RESEARCHDESIGNKristina Danielyan

Wallet AppResearch to prelude the

development of a digital wallet

10-week module course on design research

Lextant’s approach to planning focuses on ideal user experiences, which can be broken down to the basic components of: emotions, benefits, features and attributes. In this project, we narrowed down our research to focus on benefits and features, leading to an ideal solution.

The research process revolved around first-person, in-depth interviews that were based off moderation techniques that emphesize neutrality and effective probing.

Planning

Interviews

Case Study Research for the

10-Week Educational Course with Lextant

Development of a Digital Wallet

46

RESEARCH GOALS:(Fill in the central goal(s) or main purpose of the study, please refer to page 68 for a definition of research goals)

DRAFT RESEARCH KEY QUESTIONS:(Fill in questions the research must answer in order for the project to be considered a success, please refer to page 68 for a definition of research questions)

FINAL RESEARCH KEY QUESTIONS:(Please wait to fill out —we’ll discuss the draft research key questions as a group, then decide on final research key questions.)

RESEARCH SCENARIOYou work for a software company that has released a digital wallet app that replaces physical money. Your company wants to expand the appeal of this app, which has been adopted by a limited market. They know from previous research that people use physical wallets to carry more than just money (e.g., photos, receipts, ID, coupons, etc.) To find these opportunities, you must first understand how people use their wallets today and what drawbacks exist. Your company wants to understand what, if any, of these drawbacks could be solved with improvements to the digital app. This information will identify opportunities for converting more physical things into digital, creating a future product roadmap. You know from past concept evaluations that a major barrier to using a digital wallet app is a reluctance to depart from tangible items.

Based on past concept evaluations, you know that you need to talk to people who typically carry some consistent set of items with them. You have about 3 months before product development must begin. Put together a research plan using the planning sheet, then work backwards from your deadlines to help you figure out your timeline.

LET’S TRY IT

What do we need to do to our app to increase the amount of people using it? Find outwhat people want rather than convince them to buy your product.

- Aside from financial transactions, what is your most common use for your wallet?- What current features of your wallet would you RATHER have in digital form?- What feature of your wallet CAN'T be in digital form?- Are there items in your wallet you wish were digital?- What features would you like to have that aren't possible in a material wallet?

- Do people want a completely digital wallet? Can the app be a backup?- What is the wallet used for?- What pain points currently exist with typical wallets?- How do consumers feel about replacing tangible items with a digital format?- What hesitations do users have about going digital?- What would a user's ideal wallet be like?

Methodology

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DESIGN RESEARCH PLANNING WORKSHEETPROJECT:

TIMELINEDevelop method

Create tools

Recruit participants

Field

Analyze data

Translate fi ndings

week 1 week 2 week 3 week 4 week 5 week 6 week 7 week 8 week 9 week 10 week 11 week 12

TOOLS SCREENER CRITERIA

FIELDING

still camera

video camera

audio recorder

notebook

discussion guide

observation guide

workbook

journal/diary

survey/questionnaire

velcro modeling

collage

stimulus images

stimulus words

stimulus multi-sensory

Researcher: Participant:CustomerType 1:

criteria 1

criteria 2

criteria 3

criteria 4

criteria 5

criteria 6

CustomerType 2 (optional):

criteria 1

criteria 2

criteria 3

criteria 4

criteria 5

criteria 6

CustomerType 3 (optional):

criteria 1

criteria 2

criteria 3

criteria 4

criteria 5

criteria 6

WHY? WHO? HOW? WHAT? WHERE

METHODOLOGY

need ideas

have ideas

purchase

use

evolve

revolutionize

individual

group

talk

observe

evaluate

generate

in context

artifi cial

details...

details... details... details... details...

(Characteristics a participant must have to qualify for the study)

section 2.3

Feature ideas, who would buy it

Moving from physical to digital

People tend to takeeveryday objects forgranted. Groupdiscussion can helpthe subjects sparkideas in one another.

The use of a wallet There is currently no

is fairly repetitive. prototype work with.

Watching 50 people Rather, we're trying to

use one isn't very scope out what peopledifferent from would be willing to usewatching 5. and to change.

The use of the walletisn't heavily rooted inone's environment. Infact, its use runs thescope of practicallyall environments.

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Digital Walet

Insights

Patterns

Solution Model

The interviews are broken up into individual data points. Using affinity clustering, the information is reorganised into relationship-based categories, giv-ing us fact-based insights to inform the wallet app’s development.

Insights are then grouped into themes, which are then redistributed to higher-level buckets. This breaks the research down concisely into several key concepts.

