Type of Project
- User Experience Design Master of Arts
- Service Design for Social Innovation
- 2020
- Service Design for Social Innovation
- 2020
Skills
- Group Work
- Secondary Research
- Service Design
- Social Innovation
- Secondary Research
- Service Design
- Social Innovation
Background
Upskills Service Concept
Upskills is an online service designed for low-income families during the COVID-19 lockdown. It helps children and teenagers learn interesting and useful skills to prepare them for the upcoming working world (Industry 4.0). The concept helps by reducing educational and financial barriers and increasing their opportunity to thrive in the future.
The Problem
Covid-19 has changed society. Parents who work, particularly key workers, are not able to support their children as much as they would like to during the lockdown. This problem is with finances and time. Upskills aims to help boost the support given by schools and help children with their futures in the same way their parents might want to, but are not able to.
Approach
Design Sprints
Working collaboratively online over the covid 19-lockdown, the team used Mural to help generate concepts and compile research findings.
Personas
Personas were created in order to better understand the pain points and situations of people during the covid-19 lockdown. These were built using secondary research as university ethics forbid primary research for safety purposes. These were used during the sprint sessions and developed by the team as understanding of the people using the service progressed.
Goals and Challenges
Working remotely as a team due to Covid-19 was a challenge at first. However, with timed sprints and specific goals, we found we could be very productive remotely.
Ideally, we would have used primary research to develop the concept. However, being resourceful and building up empathy with secondary research was a great challenge, and we had a good level of confidence that the idea could support families.
Ideally, we would have used primary research to develop the concept. However, being resourceful and building up empathy with secondary research was a great challenge, and we had a good level of confidence that the idea could support families.
Outcome
The following boards show the service design concept through diagrams.
Customer Journey Map
We created a customer journey map to demonstrate the experience of the people using Upskills. We used two personas to visualise the steps throughout two different journeys. It also shows customer goals, touch-points, pain points and feelings. As a group, we used a Mural board to build the original journey map. We made Iterations and changes as we gained further knowledge and discussion of the design. The image below is the journey map visualised in the Upskills branding.
Service Blueprint
The service blueprint expands on the customer journey. We used this to understand what the service would require to operate across the user's experience.
Stakeholder Map
As a group, we used the stakeholder map to work out everyone involved with the service and their relationships.
Value Proposition Model
We were able to work out what the people using the service might need through our personas and research. The value proposition model was used to map these 'jobs to be done', 'pains' and 'gains'.
'Jobs to be done' are tasks the service users are trying to accomplish.
'Pains' are problematic aspects of their current situation.
'Gains' represent their ideal situation.
The canvas's left-hand side was used to ensure we had covered all the needs of those using the service.
Business Model Canvas
The Social Business Model Canvas shows why the service is valuable and how it would work. It is a hypothesis for the service, with a broad overview explaining many aspects. This tool helps to build prototypes and test the concept.
