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SERVICE DESIGN
From design to experience in thehospitality and tourism industry
Design and the Service Experience
School of Visual Arts, Interaction Design program
David Bellona
Kristin BreivikChristopher CannonTina Ye
December 16, 2011
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ORIGINAL HYPOTHESIS
The post-trip space is under-served.
There is an opportunity to help peoplemake the sudden transition fromvacation back to daily life.
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HOME
Discover
P an
ourney to
Exper ence
Post-trip
Journey ac
AWAY
RECAP: POST-TRIP SPACE
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RECAP: PERSONA TYPES
Young parents
Hard worker
SuburbanRetireeCollege grad
Free-wheelingFreelancer
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PLANNING JOURNEY TO VACATION JOURNEY BACK ONE WEEKARRIVAL HOME
Free
Reti
Har
Coll
Pare
RECAP: PSYCHOGRAPHICS
The hassles of traveling home detracts from the excitementof planning, traveling, and being on vacation.
KEY OBSERVATION
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KEY INSIGHT
Unpacking, putting things
away... it will take days, soI just wont do it.
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EXPANDED SERVICE CONCEPT
We can solve twoproblems at once...
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1: MAKE TRAVELING EASIER
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2: UTILIZE STORED LOCAL GOODS
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Luggage-free travel+
Underutilized local goods=
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HOME
Discover
Plan
urney to
Experience
Post-trip
Journey back
AWAY
BEYOND THE POST-TRIP SPACE
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VACATIONERS
LOCAL LENDERS Underutilized local good
Luggage-free travel
Thevacationspace
BEYOND THE VACATION SPACE
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INTRODUCING...
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SERVICE DESCRIPTION
STREAMLINE
Store smart. Travel light.
Streamline is a service that empowers
locals to rent their idle goods to touristswho want to travel light.
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Local Lenders
STREAMLINEStorage & rental service
Travelers
CONCEPT MAP
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Store smart.Travel light.
Get your life Streamlined today
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SERVICE BLUEPRINT
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LENDER
STREAMLINEBACKSTAGE
STREAMLINEFRONTSTAGEBORROWER
STREAMLINEFRONTSTAGE
LENDER
BORROWER
Wants item(s)back, makesrequest on SLwebsite, sched-ules delivery
SL receivesrequest andnotifies storagefacility
SL sends email tofollowup QA ofobject experience
Rates experienceand quality ofitem(s)
Email - Please Rate
SL
Photographertakes photo, QAmanager checksquality, updateswebsite
SL receives orderand processes it
SL employee getsitem(s) at storagefacility and readiesfor shipping toBorrower
Import ormanually inputtravel info (foravailable objectsat destination)
Select desireditems to rent andputs in order
Discovers SLthrough travelbooking sites
Travel Booking Site
Expedia
SL Website Enter Info
Borrow!
VacationDetails
SL Borrow!
SL Website Select
SL
Checks SLaccount to seeearnings balance
Hotel receives SLbox and conciergesends it toBorrowers room,unpacked
SL creditsLenders accountwith payment forborrowed object
SL employeeaudits item(s)when it arrives,checks fordamage, etc.
SL sendsnotification onorder status
Hotel house-keeping collectstagged item(s)for shipping backto storage facility
Travels todestination,check phone forobject status
Arrives atdestination, usesitem(s) ordered
Leaves item(s) inhotel whenleaving destina-tion, tags eachitem
Heads backhome luggage-free
Your items havearrived at the hotel
OK
Mobile Notification Object
Object
SL
Object
Object
SL
Desire to makemoney off idleobjects throughSL
Fills out formabout item(s)and pays smalllisting fee
Receives SL box,puts item(s) inbox for shipping
Schedule pickupvia website orphone
Gives packed boxto delivery truck
Discover SL atstorage facilitywebsite
Partner storagefacility shipsboxes
SL contactspartners storagefacility todispatch pickup
SL employeereceives item(s)at storage facility
SL processesform and notifiespartner storagefacility
Lend!
SL Website Lend
SL Lend!
SL Website Form
SL
Storage Website
SL
SL Boxes Mobile Interface Delivery Truck
FedEx Thanks
SL Return Form
SLSL
Earnings Statement
SERVICE BLUEPRINT
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CONCEPT MAP
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SL
SL
SL
CONCEPT MAP
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Store Smart. Travel Light.
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THANK YOU
(MINT ON PILLOW)