MyMetrics at Hyper Island

MyMetrics: Using expectation and experience to inspire service innovation and improvement

Group 5

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MyMetrics at Hyper Island

Overview

Service being evaluated:Vasamuséet

Contents:1. Background2. Research3. Entertainment & Disability4. Educational• Accesibility• Enviroment• Usability

Team membersJessicaFannyStinaRasmus

MyMetrics at Hyper Island

1. Background

Using the ‘five fundamentals’ of service, a range of personas and other materials,

we’ve created several ‘MyMetrics’ - measures of experience focused on a specific

type of service - In our case Vasamuséet

We spent an afternoon observing, analysing and thinking about service design and

innovation opportunities for our service…

The research followed a talk called ‘designing services’, which can be found at

http://www.slideshare.com/servicedesign

MyMetrics at Hyper Island

2. Research

• [Put photos and scans of your notes, along with any other material you feel is

relevant here.]

• [You’re trying to evoke the experience of doing the research, the types of

people you met, the places you went and so on]

• [Use several slides if necessary!]

MyMetrics at Hyper Island

2. Research

MyMetrics at Hyper Island

3. Entertainment & Desirebility

Bluescreen

What we expected to happen:In general to find the atmosphereuninspiring.No interactive experiences.A bit exciting.

What actually happened:We were convinced in the entrancethat our expectations were going to befulfilled.Inside the museum we weredisappointed that nonew interactive solutions were foundand also that the existing techniquebeing used is so antique.

Examples:Old movies and “multimediacentre”

MyMetrics at Hyper Island

4. Educational

What we expected to happen:School classes, tourists. Swedishculture and educating flashbacks. A lotof information/knowledge.

What actually happened:No school classes. Lots of tourists.Information and knowledge were givenin many languages and thru different media channels.

Examples:Movie with english subtitles. Signs withinformation in eight differentlanguages. Guided tours in many languages. A computer game were you learn howto load your ship.

MyMetrics at Hyper Island

5. Usability

What we expected to happen:Easy to find. Signs. Not interactive.Tourist friendly.

What actually happened:What we expected.

Examples:Signs in many languages.

MyMetrics at Hyper Island

6. Enviroment

What we expected to happen:Cold or warm. Odd smells. Silence. Non interactive and boring.

What actually happened:Appealing atmosphere. Well planedlightning.No obvious direction pointed out onwhere to go.

Examples:Warm lightening.

MyMetrics at Hyper Island

7. Opportunities

• Our biggest problem at Vasamuséet was the lack of interactive experiences that could enlighten our visit. Because the visitors were not allowed to enter the ship, it would be interesting to have some kind of experience room.

• We would have to figure out how the visitors would be able to use and experience the experience.

• Interviews and make analyses of the target group.

• Good reputation which will results in more visitors.

• We would use the museum visitors for co-design.

MyMetrics at Hyper Island

8. Observations

[Finally, what would you change about this exercise?]• What didn’t work?

Very short introduction to the task and that led to confusion about what to do.

• What would you have done differently?A small pre-task before the big exercise so people would be more prepared to know what to do and how.

• Why?That would lead to less confusion and more action.