LG U+ IoT
UX Service & Product Concept Development
Project Process
The process can be grouped into three big steps: Immerse, Anatomize, and Develop.
Immerse
1. IT & Consumer Trend Research
We began by trying to understand the general trend in technology and its consumer’s lifestyle. Keywords of new technology were extracted and along with the consumer trend analysis data from SERI (Samsung Economic Research Institute), were grouped together into categories that show strong and meaningful signals.
2. User Research
Simultaneously, real-world users were observed to gather real-world data and insight (such as unmet needs or pain points). A research framework was set up to focus on the groups of users who were highly adaptive and familiar to technology, and also to build suitable methodologies for these users.
Precursor Research
The purpose of the precursor research was to understand the daily routines of the users. A journey map was created based on the experiences of users, and the ‘things’ or ‘services’ that were involved in the tasks of the daily routine were collected. The insights gathered from the research helped to clarify the perspective of the upcoming primary research.
The methodologies of primary research were chosen considering the characteristics of the user groups, and the insights from the precursor research.
For example, an in-depth interview was chosen for the employed group because it was difficult to set up a schedule with working people in groups. Also, because this group had many diverse routines depending on the work/home/method of commute/etc, in-depth interview and contextual inquiry were much more efficient.
In the case of the students, it was easier to set up a date in groups, and we discovered that they carried many things in their backpacks. We had to focus on the ‘things’ for this group, so focus group discussion and EDC investigation was used to observe, compare, and discuss the different things that they carried.
Anatomize
After reviewing the quantitative data from the tech research and user research, we began to extract qualitative data that were to be developed into themes. We collated the user research data to the technology trends to extract key signals. These signals were developed into 7 themes to be delivered to the client. After reviewing the feasibility of the themes, 4 main themes were narrowed down.
Insight Clustering
4 Themes
Develop
Each theme was developed into a service concept based on the value that it’s trying to deliver. Technology -based service structures were created that enables service concept, and finally the service scenario. For themes in which its service was centered on a product, product concepts were developed.
Product Concept
Product concepts were developed from ideation to visualize detailed form, function, and interaction.
Usage Scenarios
The service usage scenarios with persona and context visualize how users would interact with products and services.
