Redesign of Dr mobile, a premium web service for mobile phone repairs. From business strategy, user experience, wireframes, and collaboration with the visual designer; in a war room setup.
Persona 'Jonas' that needs his phone repaired. Description and illustration of user goals, motivators, needs and frustrations.
Analytics analysis of the as-is situation. User and business main task analysis.
Workshop facilitation with the client to analyse business needs and service requirements.
Ideas and concepts generation of branding, user experience flows of discovery, registration, and returns.
I delivered the stakeholders map, personas, customer journeys, and service Design blueprint for the new service.
Customer journey of persona 'Joost' that needs to outsource his repair service as a business owner.
Customer journeys are visual representations of the journey of a user by describing the different milestones that characterize their interaction with the service.
A customer service journey canvas focusses on the pre, during and postservice periods to structure the flow of the journey. This approach is ideal for documenting the sequence of dynamic processes that take place over a certain period of time.
Service design blueprint of persona 'Ellemieke' and Dr.Mobile service touchpoints. Description and illustration of awareness, usage and end goal phases; both from customer and business perspective.
Service blueprints are a way to specify and detail each individual aspect of the service. It illustrates the stages and complexity of all the possible interactions and distinguishes between the customer experiences (and decisions) and the behind-the-scenes processes to ensure that these experiences are delivered. It also helps to provide a clear roadmap for the actual service by reviewing and refining the blueprint during all the stages of the project.
Navigation flow of the Dr. Mobile web application and wireframe page model.
The goal was to design a service that is easy to use, trustworthy and appealing. I designed the user experience using navigation flows and high-level page models. This approach allowed for rapid iterations on solutions for efficient functionality while developing the brand.
I acted as a service designer, user experience designer, product owner, and interface between the client and the design team.
Final brand by the visual designer. Two screens of the final design of Dr. Mobile redesigned interface. Homepage and selection of device problem interface pages.