Development
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Explore our process for determining the best approach to address OV on the front lines.
Personas
Utilizing the key insights we gained from doing initial research into occupational violence and the intersection of technology and public awareness campaigns as well as valuable insights into our target audience’s real world experiences of OV during the COVID-19, we were able to use that data to create three unique personas along with unique user stories to further help analyse the current pain points and barriers that affect three distinct categories of our identified target audience. These are: users unaware of OV witnessing it for the first time, users aware of OV but ill-prepared to confront or respond to it and front-line staff who are under unprecedented stress, both physically and mentally. Creating these personas critically refined the scope of our project and ultimately played a key part in helping us determine the best approach to address OV on the front-lines.
Journey Mapping
By using the key insights and raw thoughts and feelings that we gained from conducting multiple surveys and interviews with a diverse cross section of our target audience, including members of general public and front-line staff, we were able to create two detailed journey maps to further understand the pain points of the aforementioned user base when confronting an OV situation while shopping at a supermarket during a pandemic for example. Crucially, developing both journey maps enabled us to translate key insights gained from desk research, surveys and interviews into design opportunities that we could undertake and refine further.
Empathy Mapping
Gaining a deeper insight into the behavioural patterns and pain points of our target audience in the context of exposure to episodes of occupational violence was critical to the development of a feasible and effective solution that would meet the design brief. By utilising an empathy map, we were able to understand key aspects of our personas better and identify key insights into our target audience’s real world experience of OV and visually map out the information by what they feel, see,hear, do and think as well as their pains and gains from experiencing and/or witnessing occupational violence. Ultimately, using the empathy map allowed us to both narrow the scope of our solution and rapidly ideate a number of possible digital solutions to the underlying problem at hand.
Lean UX Canvas
Capitalising on the insights and thoughts that we gained from conducting multiple surveys and interviews with real world users spanning both sides of the same problem, we were able to create a detailed lean UX canvas which was critical to both the refinement of the project scope and the rapid ideation process. By identifying the key outcomes and benefits that a potential solution would have to possess in order to fulfill the fundamental requirements of the design challenge, we were able to able to supplement our previous key findings and use the lean UX canvas to ideate a number of potential solutions and critically refine down and consolidate the scope of requirements the final solution would have.
Creative Concepts
Analysing the key insights that we gained from our extensive desk research, surveys and interviews as well as consolidating and expanding on our findings through our personas, mappings and lean UX canvas, allowed the team to rapidly ideate and create a number of potential solutions in the form of concept cards and informal solution proposals. While the concepts that we came up with varied dramatically in complexity, format and creative vision, these ultimately enabled the team to select the most appropriate solution, narrow our response to the design problem and concurrently allowed for the development of an initial solution in the form of a number of task flows.
Task Flows
Deciding on a creative direction and potential solution in a quick and concise manner allowed the team to begin rapidly ideating a rudimentary task flow for our solution: a choice-based mobile narrative adventure game focused on exposing the harsh realities of occupational violence against front-line staff in a grocery store setting. Critically, making a number of task flows that mapped out all of the main story lines and choices present in our solution was a beneficial first stage in our design process for Through Other Eyes and allowed for the concurrent development of a fully-scripted low-fidelity interactive prototype.
Testing
Conducting multiple user testing sessions both in-person and over video conference call using concurrent think aloud and retrospective probing moderating techniques with both mid and high fidelity prototypes was critical to the further design and development of our solution as the observations, data and key insights from these user tests directly affected the final design and functionality of Through Other Eyes. Fundamentally, the insights that we gained from these user tests proved to be invaluable to the iteration process for our solution and allowed us to make critical usability improvements and narrative tweaks between versions of our game.