November 20-21, 2013 | Singapore
Twitter Hashtag #QUAL360
Platinum Sponsor

Media Sponsors

Association Partners
Tapping into the informal economy to create
new opportunities for innovation
A case study in recycling and push cart aunti...
CONTENT PIRACY
STREET VENDORS
DIY
QUALITATIVE
RECRUITERS
Characteristics of the Informal Economy
No formal wage structure
‘Illegal’
No government regulation
Tax evasion Low barrie...
Why is studying the informal economy
important?
1. Fastest growing part of the global economy
If the informal economy were a country, it would have the
world's second lar...
Solar bottle bulbs

2. Many different types of innovation in the
informal economy
Grassroots/Jugaad/Frugal/Inclusive innov...
A case study of how we looked at informal
economy to uncover opportunities for
innovation
CONTEXT:
Building management (client) wanted
The services at low cost to tenants to consider how they can provide value
cl...
Why consider leveraging informal service
provider and recycling as VAS?
• Better waste management service for tenants
• En...
Current office recycling eco system
Informal recycling areas
(pantry, cargo lifts, where
aunty sits

Outside office door

...
The client

INTENT STATEMENT
Objective: How can we provide value added services to tenants by making
the current informal ...
Participants in
this study

Client

Building
management

Informal service
provider

User

Facilities
manager

Tenants

Pus...
AUNTY:
FREE LANCE
CLEANER

Personal profile:
Lives with children,
works to keep busy
and earn some
money, self
motivated i...
Current office recycling service system

“Where can I
dispose carton
boxes?”

Dispose waste
paper whichever
way is the mos...
Service efficiency gap
Ignorance / Indifference towards recycling
among tenants
Out of sight, out of mind: Recycled materi...
Designing solutions for Service efficiency gap
CHALLENGE
<FORMALIZED COMMUNICATION>
How do we inform & encourage service u...
Service Packages
Building on
current system
Service Package

Inclusive

New business opportunity
integrating with informal...
Current office recycling service system

“Where can I
dispose carton
boxes?”

Dispose waste
paper whichever
way is the mos...
Push cart aunty’s work flow and pain points
COLLECTION

PAINPOINTS

CLEAN

PICK UP

• Not much is collected as not
everybo...
Designing solutions for Social Welfare gap
CHALLENGE
<ENABLING PROVIDERS>
How to improve welfare and without convenience o...
Benefit to overall system
Building management

Push cart aunties and cleaners

VAS at low cost
Brand image as green campus...
1. Does the informal
economy exist in
my category and
how do I go about
identifying it?
 Map out inefficiencies in
the ma...
2. What should I be
looking out for
when I am
observing the
informal system?
 Activity flow, hidden
touch points and wher...
3. How can I benefit
from looking at the
informal economy?
 Consider how services
can be enhanced
 Possible new revenue
...
In praise of shadows ….

www.consumerfaces.com
www.bareinsights.wordpress.com
manisha.dikshit@consumerfaces.com

Thank You
Platinum Sponsor

Media Sponsors

Association Partners
November 20-21, 2013 | Singapore
Twitter Hashtag #QUAL360
Tapping into the informal economy to create new opportunities for innovation - Consumer Faces
Upcoming SlideShare
Loading in...5
×

Tapping into the informal economy to create new opportunities for innovation - Consumer Faces

431

Published on

Presented by Juliana Koh, Director, Consumer Faces
and Manisha Dikshit, Managing Director, Consumer Faces
at Qualitative360 Asia 2013
19-21 November 2013, Singapore

This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://qual360.com/

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
431
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Tapping into the informal economy to create new opportunities for innovation - Consumer Faces

