ONLINE TOOL BORROWING FOR STUDENTS
C0-DESIGN: TOOL CHECKOUT
C0-DESIGN: TOOL CHECKOUT
How might we use co-design to create a new digital platform for an existing service?
How might we use co-design to create a new digital platform for an existing service?
How might we use co-design to create a new digital platform for an existing service?
BRIEF
BRIEF
BRIEF
As part of my student project at Emily Carr University, I developed an service model for Tool Checkout - a tool and equipment borrow resource at the university.
Relying on iterative co-creation research, I have identified key tension points within the current operational model of the service, and provided a guidance framework for the creation of a future website.
As part of my student project at Emily Carr University, I developed an service model for Tool Checkout - a tool and equipment borrow resource at the university.
Relying on iterative co-creation research, I have identified key tension points within the current operational model of the service, and provided a guidance framework for the creation of a future website.
As part of my student project at Emily Carr University, I developed an service model for Tool Checkout - a tool and equipment borrow resource at the university.
Relying on iterative co-creation research, I have identified key tension points within the current operational model of the service, and provided a guidance framework for the creation of a future website.
This 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.
This 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.
This 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
My Role
My Role
UX research
Service Design & Prototyping
UX research
Service Design & Prototyping
UX research
Service Design & Prototyping
Deliverables
Deliverables
Deliverables
A service flow map with key points of user experience flow
Recommendations regarding future website features and layout
A service flow map with key points of user experience flow
Recommendations regarding future website features and layout
A service flow map with key points of user experience flow
Recommendations regarding future website features and layout
Tools Used
Tools Used
Tools Used
Figma & Microsoft Office (for research materials creation and research synthesis)
Sticky notes
Figma & Microsoft Office
(for research materials creation and research synthesis)
Sticky notes
Figma & Microsoft Office (for research materials creation and research synthesis)
Sticky notes
Secondary RESEARCH
Secondary RESEARCH
Secondary RESEARCH
Preliminary research was conducted in 3 main stages:
Preliminary research was conducted in 3 main stages:
Preliminary research was conducted in 3 main stages:
General secondary research
General secondary research
General secondary research
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.
I identified the premise of the concept of a Library of Things (a community tool-sharing service) including limitations, benefits and general audience.
Focus on the problem space
Focus on the problem space
Focus on the problem space
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.
We continued investigating Libraries of Things by diving deeper into the larger systems that influence their existence, such as overconsumption and purchasing trends.
Service mapping
Service mapping
Service mapping
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.
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 Research
CO-CREATION Research
CO-CREATION Research
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 workshop 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 workshop 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 workshop 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
Session 1
The point of the first 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 six scenarios including four 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 first 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 six scenarios including four 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 first 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 six scenarios including four 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
Potential for the incentivization of customers to purchase the tools anyway, due to limited hold times
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
Potential for the incentivization of customers to purchase the tools anyway, due to limited hold times
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
Potential for the incentivization of customers to purchase the tools anyway, due to limited hold times
Session 2
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 second session to thoroughly analyze our findings and apply them towards identifying possible solutions.
Taking advantage of the in-depth discoveries of the pain and gain points from the previous day's session, we used the second session to thoroughly analyze our findings and apply them towards identifying possible solutions.
Taking advantage of the in-depth discoveries of the pain and gain points from the previous day's session, we used the second session to thoroughly analyze our findings and apply them towards identifying possible solutions.
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
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 maintenance of the 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 maintenance of the 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 maintenance of the items?
The participants then were prompted to sketch out their 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 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 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:
How might we give volunteers space to do their job without feeling threatened?
How might we give volunteers space to do their job without feeling threatened?
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
Having a QR for people to check-out their items and their status and loan history
Having a QR for people to check-out their items and their status and loan history
How might the customers have the incentive to protect the items they borrow?
How might the customers have the incentive to protect the items they borrow?
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
Waver that customers have to sign beforehand, stating that they’re responsible for the damage
Waver that customers have to sign beforehand, stating that they’re responsible for the damage
How might we encourage donors to donate their items without feeling attached to the item they own?
How might we encourage donors to donate their items without feeling attached to the item they own?
How might we encourage donors to donate their items without feeling attached to the item they own?
Social media
Social media
Social media
How might we support workers in maintaining items?
How might we support workers in maintaining items?
How might we support workers in maintaining items?
Training videos and digital resources
Training videos and digital resources
Training videos and digital resources
FINAL PROTOTYPE
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.
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:
As discussed through co-creation, the final prototype included features such as:
LEARNING OUTCOMES
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.
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
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.
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.
