"Critique & Redesign the Pawnshop service using Service Design methodology."
SAUMIL BHANDARI MSc Product Design Engineer
TABLE OF CONTENT
CRITIQUE 1) The Service 2) Primary Research 3) User Persona 4) User Needs 5) User journey 6) Stakeholder Relationship map 7) Service Map 8) Service Blueprint 9) SWOT analysis 10)Service Critique 11)Insights to Opportunities
REDESIGN 1) Stakeholder Relationship map 2) Service Map 3) Design 4) Final User Journey 5) Final Reflection Bibliography
THE SERVICE money
PAWNBROKER
BORROWER
goods
What - Pawnbroking involves borrower pledging goods as security for a short term loan. The pawnbroker provides the individual with cash, in exchange for custody of specific goods, with redemption of goods by borrower possible at some future date in exchange for payment of an agreed amount. How - A typical transaction begins with the potential customer coming into a pawnshop with the item the individual wants to pledge. The pawnbroker and the borrower will then negotiate an amount of money to be lent against the item(s) pledged. What if - If the period of the loan expires and is not extended, and the goods are not redeemed, the pawnbroker is able to offer the goods for sale as soon as practical and so as to receive the best price reasonably obtainable.
PRIMARY RESEARCH
Pawnbroking thrived in ancient Greece, as a method for shop-keepers and merchants to get their businesses off the ground.
1700s BC
The patron saint of pawnbrokers is St. Nicholas, the 4th century Greek bishop famous for gift giving.
First emerged in Shang Dynasty China as a method of granting short-term loans to peasants.
1000s AD
00s BC
700s BC
Under Roman Empire, pawnbroking got its name "pignus" for pledge. Clothes were pawned by the working classes.
England's King Edward III famously pawned his jewels to the Lombards(a germanic tribe who ran a kingdom in Italy) in 1388 to help finance a war against France.
300s AD
Pawnbroking arrived in England with William, the Conqueror.
In 1450 the Monte di Pieta movement Began in Italy. This charity pawnbroking Service was run by Franciscan monks Instead of interest,borrowers made contributions to church coffers
1800s AD
1400s AD
1400s AD 1300s AD
Pawnbroking flourished during the Industrial Revolution .In 1750 there Were 750 pawnbrokers in England, By 1850 they numbered over 4000.
1400s AD
The Lombards and Medicis,also based in Italy ,were prominent money lending families throughout the 14th and 15th centuries. Three golden balls symbols became the sign. Pawnbroking was known as "the Lombard".
The Consumer Credit Act of 1974,which modernised the 1872 Pawnbrokers Act , paved the way For revival of the trade during 1980s credit boom and economic downturn of early 1990s
1700s AD
Queen Isabella of Spain put up her Jewellery as collateral to fund Christopher Columbus expeditions to the New World
2000s AD
1900s AD
The Pawnbrokers Act of 1872 established Regulations protecting pawnbrokers who Inadvertently sold stolen items. This act also stipulated the amount of interest that could be charged on pawned items.
According to National Pawnbrokers Association(NPA), there are about 800 Pawnbrokers in the UK. Since the 2008 recession this number is growing at a rate of 10% a year.
USER PERSONAS
Conducting ethnographic research using observation techniques, interviews and engagement tools led to identification of user categories. Four different user profiles were created that generalise that genre of motives and socio-economic status of all users of Pawnshop. 5W question framework was used to decipher user's expectation with the service.
An important insight from user persona is that unlike the traditional pawnshops that were tabooed and only people from lowest socio-economic sections used the service, today, there are users from comparatively richer sections of society that use the service for different motives.
USER PERSONAS
Mrs. Amanda Williams
An unemployed single mother aged 35. Lives with her three children. The Glasgow city council pays her bills for her. She is emotionally unstable after breakup with partner.
Mr Tom Winters
A traveller and a musician aged 22. Lives with his girlfriend. Lives by the money from music shows and busk donations.
Mr. John Whittet
An ex-transport officer now retired. Spends holidays in warmer countries. Lives with his wife. Often plays golf with pals.
Mrs. Natalie Hush
A single mother of two who works as a receptionist. Often goes out for dinner with work colleagues. Also, takes her children to movies on weekends.
USER NEEDS - 5Ws
What Who When WhereWhy -
Daily expenses. Mrs. Amanda Williams During last week of month. Close to her house so she does not need to pay for transport. She is run out of cash before the benefits from city council reach
What Who When WhereWhy -
Flight ticket. Tom Winters Spontaneous. Close enough so he does not need to pay for transport. For travelling.
