Assignment #8 Client Interview 2

Alex Bardsley, Tobi Bishop, Victoria Harding, Brittany Reece, Jolynn Smith

We have had several meetings with our Stakeholder in the past few months and many email
communications. These questions and answers are a compilation of all of those meetings,
including our most recent meeting on April 5, 2021.

Clients’ view on whether the goals and objectives have been met:
Question:
What do you feel the overall objective of our
training was based on your experience?
Do you feel the goals of Service Design were
met in this training?
Do you have any suggestions on how we can
improve the Service Design Training?
Do you think employees will be more
prepared to use the tools of Service Design
after taking this training?
Response:
 Understand what service design is
and how it applies to your job at the
SLCPL
 Yes. The parts we’ve gone through.
 Streamline the introductory module.
Fix the fonts. Add critical thinking
scenarios to the Service Safari.
 The Customer Connection is very
applicable and relevant to employees
right now. Anybody could get a little
bit of information. It can be used at a
lower level such as the service desk.
This should still give employees a
good resource to help them figure out
what they want to improve at the
library.

Any suggestions and feedback for improvement based on the project developed so far:
Question:
How do you feel about the new Service Safari
module?
Do you have any suggestions for types of
scenarios where users could think more
critically?
Response:
 I really like the animations for the
observations. It parallels the customer
connection and should help people
understand the benefit of a Service
Safari.
 It would be nice to go a little deeper.
The question is about what they want
to accomplish. Which for me speaks
to a deeper purpose or need. The kid
controlling a robot, what does he
hope to accomplish? Have fun? Is it
for a school project? Does he want to
design his own robot? We probably
don’t know from the context of the

In what ways could we improve the training
of the A-E-I-O-U Framework in the Service
Safari tool?
Note: Based on these suggestions we brainstormed and developed a new Critical Thinking
section. In our interview today we shared the new content. He very pleased and liked
everything we had created.
What feedback do you have for the customer
connection tool?
Interface design:
Question:
Is there anything about the interface you
would like to have changed?
What parts of the training did you find
relevant or enjoyable?
video, but those are great questions
to explore as you observe an
environment.
 The biggest one for me is "were you
greeted" that originally was a user
question but is now under interaction.
I think this question could actually fit
under activities, looking at it as an
employee activity in the space. "Is
there an employee designated to
greet people? Were you greeted?" I
like this as the 2nd question asked
under activities.
 Under E combine two questions into
"What is the look and feel of the
space? How did it feel when you
walked in?" this can be the first E
question. Finally, under U re-write
first question to "Who is here?
Consider age, interests, groups, etc.."
 Customer Connection Debrief- It
would be nice to see the question
being asked again. Hint pops up
behind the text entry box so you can’t
read it. Needs to be brought forward.
Response:
 Yes. I’d like to use our library fonts.
We use Oswald for titles, Oswald light
for subtitles, and Pontano Sans for
the body of the text.
 Saw several updates to wording in the
first half that I liked.
 Don’t know if this was there before,
but I like the hammer and nail
progress bar at the bottom.
 Love that I can “demo (demolish)

What did you like most about the design?
What didn’t you like about the design?
How would you describe the overall visual
design of the course content and materials?
Ease of use:
Question:
How would you describe the ease of use of
the training modules?
Was the instruction in the modules too easy,
too difficult, or just right?
How did you feel about the overall course
delivery?
again”!
 Select an Interviewee - I love seeing
the clipboard fill out.
 The animation is sooo coooool. That’s
up there with the demolition for my
favorite part of the training so far.
 U - Users - I tried advancing without
comparing my notes with Dianne. Can
we set a trigger on this slide so that
when you click next it brings up the
notes layer if it’s not up? If it is, the
slide can advance as normal?
 I don’t always like it when the slides
auto-advance. I need more time to
take in the information.
 I like it. It feels familiar and has
variety. I was impressed with the
service safari animation... there are
fun elements to the entire project.
Liked the look and feel of the training.
Liked some of the templates.
Response:
 I agree with some people who had
trouble during user testing, like when
it advances on its own. Some of the
requests to replay things is something
I agree with. There were some parts
of the training where the navigation
was a little confusing.
 Pretty good level for me, but I know
this better than other people. It might
be on the difficult side, but seeing
that most people got things right on
the quiz at the end it seems like a
good spot to be at.
 I like it in general, the graphics... it is
immersive and feels consistent. I like
the pathways. The broad sweeping
flow works really well but the smaller
interactions and control of

Usability:
What issues, if any, did you have with
navigating through the training?
In your own words, was the training easy or
difficult to navigate and why?
Did you notice any bugs in audio, video, or
the deliverables in the content?
Was the content arranged in a clear and
logical way? Why or why not?
Time:
Do you feel the training is too long, too short,
or about the right amount of time?
Was the instruction too fast, too slow, or just
right?
Any suggestions on the formative assessment component in the learning material:
Question:
You’ve told us we don’t need a summative
assessment, do you still feel that way?
Do you want access to the answers/text
entry?
pacing/audio could be improved.
 Exploration and Sense Making – Next
button doesn’t work.
 Focus Question Slide. Went just a
touch quick for me. I suspect it’s
synched with the narration though, so
if our narrator speaks more slowly or
leaves some pauses that can solve
that.
 Felt pretty good about it. Just a few
navigation issues.
 Overall, the mistakes have been
pretty minor. Typos. Service Safari
clipboard kept repeating.
 It was. It felt good with time, content,
and what was presented.
 I felt pretty good about the time, but I
feel like I have an appetite for
something longer than most people. I
think shortening some of the
definitions will work out and finding
some bits where you can cut off a few
seconds will be good.
 For the most part it was just right but
some moments were too fast. The
narrator will have some control on
fixing this.
Response:
 I'm fine without that. It makes it
tedious for the people struggling. I
want people to learn as much as they
can and engage with it.
 Does it make it more complicated to
store those? I’m not too worried
about it. I don’t actually need that

Describe the quality of the knowledge checks
questions used in the training?
Do you feel there was a good variety of
exercises throughout the training?
Were those exercises presented at adequate
intervals throughout the training?
Any feedback and suggestions that have not been covered above:
Question:
What are your three highest priorities of fixes
that you’d like to see done in the training?
In user testing the question came up: Can
people make up interview questions on their
own or do they need to clear them with a
manager?
Would you like us to use the Resources
Button to include all downloads or just a link
to your intranet?
information.
 I don’t know if there’s any way for
learners to take their info out of
Bridge. I think we’re ok to do without
it.
 It was pretty good. It covered what I
was hoping it would cover.
 I did. Good variety. I like it.
 Mmhmm, yeah, the pacing on it does
feel good to me, they’re interspersed
throughout.
Response:
 Add the critical thinking scenarios.
Change the fonts. Streamline or
quicken the introductory module.
 It depends... there’s no reason not to
do it at the local level. There’s no
problem for people to come up with
these questions. May depend on scale
level as well, but each
department/area may vary. If you
don’t have oversight over, you can
kick it up a level to get someone to
get it worked on.
 I think let’s do the links to the
intranet. We can do the share links
for each folder.