Design Thinking Action Lab

Service with a Smile:

Prototype & Test

Shamik Chowdhury

Problem Statement

The career coordinator at a hotel

school needs to explore ways to equip

her students with adequate knowledge, understanding, skills, and

wisdom, because she wants them to step into the hotel industry with greater confidence and self esteem.

Design Solutions

Prototype # 1

A blended learning

curriculum to leverage

“design thinking” and

“emerging technologies”.

Customized Self-Development Tools

Interactive and Blended Learning Solutions

Existing Student Curriculum

Student Engagement and Participation

Effective Learning Equation

Classroom Training

Online Learning

Benefits of Blended Learning

Balanced development of knowledge, skills

and behavior

More productive analytics, and better results, at same or

lower costs

Personalized learning experience, and better peer-to-

peer networking

Multi-platform accessibility, and smarter use of technology

Continuously adaptable content, and dynamic use of

media resources

What’s in the “Blend”?

Social

Learning

Platform

GamificationOnline

Videos

Classroom-based

Mentoring and

Personalized

Assistance

Custom

Learning

Paths Digital

Media

Resources

Connected.

Informed.

Engaged.

In a Nutshell…

Bouquets & Brickbats

+ Liked the concept of blended learning + Was open to the possibility of redesigning the curriculum to make it more engaging, interactive, and self-paced + Excited about leveraging technology + Found the concept of video-based performance support system interesting + Agreed that self-paced learning would shift focus to “learner-centric” content

What Worked

- Did not understand “social learning platform” - Was not convinced about cost-effectiveness of solution in the short term - Had concerns about technological considerations (LMS, portal, etc.) - Asked whether learners would be keen to explore new ways of learning - Thought the solution was “too big”

Improvements

? How long would it take to implement the solution ? How will you assess whether the solution is effective ? What about students who do not have access to tablets or smart phones ? What is “Nano” learning

Questions

! Do a small-scale intervention with only a part of the curriculum to begin with ! Conduct a survey among teachers and students to assess barriers and biases ! Work out approximate budgets for small-scale, mid-range and full-scale deployment ! Organize a series of trainings to sensitize teachers about their changing role

Ideas

Prototype # 2

An interactive, immersive,

and multi-platform learning

product that applies “game

design” to hotel school

education .

PCs/Macs

iPads / Tablets

Smart phones

H o t e l M a n a g e r

A game-based virtual simulation tool based on the theme of operating a hotel and managing guests

Game On!

Points: 4,500 | Level: 7

H o t e l M a n a g e r

A wide range of gaming elements and interactive learning resources

Menu Features

Maps

Points: 4,500 | Level: 7

Maps – Free-form (exploratory) play mode, with interactive maps that offer assignments, challenges, video learning nuggets, and tips and tricks

Interactive Maps

Maps

Points: 4,500 | Level: 7

Maps – An opportunity to explore hotel features and facilities without getting off the couch.

Animated Videos

Maps – Multiple viewing modes and responsive design.

Responsive Design

Missions

Points: 4,500 | Level: 7

Missions – 0bjective-based play mode, with interactive challenges to test customer orientation, problem handling, time management and communication skills

Level-Up Missions

Problem Solver

Rewards – Multiple outcome based feedback system, with the option of leveling-up, and gathering points and badges .

Rewards & Incentives

Badges

Points: 4,500 | Level: 7

Badges – A wide variety of badges and awards to drive user behavior, and employ game-based rules to trigger rewards, including time-based mechanics, activity missions, and integrated game mechanics.

Points & Badges

Library

Points: 4,500 | Level: 7

Library – A wide variety of learning resources that provide additional information, tips, guides, and further reading related to various game elements and missions.

Library of Resources

H o t e l M a n a g e r

You WIN when you LEARN… You LEARN when you WIN!

Game Over!

+ Loved the concept of “gamification” + Was excited about the possibilities of letting students access information on their phones + Liked the concept of “fun + learning” + Found the “points and badges” system interesting + Liked the prototype concept

What worked

- Wondered whether the effectiveness of solution would be handset-dependent - Asked if the game could be multiplayer - Had concerns about student interpretation of mission outcomes - Asked how the point and badges system could be converted into study credits - What about students who don’t like “gaming”

Improvements

? How long would it take to implement the solution ? How will you assess whether the solution is effective ? Would the game be an app ? How will you capture feedback and queries that are not “scripted” ? How will you convey that there is more than one way to solve a problem

Questions

! Provide “gaming” and “learning” as separate user-defined paths ! Include a game mechanism that allows players to seek help from peers ! Create a functional, low-res version if possible to test user acceptance ! Identify areas within the curriculum that support a “gaming” approach

Ideas

The Proof of the Pudding…

Thank You

Design Thinking Action Lab

Shamik Chowdhury