ZIJUN LIN
Service & Experience Designer
Service Design Project.
Pathfinders.
Pathfinders delivers a curated selection of Oslo’s offerings to event attendees by combining the knowledge VisitOslo has of the city and event organizers’ knowledge about their audience. To achieve this, Pathfinders provides tools supporting the entire event process, with a focus on planning.
08/2018 - 12/2018 | Group work
Service design project by Zijun Lin, Raoul Koreman, Taaha Bin Khalid and Jacob Bråthen Pettersen.
About the project.
Oslo is host to thousands of events every year, attracting more and more attendees to the city both nationally and internationally. A future step for Oslo is to build on the events and attract visitors to stay beyond the event and experience the city further. Different event attendees have different requirements. However, most events are not staffed nor have it as a core business to cover the needs of all event attendees when it comes to activity outside the official program.
So how can we use the resources in Arena Oslo, which has many members that could benefit from participating as a “co-host” to events and together create a better experience for event attendees?
Research.
Methods.
Interviews.
During the research and prototype for this project, we interviewed numerous people including event attendees and members of the Arena Oslo cluster.
Mapping.
To further our understanding of the situation we were working with we mapped out the cluster members and an overview over events in the region.
User group analysis.
We used information gathered through online media and reports to form a more complete picture of the different event attendees coming to Oslo.
Target users & Opportunity areas.
Our target users are who coming to the city for professional business events. This user group typically consists of “non-locals” that have the event as the core goal of their visit, but have other additional needs.
Take Nor-shipping held in Norges Varemesse as an example, we found four valuable opportunity areas which are planning, booking, event and ending.
Planning
Booking
Event
Ending
How might we promote Oslo at and through the events in the area?
How might we give the event attendees a warm welcome with relevant, practical and engaging information?
How might we help people move freely and confidently between the city and the event?
How might we help visitors make the most of their stay?
How might we communicate with visitors after the event and receive valuable feedback?
Proposal.
New user journey map.
New services.
Meeting
Brochure
E-mails
Stands
Touchpoints.
Meeting tool.
A digital curating tool for VisitOslo to use in meetings with event organizers. The curated content they make together is applied in the other touchpoints.
VisitOslo and event organizers create a set of day-plans, that can be directly put into pre-programmed templates of online brochures and webpages. These brochures and webpages will be introduced to the attendees before the event so that they will be inspired to discover Oslo in the days before and after the actual event. It will also meet them as physical brochures at the event if they have spare time In the meeting between VisitOslo and the event organizer there is a lot of information on attractions, locations and events to go through.
Brochure.
The brochure is based on the content VisitOslo and the event curated together. Out of this content they create day plans that may inspire event attendees to explore more of Oslo and maybe extend their stay beyond the event.
We aim to provide event attendees with a brochure containing information tailored to them and available at the event venue. The brochure contains themed tours and related recommendations in the city, so that attendees can choose options from a pre-selected and more relevant list of offerings.
The content of the brochure will be decided at the meeting discussed earlier and placed in templates with the help of VisitOslo’s current partner creative bureau. The brochures will be distributed at the VisitOslo stand in the venue.
E-mails.
Event attendees receive a number of emails to inspire them to plan their trip and provide tools such as a digital version of the brochure. They also welcome the attendees both to the event and to the city.
VisitOslo Stand.
A stand is distributed by VisitOslo at the event site. The stand will provide basic information regarding the brochure and will also have a poster explaining the content. Through this, visitors who did not plan their trip ahead of arrival can get a chance to explore more of Oslo.
People appreciate the option to talk to knowledgable locals. However, getting contact with the local event attendees proved difficult in many cases. Many of the event organizers also mentioned that they had been interested in somehow promoting the city at their event. A natural approach was to utilize the existing resources of VisitOslo to provide this presence of the city at event venues.
Implementation roadmap.
