Research and Service Design

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Sushmita Charlu

DESIGN RESEARCH PORTFOLIO 2025

Hello! I am a designer and masters student with a multidisciplinary approach. My purpose is to design meaningful products, systems and experiences that are aligned with a sustainable present and future.

I have attempted to showcase my skills in systems thinking, UX research,service design and creative workshopping through this collection of projects.

Please do not circulate. Contact me for permissions.

Water is Well

Water is Well is an integrated device-data ecosystem consisting of a Gravity Water Sensor (GWS), a well record database and a website to equip the community to protect its groundwater resources.

All images produced by self unless specified otherwise.

Year: 2022

Client:

Role:

Product concept and System design, visual design and documentation IDEP Foundation, Bali, Indonesia

Collaborators:

Award:

Arbaz Reza, Andri Sæmundsson, Eebad Reza, Hannah Kannenberg, Greenlab Spain

Helium Foundation Grant, Fab Foundation.

The Challenge

Currently 65% of Bali, Indonesia’s groundwater is used by the tourism industry. There is an urgent need to ensure water sovereignty as well as the sustainability of groundwater extraction and usage in Bali through aquifer replenishment strategies and community driven water management practices.

I was part of a small project team consisting of designers, engineers, and entrepreneurs who participated in the Fab Island Challenge, in 2022. We travelled from across the globe to participate in a co-creation exercise that lasted over 10 days.

TheBrief

IDEP Foundation the NGO working on the Bali Water Protection initiative), needed to monitor water levels in various parts of the island for sustainable water management.

To achieve this objective, the requirement was to design a low-cost, open-source sensor which could be submerged in tube wells.

Water is Well won an implementation grant from the Helium Foundation for the creative use of wifi in a community initiative.

The project is now live in Bali and being expanded to other provinces.

a working GWS Prototype at the Fab Fest Exhibition

of User journey map on

for illustrative purposes

Snapshot
Miro

ALT Playbook

An exploratory project to develop a roadmap to sustainable livelihoods.

Note: Very limited details have been included, and concepts left intentionally vague as this project is still in development and largely bound by an NDA.

Year: 2024

Role: Team:

Project lead, research and framework design, playbook development Design and Partnership Teams at Good Business Lab

The Challenge Approach

It is widely acknowledged that workers will be uniquely affected by climate change1, especially industrial workers in the developing world2. India has close to 0.3 million formal workers directly employed in fossil fuel sector. Any plan aimed at facilitating an equitable energy transition must offer alternative opportunities with initiatives like retraining individuals, reviving traditional livelihoods, and identifying new job prospects and entrepreneurial avenues.

Given the complex and intertwined nature of the project, our research combined primary methods like interviews, field visits, focus groups, and workshops with experts This was correlated with secondary research such as literature and case study analyses on topics from livelihoods to climate change to the energy transition

pplebaum et al., 0 6 Schaer & Pantakar, 2018.

Alternative livelihoods Outcomes

System Visualization

As an interim outcome, the insights were constructed into a qualitative system visualization that served as a detailed map to document and study the complexities of renewable and nonrenewable energy systems, focusing on their inter-dependencies, challenges, and opportunities.

Theory of Change for a System in Transition

The Theory of Change developed for the playbook is a strategic framework illustrating how systematic change in fossil fuel regions can result in positive socio-economic and environmental impacts. It identifies necessary interventions, mechanisms of change, and underlying assumptions. The theory was developed by overlaying the transition goals on top of a two-loops model3.

The final* output is a Playbook that aims to serve as a guide to ideation towards alternative livelihood for fossil fuel workers and communities, with a focus on worker well-being.

Berkhana Institute, 2019

*While I am no longer with Good Business Lab, the project continues to be developed

Mesa Te Club

Participatory design for social integration through the co-creation of common areas in housing projects in Chile.

Role: Course Teacher: Collaborators:

Year: 2024 research and workshop design Professor Sampsa Hyysalo

Daniela Bianchi, Kotaro Okumura, Sumit Nayyar and Takashige Doi (student project).

The Challenge

1980’s housing policy in Chile relegated social housing to zones with low resources, creating urban segregation. The DS19 Projects were later created to mitigate housing deficit and socio-spatial integration through mixed housing.

