is usually still incomplete. This could You will need to involve:
be a verbal, written or visual demonstration, and
is used to establish whether the idea is likely to The decision makers, the people who need
work. to give you permission to take this idea into
prototyping and beyond.
The idea must be formed enough that it can be Investors or commissioners who would
communicated and tested, but not so locked know if there are resources to develop
down as to be inflexible. the idea, what kind of regulation might be
expected, how saturated the market is,
It is also important here to start thinking about the and what kind of demand there has been
sustainability and business model for your idea. for similar products, as well as what sort
of competition exists.
MAP
PEOPLE
AND
PLACES
BUILD Identify
OPPORTUNITIES
YOUR target Generate
IDENTIFIED
TEAM users Ideas
Choose
location
to test
PAUSE POINT 1
Proof of Concept
26
PROTOTYPING
PHASE ONE
Building a specification
Test the
MAP prototypes
PEOPLE with users
AND
PLACES
Choose Evaluate
location the
to test tests and
feedback
28
DOWNLOADABLE
TOOLS
CREATE A SET
OF PROTOTYPES Below are two methods that have been used
successfully in a local authority context in
the past. 3: STORYBOARD
See Additional Resources on page 51
See it:
By making storyboards you can build a
visual representation of a service idea,
breaking down the service into stages which
help structure both your explanation of your
Why: idea, and how people feed in their ideas.
In order to clarify and test out your idea A storyboard might not always be
and elements of your idea with people, it is appropriate, it could be a simple sketch of
important to make prototypes that bring your your idea.
idea to life. Making something tangible for
people to see, touch, and understand.
Build it:
By building low-tech models out of paper
How: and other materials you can make a tangible
product, space, or touch-point within a
Firstly decide which parts of your service need service. This helps people feel and see
further thought and clarification. Then decide the idea. TOP TIP
which elements of the service you need to
communicate and discuss with others. It Building materials can include plasticine, You could think about
is important to prioritise what you want to Lego and/or cardboard. involving other support at
prototype according to what you most need this stage to help you create
to discover. You might be able to prototype When creating prototypes in Barnet, the prototypes. A designer,
everything all at once or you may need to we mocked up basic potential service for example, might be very
break it down into very small chunks. environments by using Lego as service users helpful.
and providers, and old shoe-boxes to create
You can create your prototypes in a number the rooms in which the service would be
of ways, at this stage it is all about making delivered.
your ideas visual.
29
30
DOWNLOADABLE
Capture key comments and insights using TOOLS
TEST AND GET film, photos, written notes, a Dictaphone,
drawings, or anything else which helps.
FEEDBACK ON
PROTOTYPES Act It:
Role play can be used as a method to help 4. TESTING PLAN
you and your group test out the idea.
4.1 ACTIVITY SHEET
For example, if you were prototyping a new
way for the customer service staff to greet 4.2 TELEPHONE TEMPLATE
residents, you could get different people to
role play the scenario, testing out different
ways this could work. 5. METHOD CARDS
Why:
This is a useful method to use internally See Additional Resources on page 51
Testing your prototypes will help you gain if you are testing your ideas within your
feedback and insight on what works well project team.
and what can be improved. Feedback from
the testing goes straight into re-designed
prototypes. This can be a rapid process, with
changes being made quickly along the way.
How:
TOP TIP
Consider who you want to gain feedback Make sure you capture the
from, including both service users and the feedback from stakeholders
people delivering a service. At this stage use in a way that is easy to analyse
the expertise in your wider stakeholder group and use. You dont always need
to help you identify the right people to test to facilitate a large testing event
with. to make this work.
EVALUATE
PAUSE POINT 2
BEFORE YOU MOVE FROM PHASE YOU ARE READY TO LIVE
ONE TO PHASE TWO YOU NEED PROTOTYPE IF YOU:
TO KNOW WHETHER YOU HAVE
ENOUGH INFORMATION TO LIVE 1. Have a clear and complete specification
of an idea.
PROTOTYPE. 2. Have the resource, capacity, and time
to facilitate a live test.
3. Have answered most of your original
questions.
4. Have a few well-defined questions still
to explore.
5. Have senior buy-in, and agreement from
key stakeholders (such as the decision
makers and commissioners).
6. Understand the sustainability and
business model.
Test the
MAP prototypes Run small
PEOPLE with users live
AND prototype
PLACES
Choose Evaluate
location the Evaluate
tests and Iterate as
to test service appropriate
feedback impact
PAUSE POINT 2
Build for wider engagement
36
PROTOTYPING
PHASE TWO
Testing the specification
The purpose of this phase is to use all your
learning from phase one to build a more
complete model of your service/product
to test in a real situation. This is called
Live Prototyping.
Test the
MAP prototypes Run small
PEOPLE with users live
AND prototype
PLACES
Choose Evaluate
location the Evaluate
tests and Iterate as
to test service appropriate
feedback impact
38
LIVE
PROTOTYPE When you have identified what you want to
How:
TOP TIP
Work with your team to build a complete
specification of your idea, and turn this into a When Live Testing with real
working model. This could be a product, or a people, it is really important that
service. your communication is clear and
open. Tell people what you are
MEASUREMENT: testing, why and for how long.
And dont make false promises.
Identify what you want to test and how you You are learning as you go and
will do this. There may be a number of things, there is no guarantee that what
and it is important that you keep focussed on you are testing will be a success.
these throughout the testing to ensure you
are structuring your learning.