What Who When WhereWhy -
Security for valuable assets. Mr. John Whittet Usually during winter season in UK. Somewhere close, so he can easily access as he is old. Thieves might break into his house while he is on vacation.
What Who When WhereWhy
Ticket for event. Mrs. Natalie Hush During last week of the month. Close to her house so she does not need to pay for transport. She wants to take out her children to a music event but her salary did not arrive yet.
USER JOURNEY
Mapping a user journey is an iterative process. A lot of times new questions need to be asked to further know details about the user journeys. Hence, co-designing with users is an important approach for designing services. The user journey tries to quantify user's experience by gauging their reactions to engagement with the service. The ultimate intention is to identify pain points for the users and its causes.
The user journey brings three major pain points to the surface namely - the need to carry an identification card, pawnbroker offering a low price for item and lastly, few pledger never returning to reclaim their pawned item. Also an important insight that became apparent was that the service enters a hibernation period after the start of pawn contract till it finishes. The pawnbroker is in no contact with pledger.
USER JOURNEY Pre Service
Journey Stage
Needs a place to safeguard his jewelleries from thieves
Needs money to take children out for a musical
Touch Point
Emotion State
Reach Pawnshop
Tries to find an item she can pawn
Plans to travel with his girlfriend
Service Period
Reach Pawnshop
Pawnbroker Rejects
Pawnbroker & Pledger accept the deal
Service Hibernation
Go Home to get identification card
Sign Contract
Reach Pawnshop
Pawnbroker & Pledger accept the deal
Sign Contract
Reach Pawnshop
Rejects the deal given by pawnbroker
Search other Pawnshop
Pawnbroker & pledger accept the deal
Service Exit
Sign Contract
Exchange guitar for money
Buy flight tickets
Exchange jewellery for guitar
Travel to South Africa
Reach Pawnshop
Pawnbroker & Pledger accept the deal
Exchange speakers for money
Buy food, Pay bills
Receive money allowance from city council
Go back to Pawnshop
Go back to Pawnshop
Complete contract by paying total interest
Reach home with jewellery
Exchange jewellery for money
Buy tickets for the event
Receive her salary next
Complete contract by paying interest
Reach home with speakers.
Never Return !
Extend contract via phone
Sign Contract
Go to pawnshop, Complete contract by paying interest
Reach home with jewellery
USER JOURNEY Pre Service
Journey Stage
Synthesize Data
Journey Stage
Synthesize Data
Journey Stage
Synthesize Data
Journey Stage
Synthesize Data
Service Period
Reach Pawnshop
Tries to find an item she can pawn
CAPTURE Trying to find old electronics, cutleries for pawning tomorrow. UNDERSTAND Needs some immediate cash. DEDUCE A lot of valuable assets are accumulated at home over time.
Plans to travel with his girlfriend
Reach Pawnshop
CAPTURE Runs out of extra cash to go out for events during later stages of month. UNDERSTAND Going out is important and cannot be compromised. DEDUCE Pawnshop service serves as a pit-stop for people with quite diverse motives for using the service
CAPTURE She forgot her identification card, hence the pawnbroker did not deal with her. UNDERSTAND Identity card is the compulsory requirement. DEDUCE Pawnshops keep a record of pledger's details before signing contract.
Pawnbroker & Pledger accept the deal
Service Exit
Go Home to get identification card
Pawnbroker & pledger accept the deal
CAPTURE Curse herself for forgetting the card. UNDERSTAND Poor user experience. DEDUCE Few rules can destroy the user experience but are essential for safe working of service.
CAPTURE After few request for negotiation she accepts the price offered by the pawnbroker for the speakers. UNDERSTAND Not in a situation to negotiate DEDUCE Pawnbrokers can often exploit the pledger's vulnerability..
Sign Contract
Exchange guitar for money
Sign Contract
CAPTURE Pawn ticket is issued to sign an agreement of 31 days. UNDERSTAND Pawn Contract is the only legal paper that marks the agreement official. DEDUCE Pawn-ticket helps pawnbroker track the pledger in-case of a fraud.
Buy flight tickets
Exchange speakers for money
CAPTURE Feels relieved after receiving cash.
Buy food, Pay bills
Receive money allowance from city council
Never Return to Pawnshop
CAPTURE Either she forgot to save money for paying interest or she is not bothered about reclaiming the speakers UNDERSTAND She is not capable of planning her expenses DEDUCE Often poor emotional state leads to overspending on food which can lead to over spending.
