Interaction & Service Designer Based in Oslo, Norway
PhD Phase 05
: Translating service values into app interactions
The mobile app "Zygo
" is one of the key access points in the Zygo marketplace and the community. The app enables the service as a planning and support oriented platform. The app has been designed to provide a seamless experience to the community members in planning their home inventory within budget, provide easier access to durable secondhand things and connect with the Zygo community members.
Role and Outcomes
Low and high fidelity prototype
I carried out the full exercise to create detailed app wireframes and visual design of key screens, to capture and communicate the core service intent through both interactions and visuals. The app was part of the public exhibit of the service “Zygo,” at Nordes Conference
The intent and the challenge of designing Zygo app
Zygo sits within the larger
. It was important for both the macro and micro-interactions to facilitate the
previously outlined key offerings
of Zygo such as transparency, visibility, and support. Also the app did not exist and had to defined and designed from the scratch.
Referring back to the
1. The Customer journey map
, to identify the service moments which will have to supported directly or indirectly by the app.
2. The Brand attribute matrix
, to select the values to be strongly represented by the app through its interactions, information and visuals.
3. The Service Landscape
, to keep in my view the users of this app.
I had a very clear understanding of the service landscape and its stakeholder motivations due to the previous phases of this project. I did a quick storyboard for the app to pin down the key features. Later, I used these storyboard in service moments walkthrough workshop as well.
Thinking through sketches
Paper first and abandoning the direction of gamification
This was the step where all my insights, findings and service vision had to condensed into a screen. I started with open and dirty sketches annotated with ideas of the form of "Zygo does". One of my initial directions for the app was to base it on gamification within a community using the metaphor of the role playing game "SecondLife". However, I wanted Zygo app to carry forward the reputation of fun yet a community grounded in real life and challenges faced by its intended users and hence, I moved on to more explorations.
IAs and Wireframes
The app design process was one that I regularly use in my practice, beginning with creating detailed IAs and formalizing the design as wireframes.
A visual progression of the process till the wireframes
Designing interactions for new practices and the "long now"
Building a lasting culture through mindful interaction and social friction
app through its UI and interactions intends to balance review and moderation based security with familiarity and empathy based trust.
It creates space for communication driven by human instincts and the spirit of mutual support between community members
For instance, the app primarily uses shared physical space for easy and safe transactions and transportation. However, it also uses it to encourage moving support amongst fellow dwellers, within the Zygo community, instead of using the gig economy model of paid contributions.
My vision for the app was to use mindful interaction and social friction where ever possible to gradually build a defining culture within the service,
where the members contribute to certain parts of the service through internal motivation rather than for material benefits.
Translating the value in the app design
I designed the micro-interactions of the app, keeping in view their role in creating a comprehensive and attentive experience for the users. These smaller details collectively were used as a means to tailor the information and interactions to the user's needs, which also included taking a backseat and refraining from overwhelming the user.
A bit about visual design and prototyping
I decided to do the visual design of key app screens
to illustrate the translation of the service values and brand attributes through the app as wel
l. I wanted the review workshop participants to experience an app that represents secondhand use differently from a more common classifieds model, and visual design over the wireframes helped present a complete experience. I did the visual design of the app using the visual language created in the branding sprint. I prototyped the app progressively at both high and low level of fidelity, using Invision and Framer, to
incorporate the comments and insights from the workshops
. I also used the app screens as part of the storyboard based service walkthrough in one of the expert review sessions.
Designing the Zygo app was different from my previous UX projects, which involved an end to end design cycle. When the immediate intent is to roll out the product in the market and cater to a variation of devices, the constraints on the interactions are tighter. However, in the case, I designed the app to use it as the tool for engagement with the service, for the workshop participants. Additionally, it also served the purpose of demonstrating one of the ways of operationalizing intangible service values through a digital touchpoint.
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