![]() ![]() We then talked about what made shopping at Powell’s in real life so fun. This is a great way to start a brainstorming session: thinking about the opposite of the problem you’re trying to solve can help anxious participants relax because there’s no right answer. First we brainstormed ideas for making the process even slower. ![]() I facilitated an ideation session with a book-loving friend. How might we make the process of entering ISBNs faster and more fun?Ĭlick to see the journey of the user’s hairdo full-size. I crafted a journey map based on these three experiences, and decided to focus on improving the process of entering ISBNs, since it is the foundational action of the experience. This was no small amount of effort in my case. Once you make it through the submission process, you still have to deal with the books themselves, sorting out the ones Powell’s wants, lugging them to the shipping place, and figuring out what to do with the remaining books. How might we create an online book-selling experience that works smoothly AND captures the thrill of shopping in the physical store? I wanted to address both the operational and the experiential aspects of the online book-selling process. Technical errors and occasional data loss make for a discouraging experience. Typing in every single ISBN is laborious. The selling site is bare-bones, offering little guidance and none of the enthusiasm and charm of the store’s brand personality. Use of the online book selling site skyrocketed-and so did users’ frustrations. ![]() Just when people had plenty of time to clean out their bookshelves, Powell’s closed its physical stores. The online process, which requires typing ISBNs (book identification numbers) into a form and then shipping a box of your books to a warehouse, was mostly used by people who lived outside of Portland. Normally selling used books to Powell’s is a physical endeavor: you lug a box of books to the store and an employee scans each book and tells you which ones the store will buy. I decided to practice human-centered service design by redesigning the online process for customers to sell their used books to the store. Powell’s Books is the world’s largest independent bookstore, selling new and used books online and at its iconic Portland shops. ![]()
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