MyMetrics at Hyper Island

MyMetrics: Using expectation and experience to inspire service innovation and improvement

Group No. 3

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MyMetrics at Hyper Island

Overview

Service being evaluated:Our fantastic Metro

Contents:1. Background2. Research3. MyMetric Usability4. MyMetric Effectiveness5. MyMetric Personnel6. MyMetric Environment7. Opportunities8. Observations

Team membersElinSimonNamroud

MyMetrics at Hyper Island

1. Background

Using the ‘five fundamentals’ of service, a range of personas and other materials,

we’ve created several ‘MyMetrics’ - measures of experience focused on a specific

type of service - In our case Metro

We spent an afternoon observing, analysing and thinking about service design and

innovation opportunities for our service…

The research followed a talk called ‘designing services’, which can be found at

http://www.slideshare.com/servicedesign

MyMetrics at Hyper Island

2. Research

People from all walks of life going somewhere

• We traveled from Telefonplan to Liljeholmen by Metro train (4 minutes travel)

• We talked to some people waiting for the Metro trains

• We read the signs on the subway walls. We talked to the lady behind the counter who worked

for 30 years there. “It could be a stressful job sometimes”, she said.

• “I have a nice chair and the air is good. A good workplace”, she added.

• At Liljeholmens station (a hub) the place was open and airy with good visibility. Signs were

placed in a good manner, the platform was suited for blind people, the place was clean and

well planned.

• We saw people getting through the passes without paying for the journey

• We also saw people who had some difficulty getting through the passes when using the

monthly ticket.

MyMetrics at Hyper Island

2. Research

MyMetrics at Hyper Island

2. Research

MyMetrics at Hyper Island

3. Usability

What we expected to happen:Frequently usedMany usersWe expected not so many people at

the moment we intended to visit the station

What actually happened:Many people used the MetroNo surprises

Examples:At the moment of our visit, we noticed

that the number of people using the subway was as expected--not heavily crowded.

MyMetrics at Hyper Island

4. Effectiveness

What we expected to happen:People standing in linesNot widely effectiveWe expected at least a five minutes

waiting time

What actually happened:Passes were not effective in the sense

of prohibiting people from not paying for using the subway

The counter was personnel-free while we passed through

No lines

Examples:

MyMetrics at Hyper Island

5. Personnel

What we expected to happen:Low expectations in generalLow level of knowledgeNo desirability to communicateHighly educatedIgnorance

What actually happened:ImpersonalKindHelpfulCooperativeShy

Examples:[Any pictures, text, notes etc]

MyMetrics at Hyper Island

6. Environment

What we expected to happen:- Not as desired- Boring- Concrete- Too little art- Bad air- Noisy

What actually happened:- Open space- Well planned- Accessible- Room (space) was the art- There is an artistic idea behind

visual spaces- Bad air

Examples:- Concrete behind wooden walls

MyMetrics at Hyper Island

8. Opportunities

We would like to do additional research on how other countries have done. We would also look at a financial plan with the authorities. Information gathering is essential.

The problem as we see it lies within the gates, gate-crashers and lines to the ticket counters. People tend to gate-crash instead of paying for a subway journey. Ticket prices could be part of the problem, as we see it.

Our solution for these problems is…- Get rid of the gates- Plant a no-gates culture instead of gates- No counters and no people behind glass counters- Free of charge subway system- Design the place as a haven for meeting and interaction- Co-work with interior designers and behavioral scientists

MyMetrics at Hyper Island

9. Observations

What useful knowledge have we actually acquired? We are not so sure.Too much information in short time. Difficulty in grasping the core issue here.

We wish you would have debriefed us all.Start with a smaller exercise firstly before going into the greater exercise.