Service Sector Analysis

  • Objective
    The objective of the project was to analyze an existing service sector and identify the service's core offerings, its offering in comparison to the main alternatives, its typical customers, and their journey through the service experience. The service sector used for this analysis is Temporary Housing for Families of Medical Patients (NAICS Code 624221).

    The goal was to communicate the core functionality of a service and visually present a typical user experience. Ultimately, this visualization was to be used to identify potential gaps in the user experience to innovate new service offerings that would be able to fill these gaps, or address user groups that the existing solution might not include.

    The solution was a wall chart, measuring 46 by 18 inches, showing the service's value proposition, and an overview of the service package, including the core service, facilitating services, enhancing services, and the delivery system. The strategy canvas was used to show the service offering in comparison to main alternatives, and visualize gaps between these different service providers. The typical users were demonstrated using personas*, explaining their backgrounds, typical days, experience and end goals for the service, and their motivation for using the service.
    Ultimately, a journey map showed the individual steps the users have to go through during their typical experience, including the change of their emotional state.

    *photos were blurred for this online presentation only
  • The wallchart showing the analysis of the service sector for Temporary Housing for Families of Medical Patients (NAICS Code 624221)
  • The strategy canvas comparing temporary housing facilities to volunteer hosts, hotels and self-care at home
  • An excerpt of the execution phase of the journey map. The dashed line represented the steps that would be repeated during the execution phase.

    Icons are taken from The Noun Project. Credit goes to the corresponding designers.
  • This project was part of a 10 week class, and assigned work time was 1.5 weeks. The research for this project was entirely based on desktop research, since time constraints did not allow for interviews, observations, or other forms of primary contextual research.