Treviso Service Jam_Define_fase2

FASE 02DEFINESTRUMENTI DI PROGETTAZIONE

Treviso Service Jam 2015

DESIGN CHALLENGE

Una frase che definisca meglio la vostra sfida rispetto alla vostra area di indagine.

“Indaghiamo una nuova modalità che permetta di ..... a ...... mentre sono / fanno / vanno..... in ... perché...”

PERCEZIONE

funzionalità comfort

aiuto

relazione

tempoottimizzato

usabilità

PERCEZIONE APTICA

olfatto tatto

vista

gusto

udito

sinestesica

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PERSONAS

The personas are archetypes built after an exhaustive observation of the potential users.

26 TOUCHING THE STATE

User research

Voting

Fethia’s story

34-year-old mum

who arrived in

Britain 11 years ago

Fethia is a 34-year-old full-time mum who arrived in the UK 11

years ago from Algeria. She has always considered voting to be a

vitally important act and has turned up at the ballot box for every

election since she became elegible.

Her reasons for this are very straightforward. It’s about

letting the State know which policies she believes in. Indeed she

comments on voting day: ‘The act of voting means I have my say,

I have a point and I have made my opinion.’ Yet, despite being

committed to the process, she does believe there is room for

improvement. And her biggest gripe is about the lack of informa-

tion that the State provides around election time. It begins when

she receives her official poll card. As she points out: ‘The only

information on my official poll card about voting is this tiny para-

graph. Not everybody would know what to do with it.’ She’s also

concerned by the lack of posters, disappointed by her neighbours

disinterest and cynicism, and irritated that the whole thing

seems rather flat, expecting a greater sense of occasion when she

goes to the local school to cast her vote and finally ‘have her say’.

Her big idea would be to make the whole process more

transparent, and that extends through to finding out about

the results. ‘There could be an explanation of voting, and the

process of voting, and pictures,’ she says. Currently, the polling

card ‘doesn’t tell you about the results and how you’re going to

see the results. Is it going to be on television? Will you receive a

letter?’ For Fethia the experience seems low key. ‘It’s calm,’ she

comments on leaving the polling station. ‘Too calm for me.’

TOUCHING THE STATE 27

Voting means I have my say, I have a point and I have made my opinion known

Fethia’s journey

‘Write date in personal diary’

Offi cial poll card arrives

Find childcare for the day

Speeches on TV, campaign leafl ets

Choice Voting day

‘Important, not to be missed’ ‘Try to have

conversations with my friends’

‘Information is very basic’

‘Do I have to work harder to support my candidate?’

www.designcouncil.org.uk

BLUEPRINT

The blueprint is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it.

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