Case study of a design research project by Raquel Ullate, Silvia Gállego and Itziar Pobes at Service Design in Government 2019 (http://govservicedesign.net/2019/)How the tiniest research —a few very specific tests designed to validate some final hypotheses— ended up producing unexpected insights and game-changing themes simply by paying attention to unconfirming evidence.
1. U N E X P E C T E D I N S I G H T S V S .
B A R C E L O N A M E T R O S I G N A G E
W H E N T E S T I N G H Y P O T H E S E S G O E S … W R O N G ?
WE QUESTION OUR PROJECT
2. U N E X P E C T E D I N S I G H T S V S .
B A R C E L O N A M E T R O S I G N A G E
W H E N T E S T I N G H Y P O T H E S E S G O E S … W R O N G ?
WE QUESTION OUR PROJECT
3. W H O I S H E R E T O D AY
Raquel Ullate
@TMB_Barcelona
Silvia Gállego
@TMB_Barcelona
Itziar Pobes
@wequestion
4. W E Q U E S T I O N O U R P R O J E C T
P R O J E C T E S
5. W E Q U E S T I O N O U R P R O J E C T
P R O J E C T E S
A C A D È M I A
6. W E Q U E S T I O N O U R P R O J E C T
Service Design in Government
[Panel & ponents 2014-2018]
Barcelona GovJam [2013-2018]
UX Spain [2017]
State as a Service [2016]
Service Design Fringe Festival
[2016]
Service Design Days [2017]
D I F U S I Ó
P R O J E C T E S
A C A D È M I A
7. W E Q U E S T I O N O U R P R O J E C T
Service Design in Government
[Panel & ponents 2014-2018]
Barcelona GovJam [2013-2018]
UX Spain [2017]
State as a Service [2016]
Service Design Fringe Festival
[2016]
Service Design Days [2017]
D I F U S I Ó
P R O J E C T E S
A C A D È M I A
9. Underground
Sightseeing bus
Bus
390M underground journeys
198M bus journeys
6.5Mtouristic journeys
119km of underground lines
10underground lines
150trains in rush hour
192km of bus lanes
2,541bus stops
856buses in rush hour
7,935workers
69%
journeys operated
in metropolitan
area
20. P L AT F O R M L I N E D I A G R A M S
Endless
maintenance
21. P L AT F O R M L I N E D I A G R A M S
Endless
maintenance
Budget to
change all line
diagrams in
platforms
22. H O W T M B U S E D T O P L A N A S I G N A G E R E V I E W
• Laws & regulations for public transport and beyond
• Railway regulations
• Metropolitan authority rules as operator in an integrated network
• Other
• Employees opinions and previous professional experience
• Customers opinion based on complaints
23. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
24. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
25. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
26. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
4
27. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
4
6
28. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
4
6
8
29. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
4
6
8
Let’s solve some
problems with
accessibility &
customer service
signage, too
30. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
4
6
8
Let’s solve some
problems with
accessibility &
customer service
signage, too
Bigger than
expected…
31. R E D E S I G N W I T H S E M I O T I C S & G R A P H I C F I R M
1
2
3
4
6
8
Let’s solve some
problems with
accessibility &
customer service
signage, too
Bigger than
expected…
And still
unsure!
