Project Brief
As a service provider, Vind IL wishes to use the students' knowledge to improve the event from previous years. With this, a number of challenges related to the implementation of SKi-NM were presented, which require a lot of logistics and planning to create good services and user experiences for the public. Here there is great potential for improvement around events for the SKI-NM in terms of implementation, which creates a wide range of opportunities for further development. In the subject "Service design", I have, as a group, carried out a human-oriented design process to develop a service that creates value for visitors to SKI-NM. By basing the service on the user's wishes and needs, a deeper understanding of who we design a service for has formed, which in turn will contribute to new and good user experiences.
Course: IDG3002 Service Design
About the course: https://www.ntnu.edu/studies/courses/IDG3002#tab=omEmnet
Link to Figma: https://www.figma.com/proto/18HIPYgsacUYc5F9T2XAX6/Ski-NM---tjenestedesign?page-id=0%3A1&type=design&node-id=2-16&viewport=226%2C331%2C0.08&scaling=scale-down&starting-point-node-id=2%3A16&show-proto-sidebar=1
The Assignment
Based on a client brief with Vind IL, there was great potential for improvement in the existing navigation options at the stadium. For users who have never been to Vind stadium before, it is common to find out where the various facilities are and how to navigate around the area. This formed the basis for the project, which concludes creating a clear source of information so that students can find the necessary information before and during SKI-NM 2023.
Research question:
"How can we create a clear source of information so that students can find the necessary information before and during Ski-NM 2023?"
User group: Students
Process
Methods: Qualitative and expert interviews, Field observation, Empathic service design, Auto-ethnography, Report analysis, Research wall, Affinity clustering, Personas, Scenarios, Empathy map, Touchpoint-matrix, User journey, How might we questions, Value proposition design, Brainwriting, Octopus clustering, 5 bold steps vision, Impact-effort matrix, Sketching, Reduction process, Low-fidelity prototype, Digital high-fidelity prototype, User test.
Tools: Google Docs, Miro, Figma
Priorities: #servicedesign #navigation #UU #students #information
Discover
As a part of the Discover phase, we conducted qualitative and expert interviews to get an overview of what the students needs and wishes was. It is also important to become familiar with Vind IL as a service provider. By getting to know their situation and experiences with the implementation of previous SKI-NM, what worked and what could be improved. The most important thing here was to get an impression of what kind of thoughts they had about good audience flow and how they experience the audience flow during such events.
Define
After the discover phase, the group started collecting and analyzing the insights. Based on this phase, it is about converging the research material to find a focus area. This phase is necessary to form a deeper understanding of the user, systematize and build insight. In this process, it was important for us to get into the user's point of view in order to build empathy, furthermore, find out the core problem and discover any shortcomings from the previous phase. In this phase of the project, the group has used various definition methods through a human-oriented design process. An example of a method to build up a relation was affinity clustering and touchpoint matrix:
With a completed insight phase, we found that signage at the stadium can be improved. Good signage, maps of the stadium and digital communication and magazines can create a better user experience.
Design
After a long process we formed a value proposition as a common picture of what the group should do to achieve value for our users. A value proposition is a description of what the service will do and how the group will implement this in practice to achieve value. Not least, why users should choose our service over competitors.
Value proposition:
"For students who need a well-organized arena during Ski-NM 2023, our service is a source of information that makes it easier for students to find information and navigate their way before and during Ski-NM 2023. The service gives students a good overview of various facilities and offers, which creates benefits for organizers and participants.”
After gathering several ideas, we needed to find out which of the ideas the group should manage their focus more on. It is important to place an increasing focus on ideas that have the greatest impact and feasibility, but also be able to make a decision on what has less impact and feasibility for users. As an example we conducted methods like "5 bold steps" and "Impact-Effort matrix":
Our solution
Based on this entire process we have been through with this project, we have arrived at a digital solution that has all the information our target group needs to be able to both plan in advance, but also to use during the event itself to get an overview. We have also created posters to be used in accordance with the digital solution. We have started from our value promise. The colors used in the solution reflect the colors in Vind IL's logo and this is something the group would implement, because Vind IL plays a central role in the event.
The solution involves a digital application that produces the information the user group needs to be able to plan in advance, and to use it during the event itself. The purpose of the application is to get an overview of SKI-NM. Thus, functions have been implemented such as: an overview of the programme, arenas, various offers during the event, maps and overviews over available parking spots, possible public transport and other navigation options, access to buy entrance tickets and get the oppertunity to pick up their ticket through "Tikkio", as well as notifications of upcoming events.
SKI-NM 2023 Posters
We believe that our solution should help increase student participation by providing them with sufficient information both before and during the event. A digital solution helps to make it easier for our target group to participate. Our solution is not time-consuming to implement, because it does not require a lot of resources and this is something we believe Ski-NM and Vind IL will benefit from, because the feedback we received from students was that one of the main reasons why they are willing to participate in the event is that it is a good source of information.
