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GSA MDES DESIGN INNOVATIONBARCLAYS GROUP 2
Mirian Rodriguez Calvo / Sagar Ghoting / Yue Huang / Martyna Janicka / Shiyu Ji / Fiona McAra
HI!CONTACTLESSPAYMENTS
AT THEME PARKS & FESTIVALS
The proposal for this project came from Barclays, and we were tasked with providing future scenarios for contactless payment within Theme Parks and Festivals. This book documents our process and outcome in response to the brief.
IntroductIon
MIrIan rodrIguez
caLVo
Based on my four-year experience in several architectural practices, Spain, I have become an
experienced individual who has a genuine passion for the design world, hard working and organised
with the ability to work well alone using my own initiative or cohesively within a group setting.
I obtained a Dip Arch (2010) and a MArch Urban Planning & Design (2011) at the ETSA Coruna,
Spain. My colleagues describe me as a bright and motivated architect, able to design projects both powerful and sensitive. I am committed to the idea that good design can make a significant
contribution to enhance life.
Sagar
gHotIng
18+ years of international cross-cultural advertising experience - Leo Burnett, JWT, Ogilvy, Lowe, FCB.
Lived & worked in 5 different countries across Asia, North Africa & Europe, while being part of regional teams for CIS, SEA & Asia Pacific for multi-national clients.
Conceptualised, supervised & guided regional advertising campaigns for multi-national brands.
Led digital thinking in the past 5 years, with major learning while working on PMI.
Part of Cannes, One Show, London International advertising awards, Clio etc.
Acting identity, communication & experience consultant for SMEs.
Currently pursuing Master of Design in Design Innovation & Service Design 2014-15 at GSA.
[email protected]+44 7477 19 66 85
Yue
Huang
Was born in China.
Graduated from Hubei Institute of Fine Art in major of communication design in 2012.
Completed the second bachelor's degree of Management Administration in Wuhan University in the same year.
Was selected as the management trainee of China's top 10 clothing company in 2012, set position in Product Planning&Strategy working until April of 2014.
Now studying in MDes program at GSA in major of Design Innovation&Service Design.
MartYna
JanIcKa
I graduated this year from the Academy of Fine Arts in Gdańsk. Although I did my bachelor
in product design, I have always believed that design is about creating process and never
just the object itself. Design should be just the background to the human behaviours. If it’s good,
it doesn't disturb and it’s hardly noticeable.
I was working as a graphic designer, content designer, Gdynia Design Centre and AD12
Studio teams member. I had a pleasure to be part of Milan Design Week Design, About
Design, Gdynia Design Days, International Entrepreneurship project and many others.
SHIYu
JI
While pursuing my Bachelor’s in Creative Industries, I worked as a planner for the Art & Design Research Centre of Tongji University for 5 years. The main projects I was part of were:
1) Urban planning of the city of Wenling, Qingyuan, amongst other cities. 2) Planning national meetings for Chinese design education and the biggest Chinese design award – Master Award.
Later, I contributed to the design of Hangzhou Olympic Museum, Shanghai EXPO Museum Course Hall and Suzhou Discovery Museum.
Before coming to the GSA, I was partly working for the design of ‘new countryside’, a concept introduced in Zhejiang.
FIona
Mcara
Undergraduate MA (Hons) in Business Economics and Marketing from the University of Dundee.
5 years experience in freelance Marketing.
Full-time work experience in Hospitality, Marketing, Tourism, and Care.
Service Design workshop Facilitator with Dynalucid: Human-Centred Transformation .
dIScoVer
The Brief Recap of Brief Brief in one line Desk Research Understanding Money as a concept Money & Payment History Evolutions of Contactless Payments Current Contactless Payments Contactless Technology Entertainment EnvironmentsResearch Foundations Research Questions Stakeholder Map Engagement ToolsField Research Conversations Academics Organisers Customers At Oxjam Evidence Map
Synthesis Affinity Map Identified Patterns Social Interaction – Pattern # 1 Emotional Experience – Pattern # 2 Payment & Technology – Pattern # 3Opportunities Development Focus
Concept Development Filtering Shortlist FinalDesign Research Technology Design Criteria Device Gestures Finalise Forming Actions Action Journeys Gestures Form
Design Proposal The Final Device Proposed Technology The Device Prototype Transaction Mechanics Getting The Device Reuse Usage InstructionsService Blue PrintUser JourneyNarrativeConclusion
02
03
10
26 38 56
42
79669697
34
14
deFIne deLIVer
ProceSS
deVeLoP
DISCOVER
THEBRIEF
DESkRESEaRCH
recaP oF BrIeF
In a world where we use a variety of digital payment methods on a daily basis, we continue to use designed, material objects in order to trade; for example, coins, bank notes, credit cards, mobile phones. We were tasked with exploring what might replace these physical objects at the point of exchange, or become an alternative to ‘traditional’ tangible representations of value.
To examine and develop payment methodswithin the context of Theme Parks & Festivals with a focus on the creation of value for customers.
"
BrIeF In one LIne
We were asked to consider issues such as:• How can digital money & contactless
payments enhance social interactions? • In what ways might digital technology
embedded in objects and services mediate an emotional, sensory or narrative experience?
• Emerging behaviours - what are the nascent forms of behaviour, trends or aspirations, novel interactions, demographic shifts and economic imperatives that will inform societal change?
underStandIng
MONEY AS A CONCEPT
CONTEXTS THAT MONEY
REQUIRES TO EXIST
TRUST SOCIETY
PERCEIVEDVALUE
NEEDS ORDESIRES
OBJECTS,SERVICESETC
Money =Any concept/object that can store value and is accepted as means of exchange within a certain society or social context.
02/03
Commodity money Commodity-backed money
Trade based on exchange of objects whose value comesfrom what it is made.
Certificates promising value equivalent to that of valuable objects, now referred to as cheques.
Fiat moneyDigital money
A unit of value used for tradeCurrency as we know it.
Online payments / Card payments / Bitcoins are still being explored.
MONEY & PAYMENT HISTORY
04/05
Physical Food / Grain /Shells / Gold / Silver
Physical Gold / SilverPromise certificates
Physical Cash / Cheques /Traveller’s Cheques
Online & Card Payments / Contactless Payments
underStandIng
U Pass
MasterCard PayPass
Apple
Barclays
Zwipe MasterCard
First smart card usedfor ticketing in Seoul.
Google and MasterCardlaunch Google Wallet.
Mastercard successfully market tested PayPass.
Apple launchesApple Pay.
Barclays introduces first contactless card.
World’s first fingerprint authenticated contactless
payment card unveiled.
