Portfolio - A compilation of 'what, how and why' | September 2020

PORTFOLIO A compilation of ‘what, how and why’

ADITYA DILIP SALUNKHE

INDEX Grid of contents

FINDING COBBLER

ABOUT ME

CONSUMER PROFILING

5-Day Research Workshop

SODEXO

FURNITURE BUYING

Live Project

End-to-end project

extended

with Service Design

UX DESIGN INTERN 6-Month Grad Project Internship at Microsoft IDC

DESIGN INTERN

GRAPHIC DESIGN

Summer

Professional Design

Internship at

Work & Experience

Rebel Foods

LEARNINGS

MY TO-DO

ABOUT | PREFACE A brief summary about me

HELLO! This is Aditya Dilip Salunkhe, a Graphic Designer graduate, pursued a Design Management Masters at MIT Institute of Design, Pune.

Having successfully completed an HND Level 5 Diploma from Pearson, UK in Graphic Design and a Bachelors in Science (Multimedia and Animation), I have worked professionally for over a year and a half in the design industry, with works in the branding and advertising domain. Recently, have been on a quest to identify and solve user problems and needs through Human-Centred Design.

A constant curiosity to know and understand why people do what and how they do, keeps me going.

Often like to keep a track of the latest happenings in technology, sports, and arts. Gaming, movies, music, and traveling help me maintain my balance during the challenging days.

Currently exploring opportunities to learn and grow with User Experience Research and Design.

:) The following pages contain a brief compilation of my recent works across areas of knowledge and expertise gained, which have been individually classified in ‘What’ - Objective, ‘How’ - Process, and ‘Why’ - Learning.

SODEXO | LIVE PROJECT Research Methodology, Product Development, User Experience | Group, Individual | 2 Weeks

WHAT?

HOW?

Conduct research amongst the target

The research part of this project was

group to obtain insights and thereby

a group assignment and tasks were divided

help Sodexo increase revenue as a

equally amongst the members.

Objective

facility management service provider

Process

DERIVE PAIN POINTS

As an extension to the project and for personal learning, product development

WHY? Learnt

• Conduct research and analyse data within a shorter timeline and keeping up with the professional environment • Learnt to derive pain points and ideate solutions for the same • Understood UI / UX methods and techniques to generate design solutions • Learnt to perform rapid prototyping using digital tools

activities were undertaken by me.

Summary of activities:

IDEATE AND SOLVE

• Primary and Secondary research • Research analysis and interpretation • Identified centralised digital platform as a pain point* • Created use case and activity diagram* • Designed user interface wireframes for optimised user experience* *Individually executed tasks

PROTOTYPING

PRIMARY & SECONDARY RESEARCH (GROUP ACTIVITIES | LIVE PROJECT ) The live project began with primary research with the 7-member group splitting into 3 teams to cover different geographical locations across Pune, India within the tight schedules. The primary research consisted of interactions with the service providers (facility managers) and the service users (students, teachers, etc.) with questionnaires being prepared beforehand. These interactions were held for 2-days with each team conducting atleast 10 interactions with the users, and atleast 3 interactions with the providers. Further, a day was consumed to conduct the secondary research which also consisted of studying of the competitors and their service offerings

INSIGHTS & PAIN POINTS (GROUP ACTIVITIES | LIVE PROJECT ) The data from the primary and secondary research were then synthesised systematically and consumer thinking and behavorial patterns were identified. Pain points and suggestions were plotted and mapped as per the service offerings of the facility management provider - Sodexo. This data derived from the primary and secondary research was then used to generate insights that would help the business to expand and provide solutions that would solve the pain-points and/or provide more delight points with the service. This data was captured in a presentation format to be submitted to the live project co-ordinator to mark the successful completion of the project.

CONCEPTUALISATION & USER EXPERIENCE ( INDIVIDUAL ACTIVITIES ) In order to apply recent learnings from user experience domain and product planning & management modules, I decided to continue the project by conceptualising a solution that was based and derived from the insights obtained from the research stages. The concept was to provide a centralised digital solution for the users and the admin where they could raise, manage and resolve the complaints, suggestions and disputes whilst using the services. The UI / UX activities conducted are followed here.

