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Product Induction & Workshop

We downloaded all the information from the team (prior research, product draft, business objectives, success metrics, even draft calculation formula created by the product team) and also clarified questions we received from studying the documents sent to us. We did this and all other activities twice, since each segment will have one dedicated product.

Workshop

In the workshop, we mapped the hypothetical value proposition of the products. These gain creators, pain relievers, and product & services would not only be used for initial concepts but also for creating branding drafts for the products, since it would be a totally new product and had no ties to any other clients’ product in the past.

User Research & Synthesis

We dug around potential customers’ existing loan journeys with In-Depth-Interview & Focus Group Discussion, whether there were pain points or unmet needs then gathered their feedback for the initial concepts we created. Data we gathered from all the sessions, then we synthesized to shape product strategy, features and communication plan (branding and visual direction included).

UI/UX Design: Low Fidelity & Usability Testing

Product features that came out from the synthesis activity then furtherly developed into low fidelity prototype in the form of clickable wireframes. Wireframe form allows us to focus first on structure, interaction pattern, and usability of the product and quickly test it with potential customers and iterate it before then applying appropriate visual direction to the product.

UI/UX Design: UI Design

We developed UI Design to match visual preferences of each segment. For the micro product we applied a vibrant color tone that is usually found in their surroundings with high affordance interaction elements to accommodate their low digital savviness. For the consumer product we went with a modern & clean look with flat design while still maintaining the affordance of the elements.

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.

Discovery

We observed and interviewed 9 patients, 6 caretakers and 8 health care providers in 3 cities in Indonesia to uncover their journey, needs and expectations. At this early stage, we already brought a few stimuli to spark conversation and get their initial feedback regarding the idea or preferences.

Ideation & concept testing

From the insights and feedback we got from the discovery phase, we ideated on strategic business models and service concepts. Afterwards, we asked 10 patients, 5 healthcare providers and 3 entrepreneurs about our concepts to get their feedback.

Concept refinement & service prototyping

At this stage, we refined the concepts based on the feedback and ran service prototyping and experiments to further test the concepts in real-world situations. We also did several service safaris to Puskesmas (Indonesian community health clinic), clinics and labs to get a better context of how they run a health care service.

Finalized service concepts

Learnings from the service prototyping and service safari were used to further finalized the concepts, including the prioritized business model recommendation, entities to be approached for collaboration, service flow and high level internal resources and requirements.