Pathfinder
In this group project, we worked with a preselected client for 6 weeks. The main client was a company called Arena Oslo, which aims to boost the tourism industry in Oslo. They do this by bringing together a cluster of relevant companies so that they can help each other give tourists as rich an experience of Oslo as possible while also earning revenue.
Visit Oslo and Norges Varemesse were two actors within this cluster that had potential for service design interventions. Norges Varemesse is a company that hosts fairs and conferences and serves 500,000 people every year. Visit Oslo is the biggest actor in guiding visitors to and around Oslo. Visit Oslo has a lot of information on activities and locations in Oslo, while Norges Varemesse has information on the different audiences arriving in town to attend different fairs and conferences.
We wanted to merge this knowledge in a tourist guide generating tool that Visit Oslo and Norges Varemesse could use together to create customized guides for the attendees of bigger conferences. This would allow conference attendees to get relevant guidance to what to experience while in Oslo for such a short and hectic time.
Project by: Lydia Lin, Taaha Bin Khalid, Raoul Koreman, Jacob Pettersen
Project length: 6 weeks
AHO course: Service Design 1, Fall 2018
Interviews
The first fair attendee we spoke to found it really difficult to find local activities she was interested in, such as cool cafes or cheap cultural events. We noticed that she had gotten the same information as most of the people asking the Visit Oslo office for help. She was thrilled when we gave her more specific information on what she was actually interested in.
Service mapping
Based on our interviews, we mapped out the current experience for event attendees.
Ideation
We sketched out ideas to improve the service journey.
Client collaboration
We presented our findings and alternative service journey to Norges Varemesse and discussed which options and directions they were drawn to.
Findings and opportunities
These are the opportunity areas we identified through all of the findings we collected.
New touch points
In order to address these opportunity areas, we developed four touch points: a tool to facilitate collaborative meetings between Visit Oslo and Norges Varemesse which would result in a tailored brochure made for event attendees; an email that would deliver the brochure to attendees in advance of their trip so that it could contribute to their planning; and a stand to distribute the brochure at the event and help Visit Oslo communicate this new concept.
The day plan maker
This is the touchpoint I had the responsibility of designing in the group. It is a collaborative tool that Visit Oslo and Norges Varemesse would use together during meetings. The tool would be displayed on a big screen or projector, so that all meeting participants can follow along.
The Day Plan Maker is designed so that Visit Oslo can generate curated brochures for the attendees of the biggest fairs and conferences in an effective and illustrative way.
Visit Oslo, Norges Varemesse and Arena Oslo were all engaged by the concept and wanted us to come back to present it for more people. The prototype was made using Adobe XD.
The brochure
Each brochure shows you how you can experience a particular side of Oslo in one day. We wanted to use these themes to highlight sides of Oslo that are not as well known - and to help position these themes as attractions within the city (such as nightlife in Berlin, or pastries in Paris).
The e-mails
These are the e-mails we designed that tell the attendees about the recommended places to visit while in Oslo.
The stand
And this is the stand that will be at selected conferences and fairs. They can be used to distribute the brochures and communicate to attendees that the guide has been tailored to the audience of that specific event.