#and bottom growth is ongoing so thats fun

[slothmonth]

Sooo, I'm almost two months on T now

Things are progressing simultaneously faster than I expected and slower than I'd like. But then I guess that second part is normal.

I'm definitely getting some hairs on my chin and the hint of a moustache (basically only visible from up close.) That's early, from what I've heard and I'm not complaining. Body hair growth is also progressing. Sloooowly.

My voice has now definitely dropped a little. But it started out relatively deep, so it's been quite helpful for passing already. I've been read as male sometimes for years now (even before I knew I was trans), but in the past three weeks strangers have adressed me correctly way more consistently, including on the phone yesterday where I introduced myself with last name only.

I'm at that stage where I'm never quite sure what I'll sound like when I open my mouth, though. Less so when I'm speaking calmly, but the moment I'm trying for anything but "low and monotonous" all bets are off... I've broken down laughing when singing in the car several times now.

[mariearthibonnie]

Week 1

Class

Service Design:

Customer Service

Working for or with people

Designing for someone to interact with the service

Offering: Holistic offering (physical (store, food, product, environment), emotional, interactive, channels, technology)

People

A user’s experience in a sequence of interrelated actions

Behaviours (attitude of the crew, how they are to you), Processes(clunky systems, relearning things), Systems & Tools (Koru Club), Subject expertise

Worst experience:

Solution:

To create a better environment for the worker and make them feel better about working there

Creating an open safe space for workers

Motivate people to do better (for uber and waiter)

Solution:

Should have better training and qualifications.

Better gps, that shows you better access system

The pit:

      Ted Talk:

Design for meaning

Powerful with its meaning and place

Empathy: knowing their needs, experiencing it themselves and knowing their needs and how they work

Time is the medium

Tikanga: rules, norms, how you can tackle it

Navigating Ambiguity: finding what is wrong and fixing it

Media Agnostic Approach: Open to all and any learnings

Metrics - Effectual(does it work in all sorts, does it leave an impact, does it make a change to that person(meaningful change) ), Sustained(this is something that happens always not one off not spectacle), Two-Way(can go either way, good or bad)

User-Centered: Your customer’s customer is whom we are designing for, the target audience in the end

Brief:

Dominion Post (East-West) - Ferry

To improve the service and experience for the people using the ferry

Design Ethnography:

Before, During & After

Think of the service journey. Time as medium. (Where, When, Planning, How, Bookings

Document It

When observing People

Behaviour. eg sequence of steps that taken

Context. eg what clues does the environment yield?

Attitude. eg what aspects of the service elicit strong emotional responses?

But initially, focus on your own experience, then focus on the others too.

Four Ps:

Product

People

Processes

Partners

Competition: Te papa vs somas island, car vs ferry

Context & Marco-Trends

Homework

The Customer is the product (Reading):

Experiences can offer enjoyment, knowledge, diversion, and beauty, but more than the desire for such memorable qualities drives the Experience Economy

To be affected by the experience, the person/customer must have been left with an impact

The changing nature of labour drives the demand for new kinds of economic experiences.

An example: “A person is not paying for a gym membership to experience the physical pain but for an ongoing exercise system to help with their physical well-being”

These experiences that are provided by a good service only last for a short period of time which is why people want something beyond it.

Companies value their economic growth much more than the goods and services. Project methodologies command far lower fees than offerings, which promise a large- scale change.

Economic activity is shifting further and further away from the goods and services. The companies who follow this and stage their experience and not know the affect they have on people will create less enjoyable experiences for people when doing it more than once.

Welcome to the commoditization of experiences: “Been there, done that…”

The Progression of Economic Value Revisited

When understanding the person’s needs and actually changing the experience to their desired needs, thats when the experience leaves a good affect on the person being impacted.

As multiple experiences emerge and compete with one another, the companies staging the events will realise that any experience can become the start of a new offering that triggers a transformation

“When you customise an experience you change the individual”

“Transformation offerings will emerge across almost every part of the service sector”.