32. W E C A M E I N S I M P LY
T O VA L I D AT E S O M E D E C I S I O N S
33. W E C A M E I N S I M P LY
T O VA L I D AT E S O M E D E C I S I O N S
Don’t break
anything
34. W E C A M E I N S I M P LY
T O VA L I D AT E S O M E D E C I S I O N S
Don’t break
anything
Make
hypotheses
explicit and test
them
35. F I E L D R E S E A R C H
3 days [during 3 weeks]
12 stations
+15 different tests
36. F I E L D R E S E A R C H
3 days [during 3 weeks]
12 stations
+15 different tests
Just tiny
part of
information
system
37. T Y P E O F PA RT I C I PA N T [ I N T E S T ]
Security / Police
2%
TMB Agent
6%
Tourist
18%
Reduced mobility
5%
External not tourist
17%
Local
52%
Test length
2 ’ 4 5 ’
38. T Y P E O F PA RT I C I PA N T [ I N T E S T ]
Security / Police
2%
TMB Agent
6%
Tourist
18%
Reduced mobility
5%
External not tourist
17%
Local
52%
109
in total
Test length
2 ’ 4 5 ’
39. P I C K I N G R E S E A R C H Q U E S T I O N S
40. P I C K I N G R E S E A R C H Q U E S T I O N S
Classified
them
41. P I C K I N G R E S E A R C H Q U E S T I O N S
Classified
them
Turned
them into
hypotheses
42. P I C K I N G R E S E A R C H Q U E S T I O N S
Classified
them
Turned
them into
hypotheses
Negative
hypotheses,
too
43. G U E R R I L L A T E S T S I N
S TAT I O N S W H E R E &
W H E N W E C O U L D
F I N D K E Y PA S S E N G E R S
W H AT W E P R E PA R E D
44. G U E R R I L L A T E S T S I N
S TAT I O N S W H E R E &
W H E N W E C O U L D
F I N D K E Y PA S S E N G E R S
W H AT W E P R E PA R E D
Short tasks
to be made
between
trains
47. D E V E L O P I N G T E S T S
Task
Validation
conditions &
thresholds
48. D E V E L O P I N G T E S T S
Task
Validation
conditions &
thresholds
Tasks
per station
& time
49. S C A L E D P R O T O T Y P E S
O F T H E P L AT F O R M
L I N E D I A G R A M
W H AT W E P R E PA R E D
50. S C A L E D P R O T O T Y P E S
O F T H E P L AT F O R M
L I N E D I A G R A M
W H AT W E P R E PA R E D
Passengers
would point
solutions to the
tasks
51. S C A L E D P R O T O T Y P E S
O F T H E P L AT F O R M
L I N E D I A G R A M
W H AT W E P R E PA R E D
Passengers
would point
solutions to the
tasks
Initially…
52. L 9 S O U T H A S T H E L I N E
C O N N E C T I N G T O T H E A I R P O RT
O N E E X A M P L E
53. L 9 S O U T H A S T H E L I N E
C O N N E C T I N G T O T H E A I R P O RT
O N E E X A M P L E
Tourists
don’t know &
get lost
54. L 9 S O U T H A S T H E L I N E
C O N N E C T I N G T O T H E A I R P O RT
O N E E X A M P L E
Tourists
don’t know &
get lost
Locals don’t
use much
55. L 9 S O U T H A S T H E L I N E
C O N N E C T I N G T O T H E A I R P O RT
O N E E X A M P L E
Tourists
don’t know &
get lost
Locals don’t
use much
It’s an
unfinished
line
56. F I E L D D AY 1 - I S T H E S I G N O F L 9 S O U T H A S L I N E
F O R T H E A I R P O RT U N D E R S T O O D ?
TERMINAL
• Participants recognize the sign & interpret well —or not
• How long do they take to recognize and interpret it
• If they don’t, why not —they don’t see it, they don’t understand it…
57. F I E L D D AY 1 - I S T H E S I G N O F L 9 S O U T H A S L I N E
F O R T H E A I R P O RT U N D E R S T O O D ?
TERMINAL
‘How would
you go to the
airport by
underground?’
• Participants recognize the sign & interpret well —or not
• How long do they take to recognize and interpret it
• If they don’t, why not —they don’t see it, they don’t understand it…
58. F I E L D D AY 1 - I S T H E S I G N O F L 9 S O U T H A S L I N E
F O R T H E A I R P O RT U N D E R S T O O D ?
TERMINAL
‘How would
you go to the
airport by
underground?’
