Challenge
This project summarizes the collective work of five undergraduate Industrial Design and Service Design students. JCB North America approached SCAD with hopes to increase sales, build customer loyalty and establish recognition within the United States market by making improvements upon their factory tour experience.
Who is JCB?
JCB is a family owned company that specializes in designing and manufacturing quality construction, agricultural and material handling equipment. They sell and manufacture globally and in 2006 built a manufacturing plant in Savannah, GA with the intention of entering the American market. JCB thrives off customer service and satisfaction through building a close relationship with their customers and distributors.
Exploration
Immersed ourselves in the environment took note of our perceptions, emotions and observed the experience. This helped us identify pain-points to later gain opportunity moments within the tour.
Conducted contextual interviews with the workers at JCB to hear their stories, passions and motivations. This helped us gain focus and understand who JCB is through getting to know the people who work there.
Ideation
Affinity diagrams and mood boards were used to define qualities of JCB as a brand. The factory floorplan was used as a game board to explore when/where to present information through various mediums. Storyboards helped visualize the customer journey and the interactions that occur.
