TASK FROM THE NORWEGIAN FOOTBALL ASSOCIATION:
INCREASING THE NUMBER OF SPECTATORS AT NATIONAL FOOTBALL GAMES
THROUGH IMPROVING THE SERVICE EXPERIENCE
( 2 WEEK PROJECT)
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IMPLEMENTED BY NFF
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WORK PROCESS OVERVIEW:
PART 1:
TOOLS USED:
PREPARATORY RESEARCH (Interviews, actor mapping, assumed customer journey) FIELDWORK: - Auto ethnography - Contextual interviews - Field studies - Non participant observations - Cultural probes PROCESSING DATA THROUGH MAPPING OUT FINDINGS: - Journey mapping (Including touchpoints, transition points and rituals) - System mappings - Developing key insights DEFINING KEY AREAS OF IMPROVEMENT |
PART 2:
TOOLS USED:
IDEATION - Workshop - Mapping and prioritizing values, user needs and key offerings. - Idea generating tools - Sketching PROTOTYPING - Theatrical method and desktop walkthrough - Video sketch of service - Service blueprint - Service journey map PRESENTATION - Presenting service improvement through keynote presentation and video. |
PART 1,
INSIGHT WORK:
DELIVERABLE:
USER JOURNEY MAP TO COMMUNICATE INSIGHT AND FINDINGS.
PROCESSING:
USING MAPS AS TOOLS TO PROCESS INFORMATION GAINED THOUGH FIELD WORK.
PART 2:
IDEATION, PROTOTYPING AND TESTING.
PITCHING CONCEPT FOR NFF
VIDEO TEASER FOR A FEEL OF THE NEW HALFTIME EXPERIENCE:
NEW SERVICE JOURNEY:
