Course: Service Design
Goal: Research the current state of long-distance car travel and how to improve the current experience as cars increasingly become Internet-of-Things platforms
Our first steps were to establish and map out our stakeholders to figure out their interests, pain points, and current experiences with long-distance travel by car. We went through several rounds of affinity diagrams to discover just how broad the number of people involved in the scenario of a road trip may be – from there, we developed both a stakeholder model and a customer journey map around that user base.
My group and I explored this user base to look for qualitative data through using five different research methods:
- Interviews
- Competitive analyses
- Storyboarding
- Speed-dating
- User enactments
When we finally compiled our research, we went back to our initial customer journey map and stakeholder model to produce a value flow diagram and new customer journey map that shows the changes to the road trip experience with our proposed in-car digital experience Wisp. From there, we developed wireframes for how the app might be displayed an a head unit in the car dashboard.
