GA P O R T F O L I O
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" To believe that humans are encrypted with creativity, means designers exist to decrypt their potential. "
Ga Eun aspires to be a craftswoman of future trajectories for human-centred design and aims to add new dimensions to user experiences through innovative methods.
She also places great emphasis on visual communication of ideas, as a good designer can never be complete without storytelling skills. She believes that framing ideas with insights and weaving them into narratives provide a solid foundation to spark creative conversations.
ERIKA First Prize “Do You Speak Human”
Artificial Intelligence
DESIGN FOR SERVICE Concert and Ticketing Experience
DESIGN FOR PERIOD POVERTY Second Runner-Up / Commended Prize Inclusive design for UK female demographic
FRIDOR Second Runner-Up Design for Millennials with
Personal Digital Banking Experience
Overseas Chinese Banking Corporation Singapore
TOGATHER Most Helpful Award Design for Aging Workplace with Lawry’s Prime Rib
The Right Kind of Digital Aid for Education
ELEGANT DOMINANCE From design to implementation
C O N T E N T S 内 콘
容 텐
츠
DESIGN FOR THE FUTURE OF IKEA IN-STORE EXPERIENCE First Prize “Do You Speak Human” Designed with Low Joo Tat, Letitia Lim and Iliana Ishak
Hello there, my name is ERIKA. How may I assist you?
CONVERSATIONAL INTERFACES WILL BE SEEN AS A TOOL OF GREAT POTENTIAL THAT WILL REVOLUTIONISE OUR RELATIONSHIP AND INTERACTIONS WITH TECHNOLOGY.
....
!!??!!
Conversational interfaces have been around for years, and they are becoming the context of increased importance as we see multiple businesses, from start-ups to major tech companies, jump on the bandwagon of this powerful revolution. Looking at the big picture, new experiences and a shift towards democratising technology usage will also emerge through the combination of innovation and conversational interfaces. In a collaborative workshop with NUS Enterprise, IKEA and SPACE10, we were tasked to design the future of conversational interfaces and explore how conversational AI can foster meaningful interactions in IKEA stores.
SHORT-TERM RESEARCH EQUALS WORKING EFFICIENTLY
Due to time constraints (3-4days), the idea of ERIKA was curated through rigorous research on pre-existent and developing technologies. By looking at everyday applications, we explored possibilities of how existing technology tools are able to aid in augmenting one's experience. Ideas were created at a very fast pace but boldly taken out after repetitive affirmations through new and proceeding research.
CONVERSATIONAL TECHNOLOGY IS ...
Fully useful when it is everywhere and when it gets to know its users in multiple contexts, to fully incoporate its learning habits by understanding and analysing users’ shopping routines, likes and dislikes.
CONVERSATIONAL TECHNOLOGY IS ...
An interface that goes beyond its efficiency, convenience and exclusiveness by conveying information at a more intimate and empathetic level such that users understand why it exists and what it is used for.
THE IKEA EXPERIENCE IS... That it is not just a store to get stuff, it is a place where people hang out, have fun, and get inspired.We want to use conversational technology in a way that not just makes things easier, but also reinforces that magical quality of IKEA as a place where fond memories are created and shared.
PAST
THE INSPIRATION Fascinated by the most iconic memorabilia of IKEA, the IKEA pencil that was originally meant to be used for making shopping lists has now become obsolete and instead, the IKEA pencil has evolved to become more of a souvenir for IKEA visitors. The team found it a pity that something as classic as the IKEA pencil that is so readily accessible and so close to the hearts of many IKEA-goers was no longer as relevant anymore.
PRESENT
Fu n
cti
on
ali
ty
What if the IKEA pencil can be reinvented to once again take an active role in enhancing the in-store experience, with the help of conversational technology?
HEJ,
ERIKA
Welcome to IKEA, how are you feeling today?
ERIKA is an AI assistant that the visitor can pick up once he or she enters the IKEA store.
It converses with the user via bone conduction technology that helps conduct sound to the inner ear through the skull. Not only is ERIKA a delightful device with its redefined function, but the usability of it through bone reduction technology makes ERIKA highly interactive and universally versatile. From hands-free headsets to hearing aids, the implementation of bone reduction technology in various devices further affirms the future potential of conversational technology to be fully usable by a spectrum of many people.
THE RUSHED SHOPPER
THE CASUAL BROWSER
THE RELATABLE CLIQUE
Taking into consideration of the diversity of visitors to IKEA, ERIKA adapts to different types of users and enhances these experiences differently.
Hello fellow IKEA-goer ! Do you nee
Hi ERIKA, I am l unsure of the siz
You got it ! Go straight, and turn left the walkway between the red and b This is the shortcut to reach those co
ed any assistance today?
looking for containers but I am zes IKEA has.
t. Can you see blue sofas? ontainers.
An IKEA store is often frustrating to navigate around when a person is in a rush. In this context, ERIKA gets the rushed shopper to the products one needs, fast.
I noticed that you seemed to really your way here, would you like to try She’s the pink one in the display to
This frill really d the colour, well…
Hmm, maybe you can try the Nocke a more contemporary style... He’s ju Besta showroom.
like soft textures on y out our Blomma sofa? your right.
does not suit me though, and ‌
eby range, they have ust to your left in the On the other hand, for the most of us, the IKEA experience is a lot more than just purchasing items that we need. Amidst shopping for specific products, a typical browser revels in the time spent on browsing, and ERIKA acknowledges this behaviour. Where previously ERIKA acted as a guide, it now becomes a personal companion.
The chosen items are all saved automatically in a Pinterest-style board, for further filtering or for the next phase of commitment.
Hi! I am p look minim tell you mo
For the solo shopper, Erika augments IKEA’s already unique in-store customer experience to a whole new level, with dialogue that makes the process of exploring, browsing, filtering and committing a more intimate one.
With the help of beacons and location-based sensors, ERIKA allows objects the browser come close to come to life, and teases with little fun facts along the way. These conversations, whilst engaging a user like a friend, naturally allows Erika to learn his or her preferences as the user browses through IKEA. Also, by saving favourites while browsing allows ERIKA to transform the usual shopping commute into one's private getaway to a more unique and intimate experience.
Indeed! M of the wa brought m
PSSST.. WOOF! WOOF!
part of the Nockeby range. We are designed to mal yet be sturdy. Come take a seat and let me ore!
This is a really comfortable sofa ! I really like the feel as well..
My designer Ola Whilborg has tested all aspects ay a customer will experience his new sofa. He even me home and assembled to be used for his family...
THE IKEA GROUP SYNC Besides ERIKA catering to individuals, shopping at IKEA is also often a very social experience. Part of the reason why people love IKEA is not only of its visually appealing showrooms but also because of the fun memories created with friends and families in the store. ERIKA understands the value of getting together, and its focus becomes more about extending the idea of IKEA as a playground to facilitate fun and memorable interactions. Groups of friends can sync their ERIKAs into one common dialogue, allowing everybody to be included in the same conversation.
With ERIKA,
IKEA BECOMES A PLAYGROUND that is filled with game zones, just waiting to be stumbled upon
MARCO
POLO! Finding something? Amp the satisfaction by finding it first.
Do they look the same? Well, look again. At IKEA, every price tag has a reason.
A FRESH EXPERIENCE AWAITS FOR EVERY OCCASION On top of all these, we also see many other possibilities for ERIKA to enhance the in-store experience. For example, perhaps we can have ERIKAs that represent various lifestyles. Depending on which ERIKA you choose, perhaps an Urban Nomad, ERIKA guides you through in a way the urban nomad would. Another possibility is for the conversations to be thematic. For example, during the Christmas season, the conversations and games with ERIKA can be tweaked to be more Christmas themed. Hence, there is always a reason to return to the IKEA store.
AUGMENTING IKEA’S EXPERIENCE FOR EVERYONE
At the heart of it, we aspire to design for better customer experiences. We looked at the emotional lows and the emotional highs of the in-store experience phases, and pushed for ERIKA to diminish the lows and celebrate the highs, by supplementing on to what IKEA does best, using familiarity and technology to create enhanced experiences for the many people.
Sharing magical moments and anticipating for performance !
DESIGN FOR SERVICE Ticketing & Concert Experience
GSA Collaborative Studio Designed with Sii Ahn, MengXi and Zoe
PROJECT ORGANISATIONAL
CONTEXT O2 ABC Glasgow
BUSINESS
Address : 300 Sauchiehall Street, Glasgow G2 3JA The reasons for our choice are based on factors such as its ideal location in the city centre, diversity in providing different kinds of events and performances, and popularity amongst locals and tourists in Glasgow.
Our first step was to see how a typical user experience is shaped by the O2 service, and this intrigued us to probe further into the understanding of different stakeholders who are involved in the O2 experience.
Leeds
Leicester
Liverpool
O2
O2
O2
O2 Kentish Town
Islington O2
O2 Sheffield
Brixton O2
O2 Oxford
Bristol O2
O2 Newcastle
Bournemouth O2
O2 Birmingham
In addition, the nature of O2 ABC Glasgow is a venue where visitors are able to “buy� experiences rather than goods. For O2 users, they are constantly searching and checking into what O2 has to offer to provide them with that memories, and these memories are more than just simply watching a O2 performance and walk away. Most often, O2 is not just a music venue, but it is a place where people hang out, have fun and get inspired.
