Circus Center Experience Re-design
The one-week assignment was to re-design customer experience of the chosen service. I chose Circus Center.
I focused on understanding the customers' experience. I paid attention to the use of time, space, and senses. I identified pain points and opportunities. The final outcomes were artifacts of current and future experience. My advisor was Alexander Baumgardt, Advisor for Integrated Brand, Product & Service Experiences.
1. Obervations & Interviews
I spent one hour observing the space and behavior of customers. I took pictures, notes, and videos. I conducted interviews with a student employee, teacher, and a new student.
2. Research Synthesis
I made an interior architecture layout to understand the behavior of customers. I synthesized collected observations and interviews to find areas of opportunity. Based on the interview with the employee I made a business stakeholder map. I identified internal and directly affected stakeholders. Based on interviews with employees I created a persona.
3. Identifying Pain Points and Opportunities
I made the Journey Map of Current and Future State to introduce the emotional experience of customers, journey phases, pain points, and opportunities. I brainstormed the possible solutions, keeping in mind identified opportunities.
4. Re-designing the experience
Keeping in mind customers' and employees' need for the shower, I re-designed the second floor. I moved the storage next to the stairs and lockers to the corridor. This provided more space for bigger restrooms. Now customers can shower after classes which improves the overall experience of Circus Center.
5. User testing