A CX PROJECT FOR CERTIFICATION IN SERVICE DESIGN
SOLVING TOURIST TRANSPORT PROBLEMS IN THE CITY OF AMSTERDAM
METHODS AND TOOLS
Field Research traveling local Amsterdam buses and at the Central train station
Journey Maps in SMAPLY
Stakeholder Map in SMAPLY
Service Blueprint in MiRO
Prototypes with Lego and other physical objects
Language, Digital, Employee Help and Use of ticket in vehicle were the categories we formed.
Next, we created a persona. Our persona is Jean Claude. He likes to travel with his family. Not very travel savvy and is therefore a little nervous. Does not use devices primarily.
Then we created a Journey map for Jean Claude.
Some ideas were:
Give employees proper training on using those digital kiosks, preferably on the job, hands-on
Ask staff to job swap
Run a volunteer recruitment campaign
Paint directions to trains, trams with different colors, on floor
Have a sign on the side of the bus
Have a handy card or sign on what to do in public transport - example, ring the bell to stop bus even if there is a stop! (since they don't stop otherwise)
Since this is an image, placing the mouse on the stickies and relationship won't show its description. Below are some described.
In the center is the persona, Jean Claude
His relationship is of love with his wife and kids
His relationship with AIR, the airport help volunteer, is of seeking help. It is in the innermost circle and so is very important.
All his relationships in the innermost circle are with people who can help him during his travel.
He takes help from AIR to relate to the ticket kiosk. His relationship with the Kiosk is transactional with money.
He is not into technology of any kind. So he does not care about google maps or hotel and flight apps of any kind. These are all therefore in the outermost circle. People tell his to use it when they try to help him.
SERVICE DESIGN HOUSTON GLOBALJAM 2020
A CX SERVICE DESIGN PROJECT TO MAKE ONLINE GROCERY SHOPPING EXPERIENCE MORE FUTURISTIC
We were given a graphic as a team. We had to come up with our interpretation of it and solve the problems we got out of it.
We picked a problem of how to improve online grocery shopping experience.
METHODS AND TOOLS
Assumption based Persona in WORD
Empathy Map in WORD
User Journey Map and Value Proposition in EXCEL
Prototype in PowerPoint
Collaboration on Microsoft Teams
A few days after Jam, for fun, I created these on my own
Journey Map in MIRO
Prototype in FIGMA