Design Research at Free Ride
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Fall 2010 User Research Course Planned and carried out design research at this bicycle education facility. Focused on shadowing and contextual inquiry, think aloud technique, and behavioral mapping.
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Design Research at Free Ride
- 1. Free Ride Joey Cordes | User Research | 7 October 2010
- 2. Council M embers Voluntee rs Users Background Free Ride Joey Cordes | User Research | 7 October 2010
- 3. Objectives My overall objective is to My secondary objective is to find opportunities for find opportunities for improvement of their improvement of the educational services. volunteer coordination and membership programs. Free Ride Joey Cordes | User Research | 7 October 2010
- 4. Subjects Volunteers Volunteers are the expert users of Free Ride. They are the people who run the organization and day to day activities in the shop. Customers Customers at Free Ride are the beginner to intermediate users of Free Ride. They are learning new skills in the shop environment and putting those skills to work through repairing their bike. Free Ride Joey Cordes | User Research | 7 October 2010
- 5. The Plan Shadowing + Contextual Inquiry I plan on shadowing a volunteer educator during open shop hours to see how they interact with customers and the shop environment. After shadowing, I will review specific questions that come up through contextual inquiry. Think Aloud I will use the think aloud technique with customers during open shop hours to see how and why beginners do what they do. By describing their task, opinions, and thoughts as they put their new education into action, I hope to discover common hangups with beginner bicycle maintenance and repair. Behavioral Mapping Free Ride’s shop space is used for open shop hours, classes, and a volunteer-only night. I will collect observations from these three uses into an overlay of movements and activities of the shop space to look for patterns and breakdowns in the system. Free Ride Joey Cordes | User Research | 7 October 2010
- 6. So how did it go? Free Ride Joey Cordes | User Research | 7 October 2010
- 7. Shadowing + Contextual Inquiry Free Ride Joey Cordes | User Research | 7 October 2010
- 8. Think Aloud Free Ride Joey Cordes | User Research | 7 October 2010
- 9. Behavioral Mapping Free Ride Joey Cordes | User Research | 7 October 2010
- 10. Behavioral Mapping Open Shop Volunteer Night Class approximate scale approximate scale approximate scale Free Ride Joey Cordes | User Research | 7 October 2010
- 11. Affinitization “I want these bikes to get used! To get fixed up and go places!” “These are my shop clothes, I learned my lesson” “The hubs class has a lot of setup, it’s kind of like a ritual.” Free Ride Joey Cordes | User Research | 7 October 2010
- 12. Analysis All Free Ride users need to clean themselves and their space Volunteers need to be informed about their task and environment Teachers need to feel relaxed and safe before, during, and after class The shop needs a safe, intuitive storage system and work flow. Free Ride Joey Cordes | User Research | 7 October 2010
- 13. Free Ride Joey Cordes | User Research | 7 October 2010
- 14. Free Ride Joey Cordes | User Research | 7 October 2010
- 15. Free Ride Joey Cordes | User Research | 7 October 2010
Hinweis der Redaktion
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- Free Ride background:\npart of bike PGH, located in construction junction\nlaunched in 2002, moved and restructured in 2007\n\nWhy did I focus on Free Ride?\nIt’s an interesting organization: the service, the philosophy, and the structure.\n
- ONE - education services\nI want to uncover customers’ preconceptions, hurdles, and aha! moments\nI want to get an understanding of the techniques, artifacts, and environment that volunteers use to teach\n\nTWO - volunteer coordination and memberships\nI want to see if Free Ride’s current tracking system is fulfilling their needs.\n
- This gets complicated. \na lot of crossover here, volunteers are generally always customers\nEarn-a-bike.\n\nCustomers:\nbeginners, learning the basics\n\nVolunteers:\nthey run the place. take some, give back some.\ncouncil members are the super users. while there are collective meetings each month, these folks set initiatives, calendars, etc.\n
- ONE\nlearn from the volunteers\n\nTWO\nlearn from the users\n\nTHREE\nlearn from the space\n
- So how did it go?\nFuriously writing pages of notes, trying to get some pictures and video too.\nNot 100% to plan but this framework helped structure everything. \n
- safety\nhernia she got two years ago\nclosing alone is creepy\ncash box stored in a secret location\nstorage\npeople didn’t respect the old system\nthe new system seems to work much better\ncolor coded (but hard to find)\ncoordination\nmain goal is having something for everyone to work on\n
- volunteer/user blend - EAB, 10 hours total for the guy on the right. \ngenuine interest in what they’re doing, enjoy learning about bikes\nthey apply lessons from open shop time to volunteer time and vice versa\n\ntoolboxes are key\n\n
- highlights - bike key, arrows on the wall, music during volunteer night\n\nad hoc systems\n
- most activity is between the work bench and bike rack\nclusters of people around the workbench + counter\nclusters of bikes on the back wall\n\nthe shop is dynamic and used for many applications, needs to be able to support each of them\n
- compiled the 74 images from my notes, photos, and videos\n\ntop quotes\n\norganize the images into categories...\n
- each category of images becomes a need statement \nfilter the need statements to the core needs\na lot of different people using the shop, systems have grown organically\n
- so what would I do next? go to a general council meeting, get a better feel for the project’s goals, budget, etc.\ntake a closer look at the membership tracking system and volunteer coordination system.\n
- signs in the shop\n
- collections of parts\n