PERSONAL
PERSONAL
STAKEHOLDER
AUDIENCES TICKET DISTRIBUTORS BOUNCERS/SECURITY BACKSTAGE CREW CLOACKROOM ATTENDANTS
MAP
TOP-DRAWER BAR STAFF
BUSINESS
PERFORMERS
Outlining and understanding stakeholders in the O2 experience
BEVERAGE PARTNERS TICKETING PLATFORMS ENTERTAINMENT AGENCIES THE GARAGE VENUE TICKETMASTER
In Chapter 3 of Service Design, From Insight to Implementation,1 it is stated that a service is not only present for consumption, but it also should be seen as a network of relationships that a user sub-consciously enters with the frontline staff (external) and the back-end system (internal).
ORGANISATIONAL O2 MARKETING DEPARTMENT O2 PUBLIC RELATIONS O2 SOCIAL MEDIA ALCOHOL LISCENSING BOARD
Stakeholders, such as social enterprises, get affected from a user’s purchasing decision rather than one’s experience from a performance.
Our design focus is on O2 ABC Glasgow, but we realised that it also needs to be versatile across the other O2 franchises to fully be functional and practical. By producing a stakeholder map that not only highlights the different stakeholders involved in the O2 experience, it also became the synthesizing force towards the study of interactions between the users and the O2 service, that led to the creation of O2 ABC Glasgow service ecology.
TEENAGE CANCER TRUST MUSIC THERAPY SCOTLAND
It was interesting to note that social enterprises , such as the Teenage Cancer Trust and Music Therapy Scotland are also engaged as internal stakeholders, which means that a purchasing decision will resonate across the stakeholder spectrum and make an impact for a social benefit. This accentuates how a typical O2 service consists of a chain of events that occur not from one’s experience in a performace, but initially from one’s purchasing decision.
1 Service Design: From Insight to Implementation, by Andy Polaine, Lavrans Lovlie, and Ben Reason
UNDERSTANDING O2 GLASGOW SERVICE ECOLOGY What is service ecology and how can we apply it to service design practice? According to Mager in Introduction to Service design, service ecology is defined as a holistic visualisation of a service system. The service ecology is thereby rendered, along with the different stakeholders; its attendant agents, processes, and relations. 2 To define the service ecology of the O2 ABC Glasgow, we interviewed and observed various stakeholders- the O2 regulars, the O2 first-timers, the O2 performance artists and the backstage crew. To get geunine user data, we interviewed O2 users and engaged them with questionnaires to understand the types of people visiting the O2. We made use of the queuing process as it is a time phase where people become easily distracted from their wait and so we were able to approach as many users as possible.
2 Designing Services with Innovative Methods, by Satu Miettinen and Mikko Koivisto (EDS.)
We managed to use our big board of questionnaire to attract the three siblings. Some visitors like them come from the highlands just to watch a concert at O2 Glasgow.
Birds of the same feather flock together! Fans we met at those times are introverted but we can feel the passion that they had for the band.
We made selective choices of the dates we wanted to conduct our interviews and questionnaires. For example, there were two concerts held at one night. This made us plan ahead and conduct user research on two pools of visitors.
An efficient and convinient way to get user data is through stickers and fast fingers !
PRELIMINARY USER JOURNEY From the quantitative data gathered, we outlined the service ecology by adopting a macro to micro approach. We mapped out the steps of the O2 service touchpoints and proceeded to outline the different stages of the O2 service that a typical user will be engaged with. These touchpoints became the fundamental enablers to develop the O2 ABC Glasgow user journey.
Log-In page
Option to either print at home or have it sent to your address
to make a donation for social cause
Selecting type of tickets
Accepting Terms and Conditions
Payment Verification
EMOTIONS FELT BY USERS BEFORE,DURING AND AFTER THE PERFORMANCE AT O2 ARE HIGHLY INFLUENTIAL ON ONE ANOTHER. For example, an uncomfortable ticketing experience results in how users view efficiency of the O2 organising and running the performance.
UTOPIC EXHILARATION
Sense of excitement when the user is anticipating to buy tickets to the performance will be held at O2 Glasgow
Feels annoyed at the inconvinent steps to ticket purchase, but still expectant
Feels most satisfied when the purchase is made and confirmed
Feels draggy during the waiting time, but is hyped up upon entering the O2 venue in anticipation
User Journey Analysis We asked ourselves two primary questions while analysing our first user journey : Where are the stages of the O2 service that the users feel satisfied or neglected? What makes users feel positive/negative at that particular stages of the service?
Feels a sense of indifference before being excited about a next gig or performance
Users have a sense of indifference and a lack of awareness towards the performance they have signed up for while waiting. Most often, users purchase tickets 1 day to 3 months before the performance. As time passes, they are unaware of the upcoming event until some form of reminder informs them : it can range from symbolic objects such as a band’s merchandise to sub-conscious prompts such as a song in Spotify. Sometimes, the gig is convinently forgotten and some users only remember it a few days prior. How can we incorporate “nudges� to not only remind them of their upcoming performance, but also ignite a sense of anticipation during the waiting time gap?
The ticketing system has unnecessary and inconvenient steps that provide repetitive frusturation for the user.
Users feel most content from the purchase when they get acknowledged by their peers or social media that they are having fun in a performance.
The technicality and mechanism of the ticket purchase service is dominantly driven by Ticketmaster, which supports the UI/UX design of O2. Some of these steps provided to the users produce inconsequential actions that make users confused, which affects their decision of purchase. In addition, users have to go through these steps every time they want to purchase the ticket.
Peformances are meant to be exhilarating ; and it becomes utopic when shared with people whom you enjoy going out with. With the rise of social media, these events have evolved into a form of social experience where people feel the most satisfying phases to be making friends, share their photos on social media, and celebrate these moments together.
How can we re-design the current steps to be more user-friendly for an efficient and comfortable ticket purchase experience?
How can we provide opportunities or mediums to spark meaningful social interactions to not only celebrate the state of utopia together on social media, but also make tangible friendships in real life?
PRELIMINARY BLUEPRINT Who shapes the users’ emotions in addition to the service that they are presented with? How is the O2 service being shaped for their current users? What can we learn from the actions of users and interactions between users and the stakeholders? Referenced from the lecture and the book Designing 3 Services with Innovative Methods , we gained a better understanding on how different stakeholders inter-play and co-depend with regards to the line of interaction and visibility. Through further ethnographic research, we mapped out this intangibility with relevance to the front-stage and back-stage of the O2 service delivery system. Our first blueprint illustrates the time, place, modes of encounters and the functioning supports of the O2 service. Through this mapping, we are able to sieve out details that we have missed, or unexpected insights which are not visible from our user journey.
Designing Services with Innovative Methods, by Satu Miettinen and Mikko Koivisto (EDS.)
OFF- O2 VENUE BLUEPRINT
PAPER TICKET
PAPER TICKET
PAPER TICKETS ARE STILL OF IMPORTANT VALUE AND PRIMARY MODE OF ENCOUNTER FOR USERS A paper ticket is meant to be used to gain access into the venue, and presently, it has become more of a souvenir for users. In the context of an individual, a ticket has an important symbolic value to users. For example, a local user may percieve the ticket as an access pass, while a fan may percieve the ticket as a form of dedication to his or her favourite band.
OFF- O2 VENUE BLUEPRINT
IN- O2 VENUE BLUEPRINT
Despite subjectivity in perceptions, the ticket can provide effective impact if our design directions are to build around this mandatory mode of encounter .
CREATING
While I love hanging out with my friends, it will be better if we share more new and exciting moments together !
PERSONAS By talking to people ranging from first-time visitors to regular users of the O2 service, we collated the ethnographic data and presented these information by categorising them into 3 primary personas.
Emma AGE
These personas help to distinguish similar aspects of what users experience and desire in the O2 service. They also act as useful information that help us infer back to our previous user journey and blueprint to reaffirm whether our research is authentic and geunine. In addition, we are able to get a clearer picture of what is happening during the performance at O2 due to the 3 distinct characters and their proceeding actions in the venue. This led to a progressive analysis that helped develop our design directions.
OCCUPATION LOCATION
25 Student Glasgow
#Peer_Dependent #Updating_Moments #Searching_For_New
Mike AGE OCCUPATION LOCATION
19 Student Glasgow
#Cost_Driven #Easily_Inspired #Searching_For_LikeMinded
While I love to pursue my own interests, it will be more meaningful if I am able to share my experience with similar minds.
While I love exploring the most hot venues, it will be more enjoyable if I befriend locals for a full immersive Glasgow experience.
Personas have distinct characters, but they have common contact points. Joseph AGE OCCUPATION LOCATION
34 Working adult outside Glasgow
#People_Driven
Even though their motivations to go to O2 is different, they have overlapping expectations and interests towards O2. Not only do they want new ways to share their memorable events, they also desire to use a platform to reach out to those around them during the performance. They are not just looking out for goods like merchandises or services like the cloakroom or an additional bar table, they want to explore new alternatives to sweeten what they feel during the performance.
#Highly_Adaptive #Searching_For_Multiples
To find a platform for them to socialise during the performance means we had to sieve out commonalities. By re-establishing the stakeholder map, the 3 personas have overlapped interactions with multiple stakeholders who deliver the service in the O2 venue, which means that there are periods of time during the performance where they cross paths.
DEFINING PHYSICAL ENCOUNTERS
We adopted the fly-on-the-wall approach and observed people’s movement. We then proceeded to map them out with accordance to the stages as stated on the blueprint ( In-O2 Venue phase ).