1995
2014
2003
2014
2007
2011
EVOLUTION OF CONTACTLESS PAYMENT
underStandIng
CONTACTLESS TECHNOLOGY
DEVICECONTACTLESS
ACTION*
SEND SIGNAL
FEEDBACK SIGNAL
READERPROCESSTRANSACTION
* NO PHYSICAL CONTACT
Currently these payment devices are credit cards and debit cards, key fobs, smartcards or other devices that use radio-frequency identification. NFC based Contactless Payments offer consumers a different method of paying for only for a predefined value and under. Ironically though, ‘contactless’ does not always mean contactless. Transactions require close and sometimes physical contact. The good thing and a possibly a reason for the quick implementation and acceptance is that NFC payment technology does not change the relationship between the bank,
the cardholder or smartphone holder, and the retailer, but is simply an additional way to pass information between a buyer and seller. Various individuals and organisations are in the process of researching and trying to develop many more methods.
For the purposes of this project we considered contactless payments or wearable technology to be ‘Truly Contactless’ without any physical contact which is maybe currently deemed necessary at times.
Contactless payment systems enable financial transactions through simple contactless interactions between a digital device and a corresponding reader.
underStandIng
CURRENT CONTACTLESS PAYMENT
underStandIng
We researched contactless technologies currently existing and also the ones under development.
We found that existing contactless payment technology, such as NFC, is gaining momentum - demonstrated and furthered by the recent introduction of Apple Pay. It interested us that the current iteration of NFC builds on existing concepts (i.e. tangible credit/debit cards) and makes them ‘virtual’. Our research showed that current options fail to deliver satisfactory user experience, and suffer due to security fears of prior technologies.Other contactless mediums such as Biometrics have long been in development and MasterCard in association with Zwipe is
the first to launch the first credit card with biometric verification using fingerprints October 2014. These new technologies even though secure still do not address or enhance the overall user experience during the payment process, nor are the devices usable for anything more than the payment itself. In the past, the merchants and institutions seemed to be focus primarily on the payment itself ignoring entirely the wealth of potential that lies in building a device that not only acts as a secure payment medium but also provides a great user experience and maybe also promotes social interaction, thereby generating more payment opportunities. The fact that companies are seeking to project such as ours is a step towards the right direction.
06/07
en
te
rta
InM
en
t e
nV
Iro
nM
en
tS
ANCIENT ROME 1583MIDDLE AGE
In Ancient Rome, emperors and senate organised games and events, where entertainment became a political tool.
In the Middle Ages, village feasts, carnivals and lively games were traditional. This is when there was the introduction of the first rides (fairground attraction) - in summer there were carousels and swings; in winter, ice-mountains.
The first amusement park, Bakken, was built near Copenhagen and opened in 1583.
18TH CENTURY 19TH CENTURY 1895 1955
The first “roller coaster” was invented in the mid-eighteenth century, and promptly became very popular in Russia. This idea was brought to Western Europe, by soldiers after the Napoleonic War.
The amusement park boom came in the mid-19th Century, when an idle middle class and better conditions for the working class created a market for entertainment.
The first enclosed amusement park (with an admission fee) was built in 1895, on Coney Island, New York. Coney Island had a bad reputation, so a confined space was designed in order to persuade families that the park was secure.
In 1955 Walt Disney reinvented the entertainment park with the creation of Disneyland in Orlando - children and their families could explore, take rides and meet the Disney characters.
08/09
Why do customers value Theme Park / Festival experiences?
What is current experience at Theme Parks & Festivals like?
How can contactless technology help to enhance the overall experience?
In line with our clarified brief, we decided to focus on understanding value from a customer perspective, and also looked to understand the full user journey. We were looking for information on both positives and negatives in the experience to allow us to identify design opportunities.
10/11
RESEaRCHFOUNDaTIONS
StaKeHoLder MaP
cuStoMerSorganIzerStIcKet agencIeSMercHant SerVIceS
LocaL councILSuPPLIerSVenue oWnerS
SPonSorSLocaL BuSIneSSMedIa
reSearcH QueStIonS
engageMent tooLS
We considered a number of types of engagement tools to assist with our field research, and settled on two items for our festival fieldwork: postcards and a conversation dice.
The dice was to be used with individuals or groups, as a conversation starter. There were topics on each side, to be selected by the participants by rolling the dice. These topics included aspects of the festival environment or experience, such as toilets or smoking.
The postcards were designed to collect information on spending habits within the festival environment, and asked participants to “Draw one item that you would buy at a festival” in four identical spaces on one side. The other side was designed to look at items that people prefer to take to a festival, as we thought that perhaps we could draw conclusions about priorities, and perhaps integrate our payment method in to an existing item or draw on its functionality.
DICE POSTCARDS
In practice, we found that our prototype engagement tools limited the findings of our research, as both the postcards and dodecahedron dice offered relatively closed questions.
When using the postcards, we found that people were happy to draw more than one item in a single box, or perhaps didn’t want to draw at all. We changed these to 8 different questions, with wording which allowed for
more than one item to be drawn/written as an appropriate response. With the die we found that we weren’t getting the types of results we’d expected - the answers were more functional and objective than we’d hoped, due to the wording of the subjects. As a result, we changed the text on our final die to words with more of an emotional connection for the participant, in an attempt to prompt deeper insights.
12/13
conVerSatIonS
Associate Professor,American Studiesat University of Paris IV-Sorbonne
tHIBaut
cLeMent
In 2011, Thibaut Clément defended a thesis on storytelling and narrative placemaking in the Disney Theme Parks. Subsequent work included Locus of Control: A selective review of Disney Theme Parks, in 2012. His research interests include the American landscape, socio-cognition and the modes of consumption of mass culture.
Thibaut explained that part of the appeal for users is to leave critical thinking outside the park gates, and to go with the flow. He talked about how Disney turned current societal issues into a device to attract more business to theme parks. For instance, in the 1980s there was a huge rise in the number of divorces, and the Disney was: the family that plays together, stays together.
FIELDRESEaRCH
ACADEMICS
Professor,Regional Geographical Analysis,Rovira I Virgili University
SaLVador anton
cLaVe
Product & Strategy Lead, and Founderat Upfront Analytics Ltd. Dublin
aMBer
BroWn
Salvador Anton Clave is currently Director of the Science and Technology Park for Tourism & Leisure, and leads the Research Group on Territorial analysis and Tourism Studies (GRATET). Salvador is at the beginning of a project with the aim to reveal the emotions within theme parks, and he shared one of his working hypotheses with us: in terms of user experience, the act of payment is involved in emotional cadence whenever visiting to a theme park.