The research process leads up to a number of high-level benefit conclusions that relate to the driving thoughts and behaviors of the future users. The key benefits generated from insight relationships are then used to inform the development of the design.

In the case of the digital wallet app, the research indicates that for an app to be viable, it needs to be secure, to have reward-based features, to be struc-tured and easily accesible.

SAFE

REWARDING

AVAILABLE CLEAR

Thef

t

LossAdaptable

AutomaticA�

rmative

Comfortable

ConvenientConnected Organised

Info

rmat

ive

Digital WalletIdeal Experience

So what does an ideal digital wallet like?

Love in the Time of Ebola

When an ebola patient’s only available treatment must be administered by a family member, how can design help them?

Identified Opportunity:

Reallocating resources from hard-to-access and over-worked treatment centers to the family caretakers of those infected with Ebola. This allows treatment to reach more people while protecting family mem-bers from being infected.

Concept: Take-Home Care Kit

A healthcare worker is able to provide the kit for a person who is worried they might have ebola.

The potential patient takes the kit home, where additional patients may already be recovering.

DonningDoffing

SterilizationTreatmentDirectory

The sealed bucket can be disinfected with bleach or water before it’s opened, so even if an ill person brings it home, the kit is safe to use.

The caretaker who needs to be protected can open the kit by peeling off the plastic sealant, below which the instructions pamphlet is already visible.

The pamphlet provides essential information about the ebola virus and the proper use of the equipment in the kit.

Monosuit with face shield

Container of latex gloves

Plastic film seal

Container of face masks

Instructions of use

The Kit

Bucket used to disinfect

The Bucket With Its Contents

The buckets nestle inside each other and are stackable.

Side

Top

edge provides surface onwhich bucket is stacked

plastic translucent wrap seals the container

handle lies flush with edge

sterelizing tool for later use

The bucket’s purpose in relation to the home caretaker is to provide a sterile container for the personal protective equipment during the distrubution of supplies at healthcare facilities. In addition, it serves as a container for sterilizing the PPE suit to rid it of the ebola virus and other contaminants.

The instructions for proper decontamination with either bleach or soap and water (depending on avail-ability) is embossed on the side of the container and included inside of the instructional pamphlet that comes with the kit.

Mask Dispenser Glove Dispenser

The KitPPE Contents

Mask Dispenser Features:

- Carboard box, cheap and sturdy- Seal torn open at lip edges- Slot opens to reveal masks, can be resealed to protect contents from possible contamination- Masks are presented outer side out, to keep the side that faces the nose and mouth extra protected.- Yellow color makes the box easy to distinguish from the glove dispenser- Tilted orientation lets gravity push the contents towards the opening.

Glove Dispenser Features:

- Carboard box, cheap and sturdy- Seal torn open at two small holes- Holes allow access to gloves, which are nestled inside one another,- Gloves can be pulled out in pairs and are dispensed Kleenex-style- Closed design ensure maximum protection of the contents- Blue color makes the box easy to distinguish from the mask dispenser- Tilted orientation lets gravity push the contents towards the opening.

Civilian PPE Monosuit

waterproof, but not airproof material (ex: Gore-Tex)

friendly, see-through shield allows view of face

extended zipper makes it easy to remove the suit

sleeves and pant legs can be extended as necessary

tabs allow excess material to be cinched comfortably

This is a brief proposal of what the design of a simplified civilian hazmat suit could look like. One needs to take into account ques-tions of ease of use and acces-ability more so than standing by rigorous safety codes.

Suit

Proposed design features

Folded appearance

The ideal scenario for this proj-ect would be to thoroughly re-search what essential items are needed for ebola treatment and include those as well, as well as a much more thorough study of what designing a civilian PPE suit would entail.

Next Steps

Medical ReserachIdentifying and articulating opportunities for improving hip replacement surgery

5-week module course on medical research

Problem Mapping

Identifying Key Opportunities

Reallocating resources from hard-to-access and overworked treatment centers to the family caretakers of those infected with Ebola. This al-lows treatment to reach more people while protecting family members from being infected.

Breaking Down the Roots of Issues

My team and I took our list of opportunity areas and explored the potential of each one on an individual basis. We went back and forth between what we observed from the video of the surgery and our ad-ditional secondhand research.

Insight Analysis

IdeationThese are some brief proposals to address some of the logistical issues surrounding hip replacement surgery.

