PROCESS DOCUMENT Darren Johnson // People Centered Service Design
TABLE OF CONTENTS
Introduction........................................................................................ 1
Problem Finding..................................................................................2
Problem Statement............................................................................ 5
Ideation Session................................................................................. 7
Analyzing and Synthesizing ............................................................11
Blueprints..........................................................................................15
Storytelling/Prototyping.................................................................. 19
Reflection ......................................................................................... 27
Introduction In this independent service experience project, we developed our own project by applying and integrating our prior education in service design to a real problem. While coming up with ideas and continuing our work on the project, we considered whether the final solution would be actionable, measurable, and that the project needs to involve participatory design. We started this project by exploring potential problem spaces and stakeholders. I, along with my classmates, Juan and Mitch, chose to do the project about biking in Indianapolis. We all bike regularly and have a lot of experience with biking in Indianapolis. This started us off in a good position, with prior knowledge of the topic and being a part of the actual audience we would be working with for this project.
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Problem Finding To find out what area of biking to tackle, we created a survey to send out online. This survey was structured to cover various qualities of life. These areas include transportation and environment, community and socialization, economics, and safety. By framing the survey to fit into these areas of quality of life, we would find out the most important and pressing issues that people were concerned with before going more specific into biking. The questions asked were: •I generally feel safe in Indianapolis.* •I feel safe as a cyclist in Indianapolis.** •There are sufficient means of economic opportunity in Indianapolis. * •I am satisfied with my current state of employment.* •How close do you live to your job or school? *** •Indianapolis encourages various means of transportation.* •In Indianapolis, sidewalks, roads, & bicycle lanes currently provide safe mobility options.* •How frequently do you use a bicycle as a means of transportation? •There are networks of support for friends, family, and myself in Indianapolis.* •I feel I can help make the community a better place to live.* •Indianapolis encourages environmentally-friendly lifestyles.* *-Strongly Agree, Agree, Disagree, Strongly Disagree **-Yes, No, I don’t cycle ***- 0-1 miles, 2-8 miles, 9-15 miles, more than 15 miles
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The key data we collected from the survey was the following: Transportation and Environment In Indianapolis, sidewalks, roads, & bicycle lanes currently provide safe mobility options. 10%
Indianapolis encourages various means of transportation.
5%
14%
How frequently do you use a bicycle as a means of transportation?
2%
6% 14%
30%
41% 44%
Strongly Agree
Agree
Disagree
Strongly Disagree
53%
27%
54%
Strongly Agree
Agree
Disagree
Strongly Disagree
Very Often
Often
Sometimes
None
Community and Socialization I feel that I can help make the community a better place to live.
Indianapolis encourages environmentally-friendly lifestyles.
6%
7%
6%
14% 28%
40%
38%
55%
There are networks of support for friends, family, and myself in Indianapolis.
48% 58%
Strongly Agree
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Agree
Disagree
Strongly Disagree
Strongly Agree
Agree
Disagree
Strongly Disagree
Strongly Agree
Agree
Disagree
Strongly Disagree
Economics There are sufficient means of economic opportunity in Indianapolis.
3%
I am satisfied with my current state of employment.
4%
12%
24% 17% 33%
68% 39%
Strongly Agree
Agree
Disagree
Strongly Disagree
Strongly Agree
Agree
Disagree
Strongly Disagree
Safety I generally feel safe in Indianapolis.
I feel safe as a cyclist in Indianapolis.
3% 24% 30%
50% 67% 26%
Strongly Agree
Agree
Disagree
Strongly Disagree
Yes
No
I don’t cycle
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Problem Statement We came up with problem statements for each category. Transportation and Environment How might we improve the current cycling conditions in Indianapolis to encourage cycling as a reliable form of transportation? Community and Socialization How might we strengthen cycling by uniting various communities in Indianapolis? Economics How might we satisfy peoples’ state of employment through cycling? Safety How might we educate non-cyclists on the regulations of cyclist on the road? We then split these up between the three of us. I chose transportation and environment, Juan chose community and socialization, and Mitch chose safety.
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Ideation Session How might we improve the current cycling conditions in Indianapolis to encourage cycling as a reliable form of transportation? With my problem statement being the above, I set out to try to find why people who bike occasionally, didn’t bike more. I started this by asking classmates and friends “what situations kept them from biking” and “what problems have you experienced while biking”. This data was organized with post-it notes, as you can see in the graphic below.
The City
Motorists
The Biker
Holes/dips in bike lanes and roads.
