Service design (group)

ERVICE RENOVATION POLY U School of Design Phase One:

Problem DeďŹ nition Prepared by

17025969G Tse Hon Tung Anthony 17025571G Cheng Chi Ho Zelos 17092771G Wen Jiang Xin Shin 17017301G Tsang Kim Ling Zero SD 5022 Special Topics in Contemporary Design I Subject Leader: E.P .Greer

1

ontent

Journey map ………………………………………..

Stakeholder analysis

………………….….. ………………….

Research methodology

……………….…………...….

Persona

Insight

……………….………………………….….

Experience map Phase insight

Channel insight

Blue print

………………......….

………………......…..……..………...

Concept ………………......…..……..……...…...

Design brief ………………......…..……...…...

Service proposition ……………..……...…...

Financial report Revision History

……………..……...…... ……………..……...…...

9 13

14 19

………………..…….

………………..…....….

3

20 21

27

33 39

40 41

42 43 2

ourney Map

1. Search and planning

2. Course registration

Five main phases across the whole journey of course.

The whole journey takes ďŹ ve months to complete and the lecture is three weeks in length.

3. Payment

4. Attend class

5. After course

3

ourney Map

Search And

Planning

4

ourney Map

Register Course

5

ourney Map

Payment

6

ourney Map

Attend Class

7

ourney Map

After course

8

takeholder analysis User & Customer team Students

● ○ ○ ○ ○ ○ ○

● ● ● ● ●

Design Strategies Design Practices IDBM Interactive Design Multimedia & Entertainment Technology Urban Environmental Design

Programme Manager Admin staff Teaching staff Faculty members Visiting scholars

Customers influencers ● ● ● ● ● ● ● ●

Interior designers IT consultant Cleaning staffs Print shop technicians Government Board members PR team Web security consultant

Service provider partners ● ● ● ● ● ● ● ● ● ● ●

IT contractor UX designer Security contractor Maintenance contractor Hygiene contractor Catering contractor Logistics Telecom service provider Electricity provider Wifi service provider Email system contractor

Other stakeholders ● ● ● ● ● ● ● ● ●

Bus service MTR Community representatives Property agents Fire Services department Police department Immigration department Design firms Facebook/Linkedin

9

takeholder analysis

Customer inuencers

Impact

Influence

Role

Concerns

How much the project impact them

How much they can influence the project

Nature of service

Why this project important to them

Interior designers

low

low

Design the study environment in the building

Redesign the interior

IT consultant

high

high

Construction of the IT service

Reconstructure the website and app

Cleaning staffs

low

low

Maintain clean and tidy

Improve cleaning service

Print shop technicians

low

low

Aide the student to deliver assignment

Improve efficiency

Government

low

low

The owner of the university

Extra funding and reputation

Board members

mid

high

Make major decision over the directions and budget

Reputation and school ranking

PR team

mid

mid

To promote the SD on and offline

Adapt new PR strategy

Web security consultant

low

low

To ensure the web security

Improve web security for extra IT service

10

takeholder analysis

Service provider partners

Impact

Influence

Role

Concerns

How much the project impact them

How much they can influence the project

Nature of service

Why this project important to them

IT contractor

high

high

Build website and app

Solve technical issue and cost control

UX designer

high

high

UX design of the web and app

Meeting the expectation of the customer

Security contractor

low

low

Security guard

More students, more workload

Maintenance contractor

low

low

Hardware maintenance

Increasing demand of service

Hygiene contractor

low

low

Keep the campus tidy and clean

Increasing demand of service

Catering contractor

low

mid

Run the canteen

Increasing demand of service

Logistics

low

low

Consumptions resupply

Increasing demand of service

Telecom service provider

low

mid

Provide telecom service

Increasing demand if students need hotline

Electricity provider

low

low

Provide electricity

Increasing demand of service

WiďŹ service provider

mid

high

Provide stable wifi

Increasing demand in wifi speed

Email system contractor

low

high

Provide email service

Integrate email to other platform

11

takeholder analysis

Other stakeholders

Impact

Influence

Role

Concerns

How much the project impact them

How much they can influence the project

Nature of service

Why this project important to them

Bus service

low

mid

transportation

Increasing demand and long queuing

MTR

low

mid

transportation

Increasing demand

Community representatives

mid

low

More students rush into the community

More crowded and housing rent increase

Property agents

mid

low

Increasing housing demand

Increasing rental income

Fire Services department

low

low

Prevent fire and to rescue

Higher risk of accident

Police department

low

low

Security

Higher risk of crime

Immigration department

low

mid

Issue visa to foreign students

Higher demand of student visa

Design ďŹ rms

high

mid

Future employer

Student quality and teaching curriculum

Facebook/Linkedin

low

high

Student’s communicate platform and faculty promote platform

Advertisement income from school and big data of student 12

Research Methodology Qualitative Research 1. Interviews

2. Observation of the students from each phrase

13

PERSONA Derek Chan Program:

