Group 11 presented their analysis of the "Nanny in the Clouds" service. The service matches passengers with childcare experience to families traveling with children on flights. However, the service has experienced problems since 2014, including being too open without fee guidelines, not enough nannies to meet demand, and limited outreach through only the website. The group identified opportunities to expand targets to include elderly and disabled, set pricing guidelines, enhance nanny professionalism, create an app, and cooperate with more airlines. The teamwork was positive, with clear roles and responsibilities taken seriously resulting in new ideas and a good learning experience.

1. Group 11
Atee
Pam
Vicky
Ivy

2. What we will
mention
● What is Nanny in the Clouds
● Identify the Problems
● Research Tools
● Identify the Opportunities
● Reflect on Teamwork

3. “ Make flying easier by matching
passengers that have childcare
experience with families on the plane who
need extra hand with their children ”
Design service case:

4. How it Works …
● Registration of parents – family with baby, need
extra help during the flight
● Registration of caretakers – the passengers
who have the willingness to babysit children in
the flight
● List available babysitters – categorize the
babysitters by origin-destination, flight number
and time and display the available babysitters for
customer on the list
● Match caretaker and customer – the company
match caretaker and customer.

5. Customer feedback

6. Identify the Problems The company was on hold since 2014
1. The service is too open: users are the
one who set the price
2. Nanny is not enough with the demand.
According to some feedback from the
user that applied to use this service
however there not getting a result of
matching with any nanny
3. Limited channel: they only have the
website as the only channel to reach the
user.
4. They fail to gain the trust from the
families refer to feedback from the user

7. Research Tools
● Value Proposition
● Stakeholders Map
● Innovation Matrix
● Co-creation Framework

9. Opportunities
● Nanny in the clouds is offering families to travel with their kid with more
enjoyable and less pressure and not afraid of flying alone by matching a
family with someone on your flight who has childcare experience.
● This service is an innovative idea which can responses with the social needs
and enhancing the better use of resources.

11. Opportunities
● Only operates the general function in the company.
● Missing some essential stakeholders, such as human resources
department.
● In the future, the company need to get more and more stakeholders get
involved in this innovative project.

12. Existing Position

13. Future Position

14. ● To expand the target market to service both kids, elderly and disabled
people.
● The nanny fees should have some guideline and reasonable control by the
company.
● To have more channels to reach users besides website such as creating
an APP
● Cooperating with more airlines to get more publicity.
● To ensure the security of customers, hence need to have a nanny training
department.
Opportunities

17. Opportunities
● The previous service model is too narrow as stranger nannies make a
difficult to gain trust from parents to take care of their babies.
● Expand the target consumer group
● Company setting the guideline for the price
● Enhance the professionalism of nannies
● Create an official application

18. Expanding the Targets (Existing)
Family with kids

19. Expanding the Targets (Future)
Family with kids
Elderly
Disable people

20. Control the price (Existing)
Family with kids Nanny
Negotiating

21. Control the price (Future)
R & D Department
Hour rate: $$$$
Check-in: $$
In-flight: $$$
On board: $
Unload: $

22. Reflect on Teamwork
● Job: Idea creator &
Researcher
● “ I am very lucky that I can
take a part of this group,
every group members
worked diligently. I have
learned a lot of techniques
from them. Good
experience!”
● Job: Graphic designer &
Analyser
● “Our team working well
together, we have good
communication. I am have
learn a lot and happy to be
part of this group ”
● Job: Meeting recorder &
Researcher
● “I am really enjoy this teamwork.
Bring me fresh ideas about the
service design. More importantly, I
met a group of lovely girls”
● Job: Graphic designer &
Researcher
● “It was a educational cooperation,
we had clear division of work and
everyone takes serious
responsibility of it, so happy can
work with our teammates”

23. Reflect on Teamwork

24. Thank you for your time