Customer Scene Investigation(CSI) is a project where you put the theory of the course into practical use. You will be conducting a user study at a customer site that conforms to the theme and its requirements. This part of the course is done in teams of 4-5 persons.
What is it for?
This user study is a challenge to understand visitors at a certain place within a limited time by applying the user centred design methods. You will try to understand why the visitors are in that space, what is relation between the users and the space, does the space support the visitors, if so how, in their current states.
The main goal is to find and define the design space and the main problem(s). You are not expected to come up with improvement ideas or solutions to the problems you have explored. The aim is for you to deeply understand and identify the pain points or areas that could be improved in order to create (more) value to users.
Theme for 2018 course is Public Transportation. More detailed introduction to the theme will be published here in due time.
What will you do?
The assignment consists of three main parts:
- Field work: You will do a contextual study, including observations, interviews and/or questionnaires, of your customer site. This phase includes field work and documenting the results of your field work.
- Analyzing your field work results: This phase is about sense-making and understanding what your field work results mean as well as identifying aspects of the analyzed customer service that would benefit from improvements. This is where the workshops and deliverables come in, in the scope of the course.
- Communicating your results: This will be done in two ways. First you will prepare a 3 minute presentation supported by your poster, where you present the data you have gathered and your initial assumptions on how you intend to move forward (this is done in the session "Show me your data"). The second phase is delivering the analysed results as a presentation ("pitch") first to members of staff or decision makers at the customer you analyzed. You will also do the same presentation in class (Final presentation).
Where to start?
- Start with finding a location meeting the requirements.
- Contact the location’s owner or management and tell about your intentions. You might even need to pitch them about the scope of user study, why do you want to conduct it, what could be the potential outcome etc., before you have the permission to conduct the user study.
- Once you receive a non-negative response, aka, you have an upcoming meeting, site visit or phone call with the owner or manager of the location (sending e-mail and not receiving a response does not count), reserve your location. The reservation is done through Scene Reservation and it is based on a simple first-come, first-served principle. First check that there is NO previous reservation for the location, we do not want more than one team analyzing the same location.
- Make sure you have the consent of the location’s owner/manager to conduct the user study.
- Go wild with your user study! Everyone in the team needs to participate in the field study. Remember that there will be a peer review within the team for CSI. Don't become the freeloader! Take a group selfie of the team in customer premises or preferably together with a customer staff member.