39
40
ITERATE
AS YOU
PROTOTYPE
Why:
How:
TOP TIP
Consider what is the best way to gain
feedback on what works well and what can If you engage many people in testing
be improved. your idea, you may be getting a lot of
feedback, which is often conflicting.
Use different approaches to gain feedback;
ask for peoples verbal feedback, watch and Take into account all feedback but
observe people using the prototypes (often, make sure decisions are made based
what they say, think or will do, is different from on the original opportunity
how they actually interact). No service will ever please all people!
Take the key insights from the feedback and For example based on feedback and
think about ways to redesign the service observation of how the support for volunteers
touch-point accordingly. worked we were able to establish some of the
most effective methods and levels of support.
41
42
EVALUATE
AGAINST
ORIGINAL
TESTING PLAN
Why:
At this final stage you are in a position to pull There will be a few conclusions to this
all your learning together from phase one and session;
two and make decisions about what your
product or service should be and how 1. You have sufficient information and
it should work. insight in order to build a final blueprint or
business plan for your idea. This will move
you to Pause Point Three.
How:
2. You identify some areas where more TOP TIP
information is needed, and you go
through Phase Two again with a revised Make sure along the way you
Bring your team back together for a reviewing specification.
insights working session. Include some have captured insights in a
3. There are a great number of areas in structured way, it will make this
outside influence in this session to bring the idea that need further development.
a fresh perspective. It is likely you will be stage a lot easier!
Go through Pause Point One again Dont worry if the prototype hasnt
immersed in the project and fresh eyes will into Phase One.
be useful. worked or if a decision is made
not to pursue it. The point of
prototyping is to learn about what
works and what doesnt.
43
44
PAUSE
PAUSE 3 POINT 3
You have decided to move When sharing youR
forward to the final work with the decision
development of your idea. makers, ensure you are
have answers to the
following questions
You feel you have
sufficient information
and insight in order to 1. How has prototyping helped shape this
build a final blueprint or product/service and ensure it is fit for
business plan for your idea. purpose?
2. What is the demonstrable value of this
new product/service?
3. How can it go from a prototype to a
IT MAY BE BENEFICIAL TO functioning product/service?
PILOT YOUR SERVICE IN 4. Who are the partners, what is the cost,
ORDER TO GET MORE where is the revenue?
DETAILED FEEDBACK.
There will be a number of things you will need
to demonstrate before building your business
plan; the Business Planning tool in the next
You will however need to section should help you.
re-engage with the key
decision makers at this
point to ensure that there
is buy-in and support for
taking your idea out of the
prototyping stage.
45
Test the
MAP prototypes Run small
PEOPLE with users live
AND prototype
PLACES
Choose Evaluate
location the Evaluate
tests and Iterate as
to test service appropriate
feedback impact
PAUSE POINT 3
Decision Making
46
EVALUATE AND
ENTERPRISE
47
Test the
MAP prototypes Run small
PEOPLE with users live
AND prototype
PLACES Create a
business
case.
Measure
the
Evaluate impact
Choose
location the Evaluate
tests and Iterate as
to test service appropriate
feedback impact
48
DOWNLOADABLE
TOOLS
CREATING
Creating a A
BLUEPRINT/ Map
p
blueprint/busi-
BUSINESS PLAN for y
6. BUSINESS PLAN
ness plan TEMPLATE
Us
How:
You should have pulled together the insights
from the prototyping and testing and made
decisions on the final design.
TOP TIP
Use the Business Planning tool below to help
frame your insights. Consider what information
you need to communicate
which is critical to the
business model, dont try
and squeeze everything
into the final plan.
ing.
49
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50
51
Pg. 14 http://www.nesta.org.uk/publications/
1. Who to involve in Prototyping: reports/assets/features/radical_efficiency
http://www.nesta.org.uk/library/documents/Prototyping_SPS_v2.pdf
1.1 Team Persona Cards: http://www.designcouncil.org.uk/
http://www.nesta.org.uk/library/documents/1.pdf about-design/how-designers-work/
1.2 Activity Sheet: http://www.nesta.org.uk/library/documents/1.1.pdf design-methods/physical-prototyping/
Pg. 22 http://designthinking.ideo.com/?p=175
2. The 6 Thinking Hats: http://en.wikipedia.org/wiki/Six_Thinking_Hats
http://www.youngfoundation.org/our-work/
Pg. 28 local-innovation/strands/local-government-
innovation/innovation-methods-local-
3. Storyboard: http://www.nesta.org.uk/library/documents/3.Storyboard.pdf
government/14
Pg. 30
Prototyping in Public Services:
4. Testing plan: http://www.nesta.org.uk/library/documents/4TestingPlan.pdf An introduction to the use of prototyping in
4.1. Activity Sheet: the development of public services. NESTA
http://www.nesta.org.uk/library/documents/4.1ActivitySheet.pdf and the Innovation Unit.
4.2. Telephone Template:
http://www.nesta.org.uk/library/documents/4.2TelephoneTemplate.pdf
Pg. 48
6. Business plan template:
http://www.nesta.org.uk/library/documents/6BusinessplanTemplate.pdf
6.1. Mapping scales
http://www.nesta.org.uk/library/documents/6.1MappingScales.pdf
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