Workshop 1 – February 3

Workshop February 3

Tools Review

Exploring tools for representing (experiences with) CMiD solutions

During this workshop our team was provided with a few tools that might be useful in the design process within our project. The following tools were brought to our attention. For each tool we discussed how these tools might be useful to provide us a better insight in our own project.

Motivation Matrix

 Design Activities:             Co-Designing

Representations:             Texts

Recipients:                          Stakeholders

Contents:                           System

The motivation matrix is a very effective tool when trying to map the stakeholders within a project. It makes you wonder who has an interest in the design and what that might be. When these stakeholders are established the motivation matrix shows what each stakeholder can learn from the others and what it on the other hand can teach the other stakeholders. This matrix might help us thinking about what our design might contribute to and to whom. Within our project it can help to see how for instance spoorzone delft can contribute to our conceptualization and further development.

+ good crossover from phase 1 (analyzing) to phase 2 (conceptualizing)

Actors map

Design Activities:             Envisioning

Representations:             Graphs

Recipients:                          Stakeholders

Contents:                           System



The actors map is a graph built through the observation of the service from a specific point of view that becomes the centre of the whole representation. In this project we could take the ‘spoorzone’ as our specific point. Hereby, all actors with their mutual relations can be created into the graph. By creating an ‘actors map’, inspiring ideas and concepts could come out when designing a cross media plan. Maybe it will give us insight on which scenario will work out best because the route of an individual in the ‘spoorzone’ area can be clearly stated in the graph. Another example is that it could give us insight in what media we should use to get the best outcome of our goals for the project. By creating this actors map target groups could be defined in order for us to select one. This tool would be helpful in phase 2, where we enter the concept phase.

+ good idea generator

– Can distract to less important issues

Task analysis grid

Design Activities:             Implementing

Representations:             Graphs

Recipients:                          Stakeholders

Contents:                            Offering, Interaction

A task analysis grid comes in very handy at the start of conceptualization phase 2 of the project. After the research of the target group and the target area we obtained information that we want to explore further. With the results we can figure some scenarios for which we want to design a Cross Media Interaction Design. With this scheme we can clearly point out the scenarios, the considerations, the pain-points and the tasks of the target group within the target area. This way we easily decide in which direction we want to see the project go and what we need to accomplish this.

+ increase understanding

– Can be slight unclear when too much information is added

Service image

Design Activities:             Envisioning

Representations:             Narratives

Recipients:                          Stakeholders

Contents:                            Context, Offering

This is a simple but very effective method to apply. During the presentation of a service or product it is very useful to have a clear image of the idea and the functions. A picture says more than a thousand words. With an image one can support or complement the information that needs to be transferred. This method comes in very handy in the overall project. We can use it to communicate with the stakeholders, but also with our own team members and use it to clarify our ideas.



+reduce idea miscomprehension


Design Activities:             Testing & Prototyping

Representations:             Graphs

Recipients:                          Stakeholders, professionals

Contents:                            Interaction



A blue print describes the nature and the characteristics of the service interaction. Based on a graphical technique that displays the process functions above and below the line of visibility to the customer/user: all the touch points and backstage-processes are documented and aligned to the user experience. The blueprint shows the key interactions by information flows from and to participating players that form the eventual design.

Normally blueprints (as used in product design, architecture or engineering) are used for building, standardizing, communicating, planning and sharing the project. While in service design, more information like motivational and emotional sides of the service is wanted. Therefore, blueprints that combine and show more types of information will lead to more connections to different stages and a better understanding of the whole. However, a limitation has to be made of how much and what information will be used. Only information that delivers important effects should be put in to the graph. Otherwise the graph will become to laborious and in the end undecipherable to which effects (e.g. errors and emotions) truly are important.

The blueprint tool is a good analyzing (reviewing) tool, which show us the affecting bottlenecks and important decisions. For our project, it would therefore be a good tool to use in our analyzing phase (getting to know Spoorzone). It could also be helpful in a later stage, when we design our cross media interaction, to test our design on user experience.

+ good problem searcher

+ shows connections between different parts of the system

– Can become unclear

Touchpoints matrix

Design Activities:             Envisioning

Representations:             Texts

Recipients:                          Stakeholders

Contents:                            System

A touchpoints matrix contributes to the determination of a persona. Obviously a persona should represent the person you are designing the product for. This could be all kinds of people, so there are more characteristics necessary then just the ones defined as the target group. The matrix has vertically listed the different devices or contexts that are part of the system and horizontally the actions that are supported by the system. The idea of this tool is to provide the designer with a specific journey that the persona might go through while using the system. This can be done by using different combinations of touchpoints and user actions. This tool can provide us an oversight of the persona when we are ready to move to that phase.

+ can help make multi media combinations more easily

– Does not take effects of different media into account (this could be done by describing the phases in the graph with additional explanation.

System map

Design Activities:             Envisioning

Representations:             Texts

Recipients:                          Stakeholders

Contents:                            System

A system map is a graphic representation of the instances of a service in which all instances in the system are denoted as ‘blocks’ (or any other 2D shape) and are interconnected to other instances to denote their interrelationship. Interrelationships are in this case flows of money, energy or information. For example; a man refueling his car would be displayed as a car, a driver, a fuel station and fuel and would be connected by lines to denote the flows of money and the flows of (in this case) fuel. Basically a system map can visualize who are stakeholders in what process and what the potential is of a certain service.

We made a simple system map of the course Cross-Media interaction Design, shown below. We split the instances into entities (such as students and teachers), denoted by ellipses; physical places, denoted by rectangles; and the connections were named.

+ can help make relations and influences clear

– unable to asses the magnitudes of the influences

A system map of IO3010; Cross Media Interaction













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