Prior to founding UFA, Amber was a Senior Research Scientist at The Walt Disney Company, leading teams on mobile marketing, market research, mobile computing for location-based entertainment, novel pricing strategies and media distribution in the developing world.Amber helped us in a crucial moment of the concept development phase by sharing her perspective on our very first design ideas. Initially, we were working with the insight that the payment methods should ‘disappear’, proposing biometrics (face recognition or finger print) as a payment method. Amber shared her concerns with our ideas, which then led to develop alternatives.
ACADEMICS
conVerSatIonS
14/15
KIrStIe
MacdonaLdDirector of Events,T in Park Festival
Kirstie works in “Material”, a creative communication agency based in Glasgow, with a satellite presence in London. She is involved in the organization of the biggest music festival in Scotland; “T in the Park”.Kirstie shared a customer survey carried out for 20th anniversary of T in the park, where the festival audience was asked the reason that they enjoy the event. It was clear from the responses that a huge part of the festival experience is spending time with old friends and making new ones. People love T in the Park because they feel they belong there. We asked about the “exclusive camping experience” and Kirstie told us that it has quickly grown in demand since being introduced several years ago. She believes it is because it enables people to enjoy the festival experience without the inconveniences connected with staying in a "real" camping environment.
ORGANISERS
conVerSatIonS
Event Manager,Polish Film Festival
Operations Manager,JUE Art+Music Festival
KuBa
JereMY
Knera
guo
Jeremy has worked for the China-based concert promotion agency “Split Works” since 2006. They organise many events like concerts, different types of festivals and conferences. Jeremy told us that festival industry in China is very specific. In his opinion there is often no conscious thought that festivals need more than just the music and stage, however people are coming to have fun and get easily bored. According to Jeremy, if there are no extra activities people won't return to the festival. Jue outsource ticket distribution, and payment in the festival itself depends on vendors.
Kuba told us that he works both on jazz and film festivals, where the audience is a bit different from big outdoor events. They know what they are coming for and they look for specific value in music or films. Outdoor festival audiences on the other hand, treat festivals a bit like a supermarket- they are wandering around many stages and not deeply invested in the concerts. It is more like a holiday to them; a place to socialise and have fun. Kuba also mentioned that, from his experience, people are interested in experiencing something out of ordinary, eg. interesting locations or added value. He thinks that there are not many acts who can provide enough entertainment just by playing music.
ORGANISERS
conVerSatIonS
16/17
aSIa
WILInSKa Tour guide / Tutor,Experiment Science Park
Program Manager,Glasgow Film Festival
Corinne has been working on Glasgow Film Festival as program manager basically from the very beginning. They started as a small festival, and over 10 years they became one of the biggest film festivals in Scotland. Corrine believes that people are looking for a broad view of what there is happening in film around the world. Glasgow Film Festival want to provide their audience the best quality, but keep it affordable. Corinne told us that they would love to implement new ticketing and sales technology but are not able to afford it. We also learned from her that additional events are their unique selling points, because people are looking for new kind of experience during festivals.
corInne
orton
Asia is a student of biotechnology who has been working in Experiment Science Park for 2 years now. She is a guide and tutor there. Her job is to explain from a science point of view how the particular spots in Experiment works. The idea of Experiment Science Park is that visitors should explore it on their own. Tour guides are there just to assist and explain science phenomena. Asia believes that parent take their kids there because they think they will learn something during having fun. Asia also mentioned that a big part of their visitors are groups from schools. Then kids often are more interested in each other’s company than in the park itself.
Pilot.Essex, England
Head of Human Resourcefor Central & Eastern EuropeKiev, Ukraine
Peter t.
VIctorIa B.
Peter is married, in his mid forties and has 2 lovely daughters aged 5 and a new born.He has visited different theme parks around the world from Disney in the US to the one in Hong Kong and also a few in the UK including Lego Land. His general feedback was about simple pragmatic and logistical issues that he and his family face when they go on such outings. He had a lot to say and his views were quite helpful in the building this case.
Victoria is a single mother with a 14 year old daughter. She is an active socialite, frequents festivals and has also had her daughter accompany her on occasions. A chat with her was quite revealing and gave insights into what people think about festivals and their overall approach to it. She also shared her views on how sees a festival adding value to people’s lives in general referring in particular to festivals in Ukraine. Overall, it was quite interesting to see how her views differed from those in the developed countries.
CUSTOMERS
conVerSatIonS
18/19
ORGANISERS
conVerSatIonS
CUSTOMERS
TOOL
WAITRESS
DRINKDRINK
QUEUE
The timing of our project was somewhat unfortunate, as we began work once all of the major festivals had passed for the year. Oxjam Edinburgh was a small, multi-venue music festival, which we used as a chance to observe behaviour and test our prototyped engagement tools.
On arrival in Edinburgh we collected our wristbands at the principal venue, The Mash House. We found that the queue was not a problem in this festival due to the fact that we were there early and also because it is an alternative festival, hence no crowded people at the same time, at the same place.
In fact, there were three venues performing simultaneously.
Whilst waiting for the concert to start, we took the opportunity to organise how we would proceed with our interaction with customers. We analysed the touch points in terms of payment actions and we could aver that mainly there are three kinds of exchange. Firstly, the step when one buys the ticket –now happens online-. Secondly, the access to the venue –exchange ticket for a wristband-. Thirdly, buy food and finally, buy drinks.
People gathered at the gates with their drinks,
CUSTOMERS
CUSTOMERS
ENTERTAINMENT
ENTERTAINMENT
20/21
quietly chatting and smoking before it opened. We took advantage of this and started handing out our postcards, and inviting people to fill them in. We also tried to play with the die but it was difficult as the atmosphere was not conducive, and people didn’t seem interested. With people who did agree to participate, we quickly realised that the topics we chose were fairly closed, and they resulted in very little qualitative data. The postcards were engaging for users, however the questions seemed basic and limited the scope of responses. Inside the venues, we observed that people moved in groups, unless they were involved in the event, and that they tended to socialise
mostly within these groups. The bar was always busy with people, and we understood the sale of drinks to be important for both spectators and organisers. People did not talk much inside; if they wanted to speak, they went outside, often smoking.
Field research at OxJam helped us think deeply about the role of festivals as institutions of economic and cultural exchange. Working in a likely future scenario with emotional experience at the core of our research, we identified the combination of social interactions with fundraising money as an area for further exploration.
at oxJaM
Event Ticket Purchase
Transport Payment
Entry Band Collection
Queueing for Entry
eVIdence MaP
Queueing for Restrooms
Queues at entrances & activities within an event become frustrating.