M
SMOKING AREA
SMOKING AREA 3
6 3
TOILET
BAR
3
5
M
STAGE 5
4 2
6 3 CLOAK ROOM
4
1 7
EXIT
TOILET
BAR
4 SMOKING AREA
M
3
TOILET
BAR
12
STAGE
CLOAK ROOM
2
CLOAK ROOM
STAGE 5
2
2 1
4
17
4
EXIT
1
EXIT
SMOKING AREA 3
5
Being aware of human flow is crucial towards understanding users’ interaction
M
4
TOILET
BAR
STAGE
1
2
CLOAK ROOM
By observing people from a total of 5 site visits, we were able to map out the overall human flow and solid concentration points within the O2 venue that have a substantial level of intra-human interaction. Two primary concentration points are : the bar during intermission and the front of the stage during the performance.
EXIT
The two primary contact points will later became platforms for people to initiate conversation, and this temporary-induced relationship will later become a part of memory that is fresh, exciting and permanent. The merchandise point (M) is also interesting to look at as it is a point of convergence for people of opposite personalities (The Passionate Individual and The Muse Nomad).
PROGRESSION AND DIRECTION A “research-prototype-evaluate� cycle was conducted to progress to our final outcome. Through user feedbacks , group site visits and more in-depth research, we have produced improved iterations of the O2 user journey and blueprints, and have evaluated them to make sure they are the most correct and up-to-date. Due to the nature of O2 venue being noisy and too much of a crowd, we were not able to do a co-design workshop with the people whom we contacted from our questionnaire. However, we suggested our design directions during meetings over the queuing process and their feedbacks were helpful in getting the details of our final design direction user-centric.
By printing out different iterations of our user journey and blueprints, we were able to fully utilise service design methodologies into the practical context of O2 Glasgow.
The performer from the Great Gatsby Annual performance was sharing her stories with me about her experience with O2 !
SERVICE DESIGN PREPOSITION
Current usage lifespan of ticket Re-designed usage lifespan of ticket
By evaluating the different affordances in the O2 tickets, we strive to augment users’ experiences by re-designing the O2 service with the main mode of medium as the O2 ticket.
DESIGN PROPOSAL According to the current blueprint, we realise that the ticket is the most valuable yet essential mode of encounter towards the performance, but its usefulness is short-lived because it is solely used for entry into the O2 venue, with regards to the O2 service. Our proposal is to increase the relevance of the O2 ticket towards the users by combining their wants & expectations, and provide a common platform for people to start dialogue and socialise. We also have come up with add-on services such as a more streamlined ticketing system and providing an option for users to purchase merchandise with their ticket such that users will be at the state of anticipation during the waiting time, with the hopes to receive their goods and with the aim to use them during the performance.
4
7 5 8
Storyboard
1
2
3 6 On the day of performance, Stella went early with her friend and queued outside O2.
9
INTERACT
An O2 staff checked Stellaʼs ticket at the entrance.
10
CIDER RUM
GIN
VODKA SOFT DRINK
WANT A MIXED DRINK ? BUY ANY COMBINATION WITH YOUR COLOUR BANDS AND GET 20% OFF!
11 And she got a red wristband, which is the same colour as she chose for her ticket.
She went to the bar as usual and found thereʼs a new discount for mixed drink. But she needs to find someone with another colour on their bands.
Re-designed usage lifespan of ticket
RE-DESIGNED USER JOURNEY
Ticket band as a medium to socialise.
Instagram and Social media as ways to promote the active participation of using the ticket service. Easy-to-follow instructions are delivered together with the ticket.
Advertisements to promote mixing of people
17
FINAL FRAMEWORK
16 The bands and tickets becoms Stellaʼs precious memories.
After the performance, they exchanged the stick ers on their bands to remember this new friend ship.
14
12
Then she noticed a ʻTravelerʼ sitting at the bar alone, and she thought it would be nice to talk to him.
15 13
They had a lovely talk and by showing the bar tender their bands, they both got a discount drink.
The main mode of medium towards re-designing the O2 service is the ticket band. According to the new storyboard, each colour signifies a statement that the user feels best represents him or her. This is delivered with the ticket to the user’s address before the performance. Upon entry into the O2 venue, the ticket band is wrapped around the user’s wrist and during intermission or after the performance, the colour stickers on the bands are exchanged between users to materialise their friendship and provide a reminder of how temporary yet gratifying those short moments were.
And of course they watched the show together.
FURTHER AHEAD... If we had more time we would have curated these bands and tried it on real-life scenarios for user testing. However, we have asked O2 users on their general feedbacks and they are positive towards this new socialising idea.
The ticket becomes a “colour palette” that shows the variety of people you have met during your visits to the O2 Glasgow. Users are able to use the band to show support for the performer.
A B
SMS (VERIFICATION)
PHYSICAL EVIDENCE
CUSTOMER ACTION
PREVIOUS PERFORMANCE INFORMATION / REVIEW ONLINE
WEB SITE / SOCIAL MEDIA / APP
OFFLINE
LOCATION
POSTER ( ONLINE )
EMAIL (CONFIRMATION) TICKETMASTER PLATFORM
PAPER TICKET
APPROACH
ENQUIRE / TRYING
PURCHASING
ONLINE
FRONT STAGE
BACK STAGE
SUPPORTS
FRIENDS
WEB SITE APP
ONLINE TICKETING SYSTEM [ LINKING TO TICKETMASTER ] PROVIDING BASIC INFORMATION ABOUT VANUE AND ANNUAL PLAN
BOX OFFICE
BOX OFFICE UPDATING PERFORMANCE PLAN ON THE WEBSITE
ORGANIZE PERFORMANCE SCHEDULE ( ANNUAL )
WAITING
SELECTING THE NUMBER OF PEOPLE
SHOWING ORDER DETAILS
SIGN IN
LINKING TO PAYPAL AMEX / VISA
QUEUING
NOTICE FURTHER INFORMATION ABOUT THE VENUE / PROMOTION
OFFLINE
RELEASING FURTHER INFORMATION
ADVERTISING THROUGH DIFFERENT CHANNELS
COORDINATING SUPPORT
MARKETING SUPPORT
OTHER CUSTOMERS
BUYING OPTIONAL THINGS THROUGH THE APP
SELLING THE TICKET BEFORE STARTING THE PERFORMANCE
PREPARING PERFORMANCE
STAFFS
PREPARING PERFORMANCE BACKSTAGE CREW SETTING ALL OF THE EQUIPMENT
TICKETMASTER ( OFFICIAL PARTNER )
LEAVE
GETTING FURTHER INFORMATION PROMOTIONS /
FRIENDS
SEARCH ENGINE
SOCIAL MEDIA OFFLINE
PAPER TICKET
PAYING THROUGH PAYPAL OBTAINING THE TICKET
ENQUIRING OBSERVING THE BASIC INFORMATION ( TIME / DATE / VANUE / PERFORMER )
FRIENDS
APPLICATION : O2 ABC ACADEMY
WEB SITE / SOCIAL MEDIA / APP
BUILDING / POSTER ( PAPER )
AWARE / DISCOVER
OTHER USERS INTERACTION
ONLINE PRINTABLE TICKET DIGITAL TICKET (QR CODE)
PERFORMANCE
C
CUSTOMER ACTION
CHOOSE THE PRICE AND LOCATION
ONLINE INFORMATION
FRONT STAGE
BACK STAGE
SUPPORTS
SELECT THE NUMBER OF PEOPLE
LOG IN
CHOOSE THE COLOUR OF BANDS
LOG IN PAGE
PRIORITY SUPPORT ( APP / WEB SITE )
TICKETMASTER ( OFFICIAL PARTNER )
CHOOSE THE MERCHANDIES
CHOOSE DELIVERY AND DONATE
ONLINE INFORMATION
O2 WEBSITE SHOWS HISTORICAL OPTION
O2 WEBSITE AND SYSTEM STAFF
SOCIAL MEDIA
MAINTAIN
CUSTOMER SUPPORT ( E-MAIL / PHONE LINE )
WEB SITE / SOCIAL MEDIA / APP
GET THE INFORMATION OF PERFORMANCE
WEB SITE APP
PERFORMERS TUNNING THEIR INSTRUMENT
RE-DESIGNED BLUEPRINT PHYSICAL EVIDENCE
UPLOADING PHOTO OR REVIEW THRUGH ONLINE CHANNELS
PAY
PAYMENT PAGE
O2 WEBSITE AND SYSTEM STAFF
BANK
WAIT
TICKET AND MERCHANDIES
GET THE TICKET AND MERCHANDIES
COMFIRM E-MAIL
TICKET WITH OTHER MATERIALS AND MERCHANDIES
O2 SYSTEM SEND COMFIRM E-MAIL AND PROCESS ORDERS
POST OFFICER DELIVER THEM
O2 STAFFS AND BANDS
POST SYSTEM
USER-CENTRIC UI / UX DESIGN According to the blueprint, the ticketing sytem and it steps are of paramount importance as it acts as a common platform of ticket purchase across multiple modes of encounter that a user may utilise to be directed to the O2 ticketing page. The improved UI / UX design of the the O2 ticketing system does not only make the system more streamlined and efficient, it also provides seamless and intuitive steps to making users’ experience easier and more convinent.
