Transcript
MyMetrics at Hyper Island
MyMetrics: Using expectation and experience to inspire service innovation and improvement
Team Subway Grupp 4
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MyMetrics at Hyper Island
Overview
Service being evaluated:Subway
Contents:1. Background2. Research3. [MyMetric 1]4. [MyMetric 2]5. [MyMetric 3]6. [MyMetric 4]7. [etc…]8. Opportunities9. Observations
Team membersAbbyChristoffeFredericKatjaMikaela
MyMetrics at Hyper Island
1. Background
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]
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
MyMetrics at Hyper Island
2. Research
MyMetrics at Hyper Island
3. [MyMetric 1 - Usability
What we expected to happen:The tourists will have problems finding
their way
What actually happened:All tourists went straight to the
maps/information desks and still looked insecure
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.
MyMetrics at Hyper Island
4. [MyMetric 2 - Efficiancy]
What we expected to happen: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
What actually happened:Exactly the opposite. Right on time
Examples:The travelplanner on the sl.se 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.
MyMetrics at Hyper Island
5. [MyMetric 3 - Consistancy]
What we expected to happen:That people didn’t like the prices and
was worried that the prices would go up
What actually happened:Everybody seemed to think it was way
too expensive and the information was bad in every possible way.
Examples:Information on prices differ since not
all information on the prices is updated
MyMetrics at Hyper Island
6. [MyMetric 4 - Convenience]
What we expected to happen:We expected the old people to have
problems going on the subway and going on the escalators and so forth
What actually happened: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
Examples:One old woman walked down the stairs
real slow, looking like she could fall down any minute
MyMetrics at Hyper Island
7. [MyMetric 5 - Desirability]
What we expected to happen:That it would be cheap and easy to
use.
What actually happened:People we asked, said it’s easy to use,
except for the pricing system. It is the cheapest way to go places.
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.
MyMetrics at Hyper Island
8. Opportunities
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.
MyMetrics at Hyper Island
9. Observations
[Finally, what would you change about this exercise?]• What worked?• What didn’t?• What would you have done differently?• Why?
[Answer as much or as little as you like!]
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