Introduction
Problem Statement
The COVID 19 lockdown has clutched people into an environment of fear mongering and distrust across the globe posing a big scar on the face of the nation's economy and operations of non essential business verticals.
In the demographic scale of India, lifestyle facilities and activities like shopping, street food, gym/clubs, salon/spa, restaurants/ pubs, places of interest, etc. have been unorganised and inefficient in terms of Hygiene SOPs, overcrowding in queues, crowd validation the time spent by a user to access a facility.
Framework
Jobs To Be Done (JTBD)
"To use a product essentially means to 'hire' it to do a job"
How to Identify Jobs?
Jobs To Be Done (JTBD) framework for design focuses on situations and motivations of users in a given context rather than roles and attributes as followed in the alternate approach of user personas. J TBD builds on hypothesis and (dangerous) assumptions to be further validated by user research and desirability testing.
There is an object "The User" with a motivation to achieve a desired outcome
by means of a verb "trying to avail a lifestyle facility" in a given context "The New Normal".
User Research
A user research by means of a google form was done for 85 users.
An understanding of a user’s lifestyle habits & preferences gave me an insight on how one perceives to use these facilities once the lockdown ends. This step is a validation of the hypotheses and provides an understanding of the desirability of the product.
Mind Mapping
Key findings from the survey were analysed to create a mind map of user preferences and lifestyle habits in the new normal. The most sought after lifestyle activities according to the user survey are in descending order are:
- Local market & street food
- Gyms & sports clubs
- Pubs
- Dine-in restaurants
- Local hangout spots
- Movies
- Live theatre events
- Local places of interest
Solution flow
User flow
Wireframes
User testing
Wireframe was tested with 5 users
I performed 5 User Tests with the wireframe prototype in the target age groups and varied professions. Interviews were done remotely over video conferencing calls and all conversations were based on a standard interview structure to avoid ambiguity. User comments were documented screen-wise and colour coded to understand recurring trends and pain points.
Users were asked to share screens and the sessions were observed in real time and also recorded for a better understanding of user feedback.
Findings
Trends
- Safe Slots conveys the message of Safe and Hygiene Guaranteed outdoor visits.
- Choice criteria: Personal bias > Hygiene rating > No/Low Wait time > Nearest
- User wants to check crowd with live feed before visiting an outdoor facility.
- User likes to pre-order to save time.
- Users are expecting validated crowd only in their place of visit.
- Majority users prefer List View over Map View
- Social Distance Assistant (Education + Notification) should be always active.
Pain Points
- 100% Hygiene is a Bluff. Information insufficient for building trust.
- Cannot understand the safety score
- Bestseller should be highlighted and displayed.
- User reviews and comments more trusted than hygiene rating
- Waiting time is ambiguous
- Slot booking should be in real time
Design system
Design
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