The world is changing how we design and deliver services. Today, information can be collected about customers; customers have exacting demands; and global availability of products means while organizations compete for the consumer’s attention, more data is available for customer relationship management. Our goal is to design and demonstrate future service concepts for drivers and passengers interacting with cars as IoTs.
In order to better understand the sensors in a car, we started off with modeling the car as a sensor platform. We chose to represent the sensors using the output from the car dashboard lights - specifying which sensors trigger which outputs.
In order to understand the current state of the market, we looked into existing products that cover a similar service to ours. We looked at Greatest Drive, Weather Underground, Roadtrippers and SitorSquat.
We studied a number of papers and journals published in our field of interest and focused on wayfinding, autonomous systems, and cognitive load.
We conducted 10 informal interviews with the people in the age group of 22-26 years to learn about their driving experiences. We directed to interview to focus on how the driver felt while on unfamiliar roads.
Based on our initial research, we came up with 3 service concepts that we wanted to focus on.
1. Learning Strategy: Memory Tools
Use memory tools to help you learn street signs/landmarks faster
2. Staying Informed: Confirmation
3. Communication: Breadcrumbs
In order to better understand and describe the current service experience for drivers, we created a stakeholder model and a customer experience journey model
We formulated three service concepts based on our initial research. Building on the service concepts, we came up with concrete design ideas. These design ideas were storyboarded and speed-dated with 12 participants. Participant’s reactions to the ideas were noted and led to several follow-up questions and design adjustments.
We speed dated our concept with 12 drivers in the age group of 22-26 years. Our findings are:
Based on our speed dating results, we found out that a more critical problem is distracted drivers. We used this finding to redefine our problem space and service concept. Some of the key features of our new concepts are:
Using the car as an IoT platform has the potential of solving the pressing problem of distracted drivers. With Foco as a starting point, future technology should assist the drivers unobtrusively rather than seeking attention. As next steps, we would like to:
Test our video concept further
Designed By: Rhythm Agarwal, Rachel Jue, Weikun Liang, Linny Tan
Class: Service Design
Duration: 3 months