https://www.shilpamathew.com/oscarstory daily 0.75 2017-08-06 https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497855700293-96F9WLFZOH8G4UZF8J4C/S1.png Oscar & Wabash https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497855700293-96F9WLFZOH8G4UZF8J4C/S1.png Oscar & Wabash https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497909226174-M4X9KFPSNWLUYQ0K6W9R/S1.png Oscar & Wabash Meet Oscar, his wife Carrie and his 13-year-old daughter Haley. They are from Indiana, the Midwest and they have come to Chicago for their vacation. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497909255749-50U9BNTGCFLSNQ8RTFP5/S2.png Oscar & Wabash They venture out to the famous Cloud Gate on Michigan Avenue. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189445640-C2MNQVIJ4K9H298TJM34/S3.png Oscar & Wabash As they approach, a huge marking on the pavement attracts their attention. After a closer look at it, they realize it looks like a clue. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189445733-BKWKRB8AO6HXD11048Y2/S4.png Oscar & Wabash After peering closely at the reflection and after much to and fro between the three, Oscar identifies the tallest building, the Aon center. They look down and notice another clue on the pavement. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189448339-X6E6L8KAZ7YM1KTIA63M/S5.png Oscar & Wabash They follow the signs on the road. At the top of the screen, notice an indicator of their energy level. That seems to be dipping with all the walking around! https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189448593-74N89QJIWW4G6FKXJ8F4/S6.png Oscar & Wabash They reach an alley where there is a food truck and inviting seating arrangements, accompanied with music for them to relax. Haley exclaims – “I want a hotdog”. Once re-energized, they follow the next clue they spot on the wall. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189450322-3N3LYVZ49NLC9926DDLR/S7.png Oscar & Wabash They follow the signs now seen on the columns under the train tracks and Carrie notices the famous “Wabash lights”. They continue to follow the signs. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189450656-ZCM495VEON27XBLLF459/S8.png Oscar & Wabash The signs take them to the distinguished Palmer hotel lobby where they notice their next clue. Haley gleefully spots the deer and they move on to the next clue https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189452544-8NMTR03JV7EXQS3RMCLW/S9.png Oscar & Wabash Back on the streets again, some fresh air! https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189453202-ACFV5AC66CX4YYEZ9Q99/S10.png Oscar & Wabash They reach the Adams/Wabash “L” Station Bridge and notice a photo spot marking. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189454896-FZ7SM45NSBACR8LLKAE9/S11.png Oscar & Wabash They take great photos with a backdrop of the Art Institute of Chicago. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189455800-Z6FCPWJRVIBP4E36SJ9X/S12.png Oscar & Wabash They spot their next clue. Head off in the direction wondering what to expect! https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498189457490-5MRP9QXVZ4T5AFF5L4HY/S14.png Oscar & Wabash They arrive at the second floor of Macys and spot the City of Chicago built out of chocolate, glue and paint by the famous Joseph Schmidt. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1501985519624-7RN9N926QG0DMUKX1WTL/S16.png Oscar & Wabash So Wabash is at the perfect intersection of loop tourist activities to provide people some playful exploration and some restful engagement. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1501985548938-HEPSH005PKROC1NG273L/S15.png Oscar & Wabash They walk along to their next clue and to their delight find an intimate café on the second floor facing the train. The café has comfortable seating & staffed with board games. They sit back to soak in views of the train. Carrie takes the opportunity to post photos on Instagram. https://www.shilpamathew.com/reimagining-wabash daily 0.75 2017-08-18 https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498068447858-KON45JJSPL9O0XSQM0JU/DP1.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498068447800-X85ADD9O6UEGMO5RGNXX/DP2.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498068449783-8SV2K7NXB50FACCAGPPH/DP3.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498068449721-UV7H54E6NBYP9IA8UUD5/DP4.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498069066361-UX15L1IUPJAPACQIISX5/UserJourney.png Strategy & Partnership - Concept Generation We used a 5E user journey to structure some of our ideas & created a strategy table to identify the two emerging themes. We also constructed a Chasm diagram to identify our beachhead https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498067822836-S23PM9R6DFSA7E9MB9MM/C1.JPG Strategy & Partnership - Insights Generation We had an exhaustive number of quotes and observations and we clustered these to generate insights. We also did an ERAF analysis that further helped us refine our insights and create design principles. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498071326822-LNZ7DZWA4CK1YAPE57YL/image-asset.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498069654749-24YUA0XTK2W6LMH2ETJV/image-asset.jpeg Strategy & Partnership - Presentation For the final presentation, all four teams contributed to creating a single model of Wabash street with our individual team ideas prototyped on the model. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497926264439-7USJQWTF9QQLZ12L1OXR/R1.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497926264493-OW89MJ2YOR27VEYSKRGW/R2.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497926264584-H3QY5J09VXQ8EVJCZHB8/R3.