We created a spectrum—Awareness, Acceptance and Action—to guide our customers through the learning of this important problem. We also wanted to make sure there's are touchpoints of varying impacts so customers can be exposed to this issue, and we can provide opportunities for them to take action whenever and with whatever level they're comfortable with.
We came up with a total of 30 concepts, and sought for feedback from our peers.
These were the selected concepts that had most positive feedback.
From this, we did a final selection of solutions to proceed with according. We decided by aligning which of these would align best with the intent that we had:
Transparency of information & Visualization of Impact.
We then mapped our design solutions according to the spectrum and made sure there's an opportunity for customers to learn about this problem at each phase and take action should they be ready to.
The Entire Journey
The following is a system diagram, and accompanying video to illustrate this journey and how each touchpoint incrementally adds contributes to the next.
Below is a breakdown and closer look at each of the touchpoint at the different phase of the journey.