• Participants do recognize the sign & interpret it well
• But, they’re confused by the L9 North —unconnected section
60. F I E L D D AY 2 - D O T H E S I G N S A R R O W- T O - P L A N E & C R O S S E D
P L A N E C L A R I F Y W H I C H S E C T I O N G O E S T O T H E A I R P O R T ?
TERMINAL
TERMINAL
‘How would
you go to the
airport by
underground?’
61. F I E L D D AY 2 - D O T H E S I G N S A R R O W- T O - P L A N E & C R O S S E D
P L A N E C L A R I F Y W H I C H S E C T I O N G O E S T O T H E A I R P O R T ?
TERMINAL
TERMINAL
• They do clarify, but still some minor confusions
‘How would
you go to the
airport by
underground?’
62. F I E L D D AY 2 - D O T H E S I G N S A R R O W- T O - P L A N E & C R O S S E D
P L A N E C L A R I F Y W H I C H S E C T I O N G O E S T O T H E A I R P O R T ?
TERMINAL
TERMINAL
• They do clarify, but still some minor confusions
• Passengers don’t get that the line is not connected
‘How would
you go to the
airport by
underground?’
63. F I E L D D AY 3 - D O T H E S I G N S A R R O W- T O - P L A N E & C R O S S E D
P L A N E C L A R I F Y W H I C H S E C T I O N G O E S T O T H E A I R P O R T ?
TERMINAL
TERMINAL
‘How would
you go to the
airport by
underground?’
64. F I E L D D AY 3 - D O T H E S I G N S A R R O W- T O - P L A N E & C R O S S E D
P L A N E C L A R I F Y W H I C H S E C T I O N G O E S T O T H E A I R P O R T ?
TERMINAL
TERMINAL
• They are 100% understood
‘How would
you go to the
airport by
underground?’
65. F I E L D D AY 3 - D O T H E S I G N S A R R O W- T O - P L A N E & C R O S S E D
P L A N E C L A R I F Y W H I C H S E C T I O N G O E S T O T H E A I R P O R T ?
TERMINAL
TERMINAL
• They are 100% understood
• Still passengers don’t get that the line is not connected
‘How would
you go to the
airport by
underground?’
66. A L L T H E T I M E
B E Y O N D T R I A L & E R R O R
67. A L L T H E T I M E
B E Y O N D T R I A L & E R R O R
Understanding
why a solution
does or doesn’t
work is key!
68. A L L T H E T I M E
B E Y O N D T R I A L & E R R O R
Understanding
why a solution
does or doesn’t
work is key!
Not randomly…
69. U N C O N F I R M I N G E V I D E N C E
VA L I D AT I N G WA S I R R E L E VA N T
70. U N C O N F I R M I N G E V I D E N C E
VA L I D AT I N G WA S I R R E L E VA N T
People
used signage
in unforeseen
ways
71. U N C O N F I R M I N G E V I D E N C E
VA L I D AT I N G WA S I R R E L E VA N T
People
used signage
in unforeseen
ways
And didn’t
use it in the as
expected!
72. U N C O N F I R M I N G E V I D E N C E
VA L I D AT I N G WA S I R R E L E VA N T
People
used signage
in unforeseen
ways
Actually, platform signage
was barely used at all
And didn’t
use it in the as
expected!
73. S H I F T I N G F R O M R I S K T O O P P O RT U N I T I E S
J J
C O N T E X T
U S E
L I N E D I A G R A M
74. S H I F T I N G F R O M R I S K T O O P P O RT U N I T I E S
J J
C O N T E X T
Hypothesis validation
U S E
L I N E D I A G R A M
75. S H I F T I N G F R O M R I S K T O O P P O RT U N I T I E S
J J
C O N T E X T
Hypothesis validation
Observation of other passengers’
behaviour in task based tests &
natural behaviour in the station
U S E
L I N E D I A G R A M
76. D E - S T R U C T U R I N G T E S T S & H A C K I N G S TAT I O N S
77. D E - S T R U C T U R I N G T E S T S & H A C K I N G S TAT I O N S
Do
passengers use
line diagrams in
platforms at
all?
