people centered research: valby idrætspark’s communication

People Centered Research 2016

Team Robot DogKate, Daan, Mary

Research Overview

The Spark!

Exploring the current communication model within Valby Idrætspark and how it extends into greater

Copenhagen.

Research Respondents

Lars Elmgreen Athletic non-user

Martin Wøldike Athletic non-user

Signe Jarvard Municipality Head of Culture & Sport

Lene Karsbæk Head of Sport at Valby Idrætspark

Research Approach

Research Findings

Where is our elephant?Opportunity 1

Key Insight #1

Design Challenge #1

Key Insight #2 Key Insight #3

Design Challenge #2

Key Insight #4

Flowchart

Supporting Research Evidence

“Really nice that you can swing by and see elephants on your right…(elephants or any other big animal you would not usually see)”

“I did the color run with my girlfriend there…”

“Central Park is spacious like Valby Idrætspark, but at least Central Park has the skyline”

Key Insight I

When recreation parks have unique attractions or are perceived as a destination they open up the possibility to draw in non-users/one-time-users/visitors/spontaneous visitors to be a part of that community in the short term and overtime.

Key Insight #1

Design Challenge #1

Key Insight #2 Key Insight #3

Design Challenge #2

Key Insight #4

Flowchart

Supporting Research Evidence

“When I go to Amager Strand I know what to expect - a restaurant, a bathroom, ice cream. I’m not so sure about Valby Idrætspark.”

“Valby Idrætspark can be a bit scary. You don’t want to leave your 8-year-old daughter there”

“There’s a difference between Valby Idrætspark and other parks. Other parks have a minimum guarantee.”

Key Insight II

One standard of quality creates an inviting experience for users of recreational facilities. The inconsistent quality expectations of Valby Idrætspark create a sometimes uncomfortable and even fragmented experience.

Key Insight #1

Design Challenge #1

Key Insight #2 Key Insight #3

Design Challenge #2

Key Insight #4

Flowchart

Design Challenge

How might Valby Idrætspark communicate its multiple personalized offerings to individual users and meet people’s personal expectations throughout their experience there?

“Hello, is it me you’re looking for?”

Opportunity 2

Key Insight #1

Design Challenge #1

Key Insight #2 Key Insight #3

Design Challenge #2

Key Insight #4

Flowchart

Supporting Research Evidence

“I don’t think about languages as Japanese or English. To communicate with different kinds of people is speaking different languages.”

1-2 people represent their associations at feedback meetings...

Key Insight III

A lagging and multi-step feedback process creates a barrier to everybody’s desire to be heard, understood

and see change as a result.

Key Insight #1

Design Challenge #1

Key Insight #2 Key Insight #3

Design Challenge #2

Key Insight #4

Flowchart

Supporting Research Evidence

“I had to think about the press, my mayor, the associations and the facilities… Communication was the key to be able to say yes…”

“People at Valby Idrætspark are excited about the greater plans but at the end of the day are more concerned about working lights and nets”

Key Insight IV

Aligning goals between day-to-day facility decisions and long term visioning minimizes friction between users. Communicating vision and giving ownership for decisions can help minimize friction over day-to-day facility decisions.

Key Insight #1

Design Challenge #1

Key Insight #2 Key Insight #3

Design Challenge #2

Key Insight #4

Flowchart

Design Challenge II

How might we create an autonomous troubleshooting loop process without having a facility manager on ground while maintaining ‘human touch’?

Concept Directions

Feedback Drop

Concept 1

Concept Description

What is it? A location-based app that enables users of Valby Idrætspark to drop feedback (as well as information, tips, solutions) as photos, videos, text or sound recordings

Who is it for? Users of Valby Idrætspark, Facility managers, Municipality

Concept Visualization

All

tasks

Footbtall

area I

Tennis hall

Basketball

Very urgent matters

Overdue

Today

Tomorrow

Next Month

Sink in toilet is flooding the toilet @ vandkulturhuset

All balls @ football field 3 are flat

Volleyball net has a hole

Fast swimming pool lanes are occupied by old people

Grass is damaged by Sweden-practice

Lights need to be changed at the volleyball court

no problems

Map View

Municipality Benefits - Up-to-date problem

status - Problem log - Interesting data about

problems (good for insights, patterns & visualisations)

Concept Value & Role

User Value - Specific tips and solutions are location based - Faster reporting and solving of problems

Role Of Municipality - Incentivizing users to be a part of the system - Prioritizing and reacting to the log of problems

Skill-Match AppConcept 2

Concept Description

What is it? A database of user skills that connects people in need with nearby Valby Idrætspark users and volunteers for problem solving.

Who is it for? Frequent users and volunteers at Valby Idrætspark

Concept Visualization

Concept Value & Role

User Value - Empowering users to help each other - Quick troubleshooting - Enjoyment in providing help - Maximizing the “human connection” at Valby Idrætspark

Role Of Municipality - On-boarding users - Database Management

Cork Board

Concept 3

Concept Description

What is it? Laminated cards (designed/shaped according to content) with FAQs and relevant phone numbers that are most common to that area. Nearby, a map system for less urgent matters.

Who is it for? Users of Valby Idrætspark

Concept Visualization

Concept Value & Role

User Value - Solutions in the right location - Low entry barrier for infrequent users - Technology independent

Role Of Municipality - Initial content generation - Updates of content if/when necessary

TAK!