design, build, play
design, build, play
The diary study was initiated to serve the product visioning for KP mobile app.
We designed a 2-week diary study to follow 10 KP members who are at different care stages.
That’s me in the “war room” with a million post-its.
The amount of data we collected allowed the whole team to truly empathize each members’ personal experiences.
Two key artifacts we created from the post-its are individual profiles and key journey maps.
The key timelines include activity phases, touchpoint types and interaction counterparts as artifacts.
When combining the profiles and timelines, we identified the “context of care” each individually.
Below it shows all the contexts of care we summarized from the profiles (non exhaustive)
We also hauled all the pains and needs together, resulting in an affinity diagram.
Based on which we identified major phases during members’ interactions with KP.
We also extracted the members’ thinking / behavior styles based on their engagement level with KP and to what extend do they trust KP overall.
Lastly, we combined all three components together, came up with our magic formula —
How might we help the (thinking style) type of member, who is currently facing (the context of care), trying to (phase of interaction)?
Next step, we will be hosting a workshop with product leads to brainstorm design solutions and prioritize them for the first round of design iteration, followed by concept testing.