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<!DOCTYPE html>
<html lang="en">
<html lang="en">
<head>
<script>
(function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){
(i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),
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<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge">
<meta name="viewport" content="width=device-width, initial-scale=1">
<meta name="description" content="">
<meta name="author" content="">
<title>SkipQueues - Investigation</title>
<link rel="shortcut icon" type="image/x-icon" href="./img/coffee.ico" />
<!-- Bootstrap Core CSS -->
<link href="css/bootstrap.min.css" rel="stylesheet">
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<body>
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<button type="button" class="navbar-toggle" data-toggle="collapse" data-target=".navbar-main-collapse">
<i class="fa fa-bars"></i>
</button>
<a class="navbar-brand page-scroll" href="index.html">
<i class="fa fa-coffee"></i> <span class="light">Skip</span>Queues
</a>
</div>
<!-- Collect the nav links, forms, and other content for toggling -->
<div class="collapse navbar-collapse navbar-right navbar-main-collapse">
<ul class="nav navbar-nav">
<li >
<a href="./index.html">Home</a>
</li>
<li>
<a style="color: rgb(239,71,58);" href="./service-design.html">Service design</a>
</li>
<li>
<a href="./product-design.html">Product design</a>
</li>
</ul>
</div>
<!-- /.navbar-collapse -->
</div>
<!-- /.container -->
</nav>
<!-- Header -->
<a name="about"></a>
<div class="intro-header2">
<div class="container" style="height:250px;">
<div class="row">
<div class="col-lg-12">
<div class="intro-message">
<h2 class="intro-message-title">Investigation</h2>
<p id="headerDescription" >To become familiar with the context and find out the current service problems, the users hierarchy and their expectations and needs, different research techniques are carried out.</p>
<div class="row">
<a href="#content" class="btn btn-circle page-scroll">
<i class="fa fa-angle-double-down animated"></i>
</a>
</div>
</div>
</div>
</div>
</div>
<!-- /.container -->
</div>
<!-- /.intro-header -->
<!-- Page Content -->
<a name="services"></a>
<div class="content-section-a" id="content">
<div class="container">
<div class="row">
<div class="col-lg-7 col-sm-6">
<hr class="section-heading-spacer">
<div class="clearfix"></div>
<h2 class="section-heading">Goals</h2>
<p class="lead">• Identify the users: involved and affected people</p>
<p class="lead">• Identifying the strengths and weaknesses of the current service
<p class="lead">• Identifying user needs
<p class="lead">• Identifying service lacks and comprehend how they affect
<p class="lead">• Identifying touchpoints of the users with the system
<p class="lead">• Identifying peak traffic times
</div>
<div class="col-lg-5 col-sm-6" >
<img class="img-responsive" src="img/research.jpg" alt="">
</div>
</div>
</div>
<!-- /.container -->
</div>
<!-- /.content-section-a -->
<div class="content-section-a timelinePanel" id="content">
<div class="container">
<div class="row">
<div class="col-lg-12 text-center">
<h2 class="section-heading titlesTimeline">Steps</h2>
</div>
</div>
<div class="row" id="rowTimeline">
<div class="col-lg-12" >
<ul class="timeline" style="float:left; margin-left:0;">
<li class="timeline-inverted">
<div class="ch-item timeline-image investigation-img-1 bola">
<div class="ch-info">
<a href="" data-toggle="modal" data-target="#users-map-modal">
<h3>Users map</h3>
</a>
</div>
</div>
<div class="timeline-panel">
<div class="timeline-heading">
<h4 id="titlesTimeline2">Step 1</h4>
<h4 class="subheading" id="titlesTimeline2">Users</h4>
</div>
<div class="timeline-body">
<p class="text-muted">A user map is defined to distinguish primary, secondary and tertiary users and more specific and relevant groups inside each one of these categories.</p>
<p class="text-muted"><b>Primary users</b> are considered all the clients consuming the cafeteria resources, from physical space or microwaves to alimentary products and the staff in direct contact with those.</p>
<p class="text-muted"><b>Secondary users</b> are considered the cafeteria personnel involved in the “back end” of the service, that is, the elaboration of products.</p>
<p class="text-muted"><b>Tertiary users</b> are considered managers, providers and other members not present in the environment of the cafeteria where the interaction with the service takes place.</p>
</div>
</div>
</li>
<li class="timeline-inverted">
<div class="ch-item timeline-image investigation-img-2 bola">
<div class="ch-info">
<a href="" data-toggle="modal" data-target="#questionnaires-modal">
<h3>Questionn-<br>aires</h3>
</a>
</div>
</div>
<div class="timeline-panel">
<div class="timeline-heading">
<h4 id="titlesTimeline2">Step 2</h4>
<h4 id="titlesTimeline2" class="subheading">Research techniques: questionnaires</h4>
</div>
<div class="timeline-body">
<h5>Reasons</h5>
<p class="text-muted">Questionnaires are cheap in terms of resources, easy to fill and easy to analyze.