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498066762360-2XTBBUA432B86BC8MS1K/Anna-card-sort.jpg Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498069628491-9P4EBWJR8GA3HYYKFTUF/image-asset.jpeg Strategy & Partnership - Prototyping We held about 8 prototyping sessions with several of the users we had interviewed. I created preliminary sketches of several ideas and led many of the prototyping discussions. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497850758251-2ASCWFAQDTO2OKNFS8X2/image-asset.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498186269751-WTGTCTP35G1VHF2JDVFU/image-asset.png Strategy & Partnership - User Research We did about 12 interviews and several intercepts. I helped lead most of the interview sessions and majority of the intercepts. We identified participants with the help of adjacency maps & also did a card sort activity with some participants. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497835553854-0624JB0R6D6M46ZZHXEW/WabashProblem.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497854687893-08ADZEGMIEPI76HBVIL8/image-asset.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1501992850007-5BUIC8SNYOBL561TOCHW/Beachhead.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497849613756-SWLT953B26Q0022UCXRU/Insight1a.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497849594703-8ZCL8SL1PSDLJPRLIDSI/Insight1.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497849645228-JOE3YKOL01BSUGEI6OFF/Insight2a.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497849633831-9C397W80TDDBMSL6J13H/Insight2.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498185496478-XOPAD81H2O8KFGX5YIZC/Insight3a.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497849663063-16XXQFIBQST7FKNP36JA/Insight3.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498185505512-KJA3E0TE6EOWCPMAPOAY/Insight4a.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1497849702949-Q7HIWKIHLTMA3K7AFHN8/Insight4.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1498185514721-XXKXN7DRWZKXW4WCZ3HX/FinalInsight.png Strategy & Partnership https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1500335852555-CZYNX9IKFD8OP16BAHHV/image-asset.jpeg Strategy & Partnership https://www.shilpamathew.com/harbor daily 0.75 2017-10-20 https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466664348-0L1BOVNVB2ZLCAQTU97Y/PTHarbor-2a.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466654821-LKQW70UTW1XZMHKUEUOB/PTHarbor-2b.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466655736-CBYHJVKZOO9TBK9D0CAJ/PTHarbor-2c.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466656877-GP0CWV5BSVUWNABBUS0C/PTHarbor-2d.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466658240-TVRGUT67K773M89BK7BX/PTHarbor-2e.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466864442-7N58NL5DK8M20ECJZO0H/PTHarbor-3a.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466864668-9APO48PLCNN8LLD6T6P0/PTHarbor-3b.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466865015-4UMSAN8CKQATZ3ABDLY3/PTHarbor-3c.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466865245-2RK414GS6D7S50REW8HN/PTHarbor-3d.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1503000036909-3RAO45M9KCLYA5LXI6YU/image-asset.png Service Design - Design Principles Design Principles To move forward to the solution phase, I took the initiative of drafting design principles so that we could have a means to constantly test and validate our concepts against. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1502999709615-ZKQASE0SZ0CN4VSQIQ2P/Coding+data+to+create+insights.png Service Design - Coding Data Coding Data We did ten interviews of which I was responsible for four. We came together as a team and coded the data inclusive of observations & quotes. We then identified key insights from these. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467240526-D71PI6DGOL952DW2IDMR/PTHarbor-5a.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467240774-IJOMSY5I13APEVRGWHQA/PTHarbor-5b.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1503004401888-GN9B1QC8YG6DSNDT7Q9X/image-asset.png Service Design Storyboard In the concept generation phase, we used storyboarding as our prototype and requested feedback from many of our interviewees to move forward. I sketched the app prototypes for the storyboard. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466334336-P11V56R5B4OGBN2Y98M4/PTHarbor-1a.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466334559-L9K4FWRAFQW5P2JTD0RZ/PTHarbor-1b.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508466335458-34JWISPO6TNSNK3RS55J/PTHarbor-1c.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1503000653333-OAQYV1GT2YCI62Y6KH4N/image-asset.png Service Design - Journey Map Journey Map We started by looking at a very broad definition of disaster to understand how people recover from it. We looked at natural disasters, disintegration of families and physical injuries. We identified key states in the customer journey. Based on the activities that people perform and services available in each of these key states, we prioritized opportunity areas that we could further explore. We also identified the key emotions experienced in these states. I played a key role in these discussions. https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467044829-HHT9WGMIUXO1D853VLG0/PTHarbor-4a.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467046389-K354MI90GZWGSFN86FNM/PTHarbor-4b.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467048598-2PAYZDIEMGLPXGTQYQFK/PTHarbor-4c.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467050368-FZDI47D6SSECP8PKF1H5/PTHarbor-4d.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1508467050593-Q5F92F947OLQFWVSXGCM/PTHarbor-4e.png Service Design https://images.squarespace-cdn.com/content/v1/5937712620099e753942aaf4/1503004527301-676O0CC45LYZOK4OY6BQ/image-asset.png Service Design Service Blueprint To ensure a smooth front end to back end process, we created a service blueprint and fine tuned our final app 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