USER

FOOD SERVICES MANAGER

TECHNICAL MAINTENANCE MANAGER

FACILITY SERVICES MANAGER

FEEDBACK FOR FOOD

FEEDBACK FOR TECH

FEEDBACK FOR FACILITY

QUALITY

QUALITY

QUALITY

CONSISTENCY

CONSISTENCY

CONSISTENCY

QUERY

QUERY

QUERY

MESSAGE

MESSAGE

MESSAGE

CUSTOMER SERVICE EXECUTIVE

GENERAL MANAGER

FEEDBACK RECEIVED

FEEDBACK RECEIVED

ENTER FEEDBACK GENERAL MANAGER LOGIN

CUSTOMER SERVICE

NEWSFEED

CHECK MENU, PRICES

BUILD DIET PLAN

FEEDBACK

CUSTOMER SERVICE EXECUTIVE

REQUEST MAINTENANCE

CHECK QUERY STATUS

USER

TRACK & ANALYSE PERFORMANCE

FOOD SERVICES MANAGER

CHECK SERVICES SUBMIT

CHECK PRICES

TECHNICAL MAINTENANCE MANAGER

REQUEST MAINTENANCE

QUERY RESOLUTION

CHECK QUERY STATUS

BOOK FACILITY

Use Case Diagram for Sodexo App

RESOLUTION REVIEW

FACILITY SERVICES MANAGER

RESOLUTION CONFIRMATION

Activity Diagram for Sodexo App

NEWSFEED

NEWSFEED

Lorem ipsum dolor sit amet,

Lorem ipsum dolor sit amet, NEWSFEED

consectetuer adipiscing elit,

consectetuer adipiscing elit,

sed diam nonummy

sed diam nonummy FOOD SERVICES

TECHNICAL MAINTENANCE

johndoe@mail.com FACILITY SERVICES

●●●●●●●● FEEDBACK

in.sodexo.com

lorem.com

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy

FEEDBACK

CUSTOMER SERVICE TODAY

Enter your feedback here:

FOOD SERVICES

FOOD SERVICES

TECHNICAL MAINTENANCE

TECHNICAL MAINTENANCE

FACILITY SERVICES

FACILITY SERVICES

CONSISTENCY

QUERY REDRESSAL

Enter your message here

SUBMIT

5. RECORDED / OPTIONS

4. FEEDBACK SCREEN

Search

adobe.com

QUALITY Feedback recorded successfully Ref #SDX071100

CONSISTENCY Need further help?

QUERY REDRESSAL CALL

CHAT

Enter your message here

CANCEL

1h ago

Lorem ipsum dolor sit amet.

SUBMIT

Proposed UI Wireframes for Sodexo App

6. CUSTOMER SERVICE CHAT

Enter your feedback here:

CANCEL

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy

FEEDBACK

QUALITY

1h ago

MANAGE ACCOUNT

3. MENU

Need help?

1. LOGIN

Create an account

2. NEWSFEED

LOG IN

7mins ago

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy

Type a message

FURNITURE EXPERIENCE | CLASSROOM PROJECT Service Design, User Experience Design | Group, Individual | 3 Weeks

WHAT? Objective

To improve the furniture experience of the

WHY? Learnt

• Learnt how to meaningfully synthesis the

millennials and propose a product/service

data obtained from primary and secondary

idea and apply service design concepts

research to generate valuable insights

HOW MIGHT WE..

• Learnt ideation techniques to help

HOW? Process

generate maximum number of ideas • Understood how to identify trends within

• The project began with a quick secondary

the ideations and how to cluster them and

research followed by a primary research

form groupings to further derive concepts

consisting of interactions on the field • Insights were gathered, and were then

• Learnt about various service design tools like consumer journeys, service blueprint,

analysed and synthesised to formulate a

interaction flows, service design manual,

problem statement as a ‘How Might We..’

standard operating procedures, etc.

• Ideations were done to generate concepts

BUSINESS MODEL

directly from industry professionals SERVICE DESIGN

by clustering and then were further built

• Understood how to formulate value

upon using service design methods and

proposition statement and create a

user experience tools

business model canvas for the concept

RESEARCH & INSIGHTS (GROUP ACTIVITIES ) This classroom project began with founders of the Xeno Co-lab introducing us to service design tools.