78. D E - S T R U C T U R I N G T E S T S & H A C K I N G S TAT I O N S
Do
passengers use
line diagrams in
platforms at
all?
Let’s go
“upper” in the
station
81. Beyond checking
the right platform,
what do they do with
vertical diagrams?
Do passengers
still plan their
journey in the
entrance?
82. Q U A L I TAT I V E S Y N T H E S I S
A F T E R E V E RY F I E L D D AY …
83. Q U A L I TAT I V E S Y N T H E S I S
A F T E R E V E RY F I E L D D AY …
Understand
what was behind
the behavioural
patterns we were
observing
84. AT T I T U D I N A L
W H Y O U R R E S E A R C H U N C O V E R E D N E W I N S I G H T S ?
Polaine, Reason & Løvlie, 2013.
Service Design: From Insight to Implementation.
B E H AV I O U R A L
Q U A N T I
Q U A L I
F O C U S
T E S T S
S U R V E Y S
A N A LY-
T I C S
Loosely based on the Landscape of User Research Methods by
Rohrer. 2014. When to Use Which User-Experience Research Methods
85. AT T I T U D I N A L
W H Y O U R R E S E A R C H U N C O V E R E D N E W I N S I G H T S ?
Polaine, Reason & Løvlie, 2013.
Service Design: From Insight to Implementation.
It was
qualitative
B E H AV I O U R A L
Q U A N T I
Q U A L I
F O C U S
T E S T S
S U R V E Y S
A N A LY-
T I C S
Loosely based on the Landscape of User Research Methods by
Rohrer. 2014. When to Use Which User-Experience Research Methods
86. AT T I T U D I N A L
W H Y O U R R E S E A R C H U N C O V E R E D N E W I N S I G H T S ?
Polaine, Reason & Løvlie, 2013.
Service Design: From Insight to Implementation.
Polaine, Løvlie, Reason (2013)
Service Design. From Insight to Implementation
Qualitativa Quantitativa
10 persones
100 persones
10 veritats
100 descobriments
Q U A L I TAT I V E
R E S E A R C H
Q U A N T I TAT I V E
R E S E A R C H
10 people
100 insights
100 people
10 truths
It was
qualitative
B E H AV I O U R A L
Q U A N T I
Q U A L I
F O C U S
T E S T S
S U R V E Y S
A N A LY-
T I C S
Loosely based on the Landscape of User Research Methods by
Rohrer. 2014. When to Use Which User-Experience Research Methods
87. AT T I T U D I N A L
W H Y O U R R E S E A R C H U N C O V E R E D N E W I N S I G H T S ?
Polaine, Reason & Løvlie, 2013.
Service Design: From Insight to Implementation.
Polaine, Løvlie, Reason (2013)
Service Design. From Insight to Implementation
Qualitativa Quantitativa
10 persones
100 persones
10 veritats
100 descobriments
Q U A L I TAT I V E
R E S E A R C H
Q U A N T I TAT I V E
R E S E A R C H
10 people
100 insights
100 people
10 truths
It was
qualitative
B E H AV I O U R A L
Q U A N T I
Q U A L I
F O C U S
T E S T S
S U R V E Y S
A N A LY-
T I C S
It was
behavioural
Loosely based on the Landscape of User Research Methods by
Rohrer. 2014. When to Use Which User-Experience Research Methods
88. AT T I T U D I N A L
W H Y O U R R E S E A R C H U N C O V E R E D N E W I N S I G H T S ?
Polaine, Reason & Løvlie, 2013.
Service Design: From Insight to Implementation.
