Land Transport Authority
As per my school’s requirements, I had to identify and solve a project challenge based on my internship department’s operations with design thinking.
Problem statement: How can I help officers focus on their work more?
This project helped me clinch a 'Distinction' grade for my graduation requirement of doing an internship. It also earned me a spot on my course's Honour Roll.
Role
UX Research
Prototyping
Team
Self-Directed
Client
Land Transport Authority
(Potential)
Year
2020
(2 months)
User Research
Firstly, an online survey was conducted via Google Forms with 10 officers from LTA's Active Mobility Group asking them about their top inconveniences faced daily.
Then, 5 officers were chosen from this pool to do in-depth user interviews with, face to face. They were chosen in a way that represented the office's actual demographic. Each interviewee came from each of the five teams residing in the office. The male to female ratio was 3:2.
The interview questions pertained to officers' gain points and pain points. Creative comparison questions were included too, such as: If you could move to another desk in the office, which would it be and why?
Based on the results, a persona was created and the officers' frustrations were ranked with a frequency table.
Persona
Frustrations
Frustration 4: I don't like when my back faces an open area at my desk as people can see what I am doing.
Desktop Privacy Filter
Has one matte and one glossy side so officers can change sides to retain colour and clarity on desktop screens.
Frustration 3: Loud discussions near my table are annoying
Solutions
Used an affinity diagram, along with the ranked frustrations to create two needs of LTA's Active Mobility Group's Officers.
Artefacts of insights and needs (expanded on in following sections)
The solutions included biophilic design in the office and increased privacy and decluttering within each office cubicle.
The ideas were derived with the SCAMPER framework and with secondary research. They were prototyped with SketchUp and Premiere Pro. One round of co-creation with the interviewees was conducted before they were presented to my company supervisor and liaison officer.
01 Biophilic Design
Secondary research
User Research
Wall beside big meeting room is the only big stretch of wall in the office that is visible from most parts of the office.
The current doors are opaque with 1 small window each.
Black ceiling, yellow and white walls.
No standing desks available.
The current windows are usually completely covered with blinds. 3/5 interviewees cited that the sunlight is too glaring if the blinds are not drawn.
Needs
Need 1: I need to feel energised throughout the day, like when I first come to work to perform at my best.
Solution
Feature posters
Previous LTA campaigns that show natural elements.
Acid-etched glass doors
Scatters light rays to reduce glare but retains occupants’ privacy.
Natural colour scheme
Light blue ceiling reflects light into dark spaces.
Frustration 2: Officers are least productive after lunch until 3pm.
Standing desk corner at stairwell
Increases blood flow, decreases fatigue.
Venetian Blinds
Co-creation feedback
The five interviewees were shown this prototype to get their comments.
Iterated solution
• All yellow on the walls was replaced with white.
• Pictures of past campaigns were replaced with a foliage-wood mesh board.
• Venetian blinds were replaced with existing black-out blinds and added Daylight Reflecting Film.
• The standing desk was moved from the stairwell to replace small meeting room table.
02 Decluttered Cubicle
Secondary research
User Research
Needs
Some officers use their own books to prop their computers up to be at their eye level. I measured a sample of 5.
Those without makeshift stands cited that they experience back and headaches at the end of the workday and feel tired.
Frustration 1: Officers lose focus throughout the day due to overworking.
Solution
Adjustable Desktop Stand
Adjustable heights of 10 to 14cm. They correspond to those of the existing makeshift stands officers use.
Many desks have tangled, exposed cords. (See secondary research above: Psychological effects of clutter)
Need 1: I need to feel energised throughout the day, like when I first come to work to perform at my best.
On-wall Cord Cover
Undershelf
Storage under desk.
The desktops now do not have any form of screen protectors.
Frustration 4: I don't like when my back faces an open area at my desk as people can see what I am doing.
Desktop Privacy Filter
Has one matte and one glossy side so officers can change sides to retain colour and clarity on desktop screens.
Frustration 3: Loud discussions near my table are annoying.
Detachable acoustic panels
They block out noise and prevent others from looking into the cubicle. (30cm tall)
120cm tall cubicle walls.
Co-creation feedback
I showed my five interviewees the prototype to get their comments.
Iterated solution
• Changed cubicle extender panels from green to beige.
• Removed the undershelf and placed it with a mini shelf under the desktop stand.
My Learnings
1. Conveying the message is important to get the feedback I need from the users. Visuals help them understand better.
2. Creating the videos was time-consuming. If there are time constraints, a user journey would be a good replacement. They illustrate user touchpoints and how my solutions improve their experience too.
3. Besides interviews, can tap on other types of primary research. (Measurements, pictures of current situations)