Don't Create Friction For Your Customers - A case study on how a serv…
Don't Create Friction For Your Customers - A case study on how a service design project sprint can help you make better decisions
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Don't create extra friction for your customers. Learn how a Service Design Sprint can help you make better decisions and offer better services to your customers. Sometimes we implement things with the best intentions but without really understanding the impact it will have on our customers. Quite often it causes additional friction that frustrates your customers. A Service Design Project Sprint can help you learn quickly and cheaply if you idea is going to create a positive impact or if it is going to create more friction.
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Creating impact with project sprints
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Project sprint case study in digital education
1. Don’t Create Friction For Your Customers A Case Study on how a use a Service Design Project Sprint to help you make better decisions.
3. In Kuala Lumpur the KLIA Express is the fastest way to get to the airport from the city and vice versa.
4. It costs Rm35 and only takes 28 minutes.
5. This is how a ticket used to look.
6. You’d feed the ticket into the barrier machine and it would be returned to you once the barrier opened.
7. You needed to reuse the ticket at you destination station to exit.
8. It caused some queues at the exit barrier resulting in a delay for passengers.
9. This is what they use now.
10. No doubt that QR codes are a “newer” technology.
11. But do they make sense from a user perspective?
12. Do they make our lives any easier than the old system?
14. It takes more time for you to scan the QR code at the barrier.
15. It may only take an extra 4-10 seconds.
16. But if you have 100 people trying to exit at once, it adds up.
17. An extra 4 seconds per person results in more than a 6 minute delay for everybody on the train to clear the exit barrier.
18. As a user this delay is incredibly frustrating.
19. By installing QR Code tickets KLIA Express has created more friction for their customers.
20. Updating to a new technology without understanding how it will impact people…
21. …is a killer mistake that many people make.
22. QR codes are great, and incredibly useful if applied to the right problem.
23. But implementing them because they are “new” ends up creating a frustrating situation for your users.
24. And it probably cost them a lot of time and money to implement.
25. They basically spent time and money to create a service that is worse than before.
26. How could this have been prevented?
27. By taking a human centred approach to the problem.
28. They could have spent time observing how people use their service.
29. They could have prototyped and tested the use of QR codes.
30. They probably tested the technical feasibility of QR codes.
31. But not the usability and desirability from the users.
32. In less than a week they could have learnt that implementing QR codes would have no benefit to their users.
33. And moved their focus onto projects that could create a more positive impact.
34. The theory behind Human Centred Design is fairly simple.
35. The application can be hard.
36. Let us guide you.
37. Or if you don’t have the time let us do it for you.
38. We can do the work while you reap the benefits.
39. Let’s connect. Share your experiences with us or learn how we can help you. @The_Dot_Connect http://www.slideshare.net/hiongyt www.thedotconnect.com findhiong@gmail.com