Background
At the Detroit Department of Transportation (DDOT), there have been valid complaints from seniors and disabled riders who feel unsupported and face difficulties when using transportation services. Issues include long walking distances and challenges in securing designated seats on buses. One specific problem is the outdated process for seniors to obtain ID cards, which involves multiple steps and a lengthy waiting period of up to 30 days.
Objective:
The objective is to streamline the application process for seniors to obtain their discount cards (ID cards) in a user-friendly and efficient manner. This involves simplifying the process, reducing waiting times, and creating a one-stop-shop experience. The project aims to regain trust from riders, increase ridership, and improve accessibility for seniors, while adhering to DDOT's brand guidelines and ADA requirements. The project will employ design thinking techniques and collaboration with stakeholders within the constraints of a limited budget and available manpower.
Design Thinking Techniques
Direct Observation:
Observing stakeholders in their natural environment while completing the current application process provided valuable insights into user experiences. It also highlighted the significance of involving employees as stakeholders in the project.
360 Empathy:
Focusing on empathy was crucial, especially considering the vulnerable nature of the senior population. Developing a deep understanding of their needs was essential for designing an effective process.
Journey Mapping:
Creating a visual representation of the existing process helped identify pain points and demonstrate the need for improvement to management.
Card Sorting:
Utilizing card sorting activities allowed participants to prioritize and categorize features for the reduced fare program and the kiosk. It led to valuable insights, including the identification of must-have features such as seating, a live employee, and a camera feature.
Storyboard
This storyboard showcases a series of illustrated frames representing the step-by-step process of a senior using the kiosk to apply for a discount card, without assistance. He/She is easily able to follow along on the screen, provide the necessary paperwork to apply and also receive next steps in the process. This storyboard was created using artifacts and research into the use of kiosks in normal everyday circumstances. This tool helps me better understand the circumstances from which seniors would encounter and use.
Flowchart Image: The flowchart image visualizes the flow of actions and decision points within the kiosk application process. It consists of interconnected shapes and arrows that represent the sequence of steps and transitions between different stages of the application process. The flowchart provides a visual representation of the logical flow and decision-making paths followed by the user while interacting with the kiosk.
Task Flow
The task flow is the main flow our users will follow to complete the main task (in this case, applying for a Reduced Fare card), identifying key screens that will eventually fit into the larger flow. I used the storyboard as a guide through the main task flow. I took the task to the next level and added in complexities and decisions to the flow.
The task flow is the main flow our users will follow to complete the main task (in this case, applying for a Reduced Fare card), identifying key screens that will eventually fit into the larger flow. I used the storyboard as a guide through the main task flow. I took the task to the next level and added in complexities and decisions to the flow.
Results:
The proposed solution, DDOT "Senior Corner," consists of the following components:
Kiosks: Equipped with ADA seating, language selection, and a camera feature to enhance accessibility and user experience.
Information Stand: Providing applications, senior-specific information, DDOT materials, and senior magazines to assist and engage seniors during the application process.
Employee: The presence of a customer service representative on weekends to provide assistance with prequalification and address any concerns.
By implementing the streamlined process and introducing the DDOT "Senior Corner," the project aims to meet the needs of seniors, improve accessibility, and enhance the overall application experience, ultimately increasing ridership among the senior population. A website and Phone App will follow.
Background
Salon KNH, a popular hair salon, wanted to develop a user-friendly mobile app that simplifies the process of booking appointments and purchasing hair products. As the UX designer for the project, my objective was to create a seamless and intuitive app that enhances the user experience.
Objective:
To provide users with a convenient platform to book appointments with salon stylists and purchase hair products. The app aimed to streamline the booking process, improve customer satisfaction, and increase sales.
Methodology
User Research:
Identified the target users as customers looking to book appointments and purchase hair products.
Conducted user interviews and surveys to understand their needs, pain points, and preferences.
Analyzed competitors' apps and market trends.
User Journey:
Mapped out the user journey to visualize the steps a customer takes to book an appointment and purchase products.
Identified pain points and areas for improvement in the existing process.
Conceptual Design:
Developed user personas based on research findings to represent different customer segments.
Created a design concept that emphasized ease of use, efficiency, and a visually appealing interface.
Wireframe Sketch:
Sketched low-fidelity wireframes on paper or a whiteboard to visualize the app's layout, content placement, and interaction flow.
Explored different design ideas and iterated based on feedback.
Artifact Model
Created a model to show the usefulness of the app by the main users, hair stylist, assistant and the customer.
Hair Stylist:
Appointment Dashboard - An artifact that provides the stylist with an overview of their daily schedule, including booked appointments, customer preferences, and service requirements.
Appointment Dashboard - An artifact that provides the stylist with an overview of their daily schedule, including booked appointments, customer preferences, and service requirements.
Client Profile Template - A digital artifact containing customer information, including hair preferences, previous treatments, and any specific notes or allergies.
Salon Assistant:
Appointment Scheduler - An artifact that enables the assistant to manage the salon's appointment calendar, schedule bookings, and allocate resources efficiently.
Appointment Scheduler - An artifact that enables the assistant to manage the salon's appointment calendar, schedule bookings, and allocate resources efficiently.
Inventory Management System - A digital artifact that tracks product stock levels, generates alerts for reordering, and maintains product information, streamlining the assistant's inventory management tasks.
Customer:
Booking Interface: An artifact that provides a user-friendly and intuitive platform for customers to browse available appointment slots, select services, and book appointments conveniently.
Booking Interface: An artifact that provides a user-friendly and intuitive platform for customers to browse available appointment slots, select services, and book appointments conveniently.
Purchase History: An artifact that allows customers to view their previous purchases and easily reorder favorite hair products.
Flow Model:
Created user flow diagrams to illustrate the ideal steps a customer would take to book an appointment and purchase products. Identified decision points, user interactions, and potential error scenarios.
Wireframe Design:
Translated the wireframe sketches into digital wireframes using design tools.
Incorporated visual elements, such as colors, typography, and icons, to enhance the visual representation of the app.
Prototype:
Developed an interactive prototype using tools like InVision or Adobe XD to simulate the app's functionality and user interactions.
Conducted usability tests with representative users to gather feedback and identify areas for improvement.
Results
Updated Booking Process:
Added a secure login feature to allow users to repeat a previously scheduled appointment easily.
Introduced the option for returning customers to schedule up to three future appointments in advance, improving convenience.
Ratings and Feedback:
Included a ratings section for each stylist, enabling customers to provide feedback and improve the quality of service.
Integrated a notification system to inform customers about their upcoming appointments and stylist availability.
Streamlined Product Purchases:
Simplified the product browsing and purchasing process, allowing users to add items to their cart and complete the purchase seamlessly.
The final design achieved the objective of providing a user-friendly salon booking app, streamlining the appointment booking process, and enhancing the customer experience.