The projects are developed by private companies following a series of guidelines and standards of quality, design and location. An important component of the development is the government mandated ‘Social Integration Plan’, a series of activities aimed at the social integration of families. before, during and after the construction of the projects.

Brief

Design a series of engagement workshops as part of the Social Integration Plan that will be meaningful to the future residents.

Re ident could be involved in the de ign proce to generate greater cohe ion and ocial integration, a well a the development of an optimal pace con idering the u e that the familie will give to it.

Constra nts

All age groups would be present during integration activitie The activities were not mandatory to attend

Our main inspiration for the workshops was the Mesa Te Club, an iconic 90’s advertisement for tea that had residents of Chile sitting across each other at joined tables outside their homes, drinking tea together. The ad has now holds cultural significance, symbolizing unity, integration and getting to

Activity 1 : Tree of Dreams

Raising awareness of social integration and community buildin

Collecting ideas on what people want from their homes

Target

Future residents

Activity 2 : Common Area Canvas

Aim

Target

Determine common area re uirement Best practice in common are Identify geographical constraints

Experts  : Architects, urban planners, social worker from corresponding municipality, developers

Taking inspiration from the Business Model Canvas, we developed the Common Area Canvas, to help experts plan exactly what “modules”playground, benches, swimming pool etc - would work for the specific neighborhood’s context.

Activity 3 : Build-a-space lab

Aim

Target

Enabling future residents to discuss and vote for the common area features they need as a community through pre-made modules, while getting to know each other.

Future residents

The Build-a-space workshop would be organized as a Mesa Te Club, and would take into account residents of all age groups, giving everyone a “Seat at the Table”. It is acknowledged that this process would be chaotic and detailed instructions are given to the facilitators.

Activity 3 : Post move interactive card game

To facilitate discussion among residents about their experiences, uncovering unused or underused features and generating ideas for improvement.

The activity was inspired by the drinking game Never have I ever but would be a totally sober version, promoting a safe space.

Timeline

Manifesto for

User Engagement

Evidence-based user-centered manifesto to enhance experiences and platform engagement

Year: 2025

Role: Client:

Movieme Entertainment

UX Research

The Challenge

Movieme is a mobile platform that enables movie loves to discover films, create watchlists and engage with other cinephiles. While demographic information about the users (urban Indian women and men aged 18-24), was readily available, there was a need to get to the heart of user retention and engagement to guide future development and creative direction of the app. They also wished to understand the pathway to expand to a more international audience.

Qualitative interviews with 15 participants revealed frustration with certain aspects of the interface, disconnectedness between features and the lack of a clear core offering. More importantly, it helped us understand why they use the app and what they enjoy about it.

Archetypes

Correlating the interview data with studies related to movie watching, I defined 4 different archetypes of MovieMe users. Subsequent research and development used these archetypes as a starting point.

Acting on the insights, the team at MovieMe is working on the development of new social features to enable user-user engagement and grow the user base growth through three key mechanisms: personal expression, community building, and collaborative discovery.

Testing

The new features were tested with 6 participants who were recruited based on the user archetypes. The test was a Wizard-of-Oz style demonstration, followed by a short interview to identify which features could be developed further, which ones were unappealing and certain potential pitfalls and trends to watch out for.

Using this information, I was able to formulate a series of qualitative metrics to evaluate positive user engagement. I paid special attention to potential pitfalls such as addiction versus enagaement, and balancing individual with community engagement

Long-term Strategies

Together with the product design team, we researched and ideated retention strategies, one of them being Profile Progression. This led us down the rabbit hole of game mechanics and psychology, learning about the 8 core drives1. We formulated 4 types of reward categories, each corresponding to a set of core drives. Rewards would be delivered in the form of progression titles, achievement badges and monetary grants.

Yu-kai Chou, Octalysis, 015

The findings were compiled into a report “A Manifesto for User Engagement”, a live document for MovieMe to refer to as they continue to build and grow their platform. The extensive findings were presented in the context of the 7 different components of the manifesto.

Manifesto for User Engageme

Bu ld ng a rec-room for all k nd of Mov e Lover

ewa ding C ea ivi y and Exp essio

Evoking he igh Feelings, P omo ing eal hy Engagemen

Balancing F eedom wi h T aining Wheel

Solo ips a e blissful, dven u es wi h f iends a e fu

E hical and nclusive Engagemen

Evolving wi h Communi y

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