Insights Toolkit

In a previous post I discussed how I was in the process of developing a toolkit that I intended to use to understand the key stakeholders within the ATM service journey better. I have since completed the design of this toolkit and it is now (after a quick look over by some peers) ready for dissemination. The toolkit is split into 5 sections as seen below:

INTRODUCTION: A brief explanation of the project and what the toolkit serves to facilitate.

Introduction-page-001

WHO ARE YOU?: A persona style questionnaire that asks the participant some background questions about themselves and the role they play.

Persona Quistionare-page-001

TIMELINE: A visualisation tool that allows the participant to map out there role within the service journey and annotate each action with who they interacted with and what the action involved.

Your Timeline-page-001

INSIGHTS MAP: A visualisation tool that allows the participant to map out how they felt during each action on their timeline. The participant is also asked to explain why they felt such a why during their highest and lowest points.

INSIGHTS MAP-page-001

ACTORS MAP: A visualisation tool that allows the participant to map out there proximity to any other key stakeholders during their activity’s on their timeline. The participant is then asked about their best and worst experience of communicating with another.

Actor Map-page-001

I now intend to disseminate these toolkits out to the key stakeholders within the ATM service journey. Once I have collected the results I will be able to map out the most valuable aspects of the service journey and understand where the communication pressures and challenges lie. With this information I will know what areas to target and how to best appropriate any design solutions.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s