{"id":636,"date":"2021-05-18T23:37:29","date_gmt":"2021-05-19T07:37:29","guid":{"rendered":"https:\/\/chamberlaindesign.us\/?page_id=636"},"modified":"2021-05-18T23:37:29","modified_gmt":"2021-05-19T07:37:29","slug":"popcorn-service-design-project","status":"publish","type":"page","link":"https:\/\/chamberlaindesign.us\/index.php\/popcorn-service-design-project\/","title":{"rendered":"‘Popcorn’ Service Design Project"},"content":{"rendered":"\n

PROBLEM<\/h4>\n\n\n\n

During the last 9 months, the social and economic landscape of America has changed vastly in response to the novel Coronavirus.<\/p>\n\n\n\n

Businesses have had to change their protocols in order to stay open, and those who could not have since shut down. In addition, individuals must also change their behaviour in order to promote their safety and the safety of others.<\/p>\n\n\n\n

Due to the closure of most indoor entertainment businesses, movie theaters have suffered. <\/p>\n\n\n\n

However, movie-goers have rediscovered another way to see new films within the local and national regulations. Drive-Ins have been growing in popularity as an alternative to theaters, but there are still COVID-19 risks.<\/p>\n\n\n\n

OUR SOLUTION<\/h4>\n\n\n\n

Through our research of Drive-In theaters, we discovered multiple points of interaction (including food and ticket sales) that could easily be done remotely. <\/p>\n\n\n\n

With the Popcorn mobile application, it is possible to attend a Drive-In movie with next to zero physical contact with anyone outside of your own vehicle. Our app will allow you to view available films, book a spot\/buy tickets, use GPS to find the theater, control your audio from your phone or car speaker, order snacks directly to your vehicle, locate open restrooms and so much more. <\/p>\n\n\n\n

Research & Development<\/h4>\n\n\n\n

Exploratory Research<\/h4>\n\n\n\n

During this phase of our design research, we used service design techniques to construct several different kinds of maps that would help us organize our approach to creating the improved Drive-In experience.<\/p>\n\n\n\n

Stakeholder Maps<\/h4>\n\n\n\n

The first maps we creates were our stakeholder maps, which are generally visual representations of key constituents of a design project.<\/p>\n\n\n\n

They are meant to provide a visual reference point for the design team, setting the stage for further user-centered research and design development.<\/p>\n\n\n\n

Territory Maps<\/h4>\n\n\n\n

Our territory maps are basically an extension of our stakeholder maps, but with the addition of trends, themes, and ideas that your team found important to the topic at hand. <\/p>\n\n\n\n

The goal is to lay out the entire problem landscape and \u201cdefine its boundaries\u201d. Since the creation of territory maps draws on the preconceptions and knowledge of team members, they contribute to the creation of a shared vision.<\/p>\n\n\n\n

Personas<\/h4>\n\n\n\n

We created Personas in order to represent and interact with three particular groups of people who would be affected by our service (customer, employee, owner).<\/p>\n\n\n\n

Journey Maps<\/h4>\n\n\n\n

Next we created journey maps for our customer, employee, and business owner, meant to provide a vivid, structured visualization of their user experience.<\/p>\n\n\n\n

Research Plan and Goals<\/h4>\n\n\n\n

<\/p>\n\n\n\n

Primary Research & Secondary Research<\/h4>\n\n\n\n

Participant Observation<\/strong> \u2013 was a service design research method utilized by a team member who went on a \u201cfield study\u201d to a local drive-in and reported their experience.<\/p>\n\n\n\n

Questionnaires<\/strong> \u2013 Surveys were sent out asking about what drive-ins were like pre-COVID for both customers and employees. Luckily, design team members happened to know friends and family who  both worked in the business and had experienced it before and after the pandemic.<\/p>\n\n\n\n

Directed Storytelling<\/strong> \u2013 was another service design research method we used. A former customer was asked to describe their pre-COVID experiences at the drive-in movie theater.<\/p>\n\n\n\n

Questionnaires & Responses<\/h4>\n\n\n\n

<\/p>\n\n\n\n

PRE-COVID QUESTIONNAIRE COMPARISON<\/h4>\n\n\n\n

QUESTIONNAIRES WAS ONE OF OUR PRIMARY TOOLS FOR COLLECTING SURVEY INFORMATION. WE DID OUR BEST TO WORD QUESTIONS CAREFULLY, SO AS TO SECURE GOOD RESPONSES. QUESTIONNAIRES HELPED US GATHER INFORMATION ABOUT THEIR FEELINGS ABOUT CUSTOMER AND EMPLOYEE DRIVE-IN EXPERIENCES.<\/p>\n\n\n\n

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DIRECTED STORYTELLING REVIEW<\/h4>\n\n\n\n

Directed storytelling came in handy for our primary research methods. One of our teammates parents was willing to participate and share their lived experiences using some narrative conversation prompts we developed as a team. <\/p>\n\n\n\n

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SOME RESEARCH FINDINGS<\/h4>\n\n\n\n

Pre-covid customers had issues with restrooms, a lack of available cleaning products, and exiting.<\/p>\n\n\n\n

There were also no systems for parking, so customers picked their spots based on visibility.<\/p>\n\n\n\n

The things sanitized the most by employees were the popcorn machines, floors, and counters.<\/p>\n\n\n\n

SERVICE BLUEPRINT<\/h4>\n\n\n\n

We created our service blueprints in order to specify and detail each individual aspect of our service. <\/p>\n\n\n\n

This visual schematic (to the right) incorporates the perspectives of both the user (customer Jacob), the service provider (our Drive-In), and other relevant parties (support processes such as payment processing and waste removal services).<\/p>\n\n\n\n

We made sure to include paint points, touch points, and shade the pre-customer-arrival and post-customer-arrival sections in different colors.<\/p>\n\n\n\n

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SCENARIO VIDEOS:<\/h4>\n\n\n\n

PRE-COVID, REGULAR MOVIE THEATER EXPERIENCE<\/p>\n\n\n\n

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