Overview

OPRS3 involved a strategic initiative launched to address the urgent need for digital devices as part of the transition to online education due to the COVID-19 pandemic. With many parents relying solely on mobile phones with insufficient screen sizes for children with accessibility needs, the project aimed to design a comprehensive roll-out plan for distributing digital devices to families, ensuring equitable access to educational resources.

Goal

Develop a service plan and offline journey for distributing digital devices that effectively meets user needs, integrating touchpoints and a service blueprint to enhance user experience and support remote education.

Outcome

The project resulted in a user-centred distribution plan that prioritised essential needs over additional desires, leading to a successful roll-out of digital devices. Key outcomes included increased user satisfaction and improved accessibility for children with disabilities.

Service Designer,
User Researcher

Methods

User Research, UInterviews, surveys, ethnographic observation, data analysis, empathy mapping, Agile methodologies, stakeholder engagement, prototype and pilot testing.

Year 2020-2022

The research phase involved direct interviews and surveys with parents, NGOs, and schools to gather insights on the challenges and needs related to digital device usage for remote education. The research aimed to:

Differentiate between users' essential needs and additional desires.

Identify critical accessibility issues faced by children with disabilities.

Understand the practical implications of digital device distribution on remote learning.

Desk research and user observation helped us understand the limitations of current device setups and the impact on learning experiences. I discovered that while larger screens and reliable devices were critical, users also expressed interest in premium features and additional gadgets, which were less essential.

Based on our research, I identified key opportunity areas:

How might we ensure that all users receive devices that meet their essential educational needs?

How might we streamline the distribution process to make it efficient and user-friendly?

How might we balance user needs with their desires for advanced features?

My aim was to design a distribution plan that prioritised essential features while addressing user concerns about device quality and support.

I led brainstorming sessions to generate ideas for addressing the identified needs and desires. We focused on creating a distribution plan that:

Prioritised larger screens and reliable devices to meet immediate educational needs.

Included touchpoints for user support and device setup.

Implemented a pilot project to test the revised distribution strategy.

I developed a distribution plan that focused on essential needs, including:

Providing larger screens for better visibility and accessibility.

Ensuring ease of device setup and providing technical support.

Recognising additional user desires but prioritising core functionality.

I created journey maps, service blueprints, and an service prototype to communicate the plan effectively. The pilot project validated the approach, leading to a successful roll-out and positive user feedback.

The final roll-out plan successfully addressed the primary needs of users, leading to increased satisfaction and improved educational outcomes. The iterative approach and user-centered focus ensured that the project met its goals and supported the transition to online education effectively.