→ Qualitative user interviews
→ Service testing
→ User journeys
→ Creative brainstorming
3 days interviews, 1 day workshop and analysis
In collaboration with the City of Zurich we defined the scope of the research, the research formats and questions. The detailed preparation allowed us to maximise results out of a relatively small sample of interviews and a quick service testing. We learned about the needs and pain points of different tenant types like short- or longterm tenants and gathered input from the local staff to better understand their processes and activities.
Based on an impact-effort-analysis we curated the most promising opportunity spaces (e.g. refining the contract, cleaning services, information on website, etc.) and brought them to an ideation workshop with the responsible team of the City of Zurich.
By using different creative techniques we were able to generate new ideas around the City’s renting service. By running a brainstorming session with the City’s team, we were then able to turn insights into actionable next steps. The City’s team is now able to prototype, pilot and ultimately put into practice improvements and solutions developed in the workshop.
– Linda Armbruster, Project Lead
Through a small, curated user research we were able to detect a variety of opportunity spaces within the current customer journey of renting spaces. By running a brainstorming session with the city’s team, we were then able to turn these insights into actionable next steps and improvements that are now being implemented and bringing value to the city and its inhabitants.