Groups of 2 students each were created, and topics were then chosen for the project. This was followed by interacting with the users on-field, where we interviewed 10 consumers and 5 furniture store owners to understand their viewpoints and beliefs with respect to purchase and selling experience in a highly competitive market. The data from the interactions were then synthesised systematically and user personas were generated for further creation of specific problem statements.

HOW MIGHT WE & IDEATION ( INDIVIDUAL ACTIVITIES ) Activities hereon were conducted individually from the basis drawn in the previous phases of the project. Specific ‘How Might We..’ statement was created to help with narrowing down the problem statement. This was followed by a quick ideation activity wherein we were supposed to come up with 100 ideas each to solve the specific problems. These ideas were then clustered to create groups of similar ideas to derive a concept. A total of 5 concepts were then derived, from which peer voting was used to shortlist and finalise the concept to be developed upon.

CONCEPTUALISATION & SERVICE DESIGN ( INDIVIDUAL ACTIVITIES ) After the concept was finalised, a study with 20 users was conducted pertaining to the problem statement which was then quickly turned into user personas to figure out the Consumer Journey with regards to the experience. This was then used to formulate a Value Proposition statement and then derive the Business Model Canvas. Further, the Service Design Blueprint was generated with all the necessary parameters taken in consideration. This was followed by an Interaction Flow which was then used to create User Interface & Experience and then finally created the Service Design Manual with standard operating procedures included for the major interaction flows.

CONSUMER JOURNEY The consumer journey of a specific user persona during a furniture purchase has been recorded in the format displayed below. This captures the jobs (what), thinking (‘why’ for the what), pains & gains. It also captures the feelings of the user that he would be undergoing while the process.

Pain relievers and gain creators have been mentioned as per pains and gains, wherever applicable alongwith probable product or service which could be implemented to create a richer experience for the user. (ZOOM IN TO VIEW IN- DETAIL)

USER INTERACTION FLOW

ONBOARDING

ENTER REQUIREMENTS

AUTO -BUDGETING

SHARE IDEAS & GET FEEDBACK

FINALISE PRODUCTS

PL ACE ORDER

DELIVERY & INSTALL ATION

HAPPY YOU!

SERVICE DESIGN BLUEPRINT Following is the service design blueprint which contains the user journey of furniture purchase with consideration of the proposed business idea.

Here, the stages have been broadly deďŹ ned, with micro journeys and stages mapped within across physical touch points, customer actions, front end & back end actions, with support processes and the limitations and mitigations for the journey. (ZOOM IN TO VIEW IN- DETAIL)

Proposed UI Wireframes for ‘Furniture With You’ App 6. STORE LOCATOR PAGE

5. PRODUCT AUTO-COLLAGE

4. PRODUCT LISTING PAGE

3. BUDGET RECOMMENDATION

2. ONBOARDING

1. LOGIN

BUSINESS MODEL CANVAS Following is the business model canvas for the business proposition of the concept that was further devised:

KEY RESOURCES Operations Team Media & Marketing Tech Team Delivery & Installation Professionals

KEY PARTNERS Interior Designers Marketing and Branding Packers and Movers

KEY ACTIVITIES

VALUE

COMPETITIVE

CUSTOMER

(INTERNAL)

PROPOSITION

ADVANTAGE

SEGMENT

Product Dev and

Providing subscription

End-to-end furniture

Young Individuals

Maintenance

model based smart

experience solution

Analytics & Tech Operations & CS

furniture suggestions to the user based upon their choices and

Working professionals

Easy shif ting, transfer and exchange of furniture

Media & Marketing

preferences

KEY ACTIVITIES

SOLUTION

CHANNELS

PROBLEMS/NEEDS

Hassle free moving and

B2C:

Working professionals who

transfer of furnitures

Mobile App

keep shifting bases to

Website Portal

different cities and search

Promotional Activities

for a ‘home’ in their houses

B2B:

