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ONES-After Sales Service Design
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ONES-After Sales Service Design

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To solve problems such as lacking accesses, shortage of useful information about small problems, and confusing about what happens. ONES provides multi-access (phone, mobile phone, website, SMS, and ...

To solve problems such as lacking accesses, shortage of useful information about small problems, and confusing about what happens. ONES provides multi-access (phone, mobile phone, website, SMS, and Email) to help customers schedule their service, gather and share the experience, and track the process. The aim of it is to enhance the efficiency and flexibility of customer experiences.

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ONES-After Sales Service Design Presentation Transcript

  • 1. NES AFTER-SALES SERVICE SD 5526 Demonstration Project Joy ZhouYi SHAO MDes Interaction Design School of Design HongKong Polytechnic University 28th July 2010Monday, 14 November, 11
  • 2. CONTENT RESEARCH Primary Research Secondary Research SYNTHESIS Problem Explanation Experience Strategy Design Objective Interaction Model DESIGN Concept Statement Video (Scenario) Key Interface Joy ZhouYi SHAO | NES | 2Monday, 14 November, 11
  • 3. RESEARCH Primary Research For Company For Customer Secondary Research Case Study Competitive AnalysisMonday, 14 November, 11
  • 4. The Definition of AFTER-SALES SERVICE A company’s a er-sales service is all the help and information that it provides to customers a er they have bought a particular product. from English Collins Dictionary http://dictionary.reverso.net/english-cobuild/after-sales%20service RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 4Monday, 14 November, 11
  • 5. The Importance of AFTER-SALES SERVICE CHONGHONG starts to transform from product industry to service industry. Great customer service could nurture and retain this loyalty between customer and company, especially in a er sales. Article from Docstoc http://www.docstoc.com/docs/13437596/The-Importance-of-After-Sales-Service RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 5Monday, 14 November, 11
  • 6. A er talking with manager of CHANGHONG’S a er- sales service subsidiary and several customers from di erent ages, I define 3 main problems of current system from customers‘ perspective. Primary Research For Company For Customer Secondary Research Case Study Competitive Analysis RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 6Monday, 14 November, 11
  • 7. SYNTHESIS Problems Explanation Experience Strategy Design Objectives Interaction Model Service BlueprintsMonday, 14 November, 11
  • 8. PROBLEMS EXPLANATION RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 8Monday, 14 November, 11
  • 9. PROBLEMS EXPLANATION RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 9Monday, 14 November, 11
  • 10. PROBLEMS EXPLANATION RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 10Monday, 14 November, 11
  • 11. EXPERIENCE STRATEGY Receive the Fix the problem Know about what service efficiently, even happened whenever I want independently ( status, situation, etc) RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 11Monday, 14 November, 11
  • 12. EXPERIENCE STRATEGY Receive the Fix the problem Know about what service efficiently, even happened whenever I want independently ( status, situation, etc) 1 2 3 Multi-access to the service Build platform to gather & share customer experience Provide service about tracking order DESIGN OBJECTIVE RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 12Monday, 14 November, 11
  • 13. CURRENT INTERACTION MODEL RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 13Monday, 14 November, 11
  • 14. INTERACTION MODEL RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 14Monday, 14 November, 11
  • 15. INTERACTION MODEL RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 15Monday, 14 November, 11
  • 16. INTERACTION MODEL RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 16Monday, 14 November, 11
  • 17. Current Interaction Model New Interaction Model RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 17Monday, 14 November, 11
  • 18. NES AFTER-SALES SERVICEMonday, 14 November, 11
  • 19. CONCEPT STATEMENT ONES is an a er-sales service designed to help customers schedule maintenance service, track the process and share the experience with multi-access, which aims to enhance efficiency and flexibility of customer experience. RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 19Monday, 14 November, 11
  • 20. RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 20Monday, 14 November, 11
  • 21. KEY FEATURES Schedule Experience Customized Maintenance Hub Information Service RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 21Monday, 14 November, 11
  • 22. EXPERIENCE HUB RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 22Monday, 14 November, 11
  • 23. VIDEO DEMO SCENARIO / INTERFACE h p://www.youtube.com/watch?v=N0xg-tFkwSA RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 23Monday, 14 November, 11
  • 24. SERVICE BLUEPRINTS RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 24Monday, 14 November, 11
  • 25. INFORMATION ARCHITECTURE RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 25Monday, 14 November, 11
  • 26. TASK ANALYSIS (PHONE SERVICE) RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 26Monday, 14 November, 11
  • 27. SPECIAL THANKS TO OUR SPONSOR We would like to thank CHONGHONG for sponsoring the MDes Interaction Design, School of Design, Hong Kong Polytechnic University and providing this great opportunity for our class to participate. RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 27Monday, 14 November, 11
  • 28. THANK YOU SD 5526 Demonstration Project Joy ZhouYi SHAO MDes Interaction Design School of Design HongKong Polytechnic University 28th July 2010Monday, 14 November, 11