First Service Design steps for Pet Capsule Concept

Reference Product as FreeNest training material

V 0.3

What is The Pet Capsule Concept?

• Pet Capsule Concept is reference of product / service which can be use for training context for service design and software development

• All concept releated materials are used for training material which is easy to deploy for FreeNest Product Platform 1.4

• Concept is under continuous development (beta phase)

• Main target of concept is to provide common contex to create state of art training materials for users of FreeNest Product Platform

What is The FreeNest?

• FreeNest is a team-oriented product development platform that is fast to deploy and easy to use.

• FreeNest integrates together other open source software that are commonly used in software development, and acts as a sort of glue between them.

• FreeNest Product Platform as a solution can be used as authentic training environment and full scale working environment is real life projects.

What is the purpose of Service Design?

• Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. (Wikipedia)

Service Design in net

• https://www.youtube.com/watch?feature=player_embedded&v=JywQiJO4TRo

• http://www.service-design-network.org/intro/• http://thisisservicedesignthinking.com/• http://www.servicedesigntools.org/• http://sdt.fi• LOT OF MORE…..• Use GOOGLE

Discussion about service…

• Why Service ?• Value proposition ?• Value for Customer ?• Value Stream • Offering • Brand

First Service design Steps for Pet Capsule Concept

• How to use FreeNest for Service design • Creating Stake Holder map using Team Board• Creating Customer Journey Map using Team Board• Creating SWOT table for concept • Drafting out User Stories

Service design Tools

• http://servicedesigntools.org

• Nice site in finnish http://sdt.fi • Some of ”tool” -canvases are available as

FreeNest TeamBoard format

Service in a brief

• Pet Capsule Consept as a Service ?

Customers Pain…?

? Who cares after my pet when I am on a trip….

What is currently happening at my home?

I would like to find a solution for remote care? Is there any?

Kids would like to see our puppy at care center….

Solution providers pain..?

Can I find a customers?Is my product

profitable enough?

What about competition….

Service Offering?

How to get a market share?

What is best business concept?

Drafing out service?

Offer ?

Request for service

Brief overview of the PetCapsule concept

PetCapsule@Hotel™

Video portalLogging

Activate/Buy addon services!

PetCapsule@Home™

Storage

Video portalLogging

Activate remote functions

Activate remote functions

Who are involved with a service?

?

Customers?

More ?

•Who else are also involved?

More ?

Stake Holder mapping using FreeNest TeamBoard

You can collect stake holder in virtual board in FreeNest

You can also draw a suitable background for you specific case

Look for examples in next slides….

Creation of stake holder board

First Stake holder on board!

Drag ”a card” on the board

Double click and add text

Create More!

Group Task – Collect Stake holders

• Do some brainstorming with your team and try to figure out more stake holder examples

• Collect all founded stake holders and create tickets on Team Board

• Give board a name accoring your team..

Resources for Service

• What resources is needed to provide a service in internet world ?

• Do some brain stroming in group and add results on stakeholder map…

Resource examples

• Development (Provides a software for service)• Infrastructure (Provides Server capacity)• Logistics (Transportation )• Customer Relation Management (CRM)• Content Management System (CMS)• Human Resource Managment (ERP)• Billing • Marketing • Sales• More ???

Using Resources to create value?

+ + =

Value Stream Map

• Value stream mapping is a lean management principle used to analyze and design the flow of materials and information required to bring a product or service to a consumer. Pioneered by Henry Ford in the 1920s, perfected by Toyota. At Toyota, it is known as "material and information flow mapping".[1] It can be applied to nearly any value chain. (http://en.wikipedia.org/wiki/Value_stream_mapping)

Simple value stream map

PetCapsule@Hotel™

Pet Capsule Inc

?

?

Developers

Cloud Infra

?

Value stream mapping and service design?

Value Stream mapping and development?

• http://www.agileweboperations.com/value-stream-mapping-speed-up-cycle-time

Misc links

• http://www.slideshare.net/business901/mapping-value-stream-in-lean-service-design

Value Stream Mapping using FreeNest TeamBoard

You can collect stake holder in virtual board in FreeNest

You can also draw a suitable background for you specific case

Look for examples in next slides….

