CO-CREATION DESIGN: TOOL CHECKOUT
Collaborative UX research through direct user involvement.
Collaborative UX research through direct user involvement.
BRIEF
BRIEF
Through 2 co-creation workshops, we have researched and developed a new digital workflow for the Tool Checkout - a tool and equipment borrow resource at Emily Carr University.
Project was created in collaboration with Shirley Zhao, who developed all the digital prototypes; however, the following case study will focus on my research and co-design processes.
Through 2 co-creation workshops, we have researched and developed a new digital workflow for the Tool Checkout - a tool and equipment borrow resource at Emily Carr University.
Project was created in collaboration with Shirley Zhao, who developed all the digital prototypes; however, the following case study will focus on my research and co-design processes.
MY ROLE
UX Research
Service Design
TOOLS
Figma
Post-it notes
MY ROLE
UX Research
UX/UI Design
Graphic Design
TOOLS
Figma
Adobe Photoshop
Adobe Illustrator
Adobe InDesign
INITIAL RESEARCH
Preliminary research was conducted in 3 main stages:
Preliminary research was conducted in 3 main stages:
General secondary research
General secondary research
Focus on the problem space
Focus on the problem space
Service mapping
Service mapping
I identified the premise of the concept of a Library of Things (a community tool-sharing service) including limitations, benefits and general audience.
I identified the premise of the concept of a Library of Things (a community tool-sharing service) including limitations, benefits and general audience.
We continued investigating Libraries of Things by diving deeper into the larger systems that influence their existence, such as overconsumption and purchasing trends.
We continued investigating Libraries of Things by diving deeper into the larger systems that influence their existence, such as overconsumption and purchasing trends.
Using the gathered knowledge I developed 2 user-journey maps: 1 for a customer, 1 for an employee. This helped us apply our knowledge and better understand the conditions around which the Tool Checkout exists.
Using the gathered knowledge I developed 2 user-journey maps: 1 for a customer, 1 for an employee. This helped us apply our knowledge and better understand the conditions around which the Tool Checkout exists.
CO-CREATION
CO-CREATION
For the process of co-creation design, we invited 4 participants who range in their experience with the Tool Checkout. From those who use it semi-regularly to those completely unfamiliar.
In the process of co-design, we invited them to analyze the current systems and suggest solutions that would improve their experiences. This way we were able to get direct user feedback on the project throughout its development.
For the process of co-creation design, we invited 4 participants who range in their experience with the Tool Checkout. From those who use it semi-regularly to those completely unfamiliar.
In the process of co-design, we invited them to analyze the current systems and suggest solutions that would improve their experiences. This way we were able to get direct user feedback on the project throughout its development.
Session 1
Session 1
The point of the 1st session was to familiarize the co-designers with the premise of the topic and to begin thinking about possible benefits and limitations of the Tool Checkout. Four participants were given a list of 6 scenarios including 4 stakeholder groups. They then were asked to identify pain and gain points within each scenario and place the post-its on the board
The point of the 1st session was to familiarize the co-designers with the premise of the topic and to begin thinking about possible benefits and limitations of the Tool Checkout. Four participants were given a list of 6 scenarios including 4 stakeholder groups. They then were asked to identify pain and gain points within each scenario and place the post-its on the board
Possible Identified Concerns:
Distrust of the equipment's quality due to the shared multi-user nature of the service
Ensuring proper maintenance of the tools by both employees and customers, to provide genuine impact
Since customers can't hold onto the borrowed item forever, there is a chance they might end up having to buy it anyway
Possible Identified Concerns:
Distrust of the equipment's quality due to the shared multi-user nature of the service
Ensuring proper maintenance of the tools by both employees and customers, to provide genuine impact
Since customers can't hold onto the borrowed item forever, there is a chance they might end up having to buy it anyway
Session 2
Session 2
Taking advantage of the in-depth discoveries of the pain and gain points from the previous day's session, we used the 2nd session to thoroughly analyze our findings and apply them towards identifying possible sollutions.
