Service Design project: Sydney Uni Waterski & Wakeboard Club
The University of Sydney Waterski & Wakeboard Club - Run by Sydney University provides a great access to water sports for hobbyists and those who are eager to learn a new skill and have fun in an outdoor environment. It offers a great opportunity to socialise and meet like-minded people/make new friends. The club, also known as USYDWAKE offers wakeboarding, water-skiing and all round good times on the water to Sydney University students and the wider community. The rides are mostly on the beautiful Hawkesbury river, just over an hour north of Sydney and the boat is on the water most weekends over summer.
Overview
This service design project focused on the University of Sydney's Waterski & Wakeboard Club, aiming to enhance awareness, improve services, and ensure sustainability.
Objectives
Increase awareness of the club.
Revamp services to improve user experience and sustainability.
Process
Used the double diamond model: Discover & Define, Define & Develop, Develop & Deliver.
Conducted desktop research and ethnographic studies, including interviews with staff and users.
Developed service journey maps, behavioural archetypes and ideation sessions.
Challenges
How might we:
Create awareness of The University of Sydney Waterski & Wakeboard Club?
Revamp the service it provides?
Ensure the longevity and sustainability of such service?
Outcome
Identified key areas for improvement and implemented strategies to enhance user engagement and streamline the sign-up process.
Created a comprehensive service design that addressed the challenges and promoted the club effectively.
During this project, there have been 3 deliverable stages (A1, A2, A3) which were one way or another lead by the double diamond model.
A1. Discover & Define
A2. Define & Develop
A3. Develop, Deliver
A2. Define & Develop
A3. Develop, Deliver
Below is how each stage affected my iteration of the problem statement:
Discover & Define:
In the first stage these research questions were articulated and investigated:
In the first stage these research questions were articulated and investigated:
A1: How to gather insights into the USYDWAKE? What is the value in such club for whom and why? How do people know about it and how do they use such service? What are the main challenges?
Define & Develop:
By using the research and problem statement as a platform to further delve into the issues that were revealing themselves from the ‘Define’ stage, a second problem statement was articulated to guide the remainder ofthe process:
By using the research and problem statement as a platform to further delve into the issues that were revealing themselves from the ‘Define’ stage, a second problem statement was articulated to guide the remainder ofthe process:
A2: How might we enhance the USYDWAKE service experience and promote a better and healthier growth that could make the club service more sustainable and encourage multiple usage of its services?
Develop & Deliver:
In A3, the major focus was on the ideation and deliverability of the service. It is all about understanding the opportunities and restrictions within the scope of the service, in addition to future implementation of improvements that promote growth.
In A3, the major focus was on the ideation and deliverability of the service. It is all about understanding the opportunities and restrictions within the scope of the service, in addition to future implementation of improvements that promote growth.
For that purpose, I managed to identify many opportunities for improvement but one can only enhance few things at a time, so by focusing it down and after further investigation and re-visiting the information gathered, the third and most refined iteration of this question is:
A3: How might we create awareness about USYDWake Service & enhance the sign-up process including the payment issues?
Approach
Used Methods for this project
Used Methods for this project
Desktop Research
This method was to gather all the insights available about the club service online and to see what kind of process the users could potentially be going through in order to know more about the club services and modes of signing up/staying update with the club’s news etc.
Ethnography
Interviews with Staff and Users:
This method was helpful to gather all the possible insights about the club service as it enabled me to understand the user experience at every stage etc.
This method was helpful to gather all the possible insights about the club service as it enabled me to understand the user experience at every stage etc.
