Service: OFO
Research methods: Safari, observation, desk research
Deliverables: System map, stakeholders map,  customer journey map

When trying myself I met a critical issue quite early - my card wasn’t accepted by the service. To analyse next steps I’ve used an observation as a method. During the observation we collected all the critical problems and gathered a material for further analysis.

Based on the observations we created customer journey map, highlighting all the critical problems and writing down the opportunities for improvement. We identified the main steps in user experience, made a service blueprint map, identified stakeholders, touchpoints and facilities. 

Service: BlaBlaCar Italy
Research methods: Digital ethnography
Deliverables: Analysed and highlighted comments table, Personas

We focused mainly on the user activity in Facebook group, because BlaBlaCar has a big community there. The comments for a year period were extracted to the table and then analysed. We highlighted the main problems, frequent cases and motivations, identified the key points, user types and their needs.

We identified our users and divided them on 4 groups: 2 for drivers and 2 for passengers. We covered novice users, occasional and constant users, introverts and extroverts.

We concentrated on the social value and brainstormed different ideas about how we can improve the transportation experience.

Goal: Help people build useful and enjoyable contact in their everyday commute

Service description: An app in which a commuter can find a trip companion. The service is based on filter by preferences, activity or profession. E.g, I can discuss latest design news with other designers who share my route. 

Methods: Desk research, direct observation, benchmarking, competitors analysis
Analysed services: Meetup, Nextdoor, Nearaby, Travello, Serentrip, Tourbar

In our research we identified transportation problems that we want to focus in: crowded place, loneliness of people, waste of time. In the benchmarking we analysed the trend of social engagement, discovered different ways that services take to engage users in community. 

After defining our idea we documented it. We worked on the system details, stakeholders relationship, analysed data flow, discussed how can we use it and how to control it.