My name is Anand, I’m a service designer with background in advertising and business management . Within design, my key strengths are user research, analysis and ideation . In my previous work, I consulted with large businesses on developing and implementing digital marketing initiatives . Clientele spanned diverse sectors such as Airlines, Auto manufacturers, Consumer goods and Education . This experience advanced my analytical skills, understanding of business dynamics and consumer behavior . Outside of my core interests, I avidly follow advances in general management, new technologies, health & wellbeing which I try to include in my design work .
Besides professional interests, I enjoy photography, my pictures on historic places and local food have received over 0 .9 Million views on Google Places . I also volunteer with a social organization which regularly distributes food and basic amenities to the needy .
DESIGN STRATEGY SERVICE DESIGN EXPERIENCE DESIGN
BRANDING
ADVERTISING ANALYTICS
NUOVOTTICA
What does the future eye-wear shopping experience look like? How might a leading global eyewear brand recreate a rich and rewarding retail experience?
Nuovottica is futuristic version of Luxottica. This service aims to provide customers with a highly personalized “frame” suggestion based on facial analytics. The AI system picks highly suitable frames from over 10,000 options in few seconds. Customers can then visualize themselves in different frames and share pictures with friends and family via social media soliciting their opinion.
This way customers can independently go to the store without a need for a partner to accompany and reduce the
number of visits before narrowing down to final option.
This also allows Luxottica to showcase a wide range of options which usually tend to get overlooked due to limited time and also inability of customer to choose from vast range
Client: Luxottica Time: March 2018
Other Team Members: Lisa, Ananya, Brian
My Role: User Research, Design Strategy
Tutors: Roberta Tassi & Isabelle Pleno
EXPLORATION
TECHNIQUES USED & TRENDS OBSERVED
After a survey of online literature, our team visited couple of stores in Milan area. The goal was to gain context into the eyewear purchase process and to understand buyers’ motivations and experience
Following field research, observations were synthesized into key insights. These insights formed the basis of our design direction
Prefer In-store when purchasing expensive pair of glasses
Multiple store visits before finalizing purchase of eyewear
Partner accompanies buyer to help decide and select suitable eyewear
Same or Similar style purchased year after year, afraid to try new styles
Observation in Store
Interviewing a Customer
Interviewing Store Manager Mystery Shopping
SYNTHESIS
EMPATHIZING WITH USER, FOLLOWED BY IDEATION
In order to clarify our individual views and better represent the customers, personas were developed. Different pathways to purchase were built to identify opportunities to improve eyewear shopping experience
From the opportunities identified, few potential concepts were ideated. New concepts were presented to the client for feedback. Upon evaluation, one concept was chosen to be developed into solution
CONCEPT “NUOVOTTICA”
AUGMENTED REALITY SHOPPING EXPERIENCE
An AR based app acts as a virtual mirror. Using the phone camera, the app detects and scans complete face of the customer. Upon analysis of facial features the algorithm prepares a list of suggested new frames. This reduces the decision fatigue in choosing a frame from 100s of designs.
Apart from virtually trialling different frames, customers can also change the background scene to get an idea of their ”looks” in different contexts. Favourite collections can be saved and shared via social media with friends for feedback without the need to physically accompany the buyer to the store.
SYSTEMS ARCHITECTURE
INTELLIGENCE BEHIND NUOVOTTICA CONCEPT
Kiosk
IRENMAN
What makes blue collar workers more engaged at work? How might an industrial company boost engagement and productivity in their workforce?
Irenman is a digital concept developed for workers at Iren – a large energy and utility services company. The workforce often endure physical pain and discomfort due to difficult work conditions. Leveraging on the company’s digital drive we developed a solution to address workers’ occupational health issues to promote better engagement at work and more productivity.
Using the Irenman app, workers can get guidance based on the type of health issue. The app also offers prevention tips to proactively maintain good health.
The analytics behind the service monitors worker health and identifies common problems. This allows the human resource team to manage wellbeing related issues at a company wide level. The goal is to promote a caring culture that positively impacts labour happiness and contribution.
Client: Iren SpA Italia
Time: February 2018
Other Team Members: Theodora, Iris, Rotem
My Role: Trend Analyst, Facilitator, User Research
Tutor : Alessandro Confalonieri
UNDERSTANDING
IMPORTANCE OF WORKER WELLBEING
Case in Point
Employee wellbeing has strategic implications for a company. When not managed properly, it leads to absenteeism, loss of productivity and associated costs.
15 work days lost per year per person 1 in 4 leaves a job due to ill health € 470 bn lost every year due to absence
Trends in Workplace Wellbeing
Current
Offerings
An area of opportunity is to combine both physical and mental wellbeing to provide a holistic solution.
DEFINE AND CLARIFY
PERSONA AND JOURNEY MAP
Marco, 38 yrs
Technical Maintenance
Married, living with his wife and three kids
Job duties require lifting heavy tool, and working in painful postures for long hours.
