An Exploration of Service Design
Create a product, service or experience within the context of a real or fictitious organization. Prototype, iterate upon, evaluate and present your design through a holistic, end-to-end customer experience (CX), by way of product design (UX), service design (SD), and information experience (IX) as a central feature.
A laundromat/cafe and service that allows for machine reservation, payment, laundry control and status updates with the mobile app. If you prefer, come in to enjoy the comfortable setting and use our onsite kiosks and touch screen machines any time. Rest assured that your items are safe with user-specific, secure machines and building access.
Research, Personas and Scenarios, Customer Journey Mapping, Lean Canvas, Experience Prototype & Usability Evaluation.
Interactive Mobile Application, Kiosk, and Machine UI. Physical Space Model; design, rendering and walkthrough.
Final Presentation and Slides (10 min.) Service/Product Video (2 min.)
Product Demo Video
primary USER concerns
- Cleanliness & Comfort
- Cost & Products / Services
- Wasted Time
- Machine Availability
We entered the field to identify underlying patterns, wants, needs, values, breakdowns, and opportunities around the task of laundry. With field observation and informal interview, we captured data from a 8 users and 3 employees at 5 local laundromats around the Seattle area.
How might we improve the laundry experience for laundromat users ?
A cafe & laundromat to complete your laundry in comfort. Enjoy user-specific, secure, machine access and onsite wifi .
Reserve machines ahead of time with the mobile app. Receive status notifications and control laundry settings from anywhere.
Enjoy efficient, combo wash/dry machines with detergent selection within. Set up payment one-time; and never mess with quarters.
Swift Spin Mobile UI
Onsite Kiosk User Interface
Take a Tour OF the Physical Space
Now let's take a look back at how we got here...
IdentiFying the opportunity
For this project we wanted to challenge ourselves with a something new. We began diving into experiences and interactions that haven't changed in a long time. After some deliberation, we decided to pursue the seemingly mundane business of laundry.
We wanted to know:
- Who regularly uses the laundromat?
- What is the user experience like now?
- What do users like, dislike, avoid?
- How might it be different, better, more enjoyable?
Our ideation sessions involved development and storytelling around two key personas. After analysis of the data we gathered we identified the most meaningful goals to focus on in our design.
After choosing the holistic, end-end user scenario that most closely matched the needs, preferences, values and goals of our Primary and Secondary Personas, we began designing the touch-points and micro-interactions within the user journey.
Customer Journey Map / Service BluEprint
Key experience touch-points identified with bubbles.
Desirability - Feasibility - Viability
We designed an 'Experience Prototype', a simulation of the holistic user experience, to identify sticky points, likes & dislikes and
points of frustration with potential users .
experience Prototype: The Participants
Three participants were asked to run through a simulation of our scenario and 'The Swift Spin Experience' and provide honest feedback.
Each simulation took approximately 45 minutes and included an introduction, several questions during the simulation, as well as a series of follow-up questions at the conclusion regarding their experience in general and around specific touch-points and decisions along the way. .
Experience Prototype: Planning the Experience
The Mobile App, machine UI, and Kiosk UI were created with paper prototype screens. To simulate the non-digital components of the experience we used other rapid prototyping methods to modify a physical studio space into an 'apartment', 'car', 'bank' and a 'laundromat cafe'.
By incorporating locations other than the laundromat, we were able to simulate what the use of the mobile app and receipt of app notifications might be like.
Experience Prototype Evaluation
Feedback and observation from the Experience Prototype prompted several rapid iteration modifications between participants.
Other findings influenced final design decisions, including customizability of notification frequency, the need for an on-boarding tutorial and several user interface changes that were causing some confusion.
By simulating the user journey we were able to more confidently predict how our target audience may behave or perceive experiences and develop thoughtful iterations and a final design that we could get behind.