Nov. 2018 - May. 2019

Service Design

for Factory Safety

Guideline for a safer working environment

to reduce accidents in the industrial workplace

Keyword : service design | design research | safety design | industrial factory

Overview

- Client : Neonent Co., Ltd.

- Period : Nov. 2018 - May. 2019 (7 months)

- Team : Design researcher 4

- Role : Design researcher at Backstage

- Contribution : user research, concept development, facilitation, validation

Approach

Opportunity

Identification

Concept

Design

Concept

Design

- Desk research

- Field research

- Persona

- Stakeholder Interviews

- Service safari

- Service blueprint

- Co-creation workshop

- Positioning map

- Kano model

- Idea prioritisation

- Service scenario

- As-is / To-be model

- App UX tree

Challenges

Need to propose safety guidelines as the working environment is relatively poor

In the past five years, the number of accidents in the manufacturing industry has been decreasing, but the number of accidents in the manufacturing of metal materials has been higher than the average (about 1.7 times higher). There are different types of accidents in Metal Material Manufacturing such as abnormal temperature contact, hit by objects, collision, narrowness, and work disease

Overview of the target company

• Main Products

: Manufacture of automotive parts, metallic materials

• Total number of employees : 135

• Number of foreign workers

: 51 (more than half of the field positions)

• Number of accidents in one year

: about 10 cases (solutions 1, ideology 3, post-processing4)

Negligence

High Temperature

Communication

Gap

Poor Management

Insufficient management including
equipment, safety training, etc.

The more experienced,
the more insensitive to safety

Need enough rest
and moisture

Impossible to communicate
with most foreign workers

Opportunity Identification

Ethnography

In order to understand the features and the conditions of working movements of the employees, we employed an Ethnography
mindset while recording and taking videos.

Service safari: Experimental user research

Contextual Interview

In order to discover the inner desires, feelings, and attitudes about safety awareness, we selected a total of nine participants to
interview based on their work experience, nationality and position. (4 workers in the Post-processing zone, 4 workers in the Melting zone and 1 manager)

Worker Journey Map

The behavior of workers at each process could be defined through the Journey Map by dividing it into steps from starting work to leaving work. We collected the major risk factors for each process to identify opportunities for accidents

Concept Design

Co-creation Workshop

A workshop was held in order to come up with ideas with the client’s staff. However, because the workers were not allowed to participate in the workshop, there was a mistake made in coming up with provider-oriented ideas.

Co-creation Workshop

It selected eight major risk factors and came up with eight ideas for each element.

Evaluation

In order to select the priority for ideas, correlation evaluation and reachability were conducted with the client’s staff. We were able to agree on the choice of ideas on the spot because we evaluated them with the client.

Kano model for prioritisation

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Correlation Evaluation

We drew the arrows together by writing the reasons for the post-it that were related to one another. More relevance was considered as a top priority.

Value Proposition

Design Guidelines for Factory Safety

COMMUNICATION

AWARENESS

Develop a manual that enables smooth communication between foreign and Korean workers

Regular safety education and signage enable workers to be careful

WELL CONDITIONED

MORE SAFETY

Improve the break room with sufficient and regular break times

Establish a more pleasant and safe working environment

complementary system system for SAFETY

It is absolutely required for the factory to prepare the measures to mitigate the safety risks and it also requires continued attention and management. So far, the majority of design approaches to reduce the safety accident have been made on the visual design area such a designing of simple safety signs. However, now it is required a variety of research case studies that are taken into account of various factors like service, environment, product, and visual aspects to address the root cause of safety issues using Service Design. In addition to this, a safer working environment might be established only when sustainable safety management systems are effectively linked with safety signs, surrounded environment, and the facilities.