2013 Global Service Jam - Speak Aloud
Our team, Yina, Sneha, and Jamie, created this service based on user research, iterative prototype, and story telling within 48 hours during the Global Service Jam! For businesses that want to improve customer satisfaction, Speak Aloud!, is a user-centered consulting service that builds the relationship between customers and products/services. Unlike other consulting firms, our service provides physical interaction with the users and strengthens the business brand. Users of services and products voice their opinions in many ways, such as social media, formal complaints, etc. Often, these valuable opinions are not aggregated for the business to take advantage of. Additionally, if a user is not selected for a study, too busy to call the customer service, or not using social media, they might be missing out the opportunity of their voice being heard. Our service reaches a large number of users, regardless of their background. The convenience and the fun fact of the service’s interactivity will attract a large audience and produce quick feedback necessary for a business. On the other hand, a business can hire user experience consultancies to do user research, but most of the time only a specific audience is reached. With the interactive system placed at high foot-traffic areas, it strengthens the brands of the business in addition to the traditional user research methods. Our service consists of: • Research clients’ needs and design the interactive systems • Place interactive systems at high foot-traffic areas • Keep track of the information gathered • Provide live graphical statistics on a website for users as well as client • Revise the digital strategy as needed • Research analysis and final report
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2013 Global Service Jam - Speak Aloud
- 1. SPEAK ALOUD! SNEHA / YINA / JAMIE
- 2. THE PITCH
- 4. PROCESS
- 5. PROCESS prototypes & brainstorming
- 6. PROCESS user research
- 7. PROCESS user research
- 8. PROCESS prototyping
- 9. PROCESS prototyping
- 10. PROCESS user research - Woman who loved the T - Woman who wasn’t local but disliked over-crowding during rush-hour - Several people wanted after-hours service - Safety a priority
- 11. PROCESS user research
- 12. “IT’S REALLY PATHETIC THAT THE CITY OF BOSTON CLOSES ITS TRANSIT BEFORE IT CLOSES ITS BARS .. REALLY, HOW MANY DRUNK DRIVING ACCIDENTS, MUST THERE BE?”
- 13. PROCESS work work work!
- 14. DESIGN
- 15. DESIGN service SERVICE PERIOD PRE SERVICE PERIOD SERVICE PERIOD SPEAK ALOUD SPEAK ALOUD SPEAK ALOUD SPEAK ALOUD SPEAK ALOUD SPEAK ALOUD THANKS!! THANKS!!
- 16. DESIGN branding
- 17. DESIGN branding SPEAK ALOUD! HOW’S THE RIDE?
- 18. DESIGN branding SPEAK ALOUD!
- 19. DESIGN branding
- 20. DESIGN branding /
- 21. DESIGN branding www.speakaloud.com / SPEAK ALOUD! MBTA f 67% PEOPLE WANT AFTER-HOURS SERVICE 13% PEOPLE WANT LESS CROWDING FOR RUSH-HOUR 20% PEOPLE WANT AN APP FOR REAL-TIME SERVICE MO OTH SAF CLE TIM NEY AN ET Y E ER
- 22. THE STORY
- 23. THANK YOU!
Notes de l'éditeur
- For businesses who want to improve customer satisfaction, Speak Aloud! is a user-centered service that builds the relationship between the customer and the product. Unlike other consultant firms, our professionals physically interact with the customer.
- We believe in the importance of voice. Customers have opinions about the services they use that often go unheard. These opinions contain endless valuable information about how to make the world better. In order to obtain these opinions, we implement the latest technology to gather information efficiently and conveniently.
- We first questioned who would use a service that required speaking out loud. We hypothesized a demographic and ultimately decided that shy 25-35 year olds were the ones whose opinions were not being heard.
- We came up with four questions: 1) Where is the person / how shy they are 2) Who do you speak your mind to? 3) If you could speak your mind, what would you say? 4) If given a chance to be anonymous, would you speak up in public? In what type of place?
- We went around the Chinatown/Downtown Boston area to speak to people. (Share experiences)
- From our user teasing, we learned that even shy people would speak up if anonymous. From there, we chose the issue of the MBTA to create a protoype in which shy people could speak up.
- Our prototypes focused on five main issues: The fare, timing, safety, cleanliness, and a space for those who liked the T as it is. We also had an “Other” option.
- We took our prototypes out to the Boylston T stop. Some people were busy or on their way to their destination. However, for those that did stop, they said they would participate in a more convenient digital format. They had voices that wanted to be heard. (Talk about people)
- Surprisingly, quite a few people were willing to voice their opinions out loud no matter who heard them.
- With this information in mind, we focused on developing the touch-points and branding of our service.