… la asociación Geomun2.0, dedicada a la cartografía colaborativa, organizó en enero un taller con el fin de que quienes montan en bicicleta diseñen una red de carriles funcional. Los participantes llegan al local del MediaLab-Prado donde son las sesiones y se sientan en sillas blancas. En las que quedan libres dejan sus cascos de bicicleta.

Olga Terroba, la coordinadora del taller, plantea sus objetivos: además del obvio de diseñar el carril, quiere fomentar que los ciudadanos mejoren el espacio público y popularizar el software libre con que trazarán los mapas. Añadir desde casa información a las plantillas de OpenstreetMapno es más difícil que buscar una dirección en Google. Un administrador que trabaja con los criterios definidos en el taller se encargará de revisar los datos que los usuarios suban desde casa. También pueden adjuntar fotos o vídeos de Youtube con más información.

“En vez de protestar, queremos promover soluciones más prácticas que las que ofrecen políticos que desconocen la realidad”, explica Olga. “La gente propone y nosotros, los técnicos, ponemos medios”. El taller comprende cuatro sesiones en las que se discute, se organiza una salida para tomar datos de la calle y se suben estos a los mapas. Cuatro días que pretenden convertirse en la semilla de un trabajo prolongado que presentar a la Administración.

Al taller están inscritos 60 participantes, pero a la primera sesión asiste solo una treintena. En la última serán diez, el núcleo duro del proyecto. La mayoría trae sus propios ordenadores, y los dirige el espíritu asambleario del 15-M: no hay líderes en los debates, lo que hace que se combinen discusiones útiles con peroratas que mueren entre incómodos silencios. Entre todos, poco a poco van añadiendo ramales al carril …

The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service.

In this kind of visualization, the interaction is described step by step as in the classical blueprint, but there is a stronger emphasis on some aspects as the flux of information and the physical devices involved. At the same time there is a higher level of synthesis than in the blueprint: the representation is simplified trough the loss of the redundant information and of the deepest details.

The customer journey map will plot touch points, service interactions and gestures of users having experienced a service. The method helps us understand the intentional and unintentional aspects of the customer journey. The map is humanised with personal insights, anecdotes and photos, using the users language, their successes and even failures as a very user-centred visualisation of the customer journey …

Journey mapping is a method of visually representing the actual and everyday user experience of a service. Mapping journeys is one of the simplest and most useful approaches to understand services, gaps in service, and to identify and design opportunities for improvement and innovation. The mapping, representation and analysis of a journey -an experience over time- has many functions and can be applied to service design and innovation at various stages.

(download pdf)

Prototyping in Public Servicesdescribes an approach that can be used to help develop new and innovative services by testing ideas out early in the development cycle.

NESTA has produced a guide for policymakers, strategy leads, heads of service, commissioners and anyone else in a public service looking for new methodologies that can help them to better meet the needs of their communities. It sits alongside the Prototyping Framework: A guide to prototyping new ideas which provides examples of activities that can happen at different stages of a prototyping project.

The guide and toolkit are early outputs from our prototyping work and are based on work NESTA and its partners have been doing with several local authorities and third sector organisations. We will continue to learn about prototyping as an approach that can be used to develop public services, through our practical programmes.

Compared to a lot of ‘social design’ currently being done, DESIS is interesting because of the emphasis it places on design as redesign (to quoteJan Michl). A key aspect to ‘amplifying’ is that the designers cannot claim to be the originators of the innovative ideas; they are rather the enhancers of innovations that neighbors, communities and community organizations have already come up with. The assumption is that the systems these non-designers have come up with could do with some redesign; that lending them some design expertise will make the systems easier and more effective, allowing them to be more readily taken up by people other than their originating champions…


Hello (First) World!

We live in a com plex world, one full of inequities and won der ful things. Won der ful things are usu ally well dis trib uted, but inequities not so much. Our fel lows in the First World have been con cerned for a while with us hav ing the major share of the bad ness, so we thought, why don’t we pay back? After all, their life isn’t problem-free either.

And that’s where this com pe ti tion starts.

