STBY » probe studies

Service Experience Lab

Geke — Thu, 28 Jan 2010 10:01:48 +0000

Immerse yourself in the service experiences of your customers and identify new opportunities for innovation. In a bespoke one-day programme we facilitate an lively encounter between your team and some consumers from your target group. Through a series of well-prepared interactive assignments the participants explore the day to day service experiences of your customers. Your team will be able to closely observe these experiences and build up a deeper understanding of motivations, barriers and unmet needs by engaging in empathic conversations with your customers.

Our studios in central London and central Amsterdam are perfectly situated to host these Service Experience Labs. In London we are close to Liverpool Street station, so easy to reach. And in the immediate surrounding of both an upmarket business environment and a buzzing creative area. In Amsterdam we are at Vijzelstraat in the canal area,easy to reach from Centraal Station, with many buzzing streets and venues around. In particular for consumer related services this gives plenty of opportunities for service safaris with telling real-life service experiences! Of course we can also talk to and work with your customers in our studios or at your location.

The Service Experience Labs are very suitable for teams that wish to familiarise themselves with the service design approach of engaging with customers in an early stage of innovation projects. In a full-day programme we facilitate an exploration of the essential stages of immersion, insight creation and idea generation. The programme will be customised to fit the objectives and prior knowledge of your team members.

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Future usage of mobile internet services

Geke — Wed, 22 Apr 2009 11:52:55 +0000

Together with designers of T-Mobile who are working on the development of future mobile internet services, we organised an intensive day of concept testing with a mixed group of participants. For this occassion our London office was transformed in a ‘user lab’. In two intensive interactive sessions with both users and non-users of mobile internet, we first discussed a series of scenarios for potential future services and then sent them outside to do some individual experience-based exercises.

During the exercises each participant was accompanied by a member of the design research team. In the group discussions afterwards, both the experiences of the participants and the observations by the design researchers were used as input.

The following day we completed the analysis of the results in close collaboration with the design team of T-Mobile. The results of the concept test are used to further improve the concepts so they optimally respond to the perspectives and practices of the (future) users. The results also generated insights on the relations between the individual concepts, and the main underlying motivations and concerns people express in relation their imagined use of mobile internet services.

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Probe and Diary Studies

STBY — Thu, 20 Nov 2008 12:05:42 +0000

Well-designed, surprising and playful materials can prompt participants to report in more lively and surprising ways than during interviews or focus groups, where they only sit and talk about their experiences. Probe studies provide participants with research materials they actively use for a certain period, and that trigger the recording of experiences during this use (e.g. notes, drawings, photos or audio recordings). For probe studies close collabaration between researchers and designers is crucial. This is an excellent method to actively involve members of design teams in the early explorations of a concept development process.

Diaries offer an excellent opportunity to document activities and experiences that take place on unpredictable moments or in private circumstances. In these situations direct observation is not a feasible option. As the research participants are asked to record their activities and reflections in a diary as soon as possible after they occur, the diaries provide reliable data with minimal intrusion. To optimally engage participants in the process of diary keeping, we have found that an ongoing contact with the researcher and an appealing design of the diaries are of crucial importance.

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