2. SPECIFICATIONS
As a tech-savvy person, perhaps many people approach you with their technical problems.
"How do I take a picture with my phone?" "My pictures always come out bad", "I lost my file in
the computer", "How to send an attachment?" "Can you pay for me by credit card?" "How do I
put my phone in the silent mode?" "I can't get rid of this caller tune - it costs me Rs. 30 per
month."
Can we make it easier for people to provide others with help with technical matters? Can we
make this a professional service? - "I will Take the best pictures from your phone. I will
compose, make settings, and shoot - you just hold the phone still. Call me on 98xxx - Rs. 5
per picture."
3. ROAD MAP
Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9
5. PLANNING AN INTERVIEW
How do people seek help? Normal Tasks
Intermittent Task
Uninterruptible Task
Why do they seek help? Extremely Long Task
Internal Task
When do they seek Help?
Decide Whom to
Interview?
How they get help?
What happens if they don’t get help?
Most commonly faced problems
Which age group??
8. CONTEXTUAL INTERVIEWS
Conventional Interview
The Transition
Contextual Interview
Wrap Up
9. ROAD MAP
Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9
10. WORK MODELS
FLOW
Mobile
Uses basic Features Son /
Manuals Nephew
Lady
Officer
Mr. Rane
Sr Accountant IIT Mumbai
55 yrs
Television
Watches selected Channels
Computer
Uses only for Verifying data
11. WORK MODELS
Daughter
FLOW
Mobile
Uses basic Features
Scooter
Television
Basic Features known
(Activa)
Mr. Menon
57 yrs Businessman
from Mumbai
Computer
ATM Uses for Train
Does not use a ATM Ticket Bookings
because of
bitter experience earlier
12. WORK MODELS
Mobile
Uses basic Features
FLOW
Maintenance
Does all the household
Tech Maintenance
Television
Basic Features known
Mr. Natarajan
73 yrs
Mechanical Engineer
Banking Computer
Uses ECIS, ATM Does not operate
Security
Is worried about
security hence
does not call any
technician
13. WORK MODELS
SEQUENCE MODEL
Internet Mobile Other
Start Computer Receive and Make Calls Maintenance of Old Tech
Open Browser Take Photographs New Technologies
Guided
Open a URL
Cannot open saved Photos
Chat
Download Photo
Upload Photo
25. CHALLENGES
FINDABILITY
NO ENTRY BARRIER
LESS TIME TO LEARN
LESS TRAINING REQUIRED
LEARN TO USE THE PRODUCT ON THEIR OWN
INTUTIVENESS
CONSISTENCY WITH OTHER PRODUCT
EASILY ACCESSIBLE
EASY TO REMEMBER
EMOTIONALLY ENGAGED
EASY TO USE (Navigation / Memory / Specific markets)
26. SOLUTIONS
Help Seekers Help Givers
Capture Information Technicians
SMART System
Identify Users /
Provide Feedback /
Log Information
Channel 1 Channel 2 Channel 3 Channel 4
27. BUSINESS MODEL
SOLUTIONS
Interprets the calls
And forwards it to the
Calls/ Text for Help Local technician
Help Seekers Help Providers
System Forwards the
Informs the system
Technician data to
Help Seeker System about his availability
Easy Help informs the users Easy Help pays Rs 5/- on
that he will be charged Rs 10/- successful service.
On his mobile service provider
bill in the following month.
The Cost of Repairs will be born by the User
29. ROAD MAP
Detailing UX Goals
Personas | Scenarios
Affinity Diagrams
Interviews
Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9
30. SOLUTIONS
MOBILE
Familiarity Input Device
Familiarity with Calling or Text Messages
Level of Expertise required
Any person who can dial numbers or type Text.
34. SOLUTIONS
COMPUTER
Familiarity Input Device
Keyboard / Mouse
Internet Connection
Level of Expertise required
Any person who can operate a Computer.
36. SOLUTIONS
PERSONAL ASSISTANCE
System shall send the info of the technician
to the Help Seeker for Security Purpose.
Each Successful Help will be credited to the
Technicians Account
38. SOLUTIONS
CLASSROOMS
Familiarity Input Device
Personal Assistance
Level of Expertise required
Different Classes can be conducted
for various age groups
39. SOLUTIONS
RADIO
Familiarity Input Device
No such Device
Level of Expertise required
Should be able to Hear
40. SOLUTIONS
TELEVISION
Familiarity Input Device
Familiarity with Remote
Level of Expertise required
Any person who can operate a remote or change channels