We’re call ing artists, design ers, tin ker ers, mak ers, and thinkers with an idea to par­tic i pate. Two con di tions only: you were born in and live right now in a Devel op ing Coun try and you are 13 years of age or older.

Devel op ing into what, exactly?

What does it mean to be a devel op ing coun try? Among other things it means that the future of these coun tries is to become devel oped. We are on our way toward devel op ment, and we assume that’s a great thing: we will have bet ter edu ca tion, bet ter health care, a more equi tat i ble soci ety. But let’s stop to con sider for a minute whether devel oped coun tries are some thing we want to turn into. Are peo ple in devel oped coun tries hap pier or health ier? Do they live a bet ter life? Do they have a bet ter under stand ing of nature and live in a bet ter equi lib rium with the envi ron ment? Do they live in peace?

Sadly the answer to most of these ques tions is no, or yes in some cases but not sig nif i cantly so.

We have been focus ing our energy and resources on try ing to solve our Third World prob­lems to become more like the First World. But per haps it is time that we, the so called Third World minds, focused our energy and cre ativ ity on solv ing some of the First World prob­lems. We will have a brighter future to look for ward to, and per haps this can help us rethink and approach our cur rent prob lems from a dif fer ent perspective.

Dead line May 30st, 2010 11:59 p.m. EST

Dx1W has pro claimed 2010 Inter na tional Year of the First World in Need, and has defined four main areas to address: Food Pro duc tion and Eat ing Dis or ders, Aging Pop u la tion and Low Birth rate, Immi gra tion and Inte gra tion to Soci ety, Sus tain abil ity and Over consumption.

Fur ther more, one of the major aims of the Year will be to demon strate the ben e fi cial effects of cul tural diver sity. We want to rec og nize the impor tance of trans fers and exchanges between cul tures through implicit or explicit dia logue that under lines how cul tures and civ i­liza tions are inter linked and con tribute to the progress of humankind.

The strat egy of the Inter na tional Year con sists in main stream ing the above-mentioned prin­ci ples in all policy-making at local, national, regional and inter na tional lev els through the involve ment of the great est num ber of rel e vant stake hold ers. The activ i ties car ried out under the Inter na tional Year focus on:

  • Reduc ing obesity.
  • Address ing aging pop u la tion and low birth rate.
  • Reduc ing con sump tion rate of mass pro duced goods.
  • Inte grat ing the immigrant population.

The Dx1W com pe ti tion is addressed to the devel op ing coun tries of the world: All cre ative solu tions depend on hav ing a pow er ful idea. Whether it’s great resources, mil i tary, pol i tics or gov ern ment, power and size are not enough with out hav ing a pow er ful vision. The First World needs our ideas to solve their prob lems. First World prob lems demand Sim ple Third World solutions. From today on The Third World will bring ideas to redesign the future of the First World.

Indi vid ual and team sub mis sions are welcomed.


  • Select one of the pro posed areas to work.
  • Select a pop u la tion with that prob lem to apply your solutions.
  • Think of an orig i nal idea that will solve the prob lem you selected.
  • Think how to apply that idea to a spe cific com mu nity in the First World.
  • Plan how you will make it hap pen. Write, draw, film, design. Ren der ings and exten sive plan ning is encour aged but not necessary.
  • Use text, pho tos, and video to explain your project.
  • Reg is ter and Login into the site to apply.
  • Sub mit your idea on time.

Eli gi bil ity

  • Par tic i pants should be 13 years of age or older and a legal res i dent of a Devel op ing coun try.
  • The idea should not involve reli gious advo cacy or proselytizing.

The Guardian acaba de publicar un suplemento sobre diseño de servicios en colaboración con SDN(Service Design Network), red de la que somos miembros desde el inicio del 2009. Lo primero dar la enhorabuena a todo el equipo de SDN y a The Guardian. Es genial que medios de gran difusión dediquen parte de sus páginas a legitimar mejor nuestra actividad en el diseño de servicios.

Se puede ver contenido del suplemento en el siguiente enlace: http://www.guardian.co.uk/service-design. O bien, puedes descargarte el PDF desde aquí.