03 - User Research

1. Stakeholder interviews

2. First-hand customer experience

One of my team members experienced the service in Fellow Barbers’ West Villages’ shop. By observing the service, my team found the major painpoint: Ineffective communication between a barber and a customer.

In the beginning of the service, the barber asked him several questions about what kind of hairstyles he wants. However, he did not have a specific idea. Then, the barber encouraged him to search for a target picture online, instead of suggesting a hairstyle for him. He felt embarrassed to browse the internet and also unsure that he can find the right picture.

3. User flow map

4. User Journey Map

5. Service Blue print