An individual’s personal preference about the form of a contactless payment device could hinder use of contactless technology itself.
People fear overspending at these outings and hence would prefer to pre-plan and prepay the whole event.
“I don’t like bulky wristbands.”
“Children might feel like grownups if they used a credit card looking contactless device than a wristband.”
“These Theme parks cost a lot! It
would be nice if one could pre-plan,
decide and pay upfront for everything.
That way I know how much the whole
shebang is going to cost me”
“I’m not sure that users really are aware how much they spend until they reach the ceiling.”
“A theme park is too big! It would be great to pay our rides before we arrive.”
“Restless children in a queue can be quite a handful.”
“Wait in a queue to buy festival currency and then wait in a queue to spend it - annoying!”
Event Interaction
Pain points
Making a payment in a venue where cash is
not always accepted is a big hassle.
The payment method is an opportunity to
improve and enhance the positive feelings
in the user experience, whilst potentially
increasing revenue for the organisation.Exchanging ‘money’ at
such cashless outings is not
currently possible but is
something that is desired.
“Not the top up card, I hate that. It’s
stressful because you either don’t
have enough money…”
Payment with chips doesn’t always
make it easier and faster.
Food & Drink Purchase
Band RetentionPost Event Options
Littered Location
“I would like to be able to
pay any way I want”
22/23
DEFINE
aFFInItY MaP
EMOTIONALEXPERIENCE
PAYMENT &TECHNOLOGY
SOCIALINTERACTIONS
People think it would be nice if these outings offered icebreakers to enable social interactions.
People want to socialise, to interact with another people and feel part of a community.
People look for real social experiences. Reality is an ideal feature into theme parks and festivals.
People fear overspending at these outings and hence would prefer to pre-plan and prepay the whole event.
Technology has current and expected future limits – these are important to research.
There are potential ethics issues when technology payment methods are combined with personal identification.
Queues at entrances & activities within an event become frustrating.
An individual’s personal preference about the form of a contactless payment device could hinder use of contactless technology itself.
Exchanging ‘money’ at such cashless outings is not currently possible but is something that is desired.
Making a payment in a venue where cash is not always accepted is a big hassle.
The payment method is an opportunity to improve and enhance the positive feelings in the user experience, whilst potentially increasing revenue for the organisation. Technology is meant to be as little noticed as possible.
26/27
SYNTHESIS
PatternS tHat eMerged
Visits to Theme Parks and Festivals seem to be motivated by more than just entertainment.
People apparently look forward to meeting new people, making new friends and interacting with these new people in the physical world.
#1
“Meeting random people who love life as much as me and my pals!”
“Discovery: new bands ,new friends, new experiences. It’s what it is about!"
“The pleasure comes from playing along, pretending that you believe in the reality of the environment. All social interactions are performative, you play the social role that you are expected to play in specific situations.”
“I think what makes the theme park experience so compelling, is it is a very real environment. That makes a difference from playing a video game. It is all about real social interaction. It’s all about a very real, material environment that virtual reality cannot yet provide.”
Customer Customer
Associate Professor Thibaut Clement
Associate Professor Thibaut Clement
People today have very little time, which minimises the opportunity for them to actually find and meet like minded people. All the technology in the world has not yet been able to replace real human interaction. Festivals & Theme Parks provide a closed environment where like-minded people willingly congregate. The nature of the outing and the like-minded nature of people offer a perfect setting for enabling those much desired interactions.
SocIaLInteractIonS
28/29
EVIDENCE
reaSonS WHY
Each aspect of a Festival & Theme Park that people come across appears to determine how people interact, feel and react. The experience here is apparently the consequence of the logistics and practical issues that a customer faces as a result of the services provided by a Festival or Theme Park.
#2
“These Theme parks cost a lot! It would be nice if one could pre-plan, decide and pay upfront for everything. That way I know how much the whole shebang is going to cost me”
“A theme park is too big! It would be great to pay our rides before we arrive.”
“Technology is meant to be as little noticed as possible.”
“Children might feel like grownups if they used a credit card looking contactless device than a wristband.”
“I’m not sure that users really are aware how much they spend until they reach the ceiling”
“Restless children in a queue can be quite a handful.”
“Wait in a queue to buy festival currency and then wait in a queue to spend it - annoying!”
“[Contactless payments] can give good results because the experience in the park is based on ignoring daily activities. So the physical act of paying and to having to take the cash or card out is related to emotional downs at the park.”
“I don’t prefer bulky wristbands.”
Customer
Professor Salvador Anton Clave
Customer
Customer
Customer
Professor Salvador Anton Clave
Customer
Customer Customer
PatternS tHat eMerged
reaSonS WHY
Festivals & Theme Parks currently do not have an integrated customer experience. Logistics like entry and other queuing situations within a location are functionally detached and create long queues, which in turn affects the behaviour of individuals or families with children. The food, drinks and rides are not necessarily linked to a ticket purchase. A contactless device is not designed based on the usage habits of a consumer For ex.: Top
up at individual discretion, transferring money to another person or checking balance on a contactless device is currently a huge barrier. The fixed form of a provided contactless device does not cater to individual preference, certain age groups or personality types. Application and use of technology sometimes is not clearly defined, making usage and acceptance a huge barrier.
eMotIonaL exPerIence
30/31
EVIDENCE
The payment technology & methods of interaction provided do not appear to be very user friendly. Academics also have strong opinions on what technology is appropriate for such environments.
#3
“Not the top up card, I hate that. It’s stressful because you either don’t have enough money…”
“I would like to be able to pay (transact) any way I want”
“Payment with chips doesn’t always make it easier and faster”
“If talking about face recognition, it is important to keep the privacy implications as clear and clean as possible and do not collect any personal identification.”
“Face recognition is not strong enough... it still makes errors all the time. It is a computer technology issue and it is difficult to get the accuracy that you need”
Amber Brown,Product & Strategy Lead
Amber Brown,Product & Strategy Lead
CustomerCustomer
Customer
PatternS tHat eMerged
Since people are not able to currently prepay for the trip they are not able to budget. Topping up a contactless payment device is a hassle and many do not like the auto top up facility because one loses track of the expenditure. People want to transact in any way they please, including transferring funds as easily as with cash. People have experienced that chip payments do not always save time. Even though not part of the pattern, security has
always been an outlier acting as an underlying implicit fear, which subconsciously acts a barrier for acceptance.
PaYMentS & tecHnoLogY
32/33
EVIDENCE
reaSonS WHY
FocuS
Planning
Transaction
Provide people the opportunity to plan their outing.
