STBY » diary studies

Service Experience Lab on mobile internet

Geke — Sat, 01 May 2010 22:00:07 +0000

Together with the Creation Centre of T-Labs (part of Deutsche Telekom in Berlin) STBY organised and facilitated a Service Experience Lab in London. In a full day programme product managers from T-Mobile’s British and German teams interacted with a group of consumers and discussed ideas for the next step in mobile internet services.

The participants had all been asked to do some home work in the form of a diary assignment in advance of the workshop. This material was used to trigger the discussions on the concepts and ideas. Through group assignments and plenary discussions a wide range of aspects were explored and further elaborated.

The day after the Service Experience Lab all the documented materials were analysed by STBY and the client team. This is an excellent way to continue and further refine discussions that started during the research session. In the following days STBY completed a full report on the process and results of the Service Experience Lab.

This project built upon the insights developed in a previous project STBY conducted for T-Mobile, which you can read about in-depth by clicking here. You can also find out more by speaking to the Project Manager, Geke, at geke@stby.eu.

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Pick and Mix: consumers moving between online and offline channels

STBY — Mon, 25 Jun 2007 20:06:13 +0000

by Geke van Dijk. PhD thesis, completed in 2007, Computing Department, Open University, Milton Keynes, UK. (PDF, 5 MB)

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Travel stories

STBY — Fri, 01 Jun 2007 12:13:55 +0000

STBY has recently completed a long-term research on the use of travel related e-services. The main question was how consumers choose between using online and offline channels. The results show that people frequently move between online and offline channels, even for relatively simple purchases. Everyday pragmatics make their choices unpredictable and sometimes erratic, but this does not really bother them. They happily pick and mix from the multi-channel offerings. This research project was a collaboration with the Department of Computing Sciences and the Business School of the Open University. Consumers throughout the UK were interviewed and participated in a diary study. (UK, 2007)

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