Main concerns:
Health, Lack of camaraderie
Social Networks Digital Ability
“Recurring knee problem is very demotivating. And also our work culture is not inspiring”
Marco goes to work and plans his day
Meets colleagues to discuss day-plan
Begin work which involves lot of physical labour Fixes pipes and repairs valves
Unloads heavy broken parts
IDEATION TO CONCEPT DEVELOPMENT
SYNTHESISING OBSERVATIONS
KEY INSIGHTS:
Our team visited the worksite to better understand the workplace and also to interview workers to gain following insights:
1. Workers need relief from physical pain to sustain daily work rhythm.
2. Need for the company to nurture a caring work environment. Using these insights, a digital concept was developed to address key issues that emerged from our field research.
ENVISIONING USER SCENARIOS
USING SERVICE PROTOTYPE
Have you heard about Iren’s new app?
Marco installs the new app to check the different features.
Enters his choice of exercise options and also indicates his painpoints
Proactive & personalised recommendations
tests the app at work
Moorthy
Ciao Marco!
Snapshot of progress
Learns about new app from colleague
PROPOSED SOLUTION
TOUCHPOINTS AND BENEFITS
IRENMAN APP – REVOLUTIONISING WORKFORCE WELLBEING
The final was a mobile application to support overall wellbeing of workers with opportunities to socialise with other colleagues. Simultaneously, another web based application can track the progress made and the benefits gained from the mobile app. This helps Human resource team to better monitor worker well being as well as identify areas for future development of this program.
BENEFITS FOR EMPLOYEES
HEALTH CENTRIC WORK ENVIRONMENT
SOCIALISE WITH COLLEAGUES CARING WORKPLACE
BENEFITS FOR IREN COMPANY
HIGHLY ENGAGED WORKFORCE POSITIVE COMPANY PERCEPTION REDUCE MEDICAL EXPENSES
enercube
intelligent energy system
Monitors real-time energy consumption to control utility expenditure
Redesigning Retail Utilities Service Experience
Challenge
Energy customers find it challenging to monitor consumption in real time and control energy related expenses. We recognized the need for utility companies to simplify this process to provide better control over home-energy usage for their customers.
Process
To gain insight into customer experience, we started by researching the energy customer’s journey, examining sign-up procedure, energy usage patterns and the monthly payment process. This study revealed frustrations customers face particularly the inability to assess usage in real time and lack of ideas to conserve power and save money. We also learnt that the middle-aged demographic, had a low level of (digital) savvy, therefore requiring a very simple solution.
This bill is exorbitantlyhigh!! Thenewmetervery complicated – nothelpful.
Our improved service concept provides an easy way for customers to monitor their home-energy usage along with tips to reduce wastage. Three faces of cube display relevant and easy to read power metrics. Combining cloud technology with analytics, this intelligent meter analyzes and identifies appliances consuming excess energy. It suggests specific actions to optimize energy use.
With this concept we aim to help customers save money & energy while giving a distinctive value proposition for the energy service provider.
Initial Concept to address key pain-points of customers. Narrowed to 4 features on a cubic design
After initial user testing the product size and appearance was defined based on user inputs
Interface elements further simplified so users can easily view and track energy usage
User Interview Concept testing
nike coach
future of personal training
empowering the everyday athlete to train using latest technology
Digital Personal Trainer by Nike
Challenge
Nike of late, is perceived more as leisure and streetwear label and less as athlete-centric brand. Our aim is to help reinforce Nike’s position as premium sports brand through new offering targeting professional workers with an athletic persona.
Process
To achieve this brand position, we first started by researching the needs of potential users – in this case the professionals who lead an active life to maintain physical fitness. After identifying the persona, we studied the needs, behaviours and desires in order to develop a relevant service concept
Recent Leisure & Streetwear Products by Nike
AGE 29
OCCUPATION Media Manager
STATUS Single
LOCATION Milan, Italy
PERSONALITY
SEDENTARY
SENSING
FEELING
PERSONA
Giulio Guerra the sporty exec “ I’d like to accurately monitor and optimize my fitness while reducing injuries due to wrong posture ”
BIO
Giulio is social media manager for a finance company. On most evenings, he enjoys working out to prepare for upcoming marathon events in the city. As a person, he is result focussed with high attention to detail.
GOAL
Optimise gym workout sessions for best results in sport
MOTIVATION
SPORTING FREQUENCY
CONTINUOUS IMPROVEMENT
COACH FEEDBACK
SOCIAL MEDIA
Introducing Nike Smart Clothing
Based on the user need for a solution to guide fitness activity, we developed Nike Coach - a smart clothing solution.
Powered by IoT, the fitness gear is embedded with motion sensors at different parts of the body which monitor and transmit activity data. The data is analysed in detail by a proprietary cloud application which provides feedback(via mobile app) to correct errors in postures. It also tracks progress in the selected fitness program. Through regular guidance the user can minimize injuries due to wrong posture and enhance their performance at sport.
With this concept we aim to provide fitness enthusiasts with a means to improve their sport applying latest technology while promoting Nike as ‘futuristic’ athletic brand.