Year of Study:

Origin:

On course selection ● ● ● On blackboard ● ● ● On lecture ● ● ● ● ● On assignment ● On grading and evaluation ● ● Others ● ● ● 14

PERSONA Nie Chan Program:

Year of Study:

Origin:

On course selection ● ● ● ● On blackboard ● ● On lecture ● ● ● ● ● ● On assignment ● ● On grading and evaluation ● Other: ● ● 15

PERSONA Leon Buker Program:

Year of Study:

Origin:

On course selection ● ● ● ● ● ● On lecture ● ● ● ● ● ● On assignment ● ● On Payment ● ● ●

16

PERSONA Ernie Greer Position:

Origin:

On lecture ● ● ● ● ● ● On assignment ● ● ● Other ● ●

17

PERSONA Christine Position:

Origin:

On admission ● ● ● ● On course selection ● ● On lecture ● ● On Payment ● Other ● ● ● ● ● ● ● ● ● 18

IN

IGHT

19

xperience Map Doing

ďź&#x;

Thinking

Feeling

Experience 20

Search and planning hase nsight Schedule

Interaction Map

Research

Compare

Student Interactions

Admin interaction ● ● ● ● ● ●

Select

Decide

Insight ● Aligning information and calendar from different channels in the same place ● Simplify the steps for course query ● Peer networking for help

●

What students think ● ● ●

The pain points from students ● ● ● ●

21

Course Registration hase nsight Schedule

Interaction Map

eStudent

●

What students think

Registration

Office help ( if necessary)

Student Interactions

Admin interaction ●

● ●

Vacancy

Insight ●

Revamp and simplify the current eStudent platform for registration

The pain points from students

● ● ●

22

Payment hase nsight Check method

Interaction Map

1st payment

Office help ( if necessary)

● ●

Office help ( if necessary)

Student Interactions

Admin interaction ● ● ● ●

What students think

2nd payment

Insight ●

Integrate the online payment to the existing web platform

●

Reminder for payment date

The pain points from students

● ●

23

Attend class (on lecture) hase nsight Confirm the data

Interaction Map

Attend the course

● ● ●

● ●

●

Submission

Insight ●

○ ○ ○ ● ●

Alternative solution like online platform for “More and short lecture classes”

○ ○ ● ○ ○ ○ ○

●

●

Do the course work

Student Interactions

Admin interaction ●

What students think ●

Download and Get the notes

● ● ● ● The pain points from students ●

24

Attend class (on assignment and blackboard) hase nsight Check method Interaction Map

●

Insight Simplify the learning e-platform “Blackboard”

●

● ● ●

More freedom to admin staff for online or physical resource allocations

●

● ● ● ● ●

Consolidate learning resources like student work archive for better learning

●

Better notification channel

●

Alternative solution like online platform for “More and short lecture classes”

