“Design Serving People“, an article written Elizabeth Sanders and published in the working paper series “Cumulus” by the University of Art and Design Helsinki, describes a major shift in the mindset of designers when designing new products or services. Consumers become creators when the designer’s mindset shifts from a perspective where people consume a service to a perspective when organizations support people in reaching their goals and creating value. The products and services offered by a company are merely resources that help the customer fulfil its needs and dreams.
Design is not serving the needs and dreams of people today. In comfortable American home, schools and workplaces, people are beginning to feel uneasy. It has become increasingly evident that they are no longer satisfied with simply being “consumers”. Everyday people want to be “creators” as well.
Stimulating peoples creativity and giving them tools will lead to a shift from consumption towards creation. This might sound vague but by observing the changing role of everyday people in design processes one realizes that many successful companies are already designing products and services that make their customers co-creator – YouTube is the most prominent example for user-generated content.
It is time to move away from the traditional design disciplines that are founded on the materiality of the artifact (graphic, product, space, software, architecture, etc.) and instead organize around human experience domains such as learning, creating, healing, living, working, playing, shopping, etc. People are people whether they are finding their way around a building, using a product, reading a package or using a software application. Design should be about making sure that our results advance people’s personal growth and support a harmonious relationship between people and their environments.
Nike is not “just” selling running shoes anymore. Nike is selling an experience that supports people in advancing their personal growth. The winners are companies that are able to identify the underlying desires of their customers and incorporate them into the design of their products and services.
|Previous:||Design Meets Research and the 6 Golden Rules of Market Research|
|Next:||The Customer Service Elite 2008|