  1. 1. November 20-21, 2013 | Singapore Twitter Hashtag #QUAL360
  2. 2. Platinum Sponsor Media Sponsors Association Partners
  3. 3. Tapping into the informal economy to create new opportunities for innovation A case study in recycling and push cart aunties Authors: Manisha Dikshit (Consumer Faces Pte Ltd) Juliana Koh (Consumer Faces Pte Ltd) Roslind Yip (Rchitecture)
  4. 4. CONTENT PIRACY
  5. 5. STREET VENDORS
  6. 6. DIY
  7. 7. QUALITATIVE RECRUITERS
  8. 8. Characteristics of the Informal Economy No formal wage structure ‘Illegal’ No government regulation Tax evasion Low barrier of entry Social network driven Seek autonomy and flexibility Survival driven
  9. 9. Why is studying the informal economy important?
  10. 10. 1. Fastest growing part of the global economy If the informal economy were a country, it would have the world's second largest GDP
  11. 11. Solar bottle bulbs 2. Many different types of innovation in the informal economy Grassroots/Jugaad/Frugal/Inclusive innovation
  12. 12. A case study of how we looked at informal economy to uncover opportunities for innovation
  13. 13. CONTEXT: Building management (client) wanted The services at low cost to tenants to consider how they can provide value client added Recycling ? X X Food services Child care services ? X X X X X Landscaping Counseling ? Current VAS Building cleaning services Infrastructure management Entertainm ent ?
  14. 14. Why consider leveraging informal service provider and recycling as VAS? • Better waste management service for tenants • Enhanced corporate image as eco-friendly building • It costs building management close to $0 to do recycling
  15. 15. Current office recycling eco system Informal recycling areas (pantry, cargo lifts, where aunty sits Outside office door Common garbage area Building management Common formalized recycling areas Garung Guni Trucks Garung Guni Trucks Sembawang corporation INFORMAL SYSTEM Tenant’s disposal Informal recycling system Push cart aunties, cleaners
  16. 16. The client INTENT STATEMENT Objective: How can we provide value added services to tenants by making the current informal disposal/recycling system more effective? Audience: Tenants New Value: For tenants – Engagement in recycling and informal economy; For building management - building brand image and value added service at low cost, For cleaners - broad level improvement of work environment and value of goods Opportunity: Create new recycling solutions that integrate into the daily life of office workers and create an appreciation of it Risk: Inability to change mindsets/apathy towards recycling and interaction with informal sector
  17. 17. Participants in this study Client Building management Informal service provider User Facilities manager Tenants Push cart aunty and uncle + Cleaning staff Middle men (Garang guni business) Informants (Security guards)
  18. 18. AUNTY: FREE LANCE CLEANER Personal profile: Lives with children, works to keep busy and earn some money, self motivated in search for work ROLE AND BEHAVIOUR Recycling ‘bundled service’ with cleaning office Does not influence recycling behaviour among tenants Keeps within building policy Has an unofficial “office” for storing and sorting the waste paper High interest in recycling High cost sensitivity High ability to influence change in behaviour Low Interest in recycling Low cost sensitivity Low ability to influence change in behaviour NEED STATE High margin Maximize resource of time and capacity Safety Access and storage
  19. 19. Current office recycling service system “Where can I dispose carton boxes?” Dispose waste paper whichever way is the most convenient Formal Service Provider Dispose/Collect Waste Paper “Bring it to general disposal bin.” Random disposal point Provide general disposal bin (No recycling) Pick up by waste disposal service Informal Service Provider Service User Information “Put it outside office and I’ll collect.” Collects waste wherever she sees it Pack & sort waste paper Transport to collection point “John” Tenant SERVICE EFFICIENCY GAPS “Annie” Building Management “Aunty Cleaner/Waste paper collector
  20. 20. Service efficiency gap Ignorance / Indifference towards recycling among tenants Out of sight, out of mind: Recycled materials are perceived to be part of garbage and kept away from public sight and hidden Building management information gap Inconsistent & insufficient information on right way to dispose waste paper No clear designated disposal points
  21. 21. Designing solutions for Service efficiency gap CHALLENGE <FORMALIZED COMMUNICATION> How do we inform & encourage service users of right disposal habits to optimize recycling? Green Ambassador go-to person for right disposal/recycling info “Did you know?” stickers to educate office on right waste paper recycling and disposal points Boot camp for tenants to create useful outcome of recycled materials Periodic eco-related events and activities at compound (e.g. contest, quiz, workshop, giveaway)
  22. 22. Service Packages Building on current system Service Package Inclusive New business opportunity integrating with informal economy Basic Regular Plus Services Via Aunty Ad-hoc/Self-drop recycling service Vacuuming, dusting, washing cups, cleaning windows, clearing bins, watering plants, taking away carton boxes + Via Building management On-demand recycling service Mopping, wiping of tables On-demand on call service, In-office recycling bins Frequency/Week (Month) n.a 1 (4) 3 (12) 5 (20) F.O.C. $xxx $yyy $zzz Pricing
  23. 23. Current office recycling service system “Where can I dispose carton boxes?” Dispose waste paper whichever way is the most convenient Formal Service Provider Dispose/Collect Waste Paper “Bring it to general disposal bin.” Random disposal point Provide general disposal bin (No recycling) Informal Service Provider Service User Information “Put it outside office and I’ll collect.” Collects waste wherever she sees it Pack & sort waste paper “John” Tenant Pick up by waste disposal service “Annie” Building Management “Aunty Cleaner/Waste paper collector SOCIAL WELFARE GAPS Transport to collection point
  24. 24. Push cart aunty’s work flow and pain points COLLECTION PAINPOINTS CLEAN PICK UP • Not much is collected as not everybody knows where to dispose • Only have access to things disposed downstairs • Turf fights amongst cleaners and push cart aunties PACK & STORE STORE SORT • Lack of formal storage space leads to fire hazards and friction with building management • Things are left on the street, or in rubbish collection area which decreases value of product • Lack of pre sorting by users lead to push cart aunties having to sort them out manually TRANSPORT SELL ASSEMBLY & DISPOSAL CARRY SELL REMOVAL • Carts are heavy and packed up to 70 – 100 Kg at one time • Pushing on the road is dangerous • Weather dependent • Garung Guni trucks collection points only happen at fixed hours and one cannot miss it
  25. 25. Designing solutions for Social Welfare gap CHALLENGE <ENABLING PROVIDERS> How to improve welfare and without convenience or productivity trade off? Informal recycling push cart innovation with safety and productivity features Safety education for Push Cart Aunties in collaboration with NEA and MCYS via Semb Corp/Garang guni truck Aunty Hub: Designated storage place for such waste paper collection within building Tenant education on sorting to aid in increase value creation of recycled collection
  26. 26. Benefit to overall system Building management Push cart aunties and cleaners VAS at low cost Brand image as green campus Work safety Maximize value Better working relationship Government Support marginalized workers Office recycling system FORMAL INFORMAL Tenant Garang Guni truck Convenience CSR Bigger collection for more sales
  27. 27. 1. Does the informal economy exist in my category and how do I go about identifying it?  Map out inefficiencies in the market and identify who may be servicing them
  28. 28. 2. What should I be looking out for when I am observing the informal system?  Activity flow, hidden touch points and where value is being created  Which areas can I service or collaborate with in the informal economy?
  29. 29. 3. How can I benefit from looking at the informal economy?  Consider how services can be enhanced  Possible new revenue streams  Uncover new needs
  30. 30. In praise of shadows …. www.consumerfaces.com www.bareinsights.wordpress.com manisha.dikshit@consumerfaces.com Thank You
  31. 31. Platinum Sponsor Media Sponsors Association Partners
  32. 32. November 20-21, 2013 | Singapore Twitter Hashtag #QUAL360
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×