●

● ● ● ●

●

Office help

●

● ●

●

2nd payment

Student Interactions

●

●

●

Office help

Admin interaction

●

What students think ●

1st payment

The pain points from students ● ● ● ● ●

25

After the Course hase nsight Evaluation

Interaction Map

Get grade

Review

Sharing

Student Interactions

Admin interaction ● ●

Appeal

● ● ● ● ●

Insight ●

Aligning the calendar to remind eSFQ evaluation questionnaire for students

●

Improve the participation rate to collect feedback

● ● ●

●

What students think

The pain points from students

● ● ●

● ●

26

hannel

nsight

Face to Face

Acknowledge

Touchpoint

Consider

●

●

●

● ●

Insight

Attend class

Get resources ●

Touchpoint

● Insight

Register

Payment

2nd pay

Evaluation

Grading

●

Environment

●

Schedule

●

Assignment

Self learning

●

●

●

●

●

●

●

General insights: ・

●

・

27

hannel

nsight

Mobile Phone

Acknowledge

Touchpoint

Consider

Schedule

● ● ●

● ● ●

●

Register ●

● ●

●

● ●

Payment

2nd pay

Evaluation

Grading

●

Insight

●

●

Attend class

Environment

Get resources

Assignment ●

Self learning ●

●

●

●

Touchpoint

Insight

● ●

28

hannel

nsight

Internet

Acknowledge

Touchpoint

Consider

●

Schedule ●

●

Register ●

● ● ● ●

Payment

2nd pay

Evaluation

Grading

● ●

● ● ●

Insight

●

Attend class ●

Environment ●

Get resources ●

Assignment

Self learning

●

●

●

●

●

●

Touchpoint ● ● Insight

● ● ● ●

29

hannel

nsight

Email

Acknowledge ●

●

Touchpoint

Schedule

Register

●

●

●

●

●

●

Payment

2nd pay

Evaluation

Grading

●

● ●

Insight

Attend class ● Touchpoint

Consider

Environment

Get resources ●

Assignment ●

Self learning ●

●

●

●

●

● ●

●

●

Insight

30

hannel

nsight

Phone

Acknowledge

Consider

Schedule

Register

Payment

2nd pay

Assignment

Self learning

Evaluation

Grading

● Touchpoint

● ● ●

Insight

Attend class

Environment

Get resources

● Touchpoint

●

Insight 31

hannel

nsight

Social Network

Acknowledge

Consider

Schedule

Register

Payment

2nd pay

Assignment

Self learning

Evaluation

Grading

● Touchpoint

● ● ●

Insight

Attend class

Environment

Get resources

●

●

●

●

●

●

●

Touchpoint

Insight

● 32

Service

lueprint

33

Service

lueprint Search and planning

Today’s reality: Overall touchpoints and insight Course registration

．Could get the most updated info.

．Solving problem instantly ．Peer discussion Is useful

．The app is functionless ．Info scattered on different webpage

．Frequent login ．No mobile web ．Poor UI

．No mobile interface ．Hard to find the subjects ．Choice is irreversible

．Need to login for different webpage

．Information is outdated and insufficient ．Timetable is not intuitive ．Unclear course structure

．Hard to find subjects ．Choice is irreversible ．Information different from admin

． Prompt and detailed reply ．Most preferable channel

Payment

Attend class

．Security guards are not friendly ．Register on Sunday is troublesome

．Main channel to get information

． Prompt reply and helpful

．Classroom and studio are too small ．Voice volume sometimes too low

After class

．Inconvenient for PT student to submit

．Can’t directly access to FO ．No mobile version of the website

．Professor is difficult to reach

．Open question takes time ．No mobile ver.

．Not enough power socket for laptop

．Too many junk mails, easily miss the reminder

．Notes upload late ．Poor interface ．Under perform in safari ．Materials valid in 2 semesters

．Only work in chrome

．Note is too late

．Assignment is too large to send by email

．Answering open question takes time

．Too many junk mails, easily miss the reminder

．Actual releasing date varies for subjects ．No mobile ver.

．Actual releasing date varies for subjects

．Too many junk mails, easily miss the reminder

．Staff seldom answer calls ．Staff call back after receiving email enquiry ．Staffs advice is valuable ．Discuss the course with classmate ．Exchange information & experience

．Main channel off the class ．Build up peer relationship

．Facebook group is abandoned

．Prompt and detailed reply ．Most preferable channel

34

Service

lueprint Search and planning

．Could get the most updated info.

Today’s reality: Effective and efficient touchpoints Course registration

Payment

Attend class

After class

．Solving problem instantly ．Peer discussion Is useful

Overall satisfactory level is low

Email and face to face are effective ． Prompt and detailed reply ．Most preferable channel

．Main channel to get information

． Prompt reply and helpful

Social network is valuable, but insufficient touchpoints ．Discuss the course with classmate ．Exchange information & experience

．Main channel off the class ．Build up peer relationship

．Prompt and detailed reply ．Most preferable channel

35

Service

lueprint Search and planning

Today’s reality: Service Painpoints Course registration

Payment

Attend class

．Security guards are not friendly ．Register on Sunday is troublesome

．The app is functionless ．Info scattered on different webpage

．Frequent login ．No mobile web ．Poor UI

．No mobile interface ．Hard to find the subjects ．Choice is irreversible

．Need to login for different webpage

．Information is outdated and insufficient ．Timetable is not intuitive ．Unclear course structure

．Hard to find subjects ．Choice is irreversible ．Information different from admin

．Can’t directly access to FO ．No mobile version of the website

．Classroom and studio are too small ．Voice volume sometimes too low

．Inconvenient for PT student to submit

．Professor is difficult to reach

Painpoints concentrated at mobile and internet ．Not enough power socket for laptop

．Too many junk mails, easily miss the reminder

After class

．Notes upload late ．Poor interface ．Under perform in safari ．Materials valid in 2 semesters

．Only work in chrome

．Note is too late

．Assignment is too large to send by email

．Open question takes time ．No mobile ver.

