Blog 9. Visual documentation of the brainstorming

By Ji Young Bang

I have confirmed ‘service design’ in a workshop of review week during the break after I mapped class exercise in visual documentation of the group session, week 6. My aim in joining that extra class is to do in-depth study of ‘service design’. A satisfactory result has come up. The workshop has started with context finding, resulting from case study in My Epiphany. The episodes are classified into three sections – the first is on introduce start to solution and background problems, the second is on the composition of detail of problem and evidence, finding problems through the interviews with people, why they don’t want to go to the clinic and the last is on the presentation of solutions to coming up with design solution system and introduce technology design process. Our group has mapped ‘human and non-human’ actor. Through this mapping, I have made it clear the divided points of the two stakeholders.


Map 1- ‘human and non-human’ mapping.

In the above circle is included human stakeholder. Human stakeholder is the key category shedding light on the final design. The below non-human category fall into three sections, Emotion, Health and Medium. Emotion is an important factor, representing the best resource of design, revealing our human emotions on the basis of leading the way of design method. Thus, health may be a telling resource with the background that it gives occasion to some diseases or impacts. Medium is one of the background designs, including diverse points in this category.

Next step can be called problem statement listing the existing situation. The problem is vulnerable to the exposure of their health, private or secret. The reason is that patients are pursuing perfection of clinic system. With that result has popped up ‘Project M’ response of service design. The ‘project M’ is a design system accounting for the result of treatment to the patients by means of mobile phone messages.


Storyboard of users journey map

The storyboard is rather a simple image enabling us to envision future uses. The clinic will send “please call me” message (PCMs) to people resulting in consultation and diagnosis. With this, we can collect vital facts in the journey map. It is natural that people unconcerned with HIV will send no calls, but even those concerned with HIV may return calls or not. Even though consultations come to terms, we can’t be sure if they will make it because it is doubtful that they go on to visit the clinic and keep asking for their information – coming up with its answer.

Through the case study, I have learned different aspects on My Epiphany. First of all, service design is not a simple design and it must be made focusing on stakeholders. It is due to peculiarities of the design emphasising the stakeholder and the category oriented by its topic and systematic quality. Storyboard is important as well and must be featured with strengths and weaknesses. The final design should be easy and available to laymen. From this exercise, I have felt that it must be designed in detail, users-first and it should show off its feasibility in the context at first sight.