Double diamond method has been very efficient in the process. It allowed us to center our investigation in finding user’s problems instead of trying to find a solution right away.
By doing questionnaires and interviews, besides the benchmarking analysis and the netnography, we managed to really empathize with EMT’s users and to learn about their frustrations when interacting with the bus service.
We have been able to maintain a good consistency between the objective, the pain points marked in the customer journey, the challenge specification and the final solution. Even though we faced some difficulties when doing the interviews, the sitemap and the flowchart we got to iterate positively and get a good result. The whole process could not have been possible if it wasn’t for every member of the group and the good team work.