flyAR
2023 | SERVICE DESIGN

Overview

As a final product we developed a feedback flowchart for flyAR that can be used for gathering information from past and upcoming clients.

During my digital design studies our team was given a commission by flyAR, which is a Finnish startup that creates awesome augmented reality solutions and 3D web embeds. We approached the challenge through various service design methods, such as facilitating a workshop and interviews.

As a final product we developed a feedback flowchart for flyAR that can be used for gathering information from past and upcoming clients.

During my digital design studies our team was given a commission by flyAR, which is a Finnish startup that creates awesome augmented reality solutions and 3D web embeds.

We approached the challenge through various service design methods, such as facilitating a workshop and interviews.

As a final product we developed a feedback flowchart for flyAR that can be used for gathering information from past and upcoming clients.

flyar.fi

Client

flyAR

Client

flyAR

My role

Service Designer

My role

Service Designer

My role

Service Designer

Tools

Figma

Tools

Figma

The challenge

Our challenge was to improve the customer relationship aftercare in order to turn clients into long-term accounts and consequently increase sales.

Our approach began by choosing a relevant service design framework for the project. We chose to use the popular Double Diamond framework as it was a straightforward solution for this project. In order to keep everything going smoothly, we utilised a kanban board. We began by conducting primary and secondary research and continued to narrow down the possible solutions. Here is our process in detail:

Our challenge was to improve the customer relationship aftercare in order to turn clients into long-term accounts and consequently increase sales.

Interviews

Interviewing an expert in the XR field gave us deeper insights about the industry and its future. This allowed us to understand that our client shares similar challenges with other companies in the field. We also gained better understanding on how AR solutions should be marketed and what are the best ways to gather new leads.

Research

In the beginning of our process we conducted a competitor analysis and filled a Business Model Canvas which allowed us to understand our client and the field better. Additionally, we participated in secondary by examining a study conducted with several Finnish XR companies.

Workshopping

A workshop was conducted with 15 participants who are students in the XR field. This allowed us to understand how they see potential value in XR products and where they see the industry going in the future.

Brainstorming

Brainstorming exercises were conducted in order to summarize gathered material and to plan the workshop and our final product. Most of the brainstroming was made in FigJam.

Delivery

Designing the final product based on the research and ideation.

Key insights

We found out that a lot of the companies in the XR field share similar challenges with selling their products.

To begin with, there are not yet enough affordable hardware products for consumers to use. This leads to a situation where many solutions can only be sold to other companies.

Additionally, it can be challenging to sell a product that potential clients do not have realistic expectations on. This leads to a time consuming situation where the XR companies need to teach the clients about what is actually possible to produce.

We found out that a lot of the companies in the XR field share similar challenges with selling their products.

To begin with, there are not yet enough affordable hardware products for consumers to use. This leads to a situation where many solutions can only be sold to other companies.

Final product

To tackle the challenges mentioned above, we developed a feedback flowchart for our client that can be used for gathering information from past and upcoming clients. This allows our client to understand how their products should be marketed so that potential customers know right away what is possible to produce by flyAR and what kind of value they received by using flyAR's solutions. This information gathered by using the flowchart can then be used to support marketing and sales personnel.

Feedback flowchart

Takeaways & next steps

This project was an excellent and interesting look into professional service design and the XR field and its future. It is expected that the industry will see a similar growth as the Internet experienced in the past decades. We believe that our work gave good stepping stones for our client to continue their excellent work. The flowchart that we produced can be developed further as it is used and tested with clients. After all, a service design project never really ends.

'' This project gave us a lot of deep insights in order to develop our company. Especially the flowchart was well thought out and will be implemented as soon as possible! '' -flyAR

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