CAPTURE Immediately go to supermarket to buy groceries and drinks for children UNDERSTAND She needed immediate money badly. DEDUCE Pawnshops is helping people in bad financial conditions.
Never Return !
CAPTURE Happy with the price pawnbroker gave for his guitar UNDERSTAND The price was enough for him to buy tickets DEDUCE Th motive of pledger for proposing an intelligent deal for the pawnbroker instead of considering than the market value of the item.
Reach Pawnshop
CAPTURE Needs a place to safeguard their precious jewelleries from thieves UNDERSTAND Not too much bothered about the money he gets in return. DEDUCE Pawnshop also serves the comparatively richer sections of society.
Needs money to take children out for a musical
Pawnbroker Rejects
CAPTURE Walk her way to pawnshop. UNDERSTAND Pawnshop is near to her house. DEDUCE Traditional pawnshops generally open near poorer communities.
CAPTURE Wants to pawn his guitar to travel across South America UNDERSTAND Spontaneous travel DEDUCE Pawnshop is a service that can provide cash for spontaneous travelling.
Needs a place to safeguard his jewelleries from thieves
Service Hibernation
Pawnbroker & Pledger accept the deal
Sign Contract
Exchange jewellery for guitar
Travel to South Africa
Rejects the deal given by pawnbroker CAPTURE Pawnbroker offers a very low price for her precious jewellery. UNDERSTAND The knowledge that her jewellery is worth more than being offered empowers her to negotiate better. DEDUCE Technology can play an important role in giving this knowledge to other people.
Continue vacation
Go back to Pawnshop
Complete contract by paying total interest
Reach home with jewellery
CAPTURE Upon request, pawnbroker extends pawn contract via phone. UNDERSTAND The service extend the contract in case of emergency. DEDUCE The pawnbroker updates the pawn contract in his copy of pawn-ticket.
CAPTURE The behaviour of the pawnbroker is kind to him than other poorer customers. UNDERSTAND Pawnbroker offers better service because of pledger's better chances of paying interest. DEDUCE The service can provide different experiences based on one's socio-economic condition
Reach Pawnshop
Extend contract via phone
Search other Pawnshop
CAPTURE On google search she finds a lot of pawnshops but she has to take buses to reach them. UNDERSTAND Many pawnshops have a website. DEDUCE Technology can play an important role in giving this knowledge to other people.
Reach Pawnshop
Pawnbroker & Pledger accept the deal
Sign Contract
Exchange jewellery for money
Buy tickets for the event
Receive her salary next
Go to pawnshop, Complete contract by paying interest. CAPTURE She reclaims her jewellery by paying interest. UNDERSTAND Builds trust relationship between pawnbroker and pledger, often leading to better deals for next time as well as for other pledger DEDUCE Builds trust relationship between pawnbroker and pledger
Reach home with jewellery
STAKEHOLDER & SERVICE MAPS
These maps are used to understand the service on a system level. Questions like "How the user organizes himself to deliver to user's expectations?" need to be answered. The maps often visually describe the hierarchies between different stakeholders and their actions towards each other. The modus operandi of this inquiry is to know whether the pain points in user's experience can be solved by improving relationships of the service owner with other stakeholders.
Preparing service map unearths an important insight. All the while the pawnbroker stores the pawned item in his storage, the item indirectly costs him through bills for the storage space. Hence, the pawnbroker offers low price to pledger to compensate for bills paid. In other words, a perfectly useful product gets locked up in a room and incurs cost to the pawnbroker.
STAKEHOLDERs Police Pawnbroker City Council
Pledger
Resale Customer
Financial Conduct Authority National Pawnbrokers Association Bank
Pay Day Loan Big Retail Store Staff Bills
Community
RELATIONSHIPs Money Competitor Legal Technical Professional Security Global
SERVICE MAP 1 ACTORs
Unclaimed item
Police
City Council Financial Conduct Authority National Pawnbrokers Association Pawnshop Retail
Money Pledger's Info. Registration Docs.