A way to help people understand the venue and it’s offerings.
People tend to share money amongst themselves and this could be an option provided.
Potential in allowing multiple people to pay for a single transaction.
It would help if one could the direct flow of people within these environments.
Is there a possibility to educate children in money at these locations?
Create a means for people to budget their trip.
Interactions
Retention Value
Find a way to eradicate or minimise logistical barriers such as queues.
What if this device was a fashion accessory to be worn everyday?
Maybe these environments can provide means to create interactions amongst people.
Could we allow them to use this device for transactions outside these environments?
What if the device could help strengthen security in the venue?
Can we add some sort of souvenier value to this device?
34/35
deVeLoPMentComparing our themes with the pain points that we highlighted in our illustrated consumer journey, several opportunities or ‘What ifs?’ seemed apparent. We also noticed that the opportunities seemed to form some clusters. So before we began our concept development we clustered our opportunities into 4 main groups:# Planning# Transactions# Interactions# Retention Value
Even though we grouped these opportunities there was significant overlap amongst them. For instance lots of opportunities in planning were linked to specific transactions.
OppORTUNITIES
DEVELOp
CONCEpT
deVeLoPMent & FILterIng
During this stage, we chose not to hold back and to just come up with any idea one can think of without any restrictions. This led to the generation of over 50 individual illustrated concepts. Each idea was rendered through a rough conceptual journey that reflected how it would solve a particular problem or enhance an experience. Given the breadth of ideas we had to think of how to bring them together. To start making sense of all the concepts and narrow them down we decided to filter them objectively based on the insights, patterns and opportunities developed during the synthesis. By doing this we also intended to focus these concepts on our research and solve the issues and pain points that we observed
We separated our ideas in to application categories, to be revisited at a later stage, and narrowed our number of technological concepts to just three.
38/39
SHort LISt
Qr code
geSture
cHIPIMPLant
Visual stamps have been part of festivals and the music world at large; a medium that is already accepted by people attending an event. The QR code technology is efficient and builds on user behaviour that is similar to NFC based devices. It is also recognised by people, which would imply easier acceptance, but does not hold any retention value or possibility.
A fundamental part of body language and culture in general, we felt this was another very interesting manner through which we could create interaction between a user and a device. Since it is just a concept and does not have a preconceived ‘form’ we felt we could mould it the way we wanted it to be using existing technologies or using ones in development stages. Lastly, since the interaction is through gestures we felt it was move favourable to the user in terms of ease of use and acceptance.
Since it came across that people had personal preferences when it came to devices and we were looking at minimising ‘visible tech’ this concept was interesting as a shortlist. The way we saw it, this would imply combining different technologies on to a tiny chip that would then be embedded into a person’s arm. The security would be biometric linked to fingerprints that would be need to be already ‘ID-ied’ and recorded onto the chip prior to embedding. This device would then interact with objects generating payment or social interaction.
the 3 concepts that we narrowed down to are:
Finally after discussion with our tutors and feedback from an academic we were in touch with, we decided to proceed with the concept of ‘Gesture’.
The concept of ‘Gesture’ came up as the best because;1) Gesture was a natural part of human behaviour and hence easier to adapt to.2) It allowed easier and more social interaction possibilities while being able to tackle all other needs/requirements that would be expected.3) It did not seem completely improbable to devise a gesture based device in the near future.
FInaL
40/41
reSearcH
The first thing we set out to do after we agreed on the concept of Gesture was to understand how we could technologically realise it. Here, we decided to as much as practically possible, understand what existing technologies could be made use of while designing our prototype.
From what we understood, a gesture device which would be used for making payments and further interaction in these environments would need to make use of a complex mix of multiple technologies. One would need to use technologies that sensed directional movement, gravity, speed, position, proximity,
GPS tracking, process payments and finally provide feedback for transactions & interactions. The cost of all these would dictate the business model and how the device is provided to the end user. From what we understand it was key to consider technology options that provided the above mentioned features at a much lower cost. If not, the cost of the device would be in question and hence it’s implementation.
The materials out there were endless and at this point we did not know what to look for till we had decided the form.
accelerometer gyroscope ProximityInfrared gPS
42/43
DESIGNtecHnoLogY
crIterIa
deVIce
Based on observations and evidence, we devised parameters that the device should fulfil while providing a rich user experience based on a deep understanding of current behaviour and minimising security concerns. We also developed a developed and added a few parameters that we consider to be important. Below find a combination of parameters we think are essential to make the device easier to be implemented:
• Reducing payment processing time and involvement by either party, mostly for the customer. “Contactless payments is all about making the technology disappear” – Thibaut Clemént, Academic
• Device should be able to provide real time feedback on balance, payment acceptance and transfer. “Not the top up card, I hate that. It’s stressful because you either don’t have enough money…” – Customer
• It should posses aesthetic value to
encourage and desire possession/retention. “I don’t prefer bulky wristbands.” – Customer
• Create social interaction through device. “Discovery: new bands ,new friends, new experiences. It’s what it is about! – Customer
• Increase payment scope beyond singular payment purpose.
• Build on existing backend technology for easier customer acceptance and help minimise new infrastructure costs.
• Materials and technology should be aesthetically appealing but low on cost to keep the cost per device affordable.
• The form should not create any barriers for acceptance.
• All choice of technology and it’s implementation should make minimal use of battery.
44/45
reSearcH
deSIgn
What form would be the most relevant and easy to accept for the device was a big question. So we set out to understand 2 things:1) The form that is currently most accepted and could be accepted in the coming few years.2) What form would be most suitable in closed environments like Theme Parks & Festivals.
What we uncovered was, when it comes to the most accepted form, it is the wristband. It is the most popular form in the market used for various purposes including healthcare, health tracking, running, tourism, etc. including some Theme Parks & almost all Festivals. What was very interesting was that we understood that a wristband has today became a means to express and symbolise participation to a cause or event.
Even though it is a norm in most Theme Parks & Festivals we wanted to see if there was any other form that could be more suitable for such closed environments. Here we understood that handheld devices such as smartphones
were the best options to implement what we wanted to do. This was primarily because all the new smartphones have almost all the latest technology already built-in. Today, it is also ‘the’ device that no person leaves home without.
So we thought an app was the most suitable and almost went ahead with it till we realised that all this technology eats up the battery which is something users are already fighting to prolong. If we added made people use an app then we would either need to provide changing stations which was easy but give the nature of the environment a risk because we assumed that no one would want to spend time charging or leaving their phones behind for charging. Even if people did leave their phones for charging, it would imply no usage or transactions during this period which was not something which would work.
