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Grupp4metrics Subway


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Grupp4metrics Subway

  1. 1. MyMetrics: Using expectation and experience to inspire service innovation and improvement Team Subway Grupp 4 Hello! Please upload your presentation to 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>Subway </li></ul><ul><li>Contents: </li></ul><ul><li>Background </li></ul><ul><li>Research </li></ul><ul><li>[MyMetric 1] </li></ul><ul><li>[MyMetric 2] </li></ul><ul><li>[MyMetric 3] </li></ul><ul><li>[MyMetric 4] </li></ul><ul><li>[etc…] </li></ul><ul><li>Opportunities </li></ul><ul><li>Observations </li></ul>Team members Abby Christoffe Frederic Katja Mikaela
  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 [insert service name] </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 </li></ul>
  4. 4. 2. Research
  5. 5. 3. [MyMetric 1 - Usability <ul><li>What we expected to happen: </li></ul><ul><li>The tourists will have problems finding their way </li></ul><ul><li>What actually happened: </li></ul><ul><li>All tourists went straight to the maps/information desks and still looked insecure </li></ul>Examples: One woman was looking at the station map for a long time, looking really insecure, then she got on the subway and stood by the subway map there aswell.
  6. 6. 4. [MyMetric 2 - Efficiancy] <ul><li>What we expected to happen: </li></ul><ul><li>We thought that the subway would be late pretty much all the time because that is what we always hear and what people is familiar with when it comes to the swedish subway </li></ul><ul><li>What actually happened: </li></ul><ul><li>Exactly the opposite. Right on time </li></ul>Examples: The travelplanner on the site was really good and accurate. But the signs on the stations are not good, they say: 5 minutes left to next train for like 10 minutes sometimes.
  7. 7. 5. [MyMetric 3 - Consistancy] <ul><li>What we expected to happen: </li></ul><ul><li>That people didn’t like the prices and was worried that the prices would go up </li></ul><ul><li>What actually happened: </li></ul><ul><li>Everybody seemed to think it was way too expensive and the information was bad in every possible way. </li></ul>Examples: Information on prices differ since not all information on the prices is updated
  8. 8. 6. [MyMetric 4 - Convenience] <ul><li>What we expected to happen: </li></ul><ul><li>We expected the old people to have problems going on the subway and going on the escalators and so forth </li></ul><ul><li>What actually happened: </li></ul><ul><li>As we thought the old people had problems going up and down on escalators and they didn’t feel at all that it was secure to be there </li></ul>Examples: One old woman walked down the stairs real slow, looking like she could fall down any minute
  9. 9. 7. [MyMetric 5 - Desirability] <ul><li>What we expected to happen: </li></ul><ul><li>That it would be cheap and easy to use. </li></ul><ul><li>What actually happened: </li></ul><ul><li>People we asked, said it’s easy to use, except for the pricing system. It is the cheapest way to go places. </li></ul>Examples: A man from Iceland with a big bag said he’s always taking the metro, since it’s much cheaper than taking a taxi.
  10. 10. 8. Opportunities <ul><li>The next step would be to define the core of the problem. Through discussions we can find the essence and find details that stand in the way of people understanding and using services accordingly. We think that the subway in Stockholm has problems communicating with its users. Finding the correct subway might not be so easy for everyone. Especially tourists might have problems when most of the signs are in Swedish. </li></ul>
  11. 11. 9. 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>