OLD UI/UX STEPS
Choose ticket
Opt to donate
Choose self-print or home delivery of ticket
Log In
Payment Verification and Confirmation
Opt to donate
Choose self-print or home delivery of ticket
Payment Verification and Confirmation
NEW UI/UX STEPS
Log In
Choose ticket
Choosing type of representation (colour of the band)
Opt for merchandise purchase
DESIGN FOR PERIOD POVERTY Inclusive Design for UK female demographic
Second Runner-up / Commended Prize GSA Postgraduate Sustainability Award 2018
INTRODUCTION The term “period”, also known as menstruation, is referred to as a part of the menstrual cycle when a woman bleeds from her vagina for a few days to a week. Females go through this biological phenomenon from as young as 11-year-old, until they reach the age of 45 to 55 when menopause begins.1
Menstruation, to some women, is an irritable process that can be endured, but for others, going through a period is a particularly difficult experience. Health conditions such as endometriosis can cause painful and heavy periods, while polycystic ovary syndrome (POS) leads to irregular menstrual cycles.2
Despite the subjectivity and complexity of menstruation, females are dependent on sanitary products to go about their daily activities during their menstrual period.
Since they have been first introduced to the market in 1888,3 these sanitary products are not only utilised to stem menstrual blood flow but also designed in a variety to bring comfort and hygiene in different contexts. Over the last couple of years, sanitary products have been the centre of debate from two main perspectives. From a legislative perspective, the material composition and production process of sanitary products deserve to be known for the safety and health of female users. This problem has been tackled with the passing of the law made by the Food and Drug Administration (FDA) in 1975, which enforces companies to standardise absorbency levels and include warnings on tampon boxes.4 On the other hand, from a human rights perspective, some have focused on “period poverty”, highlighting the fact that there is a certain part of the demographic population, who are mostly living on low-income or benefits, that lack capability of affording these sanitary products. Indeed, with the nature of poverty and stigma towards menstruation, providing access to sanitary products remains one of the most difficult aspects of period poverty to tackle.
Indeed, with the nature of poverty and stigma towards menstruation, providing access to sanitary products remains one of the most difficult aspects of period poverty to tackle.This is unfortunately due to a false choice in the governmental system where the settings of an environment seem inappropriate for such an issue. In the context of the UK, the VAT on sanitary products remains a debatable topic where a frequently used and much-needed product is still taxed in the 20th century, as compared to 5% VAT smoking cessation products and 0% VAT male grooming products.5 As such, media coverage report stories of people who are experiencing period poverty, 6 and activist campaigns accentuate the need to distribute free sanitary products for all.7 As these approaches aim to instigate a solution with the government to eradicate public poverty, my design aims to present a dignified option in the in-between time for females in need, and form constructive discussions among the public while a solution like that is met out.
U N D E R S TA N D I N G C O N T E X T A N D C A S E S T U D Y A N A LY S I S Period poverty is becoming more visible in developing and developed countries, as solutions and variations exist to tackle some aspects of period poverty have managed to be scalable between you and I, such as buy-1-donate-1 sanitary product initiatives, communityinitiated sanitary donation boxes and mobile applications that provide outreach to those who are in need of them.
However, they are concentrated on consumer goods for purchase and distribution, rather than being a part of public amenity for a more complete and effective intervention. In societal setting, according to the Guardian, one in 5 of over 1,000 respondents mentioned that they have to go without sanitary products due to financial constraints.8 One in 10 also stated that their circumstances required them to prioritise other necessities rather than sanitary products.9 Thus, this representative sample has shown how period poverty is still being overlooked in the society.
BUY-1-DONATE-1 sanitary products by Heygirls
Educational setting is another area that needs to be considered. From a survey conducted by Young Scot that involved young people and students, around 26% said that they found difficulty in getting access to sanitary products, with the main reason of not 10 having the financial means to buy them. With various articles stating that some girls are missing education in order to manage their menstruation,11 these information translates into a strong indication that getting access to sanitary products is reciprocal to educational attainment.
In Scotland context, where education is complimentary, it is only natural for these girls with extenuating circumstances to not only be assisted with institutional intervention, but also a suitable channel for them to feel comfortable to receive help while attending school.
TAPpad by NUS Industrial Design & ESSEC Business School
Image from tapforpad.strikingly.com
S I T E V I S I TAT I O N To gather more robust data to substantiate how widespread and impactful period poverty is in Scotland, I approached Community Food Initiatives North East (CFINE) Aberdeen for assistance and was permitted to attend site visits and conduct workshops with different stakeholders and beneficiaries. CFINE Aberdeen had been the dominant distributor and coordinator of a six-month pilot scheme funded by the Scottish government, which was held between September 2017 and February 2018 (footnote). The main aim of this scheme was to provide free-of-cost sanitary products to lowincome households and students in participating institutions while making use of CFINE’s existing logistics support, with the hopes of implementing this initiative to other local partners that already have sound connections with CFINE.
Research Process and Methods I :
CONDUCTING INTERVIEWS & CO-DESIGN WORKSHOP Earlier to the project, I ran interviews at CFINE to test waters on users’ responses to this intervention. I realised that it is not a matter of services or schemes that are unable to cope with demand, but a matter of individuals not seeking aid at times. Despite admitting that they found it difficult to afford sanitary products, people facing this issue were surprisingly hostile towards this intervention and turned down support initially due to the embarrassment factor. However, after returning visits, they were more ready to receive help. This is a very telling of us as a society where affordability issues are seen as secondary and judgemental in developed countries, which is why the more visible inclusion and public consciousness is necessary. In addition, there are non-homogeneous and highly varied individuals who face period poverty. Reasons I have encountered from stakeholders’ interviews can range from priorities for families where mums and daughters sacrifice their purchase of sanitary products for food and shelter, to homeless individuals who face unexpected circumstances such as losing one’s job or death of her spouse that lead to a sudden change in income and displacement from society which makes them incapable of purchasing sanitary products. There are also students who become the main pillar of their families and bare the responsibility of their siblings due to their parents being in an improper situation to tend to them.
The highest barrier for users to overcome comes even before she is able to use the service. The sign-up process takes place with a staff who is often a stranger. It is greatly uncomfortable for the user to confide confidential information in someone she does not have relations with.
The development worker whom I met in CFINE showed me how easy and versatile a reuszble sanitary product could be. However this outreach has been insufficient in promoting the usage of these efficient products.
From the start of the scheme, companies such as HEY GIRLS and MOONCUP approached CFINE to provide free-of-cost sanitary products. Not only did the scheme improve the existing relationships between CFINE and local institutions & community centres, it also provided channels for CFINE to open connections with other female lifestyle and sanitary companies with user-centric principles.
A woman who is experiencing period poverty has indicated a particular stage she found challenging. Through subsequent conversations and interviews, a blueprint and user journey were co-produced and clarified by present users.
The Trussell Trust
Fareshare network
Ministry of Health
GOVERNMENTAL Grampian Women’s Aid Inchgarth CC
ORGANISATIONAL
Rape Crisis Campaign Ministry of Housing
Ministry of Equal Opportunities
Fersands & Fountain CC Temporary Accomodation Unit
Deside Family CC
C
A
Tillydrone Community Flat
INDIVIDUAL Cummings Park CC
B
Aberdeen Maternity Unit
St. George’s Church)
North East Scotland College Torry Academy INSTITUTIONAL Robert Gordon University
Despite a myriad of females who experience period poverty, they can be subcategorised into three primary personas: single parents, students from lowincome households, and homeless female individuals. Through the collation of individual interviews, I mapped this information with a typical user’s journey who have gone through the Aberdeen pilot scheme. In addition, through the collection of interviews and secondary data 12 with regards to the group’s respective percentage of the user base, the frequency of service usage, and the type of sanitary products used, I was able to analyse how the type of outreach affected the participation rate, as well as the level of the humane element involved in the scheme, which affected the level of comfort and discretion in respective groups.
By translating experiences into emotional tangibles, user experiences from these primary groups are visually mapped to sieve out insights. They then became the human-centric compass to drive the project forward.
CFINE (foodbank)
Ministry of Education
IDENTIFYING USER BEHAVIOUR AND CHARACTERISTICS
St. Machar Academy
A
Single Parent
B
Student from low-income
C
Homeless Individual
CC
Community Centre
A
B
C
MENSTRUATION
FEEDBACK CO NSUM PTION
MAINTAIN
USER ACTION
AWARE / DISCOVER
APPROACH
ENQUIRING / TRYING
EMERGENCY
The user is either notified of the scheme by third sector organizations and regeneration areas, or educational institutions in the context of users who are students.
The user is required to approach a staff member in an open plan space and then sign up for the pilot scheme with him/her in a private room.
The user is given three options to have access to the products that are used for her montly menstruation.
The user is not equipped with a sanitary product during her menstruation.
INTERACT
FREQUENT
VALIDATION The user washes the reusable product for her next menstruational cycle.
The user is given a series of questions with regards to the effectiveness and the impact of the scheme.
The user becomes more confident and reliant on the pilot scheme as her suggestions are heard and dialogue with the front staff becomes more comfortable.
HOME DELIVERY SERVICE CONTRACEPTION INTAKE
CLOSE FRIENDS / FAMILY MEMBERS
A HEARS ABOUT THE NEW SCHEME
USER FINDS IT UNCOMFORTABLE TO
TYPE OF GENDER ALSO MATTER
GREATER BUT LIMITED VARIETY IS INTRODUCED AS PILOT PROGRESSES
USER BORROWS AN UNUSED
USER UTILISES REUSABLE
THROUGH REGULAR VISITATION.