Pawned Item Storage
Pawned Item
Staff
Legal Docs. Bills Monthly Report Money
Set Resale price
Pledger
TOUCHPOINTS
E-mails
By Post
In person
Unclaimed item
SERVICE MAP 2(Zoomed in) ACTORs Pawnshop Retail
STORAGE Pawned Item Storage
BILLS Staff
Bills
ACTIONs
Transfer
Meet in person
PLEDGER PAWNBROKER
Feed into Computer Sign Pawnticket Exchange money for item Pay by credit card
Set rescale price Pay cash
CUSTOMER PAWNSHOP RETAIL
Walk
SERVICE BLUEPRINT
These maps contain visual description of the overall functioning of the service against a time-line. The map divides the service into two broad layers namely the service as experienced by user-VISIBILITY LAYER and the service as experienced by the service owner - BACKSTAGE LEVEL. Service Blueprint is a framework to simplify the complex functioning of a service and gain insights towards making the service run more smoothly.
An important insight that becomes visible through service blueprints and earlier maps is that the pledger often are unable to track their debts which increases with every passing day. Being able to manage their expenses the following month will ensure that most of the pledger return to claim their pawned item. This will create trust in the Pawnbroker over a period of time and can encourage him to offer better price for the pawned item.
SERVICE BLUEPRINT
PRE SERVICE
SERVICE PERIOD
Needs money to take children out for a musical
Reach Pawnshop
Rejects the deal given by pawnbroker
Search other Pawnshop
Reach Pawnshop
Pawnbroker & Pledger accept the deal
SERVICE HIBERNATES
Sign Contract
Exchange jewellery for money
Buy tickets for the event. Receive her salary next month.
SERVICE PERIOD
Go to pawnshop, Complete contract by paying interest.
EXIT
Reach home with jewellery
VISIBILITY LEVEL
Pledger
Request National Pawnbroker Association for membership
Send list of all pawn contracts since last week to Police
Sign documents
Propose a deal after assessing item's value
Propose a deal after assessing item's value
Respond to theft queries from police
Print Pawn Ticket
Inform the pledger of existing debt
Enter Pledger's details on computer
Give back the pawned jewellery
Pawnbroker
BACK STAGE LEVEL
Assist the police into the storage room
Transfer the item to storage
Transfer the item from storage
Staff
Request pawnshop for list of all pawn contracts since last week
Police
Match the online details from pawnshop with existing records of complaints for stolen items
If identified, confirm the pawnshop of the theft.
Visit Pawnshop. Fill a permission form to enter storage premises.
Take the storage item from pawnshop to police station
Inform the real owner to collect their item from police station.
Catch the thief from the identity details obtained from pawnbroker
NPA National Pawnbrokers Association (NPA)
Visit the Pawnshop
Grant membership
Advice on running a successful pawnbroking business
Organize meeting of NPA members.
Organize meeting of NPA members.
Receive other customers for resale items.
SWOT ANALYSIS
STRENGTH
A service for the lowest socio-economic group of society. While the service acts as a boon for the lowest socio-economic group of the society it also caters to other sections of society
WEAKNESS
The service often leads to financial exploitation of the pledger by the pawnbroker by offering bad price in return of items. The service like any informal trade market charges high interest rates. Pledger has no obligation to return to claim pawned item
What if the pawnbrokers were open to various items that are at disposal at every home like furniture, utensils.
What if the pledger can be in a better position to negotiate better deal with pawnbroker
OPPORTUNITY
With most pawnbrokers only pawning item like jewellery, pawnshops are shifting their focus from the lower socio-economic groups of society to comparatively affluent sections of society.
THREAT
SERVICE CRITIQUE Pawnshop is one of the oldest professions of the modern civilization. It is a service that aids the people effected by the economic imbalance in society. Though the service officially began in the 18th century, it is relevant even for the present times. With today's capitalist and materialist economy, natural resources are commoditized into products for profits rather than actual need. Hence, the service in today's times provides a n opportunity to become a second hand goods market and hence help avoid the wastage of working products for new ones. The TronPawn pawnbroker is also one of the oldest pawnshops in Glasgow. As a result it has lot of old customers. The service is run by a staff or two to four including the pawnbroker. The interaction between the pawnbroker and pledger is too bitter at times. I believe it is also due to unavailability of information on the hands of the pledger about the product he wants to pawn. Hence, he becomes vulnerable to exploitation by pawnbroker. Another reason for the bitterness on the side of the pledger is the distrust on the pledger whether he would return for claiming the pawned good or not. For a pledger it is to his interest if the pledger obeys the pawn contract. This same reason was also the main reason the pawnbroker offered bad deal. I would be interested in exploring the role technology can play in connecting the pledger and pawnbroker even when the service hibernates. Lastly, a lot of pledgers get rejected by the pawnbroker for the unsuitability of the item pawned begin pawned. The situation is so worse that a lot of pawnshops have been reduced to jewellery pawnshops. The two main reasons are the unavailability of the enough storage space for bigger items and secondly the item being pawned should be potentially resalable. To further understand this problem, I wish to further explore the second hand market potential in by researching other similar markets where second hand good are sold. These kind of markets are very common in music festivals or Sunday markets like the famous Bricklane market in London.
