What we did | Mysite

What we did.

The research process had two phases, primary and secondary research.

In the primary research phase, the team built empathy with the primary user via stakeholder interviews, service repair lifecycle observation, and audited existing solutions.

During the secondary research phase, the team conducted three in-depth contextual inquiries and six user interviews. Later, a round of research synthesis and affinitization guided the development of affinity maps, personas, empathy maps, journey maps, and design ideas.

Research Phrase

User Interviews

With empathy as a core value, the research team interviewed and observed all stakeholders: local shop mechanics, race mechanics, and professional cyclists.

We interviewed all of our stakeholders – service technicians, managers, and bike shop owners. Since we were designing for service technicians, we conducted two ride-alongs with them to better understand their daily environment and the challenges they face.