Service Design and UX Portfolio

Download Service Design and UX Portfolio

Post on 10-Jan-2017

256 views

Category:

Design

0 download

TRANSCRIPT

  • Martha ValentaSERVICE DESIGN & UX PORTFOLIO

  • My ToolkitObserva(onListeningKaldisCoffee

    Processes DesignThinking DesignSynthesis JourneyMapping

    Applica(ons Op(malWorkshop AdobeIllustrator AdobeInDesign AdobePhotoshop Sketch

    PhysicalTools SharpieMarkers Post-itNotes

    Books Gamestorming Sprint MappingExperiences ThisisServiceDesignThinking

  • ContentsServiceDesign

    CustomerJourneyMayuriRestaurant Pre-servicePeriodAnalysis ServicePeriodRa(ngs Post-servicePeriod Expecta(ons,Experience,andSa(sfac(on Brainstorming

    UXProcess MobileApplica(onFork&Kids

    Strategy:Compe((veAnalysis Persona CardSort FeatureRoadmapandHighLevelTaskDiagram Ini(alWireframes Tes(ng:PaperPrototypesinPOP Itera(veDesign HighFidelityWireframes

  • Service DesignCUSTOMER JOURNEY MAP

  • Pre-Service Period Analysis

    Adver&sing/PublicRela&ons

    Word-of-Mouth

    SocialMedia

    PastExperiences IenjoyedaverybusylunchbuffetatMayuriacoupleofyearsagowhileIwasonbreakfromatrainingsession.Severalofmyworkcolleaguesjoinedme.Theonlynega(veIcanrecallfromthatexperiencewashowcrowdeditwas.

    Ihavenotseenanyadver(sementsforthisrestaurant.

    IcheckUrbanspoonbeforeIgotoarestaurant.Mayurihada66%LikeItra(ngwithatotalof396reviews.TypicallyIwon'tgotoarestaurantthathasara(ngbelow80%.IalsocheckedGoogle,togetexactbusinesshoursandseamlessconnec(ontoGoogleMaps.IsentascreenshotofMayuri'sUrbanspooninforma(ontoafewfriendswhowereconsideringjoiningus.

    WhenIdecidedtotakeonthisproject,acolleaguewhogoestoMayurionoccasionno(cedit'spoorreviewonUrbanspoonandsuggestedwegothere.Sheandherhusbandlikethefood.

  • Service Period RaIngs

    PlentyofParking

    LookingfortheEntrance

    GreetedbytheWaiter

    WaitedfortheMenus

    AmbianceDetails

    Ordering Food&DrinkArrival

    DoggieBag

    Dessert TheBill

  • Service Period RaIngs

    PlentyofParking

    LookingfortheEntrance

    GreetedbytheWaiter

    WaitedfortheMenus Thefirstpersoninourpartywhoarrivedwasnotofferedamenu.Iarrivedwithanotherpersoninourparty,andwewerenotini(allyofferedmenus.Thelastpersoninourpartywasrunningbehind.Wereceivedmenusacoupleofminutesbeforethelastpersonarrived.

    Some(mesparkingcanbefrustra(ngandruinthemoodofanexperience.Nooneinourpartyhadtroublefindingparking.

    AniceyoungIndianmangreetedmyfriend,andsatheratatablewhereshewaitedfortherestofourpartytoarrive.

    Isawthesignabovetherestaurant.But,thedoorwasn'tmarked.Thedoorthatshouldn'tbeusedwasmarked,andhadanarrowtotheproperdoor.

    AmbianceDetails

    Ordering

    Food&DrinkArrival

    DoggieBag

    Weorderedquiteabitoffoodan(cipa(nglecovers.Onewomanwantedtobringfoodhometoherhusband.Earlyonhehadtextedhertotellherwhathewanted.Whenwewerereadytopackitallup,theprocesswasslow.Onewaiterbroughtoutacoupleofcontainers.Afewminuteslateranotherwaiterbroughtafewmorecontainers.S(llafewminuteslater,ourwaiterbroughtthelastoftherequestedcontainers.

