End-User Engagement Toolkit
This toolkit is to guide the Large-scale pilot (LSP) projects and especially the pilot sites through the innovation processes, with a special focus on user-engagement. It comprises methodologies and tools found across literature and online, put together in a format that follows the different phases along the innovation process. These three phases, namely: exploration, experimentation and evaluation, have been further divided in 3-5 iterations. These iterative steps within the three phases contain links to more detailed instructions, tools and methodologies for the trial sites to refer to in the quest for end-user engagement along the innovation processes.
Although organized in a manner that the phases and iterations could be followed in a step-by-step manner, from beginning until the end, the purpose of the entire process is that it is followed in an iterative manner. This means that the different phases and iterations in the innovation processes are often overlapping, repeating, and mixing in order. Throughout the journey the need to jump back and forth between the different phases is to be noticed.
To serve the specific needs of the LSPs in engaging the end-users,
this toolkit has been organized in a manner that it can be revisited and specific tools
can be taken out at any point in time, when needed. It also provides a guide to answer to
the four "tracks" identified from analyzing the specific needs of the LSP projects:
A. Use cases: Defining use cases and specifying requirements, as well as validating them
B. Co-creation: of user needs and solutions, specific tools & methodologies for co-creation
C. Prototyping & Testing: First tests and MVPs, assessments and evaluations, user acceptance
D. User research: Methodologies for user research All the different phases of the process have more detailed explanations and instructions on the different iterations of the phase. As more general advice on the end-user engagement and usage of the toolkit, below some useful tips collected from several sources before diving into the process:
1. Iterative process - going back and forth in different phases - this can't be highlighted too much.
2. Role of the user: factor or actor? - consider the role of the users in the process, how much you would like to engage them in the different phases of the process and which tools offer the most possibilities for this.
3. Consider the usage of resources - plan the engagement carefully in terms of the level of input
(time, costs, expertise) and the expected output.
4. Before choosing the tool that you are going to use, first dig into the root of the problem you are trying to solve: why are you doing this activity, what are you looking to achieve, and only then - how, using which tool?
5. This also applied to prototyping! The idea behind a prototype is to test - so before starting to build, consider what it is that you are trying to test and what functionality will be required from the prototype in order to achieve this?
Many of these considerations are taken into account in the design of the toolkit. Additionally, each tool has an indication of the level of expertise needed. The first level tools (beginner) include the most basic tools that are widely known and used in the field, and easy to start with. The second level (intermediate) can be followed after this introduction and help to advance to slightly more complex tools. The third level tools (advanced) are for more experienced practitioners.