People looking for hassle-

Sales Representative

free furniture shifting

Website Portal

experience

(EXTERNAL) Products Procurement and Storage Delivery and Assembly

Warehouse Managers

Professionals

Furniture Manufacturers

Public Relations

Subscription based furniture possession

Technology Partners

COST STRUCTURE

KEY METRICS

REVENUE STREAMS

Packers and Movers

Media & Marketing

Customer Acquisition Cost

Furniture subscriptions from users

Warehouse & Maintenance

Retail Store

Retention Rate

Furniture upselling and recycling

Product Dev

Salaries & Wages

Return on Advertising

B2B collaborations & partnerings

Ops and Management

Research & Dev

Customer Lifetime Revenue

Furniture packaging and moving

SERVICE DESIGN MANUAL The final exercise of the Service Design module was to create a Service Design Manual that would contain informative guide for the employees of the business on how they would interpret the brand and interact with the users to provide the best possible brand experience.

OUR MISSION To p r o v i d e a h o l i s t i c f u r n i t u r e e x p e r i e n c e b y understanding all their needs and want s

OUR VISION To c r e a t e a p l a t f o r m t h a t m a k e s l i v e s e a s i e r by providing the best possible unconditional furniture experience

SERVICE MANUAL

BODY LANGUAGE

TONE OF VOICE

DO’s

DO’s

Open Body Stance

E s t a b l i s h Tr u s t

Be friendly and approachable whenever the need be

Tr u s t p l a y s a n i m p o r t a n t f a c t o r i n a n y t r a n s a c t i o n

Listen

Slow Down

Key is to alw ay s s trike conver s ation s an d share opinion s

Always slow down, and set a relaxing tone

Smile

Concise

Not less, not more, but yes; always smile

Speak to the point always, and avoid pondering

D O N ’ Ts

D O N ’ Ts

Invading Personal Space

Forget Brand

Strictly avoid inter vening if requested or unwanted

Brand language and identit y should be upheld

Excessive Movement

To o Te c h n i c a l

Unnecessar y actions or fidgeting to be avoided

Avoid being too technical, and speak in their language

Appear Bigger

Over Promise

The customer is the king at all times and cost s

Only commit whatever is do-able and achievable

CONSUMER PROFILING Product Planning & Development | Individual | 1 Week

WHAT?

HOW?

Create a consumer profile to understand

This was an individual project, where

the planning and development stages of

product planning and development

a product in its production process

was to be done by creating a

Objective

Process

TREND ANALYSIS

consumer profile; following were the steps undertaken:

WHY? Learnt

• Learnt how to empathise with the user to understand their viewpoints • Learnt about different types of trends and how they impact • Learnt to analyse various trends and

• A mega trend was to be identified from the published trends and its impacts on various industries • An industry was to be shortlisted and Macro and Micro trends were to be identified • A user persona was to be created

how to create a consumer profile with

which would be the end user of the

respect to the product planning specs

micro trends in the chosen industry

• Understood how to put ourselves in the

USER STORIES

• A consumer profile was created

consumers’ position to create their

using the consumer journeys and

journeys and stories

user stories [next page]

PRODUCT PLANNING

The latest smartwatch, that tracks their activities and provides feedback

Multi-utility knife that helps them perform multiple tasks with a pocket sized instrument

SUV that helps them explore the uncharted territories

Bear Grylls, the survivalist is whom they idealize

• Self-reliant mix of enthusiasm, quick thinking, and ingenuity • Require workability rather than perfection

TECH GEEKS Question their existence: talk to the plants; find meaning in clouds

DAREDEVILS ADRENALINE JUNKIES

Get inspired by movies like Into The Wild

FINDING COBBLER | WORKSHOP Research Methodology | Individual | 1 Week

WHAT? Objective

Learn research methodology by empathising with the user and solving their problem by proposing solutions

WHY? Learnt

• Learnt about different techniques of

EMPATHY MAPPING

research methodologies • Learnt to record and analyse the collected data

HOW? Process

This was a group project, wherein work was equally divided amongst the 3 members; following is the summarised process: • An introduction to ethnographic research was given by the industry professional, Mr. Ripul Kumar • Spent a day observing and understanding the selected professional’s life • Undertook research methods like Empathy Mapping, Customer Journey Mapping, How Might We, etc.