SIGN UP AND SPEAK TO SOMEONE
ESPECIALLY WHEN A MAN IS
AND SPECIFIC REQUESTS ARE TAKEN INTO ACCOUNT.
SANITARY PRODUCT OR MONEY
SANITARY PRODUCT WHICH
VARIATIONS OF SANITARY PRODUCTS
DAILY ACTIVITIES TO SUPPORT
ABOUT THIS PERSONAL ISSUE.
SERVING THE USER IN THE
TO BUY A SANITARY PRODUCT.
MEANS LESS VISITS TO
ARE INTRODUCED TO BENEFIT THE
HER FAMILY.
COMMUNITY CENTRE.
USER.
USER BORROWS AN UNUSED
USER UTILISES REUSABLE
MORE TYPES OF DISTRIBUTION AND
USER IS ABLE TO ATTEND SCHOOL
SANITARY PRODUCT OR MONEY
SANITARY PRODUCT WHICH
VARIATIONS OF SANITARY PRODUCTS
NORMALLY AND CONTINUE HER
TO BUY A SANITARY PRODUCT.
MEANS LESS VISITS TO THE
ARE INTRODUCED TO BENEFIT THE
EDUCATION.
DESIGNATED COLLECTION
USER.
COMMUNITY CENTRE.
MORE TYPES OF DISTRIBUTION AND
USER IS ABLE TO GO ABOUT
CLOSE FRIENDS / FAMILY MEMBERS
B NOT VERY AWARE OF THE SCHEME AS SHE IS NOT
EMBARRASSMENT IS A HUGE FACTOR
THE USER FEELS SHE IS “IN NEED” OR “ IN A
ACTIVELY INVOLVED WITH AN ORGANISATION OR
ESPECIALLY FOR YOUNG PEOPLE LIKE
CONDITION ” THROUGH THE CLINICAL SETTING OF
THIRD-PARTY NETWORK.
THE USER.
THE INSTIUTIONAL ENVIRONMENT.
AREA IN SCHOOL.
C
MODE OF ENCOUNTER HUMAN
DIGITAL
PHYSICAL
SOCIAL MEDIA
THE COUNCIL NOTIFIES THE USER OF THIS SCHEME
USER FINDS IT UNCOMFORTABLE TO
TYPE OF GENDER ALSO MATTER
USER IMPROVISES ON FORM OF SANITARY
USER UTILISES REUSABLE
MORE TYPES OF DISTRIBUTION AND
USER IS ABLE TO GO ABOUT
WHILE SHE LIVES IN TEMPORARY HOUSING.
SIGN UP AND SPEAK TO SOMEONE
ESPECIALLY WHEN A MAN IS
PRODUCT THAT SHE GETS HOLD OF.
SANITARY PRODUCT WHICH
VARIATIONS OF SANITARY PRODUCTS
DAILY ACTIVITIES AS SHE STARTS TO
ABOUT THIS PERSONAL ISSUE.
SERVING THE USER IN THE
MEANS LESS VISITS TO
ARE INTRODUCED TO BENEFIT THE
SETTLE DOWN AND FIND A JOB.
COMMUNITY CENTRE.
COMMUNITY CENTRE.
USER.
WORD OF MOUTH
VOLUNTEERS / SUPPORT WORKERS / KEY STAFF
COFFEE MORNINGS / INFORMATION STANDS / LEAFLETS ARTICLES SOCIAL MEDIA
FOOD DELIVERY STAFF SCHOOL NURSES / CLINICAL STAFF
PHONE INTERVIEWS / APPOINTMENT- BASED DIALOGUE SANITARY VENDING MACHINE
SURVEYS
INSIGHTS FROM U S E R J O U R N E Y A N A LY S I S Too Intimate for Comfort
Isolated, Clinical and “In Need”
Users had to go through a sign-up process which will then give them permission to get access to free sanitary products. The sign-up process (appendix) was mandatory as this pilot scheme was a pioneer project by the Scottish government, and hence, data collection was crucial to determine the necessity of this scheme. However, from the perspective of users, having to face a stranger that required the dialogue of personal information and sensitive issue meant that the scheme demonstrated poor sensitivity to the social dynamics, which made many users awkward and uncomfortable to even approach the service for help.
CFINE initially targeted educational institutions and community centres as their two main channels to distribute free sanitary products, with an expectation that the uptake in schools would be much higher than the latter. However, the participation rate and product consumption were much lower than anticipated, and this was mainly due to the setting of the environment that did not acknowledge basic needs such as dignity and comfort. Upon visitation, students were directed towards school nurses and guidance staff, and this process made the issue to be a clinical one and picture period poverty as a social failing and economic condition in the context of a potential user, when it is actually a biological situation worthy of concern.
The Need To Translate Interest Into Action For Reusable Sanitary Products While the pilot scheme progressed, feedbacks were of paramount importance as they were treated as a solid base to either improve the scheme or to curate iterations of such schemes in the future. From these feedbacks, many participants showed great interest in the trial of reusable sanitary products, as reasons include the decrease in the number of visitations to collect the products, as well as the longevity of usage which meant that they still have access and ownership to sanitary products even if the scheme was at any chance, completely abolished. However, the scheme did not accommodate to this behaviour with the exception of a voluntary “Reusable Steering Group” which was created to provide a considerate level of outreach to promote these products. In this context, the accessibility and development towards the provision of education programmes to assist females in the usage and maintenance of sanitary products have to be considered in the scheme, as much as how it is a viable aspiration to potential and past users.
INTERPRETING THE SYSTEM BEHIND GOOD INTENTIONS
The curation of blueprint for system analysis
Voluntary manpower stagnates the momentum for the scheme to function
Menstrual equity is an additional layer that became overlooked by period poverty
The juxtaposition of offering aid to the aforementioned conflicts experienced by users was intriguing, which led me to explore the workings behind the good intentions. From a service design perspective, the blueprint aspires to show the system of CFINE as an existing form of intangible infrastructure that can be tapped into for further improvements.
One of the implications that the scheme faced was the consistent change of volunteers who assisted in the delivery of the scheme. Despite the permanency of certain volunteers, it was comparatively minor to the ever-changing pool of manpower. Hence, due to the nature of a third sector network, users had to meet with strangers in almost every visitation, and this made them more uncomfortable in having conversations about this sensitive and personal topic.
The topic of menstruation is multi-faceted and segmenting the issue of period poverty restricts the extent of impact and the effectiveness of a potential intervention. Females face a universal problem of not having a sanitary product with them when they have their periods unknowingly, and this problem is usually known through visitations to the restroom. Distributing free-of-cost sanitary products is naturally a female-centric human right, and this provision should not only cater to those who face period poverty, but also to others who face monthly emergencies. The topic of period poverty needs to be prioritised with the consideration of menstrual equity, particularly in a governmentally initiated and funded intervention.
MENSTRUATION PRIOR EXPERIENCE & MUTUAL UNDERSTANDING FROM OTHER MEMBERS
ONLINE OFFLINE PHYSICAL EVIDENCE
PRE-PAID CARDS & CASH ARE INTRODUCED FOR FREEDOM OF PURCHASE
ARTICLES / SOCIAL MEDIA
SOCIAL MEDIA
SIGN-UP FORM AND RELEVANT PAPERWORK FOR ELIGIBILITY OF SCHEME
REUSABLE / NON- REUSABLE / UNBRANDED / BRANDED SANITARY PRODUCTS
MAKESHIFT ALTERNATIVES
INFORMATION STANDS / PRINT ADVERTS
TOWELS / TAMPONS
TOILET PAPER
COFFEE MORNINGS
REUSABLE TOWELS
SOCKS
MENSTRUAL CUPS
NEWSPAPER
VARIES DEPENDING ON HOW THE ORGANISATION WORKS WITH USERS
PHONELINE / SURVEYS
FEEDBAC K CO NSUM PTION
MAINTAIN
USER ACTION
OTHER INTERACTIONS
AWARE / DISCOVER
APPROACH
ENQUIRING / TRYING
EMERGENCY
The user is either notified of the scheme by third sector organizations and regeneration areas, or educational institutions in the context of users who are students.
The user is required to approach a staff member in an open plan space and then sign up for the pilot scheme with him/her in a private room.
The user is given three options to have access to the products that are used for her montly menstruation.
The user is not equipped with a sanitary product during her menstruation.
VALIDATION The user washes the reusable product for her next menstruational cycle.
The user is given a series of questions with regards to the effectiveness and the impact of the scheme.
CLOSE FRIENDS / FAMILY MEMBERS
WORD OF MOUTH “ REUSABLE STEERING GROUP ” ESTABLISHED TO PROMOTE USAGE OF REUSABLE PRODUCTS
ONLINE
OFFLINE
VOLUNTEERS / SUPPORT WORKERS
KEY STAFF OF FOOD BANK (CFINE)
FOOD DELIVERY STAFF
SANITARY VENDING MACHINE
SCHOOL NURSES / CLINICAL STAFF
BACK STAGE
The user becomes more confident and reliant on the pilot scheme as her suggestions are heard and dialogue with the front staff becomes more comfortable.
