My Metrics Evaluation Grupp7

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My Metrics Evaluation Grupp7

  1. 1. MyMetrics: Using expectation and experience to inspire service innovation and improvement Grupp 7 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!
  2. 2. Overview <ul><li>Service being evaluated: </li></ul><ul><li>Café </li></ul><ul><li>Contents: </li></ul><ul><li>Background </li></ul><ul><li>Research </li></ul><ul><li>Cosiness </li></ul><ul><li>Consistency </li></ul><ul><li>Desirability </li></ul><ul><li>Convenience </li></ul><ul><li>Opportunities </li></ul><ul><li>Observations </li></ul>Team members Rasmus Christian Chris Henrik
  3. 3. 1. Background <ul><li>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 Café. </li></ul><ul><li>We spent an afternoon observing, analysing and thinking about service design and innovation opportunities for our service. We visited three different cafés (McCafé, Tabac and Kaffebar) to get a bigger picture of the service. </li></ul><ul><li>The research followed a talk called ‘designing services’, which can be found at http://www.slideshare.com/servicedesign </li></ul>
  4. 4. 2. Research
  5. 5. 3. Cosiness <ul><li>What we expected to happen: </li></ul><ul><li>Couches </li></ul><ul><li>Dim lights </li></ul><ul><li>Wooden interior </li></ul><ul><li>Ambient music </li></ul><ul><li>What actually happened: </li></ul><ul><li>We didn´t find the café experience as cosy as we expected. Partly we think the experience differs in the daytime from the nighttime. </li></ul>Examples:
  6. 6. 4. Consistency <ul><li>What we expected to happen: </li></ul><ul><li>The same feeling every time we </li></ul><ul><li>Visit a specific café. </li></ul><ul><li>What actually happened: </li></ul><ul><li>From experience we know that the choosen cafés are very consistant considering menus, feeling etc. </li></ul>Examples: [Any pictures, text, notes etc]
  7. 7. 5. Desirability <ul><li>What we expected to happen: </li></ul><ul><li>People´s choice of café depends on the specific characteristics of the café. </li></ul><ul><li>What actually happened: </li></ul><ul><li>McCafé: Fast </li></ul><ul><li>Kaffebar: Nice area. Simple and cheap sandwiches </li></ul><ul><li>Tabac: Large menu </li></ul>Examples: Falu sausage sandwich, only to be found at Kaffebar
  8. 8. 6. Convenience <ul><li>What we expected to happen: </li></ul><ul><li>Comfortable </li></ul><ul><li>Nice staff </li></ul><ul><li>What actually happened: </li></ul><ul><li>Cafés in general are not made for big groups of people, maximum two or three people. </li></ul>Examples:
  9. 9. 7. Opportunities <ul><li>Three problems </li></ul><ul><li>New costumers may be alienated due to the niche of the café. </li></ul><ul><li>Cafés are often to small for groups bigger than two or three people. </li></ul><ul><li>Different range of items at different cafés can be confusing. </li></ul><ul><li>Brief </li></ul><ul><li>A guide to various cafés – if you don’t like a specific café you can easy get info about an other café. Besides menu info, the guide parameters could include feeling or type of café. </li></ul>
  10. 10. 8. Observations <ul><li>[Finally, what would you change about this exercise?] </li></ul><ul><li>What worked? </li></ul><ul><li>What didn’t? </li></ul><ul><li>What would you have done differently? </li></ul><ul><li>Why? </li></ul><ul><li>[Answer as much or as little as you like!] </li></ul>

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