• Learnt to create an empathy map by empathising with the user in their natural environment

USER JOURNEY

• Understood how to create journey mapping and storyboarding • Learnt about ‘How Might We...’ and understood how to create problem statements to aid ideation in further stages of the product development • Learnt and practised rapid ideation techniques

IDEATION TECHNIQUES

UX DESIGN INTERN @ MICROSOFT IDC 6-Month Internship | Microsoft India (R&D)

WHAT?

HOW?

Worked with the OneDrive & SharePoint

The project was divided into 3-segments,

Design team at Studio +91, Microsoft IDC.

starting with the research, then defining

Explored how we might help the user

the problem followed by designing and

who is often on-the-go, bridge the gap

prototyping and refining the solution

Objective

between handwriting and digital.

Process

RESEARCH, EMPATHISE

• Initiated with the research by understanding the product proposition,

WHY? Learnt

• Learnt how to communicate and collaborate with cross-disciplinary teams across geography and time-zones • Prioritising the process over outcome helps to derive the right solution • Learnt to always have a learning mindset and keep giving back to the community • Understood that failure is temporary, and how we grow through it, is what matters

then evaluating and empathising with the user needs and pain-points

DEFINE, DESIGN

• Then started the define phase with the user personas, journey maps, activity flow diagrams, user stories, how-might-we statements, and then moving on to the ideation part, where paper wireframes of the possible solutions were created • Further, designed the solution utilising the Microsoft design system to maintain consistency with the existing eco-system; and prototyped to know what to iterate through internal reviews and testing

ITERATE, PROTOTYPE

DESIGN INTERN @ REBEL Summer Internship | Rebel Foods (Formerly Faasos)

WHAT? Objective

Work with the design team within the technology org at the Rebel Foods, and assist them with the product development and user experience activities

WHY? Learnt

• Understood how businesses are run from

IDENTIFY PAIN-POINTS

a very close viewpoint • Understood how products are planned, timelines and strategy are devised and are managed to deliver within constrains

HOW? Process

• Find pain points and challenging user experience issues for an app scheduled to launch in near future • Create smoother user experience flows with easier accessibility for the end users and get them validated internally before development would begin • Strategise and design promotional and branding ideas for the upcoming product launch

• Learnt how product lifecycles operated in a professional environment with respect to

PROTOTYPE, VALIDATE

a digital offering • Learnt how to prioritise product offerings and schedule them for further launches • Identify and design best suitable user experience solution for the target audience • Prototype design solutions and get them validated within a specific time range to have the further processes lined up in the cycle being undertaken smoothly

PRODUCT MANAGEMENT

GRAPHIC DESIGN & VISUALISER Professional Work Experience | Ethinos Digital Marketing

A creative from the ‘One Life. One RuPay.’, digital and print campaign created for RuPay to promote its offerings

Landing page with lead generation purpose created for Mahindra World City to promote its properties pan-India

A teaser creative from the digital campaign created for Mahindra World City to promote Ola Pedal at MWC, Jaipur

A print design created for Times Now to promote its mobile website

WHAT I’VE LEARNT | POSTFACE A summary of ‘things’ I have learnt so far..

GRAPHIC

VISUAL

DESIGN

DESIGN

COMMUNICATION

DIRECTION

USER

USER

USER

EMPATHY

JOURNEY

PERSONA

IDEATION

USER

PRODUCT

TECHNIQUES

EXPERIENCE

PLANNING

WHAT I LIVE TO DO | POSTFACE A summary of ‘things’ I would love to do..

CREATE WINNING

DATA ANALYSIS AND

BREAKTHROUGH

CAMPAIGNS

INTERPRETATION

IDEATIONS

USER CENTERED

INTUITIVE USER

IDENTIFY AND SOLVE

DESIGNS

EXPERIENCES

PROBLEMS WITH DESIGN

RESOLVE USER

GIVE BACK TO

LEARN AND

PAIN POINTS

THE COMMUNITY

IMPROVE

FIN Let’s connect?

+91 77387 89108

sadityad@gmail.com

linkedin.com/in/aditya11-11