Refresh, Rejuvenate, Relax
Snap & Snooze
Designing, developing and prototyping a Service
Project Context
Project timeline : 6 weeks
In these unprecedented times where millennials are overburdened with work. There’s is a significant lifestyle change with the introduction to Hustle Culture, a state of overworking to the point where it becomes a lifestyle. When people surround themselves with work all the time, taking rest seems a far-fetched idea and sleep becomes a luxury.
To change the status quo and present an idea of rest, our team designed a guided snooze experience to make our users Relax, Refresh and Rejuvenate so that they can spring back to action with a much calmer and focused mind.
Service Design | User journey mapping | Service blueprint
Research Methodology
Identifying the need
Need validation
Defining service & user
Ideation
Prototyping
Need identification tool
01
Graffiti wall
What do you miss? What do you need and what do you wish for ? These3 sections were designed in the common cafeteria, where people can walk and write their thoughts.
Semi-structured Interview
02
Student, faculty, guards-Questioned were asked about their daily activities, what they are missing and what affect their productivity and well being on campus.
Card sorting
03
Few words had been given to people from different categories of emotions like happy, sad, neutral asked them to choose the three most relevant words.
04
Lottery Box
Tool where people have kept their Wishlist based on their immediate needs in the lottery box.
Observational Study
05
Observational study was conducted in all the studios, faculty lounge, labs, common hangout spaces of both student and faculties.
Analysis
Me time
Break time
Lack of peace of mind
Work life balance
Lack of concentration
Stress
Occupied headspace
Cognitive break
Rest
Personal space
Privacy
Comfort
Disconnect from world
Care
Work pressure
Isolation
Space
Tension + stress
Latent need
Lack of proper rest is causing distress among students and staff which is leading to sub-optimal performance.
To get the deeper understanding of the Rest, we conducted a small primary research within the NID Gandhinagar community.
Service core
Interview
Photography study
Smart watch
Unstructured interview were asked to know about their daily work routine, what rest mean to them and some embarrassing stories around sleep.
Some random photos had been clicked around the campus, student taking rest to understand the surrounding, ambience, space, posture, time etc.
To understand the sleep cycle of the students, smart watch data had been observed.
Keywords from the research
Tired
Lack of concentration
Yawning
Lack of sleep
Sleepy
Me time
Drowsiness
Isolation
Self-space
Anxiety
Lack of peace of mind
Cognitive break
Feeling of overburden
Self-discovery
Pocket rest space
Exhaustion
Stress
Creative Boster
Lack of time
Fatigue
59%
40%
They feel a need for an isolation from all the distractions around to feel rested.
73%
Students mentioned a lack of proper sleep due to various reasons.
38%
Participants feel guilty and worried about judgement while taking break for rest.
Expressed they feel tired all the time and unable to focus at work.
Analysis
Defining the core
A short spanned, guided snooze experience targeting all 5 senses at carefully crafted personal space to relax, refresh & rejuvenate users so they can start with an energized and focused mind.
Refresh, Rejuvenate, Relax
Rejuvenate
Refresh
Stress
free
Fatigue
Memory Boost
Anxiety
Sleep cycle
Mood Enhancement
Tired
Healthy life
Wellness
Self-space
Creativity boast
Mental wellness
Self-discovery
Enhanced Productivity
Work-life balance
Core
Periphery
Magic
USER PERSONA
Raman Gupta
Age :
25
Location :
NID college
Occupation :
Master's Student
Working Hour :
10-12 hr
Raman spent 10-12hr daily on his sessions and assignments. End of the day he feel very tired and exhausted.He cannot spare time for rest, he feel it is waste of time.
Goal
He could work more productively and creatively and can spare out some time for the rest.
User behaviour
-
Take hot beverage to combat fatigue/exhaustion.
-
Look for personal space for relaxing.
-
Take short nap on his desk.
Pain point
No dedicated space in campus to relax, refresh and detach from work for sometime.
Motivation
To feel more refresh and have some rest during the day. To be more productive and creative
Rajendra Singh
Age :
40
Location :
NID college
Occupation :
Faculty
Working Hour :
08-10hr
Rajendra spent daily 8-10 on his offline/ online classes with the Master's student along with routine meetings.His schedule always very packed and have very less time for himself.
