Accelerate Experience Design with Design-driven innovation and Human-centred design approach Accelerate Experience Design | Page 42

“Be your customer” is designed to be in our persona’s shoe in order to envision his

• how does participation of this persona affect the others? and to the instructor?

emotion, reaction, desire, issue and wish during the use of service . Which persona and
what type of mode I shall have during this workshop? During the workshop, I partici-

It’s not the plain answer to be derived from this action research design. It helps us to

pated as the persona created during Meaning stage who representing the LIFESTYLE

reframe the right question for analysis in the following step.

SKETCHING future scenario:

29 years old from Hongkong. Work as Copywriter in an Advertisement agency. Speaks Chinese, English and Cantonese. She is a kind
person who enjoys the company from friends. Maybe it’s the pressure from work or Hongkong is just too crowded, she feels no air to breathe
freely and gets exhausted easily. She needs to travel a lot for work and she always wish to have more time off to experience more from the local lifestyle. She
likes to discover different places to dine with friends during weekends and,
lately, she has lots of fun from a place where you learn Mediterranean cooking
and then eat those dishes you prepare. Always good to enjoy it with friends.

After the workshop, I designed the user journey map in a way to visualize Jessica’s reflection during this experience. As you can see from the illustration, this map emerges interesting questions to ourselves:
• does this persona feel satisfied as we expect?
• what is the emotional high point and what brings frustration?
• does those activities composite the core values of our service and are comprehensive
to this persona?
• the supporting tools we design are helpful or it could be burden during use of service?

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