From physical to digital
During a course in Participatory design me and three fellow students conducted a study at a bag dealer and one of its shops in Stockholm during the winter of 18/19. Our goal was to find a problem in a physical environment and conceptualize around a digital solution, luckyli Sandqvist was in need of a solution for their claims and repairs.
Exploring through contextual inquiry
For starters an observation was conducted, an approach for getting a grip of the situation at hand. After analysis of notes and photographs taken we mapped out a flow chart to get our heads around the company’s process for handling claims and repair errands. This process was to be our reality for the coming weeks.
Staying true to Participatory design a future workshop was conducted, this time to get the employees opinions gathered. Of course, trying to get the participants to relax and write down crazy ideas was a tough one, but in the end we managed just fine. This step resulted in some key points guiding us in how a digital solution would help out handling the claims and repairs.
Prototyping with the participants
Not only did we prototype, we conducted prototyping workshops with the employees in the Sandqvist store trying to get some insights around design of the digital solution. By only using pen and paper we hoped to get a lot of sketches and also get around feelings of pressure. The workshop resulted in detailed sketches of a UI and key insights around interaction with the system.
After analyzing sketches made by the participants, a number of digital prototypes was made, each one using different important elements found in the sketches. By paying a last visit in the store a critique session was held. The critique of the digital prototypes helped us pick key elements for a final prototype.
The final prototype was made out of insights of all workshops, also by staying true to the design school we did not add features not explicitly expressed by the participants themselves. With the context in mind, an iPad UI with complex tasks made easy to use was developed by using concepts of best practice and hierarchy of information.