To really understand what the platform would look like I decided to map out the interaction functionality for both a mobile and web based application. Both maps host similar functionality however content review and text based input aspects, are stronger on the web based display due to the benefit of having a large screen and additional input functionality (keyboard etc…). The web based system also has additional functionality in the form of an admin section. This section is for those within the product development team that govern the customer/consumer insight gathering aspect of the platform. Due to the additional capability that are available on a computer (web app) in comparison to a mobile device the admin aspects may not be available on a mobile device, this conundrum is still under discussion however.
I now intend to sketch prototype the aspects of the maps that can be seen in this post. I will then sue these sketch prototypes to ask for further advice on the platforms development.
Day one consisted of familiarising myself with my surroundings and building an understanding of place. Once I was settled in I was invited to a meeting in order to discuss my thoughts on the brief with both Steve Birnie (consultant industrial designer) and Charlie Rohan (senior director of user centered design). They were able to provide several names of people that work within the company that would perhaps be able to put me in contact with certain stakeholder groups along with many other useful insights.
The following day I met with one of NCR’s account directors. As a sales professional he keeps a very close relationship with his/NCRs customers. He had a great deal of knowledge of what the customer wanted and was able to give detailed accounts of how much things would cost the customer and what product they would be interested in. I was informed that the rise of the ATM has allowed for banks to move staff out onto the floor instead of behind the glass screens, allowing for more immersive interaction. I was then informed that these days the consumers can even do all there banking at home on their computer or mobile device and avoid the bank all together.
Following on from the conversations I had at the start of the week, I created my first iteration of a stakeholder’s information sheet. This sheet detailed my current knowledge of what roles each stakeholder played as well as what other stakeholders they interacted with and what observations could be made (for example a Customer Service Engineer meets the bank/tertiary business and fixed any faults, the observations that are made could include recurring harware issues or customer frustration).
I then decided that it would be valuable to map out the service journey including each of the stakeholders, in order to understand where each of the stakeholders interact and to what level of communication they undergo. After this decision was made I began to think about who the stakeholders were and gained a basic knowledge of their role within the service journey.
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.