Taking advantage of the in-depth discoveries of the pain and gain points from the previous day's session, we used the 2nd session to thoroughly analyze our findings and apply them towards identifying possible sollutions.
Firstly, we asked the participants to group the previously listed labels and questions by topic.
The 5 main identified groups were:
Borrowing time
Operations/Employment
Customer thoughts before/after donations
User relationships with items
Customer incentive
Firstly, we asked the participants to group the previously listed labels and questions by topic.
The 5 main identified groups were:
Borrowing time
Operations/Employment
Customer thoughts before/after donations
User relationships with items
Customer incentive
We then asked them to look at areas of connection that were starting to come up between certain topics.
Those influences were developed into “How might we’s”
The 4 main questions were:
How might we give volunteers space to do their job without feeling threatened?
How might the customers have the incentive to protect the items they borrow?
How might we encourage donors to donate their items without feeling attached to the item they own?
How might we support workers in maintaining items?
We then asked them to look at areas of connection that were starting to come up between certain topics.
Those influences were developed into “How might we’s”
The 4 main questions were:
How might we give volunteers space to do their job without feeling threatened?
How might the customers have the incentive to protect the items they borrow?
How might we encourage donors to donate their items without feeling attached to the item they own?
How might we support workers in maintaining items?
The participants then were prompted to sketch out their ideas of solutions to the identified “How might we’s” in a series of quick, 3-minute drawings. After that, everyone had a chance to vote, resulting in the following outcomes:
The participants then were prompted to sketch out their ideas of solutions to the identified “How might we’s” in a series of quick, 3-minute drawings. After that, everyone had a chance to vote, resulting in the following outcomes:
1.How might we give volunteers space to do their job without feeling threatened?
Having a QR for people to check-out their items and their status and loan history
1.How might we give volunteers space to do their job without feeling threatened?
Having a QR for people to check-out their items and their status and loan history
2.How might the customers have the incentive to protect the items they borrow?
Waver that customers have to sign beforehand, stating that they’re responsible for the damage
2.How might the customers have the incentive to protect the items they borrow?
Waver that customers have to sign beforehand, stating that they’re responsible for the damage
3.How might we encourage donors to donate their items without feeling attached to the item they own?
Social media
3.How might we encourage donors to donate their items without feeling attached to the item they own?
Social media
4.How might we support workers in maintaining items?
Training videos and digital resources
4.How might we support workers in maintaining items?
Training videos and digital resources
FINAL PROTOTYPE
FINAL PROTOTYPE
After conducting co-creation design, my teammate has developed a prototype of the new Tool Checkout website page that highlighted key features that we saw being requested.
Seen below is the service blueprint that shows main steps in the user journey applied to the website prototype.
After conducting co-creation design, my teammate has developed a prototype of the new Tool Checkout website page that highlighted key features that we saw being requested.
Seen below is the service blueprint that shows main steps in the user journey applied to the website prototype.
As discussed through co-creation, the final prototype included features such as:
As discussed through co-creation, the final prototype included features such as:
LEARNING OUTCOMES
LEARNING OUTCOMES
Unlike a user-testing, co-creation is a place for me to guide along rather than ask questions and probe, therefore the process was different and I now feel more confident approaching it.
As I was able to look into user insights right away, before handing the project off to further development, I found use in incorporating the directly expressed user-needs straight into the prototype phase.
Unlike a user-testing, co-creation is a place for me to guide along rather than ask questions and probe, therefore the process was different and I now feel more confident approaching it.
As I was able to look into user insights right away, before handing the project off to further development, I found use in incorporating the directly expressed user-needs straight into the prototype phase.
NEXT STEPS
NEXT STEPS
I believe it would be beneficial to expand the service of Tool Checkout to a wider community. I think allowing other residents of the area to participate, would allow to establish a larger customer base and bring more attention to the university itself.
I believe it would be beneficial to expand the service of Tool Checkout to a wider community. I think allowing other residents of the area to participate, would allow to establish a larger customer base and bring more attention to the university itself.