Service Desing Tools ?• How to start to drafting out??• What methods I should use?• What tools I could use?

• http://sdt.fi/en.html#

• This selection of methods was developed in the SDT - Service Design Toolkit project, undertaken by JAMK University of Applied Sciences between 2010-2012 in cooperation with Palmu Inc. All material is presented under the Creative Commons license (http://creativecommons.org/licenses/). The toolkit is freely available for commercial use, but the toolkit's origin must be stated according to the terms of the license (SDT - Service Design Toolkit, JAMK University of Applied Sciences, www.sdt.fi).

Use same tools with FreeNest!

What a heck!

Value

Stream

Service

Customer Segments?

Customer Journey Map

• The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service. (www.servicedesigntools.org)

Customer Journey Canvas

http://www.thisisservicedesignthinking.com/

Original Canvas

Links

• http://www.heartofthecustomer.com/customer-experience-journey-map-the-top-10-requirements/

Other ways to describe customer point of view?

Let’s use Story Board http://www.servicedesigntools.org/tools/13

Customer Journey Map

Journey map as canvas?

Journey map as canvas #2

Group Task Scenarios

• Next slides will describe several pre selected ”Features” which have been founded valuable by marketing team and customer interviews.

PetCapsuleApp™

• Application for remote accessing PetCapsuleUnit • Access video connection• Access logged data• What else…..

PetCapsuleApp™

Pet Capsule Cloud Hub

Need: Simple Setup Process

• PetCapsuleUnit is located at home or friendly zone

PetCapsule@Home™

Need: Remote Feeding System ?

• PetCapsuleUnit is located at home or friendly zone

PetCapsule@Home™

Need: Video Conference?

• PetCapsuleUnit is located at home or friendly zone

PetCapsule@Home™

Need: Environment Observation and Logging?

• PetCapsuleUnit is located at home or friendly zone

PetCapsule@Home™

Your Need as a customer ?

PetCapsule@Home™

Group Task EX1 + EX2• Think about Customer Segments.... What are those??• You got a predefined feature order ? What is a purpose of it ? How to

make it best in the world!• Define a Stake holder map for Pet Concept from your feature

perspective using Team Board• Write out a customer story as a text several paragraphs (Team

Board?)• Draw out story board or Customer Journey map to describe how your

feature is helping customer? (Remeber someone has found those features already valuable)

• Create a short movie for You Tube where you will show how your specific feature is working as simulation (Remember customer point of view)

• Create a wiki page for all created material and share results as one page! We will check all results at Day 3..

Towards Requirement Management

Specification Hierarchys

System Architecture Design Specification

Feature Requirement Specification

System Requirement Specification

Feature Design Specification

Feature Requirement Specification

Feature Design Specification

Feature Requirement Specification

Feature Design Specification

Different Team Tasks but same target

Feature Team

Feature Team

Feature Team

Feature Team

Architecture Team• System Requirement Specification• System Architecure design Specification

• Feature Requirement Specification• Feature design Specification

Installing PetCapsule at home?

• Application for remote accessing PetCapsuleUnit • Access video connection• Access logged data• What else…..

PetCapsuleApp™

Pet Capsule Cloud Hub

Use Case:Actors: Owner with HBU, Phone, Operator, HBU

Prestate: Owner has android phone with latest version of RemotePetCapsuApp™

Main Flow:1. Open RemotePetCapsu 2. Application asks for user account and password3. Owner initiates values4. Screen shows PetCapsu logo and ”Please wait…”5. PetCapsHub opens at main page6. Owner selects ”Open video connection”7. Owner press ”Start” under Start HBU Video Dialog8. Application screen is opening video mode (Exceptions)9. Cat on screen! ?10. Owner ends dialog pressing ”Disconnect”

Exceptions:

1. No connection to HBU -> Message on screen ”Cannot connect…Try again after short period” Use Case YYYY2. No Connection to HBU -> Owner can select ”Check Connection” Use Case XXXX3. No Connection to HBU ->

User Story examples

• Epic: As a service provider I would like to have the most robust security implementation used in the pet capsule concept

• Story: as a owner of pet I would like to be able install unit at home in 10 minutes

• Story: as a owner of pet (a fish) I would like to be able feed using mechanical feeder

• As service provider I would like to access basic medical history of the pet if needed at care house

SWOT analyze

Business Model Canvas

Example of Customer Journey Map

• Open remote video connection to PetCapsule using android application

• Stake Holders:

• Owner who has PetCapsule installed at home• Internet Operator• PetCapsuleUnit

Why Pet Capsule Concept? (Customer’s Pain)

I have worked too much! I need some rest! But where I can leave my cat?

