Insight’s project Z
Summary
Modern organizations have continuously aimed to ensure the safety of their employees and customers. However, the advent of Covid-19 brought about unprecedented challenges in minimizing health risks. To address this, a project was initiated to consolidate data from various devices, cameras, and sensors into a unified dashboard. The Internet of Things (IoT) framework played a crucial role in enabling organizations to gain real-time visibility, essential for detecting and preventing health threats effectively. As a UX researcher, I collaborated closely with a team of UX designers on the second iteration of the mobile application, focusing on enhancing user experience and engagement.
Role: Design Researcher
Methods: Personas, Jouneymaps, Usability testing, COMPETITIVE Analysis, user assumptions
Date: 2020 (9 months)
Type: Proof of Concept And Prototyping
Company: Insight Digital Solutions
Problem
How do we help reopen offices, airports, and all public spaces, so people can get back to work while still feeling safe?
Solution
Insight’s Z helped rapidly evaluate, deploy, test and manage new technology across several ecosystems using temp sensing cameras, connected soap dispensers, networking equipment for onsite screening, virus testing and more.
Competitive analysis (features)
While imitation is a form of flattery, no need to reinvent the wheel. We researched other digital solutions created in the space of Covid-19 detection and social distancing. We also looked at scientific literature and reviews to see what was thought to be possible in the next year or two.
Personas are “archetypes” that represent major user groups for our business, focusing on their needs, business priorities, expectations, and pain points. The purpose of personas is to create reliable and realistic representations of our key audience segments for references.
Armed with our personas, we were ready to map the entire customer journey experience…
We juxtaposed the present experience with the improved experience using our proposed product, which helped us finalize features and flow for our app.
Seeing that we were team “2nd iteration” we decided to test some assumptions that were not tested in the first iteration with a refined 2nd iteration prototype.
We put together a usability test protocol, plan and recruited 5 participants. The goal was to inform and optimize designs in order to reduce risk and improve usability. We uncovered opportunities and revealed areas of confusion
Reflections:
Agile is based on relationship management.
When products are created without understanding the user, their problems and their journey, you risk creating products that end up on the shelf and that cause frustration rather than help them.
Usability testing removes bias from product stakeholders and shifts the power to the users.
Limiting the spread of COVID-19 is hard to solve by contact tracing.
TRUST! Privacy and notification mistrust were major levers in the collective plan of attack.
WE ARE ALL IN THIS TOGETHER…notifications work if more people opt in.
If the system isn’t tied to your identity and doesn’t track your location (instead it uses Bluetooth to ping anonymously pinning nearby devices/phones) its hard to learn about clusters and how the disease is spreading.
Several strategies combined can stop Covid-19: comprehensive testing, effective contact tracing and social distancing. We need to build trust, increase access and equity, and consider technology’s role in a a challenging system.
It’s not the technology but HOW we implement it.