<h5>Procedure</h5>
<p class="text-muted">One different kind of questionnaire for each group of primary users was elaborated and they were asked to be filled during 3 days, from 10-12h and 13-15h at the cafeteria and classes context.</p>
<h5>Structure</h5>
<p class="text-muted"><b>Header</b> with a brief explanation of its purpose, the future usage for the gathered data and the steps to fill it.</p>
<p class="text-muted"><b>Simple lists</b> for 3-6 statements to gather demographic information (education, professional experience, frequency of use of the cafeteria…)</p>
<p class="text-muted"><b>Five options likert-scale</b> (from completely agree to completely disagree) for 11-13 statements regarding the current service
(how the systems are perceived, how the experience with the interaction is…). Affirmative and negative propositions are combined in order to avoid the
confirmation bias</p>
<p class="text-muted"><b>A final open question</b> for the user to suggest possible changes in the system
</p>
</div>
</div>
</li>
<li class="timeline-inverted">
<div class="ch-item timeline-image investigation-img-3 bola">
<div class="ch-info">
<a href="" data-toggle="modal" data-target="#observation-modal">
<h3>Observation notes</h3>
</a>
</div>
</div>
<div class="timeline-panel">
<div class="timeline-heading">
<h4 id="titlesTimeline2">Step 3</h4>
<h4 id="titlesTimeline2" class="subheading">Research techniques: indirect observations</h4>
</div>
<div class="timeline-body">
<h5>Reasons</h5>
<p class="text-muted">Identifying user activities in a short time
<h5>Procedure</h5>
<p class="text-muted">Observations were performed during 2 days, from 10-12h and 13-15h at the cafeteria, taking notes of the date, the current time, the amount of clients, products selected and time measurements for activities that were previously specified</p>
<h5>Activities from the point of view of the client</h5>
<p class="text-muted">· Waiting in the machine queue</p>
<p class="text-muted">· Product selection and ticket collection in the machine</p>
<p class="text-muted">· Ticket delivery/ order</p>
<p class="text-muted">· Receiving the order</p>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
</div>
<!-- /.content-section-a -->
<a name="contact"></a>
<div class="banner" style="text-align:center;" id="definition">
<div class="container" style="display: inline; vertical-align: middle;">
<div class="row" id="rowbanner" style="text-align:center;margin-right:0px; margin-left:0px;" >
<div class="col-lg-3 col-md-3 col-sm-3 col-xs-2" class="colbanner" style="display:table-cell; vertical-align:middle; padding:0px; text-align:-webkit-center;">
<div style="height:97.5px; display: table-cell; vertical-align: middle;">
<h2 id="nextPhases">Service</br> design</h2>
<!--<p>To become familiar with the context and find out the current service problems,
the users hierarchy and their expectations and needs, different research techniques are carried out.</p>-->
</div>
</div>
<div class="col-lg-1 col-md-1 col-sm-1 col-xs-2" class="colbanner" >
<a href="service-design.html" class="btn btn-circle page-scroll" id="buttonLeft">
<i class="fa fa-angle-double-left animated"></i>
</a>
</div>
<div class="col-lg-4 col-md-4 col-sm-4 col-xs-3" class="colbanner" id="largerItem" style="display:table-cell; vertical-align:middle; padding:0px; text-align:-webkit-center;">
<div style="height:97.5px; display: table-cell; vertical-align: middle;">
<h2 id="nextPhases" style="color: rgb(239,71,58);">Investigation</h2>
</div>
</div>
<div class="col-lg-1 col-md-1 col-sm-1 col-xs-2" class="colbanner" >
<a href="definition.html" class="btn btn-circle page-scroll" id="buttonRight">
<i class="fa fa-angle-double-right animated"></i>
