MyMetrics: Using expectation and experience to inspire service innovation and improvement
MyMetrics at Hyper Island Hello! Please upload your presentation to slideshare.com and tag it with ‘hyperislandservicedesign’ (and anything else you think is appropriate.) - We’ll then be able to comment on the content, and discuss the successes and failures online! Thanks!
Using the ‘five fundamentals’ of service, a range of personas and other materials, we’ve created several ‘MyMetrics’ - measures of experience focused on a specific type of service - In our case Vasamuséet
We spent an afternoon observing, analysing and thinking about service design and innovation opportunities for our service…
The research followed a talk called ‘designing services’, which can be found at http://www.slideshare.com/servicedesign
3. Entertainment & Desirebility MyMetrics at Hyper Island Bluescreen What we expected to happen: In general to find the atmosphere uninspiring. No interactive experiences. A bit exciting. What actually happened: We were convinced in the entrance that our expectations were going to be fulfilled. Inside the museum we were disappointed that no new interactive solutions were found and also that the existing technique being used is so antique. Examples: Old movies and “multimediacentre”
4. Educational MyMetrics at Hyper Island What we expected to happen: School classes, tourists. Swedish culture and educating flashbacks. A lot of information/knowledge. What actually happened: No school classes. Lots of tourists. Information and knowledge were given in many languages and thru different media channels. Examples: Movie with english subtitles. Signs with information in eight different languages. Guided tours in many languages. A computer game were you learn how to load your ship.
MyMetrics at Hyper Island Examples: Signs in many languages.
6. Enviroment MyMetrics at Hyper Island What we expected to happen: Cold or warm. Odd smells. Silence. Non interactive and boring. What actually happened: Appealing atmosphere. Well planed lightning. No obvious direction pointed out on where to go. Examples: Warm lightening.
Our biggest problem at Vasamuséet was the lack of interactive experiences that could enlighten our visit. Because the visitors were not allowed to enter the ship, it would be interesting to have some kind of experience room.
We would have to figure out how the visitors would be able to use and experience the experience.
Interviews and make analyses of the target group.
Good reputation which will results in more visitors.