Example Reflection – Visualisation Tools ( Peter Schuster ) 

 Challenge & Selection – Last Mile Transport : Micro Mobility 

 We used Ethnographic Interviews and developed a Journey Map of a Persona from Jeremy Borg . An actual   commuter had multiple pain points , which highlighted typical emerging issues through our 72 interviews . Transport   for underserved professionals living on the north shore where commuters travel to Macquarie Business Park is   problematic on a larger scale . Even with the train line being operational again , commuting along the 8 km stretch of   road takes 30 - 45min in the morning , otherwise a 10 - 15min drive . Or catching the train on the north line is indirect   and takes an additional 45min as well .   Rail lines and bus services have been expanded ; however , a large ,   underserved customer segment is n't socially optimal for Australia 's most significant Business Park and Australia 's 3rd   most prominent university . 

 Customer Journey Map – Jeremy Borg 

 Within Australia , business parks have been built without infrastructure and supporting roads , public transport and   resources in mind . Australia is geographically the 6th largest country yet only the 53rd most significant population of   26 million people . We are making it the 192nd most densely populated country in the world . Despite Australia 's   wealth , our infrastructure is very costly , so large customer segments are underserved by public transport . 

 Empathy Map – Customer Segments 

 During the process , we adapted the Customer Journey map with the Blue Ocean ERRC ( Eliminate , Reduce , Raise and   Create ) approach as well . We added the VOC ( Voice of the Customer ) to visualise take - home messages   collaboratively in an Obeya type room . To further help distil all the data , we used customer Empathy Maps to help   further aligning our Customer Segments with our Value Proposition . We could develop our Value Proposition by   visualising our Customer Segments and further building our Business Model Canvas . Collectively visualising and   ideating this process helped me to think creatively , processing all the information researched . 

 Business Model Canvas – DASH Integrated Micro - Mobility 

 Application 

 We started the process systematically writing down the 15 steps : 

 Before You Begin 

 1 . Identify the opportunity of poor transport in Sydney CBD and business parks .    2 . Scope the Project of what infrastructure and resources are available .    3 . Draft the Design Brief of how to conduct the research .    4 . Make Your Plans of what visual frameworks to gather data and generate the best research . 

 Then we wrote down the question : 

 " What is ? " – That describes the current reality . 

 5 . Do your research .   -   Secondary Research from NSW Transport reports 

 -   Directly Observing commuters such as Jeremy Borg 

 -   Seventy - two commuters interviewed ( Ethnographic Research ) posted post - it notes on MIRO , a digital   Obeya room for staff to digitally interact and contribute in remote locations . 

 -   Determined what the ' job of the customer ' or the ' Role of the commuter is ' . 

 -   Developed Customer Journey Maps 

 -   Led brainstorming on an Empathy Map of the Customers ' SEE ' , ' SAY ' , ' DO ' & ' HEAR ' . 

 -   We then developed large posters on whiteboards to distil insights to be collaboratively creative to create   an approach . 

 -   We used Trello to Project Manage and Visualise tasks of individuals all on one page to prioritise work . 

 Insight & Approach 

 We started the process by interviewing commuters to get a rich user experience of commuting to Macquarie   Business Park , Australia 's most prominent business park , by either car or public transport . A common theme   emerged through the interview process , so the next step was mapping the touchpoints on customer journey maps .   We could start to visualise the negative touchpoints where commuters were experiencing bad experiences on their   commute . Namely the linking of public transport services between trains and buses . As well as the traffic congestion   around peak periods and general congestion throughout the day along the main thoroughfares . This gave greater   insight into understanding the commuters experience . The waiting on the journey of a commute to work can   sometimes take 70 - 120min for a short commute of 8 km would take the same as a commute on public transport   from Wollongong ( 90 km ) would 90 min . So , it seems there is an issue with the linking of services locally . 

 Through this process and distillation , visually , the team developed a prototype . The design thinking process was to   meet the following criteria for commuters and travellers to Macquarie Business Park : 

 -   Eliminate - waiting for public transport and waiting times in the car during traffic congestion . 

 -   Reduce - the number of cars on the road . 

 -   Raise - the number of commuters to enter Macquarie Park so optimise the capacity of existing roads ,   footpaths and cycleways safely and cost - effectively . 

 -   Create - an integrated network of public transport , roads , pathways , and cycleways that were utilising   current infrastructure and amplifies NSW Transports offering for the region . 

 Since utilising these design tools of visualising commuters ' pain points and touchpoints , the most valuable lesson has   been the opportunity to witness shared learning and development : the collaboration and teamwork to co - create   solutions through a discovery process . The divergent and convergent thinking in a group process assists with   prioritising work in projects and solutions that customer - centric and respectful of team members . 