INSIGHTS TO OPPORTUNITIES
INSIGHTS
INSIGHTS
INSIGHTS
Pledger's never return to claim back their pawned item as they are unable to plan their expenses for the following month which makes them incapable of returning to pay interest.
A potentially valuable item pawned at the storage only incurs cost to the pawnbroker in the form of electricity and rent bills for the storage space.
A lot of touchpoints are physical paper which if get lost/damaged or forgotten can lead to a terrible user experience.
OPPORTUNITY
OPPORTUNITY
OPPORTUNITY
What if they could download an app that updates on the debt remaining and the number of days left for the contract.
What if the pawned item could generate revenue for the pawnbroker instead of a liability. After the pledger signs the pawn contract, the pawned item is rented to another user for a short time.
What if a digital touchpoint in the form of an app could be used to enter pawn contract details, pledger’s identity details.
REDESIGN
Two stakeholders are added to the service namely the short rent customer and the app developer. The short rent customers helps create revenue for the pawnbroker while the item is pawned under contract. The pledger while signing the contract has the choice of allowing his item to be rented to other customers which then decides the price offered by the pawnbroker. Secondly, the Pawn App is run by the National Pawnbrokers Association in collaboration with the app developers.
STAKEHOLDER RELATIONSHIP MAP STAKEHOLDER Police Pawnbroker City Council
Pledger
Resale Customer
Financial Conduct Authority National Pawnbrokers Association Mobile App Developer Bank
Pay Day Loan Big Retail Store Staff Bills
Community
RELATIONSHIPs Money Competitor Legal Technical Professional
KEY
Security Improvements Made
Global
SERVICE MAP ACTORs Pawnshop Retail
SHORT RENT CUSTOMER
Pawned Item Storage
Staff
Bills
ACTIONs
Transfer
Meet in person
PLEDGER
PAWNBROKER
Feed into Computer Fill E-Pawnticket Exchange money for item Pay by credit card
Set rescale price Pay cash
KEY Improvements Made
CUSTOMER
Walk
As evident by the service blueprint the pawnbroker is able to rent the pawned item while the pledger pawn contract is valid. The new service also ensures safety of the rented item by recording short rent customers credit card details. On the other hand, the Pawn App helps the user track the increasing debt and number of days remaining for
SERVICE BLUEPRINT
PRE SERVICE
SERVICE PERIOD
Needs money to take children out for a musical
Reach Pawnshop
Rejects the deal given by pawnbroker
Search other Pawnshop
Reach Pawnshop
Pawnbroker & Pledger accept the deal
SERVICE HIBERNATES
Sign Contract
Exchange jewellery for money
Buy tickets for the event. Receive her salary next month.
Track her debt and pawn contract details through app.
SERVICE PERIOD
Go to pawnshop, Complete contract by paying interest.
EXIT
Reach home with jewellery
Pledger
Request National Pawnbroker Association for membership
Sign documents
Send list of all pawn contracts since last week to Police.
Propose a deal after assessing item's value
Respond to theft queries from police
Propose a deal after assessing item's value
Print Pawn Ticket
Enter Pledger's details on computer
Inform the pledger of existing debt.
Record customer's details
Give back the pawned jewellery
Pawnbroker
Reach Pawnshop
Pay for renting pawned jewellery for 3 days.
Return back jewellery
Short Rent Customer
Assist the police into the storage room
Transfer the item to storage
Transfer the item from storage
Transfer the item to storage
Transfer the item from storage
Receive other customers for resale items.
Staff
Request pawnshop for list of all pawn contracts since last week
Match the online details from pawnshop with existing records of complaints for stolen items
If identified, confirm the pawnshop of the theft.
Visit Pawnshop. Fill a permission form to enter storage premises.
Take the storage item from pawnshop to police station
Inform the real owner to collect their item from police station.
Catch the thief from the identity details obtained from pawnbroker
Police
KEY
NPA National Pawnbrokers Association (NPA)
Visit the Pawnshop
Grant membership
Advice on running a successful pawnbroking business
Organize meeting of NPA members.
Organize meeting of NPA members.
