People Centered Service Experience Design, Design Research + Book Design

Garden on the Go® is a mobile produce deployment program that provides fresh, affordable produce year round to neighborhoods of need in Marion County, Indiana to support IU Health’s strive to improve life and prevent obesity. The goal of our study was to work alongside them to enhance the service by identifying opportunities from the customer perspective. 

Objective

Our objective was to identify and understand the people using Garden On The Go® by experiencing the service through their eyes. Conducting fieldwork involved visiting each location on the Garden On The Go® route in order to gather as much data as possible.

Research Methods:

• Passive observation
• Actively engaging as customers
• Interacting with customers
• Volunteering alongside the Garden On The Go® staff 

Outcomes

• Identification of areas for opportunity to design the service from a people centered perspective

• Development of a matrix as an integrative structure for the understanding of each area for opportunity 

• Visualization of data through storytelling with the use of personas that represented the audience we discovered and illustrated opportunity areas

• A handbook to facilitate the Garden On The Go® teams further thinking, dialogue and action in addressing the established opportunities

Study completed for Service Experience Design I, Visual Communication
Design, Herron School of Art and Design, IUPUI

Faculty Supervisors

• Youngbok Hong
• Helen Sanematsu

Community Centers Research Team

• Ashley Bailey
• Chino De La Rosa
• Juan Flores
• Brian Kumle
• Klemen Matjan
• Jennie Schwartz
• Lindsay Wheeler 

Residential Buildings Research Team

• Mitch Brown
• Chris Corey
• Claire Hevel
• Darren Johnson
• Rachel Mondragon
• Evan Smogor
• Sara Trempe

Skills Utilized

• Design research
• Qualitative research
• Project management
• Recording & transcribing
• Data analysis & synthesis
• Storytelling
• Photography
• Information design
• Copywriting & editing
• Book design
• Print production
• Presentation

Design Research + Method Development

Health Talks is brought to you by Health Matters, a study of the Richard M. Fairbanks School of Public Health, the Indiana University School of Medicine, and the Herron School of Art and Design, Indiana University, in collaboration with IU Health and Garden on the Go®.

Indiana University Team

Research Coordinators

• Youngbok Hong, Graduate Program Coordinator/Associate Professor, Visual Communication, Herron School of Art and Design, IUPUI
• Helen Sanematsu, Assistant Professor, Visual Communication, Herron School of Art and Design, IUPUI
• Terrel Zollinger, DrPH, Professor, IU Richard M. Fairbanks School of Public Health

Researchers

• Ashley Bailey, design researcher
• Brian Crain, design researcher
• Bridget Hawryluk, design researcher
• Andrea Haydon, design researcher
• Nick Walters, design researcher
• Taryn Condon, public health researcher
• Viacony Herzl, public health researcher
• Anne Reynolds, public health researcher

IU Health Team

• Lisa Cole, Manager of Indianapolis Community Outreach, IU Health
• Cindy Lewis, Project Coordinator, Indiana University Bowen Research Center
• Kaliah Ligon, Project Manager of Community Outreach, IU Health

Indianapolis Community Leaders

• Niki Girls, Executive Director, Concord Community Center
• Tysha A. Hardy-Sellers, Executive Director, Edna Martin Christian Center
• Valerie Moore, IHA Program Coordinator, Lugar Tower Apartments & Indiana Avenue Apartments
• Lynn Rogers, Director of Children/Youth, Concord Community Center

Skills Utilized

• Project planning
• Research with human subjects
• Social and behavioral research
• Design research
• Qualitative research
• Research method development
• Participatory design facilitation
• Recording & transcribing
• Data analysis & synthesis
• Photography
• Visual design
• Storytelling
• Copywriting & editing
• Print production
• Presentation