．Actual releasing date varies for subjects ．No mobile ver.

．Answering open question takes time

．Too many junk mails, easily miss the reminder

．Too many junk mails, easily miss the reminder

．Staff seldom answer calls ．Staff call back after receiving email enquiry ．Staffs advice is valuable ．Facebook group is abandoned

36

Service

lueprint Search and planning

Today’s reality: User pattern Course registration

Payment

Attend class

After class

37

Concl

sion

● ● ● ● ●

Concepts Design brief Service proposition Financial plan Revision history

38

ONCEPTS

1 Peer networking 2 Phone call service 3 All-in-one platform

Concl

sion

39

Design

Concl

rief

sion

40

Service

roposition

1 2 3

Concl

sion

41

inancial Report

Concl

sion

42

inancial Report TIME SPAN

Concl

sion

43

Revision istory

Concl

sion

44

45

SERVICE RENOVATION POLY U School of Design

Phase Two:

Concept Design Prepared by

17025969G Tse Hon Tung Anthony 17025571G Cheng Chi Ho Zelos 17092771G Wen Jiang Xin Shin 17017301G Tsang Kim Ling Zero 46

ontent

Concept Analysis ……………………………..

Customer Experience ………………….….. ……….

Discussion prototype workshop

….……………...….

Scenario analysis

Design Brief

……………….……………………. ……………….

Detailed design brief Prioritize criteria Financial plan

…………..…....….

………………......….

Future Desire …………......…..……..………...

Future experience map

……..……...…...

Future service blueprint ………………...…...

Detailed service proposition

Revision History

..……...…...

……………..……...…...

48 63

64 66

74 75

76 77

79 80

85 87

88 47

CONCEPT NALYSIS

Three concepts were developed from T1. They are diverged into wide range of details, then reďŹ ned by the six hat analysis and SWOT method.

After these brainstorming process, the details are converged into a more comprehensive concepts, which can lead us to the prototype.

48

CONCEPT NALYSIS

49

SW Six OT Ha t

RM ING

TO

AS G

SIN

ALY

Thinking process

AN

Converging

IDE

And

AIN S

BR

Diverging

Pee Ph r net o All ne ca worki -in -on ll ser ng v ep lat ice for m

CONCEPTS

DETAILS

50

ANALYSIS

Brainstorm

Peer networking

CONCEPT

NALYSIS

Brainstorm Peer networking Emotions & Reactions

Negative & potential problem

Positive attributes and benefits

SIX THINKING HATS Process control Rules and order

Data and evidence

New idea and alternative

Forum

Mdes Linkedin

Orientation

51

CONCEPT

NALYSIS

Brainstorm Peer networking Strengths

SWOT Method

Weakness

Opportunities

Threats

Mdes Linkedin

Forum

New sharing section for Orientation

52

CONCEPT

NALYSIS

ANALYSIS

Brainstorm All-in-one platform

53

CONCEPT

NALYSIS

Brainstorm All-in-one platform Emotions & Reactions

Negative & potential problem

SIX THINKING HATS

Positive attributes and benefits

Process control Rules and order

Data and evidence

New idea and alternative

Registration

Learning materials

Timetable

54

CONCEPT

NALYSIS

Brainstorm All-in-one platform Strengths

SWOT Method

Weakness

Opportunities

Threats

Registration

Learning materials

Timetable

55

CONCEPT

NALYSIS

ANALYSIS

Brainstorm Phone call service

56

CONCEPT

NALYSIS

Brainstorm Phone call service Emotions & Reactions

Negative & potential problem

SIX THINKING HATS

Positive attributes and benefits

Process control Rules and order

Data and evidence

New idea and alternative

Ticketing phone call reservation system

Live chat on messaging apps

Virtual or AI assistant

57

CONCEPT

NALYSIS

Brainstorm Phone call service Strengths

SWOT Method

Weakness

Opportunities

Threats

Ticketing phone call reservation system

Live chat on messaging app

Virtual or AI assistant

58

CONCEPT

NALYSIS

ANALYSIS

Conclusion All-in-one platform Interactive calendar integrating personal schedule

Reference: google calendar 59

CONCEPT

NALYSIS

ANALYSIS

Conclusion Peer Networking Mdes version of Linkedin

Reference: Linkedin 60

CONCEPT

NALYSIS

ANALYSIS

Conclusion Phone call services Ticketing phone call reservation system

Reference: Apple Genius Bar 61

CONCEPT

NALYSIS

ANALYSIS

Conclusion Phone call services Live chat on messaging apps

Reference: Conference call app 62

CONCEPT

NALYSIS

CUSTOMER E PERIENCE

63

Visual mock up and functional reference Visual mock up of all-in-one platform

CUSTOMER E

Functional references

PERIENCE

64

Discussion prototype workshop Interviewee 1 Interviewee 3

Major

Major

Year of study

Year of study

Date:

