UTS Research Service Design

• UTS’s Research Office wanted to understand researcher needs and priorities for next developments.
• Two projects were carried out; one for Higher Degree Research students and one for academic researchers
• I established the scope and definition of the projects.
• I recruitied Service Designers. We ran Design Thinking and Human Centred Design processes to explore the needs of researchers, generate ideas and test them.
• I oversaw the process and outputs, and supervised business analyst support
• Output reports included personas, as-is and to-be customer journeys, service design blueprints, recommended roadmap and others.

Raymarine Situational Awareness Research

Research presentation slide

• Raymarine is a manufacturer of boating systems and instruments.
• Needed a broad understanding of customers’ desires in boating technology over the medium term
• Particular focus was on “Situational Awareness”, that is, how can instruments give you more awareness of what’s going on around you at all times.
• As a consultant, I prepared and facilitated workshops in Plymouth, UK and Boston, USA with Raymarine’s customer liaison groups
• Presented results back to management team who were very happy with the insights gained
• General finding: Customers wanted to be able to easily compare their current position and situation with the trip plan they had prepared earlier.

Some findings:

• Customers needed to start their user journey at home before the trip, creating the plan which would then be uploaded to their boat system online
• Instrumentation should automatically warn the user if they were deviating from the plan, or if predicted conditions made it likely they would do so