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In the Empathize phase of Design Thinking, our goal was to deeply understand the users and their needs. We began with needfinding, where we identified the core issues and opportunities through direct engagement with potential users.
We conducted interviews with six individuals from diverse backgrounds: ITSTV, an organization focusing on broadcasting; Celtic, a wedding organizer company; and HMSI Staff Media Production.
The interviews provided a wealth of information about the users' experiences and needs. We asked open-ended questions to uncover their daily challenges, preferences, and aspirations. Through these interviews, we developed detailed user personas representing our target audience and extracted key insights and identified potential needs.
To further understand our users, we created an empathy map that captured what users say, think, do, and feel. This map helped us visualize their experiences and identify deeper insights.
***Our User Persona Example’s***
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***Our Empathy Maps Example’s***
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In our exploration of user personas and empathy maps, we have identified several key insights and corresponding needs regarding the digital borrowing system. These insights will guide us in refining our approach and ensuring that our solutions effectively address user pain points. Below is a summary of our findings and potential needs derived from user interviews.
| Initial Insight → | Potential Needs |
|---|---|
| The current system of borrowing tools is time-consuming and requires significant effort. | A digital system for organizing and borrowing tools to save time and effort. |
| Users experience difficulties in locating tools and face issues with tool unavailability. | An application/system for tracking tools within the company and with clients. |
| There is a need for a responsive and reliable system to recommend alternatives when tools are unavailable. | A recommendation system that is responsive and reliable when items are not available. |
| Delays in returning borrowed items are a common issue. | A reminder feature for item returns and an SOP (Standard Operating Procedure) tailored to each user. |
| Contacting individual tool owners one by one to borrow items is inefficient. | Information on item owners from each company/user for easier borrowing. |
| Shared sheets are accessible by everyone, making the information vulnerable to being altered by others. | Restriction of access within the system to admins and specific employees. |
With these insights and identified needs in mind, we are now better equipped to proceed to the next stage of the design thinking process. Our goal will be to develop and prototype solutions that address these specific pain points, ultimately creating a more efficient and user-friendly borrowing system. Let's move forward with ideation and prototyping to bring our user-centered designs to life.