Interviewee 2

Time:

Interviewee 4

Major

Location:

Major

Year of study

Year of study

CUSTOMER E

PERIENCE

65

Scenario 1: Register course with interactive timetable

Question for the discussion prototype ● ● ● ● ● ●

CUSTOMER E

PERIENCE

66

Scenario 1: Register course with interactive timetable General Comment

Future desire Prefer adding group discussion schedule

CUSTOMER E

Right click on the courses to show course outline

PERIENCE

New name of Timetable i.e. : Personal assistant, Schedule helper

67

Scenario 2: Mdes linkedin

Question for the discussion prototype ● ● ● ● ●

CUSTOMER E

PERIENCE

68

Scenario 2: Mdes linkedin General Comment

Future desire Want to have “ like” & “follow” function

CUSTOMER E

Want to see “ courses comment”

PERIENCE

Sharing event every month

69

Scenario 3: Contacting staff by phone call appointment system

Question for the discussion prototype ● ● ● ● ● ●

CUSTOMER E

PERIENCE

70

Scenario 3: Contacting staff by phone call appointment system General Comment

Future desire 30mins to 15mins per time slot

CUSTOMER E

Extend service hours of admin staff

PERIENCE

71

Scenario 4: Conference call between students

Question for the discussion prototype ● ● ● ● ●

CUSTOMER E

PERIENCE

72

Scenario 4: Conference call between students General Comment

Future desire WeCam, desktop switch button to show notes

CUSTOMER E

Connect over 8 people

PERIENCE

73

DESI N BRIEF ● ● ●

Detailed design brief Prioritized criteria Financial plan

74

DESI N BRIEF

Detailed design brief

All in one platform - MySchedule

Mdes Link

Call appointment

Conference call

75

DESI N BRIEF

Prioritize criteria webpage

mobile

Phone

social network

Face to face

email

Efficiency and effectiveness mapping across today and future Legend

76

DESI N BRIEF

Financial plan

77

DESI N BRIEF

Financial plan TIME SPAN

78

FU

URE DESIRE

● ● ●

Experience Map Service Blueprint Service proposition

79

FU

URE DESIRE Experience Map

Search

Revised procedure ● ●

And

Planning

80

FU

URE DESIRE Experience Map

Register Course

Revised procedure Reduced procedure

●

● ●

81

FU

URE DESIRE Experience Map

Payment

Revised procedure ●

Revised procedure ●

82

FU

URE DESIRE Experience Map

Attend Class

Improved experience ● ●

●

83

FU

URE DESIRE Experience Map Improved experience

After course

●

Revised procedure ●

Revised procedure ●

Improved experience ●

84

FU

URE DESIRE Search and planning

Future Service Blueprint Full picture Course registration

Payment

Attend class

Lecture by lecturer Discussion with classmates

Check course outline in app

Check course outline in the new all-in-one website

Sync personal calendar to the app Cross-check with course timetable

Notification by the app

Sync personal calendar to the website Cross-check with course timetable

Reg-day information on the web

Reminder of course arrangement

Phone call appointment if facing problems

Select the course in the calendar

Peer discussion by “Mdes link” platform in the app/web

Service by librarian

Classmate decoration

Select the course in the calendar One-click confirm

Online payment by the e-banking service of the bank

Reminder of payment deadline

Online payment by the e-banking service of the bank

Reminder of payment deadline

Timetable on the web

Group discussion in studio

Group discussion by conference call function

Notification by the app

One-click confirm

Reminder of registration date

Phone call appointment if facing problems

Wifi for laptop and phone connection

After class

Get notes in the Blackboard

Reminder of class schedule Distribution of class material

Submit assignment in the Blackboard

Submit assignment in the Blackboard

eSFQ in the app

Check grade in the app

eSFQ in the website

Check grade in the website

Submit assignment by email

Reminder of eSFQ

Seek advice on assignment with senior students by “Mdes link”

Share opinion to other classmates by “Mdes link”

Phone call appointment if facing problems

Exchange material with classmates by “Mdes link”

85

FU

URE DESIRE Search and planning

Future Service Blueprint User Pattern Course registration

Payment

Attend class

● ●

After class

Touchpoints reduced Simplified journey 86

FU

URE DESIRE

Detail Service Proposition

87

REVISION HISTORY

88

REVISION HISTORY

89

Thank you, see you in Detail design phase!

90