Experience & Service Design Project
Class project for INFX 565: Designing Information Experiences
Quarter: Spring 2017
Team Size: 4
My Contribution: Project Manager, User Experience Designer
Scheduled meetings
Interviewed stakeholders
Brainstormed and created customer stories
Created customer journey map
Designed paper prototype
Problem
Trying new haircuts can be challenging and intimidating. People are often unsure what hairstyles would flatter their face shape, follow current trends, and would be within their skill-level to style daily.
Objective
Created a service to improve the overall salon experience and reduce anxiety for people trying a new hairstyle.
Interviews, Observations and Pain Points
After observing and interviewing, compiled our data to determine stakeholder wants, needs, and pain points.
Ideate
Brainstormed a list of possible design solutions.
Click to enlarge
Developing Ideas
After ideation, ideas were narrowed down to 10 based on how well they addressed customer pain points. Those 10 ideas were then expanded upon.
Personas
Primary and secondary personas were created for Ruth (preliminary sketch pictured), the customer who is seeking a new salon experience, and Marissa, a stylist who wants to improve customer loyalty.
Lean Canvas
The Lean Canvas model was used to explain our service experience. It allowed us to clearly address the problems our service is addressing, the solution, and other features necessary to the design of a successful product.
Customer Journey Map
Preliminary customer journey map for Ruth, from scheduling her appointment to arriving for her haircut appointment feeling calm, prepared and confident.
Paper Prototypes & Play Acting
We created rough paper prototypes of the interfaces to be used during the experience. We used play acting with users to test this experience and the functionality of our prototype.