My role: Lead Service Designer
Year: 2022
Course: Human-Centered Service Design
Institution: IDEO U
Length of course: 2 months
Deliverables: User journeys, Service Blueprint, Storyboard
Tools: Miro, Lego, Procreate, Adobe Photoshop
Year: 2022
Course: Human-Centered Service Design
Institution: IDEO U
Length of course: 2 months
Deliverables: User journeys, Service Blueprint, Storyboard
Tools: Miro, Lego, Procreate, Adobe Photoshop
Overview
The pandemic created a challenging situation for small independent/local artists that used to sell their work in community events. Many have moved to Instagram and TikTok as marketing tools and Etsy or eBay as online shops. However, small artists who depend on the community are now competing in a global market, making it hard to stand out. I wanted to explore possibilities to reimagine this market in this current situation and move to a digital space without drowning in a sea of offers and algorithms that benefit a few artists. This study case is an assignment for the User-Centered Service Design course for IDEO U.
Link to the project board: https://miro.com/app/board/uXjVORh6hj4=/?share_link_id=778159861355
Challenge
Some local artists started selling their art online, but they had to compete with more prominent artists and lost their interaction with customers and their local identity. The objective of this study was to migrate local artists from an offline environment to online without losing the benefits of offline interactions. Traditionally, local artists could network and show their work face-to-face and dialogue with potential customers. The value of a piece of art wasn't just the item itself but also the story behind it that the artist would tell.
Journey maps
I did some user research with local artists that migrated to online platforms and artists that reported their experiences selling art in fairs and events.
I led a workshop with them to map their needs and pain points on an as-is User Journey map.
I visited a local fair when the restrictions were lifted and observed and mapped some offline interactions on another map.
Personas
Based on the initial user research, I created some Proto Personas to explore their Journeys.
Hypothesis
I led a workshop with some local artists exploring concepts of what a digital solution could look like.
Storyboard
Using Lego, I co-created the Storyboard with some small artists. Then, we role-played some scenarios to test the hypothesis.
Service Blueprint
Then, I combined all the information and learnings in a Service Blueprint and validated it with some small artists.
Results
This experiment was a success. The group of small artists were very excited about having a platform where they could be seen and fairly compete with other local artists instead of competing with more prominent artists that invest in social media marketing campaigns.