Saving the News

Service design project for the Pittsburgh Post-Gazette.

Using service design methodology, with a team of five, I designed a service redesign concept after conducting ethnographic user research to explore the domain of the news industry.

Methods: Affinity diagram, Territory map, Participant journals, Directed storytelling, Ethnographic interviews, Service blueprint, Scenarios, Personas, Video sketch

The process: DEFINITION, DISCOVERY, SYNTHESIS, IDEATION, REALIZATION

1) DEFINITION - Exploring the domain of the news industry. Understanding the aspects of the news, the problems and challenges.

2) DISCOVERY - Exploratory and generative research. Conducting ethnographic and user research in understanding the needs of readers and non-readers.

3) SYNTHESIS - Distilling insights and main themes from field research and narrow down areas of focus.

4) IDEATION - Brainstorm and prototype possible solutions. Test designs and iterate to make improvements.

5) REALIZATION - Map out all details of the service and experience cycle.