Improvements Made
DESIGN
Pawnbroker Pawned items
TronPawn Watch 11092
Pawn date
11th June
Pledger name
Tony Smith
Money lent Length of Contract
£ 40
Pawnbroker
Watch 11092
Pawn date
11th June
Days remaining : 7
2 months
PAWN TICKET
Debt today
£ 50
Total debt
£55 @ 4%
Resale value
An App that not only testifies user's identity to the pawnbroker but also connects the pledger to the pawnbroker while the service hibernates
Tronpawn
Pawned items
£70
The app contains E-Pawn ticket showing details of the pawn contract.
The user tracks the increasing debt through the app.
The same E-Pawnticket needs to be displayed to the pawnbroker while reclaiming the pawned item.
As the date gets closer to the finish of pawn contract the app alarms the pledger.
The final User Journey shows how the service engages with another stakeholder to create revenue while the pledger is a passive user of the service. Also, the pledger though a passive user during service hibernation period is still connected to the service through the Pawn app.
FINAL USER JOURNEY Pre Service
Journey Stage
Needs money to take children out for a musical
Pledger
CAPTURE Runs out of extra cash to go out for events during later stages of month. UNDERSTAND Going out is important and cannot be compromised. DEDUCE Pawnshop service serves as a pit-stop for people with quite diverse motives for using the service
Service Period
Reach Pawnshop
CAPTURE Walk her way to pawnshop. UNDERSTAND Pawnshop is near to her house. DEDUCE Traditional pawnshops generally open near poorer communities.
Service Hibernation
Rejects the deal given by pawnbroker CAPTURE Pawnbroker offers a very low price for her precious jewellery. UNDERSTAND The knowledge that her jewellery is worth more than being offered empowers her to negotiate better. DEDUCE Technology can play an important role in giving this knowledge to other people.
Service Exit
Search other Pawnshop
CAPTURE On Google search she finds a lot of pawnshops but she has to take buses to reach them. UNDERSTAND Many pawnshops have a website. DEDUCE Technology can play an important role in giving this knowledge to other people.
Reach Pawnshop
Pawnbroker & Pledger accept the deal
Accept E-Contract
Buy tickets for the event. Receive her next salary
The Pawn App alarms on 7 days remaining for the pawn contract
CAPTURE E-pawn ticket is issued on the Pawn App for acceptance UNDERSTAND Each pledger has a unique pawn number that he/she uses for receiving pawn contract from pawnbroker. DEDUCE E-Pawnticket helps avoid bad service experience due
Needs to rent a jewellery
Short Rent Customer
Exchange jewellery for money
CAPTURE Needs to wear jewellery for a dinner party. UNDERSTAND Not willing to buy a new jewellery DEDUCE Using the jewellery for few days satisfies her desire for the jewellery.
Go to pawnshop, Complete contract by paying interest.
Reach home with jewellery
CAPTURE She reclaims her jewellery displaying the E-Pawnticket and paying interest UNDERSTAND Builds trust relationship between pawnbroker and pledger, often leading to better deals for next time as well as for other pledger DEDUCE Builds trust relationship between pawnbroker and pledger
Reach Pawnshop
Rent pawned jewellery for 3 days.
CAPTURE Select the jewellery and rent for 3 days. UNDERSTAND Needs to give credit card detail in-case of fraud or no return DEDUCE The pawned item creates revenue for the pawnbroker instead of causing expenditure in storage bills.
Return back jewellery. Pay the rent
CAPTURE The pawnbroker checks the state of jewellery returned in. UNDERSTAND If damaged the customer needs to compensate. DEDUCE Regular maintenance of the rented item is required.
Touch Point Pledger
Short Rent Customer
KEY Improvements Made
BIBLIOGRAPHY 1. A History of Pawnbroking, Past and Present, William A.H.Hows. 2.The Pawnbroker film , Sidney Lumet. 3.Pawnstars series, Leftfield Pictures. 4. Cash Britain, BBC One. 5.Pawnshops, behavioural economics, and self regulation, Susan Paayne Carter & Paige Marta Skiba. 6. https://www.moneyadviceservice.org.uk/en/articles/pawnbrokers-how-they-work. 7. This is Service Design Thinking: Basics, Tools, Cases, Mark Stickdorn. 8. Smaply. 9. www.servicedesigntools.com 10. A Guideline for Product-Service-Systems Design Process, Keita Muto, Koji Kimita, Yoshiki Shimomura.
Thanks for reading. For more details on the project please contact at saumil.bhandari@gmail.com. Also, please refer the website www.saumilbhandari.com for a video explanation of the pawnshop service design.