As part of my MSc by Research I was invited to take up a placement within the Dundee branch of NCR as a professional Intern. NCR is an international hardware, software and electronics company that produces market leading products for the retail, hospitality, travel, telecoms and financial industries. Most commonly known for developing and producing ATMs worldwide NCR has around 180 locations across the globe all working to better the customer experience.
Pre start date
After initial conversations with Steven Birnie (consultant Industrial Designer at NCR) I was sent a project brief. On first read the brief appears to be offering two separate angles for the project. Firstly, to design a mobile interaction that will help in the delivery of cash, and secondly, a platform that will help the design team harness the insights of their users. By analysing the brief I was able to condense it down into two sentences, as read below:
“I am tasked to conceptualise and deliver an appropriate and unobtrusive mobile oriented platform in which to gather perceptions and insights into how the NCR product range is being delivered. The platform will act as a knowledge exchange between the wide range of NCR’s stakeholders and the product development team.”
After I had condensed the brief down, I was presented with three key questions:
- Who are the key stakeholders within the service journey?
- How do you best involve these stakeholders in the design conversation?
- How can you best gather the insights held by the stakeholders?
From this it was clear that my first task was to really understand who the key stakeholders were and what actions they take within the service ecosystem.