    Theodoroftherestaurantwasslightlymedicinal.ItwasabitoffforatypicalIndianrestaurant.Thewaiters,table,plates,glasses,andsilverwarewereallclean.Theinteriordesignwasdated,andseemedabitdingy.Therestroomwasclean.Awaitressinourpartywhono(cesfinedetailsverbalizedthatthenapkinsweren'tfoldedwithcare.Amominourpartyno(cedthatthetablewasnotproperlyset.Alltheitemswerethere,inthewrongplaces.Whenwearrivedtherewerefewcustomers.Aswewereconsideringitemsfromthemenu,therestaurantbegantogetbusy.Itwasabouthalf-fullatit'sbusiest.

    Therewerefourpeopleinourparty.Onepersonorderedchaitea,theotherthreeorderedmangolassies.Thelassiesarrivedquickly.Theteaneverarrived.Thepersonwhoorderedteaeventuallyrequestedalassie,whichshewasservedpromptly.Weorderedagreatdealoffood.Threeofusereceivedourfoodatthesame(me.Onepersonhadtowaitun(lafewminutesacertherestofuswereserved.Thisfeltawkwardtoeveryoneatthetable.

    Themenuisabook,dividedbycourses,andbyregions.Thereisalottochoosefrom.Thereseemstobeaconsistenttypoinonetypeofappe(zer.WhenweGoogledit,welearnedwhatitwas.Thewaitertookawhiletogetbacktous.Weaskedseveralques(onsaboutavarietyofmenuitems.Weorderedalotoffood.Iaskedhimwhathisfavoriteitemsare.Theydidn'tsoundgoodtome.Awomaninourpartywhodoesn'ttypicallyeatethnicfoodaskedseveralques(ons,andtookafewminutestomakeadecision.

    Wethoughtwe'dgetallfourofthedessertitemsandsharethem.Iwasfamiliarwithtwoofthedesserts.Onewasexecutedwell,butitisn'tonethatIamverykeenon.MyfavoriteIndiandessert,kheer,wasunfortunatelywatery.Allofthedessertsweremuchsmallerthanwean(cipatedforthe$4.50pricepoint.Wedidnotfinishthemortakethemhome.

    Thebillwashigh,asweexpectedittobefromthereviews.Also,wehadorderedalotoffood.Evens(ll,itseemedabithigh.Wehadnotnotedthatwewantedseparatecheckswhenweordered,sowedividedthebillourselves.Weweren'tsureifweweretopayatthetableorgototheregister.Wefoundoutwhenthewaitercamebytocollectthemoney.

    Dessert TheBill

  • Post-Service Period

    CustomerRela&onshipManagementTherewasnofollow-up.

    Word-of-MouthIhavetwofriendswhothinkMayuriisthebestIndianplaceintown.Oneofthosefriendshasbeengoingtheresinceitopened,whenheworkednearby.Theothergoesthereoccasionallywithherfamily.

    SocialMediaNega(vereviewsonUrbanspoonhaveMayuriata66%LikeItra(ngwithatotalof396reviews.Recentposi(vecommentssaythefoodisdelicious.Somepeoplecommentedposi(velyandnega(velyonthespiciness.Recentnega(vecommentssaythattheyexperiencedrudeservice,highprices,andadark,dirtydiningarea.

    Yelpreviewsstandat3.5outof5stars,with59reviews.Therearerecentreviewsthathaveposi(vecommentsaboutthefood.But,therearealsorecentreviewswithnega(vecommentsabouttherudeserviceandhighprices.

    ThatsmyfavoriteIndianplace!

  • ExpectaIons Experience SaIsfacIon

    Expecta&onsLow.Fromthera(ngsandreviewsIsaw,Iwasnervousthatthefoodwouldbegross,thestaffwouldbemean,andI'dhavetogetaseconddinnerelsewhere.Ihadbeentherebeforeandenjoyedit.Iwassadatthethoughtofseeingitasahallowshellofitself.

