iPad Reception System "I-FACE"
i-enter Corporation,Ltd.
iPad Reception System "I-FACE"
i-enter Corporation,Ltd.
iPad Reception System "I-FACE"
Aligning 'user needs' with 'business strategy' and revisiting
the product's value enhances the user experience.
The iPad Reception System "I-FACE" was launched in 2012 and has i-enter grown to 700 companies and 1,000 units sold, but it has not been able to respond to user needs that diversify with the changing times, resulting in problems such as losing competition, complaints, and an increase in the number of churns. For this reason, we have reviewed the value of providing I-FACE and implemented a renewal to significantly improve the user experience.
Adoption of "design sprints" to validate ideas in 5 days
Since it was necessary to quickly resolve the major problem of increasing complaints and churn, as well as to review management aspects such as maximizing profits and product strategy, not only designers and product sales personnel, but also management and development managers participated in the project. For this reason, we have adopted the "Design Sprint" program, which quickly verifies ideas for services and products in a short period of five days, and we are conducting everything from identifying current issues in I-FACE to extracting ideas for solution issues, determining new value, materializing ideas, and verifying ideas through user testing.
Design Sprint
A design sprint is a program that validates ideas for a service or product in a short period of five days. Implementing a project early in the project reduces the risk of not meeting market needs after a significant investment of time and money.
The five-step process
With the cooperation of companies that have introduced I-FACE, we interviewed more than 30 people at sites where I-FACE has actually been introduced, and based on the information, we conducted interviews with more than 30 people at sites where I-FACE has actually been introduced, and based on that information, we have learned from Day 1 (User Research): understanding issues, to Day 2 (Value Proposition Canvas Creation): Coming up with ideas for problem solutions, Day 3 (Assumption Map Creation): deciding which solution to verify, Day 4 (Prototyping): prototyping, Day 5 (User Test): User Testing" was followed by the design sprint.
1Day User Research
We created personas and customer journey maps based on the voices (needs and issues) of the field gathered in advance, extracted the issues for I-FACE that i-FACE felt by the i-enters, and then shared the issues that should be addressed in this renewal.
2Day Value Proposition Canvas Creation
Using the value proposition canvas, we compare the issues faced by users with the current I-FACE, visualize the areas where there are gaps, and design the value of I-FACE that can be provided to users while providing solutions to user issues.
3Day Assumption Map Creation
Using the assumption map of the vertical axis "Business Impact" and the horizontal axis "User Impact", we consider the issues extracted in the value proposition canvas from both the user and business perspectives and determine their priorities.
4Day Prototyping
Keeping in mind the value of I-FACE "change and speed" set based on the results of the previous process, we incorporated it into the design and created a prototype.
5-Day User Test
COMPANIES THAT HAVE INTRODUCED I-FACE ALSO PARTICIPATED IN USER TESTING. All project members observe the state of user tests, select functions based on the test results scored, summarize the contents of improvements, and reflect them in the design design.
After the renewal, the number of inquiries increased twelvefold.
Based on the "sense of change and speed" that I-FACE provides, which was decided during the design sprint, the experience from receiving visitors to calling the person in charge has been speeded up, and the overall user experience has been greatly improved, resulting in a 12-fold increase in the number of inquiries after the release. In addition, we have received high praise from companies that have introduced it, saying that it is "easy to use and easy to operate".
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