Now that I am coming up for the halfway point on this project I thought it valuable to have a Re-analysis of the design scope. The design scope included such aspects as the design challenge, the design objective, the predicted users, KPIs, barriers and the design requirements.
To gather the insights of NCRs key stakeholders by bridging the gap between those that drive the product development, and those that interact with the finished product.
Predicted Users (and what they offer)
Riggers – by feeding in the insights from the first customer interaction with the product as well as any installation issues that they personally may have.
Customer Engineers – by feeding in the customer complaints they receive regarding the servicing of the machinery. If there is a regular occurring fault this could be fed into the system.
Accounts Team – if there is any special requests or questions about the future of the industry the accounts team will be one ones that are asked. This information could be fed into the system to inform the company of any questions that the customer is starting to ask. Accounts will also be the first person that the customer comes to if they have a problem with the current or old products.
UCD Team – Will manage the service/product in order to facilitate the exchanges of information between the development team and the customer facing stakeholders.
The Design Challenges
- Providing an effective incentive for the users
- Finding a way to maintain continued use of the service/product
- Making sure that the service/product can be used by all transitionally
- Making sure the correct amout of effort is being implemented to receive valid content
Most Important Measures of Success (KPIs)
- User Satisfaction: an increase in the satisfaction of the users.
- Resolution Timescale: the speed of resolution when acting on a gathered insight.
- Actionable Insights: quantity of insights gathered that can be actioned on.
I split the requirements into three separate fields, seen below, and asked myself what the most important requirements are for each of the sections. I then selected 8 requirements at the end as the most important. The final 8 requirements will then be used to develop a lotus blossom (design technique).
Physical – Usage Environment
Relational – Interactions with Others
Activities – Operations of Use
Emotional – Non-Functional
Rational – Functional
Most important Requirements (in no particular order)
The next stage of my process is the ideation stage. I will now begin to develop some ideas around a potential outcome to solve the project objective. Considering all the above aspects I believe I have an effective grasp of the challenge at hand.