Martha Lucia Sarmiento
MSc Design of Services / Industrial Designer
Service Design
Poli-Reads
The Polimi eBook Application
Poli-Reads (the eBook Library of the Polimi) is a service represented through an Application, its main aim is to accompany the community in their learning process, in understanding a new way of reading; allowing interactions and giving useful tools to eBook readers in the academic context.
Where does it born?
There are many kind of applications and social networks for reading, but none of them have been specifically developed for an University and their group of students. This is the starting inquiry that helped me to give shape to Poli-Reads; on one hand we have the thechnological improvements that change the way we approach to knowledge and in the other hand we have some users with specific needs in the academic context, so how can we merge this two aspects togheter and create an improved experience on e-Reading?
The project starts from analyzing the context of the Polimi, and also the existing case studies regarding eBooks; from there and from a series of interviews with the users and the institution, it was possible to define the service that would be delivered and its characteristics.
The Design Process
For this project the main guide was approaching to the real feelings and needs of users, considering the conditions and structure of the context as well. This is the reason why Poli-Reads started from interviews and surveys; in the middle part of the project development, users were crucial once again giving feedback with the paper prototype.
The Map above shows the Design Hypothesis and the guidelines that were fundamental to structure the architecture of the interface; there were analyzed some case studies of reading applications to arrive to the final proposal of the areas that would be part of the interface and its final look.
After testing the paper prototype, the final look of the application was developed having in mind the comments and suggestions of our users, finally a "path" was completely showed to identify clearly each area and its purpose.
How it works?
Poli-Reads has been designed as a supporting tool in didactic processes for e Reading, considering the resources that students need when reading a book.
Once the basic requirements and features were stated, it was decided that the App would have three main areas: the general area, the reader and the self/cloud area. The general area is the place where users can do searches, manage books and generate bibliographies, the reader is the place where users can effectively read texts and make annotations with the tools given by the system, finally in the self/cloud area users can check and export the information saved in the two other areas for being used in assignments, papers or any kind of academic work.
For the service all the aspects in back and front office were described, we also established the channels and touchpoints to deliver the service to the final users.
If you need further information about the project you can contact me or see its presentation.
 Poli-Reads eBook LibraryPoli Reads is the App for the digital library of the Politecnico di Milano |  Poli-Reads System MapMap of the relations and flows between actors inside the service. |
|---|---|
 Paper Prototype TestingTest of paper prototype of the Application with students of the Polimi. |  Poli-Reads App. General ManagerArea of the application to Manage titles, make searches, bibliographies, etc. |
 Poli-Reads App. Reader PreviewsPart of the application to read and use the tools, to save and upload information in the Cloud. |  Teaser on Institutional WebsiteExample of the kind of advertising (touchpoint) that would be used to launch the service. |
 Design Customized ToolkitSpecial toolbar for a Designer (student profile) with the useful elements for extracting information when reading. |
Walking
Warriors
The workout Service
Walking Warriors is a professional service for out-door walking/running customized programs, based on the experience shared in the activity by Dergano's community.
Where does it born?
Walking Warriors started from a request of the Comune di Zona 9 of Milan (Dergano Neighborhood). Dergano used to be one of the most important neighborhoods of Milan for its historical relevance; however nowadays is perceived as a dangerous and dirty place, for this reason we started to think about a service that would bring people out of their houses, involving them in an entertaining activity in which we can generate a sense of belonging.
The design process
Having in mind the initial requirement, we started to analyze the activities that people carry in the neighborhood, specifically the ones related with walking, also their motivations for this walks. From there we brainstormed and made a mind map that showed us the main interesting points to work on. We also develop two scenarios (one positive and one negative) that helped us to set the key values that this new service would have.
From that point we saw an opportunity in taking people out to enjoy the streets in a different way; that is how Walking Warriors started to be shaped. With the definition of its aims and structure, we also proposed the levels, the activities and the touchpoints necessary to make it work. Finally we also analyzed the economical viability of the project.
How it works?
Walking Warriors is an Inexpensive training service, supervised by qualified personal on different program levels. WW is triggered by a self-motivational state, based on an offline and online gaming approach (the user can earn and lose points), in this way people get more involved in the activity, which makes possible to generate a long-term behavioral change in Dergano's citizens; this would produce a better perception and the strengthening of the social tissue of the neighborhood.
If you need further information about the project you can contact me or see its presentation.
 Walking Warriors OfferRepresentation of the main and secondary offer of the service. |  Levels in the GameThe service has different levels according with users' capabilities. |
|---|---|
 Walking Warriors WebsiteThrough the website users can be updated about their status and the ranking of the game. |  Walking Warriors AppOther important touchpoint of the service is the mobile App. |
 Walking Warriors HeadquartersIs the meeting place to start the training and also a place to support merchandising activities. |
CercaMi
Better Moving around Milan
CercaMi (Look for me) is a service to improve the quality of traveling and informing citizens of what is happening in the transpotation system in REAL TIME; exploiting the Tags, Tweets and Shares of the community to enrich the experience.
Where does it born?
After seeing an overview of the services that could be improved in Milan, we realized that one of the things that affect the most people’s perception of a city is mobility, for this reason we decided to work in a service for the public transportation.
The design process
To start we searched for the strongest and weakest points of the existing services, later by defining 5 different “personas” profiles, we were able to see the motivations of these users and in that way propose a solution that covered all these needs.
Then we defined the main aspects of the service and proposed the advertising and the platform we would use; finally we tested it with the users to evaluate its reach and impact.
How it works?
CercaMi works through an application that has the database of all public transportation systems of the city. Whenever a users gets into the App, the system requires the kind of travel to prioritize aspects and filter the best solution that fits to the user’s purpose, understanding that a tourist for example prefers to see the city than go faster.
Users can also rate routes and upload tags of events and places that might be interesting, so at the end the service is conceived as a community.
 Personas and TouchpointsStarting from 5 different "personas" profiles, the main touchpoints were defined. |  New Run ConceptDescription of the concept that guides the development of CercaMi App. |
|---|---|
 Project InnovationThe values and features that made of the Application innovative. |  App in MockupScreenshots of the App. Registration and Route. |
 App in MockupScreenshot of Map and points of Interest. |
 Gran GiornoGran Giorno is a service designed to have a day experience in Cascina Lassi. |  Offering MapService touchpoints that help users to meet the service. |
|---|---|
 Service MapMain activities that must be completed for the service to happen. |  Activities BlueprintSpecific tasks and times to deliver the service. |
 Expectations canvasEvaluation of the service and its stages. |  System MapDefinition of stakeholders and flows inside the system. |
Gran Giorno
Ideas' Cooking
Gran Giorno (great day) is a service to promote the Cascina Lassi farm, with the aim of giving young people the opportunity of getting closer to the tradition of Italian cooking with workshops developed in the countryside.
Just a sample of my work. To see more or discuss possible work >>