UX Research & Service Design

For my internship, I was tasked with surveying what was happening in the service merchant space.

In addition, I participated in Customer-Driver Innovation (CDI) Training. This training consisted of recruited participants to help stimulate CDI interviews and allowed cross-functional teams to participate in the process of gathering information from users, designing prototypes and eliciting feedback in order to iterate upon the designs. The training helped to conceive, design and deliver better products for our customers.

In order to get a broad view of the servicescape, it is necessary to understand the market in the San Francisco Bay area, so I initially mapped out my own perception of the service merchants and then with the help of the UX Research Team's recruiters, I was able to conducted 9 field visits focusing on service business merchants. These service merchants ranged from bails bonds to event planning to tarot card readers.

Next steps, to wind down the Service Merchant study, analysis and synthesis of the data is necessary to find the pain points that a service merchant may encounter and creation of customer journey maps.

 
CDI Training: User demonstrating how she splits a bill with friends

CDI Training: User demonstrating how she splits a bill with friends

Mapping out a Venn Diagram of Merchants at the Customer Site vs. Physical Merchants

Mapping out a Venn Diagram of Merchants at the Customer Site vs.
Physical Merchants

 
Customer Journey Map

Customer Journey Map