PRODUCT SPONSORS / MEDIA COMPANIES / VOLUNTEERS / BENEFITIARIES VOLUNTEERS / SUPPORT WORKERS
FRONT STAGE
KEY STAFF OF FOOD BANK (CFINE) SCHOOL NURSES / CLINICAL STAFF
ORGANISE GROUP ACTIVITIES
CONTACT EDUCATIONAL
AND INITIATIVES TO PROMOTE
INSTITUTIONS AND COMMUNITY
THE PILOT SCHEME
CENTRES TO DRIVE THE SCHEME
PREPARE STOCKED PRODUCTS TO BE
NEW ALTERNATIVES OR TYPES OF
COMPANIES PRODUCE AND
SURVEYS ARE CONDUCTED AND FEEDBACKS & DATA ARE GATHERED TO ANALYSE
DELIVERED TO USERS
PRODUCTS ARE ADDED
SUPPLY SANITARY PROUCTS
AND IMPROVE PARTICIPATION, EFFICIENCY AND EFFECTIVENESS OF THE SCHEME.
Community Food Intiatives North East (CFINE) - main coordinator & distributor which is run by core volunteers and key staff
SUPPORTS
INTERACT
FREQUENT
COORDINATING AND PUBLIC RELATIONS SUPPORT i.e FareShare Network
LOGISTICS / SANITARY COMPANIES AND STORAGE SERVICE SUPPORT
CAPITAL SUPPORT FROM SCOTTISH GOVERNMENT AND CHARITABLE CAUSES
COSTUMER SUPPORT ( PHONE / PHYSICAL SURVEYS)
LOGISTICS SUPPORT STOCK / MAINTANENCE SUPPORT
COSTUMER SUPPORT ( PHONE / PHYSICAL SURVEYS) EXTERNAL SUPPORT ( PRODUCT FUNDING / MEDIA EXPOSURE )
DEFINING DESIGN OPPORTUNITIES AND REQUIREMENTS While this project does not aim to be a solution to fully eradicate period poverty, it seeks to bridge the gap with menstrual needs, public perceptions and policy flaws.
MENSTRUATION FEEDBAC K CO NSUM PTION
MAINTAIN
USER ACTION
AWARE / DISCOVER
APPROACH
Design Opportunities
1
ENQUIRING / TRYING
EMERGENCY
FREQUENT
VALIDATION
2 3
Design Requirements
DIGNITY DISCRETION ACCESSIBILITY
Offering a helping hand can sometimes signify that the receiver of aid is in a helpless position. Not everyone is levelled at the same place, and it is an undeniable fact that not everyone is socially or economically supported.
Likewise, due to the embarrassment factor, revealing confidential information about oneself is often uncomfortable. Not only is being anonymous a factor that is much needed, but also the potential intervention should consider the kinds of approach to provide the correct setting for users to feel respected.
The provision of sanitary products does not only apply to the physical proximity between the user and the access point, but also the emotional proximity between the user and the nature of such points. As such, both the environment and its atmosphere come hand-inhand to determine the level of capacity to enable users to utilise the service.
INTERACT
For users, the most minimal of a humane element is desired particularly when they had to ask for help, as it requires a level of preparedness for them to feel ready to receive help.
What if my design is able to acknowledge this fluctuation within users and provide a medium that instigates a sensible level of comfort for users to receive these products? 1 In addition, my design has to incorporate the topic of menstrual equity, which in it period poverty is a subset.
What if the provision of sanitary products is “ for all females�, regardless 2 of income level? This will then help to normalise the topic of period poverty as both users and the public will not associate it with a condition of economic or social failure that should be sympathised rather than empathised.
The field of reusable sanitary products needs to be considered as it is evident that the usage of it may bring a huge impact to potential users, especially to those who have limited access to sanitary products. With proper outreach and education, users will have access to a sanitary product for as long as 6 years as compared to the temporary monthly lifespan of their disposable counterparts. However, there is a certain degree of resistance towards the usage of reusable products, which includes the humiliation factor of washing it in a public restroom and the possibility of blood spill.
What if this opportunity can be realised through the right kind of tools or methods to provide a transitional phase for users from disposable to reusable sanitary products? 3
These design opportunities should be integrated with proposed design requirements that take into consideration of users’ needs.
DIGNITY
DISCRETION
ACCESSIBILITY
E V A L U AT I N G DESIGN POSSIBILITIES Due to the potential of an intervention to go big scale, as it is a part of a public service, possible design opportunities were explored in terms of two categories :
Minor Ailments Scheme By building on the minor ailments scheme, 12 potential users are able to approach a local pharmacist that is nearest to their homes and obtain free-of-cost sanitary products, alongside with medications that are used to treat minor conditions. However, the issue lies in the degree of human dialogue, as well as the exclusion of users who do not belong to the demographic group of income-based benefits and pension credits.13 Even though the level of income is a suitable proxy, situations such as being in an abusive relationship restrict access to sanitary products despite females being in a household that has the capital to afford such products. In addition, only females from severe poverty are considered to be eligible for this scheme, which limits the user group as most users of the pilot scheme do not fall under the stated category but choose to prioritise food and shelter for their families rather than sanitary products. Tapping into an existing public scheme that increases the feasibility of implementation with maximum impact
DESIGN
“Living and Growing Education“ According to the interviews conducted with the development worker from CFINE, the “Living and Growing” Education 13 has been stagnant over the past few years. However, it has shown a small degree of improvement such as the growing variations of educational topics like the correct use of contraception and the act of bringing both female and male students together in one classroom to conduct such classes, as compared to in the past where female and male students were separated to listen to their respective lessons. This educational programme has the capability to go beyond its original purpose and has the potential to raise awareness in period education from young.
Public Restrooms A cubicle in a restroom is perceived to be a transitional space between private and public, where females often seek accomodations in using sanitary products. This existing space may be able to provide a defined space of refuge for females through a reconfiguration of activities that will aspire to meet menstrual needs. Staff Area Sanitary Dispense Machine
DIRECTION
In addition sanitary vending machines are located in every female restroom, but its utility is restricted due to the cost of dispensed products that is two times more expensive than those sold in convenience stores. Currently, there are no regulations that they actually require organizations to provide feminine hygiene products in these women’s washrooms.14 With the extra cost and uncertain stock that sanitary vending machines bring to users in a situation or environment that they need aid the most, it can be proposed that ownership is essential and highly required for the maintenance of sanitary vending machines for the welfare of users.
Partners of Third Sector Network The determinant and success of a public service implementation are dependent on how active the third sector network plays a role in maintaining a potential scheme. Partners, that include educational institutions, community centres and regeneration areas, have the responsibility to make use of the scheme and adapt it to what is best for their users. However, this requires a fixed system that is versatile and convenient to be improvised to different environments and context.
Tapping into an existing public infrastructure that provides ease of implementation with minimal enforcement for users to participate
FINAL DESIGN DIRECTION
QUARTER Quarter aspires to reimagine what a comfortable and alluding setting could look like if public amenities and services could cater to the needs of females who require more permanent aid for their menstrual cycle. The key component of Quarter is a redesigned female restroom that seeks to not only demonstrate sensitivity towards user social dynamics but also hopes to normalize the concept of providing free sanitary products as a “service for all�.
I. The idea of purchase rather than the act of receiving aid
Sanitary vending machines are located in every female restroom, but its utility is restricted due to the cost of dispensed products that is two times more expensive than those sold in convenience stores. For this iteration, the idea of purchase rather than the act of receiving aid is instilled as females can either opt to get a free sanitary product or “pay� for it. The collated amount is then used to partially fund this service.
II. Augmenting functionality of associable archetypes during unexpected situations
For hygiene during situations of emergencies, a subtle way in meeting menstrual needs centres around the deliberate action of pulling out for toilet paper in the cubicle. Not only is toilet paper a common archetype in restrooms, it is also the most accessible material that females frequently use as an alternative to sanitary products when they are cut short. However, the nature of toilet paper is deemed as improper as it limits physical freedom and brings health implications.
Through the play of association, the exposed portion of the toilet paper is essentially an improvised version of the adhesive strip that holds the sanitary pad in place. Even in a situation that the toilet paper may have dirt on it, this would not affect the lying surface of the other side (which will come in contact with human skin and pubic area) that is stored in the tissue container. This material acts as a temporary safety measure in the case of emergency when free sanitary products ran out, and it is either disposed or recycled once the user finds an appropriate sanitary product.
III. The accommodation of users’ perception and behaviour towards reusable sanitary products
By providing a less obtrusive division in an open space, users are able to wash their reusable sanitary products through perceived openness while maintaining sufficient separation between the user and others. This notion reduces the embarrassment factor of cleaning blood spill and encourage the use of reusable sanitary products. Also, posters will be up in all cubicles to promote the use of reusable sanitary products.
ONE-WAY VISION FILM This material allows the user to be aware of the surroundings, while providing privacy and shade in an open space.
A U G M E N T I N G TO U C H P O I N T S ON EXISTING SYSTEM AND INFRASTRUCTURE Quarter will be implemented in schools primarily before being adapted to the community and public settings. This is mainly due to the possibility of abuse in the system, and thus the school setting seems to be the most ideal environment to be targeted on due to the existing pool of self-disciplined demographics. It is also the most required setting to be improved on, due to the existence of current manpower such as the clinical staff and school nurses, whose roles could be improvised to suit users’ needs.