Polaine, Løvlie, Reason (2013)
Service Design. From Insight to Implementation
Qualitativa Quantitativa
10 persones
100 persones
10 veritats
100 descobriments
Q U A L I TAT I V E
R E S E A R C H
Q U A N T I TAT I V E
R E S E A R C H
10 people
100 insights
100 people
10 truths
It was
qualitative
B E H AV I O U R A L
Q U A N T I
Q U A L I
F O C U S
T E S T S
S U R V E Y S
A N A LY-
T I C S
It was
behavioural
Loosely based on the Landscape of User Research Methods by
Rohrer. 2014. When to Use Which User-Experience Research Methods
It was in
context
89. Q U A L I TAT I V E S Y N T H E S I S V S . A N E C D O TA L I S M
Individual
story
Similar stories that
make it meaningful
91. 4 G A M E - C H A N G I N G T O P I C S
Major changes in
how the underground
was seen & managed
by TMB
92. 4 G A M E - C H A N G I N G T O P I C S
Mental models of the network
Major changes in
how the underground
was seen & managed
by TMB
93. 4 G A M E - C H A N G I N G T O P I C S
Mental models of the network
Hubs
Major changes in
how the underground
was seen & managed
by TMB
94. 4 G A M E - C H A N G I N G T O P I C S
Mental models of the network
Hubs
Reduced mobility
Major changes in
how the underground
was seen & managed
by TMB
95. 4 G A M E - C H A N G I N G T O P I C S
Mental models of the network
Hubs
Reduced mobility
Planning & contextual signage
Major changes in
how the underground
was seen & managed
by TMB
96. 4 G A M E - C H A N G I N G T O P I C S
Mental models of the network
Hubs
Reduced mobility
Planning & contextual signage
Major changes in
how the underground
was seen & managed
by TMB
intertwined
97. M E N TA L M O D E L S O F T H E N E T W O R K
98. M E N TA L M O D E L S O F T H E N E T W O R K
“Official”
image
99. M E N TA L M O D E L S O F D I F F E R E N T PA S S E N G E R S
Catalunya
“My line”
Passeig de Gràcia
“My station”
100. M E N TA L M O D E L S O F D I F F E R E N T PA S S E N G E R S
Catalunya
“Places I want to visit”
Catalunya
H8
D20
D20
D20
V21
H8 H10 H8
V27 V29
H8
“My memories”
“My new perspective”
101. M E N TA L M O D E L S O F D I F F E R E N T PA S S E N G E R S
Catalunya
“Places I want to visit”
Catalunya
H8
D20
D20
D20
V21
H8 H10 H8
V27 V29
H8
“My memories”
“My new perspective”
102. M E N TA L M O D E L S O F D I F F E R E N T PA S S E N G E R S
Catalunya
“Places I want to visit”
Catalunya
H8
D20
D20
D20
V21
H8 H10 H8
V27 V29
H8
“My memories”
“My new perspective”
117. R E D U C E D M O B I L I T Y P E O P L E
Investment in
accessibility are
huge, but street is
out of the scope of
TMB!
118. R E D U C E D M O B I L I T Y P E O P L E
Investment in
accessibility are
huge, but street is
out of the scope of
TMB!
Beyond
stations, the
surroundings have
to be accessible
and known
119. R E D U C E D M O B I L I T Y P E O P L E
Investment in
accessibility are
huge, but street is
out of the scope of
TMB!
“My memory”:
have known before
& go to explore
Beyond
stations, the
surroundings have
to be accessible
and known
120. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
P R M
121. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
Trust in
technology
P R M
122. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
Depends on circumstances
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
Trust in
technology
P R M
123. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
Depends on circumstances
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
Trust in
technology
P R M
124. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
Depends on circumstances
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
Trust in
technology
P R M
125. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
Depends on circumstances
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
Trust in
technology
P R M
126. P L A N N I N G & C O N T E X T U A L S I G N A G E
Optimized
planning
Technology
Blurry
planning
Memory
Depends on circumstances
• Hubs & improvising
• Inaccuracy is
acceptable: rough
journey & walking
• Use memory and ask
Tecnology
+
Memory
Word-of-mouth
Time
Accuracy
Special needs [accessibility]
Unfamiliarity with city / network
•
•
•
•
Trust in
technology
P R M
127. T I M E M A N A G E M E N T
P L A N N I N G & C O N T E X T U A L S I G N A N G E
Local passengers
avoid connections.
