Research

We did comparative and analogous audit of existing robots and services to extract opportunities and user expectations from robots. This helped us identify and define the design principles; also helped identify the gap in the market.


Process

  1. Service Blueprint
    Understand the service with help of a blueprint with the client.
  2. Journey Map
    Create a future Journey Map of the bot in use. (combine golden scenario and design the journey around it)
  3. Scenario Writing
    Break down the scenario into detailed storyline.
  4. Activity Mapping
    Use the story to extract the activities to make Activity map.
  5. Intent and Insight
    Further, we identified the intent and insights. We thought it would be helpful to call them out as states and brainstorm on it with the team as we would get perspective from different point of views for communication.
  6. Brainstorm
    Brainstorm with the team on different interactions in each state's. Called out a few methods of communications which were identified to help as a catalyst to brainstorm. A few ideas were already put on the board to help start the thinking process.
  7. Affinity Mapping
    Similar ideas were chunked together to remove redundancies. Ideas were categorized according to the state and medium used to interact (voice, sound, lights etc.)
  8. Scenario building
    We filtered interactions for each state and put them on a scenario timeline. Every state expressed multiple communication methods which the robot used for interacting.
  9. Review next sprint activity map
    Every sprint ended with reviewing next activity map with the client. So before we jumped into brainstorming we do not have any discrepancy.
  10. Identiyfying Patterns
    After a couple of scenarios, we identified robots patterns of interactions and states which became like a library which we started to populate. Here we found that the states could be used as a behavioral pattern for any other scenario.
  11. Living Process
    We started from defining Design principles and moved on to designing proximity for interactions and primary & secondary methods of communication. These ideas emerged as in when we were defining scenario and interactions.





Activity Map to identify intent and state.





Scenario broken down into touchpoints.

Learning

As an Interaction Designer, I learned and practiced design thinking in a way that it was tweaked to address an AI centric project. Mentors helped and discussed the best way of deliverables to the client which could be readily used for coding. The project gave me an opportunity to deep dive in the field of Human-Robot interactions and identify ways design can influence these guidelines.