OLD TOUCHPOINTS : USER FLOW
User is not equipped with the sanitary product and is unprepared for her period
Receptionist or school nurse tells user about service
User agrees to sign up for the service
User is educated about reusable products by social service group
User uses the sanitary product during her menstrual period
User collects the sanitary product from the school nurse
User may not apply to use the service (too intimate for comfort)
User may not have brought the given sanitary product (possible irregular period)
User goes back to collect the sanitary product when it runs out
User may not feel inclined to actually try out the reusable sanitary product (embarrassment factor)
Receptionist or school nurse asks user about the quality of service
User may not want to come in for subsequent visits to collect products (isolated, clinical and “in need”)
IMPROVED TOUCHPOINTS : USER FLOW I
User discovers about the service in the restroom
I
User do not need to talk to a stranger to approach and apply for the service (minimal humane element)
User is equipped with the sanitary product regardless of her period
I
User feels that her problem is not a clinical condition and an economic or social failing.(normalising the condition with menstrual equity)
User uses sanitary product or the hygenic alternative during her period
II
User is educated about menstruation and types of sanitary products with her classmates in school
User feels safe due to high accessibility of sanitary products at an appropriate setting and the right channel.
I
User is taught how to use a reusable sanitary product by social service group
Public donations becomes reciprocal with public consciousness on period poverty.
III
User does not need to always get the sanitary product from the restroom
With proper outreach and education, user has a choice to either use reusable product or a disposable one
User is involved in a school poll to rate the quality of service
III
In the circumstence that the service halts, user still has access to sanitary product for her menstrual needs (usage of reusable sanitary product)
Research Process and Methods II :
G AT H E R I N G U S E R A N D PUBLIC FEEDBACK Brent Student
“ I like the provision of choice - you can either donate or get it for free. I think it will make people more inclined to pay because then you know where your money is used for, and it is for the better good for us all women regardless of whether or not you are experiencing period poverty.”
Sabrina Student
“ Sanitary Machines to us men are completely new, it does give us a sense of familiarity due to contraceptive machines that we see in male toilets. It does provide a speculative thought on understanding the usefulness of such a dispensing machine as an essential part of public service for females.”
Laura
CFINE Volunteer Lead and Development Worker
“The topic of menstruation should be genderless; a biological phenomenon that is only happening in females does not mean that such discussions should be limited to a group of women. We, as males, serve as husbands and companions to females. I feel the incorporation of such a system is a great start to open up the issue of menstrual equity and period poverty.”
Dave
Chief Executive at CFINE
“I think the whole framework approaches period poverty with the lens of universal inclusion... which reduces the stereotype against females as poor or helpless. Even though we do acknowledge the various situations we are in, it is all about respecting every person in the room.”
FINAL FRAMEWORK Through a framework of services driven by third sector network and public inclination to donate for the cause, Quarter will initially target those in educational settings, and then improvised to be scalable to a variety of institutional and community settings, and finally be adapted to genderneutral toilets in the future.
PRIOR EXPERIENCE & MUTUAL UNDERSTANDING FROM OTHER MEMBERS
NEW DESIGN
OFFLINE
SANITARY DISPENSING MACHINE (DESIGN I)
INFORMATION STANDS / PRINT ADVERTS ORGANISATIONS AND INSTITUTION FOLLOWS QUARTER
PHYSICAL EVIDENCE
ONLINE
ACCOMODITIES IN RESTROOM
FIXED SYSTEM
SOCIAL MEDIA REUSABLE / NON- REUSABLE / UNBRANDED / BRANDED SANITARY PRODUCTS
MAKESHIFT ALTERNATIVES
PHONELINE / SURVEYS
TOWELS / TAMPONS
ARTICLES / SOCIAL MEDIA
Redesigned toilet paper
REUSABLE TOWELS
(DESIGN II)
EDUCATION METHODS
MENSTRUAL CUPS
Other users such as males in public context, particular in gender-neutral toilets, will be aware of this scheme happening due to the posters in the restroom.
OTHER INTERACTIONS
GENDER-NEUTRAL TOILETS
AWARE / DISCOVER USER ACTION
The user is either notified of the scheme by third sector organizations and educational institutions. Most likely they will be aware of this scheme happening due to the posters in the restroom.
HUMAN
DIGITAL SOCIAL MEDIA
APPROACH
CONSIDERATION FROM PUBLIC
EMERGENCY
ENQUIRING / TRYING
The user gets the products that are used for her montly menstruation.
FEEDBACK CONSUMPTION
CONSIDERATION FROM PUBLIC
VALIDATION / MAINTAIN
The user is not equipped with a sanitary product during her menstruation.
The user washes the reusable product for her next menstruational cycle.
INCREASE PUBLIC CONSCIOUSNESS
INFORMATION POSTERS ( DESIGN III )
MODE OF ENCOUNTER
PHYSICAL
Money is donated into sanitary machine.
“ REUSABLE STEERING GROUP ” ESTABLISHED TO PROMOTE USAGE OF REUSABLE PRODUCTS
WORD OF MOUTH / COFFEE MORNINGS
DESIGN II
DESIGN III
SANITARY VENDING MACHINE ( DESIGN I ) ARTICLES
People become more aware that period poverty exists and understand the need for menstrual equity.
PHONE INTERVIEWS SURVEYS
VOLUNTEERS / SUPPORT WORKERS / KEY STAFF / SCHOOL NURSES ( DESIGN III )
SOCIAL MEDIA
BACK STAGE
ORGANISE GROUP ACTIVITIES
CONTACT EDUCATIONAL
AND INITIATIVES TO PROMOTE
INSTITUTIONS AND COMMUNITY
THE PILOT SCHEME
CENTRES TO DRIVE THE SCHEME
PREPARE STOCKED PRODUCTS TO BE
COMPANIES PRODUCE AND
NEW ALTERNATIVES OR TYPES OF
SURVEYS ARE CONDUCTED AND FEEDBACKS & DATA ARE GATHERED TO ANALYSE
DELIVERED TO USERS
SUPPLY SANITARY PROUCTS
PRODUCTS ARE ADDED
AND IMPROVE PARTICIPATION, EFFICIENCY AND EFFECTIVENESS OF THE SCHEME.
Community Food Intiatives North East (CFINE) - main coordinator & distributor which is run by core volunteers and key staff
SUPPORTS
COORDINATING AND PUBLIC RELATIONS SUPPORT i.e FareShare Network
LOGISTICS / SANITARY COMPANIES AND STORAGE SERVICE SUPPORT
CAPITAL SUPPORT FROM SCOTTISH GOVERNMENT AND CHARITABLE CAUSES
COSTUMER SUPPORT ( PHONE / PHYSICAL SURVEYS)
PUBLIC SUPPORT (DONATIONS COLLECTED FROM SANITARY VENDING MACHINE)
STOCK / MAINTANENCE SUPPORT
COSTUMER SUPPORT ( PHONE / PHYSICAL SURVEYS) EXTERNAL SUPPORT ( PRODUCT FUNDING / MEDIA EXPOSURE )
CONCLUSION AND FINAL THOUGHTS From my final framework, it may be predicted that there would be a certain degree of abuse towards the new system. However, with the rise of consciousness from educational programmes in schools, it can be deduced that this mentality will be translated into self-disciplined actions that will hopefully display consideration towards users who need it more. While innovation has to be inspirational and design seeks to be aesthetical, through my design, I aspire design innovation to bring out the beauty of empathy that aims to create a more accommodating system for the highlyvaried and non-homogenous females who experience period poverty. The nature of poverty and stigma towards menstruation may appear to be a “blanket� term for the masses, but such a complex topic combined with design innovation hopes to show the many shades of period poverty that will raise public awareness. Through this combination, I hope my design approach to public schemes like this can become a reliable framework of services that will act as a solid base to normalise the concept of period poverty with everyday experiences.
Do I really need this?
DESIGN FOR FUTURE BANKING FOR YOUNG WORKING ADULTS Second Runner-Up NUS Collaborative Studio Designed with Hillary Hoe
Customised Probe according to Studying or Working Millennials
THE RIGHT KIND OF METHOD AND PROBES MATTER FOR USER RESEARCH
In the collaborative studio with OCBC Bank Singapore, we were tasked to design for a specific demographic, which is young working adults. To us, this means thinking in context with regards to the right kind of probes for ethnographic research. We wanted to be creative in gathering data while imparting familiarity into the probing exercise. We concluded that a visual logbook will give us a good scope in understanding not only their financial habits but also their social influences and daily behavioural patterns that may prompt them to spend more or less.
#studentmeal
#NUSfoodclique
#cafe_outing
#membership_perks
PICTURES STORIES #notes_fromchurch
#gradu
#houseparty
#Tim Ho Wan
uation #photoshoot
#collection
#love #partner
#postwork #gathering
#Pastamania
#souvenir_kakaofriends
#gradtrip #travel
Existing Features
Inflow and outflow of cash is recorded in codes that is inconvenient for user to understand and track their spendings through ibanking.
expenditure tracker
expe analy
Learning about Investments
MONEY IN$IGHTS
A variety of card designs
Services pro by OCBC fo Transitional
TYPES OF INDIVIDUAL
Better Rebates
(22 to 37 years old)
OCBC ACCO Working Adults
Students
Transitional Phase When I need to eat out, I usually look out for student discounts because I will not get them when I start working!
PERSONAL
I tend to check my balance regularly to keep track of my expenses and I realise I spent a lot more than I expected.
I tend to spend more on expensive goods because I to earn and I feel that I ne remind myself that I canno spend so much...