Hence, we went back and decided to choose a wristband as our preferred device form.
geStureS
Before we actually designed our gestures, we tried to understand what particular gestures would be suitable in our environments keeping in mind our audience. What we understood about designing gestures through various kinds of desk research was that we had to keep the following in mind:• Keep the movement extremely simple
for faster retention and to ensure comprehension across all ages.
• Ensure that a gesture seems natural for that particular action.
• Try to use gestures which are currently
part of a culture and build on them.• Understand environment and space that
each gestures will be performed in• Keep the number of gestures to a minimum
to ensure ease of use. People adapt to gestures after repeated use over time and for a device that does not play a vital role in one’s life. If there is a gesture overload, one might not make focussed effort to learn each and every gesture, thereby reducing usage and hence affecting planned outcomes.
crIterIa FInaLISe
ForMIng actIonS
oP
Po
rt
un
ItIe
S&
co
nc
eP
tS
Before we began designing the gestures we had to narrow them down to the actions that each gesture had to perform. So we re-looked and compared our opportunities and concepts we had developed based on the ‘What if’ moments.
Balance CheckPaymentsTransfersBill SharingIdentification for entry and other purposes.
ReservationsInteraction With EnvironmentInteractive GamingSocial Media ActivationNotifications
46/47
We listed down all the actions as under:
Next we had to understand each action and understand the backend implication of each action; how many and what kind of inputs, interactions, feedback etc.? To do this we needed to design the flow of each action. After a lot of trial and errors we designed the flow for each action as shown below:
actIon JourneYS
FInaLISe
1.0 Balance check
2.0 Payments
USER DEVICE
USER DEVICE
User [Touch Input 1.0] > [Feedback 1.0] to be displayed (Implies integration with smart phone or a display screen)
User device [Contactless Interaction 2.0] with 3rd party device to receive signal quoting an amount > User device receives signals and displays [Feedback 2.0] on screen > User acknowledges acceptance to device with [Touch Input 2.0] > Refusal is automatic based on timeout, due to lack of user input > 3rd party device receives [Feedback 2.1] confirmation of acceptance > User device receives successful transaction [Feedback 2.2]
USER DEVICE Generates [Feedback 1.0]
USER DEVICE Generates[Feedback 2.0]
3rd PARTY DEVICE Generates[Feedback 2.1]
USER DEVICE Generates[Feedback 2.2]
[Touch Input 2.0]
+
+
+
[Touch Input 1.0]
[Contactless Interaction 2.0]
3rd PARTY DEVICE
3.0 transfers
4.0 Bill Sharing
User [Touch Input 3.0] to activate transfer> [Feedback 3.0] options to be displayed on screen > User to [Touch Input 3.1] one option > User [Contactless Interaction 3.0] with another user device > Other user device receives [Feedback 3.1] confirmation of acceptance > User device receives successful transaction [Feedback 3.2]
3rd party would need to ‘pre-split’ an amount into the required number of users. This split would need to be made in the 3rd party POS where the multiple splits would be linked to one transaction id . The 3rd party would then individually process the split amount with each user like a normal payment.
USER DEVICE USER DEVICE
USER DEVICE
USER DEVICE Generates [Feedback 3.0]
OTHER USERDEVICE Generates[Feedback 3.1]
USER DEVICE Generates[Feedback 3.2]
+ +
+
[Touch Input 3.0] [Touch Input 3.1]
[Contactless Interaction 3.0]+
OTHER USER DEVICE
5.0 Identification (For entry and other purposes)
User device [Contactless Interaction 5.0] with device at entrance > [Feedback 5.0] acknowledgement on entry device screen > User receives [Feedback 5.1] on device
3rd PARTYDEVICE Generates[Feedback 5.0]
USER DEVICE Generates [Feedback 5.1]
USER DEVICE+
[Contactless Interaction 5.0]+
3rd PARTY DEVICE
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7.0 Interaction With environment
6.0 reservations
Here we see interactions of 2 kinds – Active & Passive:7.1 Active interactions are ones where user chooses to consciously engage with the environment. These are ones where a user performs an [Touch Input 7.1.0] / [Contactless Interaction 7.1.0] to activate a particular function. The input can result in the [Feedback 7.1.0] display of multiple preprogrammed options a user can choose from which leads to a [Touch Input 7.1.1] For example: A user activating the infrared sensor to interact with a band on the stage.
7.2 Passive interactions are those where the environment interacts with user based on proximity without user interaction. These could be used to provide updates, notifications about like minded people, announcements etc. These interactions can be provided as a choice that can be setup through the web interface when one gets the device or through the device itself through prompts from the 3rd party. [Feedback 7.2.0]
Given our device capabilities, user bookings and reservations will need a personal web interface or a web interface located inside the closed environments. Multiple touch screen web interfaces physically placed inside the environments is highly recommended. These interfaces can be used for multiple purposes like way-finding, finding lost children/friends etc. in addition to user bookings and reservations. These bookings and reservations can be done prior to arrival through a web interface. The user can also receive notifications [Feedback 6.0] for these bookings and reservations. This process can be authenticated through the Identification action in the environments. Prior arrival interactions will be regular password based on the web.
Generates[Feedback 7.1.0]
USER DEVICE Generates [Feedback 6.0]
USER DEVICE USER DEVICE+ +
[Touch Input 7.1.0] [Touch Input 7.1.1]
USER DEVICE Generates [Feedback 7.2.0]
9.0 Social Media activation
This scenario could have multiple variations.9.1 Befriending – Action between 2 users:User performs [Contactless Interaction 9.1.0] that activates a particular function in device to enable social media authentication and exchange with another user who has to perform the same gesture for action to be successfully executed. Both users receive [Feedback 9.1.0] confirming the action is processed.
9.2 Tagging a photo – Action between user and 3rd party in environment:User performs [Contactless Interaction 9.2.0] that activates a particular function in device to enable social media authentication with a 3rd party. Both user and 3rd party receive [Feedback 9.2.0] confirming the action is processed.
USER DEVICE
USER DEVICE
OTHER USER DEVICE
3rd PARTY DEVICE
+
+
+
+
+
+
[Contactless Interaction 9.1.0]
[Contactless Interaction 9.2.0]
[Contactless Interaction 9.1.0]
[Contactless Interaction 9.w.0]
Activate Function
Activate Function
Activate Function
Activate Function
Both users Generate[Feedback 9.1.0]
Both Generate[Feedback 9.2.0]
10.0 Notifications
These are signals sent to a users device that activate the display and/or vibration where the users themselves act as passive recipients. Notifications would activate [Feedback 10.0] which could be of display, vibration, sound or multiple combinations of those.
