Affinity Mapping for Service Design

The project was quite early on within the development of the new zone plan as well a couple of years back. One of the things with service design kind of qualitative message obviously we developed talking to people face to face and now we were looking at okay how do we capture data from surveys so HSL already had a lot of data they they do kind of annual customer satisfaction surveys for example. The transportation engineers who designed the routes would go through the textual feedback that they get regarding a specific bus route, which can be like thousands of lines of open text feedback. They would go through them like shuffle through them one by one in a spreadsheet but it's a lot to take in right?