They rather stop at a
nearby station and
walk
128. T I M E M A N A G E M E N T
P L A N N I N G & C O N T E X T U A L S I G N A N G E
Local passengers
avoid connections.
They rather stop at a
nearby station and
walk
Plan
network for
spreading instead
of repetition or
connection
129. P L A N N I N G & C O N T E X T U A L S I G N A N G E
PA S S E N G E R S F R O M C I T I E S W I T H O U T U N D E R G R O U N D
130. Train to
P L A N N I N G & C O N T E X T U A L S I G N A N G E
PA S S E N G E R S F R O M C I T I E S W I T H O U T U N D E R G R O U N D
131. P L A N N I N G & C O N T E X T U A L S I G N A N G E
R E A L U S E O F P L AT F O R M L I N E D I A G R A M S
400 €
5,600 €
756,000 €
132. P L A N N I N G & C O N T E X T U A L S I G N A N G E
R E A L U S E O F P L AT F O R M L I N E D I A G R A M S
Confirm
direction 400 €
5,600 €
756,000 €
133. P L A N N I N G & C O N T E X T U A L S I G N A N G E
R E A L U S E O F P L AT F O R M L I N E D I A G R A M S
Confirm
direction
Count
stops
400 €
5,600 €
756,000 €
134. P L A N N I N G & C O N T E X T U A L S I G N A N G E
R E A L U S E O F P L AT F O R M L I N E D I A G R A M S
Confirm
direction
Count
stops
400 €
5,600 €
756,000 €
Do we
need so
many?
135. 1 8 P R O J E C T S
• Platform & station diagrams
• Connections
• Wayfinding
• Impact on other railway operators
• Accessibility information
136. 1 8 P R O J E C T S
Hubs identification
• Platform & station diagrams
• Connections
• Wayfinding
• Impact on other railway operators
• Accessibility information
137. 1 8 P R O J E C T S
Hubs identification
Onboard information
• Platform & station diagrams
• Connections
• Wayfinding
• Impact on other railway operators
• Accessibility information
138. 1 8 P R O J E C T S
Hubs identification
Onboard information
Touristic information
• Platform & station diagrams
• Connections
• Wayfinding
• Impact on other railway operators
• Accessibility information
139. 1 8 P R O J E C T S
Hubs identification
Onboard information
Touristic information
Digital line & network diagram
• Platform & station diagrams
• Connections
• Wayfinding
• Impact on other railway operators
• Accessibility information
140. 1 8 P R O J E C T S
Hubs identification
Onboard information
Touristic information
Digital line & network diagram
Update line
diagrams
• Platform & station diagrams
• Connections
• Wayfinding
• Impact on other railway operators
• Accessibility information
142. P O L I T I C A L I M P L I C AT I O N S …
Brands &
investment
143. P O L I T I C A L I M P L I C AT I O N S …
Brands &
investment
Some signage problems are functional problems
144. P O L I T I C A L I M P L I C AT I O N S …
Brands &
investment
Some signage problems are functional problems
Why get information if you can’t use it?
145. W H AT T O D O W I T H
U N C O M F O RTA B L E D I S C O V E R I E S ?
Gordon Ross, OpenRoads
@gordonr
146. T H A N K S F O R L I S T E N I N G !
K E E P I N T O U C H
WE QUESTION OUR PROJECT
147. T H A N K S F O R L I S T E N I N G !
K E E P I N T O U C H
WE QUESTION OUR PROJECT