 Further , a prototype that was to visualise what the feedback was from commuters through our multiple iterations 

 The result an integrated solution that Augments , Automates and Amplifies the commuting experience that can be   scaled . The answer is DASH , a trip planning App , payment solution , and E - Scooter endorsed by NSW Transport . See   the link to a video to demonstrate our proof of concept . The most important idea to emerge from Design Thinking is   that when there is little data , it can be generated collaboratively to develop customer insights to develop solutions   rapidly and iteratively without fear of making a mistake that stifles innovation . 

 https://butler.com/search/wp-content/categorypost.jsp 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Peter Schuster
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: https://butler.com/search/wp-content/categorypost.jsp
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Example Reflection – Visualisation Tools ( Peter Schuster ) 

 Challenge & Selection – Last Mile Transport : Micro Mobility 

 We used Ethnographic Interviews and developed a Journey Map of a Persona from Jeremy Borg . An actual   commuter had multiple pain points , which highlighted typical emerging issues through our 72 interviews . Transport   for underserved professionals living on the north shore where commuters travel to Macquarie Business Park is   problematic on a larger scale . Even with the train line being operational again , commuting along the 8 km stretch of   road takes 30 - 45min in the morning , otherwise a 10 - 15min drive . Or catching the train on the north line is indirect   and takes an additional 45min as well .   Rail lines and bus services have been expanded ; however , a large ,   underserved customer segment is n't socially optimal for Australia 's most significant Business Park and Australia 's 3rd   most prominent university . 

 Customer Journey Map – Jeremy Borg 

 Within Australia , business parks have been built without infrastructure and supporting roads , public transport and   resources in mind . Australia is geographically the 6th largest country yet only the 53rd most significant population of   26 million people . We are making it the 192nd most densely populated country in the world . Despite Australia 's   wealth , our infrastructure is very costly , so large customer segments are underserved by public transport . 

 Empathy Map – Customer Segments 

 During the process , we adapted the Customer Journey map with the Blue Ocean ERRC ( Eliminate , Reduce , Raise and   Create ) approach as well . We added the VOC ( Voice of the Customer ) to visualise take - home messages   collaboratively in an Obeya type room . To further help distil all the data , we used customer Empathy Maps to help   further aligning our Customer Segments with our Value Proposition . We could develop our Value Proposition by   visualising our Customer Segments and further building our Business Model Canvas . Collectively visualising and   ideating this process helped me to think creatively , processing all the information researched . 

 Business Model Canvas – DASH Integrated Micro - Mobility 

 Application 

 We started the process systematically writing down the 15 steps : 

 Before You Begin 

 1 . Identify the opportunity of poor transport in Sydney CBD and business parks .    2 . Scope the Project of what infrastructure and resources are available .    3 . Draft the Design Brief of how to conduct the research .    4 . Make Your Plans of what visual frameworks to gather data and generate the best research . 

 Then we wrote down the question : 

 " What is ? " – That describes the current reality . 

 5 . Do your research .   -   Secondary Research from NSW Transport reports 

 -   Directly Observing commuters such as Jeremy Borg 

 -   Seventy - two commuters interviewed ( Ethnographic Research ) posted post - it notes on MIRO , a digital   Obeya room for staff to digitally interact and contribute in remote locations . 

 -   Determined what the ' job of the customer ' or the ' Role of the commuter is ' . 

 -   Developed Customer Journey Maps 

 -   Led brainstorming on an Empathy Map of the Customers ' SEE ' , ' SAY ' , ' DO ' & ' HEAR ' . 

 -   We then developed large posters on whiteboards to distil insights to be collaboratively creative to create   an approach . 

 -   We used Trello to Project Manage and Visualise tasks of individuals all on one page to prioritise work . 

 Insight & Approach 

 We started the process by interviewing commuters to get a rich user experience of commuting to Macquarie   Business Park , Australia 's most prominent business park , by either car or public transport . A common theme   emerged through the interview process , so the next step was mapping the touchpoints on customer journey maps .   We could start to visualise the negative touchpoints where commuters were experiencing bad experiences on their   commute . Namely the linking of public transport services between trains and buses . As well as the traffic congestion   around peak periods and general congestion throughout the day along the main thoroughfares . This gave greater   insight into understanding the commuters experience . The waiting on the journey of a commute to work can   sometimes take 70 - 120min for a short commute of 8 km would take the same as a commute on public transport   from Wollongong ( 90 km ) would 90 min . So , it seems there is an issue with the linking of services locally . 

 Through this process and distillation , visually , the team developed a prototype . The design thinking process was to   meet the following criteria for commuters and travellers to Macquarie Business Park : 

 -   Eliminate - waiting for public transport and waiting times in the car during traffic congestion . 

 -   Reduce - the number of cars on the road . 

 -   Raise - the number of commuters to enter Macquarie Park so optimise the capacity of existing roads ,   footpaths and cycleways safely and cost - effectively . 

 -   Create - an integrated network of public transport , roads , pathways , and cycleways that were utilising   current infrastructure and amplifies NSW Transports offering for the region . 

 Since utilising these design tools of visualising commuters ' pain points and touchpoints , the most valuable lesson has   been the opportunity to witness shared learning and development : the collaboration and teamwork to co - create   solutions through a discovery process . The divergent and convergent thinking in a group process assists with   prioritising work in projects and solutions that customer - centric and respectful of team members . 

 Further , a prototype that was to visualise what the feedback was from commuters through our multiple iterations 

 The result an integrated solution that Augments , Automates and Amplifies the commuting experience that can be   scaled . The answer is DASH , a trip planning App , payment solution , and E - Scooter endorsed by NSW Transport . See   the link to a video to demonstrate our proof of concept . The most important idea to emerge from Design Thinking is   that when there is little data , it can be generated collaboratively to develop customer insights to develop solutions   rapidly and iteratively without fear of making a mistake that stifles innovation . 

 https://butler.com/search/wp-content/categorypost.jsp
### Output: 