Great examples of a complete understanding of where the audience is most likely going to engage with content – on a fence while walking through an entrance to the station and (on the ground while they look down at their device) as they wait for their train. Great stuff.
On Saturday 20 August I attended the Service Design Boot Camp workshop at General Assembly in Melbourne, which was pretty cool. I’ve been interested in the discipline for some time, exploring aspects of design process, prototyping, testing and iterating with Coursera’s Design: Creation of Artifacts in Society open online course online course, but I’ve never had the chance to embrace it fully face-to-face, until now. Awesome.
On the promotional page for the workshop they said “This course is for anyone that has an interest in applying the design process to solve complex problems. It’s likely you’ll have many transferable skills or experiences that will be put to use through the course of the day.” Cool. That’s exactly what I want to be able to do.
What did we do?
In the workshop we worked through the components that make up the practise of service design:
- Discovery: gaining empathy and understanding the needs and pain points of users.
- Ideation: Developing a range of ideas on how to develop a solution to meet the needs of all users.
- Prototyping: Testing and iterating, including the customer experience, “front of house” interactions, and back of house dependencies.
- Communication: Articulating the many facets of your offering in a concise way.
Deliver – Service blueprinting and role play
On Melbourne’s metropolitan train network, interior and exterior advertising is becoming more prevalent. Needless to say that I was completely surprised when I entered the train and was assaulted the advertising for the new film by formerly-known-as-The Rock Dwayne Johnson.
Advertising inside a train seems to makes sense. Once inside the train, travellers become a captive audience as there’s no real means of escape from the confined space besides their devices, newspapers and their eventual exit at their desired train station.
The problem with The Rock wrap
The problem with The Rock wrap is that didn’t allow for an action (other than an increased awareness) to take place. Ideally, there should have been a provision for train travellers to book or pre-book tickets to the film or at least find out where the movie is a showing (possibly within their current location or nearest train station/exit point). Doing this would have closed the loop on the consumer experience.
This sketch demonstrates the preliminary user flow for a web application/mobile experience that permits the completion and submission of a safe work method statement (SWMS) as part of a vocational training and assessment experience.
A SWMS is a site-specific form that must be completed before any high-risk construction work is commenced. Generally, the completion and submission of a SWMS is a paper-based.
This web application/mobile experience seeks to take advantages of the affordances of mobile technology and allow users (students in a vocational training and assessment context) to complete this form prior to commencement of work.
In a training and assessment context, the completion and submission of the SMWS is predicated on learning management system (LMS) connectivity and established user permissions.
Based on the preparatory user flow sketch, I then worked with developers and designers to extend the Mobas web application with the SWMS template.
Evidence of a multinational bank that has taken the time to research the audience/market in a suburb where one of their branches is situated. This suburb has a high Chinese and Korean business community. Each community group would be seen as a potential customers by the bank. With this in mind, the bank has applied some superficial signage around their ATMs. The ATMs didn’t contain Chinese and Korean language options alongside English. This is unfortunate as that would’ve demonstrated a total commitment to the bank’s audience.