Goal
He could spare out some time for himself during hectic schedule and can have space where he can relax/detach from the office life..
User behaviour
-
Take a walk around the campus.
-
Spend some time in faculty lounge
-
Have hot beverage with other faculty
Pain point
Not even free in break time, students are always around for the discussion. Lack of privacy in break time
Motivation
To feel refresh/relax from the hectic work schedule. Have personal relaxing space with privacy.
SERVICE INTENT
To propagate the importance of proper Sleep and intermediate Power Naps through enhancing all five senses to relax, rejuvenate and refresh.
SERVICE PROMISE
A well designed and guided snooze experience to Relax, Refresh, Rejuvenate to spring back to action with a much calmer and focused mind. A short 25min journey carefully curated targeting all 5 senses.
Service Ideation
Designing an isolated private space in the forest, providing a blissful experience of nature while relaxing in tree-house/hammock swing.
Creating an experience centre in the campus and setting up private nap pod with an ambient temperature, light, aroma and white sound.
Creating a personalised relaxing and rejuvenating experience at their personal space (i.e. room).
Service Form
Our service was prototyped at the National Institute of Design for 5 days. T The primary user group identified were the students, stressed and burdened with the ongoing campus activities. Followed by teaching and administrative staff and lastly the housekeeping staff.
To proceed with the service execution, we as team initiated communicating our services to the users.All the service branding and promotions were done within the campus only due to Covid-19 bio-bubble restrictions.We developed brand identity for Snap & Snooze, posters, standees and billboards for the promoting the service.
Design identity
Font
Colors
Black
White
Brand communication
Poster and standee are designed that are interacting in nature, We designed poster that interact with user by inducing the effect of yawning in them.
The interactions points were strategically placed and blended with the promotions.These were positioned in spaces where users were mostly alone with their thoughts.We identified these spaces inside the campus where people perform mundane activities or can reflect on their thoughts without disturbances
Standee
POSTER
Billboard-styled message which was placed on the library glass wall
Poster placed in the Washroom adjacent to mirror
Poster placed in lift
Poster placed on the Water Cooler
Service Prototyping
Service prototyping was done in 2 phase
1st Phase of Prototyping
In 1st phase we setup a napping pod in the studio with minimal resources like study table for user to lay down and relax, mounting board as a wall to have privacy factor, cushion for comfort, speaker for white audio and a small lamp for the experience of relaxation.This pod we tested with 6 people to have their experience and feedback before proceeding with the final prototype
Final Prototyping
For the final prototyping, we made the story board for the final execution, action to be made and the define the user journey map of our user for the proper flow of the service.
Story boarding
Snap & snooze Kit
.jpeg)
.jpeg)
.jpeg)
Token/Bookmark
Eye-mask
Water bottle
A handmade eye-mask made by Snap&snooze team is provided to user at the experience centre.
A mini water bottle is provided to the user.It is kept in their designated Pod.
One of the Token/Bookmark is provided to user as ticket, it will have user name and the number of journey taken for future purpose.
Service process flow
Service Experience Journey
A diffuser, infused with natural soothing essential oils for relaxation
Well designed lighting system for calming the mood
Induced fidgeting technique to reduce stress and to prevent mind from being occupied with previous thoughts . Two fidgeter are Bubble wrap and marble foot massager.
A well equipped sound system with white noise for reducing stress
Chocolate after the session to boost the energy , since during the session our body temperature and adenosine drops leads to sleep interia .
Service execution
Feedback
Future Scope
The business scenario with the agent inclusive model is novel to the billion-dollar sleep market, as companies are focusing too much on producing products, not services. To scale this model, in short term, Snap & Snooze can collaborate with firms and set up the experience center at their premise and introduce either a monthly subscription model or a company-sponsored service model for their employees. Additional to this, Snap & Snooze can use the experience center to promote, advertise and sell sleep accessories, tapping into another million-dollar industry.
| Team (left-right) : Swati, Shubham, Amit, Miti