</a>
</div>
<div class="col-lg-3 col-md-3 col-sm-3 col-xs-2" class="colbanner" style="display:table-cell; vertical-align:middle; padding:0px; text-align:-webkit-center;">
<div style="height:97.5px; display: table-cell; vertical-align: middle;">
<h2 id="nextPhases">Definition</h2>
</div>
<!--<p>When the problem was finally defined, we started to raise ideas leveraging various popular
ideation techniques used in the service design world such as brainstorming and role-playing.</p>-->
</div>
</div>
</div>
<!-- /.container -->
</div>
<!-- /.banner -->
</div>
<!-- Footer -->
<footer>
<div class="container text-center">
<p id="footerText">© 2015 SkipQueues</p>
</div>
</footer>
<!-- jQuery -->
<script src="js/jquery.js"></script>
<!-- Bootstrap Core JavaScript -->
<script src="js/bootstrap.min.js"></script>
<!-- Plugin JavaScript -->
<script src="js/jquery.easing.min.js"></script>
<!-- Custom Theme JavaScript -->
<script src="js/grayscale.js"></script>
</body>
<!-- Modal users map -->
<div class="modal fade" id="users-map-modal" tabindex="-1" role="dialog" aria-labelledby="myModalLabel">
<div class="modal-dialog modal-lg" role="document">
<div class="modal-content">
<div class="modal-header">
<button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true">×</span></button>
<h4 class="modal-title uc3m-modal" id="myModalLabel">Users Map</h4>
</div>
<div class="modal-body" style="text-align:center;">
<img src="img/pop/User map.jpg" class="responsive" style="width:70%;">
</div>
</div>
</div>
</div>
<!-- Modal Questionnaires -->
<div class="modal fade" id="questionnaires-modal" tabindex="-1" role="dialog" aria-labelledby="myModalLabel">
<div class="modal-dialog modal-lg" role="document">
<div class="modal-content">
<div class="modal-header">
<button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true">×</span></button>
<h4 class="modal-title uc3m-modal" id="myModalLabel">Questionnaires</h4>
</div>
<div class="modal-body">
<!-- Carousel Start-->
<div id="myCarousel" class="carousel slide">
<!-- Carousel items -->
<div class="carousel-inner">
<div class="active item" style="text-align:center;">
<h5 style="color:black; margin-top:10px;">Foreign Students</h5>
<div style="text-align:center; width:100%;">
<img src="img/pop/LikertForeign.jpg" class="responsive" style="width:100%;">
</div>
</div>
<div class="item" style="text-align:center;">
<h5 style="color:black; margin-top:10px;">Local Students</h5>
<div style="text-align:center; width:100%;">
<img src="img/pop/LikertEstudiante.jpg" class="responsive" style="width:100%;">
</div>
</div>
<div class="item" style="text-align:center;">
<h5 style="color:black; margin-top:10px;">PDI and PAS</h5>
<div style="text-align:center; width:100%;">
<img src="img/pop/LikertPDIPAS.jpg" class="responsive" style="width:100%;">
</div>
</div>
<div class="item" style="text-align:center;">
<h5 style="color:black; margin-top:10px;">Employees</h5>
<div style="text-align:center; width:100%;">
<img src="img/pop/LikertEmpleados.jpg" class="responsive" style="width:100%;">
</div>
</div>
<div class="item" style="text-align:center;">
<h5 style="color:black; margin-top:10px;">Data treatment example</h5>
<div style="text-align:center; width:100%;">
<img src="img/pop/LikertEstudianteExcel.JPG" class="responsive" style="width:100%;">
</div>
</div>
</div>
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<button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true">×</span></button>
<h4 class="modal-title uc3m-modal" id="myModalLabel">Observation Notes</h4>
</div>
<div class="modal-body uc3m-modal">
<img src="img/pop/observaciones.JPG" class="responsive" style="width: 100%;">
</div>
</div>
</div>
</div>
</html>