    ExperienceRelief!Iarrivedhungryandthefoodwasdelicious.Whiletheservicewasabitoddat(mes,itwasn'tterrible.

    Sa&sfac&onSa&sfied.Overall,itdidn'tdelightmeinawaywhereIwouldwanttogotherefrequently.But,theexperiencewasn'tterrible.Ifsomeoneinvitedme,orIthoughtofit,I'dgoback.

  • Brainstorming

    FamiliesHaveChildrenIno(cedafewfamiliesdiningwithsmallchildren.Thesedaysinthatneighborhood,accommoda(onsareexpected.Ithinktheyneednewbaby/toddlersea(ngandasimple,notspicychild'smenufortheMid-westernkidswhomightdinetherewiththeirparents.

    Clean&ModernizeThisrestaurantopenedyearsago,andit'sgolendatedanddingy.Iftheyclosedforaweektodoadeepclean,getafreshcoatofpaint,andmaybereplaceafewwornordatedinterioritems,itwouldimprovetheatmosphere.Again,peopleinthatpartoftownexpectimpeccablecleanliness.

    TheSoupNaziisn'taModeltoFollowThereviewsoverwhelminglycomplainaboutpoorservice.Theyevenstatethattheowneryellsalotwhentherestaurantisbusy.Restaurantsthataren'tservingtheverybestfoodintowncan'tgetawaywiththis.Evenexcellentfoodcanbelostonabadatmosphere.Theownershouldconsiderkeepinghimselfoutofthepubliceye.And,tospeedupservice,heshouldhireanexperienced,pleasantmanager.

    BadBuffetAsnotedinthereviews,thelunchcrowdhasbeentoomuchforthisrestauranttohandleinthepast.Abuffetsays"quicklunch"tothecustomer.Foranop(malexperience,theyshouldconsiderlimi(ngthenumberofpeopletheyallowin.Or,theyshouldaddanotherbuffetarea.Eitherway,theconges(onandfrustra(onshouldbeeased.

    Theyalsoneedtostayontopoftheitemsthatarepopularonanygivenday.Maybeiftheyhadaclosed-circuitcameraonthebuffetwithaviewingscreeninthekitchenthecookswouldbeabletoan(cipateitemsthatwillneedtobereplenished.

  • UX Process MOBILE APPLICATION

  • CompeIIve Analysis: UrbanspoonSurvey:3outof10UseUrbanspoon

    FINDARESTAURANT

    ShakefeaturetofindrestaurantLuckofthedraw

    Mapprovidesnearbyrestaurantsinaspecifiedradiusofusersloca(on(GPS)

    Searchallowsuserstofindaspecificrestaurant,basedonGPSofdevice

    Discovercaterstofoodieswhoarelookingforwhatsnew

    PeopleusingYelp&GooglearentawareofUrbanspoon

    Clickbulontoshakesetspath

    Personaliza(onviaDinelinefeature

  • CompeIIve Analysis: GoogleSurvey:3outof10UseGoogle

    FINDARESTAURANT

    Easytousekeywordsearchfeature,sameexperienceonallplaqorms

    Providesmapofnearbysugges(onsbasedonsearchcriteria

    Verbalsearchcapabili(es

  • CompeIIve Analysis: YelpSurvey:3outof10UseGoogle

    FINDARESTAURANT

    MorenarrowfilteringthanUrbanSpooninsomecategories(Bars,Coffee&Tea)

    Providesuserreviewsandra(ngs

    Check-infeaturefacilitatessocialnatureofdiningoutwithfriends

  • Persona: Jennifer Demographics:

    25-40yearsold

    2-4children(infantpreschooler)

    Married

    MidCounty(Kirkwood,WebsterGroves,Clayton,UniversityCity)

    Spends$$$

    AQributes: StaysatHome Rootedincommunity Haslostofmomfriends,playdates,etc. Employsnanny/babysilerpart-(me Lives30minutesfromSt.Louisalrac(ons

    Needs: Healthyfoodop(onsforlunchwithfriends&kidsnearby Accesstocoffeewhengoingtoaplaygroundandotherac(vi(es Aplacetohangoutwithkidsandfriendswhentheweatherisntniceoutside Placestobuysnacks,lunchanddrinkswhenonfamilybikerides&otherac(vi(es Parking,orabilitytowalkfromhome/park,etc.