Redesigned 6-Panel Retractor

Redesigned Curved Rectractor

UNDERSTAND CREATE IMPLEMENTDesign for America a nationwide network of students using design to create local and social impact. Using human-centered design criteria and in-the-field research, testing and design, we are partnering with them to find design solution to various problems through the steps of understanding, creating, and implementing.

Driving Independence for Older Adults

Best Practices Research Project

MAINTENANCE ALERTS & WARNINGSKristina Danielyan Sunny Mozhi Ali Roghani Jahan Shiekhy Grady Wagner

Sponsored by Chrysler

600,000 seniors give updriving each year.increasing.

The number

drivers isof elderly

worth of accidents occurs yearly due to poor car maintenance.

$2,000,000,000$2,000,000,000

How can we create a set of best practice guidelines that can be used to improve the maintenance alert and warning design in cars?

Senior/Expert InterviewConcept Mapping VTech & DFA Research

Marjory does not drive anymore after several close calls driving around town. She and her husband have agreed that he would drive because of her neck pain which limits her ability to drive, especially on highways. In addition, Marjory is not as quick as she used to be so it is hard for her to concentrate on all the tasks of driving. Marjory is fiercely independent, so it was a big decision to stop driving and she wishes she was able to have her previous mobility and self-reliance.

John sees driving as an important part of his life and identity. It enables him to do what he wants; go to work, visit friends around town, and travel to see his kids. Still, traveling is a chore because he usually has to use his GPS to not get lost and the highway’s fast drivers and large trucks make him uneasy. To bypass these difficulties he will often will take smaller roads, which take longer but feel safer. He likes the minivan because it feels secure and he sees many drivers as aggressive and dangerous. However, John thinks many cars have too many alerts and indicators which distract from driving. While John embraces the GPS and new technologies he still does not trust technology in a high risk situation.

Senior Driver Personas

AFFINITY CLUSTERING Our next step was to gain more specific information on maintenance alerts and warnings by interview-ing seniors through online forums. This helped us gain information on what their likes and dislikes were, as well as gather suggestions for what an optimal alert system might be. We used affinity clustering to group responses and interview snippets together to identify the underlying patterns in the interviewees’ responses.

The maintenance alerts and warnings need to be self-explanatory. Options and personalization should be kept to a minimum.

They should announce what the problem is, give a brief explanation of what it means, and indicate what the driver needs to do to fix the problem.

The information given by the alerts should be easily read at a glance - this means using as few words as possible with direct, unambiguous phrasing.

It should be clear whether you need to take action to fix the car yourself or if you need to take it in to a dealer.

To help outline the use of this system and any other functions the car has, include a brief tutorial that runs for the user when they have just purchased the car.

BEST PRACTICES

Interface

The alerts should be easily visible, but not distracting to the driver when they’re not needed.

Text and images need to be high on contrast.

Images need to be low on detail and visually clear.

The indicators need to be backlit, but not overly bright.

Color and font preferences vary greatly, making it very difficult to generalise a preference for the senior demographic.

Appearance

Redefining the norm: the ideal-state solution for maintenance alerts and warning is a simple digital interface that informs the diver of problems as they occur, at times when the driver is not busy driving. The interface should be designed to not only inform the driver, but to take them through the steps needed to resolve the issue.

Presenting at Chrysler headquarters

Design for the other 90%

Researching Cause and Effect

Alleviating Poverty in the New River ValleyKristina Danielyan Sara Lane Ed Coe Jasmine Orange Alex Chiles

Virginia Tech is placed central to the New River Valley which is broken down into four counties: Giles, Montgomery, Pulaski, and Floyd County.All of the surrounding areas have seen unusually high rates of poverty levels.

The Situation

Selecting A Direction

Interview with local expert Kate BakerAmeriCorps VISTA for Smart Beginnings

30millionword gap

Children learn the best when reading with a parent.

The library is frequently-used and well-stocked with books, but isn’t always comfortable to read in.

There is a need for convenient reading space that fits seamlessly into a busy parent’s lifestyle.

UnderstandingThe Problem

Focus: Using Design for America’s process guide and human-centered design philosophy to “create local social impact through interdisciplinary design,” find a design solution to al-leviate the impact of local poverty.

Interview: Lily and Ava

Sorted by familiarity, size and subject.

INTERVIEW QUESTIONS: How do kids typically use the library? | What are the current successes and failures of your kids section? | What are your goals for the children’s section of the library? | How do you get kids in to the library? | When do kids come? | In your ideal world, what would the kids section look like? | Are kids engaged with the books while in the library? | How do you aid children in the library? | What is your specific role during library hours?

Insights & Relationships