I am going to graduate in a few months time... and I need to start spending smart and save for housing, and pay for my student loans....
ETHNOGRAPHIC FINDINGS Primary and Secondary Research A steady increase in card usage & online payments means there is a higher demand in understanding personal spending habits through digital means besides the standardised online banking system.
enditure ysis
Going out with friends does not happen so often after we started working... so I tend to plan our gathering more carefully and try to meet up on our special days !
I become very busy so I try to be there for my parents’ birthday and get something nice for them because I am earning...
ovided or Phase
C 360 OUNT
I start eed to ot
Easier transaction services available
PAYNOW WITH OCBC
SOCIAL
1
2 OR
Via mobile number
GROUP OF MILLENNIALS
Via identification /NRIC number
INSIGHTS
Young working adults need a “SMART� digital service to effectvely track and understand transaction history
Young working ad comparisons to ge affordability
dults desire price et the most ideal y & benefits
Young working adults hold great value in both “climax” & “everyday” moments of their lives
How might we augment users' experiences beyond the convenience of checking their transactions by bridging empathy and digital technology at a personal level?
Introducing
FRIDOR
FRIDOR aims to provide personal attachment and guidance to sustain healthy financial habits. By combining technical aspects and emotional touch, GEN-Y users are able to effectively track their expenses, customize and analyze their spendings, and celebrate their precious moments to the fullest.
DIGITAL TECHNOLOGY MADE RIGHT FOR BETTER USER EXPERIENCES
According to our interviewees and potential users, one of the most common deterrence of using financial tracking alternatives besides mobile banking applications is due to the manual and purposeful input of their financial transactions. With Fridor, it helps users to track their real-time spending by prompting them to label transactions once they swipe their credit or debit cards. Besides this seamless recording of daily expenditures, Fridor syncs users' calendars with their financial spendings such that they will never miss out on spending right for their loved ones.
GOING BEYOND UTILITARIANISM OF BANKING SERVICES
Not only do we design Fridor to be practical for users, we believe that digital applications need to be delightful for use. Fridor goes beyond the red and white colours of OCBC bank and is designed with bright colours to provide greater appeal to young adults.
Introducing
FRIDOR
User Journey Map
holic identity
ACTIVATED in 3 simple steps
FRIDOR syncs with your O account and your card tra
Hello Alice you’re a FOODIEHOLIC
let’s get you start
consumption (i.e. subsc
How
FRIDOR works
Fridor provides a personal touch by dedicating a holic-related identity to the
SA V S
by FRIDORʼs 3 key feautres, which are: goal settings for userʼs wants & needs rewarding “moments” in the form of rebates
Alice can see a overview of her monthly, weekly and sectional spendings
EXPENSES BUDGETS
Alice can customise whatever sections that track how much she have spent compartive
Alice with accordance to her foodieholic identity
OCBC bank ansactions.
C
FRIDOR FRIENDS
MY HOLIC RE BATES
FRIDOR syncs friends around Alice; the more friends Alice have, the more rebates they get!
ted!
criptions and school fees) and MY HOLIC RE BATES
rewarding
“moments” in the form of rebates
“impulse” purchases
VE SA VE SA VE
she have spent on, and is able to ely to her bank account.
goal settings for userʼs
wants & needs
FRIDOR helps Alice to categorise her needs & wants and allow her to set milestones for them.
FRIDOR prompts Alice to think twice about her impulsive purchases through comparing how many cafes she could visit and how many meals she could buy with the same amount.
HERE IS A VIDEO TO UNDERSTAND FRIDOR BETTER Curious about how Fridor impacts users’ experiences ? Then do take a look at our animated video through this link : http://www.servicedesignlab.net/fridor
DESIGN FOR AGE-FRIENDLY WORKPLACE WITH LAWRY’S Most Helpful Award NUS Collaborative Studio Designed with Winky Chan and Phouc
I may seem old but I am still useful in this industry!
PREPARING FOR AGE-FRIENDLY WORKPLACE MEANS... to envision a bright future of ageing workers co-operating together with young workers to propel the economy of tomorrow. In the context of Lawry's Prime Rib Singapore, 20% of its workforce is made up of mature workers (50 years old and above). The organisation foresees a steady increase of employing such workers (25% in three years time). In addition, modifications and improvements have been made to the ageing workforce to meet today’s demands, such as the NOVITEE programme which integrates ease of digital learning and up-to-date mobile tools like the POS system. While the meals served remain timeless and still very much appreciated by customers, and in this era where age does not define work capability, our team sought to design tools that are meant to promote inclusiveness and efficiency at the heart of Lawry's.
CO-DESIGN AND CO-PRODUCTION ARE ESSENTIAL TO CREATE REAL CHANGE One of the most fundamental aspects that our team commit to while holding a workshop is to provide flexibility of written and verbal language to the ageing workers. We believe that making users as comfortable as possible will bring out honest opinions and feedbacks for organizations and designers to identify opportunities for improvement.
Despite the busy working hours of Lawry's, our team was fortunate enough to conduct workshops and probes with the ageing workers who were very participative. However, there were workers who needed more prompts to engage with and hence, the building of trust and a sense of familiarity was necessary for complete and holistic involvement. The cycle of co-production and co-design through a series of different workshops organized by the team has led us to create bonds with both the ageing and young workers alike, which enabled us to understand Lawry's situation more in-depth.
PEOPLE + PLACE = POSSIBILITIES Mature Workers
Working Environment
“ We attend 1 to 2 weeks of training before we do real work... but it is usually taught by looking at videos, so not every aged workers who first start work can follow up the teaching. Because I have more experience, I try my best to help them adapt to Lawry’s. ” Ms. Faizah, 52 years old, Servers Department
Evaluating quantitative data into valuable insights
Design Directions & Iterations
The frontline staff that consists of bussers and waiters have frequent points of contact and overlapping roles. These regular encounters help to spark design iterations that could be integrated into multiple sectors of work.
“ Quite a number of customers confuse us with waiters... but that does not mean we do not attend to them ! We notify the waiters if any customers want to order or need something to be taken care of. Actually, I am afraid to meet customers upfront, that is why I chose this department. But I still want to do more.� Mr. Desmond, 51 years old, Bussing Department
IDENTIFYING OPPORTUNITY GAP As the front-end staffs, both bussers and servers work closely to deliver Lawry’s quality services. However, they are are often viewed as ‘one’ service department by customers, when in fact, bussers clear dishes and clean up tables while servers interact with customers. We realise that despite the commonality, the level of interpersonal skills varies between servers and bussers. For servers like Ms. Faizah, engaging customers has become second nature. In contrast, bussers are deterred by their lack of confidence and interpersonal skills.
THE BUTTERFLY EFFECT Training material
Current training materials are outdated and out of context, causing workers to rely heavily on on-ground training.
Current device used
Connecting with customers is something I would love to learn... but we cannot learn these soft skills from the training tools alone.
- Uncle Raymond, busser (mature worker)
How might we offer an inclusive learning platform that extend across departments? And what if training materials are constantly updated through active involvement of workers ?
Introducing
TOGATHER
Lawry’s new training tool for communal learning By integrating the current NOVITEE programme, Lawry’s Togather expands the use of iPad system beyond the POS system. Our design objective is to create a contextualised digital training tool to facilitate cross-department learning through employee-curated content.
Digitising
EDUCATION while improving relevance
Supported by strong sharing culture, Lawry’s Togather captures real-life interaction and allows workers to demonstrate and share their new skills. With TOGATHER, learning will be more engaging and fun for Lawry’s workers, thereby harnessing and further igniting their passion to learn. TOGATHER will also strengthen Lawry’s family and helping culture as workers contribute to one another’s and future workers’ training. Furthermore, corporate training videos will be kept contextually relevant with new practices and working environment.
HERE IS A VIDEO TO UNDERSTAND TOGATHER BETTER Curious about how Togather improves Lawry’s working environment and both mature & yougn aged workers ? Then do take a look at our contextual video through this link : http://www.servicedesignlab.net/lawrys
18 brands. 1 retail space. 18 equal spatial configurations.
DESIGN FOR TRAVEL RETAIL BRANDING AND EXPERIENCE
NUS Collaborative Studio Designed with Amanda Swee
CONCEPTUALISATION
IMPLEMENTATION
IDEATION
DOMINANT FORM Large Rectangular Stable
ELEGANT E
L In
ELEMENTS
Long bars nfinite perspective
CHROMATIC REPTITION Captivating Enticing Intriguing
DOMINANT ELEGANCE
Beauty that is bound to last
Visible from all Angles the block & logo is visible from far away
Visible Thickness to showcase mass and weight of Loreal
Accentuating
MONUMENTALITY while still giving attention to all 18 brands
Accentuating
TIMELESS BEAUTY through horizontality
showing everlasting reliability of the 18 brands
Wide Perspective the biggest element of surprise
Layout
ZONING & CIRCUL Layout Details: Zoning
emergency exit
storage area
18 booths
bar tables 2-seater booth
pylon
waiting area
meeting rooms
10 pax
16 pax 12 pax
lounge area
reception
LATION
Mac
TH
cro to Micro
HE “IDEAL” BOOTH designing for all parties involved
front view
back view
top view
versatile product display for the 18 different brands of Loreal
Variation: B
VAR
For Re
Variation: Accomodation to
Back to Back
Variation: Modularity
RIATIONS
eusability
o more users
Variation: Flat-pack for ease of transportation