USER DEVICE Generates[Feedback 10.0]
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geStureS
Finally, we had to understand which gestures would perform what action and what touch input would activate or perform what action.After speaking to a technology expert at the school we understood which actions could be activated using gestures and what we would need to do for the remaining actions. It was also apparent that gestures here was more an outcome than technology actually being driven through gestures. People had to ‘feel’ that they were interacting through gestures where in reality the technology actually working to process these gestures might not be necessarily motion driven. For example the infrared sensor which might be used to play games. We also had to understand that based on human behaviour gestures were used to communicate with a 3rd person and not with self. Due to time limitations we could not support our gesture design with evidence but we feel that this would be an essential part to take this project further. Below one can see the gestures and what actions they respectively perform.
FInaLISe
Multi-function button
Display Screen
(Similar to iPhone 3G button)
(Similar to in children bouncing balls)
Base Band
Motion LED
ACTIVATEGESTURE MODE
INTERACT WITHENVIRONMENT
PROCESS PAYMENT
ACTIVATESOCIAL MEDIA
TOUCH INPUT
ForM
1
2
3
4
FInaLISe
After our design research we had chosen our device to be created in the form of a wristband, Now to define what form the wristband took.
We again desk researched what is available out there and there were endless forms, shapes, functions out there. So instead of searching more we went back to the drawing board and discussed what we needed in the band. After many objective discussions based on our actions and their groupings we decided on what features we need in the visual appearance of our wristband.
Here also find stages in the visual development of the our wristband.
1 2 3
52/53
DELIVER
tHe FInaL deVIce
Our final object is a gesture-controlled wristband. The band itself is made from steel, which may be finished in a variety of colours, with an e-ink screen wrapped around the band. The button set in the band surround allows additional control over the device features.
The primary function of the device is the transfer of money, whether between individuals or in payment to an organisation; this is initiated through a gesture, and then confirmed by the wearer using the button. Bills may be split easily by device wearers; simultaneous transactions without the need for individual terminal interaction creates a smooth process, and cuts down on payment time. Based on feedback on
current contactless payment methods, there is an in-built balance function: holding the button will display the available balance at any point.
The device was designed with the specific environment of either a Theme Park or Festival in mind, however we see the life of the device extending long past this. An NFC chip (current contactless payment technology) will be integrated, allowing the band to work without gesture in the wider world. The e-ink display screensaver may be customised, for example - this may be a events attended by the wearer, and may act as a status symbol in a similar fashion to those who continue to wear festival wristbands throughout the year.
DESIGNpROpOSaL
ProPoSed tecHnoLogY
The first thing we set out to do after we agreed on the concept of Gesture was to understand how we could technologically realise it. Here, we decided to as much as practically possible, understand what existing technologies could be made use of while designing our prototype.
From what we understood, a gesture device which would be used for making payments and further interaction in these environments would need to make use of a complex mix of multiple technologies. One would need to use technologies that sensed directional movement, gravity, speed, proximity, GPS tracking, process payments and finally provide feedback for transactions & interactions. Of course price is a huge factor that we need to consider but we are hoping that that like any other technology these technologies will be way more cheaper, if, by the time this sees light of day. The bare minimum technologies we would need to make use of to make the device work, irrespective of it’s form, are:
• Accelerometer (For gesture)• Gyroscope (For gesture)• Proximity sensor (For new interactions)• Pedometer (For new interactions)
• Infrared Sensor (For position detection)• GPS tracking (Not necessarily through a
physical chip)• NFC Chip (Payments outside closed
environments)• Vibrator motors (For feedback)• Minimal sound feedback hardware
(If possible for additional feedback)
Finally, we had to think of the materials that the watch would be made of here as well the cost, aesthetic appeal and battery life would play a fundamental roles in deciding the outcome of this device and so we attempted a bit of research on that. We could not source actual costs again given the time limitations but from what knowledge we could get we propose the materials below:
• E-Ink / Digital paper screen for lower power requirements
• Silicone or & Metal Options to create premium differentiation as base for the e-ink display
• Motion powered LED for illumination without use of battery.
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Prototyping is normally a huge task and from what we understand tremendous experience. We were fortunate to have the help of our Tutor Elio Caccavale, Rachel Sleight and Roy Shearer. With discussions with them and their guidance we began working towards building out first prototype.Here please find a render of the prototype based on the evolution of our concept.
This is a sample screensaverthat a festival can display.
tHe deVIce PrototYPe
tranSactIon MecHanIcS
Device OptionalApp
OptionalKiosk
Integratedwith Cloud
The good part about our concept is that it does not alter the current mechanics of banking and infrastructure. We work with very minor technology additions and we build on the existing mechanics, allowing further flexibility to adapt the mechanics in the future. Below please see the way we see our device functioning in the back end with the existing mechanics:
gettIng tHe deVIce
Web
Register Purchase Pay
Tickets
Add-onsDevice
DeliverPersonalisation
Shop
Bank /Creditcard
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Merchant
uSage InStructIonS
reuSe
Device
Active
Long press
PaymentMode
InteractionMode
BalanceMode
1 2 3
ClickTo confirm
To educate our users we feel the need for a basic draft manual to be provided for them to understand how to use the band. Below is a sample of what it can be. It still would need a lot more work but this is work in progress version.
SERVICEBLUE pRINT
Web
Purchase Pay
Tickets
Add-ons
Shop
Use same Device.
