A peek into my Service Design work
Confidential information has been omitted to comply with NDA
Stakeholder Interviews
The Service Design Team collectively conducted 200+ stakeholder interviews. Interviewees were also invited to participate in activities such as Card Sorts and Journey Map rankings through Miro .
Data Synthesis
Data was analyzed and synthesized from both interviews and activities.
The left image below is a portion synthesized data from the Journey Map activity and Card Sorts, while the right image shows CX/EX needs that would eventually translate into User Stories.
Behavioral Archetypes
We created behavioral archetypes to represent trends within participant groups, then later mapped their traits into a spectra for comparison.
Experience Map
This is one of many experience maps we created. This visual tool helps map a stakeholder group’s experience through the program, from awareness, to the end of their time with the program. Our team created experience maps for every stakeholder group interviewed and would later compile into a larger journey map that encompasses all stakeholders on their journey through the program. For the sake of consistency, the team decided to boil the experiences down into 3 main groups: Positive, Negative, Neutral.
Due to research limitations, not every interview participant is recorded at every step.
