My Design Process and Developing a Toolkit

Over the past few days I have been working to create a plan of action in terms of mapping my design process for this project.  Below you can see a 6 stage development progress that will take me from insights to user testing and completion. I simple version of the toolkit can be seen below with the 6 stages and the tools I intend to use in each section:

  1. Framing 
  • Objectives and research questions
  1. User insights and Personas
  • User Journey Map (Satisfaction & Actors map)
  • Persona and User Analysis
  1. Design scope 
  • Design Challenges
  • Design Requirements
  1. Ideation 
  • Inspiration Blossom
  • COCD Box
  1. Concept Refinement 
  • Concept Storyboard
  • New Speculative User Journey Map
  1. Prototype and test 
  • User Satisfaction Map

After I had developed the above structure, I completed the first stage (a quick few questions). I then began to design the tools for the second section; this section involves getting the stakeholders to interact with the toolkit itself.  Once I had sketched up the designs for the tools I planned how I would create them using the Adobe suit (when I gained access to it next).

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NCR & My Task

NCR Corporation

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.