Personal Reflection of Feedback Received on October 22, 2020
after our presentation, we were provided with five minutes of feedback.
Feedback from Luke Johnson
During your competitive analysis, did you look into what scooter companies (Bird, Lime) are doing in response to Covid?
I asked Luke his reasoning for asking us this question and what his train of thought was. He responded that Nicole had addressed it in her feedback. For more clarification, he later messaged “The IxD program did a whole project with Bird scooter and the scooter company. I know that the pandemic is threatening literally shout down this business. Being able to reassure customers that their scooters are safe and viable options is essential to their survival…so the stakes are very high. Very surprised that they aren’t being a bit more forward in addressing this…or even showing that this is a viable option….hope that provides a bit more context.”
When I responded to Luke’s question during our five minutes of feedback, I had somewhat of a “deer in the headlights” reaction and forgot a lot of the research I had done. What initially came to my mind was the research I had done on who manages the scooter companies in Venice. I looked into this because I was curious if the companies were responsible to themselves and their users or if they had to answer to a higher authority. The Los Angeles Department of Transportation (LADOT) regulates and provides guidelines for the scooter companies, but they are still independent companies and have their own procedures and policies. By recalling the LADOT research first, I ended up providing misinformation to Luke, as Bird has addressed their response to Covid.
Nicole Chan
Reevaluate journey map - where are key moments/pain points?
I brought this up to my team when I saw the journey map that had been created. There was a hidden slide in our presentation that had information written about the user journey. I proposed visualizing that information and putting the visuals into the journey map. I backed up my proposal by saying that in Chapter 5 of "This is Service Design Doing" it is suggested to “create a well-visualized journey map that is easy to understand for people outside your team.” Since the journey map was not one of the assets I was working on, the most I could do was provide my opinion.
Not clear on proximity issue. Is this a sanitation or proximity issue? - both would be too broad
Hard to say. In my opinion, our whole concept is “too broad.”
Might be too soon to define solution as an app
Good point and I would like to hear more about why Nicole mentioned this and where her train of thought was headed.
Personal Reflection of Feedback Received on October 26, 2020
Four days after our presentation, we received additional feedback from Nicole Chan.
Notes
Persona is not strong. Didn’t give her a lot of empathy for the user-quote too general doesn’t relay to key insights of sanitation and proximity could have been more streamlined and specific to key insights.
Move HMW statement up to earlier in the presentation.
The concept and storytelling is too broad, and the problem is not defined clearly.
Likes vibration idea, proximity sensor?
Look more into what scooter companies are doing now .
Takeaways from additional feedback:
Overall we need to work on defining; our concept, key insights, persona, journey map.
We need to work on narrowing down concept, define strong key insights, and relate all materials back to those.
To do: Research and interview scooter companies, find out their response to Covid, and how we can improve that.
Something I'd like to point out: Sanitation isn’t actually an issue, it’s a perceived issue. Research studies have proven that sunlight can rapidly inactivate the novel coronavirus on the types of surfaces common on scooters and bikes, like metal and plastic. How can we inform and/or reassure our users that scooters are one of the safest modes of shared transportation at this time?
Team Reflection of Collective Feedback
On October 27, 2020, Eduardo, Rachael, and myself met to discuss the midterm feedback we received.
Our overall takeaway was that our concept was too broad and that we should focus on sanitation and proximity issues. Also, we need to work on defining; our concept, key insights, persona, and journey map. We agree that our concept is very broad and for the purpose of this project and its time constraints, we have decided to focus on solving the problems directly related to Covid; sanitization and distancing.