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Exploratory Research

We conducted IDI and intercepts with different stakeholders and business scales in 20 locations from Jambi, North Sulawesi, and Central Java. They range from small, medium, and big resellers. This field research goal is to understand the full ecosystem’s needs and pain points.

Service Evaluation

In this phase, we focus on the service evaluation and identifying improvement areas. We did immersive research in four regions in central Java by interviewing the stakeholders, going to the store, doing home visits, field observations, and intercepts.

Phase 1: Exploratory Research & Concept Testing

We started the exploratory journey in 2017 with a series of user research, ethnographic research, observations, and interview with experts (architect, Prominent figures in Islam). 

From this initial discovery, we synthesized several key opportunity areas, especially regarding Muslim cleaning rituals and beliefs, such as Wudu (washing all over the face, hand, and foot) and Istinja (cleaning of private parts with water after relieving oneself). 
Such needs, however, are not catered well in today’s sanitary products. We found out that there are many workarounds done by the users to be able to do their rituals. From these discoveries, we developed concept ideas to be tested with the potential users in order to discover the design principles and prioritize concepts to be further developed.

Phase 2: Real-Size Prototype Usability Testing

The prioritized concepts were then developed into a real-size prototype, such as 1:1 printouts and cardboards. These prototypes were shown and tested to a number of homeowners and business users to gain their usability feedback. By creating a real-size prototype, we could observe how users interacted with the products.

From the usability testing, we discovered the physical requirements & essential features of the product, which later is used as a guideline for the client to develop the product further. These inputs were important to help us and our client to take decisions before developing a high-cost working prototype.

Phase 3: Working Prototype UT & Finalization

When we tested the non-working prototypes, some feedback may come only from the user’s imagination, which might be different than when they directly interact with the working prototypes. Therefore, it’s important to do usability testing using working prototypes to prevent wrong decisions before finalizing the concept for mass production.

Kohler team developed 8 working prototypes based on the input of the previous phase. Then, we test it to the potential users, developers, architects, technicians & Muslim experts and ask them to prioritize it. We did not only evaluate the usability of the products but also discussed the price they are willing to pay and how they would adopt the products for their home/construction projects. With the Muslim experts, we discussed how to appropriately design, communicate and implement the products.
From the input of the previous round of research, Kohler’s team iterated a new-refined prototype, and then, we tested it again. Finally, the design got approval from the respondents as it already covered most of their needs. From these learnings, Somia provides the Final Product Recommendations and suggested that we can finalize the product.

Stakeholders Interviews and Co-design Workshop

We conducted interviews with the stakeholders to brainstorm ideas and prioritize solutions based on their impacts and efforts to make the changes.

Synthesis and Concept Iteration

We interviewed and observed customers around different cities and rural areas in Indonesia to understand their motivation and pain points to do savings at Banks. We also tested some concepts to see their preference of solution and to gather feedback on the concepts.

Concept Prototyping

After we finished field research in one city, we did a synthesis to capture insights from the research so we can improve the direction of the research for the next city. The concepts tested during the IDI are also iterated based on the feedback and we conceive other concepts based on the concept testing.

Implementation

We have detailed out the service design to ensure successful implementation. Within four iterations with different physical prototypes to find the design of the product that would fit their needs. We designed and produced the product based on the feedback from the customers, Bank Agents, and Stakeholders.