Choose time for device delivery
Confirmationof DeliveryTime (Email)
ShippingCompany
Register Device
Device Registration Confirmation
Data system & Website interface, Device Designers & Manufacturers
Provide network to connect with registration process , Provide & activate accounts for devices
Purchase travel ticket using contactless device
Payment accepted on transport; ticket produced
Payment taken by transport company
Merchant Services
Provision ofsuitable terminalsto accept payment
ATTENDEEACTION
BACKSTAGEINTERACTIONS
SUPPORTPROCESSES
BARCLAYS
FRONT OFSTAGE
INTERACTIONS
LINE OFINTERACTION
LINE OF INTERNALINTERACTION
LINE OFVISIBILITY
PHYSICALEVIDENCE /
LOCATIONTicket EmailConfirmation
Device Delivery
TransportTicket
EnterEvent
Ticket verification & body count
Scanner System
Entry allowed (security)
Friend request on Social Media (gesture)
Connection with Social Media; Friend Request Creation
Social Media, Device Interface Designers, Event Network
Friendrequest
Purchase (gesture)
Payment processed by vendor
Merchant Services
Provision of suitable terminals to accept payment
Payment acceptance by vendor
DonateMoney (gesture)
Big screen & attendee interaction
Payment processed by event
Charity & Designers of Interactive Media
Charity & Designers of Interactive Media
Enter Event
New People
Payment within Event (Goods or Services)
Donationto Charity
62/63
Receivesnotification
Notification
Notification creation,offer creation
DeviceInterface Designers,Event Network
Turn on light(gesture)
Light
Device Designers
Pay partof bill(gesture)
Payment acceptance by vendor
Payment processed by vendor
Merchant Services
Provision ofsuitable terminalsto accept payment
Check balance (gesture)
Balance display on device
Account balance retrieved
ATTENDEEACTION
BACKSTAGEINTERACTIONS
SUPPORTPROCESSES
BARCLAYS
FRONT OFSTAGE
INTERACTIONS
LINE OFINTERACTION
LINE OF INTERNALINTERACTION
LINE OFVISIBILITY
PHYSICALEVIDENCE /
LOCATIONReal-time Discount
FestivalLight
ShareBills
CheckingBalance
Receive Money
Payment transfer
Device Interface Designers
Facilitate balance transfers in / out of device accounts
Notification of payment
Throwing rubbish inthe bin
Bin monitors recycling, notification creation, credit processing
Recycling acceptance notification & recycling credit reciept
Wear device, make purchases using device, use at other events
Payment processed by vendor, Device linked to event network
Merchant Services, Other Event Organisers
Promote contactless payment terminal use (NFC)
Payment acceptance by vendor, Integration of device by event organisers
Receives Statement
Creation of alternative bank statement
Designers of alternative bank statement
Create & send alternative bank statement
Money Transfer Recycle
Device Afterlife
BankStatement
64/65
PaY
Me
nt
en
tr
Y
go
to
Fe
StIV
aL
/ t
He
Me
Pa
rK
Int
era
ct
Ion
WIt
He
nV
Iro
nM
en
t
Ma
Ke
FrIe
nd
S
no
tIF
Ica
tIo
n
Bu
Y t
IcK
et
& r
egIS
ter
Ba
nK
Sta
te
Me
nt
tr
an
SFer
Mo
ne
Y
cH
ecK
Ing
Ba
Lan
ce
Int
era
ct
Ion
WIt
Hd
on
at
Ion
rec
Yc
Le
go
Ho
Me
SHa
re
BIL
LS
66/67
USERJOURNEY
This journey reflects how we addressed most of the pain points currently present in these environments and our attempting at how our concept can also enhance the overall experience.
BuY tIcKet& regISter
68/69
Some people also prefer booking and paying upfront for a lot things.
70/71
TRAVELtraVeL
Pay as a contactless card
would.
Queues at entrances & activities within an event become frustrating.
entrY
reduceQueues
T IN THE PARK
72/73
Wave
People want to interact with others and their environment.
InteractIonWItH enVIronMent
SocialInteraction
74/75
Wave
SocIaL MedIa connectIVItY
People think it would be nice if these outings offered icebreakers to enable social interactions.
Make Friendson Social Media
1
76/77
High five
People think it would be nice if these outings offered icebreakers to enable social interactions.
InForM PeoPLe
organisers would like to be able to interact with large groups of customers in real time.
Get Notifiedalert
3
78/79
PaYMent
Paying at the such outings where cash is not always accepted is big hassle.
Hassle FreeQuick Payment
80/81
twist your wrist
Share a Bill
££
£££
£££
£ £
82/83
SHare BILLS
Spitting bills can be an unnecessary hassle. twist your wrist
People want easy access to how much they are spending.
checkthe Balance
cHecKBaLance
84/85
Press a button
tranSFerMoneY
86/87
People want to be able to transfer money easily when needed. twist your wrist
InstantMoney transfer
donateMoney
add VaLue
88/89
People want more than just music and the stage.
twist your wrist
Help recycle& get rewarded
recYcLe
90/91
enclosed environments like Festivals & theme Parks are ideal for induce new behaviour. Wave
go HoMe
92/93
again, pay as a contactless card
would.
ProVIdeFeedBacK
BankStatement
event ScreensaverPatterns
94/95
NaRRaTIVE CONCLUSION96/97
Friends, attending T in the Park togetherJohn, Ashley, Paula and Daryl are a group of friends,
in their early twenties who attend festivals together.
The group all ordered their tickets individually, and
received their wristbands via post. In the registration
process, they linked their bands, which was easily
done once they registered their social media profiles.
Daryl has struggled to find work recently, however
his parents and friends were able to give him a gift
balance at his birthday and Christmas. He put the
money towards an all-inclusive food option, so that
he could save any extra money for purchasing band
merchandise and extra drinks.
Daryl and John took public transport to the event,
and were able to use their wristbands to pay for the
fare on board. The girls drove to the event, and were
able to access the car parking and camping facilities
quickly using a supervised scanner system, without
leaving the vehicle.
John bumped into some old friends from school whilst
heading for the main stage on the first day; he made
a friend request with his wristband, and was able to
contact them via social media to arrange meetings
later in the festival. Ashley managed to spend all of
her money before the end of the second day, despite
having nothing to show for it. Thankfully, John
was able to sacrifice some of his merchandise, and
transferred her his fun money so that she could buy
some food inside the venue. Because the process was
instant, there was no interruption to the fun of the
event, and everyone got to sit and eat together.
After T in the Park finished, the group were able to use
their wristbands anywhere that accepted contactless
payments They preferred to keep hold of their T in the
Park bands, as they displayed the TiTP 2015 pattern
as the screensaver, and reminded them of their time
there. John, Paula and Daryl booked tickets for 2016
as soon as they were released, and were given the
quick option to use their existing wristbands as their
ticket, the ID for which was attached to their account
after their 2015 purchase.
Currently, the device is in prototyping. Working with current technologies, we’ve determined that the idea is both possible and feasible, and are in the process of seeking feedback from all key stakeholder groups.
Based on our research, we believe that the functionality offered by the gesture-based wristband is desirable for consumers, and brings operational benefits for the organisations. Based on existent systems and infrastructures, we can see that (although costly), Theme Parks and Festivals may overhaul and update systems, where there are operational efficiencies to be made or significant benefits to the customer experience.
Moving forward, we intend to address feedback from stakeholders, using this to improve upon our prototyped product, and minimise any weaknesses in the design.
acKnoWLedgeMentS
Roy Shearer Interactive Prototypes
Studio Technician
Product Development
Animator
Rachael Sleight
Stephen Keane
Victor Rivera
All participants in our Field Research
