5. Confused
What They Hear?
What They
Feel?
What They
See?
What They Do?
More
manpower
required
Long
Queues
Rush for the
bus
Sad
Frustrated
Argument
Wait and come
again & again for
checking the
clothes
Poor laundry
service
Poor
conditioned
machines
Cash not
accepted
People
getting late
GAINS
• Increase efficiency of work
•Reduce communication gap
•Reduce conflicts between student for using
washing machines
PAINS
• Rush for the bus
• Argument with the laundry workforce
• Indulge in fights for the washing machine
• Non availability of Paytm
EMPATHY MAP
6. , 10
, 10
, 10
CUSTOMER JOURNEY MAP
During
Laundry
After
Laundry
Before
Laundry
Confused
regarding the
laundry
dates.
Get
frustrated if
the clothes
are lost.
Frustrated
when they
have to rush
for bus.
Sad during
writing entry
for the
clothed.
Sad when they
have to stand
in queue for
washing
clothes
Wait for the
clothes to be
washed
Wait for the
clothes to be
pressed
Keeps on going to
the laundry to check
whether the clothes
are washed or not.
Non
availability
of Payment
option.
7. IDEAS EMERGED
• Technological Introduction.
• Self Service Washing Machine and add on facilities.
• Mobile application to reduce Communication Gap.
• Making a Dump area for drop of cloths.
• Online Payment interface.
• Keep track of time.
9. CONCEPT
POSTER
FEATURES AND BENEFITS
Application based model.
Hassle free experience.
No long waiting in queue.
Getting notification on device,
about when is your laundry day
and also when clothes are done
you can go and pickup.
Ease of payment method i.e. G-
pay, Bank transfer, MyPhone, and
other payment wallets.
