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LRI Project 2 Who is Liberty Resources Inc.? Liberty Resources is the Center for Independent Living for the Philadelphia downtown area, which advocates for and works with people with disabilities to ensure their civil rights and equal access to all aspects of life in their community.
Opportunity as Designers Our role as designers were to observe the Deaf Outreach Program’s user journey. In turn, to make the process more efficient and easier for the user.
Our challenges were... • •
Designing a clear and easy to follow visual representation of the user’s journey Understanding all steps of a user’s journey
Deaf Outreach Program: Service Model
Deaf Outreach Program: Service Model Design Tools Used: Sr
STORYBOARDING
Cm
CONCEPT MAPPING
Wf
WIREFRAMING
Sb
SERVICE BLUEPRINTS
Cj
CUSTOMER JOURNEY MAP
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Sr
Storyboarding Our initial steps were to observe a user going through the Deaf Outreach Program. Then, more deeply analyze the steps that come before and after the interactions at Liberty Resources. The challenge here was two-foldUnderstanding why a user makes certain decisions and exploring enough to ensure clarity in our research.
STORYBOARDING
Deaf Outreach Program: Service Model
Visualizing how individuals found the program was important for the client to understand. This step is often invisible to the client and assumptions are often made. Of the users we interviewed, close to 90% find the program by word of mouth.
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Brainstorming and Mapping Once we storyboarded the steps, we needed to brainstorm how to visualize the journey clearly. My partner, Charles, and I spent time discussing and mapping. By discussing out loud, we were able to share our understanding and catch errors.
Cm
CONCEPT MAPPING
Deaf Outreach Program: Service Model
Wf
WIREFRAMING
Current Customer Journey Map 1.2 - Iteration of Customer Journey
Key
Harry Director of DOF
User
Liberty Resources
Start
Brochure Harry creates agenda
Wireframing
Advocates
Gathers supplies 313?
Wireframing allowed us to visualize quickly and test the layout. This journey map was useful for thinking about spacing and how to visualize where the user travels.
Enter building
User finds Liberty Resources
Find elevator & third floor
Look for room 313
Receptionist not there 313
Student Interaction
Find room 313
Teaching
Learning
Applying
Socializing
End of class
Leave
Harry reflects about class
End Methods Project II. Service Design. Lonnie Petersheim & Charles E. Lee
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Deaf Outreach Service: Service Blueprint PHYSICAL EVIDENCE
Class curriculum
USER ACTIONS
Starbucks
Brochure
Building
Entrance
1st floor Hallway
3rd floor Hallway
Receptionist desk
Meet Harry
Find Service
Get to Liberty Resources
Find the elevator
Find the 3rd floor
Look for room 313
Find room 313
Line of Interaction
ONSTAGE CONTACT PERSON
Harry Advocates
Line of Visibility Harry Advocates
BACKSTAGE CONTACT PERSON
Igor
Volunteers
Line of Internal Interaction
SUPPORT PROCESSES
Cj
Preperation for English proficiency class Create lesson plans
CUSTOMER JOURNEY MAP
Service Model This model was created to present to the client first. In my eyes, it is very linear and easy for non-visual people to easily understand the steps of the journey. This visual would become a transitional piece to the final iteration of the service model.
Cla
Studen
assroom
nt interaction
Deaf Outreach Program: Service Model
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ENGLISH CLASS Classroom
Classroom
Classroom
Hallway
Teacher interaction
Learn
Apply
Socialize
Harry teaches
Harry teaches
Starbucks
Leave
Avocate in community
Harry Advocates
Harry Volunteers assist
Volunteers assist
Harry
Reflect and reine
Methods Project II . Service Design . Lonnie Petersheim & Charles H. Lee
Project 1
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Deaf Outreach Service: Current Service Model Liberty Resources Inc. Start
3rd Floor Teach
Students socialize
Starbucks Social Brochure
the boy soccer likes
Harry creates a lesson plan. Igor and volunteers prepare class material.
Room 313
Harry teaches English grammar by writing an incorrect sentence on the white-board.
The user socializes with other classmates before class begins.
Apply
Learn 313
Find Room 313
Harry advocates for Liberty’s English proficiency class at Starbucks in Philadelphia. Marketing for the class is done mostly through word of mouth.
The boy likes soccer.
the boy soccer likes
The user learns by finding what is incorrect.
The user applies their learning by fixing the problem on the white-board.
The user is very frustrated because the path to the room is not clear. They are forced to wander through the halls.
Ask receptionist
Look for room
Harry reflects on what went well and refines his lesson plan.
Students socialize 313?
Find 3rd floor
Find elevator
User finds Liberty The receptionist is not there.
The user makes a decision on how they want to find their way to Liberty Resources.
The user socializes after class.
The user can’t find a sign for room 313. The problem is that the signage in the building is organized by the room’s name and not by room number.
1st Floor Leave building Enter building
Find elevator
User’s frustration is low.
Methods Project II. Service Design. Lonnie Petersheim & Charles H. Lee
Cj
CUSTOMER JOURNEY MAP
Current Service Model The current model represents the steps a user takes along with how they interact with the space in the present time. We used this to compare with the future model and work with our client to think about how to make this process easier.
Deaf Outreach Program: Service Model
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Deaf Outreach Service: Future Customer Journey Map Liberty Resources Inc. 3rd Floor
Starbucks Social Brochure
Teach
Students socialize
Room 313
the boy soccer likes
Harry teaches English grammar by writing an incorrect sentence on the white-board.
The user socializes with other classmates before class begins.
Harry advocates for Liberty’s English proficiency class at Starbucks in Philadelphia. Outreach for the class is done mostly through word of mouth by Harry.
Apply
Learn 313
Brochure
Find Room 313 The boy likes soccer.
the boy soccer likes
The user learns by finding what is incorrect.
Third floor, Ed Roberts Room
Third floor, Room 313
Harry creates a lesson plan. Igor and volunteers prepare class material.
The brochure explains that the class is in room 313, but the room is called the Ed Robert’s room. It becomes problematic when the user comes to Liberty for the first time and can’t find the room.
The user applies their learning by fixing the problem on the white-board.
Harry reflects on what went well and refines his lesson plan.
By changing the room number on the brochure you will remove frustrating steps in the process.
Students socialize Look for room
Find 3rd floor
Find elevator
Ed Roberts Room
User finds Liberty
The user finds the signage to navigate to the room easily.
The user socializes after class.
The user makes a decision on how they want to find their way to Liberty Resources.
1st Floor Leave building Enter building
Find elevator
User’s frustration is low.
Methods Project II. Service Design. Lonnie Petersheim & Charles H. Lee
Cj
CUSTOMER JOURNEY MAP
Future Service Model The future model represents our recommendations to Liberty about steps we believe should be changed. This model became a boundary object and tool for discussion with our client to discuss how to make the journey easier for their users.