MyMetrics at Hyper Island

MyMetrics: Using expectation and experience to inspire service innovation and improvement

Team Subway Grupp 4

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MyMetrics at Hyper Island

Overview

Service being evaluated:Subway

Contents:1. Background2. Research3. [MyMetric 1]4. [MyMetric 2]5. [MyMetric 3]6. [MyMetric 4]7. [etc…]8. Opportunities9. Observations

Team membersAbbyChristoffeFredericKatjaMikaela

MyMetrics at Hyper Island

1. Background

Using the ‘five fundamentals’ of service, a range of personas and other materials,

we’ve created several ‘MyMetrics’ - measures of experience focused on a specific

type of service - In our case [insert service name]

We spent an afternoon observing, analysing and thinking about service design and

innovation opportunities for our service…

The research followed a talk called ‘designing services’, which can be found at

http://www.slideshare.com/servicedesign

MyMetrics at Hyper Island

2. Research

MyMetrics at Hyper Island

3. [MyMetric 1 - Usability

What we expected to happen:The tourists will have problems finding

their way

What actually happened:All tourists went straight to the

maps/information desks and still looked insecure

Examples:One woman was looking at the station

map for a long time, looking really insecure, then she got on the subway and stood by the subway map there aswell.

MyMetrics at Hyper Island

4. [MyMetric 2 - Efficiancy]

What we expected to happen:We thought that the subway would be

late pretty much all the time because that is what we always hear and what people is familiar with when it comes to the swedish subway

What actually happened:Exactly the opposite. Right on time

Examples:The travelplanner on the sl.se site was

really good and accurate. But the signs on the stations are not good, they say: 5 minutes left to next train for like 10 minutes sometimes.

MyMetrics at Hyper Island

5. [MyMetric 3 - Consistancy]

What we expected to happen:That people didn’t like the prices and

was worried that the prices would go up

What actually happened:Everybody seemed to think it was way

too expensive and the information was bad in every possible way.

Examples:Information on prices differ since not

all information on the prices is updated

MyMetrics at Hyper Island

6. [MyMetric 4 - Convenience]

What we expected to happen:We expected the old people to have

problems going on the subway and going on the escalators and so forth

What actually happened:As we thought the old people had

problems going up and down on escalators and they didn’t feel at all that it was secure to be there

Examples:One old woman walked down the stairs

real slow, looking like she could fall down any minute

MyMetrics at Hyper Island

7. [MyMetric 5 - Desirability]

What we expected to happen:That it would be cheap and easy to

use.

What actually happened:People we asked, said it’s easy to use,

except for the pricing system. It is the cheapest way to go places.

Examples:A man from Iceland with a big bag said

he’s always taking the metro, since it’s much cheaper than taking a taxi.

MyMetrics at Hyper Island

8. Opportunities

The next step would be to define the core of the problem. Through discussions we can find the essence and find details that stand in the way of people understanding and using services accordingly.

We think that the subway in Stockholm has problems communicating with its users. Finding the correct subway might not be so easy for everyone. Especially tourists might have problems when most of the signs are in Swedish.

MyMetrics at Hyper Island

9. Observations

[Finally, what would you change about this exercise?]• What worked?• What didn’t?• What would you have done differently?• Why?

[Answer as much or as little as you like!]