My master is needing some vacation! Me too!

Idea form Customer #1

I is nice to have some vacation at last! But I am missing my only friend. It would be nice

to hear some news..

!

Idea from Pet #2

Actually it has been quite nice to enjoy hospitality of neighbour

I would like to inform my Master and ask him to stay longer at

vacation.....?

Ideas from both #3

I would like to tweet to my Master. ”Be There!”

Hmm.. There is new food in my cup! How

nice!

Images, MMS etc.

I am feeling wonderful! Tomorrw I will be going back

home!I would like to cheer up my

cat at Care Hotel

Activate extra services

Your Ideas?

• What else you could do with this concept?• Define some ideas to enhance basic concept

ahead

Whole concept with ideas

PetCapsule@Hotel™

Video portalLogging

Activate/Buy addon services!

PetCapsule@Home™

Storage

Video portalLogging

Activate remote functions

Activate remote functions

Concept in brief• The Pet has own PetCapsuleUnit (PCU), which can have several options

installed• PetCapsuleUnit can be controlled and observe via cloud service• The PetCapsule has a unique observation unit (OBU), which is used for

collecting environmental information during day.• Customer can bring his pet with PetCapsule to PetCapsule@Hotel™

certified care house. • PetCapsule is able to transfer needed information to care house • All PetCapsule@Hotel™ certified hotels are using common cloud

solution PetCapsuleCloudHub™ for management• Customer is able to buy and enable several add-on services via remote

control (Cleaning, extra food and more)

Cloud Hub as service backbone

PetCapsule@Hotel™

PetCapsule@Home™

Pet Capsule Cloud Hub

PetCapsuleApp™

PetCapsuleCloudHub ™

PetCapsuleApp™

• Application for remote accessing PetCapsuleUnit • Access video connection• Access logged data• What else…..

PetCapsuleApp™

Pet Capsule Cloud Hub

PetCapsuleHubPortal™

• Web Portal for PetCapsuleUnit observation and remote access

• What you would like to do with it?

Pet Capsule Cloud Hub

PetCapsuleCloudHub ™

PetCapsule@Home

• PetCapsuleUnit is located at home or friendly zone

• What features you could draft out?

PetCapsule@Home™

PetCapsule@Hotel

• PetCapsuleUnit located at care center• New services available?• Allows to sharing of information about pet

PetCapsuleUnit (PCU)

Observer Unit (OBU)

Audio

Temperature

MoistureVideo stream

What else?

Camera

OBU features

OBU

I / O

OBU network

OBU

OBU

OBU

OBU

Pet Capsule Cloud Hub

Secured Connection

Secured Connection

Secured Connection

Secured Connection

Pet Metadata

Spicie:Name:Gender:Breed:Age:Weight:Lenght:Height:Owner:Misc Info?

Owner Metadata

• Name• Gender• Email• Password

• More?

Owner and pet

Real owner?

PetCapsuleUnit’s in care house

OBU OBU OBU

PetCapsule@Hotel ™Service provider

PetCapsuleCloudHub ™Service provider

OBU

Care House has closed vlan network for all OBU’s

Transfer Memory

Care Center has access for selected data

Questions for you

• What about the cat? What is it thinking about this such a services?

• Is there any ethical questions?• Would you like to vote for this kind of service?• SECURITY THREADS?? Any?

Pet Capsule Concept Materials

Original Idea: Marko “NarsuMan” Rintamäki

Part of graphics from Open Clipart http://openclipart.org/

FreeNest Product Platform™ 2013

Thank you!

Marko ”NarsuMan” Rintamäki

FreeNest (Pet Capsule Concept – Reference Training Material 2013)