Tribe Mgmt.
Service Design-
EMPLOYER
Tribe management
ROLE
Lead service designer
TEAM
Ryan Betts (Director of product),
Fiona Therrien (VP of mgmt)
Managing shared living spaces and properties in
Vancouver has been notoriously stagnant for many years.
This has led to dissatisfied communities and disengaged staff.
Tribe management aims to change the status quo by developing
community-centric services and innovative technologies.
Research
Discovery
Understanding the team’s motivations and processes was the primary focus as Tribe developed their technologies.
Iterative design cycles followed research until efficiencies were created and stakeholders were happy. Each process examined demanded unique solutions which were discovered by utilizing user experience research methods such as shadowing, mental models, theory of change frameworks and co-creation activities. Once appropriate solutions were parsed out the product team and I would collaborate and prototype new features to eliviate pain points and create delightful experiences.
User-centered approach
Theory of change models (ToC) and co-creative work were integral to my process at Tribe. The ToC not only made our team discuss our assumptions, it allowed us to discover gaps in our approach. This tool also allowed for us to plan the intermediate and practical steps to achieve the sometimes ambiguous and lofty corporate goals. Along with job stories and ToC models user experience maps were created to examine the current state of processes and tasks and then to plan and innovate the future state.
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Pocket guide
The guide is a high-level overview of Tribe’s day-to-day operations. It is a living document, iterated on and edited as the company grows.
One of the results from our research was the hand held process manual which outlines who Tribe is as a company, operational roles, tools and technologies as well as the high-level view of processes and responsibilities. It was created to be a living document revised annually with the changing needs of the industry.
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Prototyping
Co-create, test, iterate and see what sticks.
Based on the knowledge gained after researching and implementing changes internally, new features or improvements would be wrieframed and mapped out, prototyped and tested in house.