    Behavior: Par(cipatesinweeklychildsplaygroups GoestoSt.Louisalrac(onswithherkidsinthemorning Schedulesherac(vi(esaroundnappingschedules;youngerkidssleeponthego Viewsweeklytriptofarmersmarketaslifelearningopportunityfortoddler-preschooler Focusedonsafetywhenwalkingtoac(vi(es:crossingstreet,playingoutside Seenbreasqeedinganddiaperchanginginpublicplaces.Sheisdiscreet,butnottooworriedaboutit Spends$$$onprivatepreschool Usesmomsdayoutprogramsatlocalchurchesandbabysilerstogetthingsdoneduringtheday.Or,thebabysiungserviceatherhealthclub Kidsenrolledinpaidac(vi(es(soccer,dance,swimming,mom-meart/music,yoga,etc.) Par(cipatesinParkDistrictsponsoredac(vi(esandevents Goestoallthecutebou(questylerestaurantsandshopsopeningincityandtakesthekids. Seenusingsmartphonewhilewithkids,usuallyaniPhone Heavysocialmedia,andpostsaboutherchildren/familylife

    SoluIons: Quickaccesstonearbyrestaurants Recommenda(onsbasedonherselectedcriteria Map,Direc(ons,Hours,Accesstomenu, Userra(ng/sa(sfac(onscoreswithreviews

  • Open Card Sort8usersthatmatchpersonaswereusedforanopencardsort.Op(malWorkshopsOp(malSortsocwarewasu(lizedtohelpfacilitatethislab.Resultswereusedtodefine: Howusersexpecttoseeinforma(onorganizedandnaviga(onstructured

    Categoriesandnamingconven(ons

    Rela(onshipsbetweenitems

  • Feature Roadmap and High-level Task Flow DiagramFromsurveydata,compe((vebenchmarkfindings

  • Screen Concepts, Icon Concepts, Major Scenarios, Storyboard

  • Mobile ApplicaIon Concept Mobile Usability TesIng Using POP Usingscreenshotsofthepaper

    prototype,assembleditintoaniPhonetheprototypingapplica(onPOPbasedonthestoryboardingtechnique

    Askeduserstopreformfivekeytasksinusabilitytest

    Goaltoassessbuyinontheconceptandgatheraddi(onalrequirements

  • Usability Test Results

    Severity #ofUsers Finding/Issue

    High 3of4 Userswantafeaturethatincludestheirchildasapar(cipantinthedecisionmakingprocess

    High 3of5 Primaryfiltersaretoobroadforchildfriendlyrestaurants

    High 2of5 Didntunderstandiconography

    Goal Validateconceptandfindaddi(onalfeatures Determineiftaskflowissufficient/appropriatetomeetuserexpecta(ons Examineiconographyconcepts

    Usability Test & Focus Group 4usersbasedonthepersona

  • Paper Prototype IteraIon TwoIncorporateduserfeedbackfrompaperprototypingtest

  • Final Designs & Flows: Find With Current LocaIon

  • Final Designs & Flows: Find With Child InteracIonUsing the adult-defined preferences, a child can blow on the screen to randomly select the restaurant. This way the child feels as though they had a part is selecIng a restaurant.

  • Final Designs & Flows: Find With User Preferences

  • Final Designs & Flows: Edit PreferencesPreferencescanbedefinedbytheUserviatheEditMyPreferencesbulonontheMenu.

    Thekeydifferen(atorforthisapplica(onisthatUserscanselectarestaurantbasedonthespecificneedsoftheirfamily.