Service Design Internship
Throughout my senior year at NC State, I had the pleasure to work for MANN+HUMMEL Group as a Service Design Intern.
MANN+HUMMEL, a global filtration company with headquarters in Germany, identified an opportunity to diversify their product offering by developing a hardware device, Sensor HD, to monitor their filters and provide valuable data to users. The sensor collects information such as air filter capacity, equipment location, engine hours, and system maintenance that is communicated to users through an online web portal and mobile app.
In order to meet the challenge of developing this innovative product that integrates hardware, software, and customer insights, they pulled together a small team of highly skilled and diverse professionals. As a Service Design intern, I had the opportunity to work with this talented team.
My responsibilities focused on the improvement and maintenance of the Sensor HD web portal and mobile application. Through research, wireframing, and sketching flows, I identified improvements to the web portal and mobile application. After discussing these discoveries with my team, we ideated solutions.
I managed our analytics platforms: Google Analytics & Hot Jar. Then, I further synthesized the data into visual tools & charts. I wrote requirements outlines for our developers around the world as well as reported detailed tasks in Jira to support our agile workflow.
A significant project that I led for the Sensor HD team was the development & refinement of Personas. We had done many user interviews and had plenty of market research, but those insights had yet to be concentrated into a quick reference tool.
Within the companies utilizing Sensor HD and in the sales channels promoting the product, I identified twelve key players to analyze.
I separated the personas into their respective groups and defined the key characteristics of the product that would be most valuable to those users. Then I created scales that illustrated the level of importance that each persona attributes to those characteristics.
Defining these personas was an engaging analytical exercise. It pushed me to understand the larger scope of our product and to recognize how each person on our team contributes to advancing the usability and marketability of our product.