Process blog 08

Studio Element III 8th week (05/16/2016 – 05/20/2016)

Summary of 8th week
  • Reading
    • Chapter 95 User Journey Maps
    • Chapter 82 Storyboards
    • Chapter 47 Image Boards
  • Activity / Discussion
    • In class discussion (05/17)
      • User Journey Maps
    • Observation (05/17)
      • Quick observation IT help desk
    • Presentation
      • Questionnaire (05/16)
  • Teamwork
    • Define the problem/ opportunity and intervention
      • Storyboard and wireframe brain storming
Reflection of 8th week

Making decision for the prototype: A quarter long team project is getting close to its last moment, the moment for “making prototype”. We have done a lot of researches and analyses, based on the theories and lessons from the reading materials, textbook, and lectures. Luckily, we could narrow our ideas down into two, which are making online check out system and making electronic blue card. Two different ideas were clearly asserted by two different members, and I could not make a decision to proceed our project to the next level. Thus I decided to observe the IT helpdesk at the time between classes when IT helpdesk employees are most busy. It was not a formal or structured observation, but I found it as a fundamental research skill because I could catch the entire scene including both groups, IT employees and patrons. I mainly focused on what factors cause the repetitive task since the problems from “repetitive tasks” have arisen as their main problem since the first result from cultural probe kits. As a result, I found the important reasons that not only slow the work speed down but also make the employees do the same work over and over: tasks that are currently done manually or non-electrically. After I observed those phenomena, I could be sure which direction our prototype need to go. I picked up the actual blue card and fliers they provide to the patrons. In addition, I took a picture of IT helpdesk that shows all the issues that I observed for presentation. After this experience, I understood that this is a crucial skill of research that catches lots of values from interaction, environments, artifacts, behaviors of all related people.

User Journey Maps: This is the only visualization that I have no experience among three chapters. It is interesting since it visualizes not only the story of each individual but also how the person acts, feels, etc. It is more schematized and analytic than storyboard. A well-made user journey map delivers the critical message with a well written persona and a scenario. I could learn how the well-made user journey map catches moments of certain actions, feelings, or perceptions in the class lecture. My professor showed us the Starbucks Experience Map as a good example of a user journey map. In the map, there is the baseline of experience and they anticipated the “enriched experiences and poached experiences” to above and below the baseline accordingly. The chart flows with the scenerio of the person, whose name is Eric(Persona) and I could see why this user map is successful. The story on this map is one of my experiences from Starbucks. Thus the feelings, experiences, and perceptions in the story and persona are realistic and believable. I could comprehend what my professor said about their business, “They know what they are doing.” and the standard of the world class business.

 

starbucks-experiencemap
Image source: http://socialmediaswitzerland.org/experiencemapping/


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