Honking/ yelling for biking in road
Sweaty from biking to work/school
Afraid of slipping on snow/ice
Rain
Bike lanes/trails don’t connect to destinations
Pull out into bike lanes before turning onto street
Wake up too late/ Not enough time
Bike repairs
Cold
Bike safety (stolen bikes)
Not yielding
Can’t fit everything on bike
Don’t know rules of biking
Snow
Stop light inconsistent timing
Not paying attention
Get too cold
Distance
Distracted while texting/ talking on phone
Lazy
Mechanical breakdowns
Uneducated on biking rules
Don’t wear proper clothing for weather conditions
Cut off bikers
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Weather
A few things that stuck out to me when talking to people was the general since that not being well prepared is a big thing that hinders people from biking. This could mean a lot of things, such as not waking up early enough to bike to a place on time, not wearing proper attire for the weather conditions, and not performing proper bike maintenance before biking. Another thing that stood out to me was that when people have a lot to take with them, they won’t bike because they do not have a way of carrying all of it. From this data, I cut out the data that had to do with forces that would be difficult to change (i.e. the city and noncylists), based on observed failed efforts from other people and organizations in Indianapolis. Noncyclist that hate cyclists and think they should only bike on sidewalks will never have their minds changed so trying to educate them would not work well. The same goes for the city and fixing anything with the bike paths. There are too many hurdles to go over to get any changes made. These are the reasons I focused on making my project focused on the ability of carrying items on bikes and mechanical safety/education.
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This data helped me script my engagement for my ideation session. It helped me narrow down what topics I needed more input on. This made my session much more structured and specific when I facilitated it. I received great feedback that lead me to my final solution. The first activity I did was to hand out a picture of a bike. I had different carrying options and groceries cut out next to it. I instructed them to choose whatever carrying option they would be most likely to use and to fit the groceries into them. This helped me understand what people usually bought at the store and what carrying methods would be best to focus on. They also talked while doing it so I got great verbal feedback while the activity was happening.
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The second activity was more of a discussion activity. I had a storyboard about a person waking up late for class and had bike problems on the way to class. I asked the group what they would do if they were in that situation. I got a lot of responses that I expected but after people said the expected things, I asked to them to think about what happens when they have car problems and how they get help when it happens to their cars. I got a lot of valuable feedback from that part of the discussion.
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Analysis and Synthesizing
THINGS KEEPING BIKERS FROM BIKING & PROBLEMS NOTICED WHILE BIKING The city
• Holes/dips in bike lanes and roads. • Bike lanes/trails don’t connect to destinations • Bike safety (stolen bikes) • Stop light - inconsistent timing
Motorists
• Honking/yelling for biking in road • Pull out into bike lanes before turning onto street • Not yielding • Not paying attention • Distracted while texting/talking on phone • Uneducated on biking rules • Cut off bikers
TOPICS BASED ON
Inability to carry many
IF YOU BIKED TO THE G HOW WOULD YOU CARR
• “I don’t buy groceries from biking to the sto • “Certain storI only go different times.” • “I buy just enough for • “I usually get a lot so more frequently.” • “I bike to the store to
The Biker
• Sweaty from biking to work/school • Wake up too late/Not enough time
• CAN’T FIT EVERYTHING ON BIKE
• Get too cold • Lazy • Don’t wear proper clothing for weather conditions • Afraid of slipping on snow/ice
• BIKE REPAIRS
• Don’t know rules of biking • Distance
• MECHANICAL BREAKDOWNS
Weather • Rain • Cold • Snow
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Mechanical problem
YOU ARE ON YOUR W YOU GET A FLAT TIR WHAT DO YOU DO A
• “I would go to a ga • “I would call a frie • “A station that ha • “I would look for a • “Go to the nearest • “AAA for bikes!” • “There should be b • “Bike hubs, also sh
N REALITY OF SOLVABILITY
MOST POSSIBLE SOLUTIONS
y items
GROCERY STORE, RY ALL THE ITEMS?
in large amounts so that wouldn’t stop me ore.” o to for certain things. I go to different ones at
r one trip into my apartment.” if I did bike to the store, I’d get less and go
AAA FOR BIKES
A way to get tools/parts to where the biker is located
grab certain ingredients to make a meal.”
ms
WAY TO SCHOOL AND RE HALFWAY THERE. AND WHAT WOULD HELP?
BIKE FIXING STATION/HUB A way to access tools/parts & facilities to clean up at.
as station.” end to come pick me up.” as tools and air pump.” a Jimmy Johns bike delievery for help.” t bike shop.”
bike vending machines.” howers so people can go before work.”
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This map shows the steps I took to get to my solution ideas. After doing the session with the group, I realized that the inability to carry multiple items aspect would be hard to solve. Bikes come in so many different varieties that coming up with a universal solution for everyone would be hard with the time I had to do this project. I instead went with the mechanical problem aspect. This is an area that I decided could be easily fixable. The services I settled on working on are a bike fixing station that has and a “AAA for bikes” service associated with the station. This didn’t seem like enough to me though. To be able to use the bike fixing station with out the “AAA for bikes”, people needed to know how to perform maintenance on their own bike. I came up with a mobile bike workshop where people can take classes on fixing bikes. This will encourage use of the stations and help people get interested in performing their own maintenance. This integration of the two systems will make people better equipped to utilize the stations and have the ability to help out other cyclists when they need help. My hope with this system will strengthen the cycling community and promote the sharing and communication between cyclist from all areas of expertise.
