MyMetrics:  Using expectation and experience to inspire service innovation and improvement Group No. 3 Hello!  Please uplo...
Overview <ul><li>Service being evaluated: </li></ul><ul><li>Our fantastic Metro </li></ul><ul><li>Contents: </li></ul><ul>...
1. Background <ul><li>Using the ‘five fundamentals’ of service, a range of personas and other materials, we’ve created sev...
2. Research <ul><li>People from all walks of life going somewhere </li></ul><ul><li>We traveled from Telefonplan to Liljeh...
2. Research
2. Research
3. Usability <ul><li>What we expected to happen: </li></ul><ul><li>Frequently used </li></ul><ul><li>Many users </li></ul>...
4. Effectiveness <ul><li>What we expected to happen: </li></ul><ul><li>People standing in lines </li></ul><ul><li>Not wide...
5. Personnel <ul><li>What we expected to happen: </li></ul><ul><li>Low expectations in general </li></ul><ul><li>Low level...
6. Environment <ul><li>What we expected to happen: </li></ul><ul><li>- Not as desired </li></ul><ul><li>- Boring </li></ul...
8. Opportunities <ul><li>We would like to do additional research on how other countries have done. We would also look at a...
9. Observations <ul><li>What useful knowledge have we actually acquired? We are not so sure. </li></ul><ul><li>Too much in...
Upcoming SlideShare
Loading in …5
×

Hyperislandservicedesign Group3

431 views

Published on

Presentation Group 3

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
431
On SlideShare
0
From Embeds
0
Number of Embeds
29
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Hyperislandservicedesign Group3

  1. 1. MyMetrics: Using expectation and experience to inspire service innovation and improvement Group No. 3 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>Our fantastic Metro </li></ul><ul><li>Contents: </li></ul><ul><li>Background </li></ul><ul><li>Research </li></ul><ul><li>MyMetric Usability </li></ul><ul><li>MyMetric Effectiveness </li></ul><ul><li>MyMetric Personnel </li></ul><ul><li>MyMetric Environment </li></ul><ul><li>Opportunities </li></ul><ul><li>Observations </li></ul>Team members Elin Simon Namroud
  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 Metro </li></ul><ul><li>We spent an afternoon observing, analysing and thinking about service design and innovation opportunities for our 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 <ul><li>People from all walks of life going somewhere </li></ul><ul><li>We traveled from Telefonplan to Liljeholmen by Metro train (4 minutes travel) </li></ul><ul><li>We talked to some people waiting for the Metro trains </li></ul><ul><li>We read the signs on the subway walls. We talked to the lad y behind the counter who worked for 30 years there. “It could be a stressful job sometimes”, she said. </li></ul><ul><li>“ I have a nice chair and the air is good. A good workplace”, she added. </li></ul><ul><li>At Liljeholmens station (a hub) the place was open and airy with good visibility. Signs were placed in a good manner, the platform was suited for blind people, the place was clean and well planned. </li></ul><ul><li>We saw people getting through the passes without paying for the journey </li></ul><ul><li>We also saw people who had some difficulty getting through the passes when using the monthly ticket. </li></ul>
  5. 5. 2. Research
  6. 6. 2. Research
  7. 7. 3. Usability <ul><li>What we expected to happen: </li></ul><ul><li>Frequently used </li></ul><ul><li>Many users </li></ul><ul><li>We expected not so many people at the moment we intended to visit the station </li></ul><ul><li>What actually happened: </li></ul><ul><li>Many people used the Metro </li></ul><ul><li>No surprises </li></ul>Examples: At the moment of our visit, we noticed that the number of people using the subway was as expected--not heavily crowded.
  8. 8. 4. Effectiveness <ul><li>What we expected to happen: </li></ul><ul><li>People standing in lines </li></ul><ul><li>Not widely effective </li></ul><ul><li>We expected at least a five minutes waiting time </li></ul><ul><li>What actually happened: </li></ul><ul><li>Passes were not effective in the sense of prohibiting people from not paying for using the subway </li></ul><ul><li>The counter was personnel-free while we passed through </li></ul><ul><li>No lines </li></ul>Examples:
  9. 9. 5. Personnel <ul><li>What we expected to happen: </li></ul><ul><li>Low expectations in general </li></ul><ul><li>Low level of knowledge </li></ul><ul><li>No desirability to communicate </li></ul><ul><li>Highly educated </li></ul><ul><li>Ignorance </li></ul><ul><li>What actually happened: </li></ul><ul><li>Impersonal </li></ul><ul><li>Kind </li></ul><ul><li>Helpful </li></ul><ul><li>Cooperative </li></ul><ul><li>Shy </li></ul>Examples: [Any pictures, text, notes etc]
  10. 10. 6. Environment <ul><li>What we expected to happen: </li></ul><ul><li>- Not as desired </li></ul><ul><li>- Boring </li></ul><ul><li>- Concrete </li></ul><ul><li>- Too little art </li></ul><ul><li>- Bad air </li></ul><ul><li>- Noisy </li></ul><ul><li>What actually happened: </li></ul><ul><li>- Open space </li></ul><ul><li>- Well planned </li></ul><ul><li>- Accessible </li></ul><ul><li>- Room (space) was the art </li></ul><ul><li>There is an artistic idea behind visual spaces </li></ul><ul><li>- Bad air </li></ul>Examples: - Concrete behind wooden walls
  11. 11. 8. Opportunities <ul><li>We would like to do additional research on how other countries have done. We would also look at a financial plan with the authorities. Information gathering is essential. </li></ul><ul><li>The problem as we see it lies within the gates, gate-crashers and lines to the ticket counters. People tend to gate-crash instead of paying for a subway journey. Ticket prices could be part of the problem, as we see it. </li></ul><ul><li>Our solution for these problems is… </li></ul><ul><li>Get rid of the gates </li></ul><ul><li>Plant a no-gates culture instead of gates </li></ul><ul><li>No counters and no people behind glass counters </li></ul><ul><li>Free of charge subway system </li></ul><ul><li>Design the place as a haven for meeting and interaction </li></ul><ul><li>Co-work with interior designers and behavioral scientists </li></ul>
  12. 12. 9. Observations <ul><li>What useful knowledge have we actually acquired? We are not so sure. </li></ul><ul><li>Too much information in short time. </li></ul><ul><li>Difficulty in grasping the core issue here. </li></ul><ul><li>We wish you would have debriefed us all. </li></ul><ul><li>Start with a smaller exercise firstly before going into the greater exercise. </li></ul>

×