Research

The research process had two phases, primary and secondary research.

In the primary research phase, the team built empathy with the primary user via stakeholder interviews, service repair lifecycle observation, and audited existing solutions.

During the secondary research phase, the team conducted three in-depth contextual inquiries and six user interviews. Later, a round of research synthesis and affinitization guided the development of affinity maps, personas, empathy maps, journey maps, and design ideas.

Ideation

Based on insights from the research, our team started to explore different forms of each tools by

drawing them out and rapid prototyping.