PROTOTYPING EXPERIENCES
Duration: 10 Weeks Team Members: Geni Lopez, Audrey Kemp, Chloe Lauflouki
Objective: Explore various methods of Service Prototyping to reduce uncertainty for stakeholders, identify opportunities and evaluate solutions through experimentations and immersive pilot testing. We explored four methods of prototyping and had the opportunity to get our hands dirty in fast-paced short deadline projects.
Method 1: Investigative Rehearsal
Using life-scale models made of cardboard and tape, we created a prototype based on the current state of Starbucks. We prototyped a kiosk-style Starbucks inspired by the location in the Savannah-Hilton Head Airport. Here we explored behaviors and processes through iterative rehearsal sessions. It was an explorative process of developing and trying multiple options, experimenting with different ways of working together, and investigating timing and rhythm.
Method 2: Rehearsing Digital Services
This method uses theatrical techniques to prototype and explore digital interfaces as if they were human conversations or interactions. We modeled the interface and interactions of the mobile payment service app, Venmo. This process allowed us to see beyond the interfaces of the service and discover opportunities. By simulating a conversation and then considering how to digitize the experience, we gained valuable insights into how users may interact with this digital service. It was fun and engaging way to understand and explore behaviors, processes, and user motivations.
Method 3: Lego “Serious Play”
Using Legos, my team and I envisioned a future state airport. This method allowed us to participate and collaborate in hands-on problem-solving. It is based on several key assumptions, including the idea that everyone has a voice and that the answer to a challenge is in the system. The LSP method is underpinned by several theories and concepts, including the concept of play, storytelling, and the use of metaphors.
Method 4: Desktop Walkthrough
With the help of simple toy figurines built on a small-scale stage (cardboard, wood, and lots of glue and tape) my team simulated a current state service experience at the emergency room of ChristianaCare Hospital in Newcastle, Delaware. This method allowed us to make the experiential nature of the emergency room tangible and allowed service opportunities to be identified at a much faster pace. It also gave us a greater shared understanding within our team about the end-to-end customer experience, identify which steps in the customer journey were the most critical and recognize any other key elements or problem areas that need to be addressed.
Takeaways:
These projects taught me that prototyping is an essential step. This step allowed our team to create rapid ideations and experimentation for the challenges we were presented with. It helped us to visualize, test, and communicate service concepts receive feedback from fellow classmates. By simulating personal experiences our team was able to identify pain points and improve the situations we were given. It also helped us understand the feasibility of the service concepts we explored in a practical and cost efficient way.