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Blueprints
QUICK FIXIE STATION PHYSICAL EVIDENCE
Bike fixing station
Information bike station
USER ACTION
Bike breaks down and attempt to fix it on their own
Call for he
Line of interaction
Answers ph sends someo to help
FRONTSTAGE Line of visibility
BACKSTAGE
Have website with help information
Phone syste up to get a h of on call pe
Internal interaction
Install stations around Indy
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Schedule volu available to h
Volunteer with bag or tools and parts
Help with fixing bike
Handout with info
Wait for volunteer to arrive
Fix bike and get help from volunteer. Buys parts if needed
Pay for parts (if needed), continue on their way
Ride bike to location
Provide advice and tools, help if needed
Hand flyer, use Square to have user pay for parts
em set hold erson
Stock up bag with tools and parts
Provide advice and tools, help if needed
Set up Square account and have handouts made
unteers help
Partner with local bike shops to get supplies
Staffed with knowledgeable volunteers
Provide a Square to all volunteers
n on n
elp
hone, one
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BUS WORKSHOP PHYSICAL EVIDENCE USER ACTION
Website Facebook Pamphlet Flyer
Registratio confirmatio
Find out about service and have an interest in it
Sign up for workshop fo location and
Facebook updates, place pamphlets
Answers ph sends someo to help
Facebook updated, place pamphlets at bike shops and businesses
Send confirm email
Line of interaction
FRONTSTAGE Line of visibility
BACKSTAGE Internal interaction
Work with local organizations for sponsorship and promotion
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Add membe schedule an network
on on
or a d day
hone, one
mation
er to nd
Lesson/ workshop
Book
Work on bike with help from volunteers
Take bike workbook and leave
Greet participant and instruct them where to set up their bike
Help participants to perform maintenance
Hand people books
Have stations set up and tools at each
Knowledge of fixing bikes
Get books donated
Get permission to park in certain parking lots or streets
Parts stocked
Bus at location
Show up on scheduled time
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Storytelling For my storytelling, I created a video for the Quick Fixie station and a storyboard for the bus workshop.
Quick Fixie Station Storytelling Video vimeo.com/65518415
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For the Quick Fixie station, I made it a box that the user would have to pay to use or they would have to use a key fob they get from a local bike shop for free. This will keep the tools inside the station more secure, since, after research of the existing bike stations in various cities around the country, the main problem with bike stations are that the tools get stolen and things start to break. I wanted to make it to where it being locked up eliminates this vandalism and theft. Even if it still does happen, it will be less than if it were all out in the open. I picked several locations around Indy for the stations to be placed. Most are along popular biking trails or main places people commute to. On the following spread, there is a map of the first phase of bike station locations.
If a person is unable to fix their bike on their own, there will be a number on the side of the station for them to call. This number will get them in touch with an on-call volunteer who will come to where they are with tools and the necessary parts that the person needs. The person will have to pay for the parts but other than that, it is free.
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Canal Walk 10th and Indiana
Cultural
IUPUI Campus Center
White River Wapahani Trail
Cultural Trail and Ohio St
White River Wapahani Trail Bridge
Cultural Trail and 10th
l Trail and Capitol Ave
Cultural Trail/Mass Ave/Park Ave
Cultural Trail/ Vermont/Mass Ave/Alabama
The Circle
City Market/BGI
Cultural Trail/Virginia Ave/East St/South St
Bus Workshop Storyboard
Deb just got into biking but needs to work on her old bike before it is ridable.
One day she sees a flyer for a mobile bike
The next week, she goes to the location the bus is at, by the canal.
She gets the help she needs to fix up her
The bus workshop will travel around Indy and provide classes. There will also be stations outside the bus that anyone can come up to use. It will have regular stop locations, but one Wednesdays it will change locations, usually a community center or school where children can learn to work on their bikes. On the following spread shows the location of the regular stops.
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e workshop that is near her apartment.
r bike so she can ride it.
She decides to register for it online.
They give her a book on her way out that will help provide tips and information on fixing her bike on her own time.
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SUND
TUESDAY: IUPUI
SATURDAY: White Riv
FRIDAY: Monon and 86th
DAY: Monon and Broad Ripple
THURSDAY: Mass Ave
MONDAY: The Circle
ver State Park
Reflection Being able to do this whole process has been really helpful for me. I struggled a lot in the beginning, but once I got started, it went a lot better. I feel like I found a good, innovative solution that people will find useful. If I were to do it again, I wish I had more time and didn’t feel as rushed to do the beginning part. I feel like that stage of the process is very important to frame the rest of the process and without a strong understanding and great concept, it makes the process go slower. Having not been rushed, I would have wasted less time throwing something together that was due and actually been able to work on it on my own time, since everyone is better at certain parts of the process. I am stronger at the end of the process, so I needed more time to develop my concept and collect data.