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www.peakxd.com.au
eXperience Design Brisbane - 21st February 2018
Designing without users: Commonwealth
Games GC2018 Journey Planner
David Humphreys
Identify the journey planning information needs of various current and future
customer groups and design, test and report on the experience.
Commonwealth Games GC2018 Journey Planner
How do you research users that don’t exist yet?
The problem
• Very hard to conduct primary research on existing user behaviour and
insights
• But we don’t have any users yet
Our approach
1. Leverage existing knowledge
2. Benchmark past and existing journey planners
3. Create assumptive personas and scenarios
4. Create both technical and visual artefacts
5. Co-design wireframes with stakeholders
6. Test our assumptions (with real potential users)
1) Leverage existing knowledge
Secondary data and outside experience
Use secondary data
Use what data and resources TransLink had
• TransLink is a data driven organization
• Accessed data for smaller events and Gold Coast travel behaviour
• Reviewed TransLink feedback data around events
• Co-facilitated business requirements workshop with our partner,
Squiz.
Likely travel expectations
“I expect timely, accurate updates.”
“I expect to have sufficient information available online for
planning my trip.”
“I want certainty around free travel.”
“I expect good signage at venues and key stops.”
“I expect website, apps and Event pages to have the same
information.”
“I expect it to be accessible …”
Leverage knowledge from similar events
Kavita Kapoor (former New Media Product Manager for London 2012)
conducted interviews with her past colleagues
“How were major events different”!
Lessons from London Games journey planner
1. Get everyone planning journey’s early
2. Single source of syndicated data
3. Authoritative, authentic and fun
4. The Journey Planner is a short lived product
5. Provide useful results …
6. … in real time!
2) Benchmark past and existing journey
planners
Exposing ourselves to best of breed.
Benchmark journey planners
3) Create personas and scenarios
Based on available data and assumptions
Personas and scenarios
4) Collaborative wireframe design with
stakeholders
Collaborative design with stakeholders
Wireframes – low fidelity
Interactive prototypes
Interactive prototypes
5) Create both technical and visual artefacts
Different audiences require different artefacts
Requirements
Technical specification
6) Test our prototypes with real users
Test our assumptions. Validate and discover.
Critical to involve real users somewhere in the process
At the least they validate your successes
At the most they discover your errors
Scenario based (task) testing
Prototype design > test > iterate > test > iterate
Key messages
• There is always information about your users
• Mix of both visual and technical artefacts worked well
• Try to involve users somewhere in the process
• Test your assumptions and concepts early with users
• Engage stakeholders and bring them on the journey
David Humphreys
davidh@peakxd.com.au
www.peakxd.com.au
Follow us: @PeakXD
#peakxd18

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Designing without users: Commonwealth Games 2018 Journey Planner

  • 1. www.peakxd.com.au eXperience Design Brisbane - 21st February 2018 Designing without users: Commonwealth Games GC2018 Journey Planner David Humphreys
  • 2. Identify the journey planning information needs of various current and future customer groups and design, test and report on the experience. Commonwealth Games GC2018 Journey Planner
  • 3. How do you research users that don’t exist yet? The problem • Very hard to conduct primary research on existing user behaviour and insights • But we don’t have any users yet
  • 4. Our approach 1. Leverage existing knowledge 2. Benchmark past and existing journey planners 3. Create assumptive personas and scenarios 4. Create both technical and visual artefacts 5. Co-design wireframes with stakeholders 6. Test our assumptions (with real potential users)
  • 5. 1) Leverage existing knowledge Secondary data and outside experience
  • 6. Use secondary data Use what data and resources TransLink had • TransLink is a data driven organization • Accessed data for smaller events and Gold Coast travel behaviour • Reviewed TransLink feedback data around events • Co-facilitated business requirements workshop with our partner, Squiz.
  • 7. Likely travel expectations “I expect timely, accurate updates.” “I expect to have sufficient information available online for planning my trip.” “I want certainty around free travel.” “I expect good signage at venues and key stops.” “I expect website, apps and Event pages to have the same information.” “I expect it to be accessible …”
  • 8. Leverage knowledge from similar events Kavita Kapoor (former New Media Product Manager for London 2012) conducted interviews with her past colleagues “How were major events different”!
  • 9. Lessons from London Games journey planner 1. Get everyone planning journey’s early 2. Single source of syndicated data 3. Authoritative, authentic and fun 4. The Journey Planner is a short lived product 5. Provide useful results … 6. … in real time!
  • 10. 2) Benchmark past and existing journey planners
  • 11. Exposing ourselves to best of breed. Benchmark journey planners
  • 12. 3) Create personas and scenarios Based on available data and assumptions
  • 14. 4) Collaborative wireframe design with stakeholders
  • 16. Wireframes – low fidelity
  • 19. 5) Create both technical and visual artefacts Different audiences require different artefacts
  • 22. 6) Test our prototypes with real users Test our assumptions. Validate and discover.
  • 23. Critical to involve real users somewhere in the process At the least they validate your successes At the most they discover your errors
  • 24. Scenario based (task) testing Prototype design > test > iterate > test > iterate
  • 25. Key messages • There is always information about your users • Mix of both visual and technical artefacts worked well • Try to involve users somewhere in the process • Test your assumptions and concepts early with users • Engage stakeholders and bring them on the journey