Discovering the Distinctions, Part Two

“Transformations are as distinct from experiences as experiences are from services”.

To understand the five economic offerings, consider the following:

Ferry Trip to Days Bay and Back (28/02/19)

So today we went to experience the East by West ferries. It was a 15°C day with southerlies wind. A lot of waves in the ocean.

Me

Me holding onto the wooden seat of the boat as it rocks side to side.

Me trying to take photos of the experience me and my team mates had but the wind was being annoying.

I have personally been on these ferries twice before. This time I went I really paid attention to everything going on as I was much younger the last two times.

Office and boarding:

Ferry Office

Inside the office where you can buy tickets, ice-cream, drinks and more. There were also brochures of the rides available. They had i-site of Wellington type thing in the brochure area.

The boat at berth waiting for its next trip.

Team member boarding boat.

Team member boarding boat.

When buying the tickets at the ferry office the girl was very approachable and seemed nice. The conductor was friendly and looked like he liked what he was doing genuinely.  He also introduced us to the ferry, its journey along with the facilities available.

The driver/caption of the ferry was not very talkative but was friendly to those whom talked to him.

As soon as starting the boat they play the emergency procedures, I found this good as cruises like Interislander and Bluebridge don’t do this.

Space & Seats:

Team members on the boat getting ready for it to go.

The front of the boat with the captain.

People boarding the ferry.

The boat itself was very spacious with nice comfy couch type chairs at the bottom and wooden seats at the top of the boat.

Back of boat.

Top of Boat:

Photo taken from side to show the front and side. 

Photo taken from front to show the back.

Team mate having a blast.

Stairs to go up stairs onto the boat

Marie wanting to sit back down as the boat starts shaking a bit too much.

The waves the boat produces at the back as it sails along.

The top of the boat is open to enjoy the views around the ocean. We as a group decided to enjoy both the areas. Whilst being at the top it was very windy so the boat would swing side to side, it was pretty scary. Some of the photos at the top show how bad the wind truly was as we are holding onto dear life. The thing about this experience is that, technically its nothing to do with Easy by West ferries as it was the wind that caused the shaking. However, it would of been nicer if they took it slower to help with the shaking.

People

When observing the people around me in the ferry they seemed pretty chill (seen in the photos above). They were just enjoying their day and seemed to be happy with the service. The ramp available from Queens Wharf was quite big and steady and seemed to accessible for all types of people, however when getting of Days Bay, it was from the top and the accessibility wasn’t as great on the ramp as it was very small and would not be good for everyone.  

As it was a day in Wellington with southerlies the boat shook alot from left to right. Being at the top seemed to be much scarier as you could see the shake also. 

Somes Island stop

That is when people started to sit on the ground as they started to freak out. However, there was really good customer service. The guy who was helping the Captian came out onto the top of the boat to see if everyone was good and if they needed help getting down the boat.

Food

The boat had the facilities of food. They even have different types of cruising like: lunch, curry, dinner cruising. This photo was from the office they took this food in to the ferry for the people in the ferry to buy. 

If people were to consume food on the boat, they had the chance to recycle the waste. This was good that East by West ferries do this as a macro trend that is becoming much more popular these days is recycling.

School Commuter

The ferry is part of Metlink and is another part of public transport for those who live and work in Days Bay, City or Somes Island. There are schools in Eastbourne and some of those kids from the school take the ferry. When we boarded the ferry back from Days Bay the kids were taking the ferry back. They seemed to be having a blast: eating, playing games, napping and just having fun.

The kids were also allowed in the crew only area. They seemed to know the guys who were in charge of the ferry well. The kids were sitting on the bench near the controls with the crew. They were all just chatting along having the time of their lives. It was so fun watching this as the crew did not mind the kids and were very engaging with them.

Exploration in Eastbourne:

Arthi