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Service Design
23rd March 2009




CIID/DKDS pilot year
Eilidh, Adam, Sid
1. awareness: library-hotel
                                                                                              ...
service experience
 library-hotel-customer
(When the service is fully set up and the hotels
        and library are collab...
4. using the service : library-hotel-customer
                                                                            ...
5. benefits: library-hotel-customer
           -the library will be seen as a public institution that does not only provid...
core values


   library: seen as a public institution that does not only provide for tax payers, and people
   living wit...
rough service concept presentation/service diagram
rough service concept presentation/service diagram
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rough service concept presentation/service diagram

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Transcript of "rough service concept presentation/service diagram"

  1. 1. Service Design 23rd March 2009 CIID/DKDS pilot year Eilidh, Adam, Sid
  2. 2. 1. awareness: library-hotel The library wants to promote more about danish culture to foreign visitors and play a role in speading knowledge to a wider audience, so they offer a ry collaborative service to hotels. The libraries target hotels directly to tell them ra about the service they would like to offer. they show them how the system lib initial service experience would work. library-hotel The hotel can see what the library will offer to them as a service: -A website for hotel guests to order books through -a system to keep track of the guests borrowed material l te (Before the end customer, the visitor to -a delivery and pick up service betweent the library and hotel. ho Copenhagen is involved) -The representatives from the library system s -Printed material given to the hotels to make them understand what services the nt library can offer. oi hp -The library website that will be used for customers to order their books uc to 2. evaluate and commit: library-hotel 3. learn and implement: library-hotel The library must try and convince the hotels that the collaborative service will -The library must create a system that would track which books were on loan to create benefits for the end user, the visitor to copenhagen, and in turn this which hotels. ry will bring benefits to both the hotel and library. They will be part of helping -they would need to implemetnt a system that is continually process the orders ry ra ra promote denmark as a leading city of knowledge spreading, not only to though the website directly from the hotel customer and via the hotel reception. lib lib danish citizens. -A delivery system between the hotels and library for the books would have to be implemented. The Hotel needs to decide whether to sign up for the service the library can offer At this stage the hotel has to develop how they can use the services that the them. They need to decide whether the monthly investment for the service will library has offered them into their existing infrastructure. They will have to add more value to their hotel in the eyes of their potentail customers. l produce printed material to explain how to use the service to their customers te l te ho and add links from their website to the ‘book yor book’ website, so they can ho order books online -The representatives from the library system -printed flyer explaining to hotel cusomers about how to use the service s -Printed material given to the hotels to make them understand what services the s -links from hotel websites to the library ‘book your book’ website nt nt library can offer. oi oi hp -forms of agreement between the library and hotel hp uc -Any legal documents needed to complete the agreement uc to to
  3. 3. service experience library-hotel-customer (When the service is fully set up and the hotels and library are collaborating
  4. 4. 4. using the service : library-hotel-customer choosing books awareness: hotel-customer receiving the books changing the books returning the books learning about the service -book pack in hotel -door hanger form -pre-paid envelope if -information flyer given to guest on -information flyer given to guests -door hanger form -confirmation email room: requested books, guests choose to post arrival at the hotel with details on on arrival at the hotel -any new books/media printed (to visitor and hotel) recommendations it back later the different ways to reserve, they receive contains name of bookmark, city map & -hotel bill if they change and return books -temporary library card books, date wanted, complimentary postcard, choose to buy the (for use in library) ref.No temporary library card book or have lost it touchpoints -link from hotel homepage after ‘book your book’ website: provide -´book your book’ -’book your book’ web based booking your room all the information about the website: can browse website -reminder about the service within service by title, category, or your booking confirmation email by the ‘danish classics’ -librarian if they decided -librarian if they decide -receptionist at the -hotel receptionist who reminds -librarian -receptionist at the hotel can to pick up themselves to choose books at the hotel (return books on the customer about the service -book ‘room service’ provide more information on how people from the library library. check-out) on arrival (over the phone) it works -library delivery guy -book ‘room service’ -librarian if guests -library staff -hotel staff if they bring (over the phone) return books directly it to the guests room -library delivery guy -the hotel checks that -the hotel allows the -the hotel will notify -hotel provides entry point for -the hotel will process -the hotel staff are on hand to all the books are customers to order the guest when there the customer to reserve books new orders placed by help their guests no more about returned either on hotel role (new) books books have arrived through the hotel homepage- the guests through the book service, and explain check-out or via post, if through room and bring them to website link or reminder the order form or how it works they have been lost or service or by using their room if they email(with link) book ‘room service’ are not returned by the a fill out form,they order them over the and notify the guest agreed date the guest will send the book ‘room service’ -receptionist reminds customers when these books is charged for the book request to the about the service on arrival and have arrived at the through their credit library for the provides them with an hotel card, so the library can guest information flyer be reimbursed the ‘book your book’ website allows the guest to find out about the service, choosing, changing and reserving books. when a book is reserved they send confirmation to the guest and transfer the data to the hotel records. library role library processing orders, delivering and picking up books from the hotel on the required dates carrying out face to the library checks that face transactions if all the books have the hotel guest been returned by the comes directly to the required date, and library to change their charges the hotel if books this is not the case
  5. 5. 5. benefits: library-hotel-customer -the library will be seen as a public institution that does not only provide for tax payers, and people living within Denmark. They will be part of spreading ry danish culture and knowledge to visitors to Copenhagen and helping ra Denmark be the best country to promote knowledge and learning. lib a future scenario -The hotel can use this new service they offer, as a selling point to potential customers. So when customers are looking at what hotel to choose they will see people-books-network the books service logo along side the Wi-Fi, swimming pool etc. they can l te promote it as a exclusive service they provide, that not all hotels do. ho -by knowing what books their guests are interested in, the hotel can also gain an who would be the stakeholders? insight into other services thy could provide specific to their guests interests. -customers receive a very personal service right to their hotel room if they wish....appearing free of charge. It wil also allow them to find out more about er danish culture and use the amazing resources that the danish public libraries om offer. st cu 6. quiting: library-hotel-customer -As the library is the main provider of the infrastructure for this service,they will have to notify all the hotels they provide to if they wish to stop (with an agreed period of notice) By stopping this service they will reduce their amount ot ry ra customers and any profit they receive from the hotels business. lib For the library to quit they must give adequate notice to the library (would be in a contract) however they will then not have the full resources of the library that they can offer their guests. If they were ti create their own book service it would l te be far more limited. After quitting they will have to get rid of any promotional ho hotel material that offers the book service to their guests -as the service the customer is receiving is part of their hotel service they are paying for it is completely optional there for they can easily stop using the er service at any point. The simpliest way to do this is to return any book or library om media they have to the reception at their hotel. st cu
  6. 6. core values library: seen as a public institution that does not only provide for tax payers, and people living within Denmark. They will be part of spreading danish culture and knowledge to visitors to Copenhagen and helping Denmark be the best country to promote knowledge and learning hotel: can use this new service they offer, as a selling point to potential customers. So when customers are looking at what hotel to choose they will see the books service logo along side the Wi-Fi, swimming pool etc. they can promote it as a exclusive service they provide, that not all hotels do. by knowing what books their guests are interested in, the hotel can also gain an insight into other services thy could provide specific to their guests interests. hotel guests: receive a very personal service right to their hotel room if they wish....appearing free of charge. It wil also allow them to find out more about danish culture and use the amazing resources that the danish public libraries offer.
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