This document contains information from an investigation into crime and safety at Carnegie Mellon University. It includes a map of criminal incidents on campus, statements of the investigation's purpose and core competencies, and an analysis of students' perceptions of the university police department. Specifically, it finds that while students receive crime alerts, there is some miscommunication about what crimes occur on versus off campus and what services the police provide. It also notes a lack of collaboration between the police and students, and inconsistent response rates.

1. Crime & Safety
a service for Carnegie Mellon
THE INVESTIGATORS
Lauren Chapman
Kristle McCracken
Marcus Pérez Cervantes

2. TERRITORy MAp
Ni
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On
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yT
SEXUAL ASSAULT
us
Da
LARCENY
ARMED
ROBBERY
ARMED
BURGLARY ROBBERY
SEXUAL ASSAULT
MOTOR VEHICLE
THEFT
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BURGLARY
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Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

3. TERRITORy MAp
Ni
s gh
pu tT
am im
C
e
On
O
n
e
Ca
im
mp
yT
SEXUAL ASSAULT
us
Da
LARCENY
INCONVENIENCE
ARMED
ROBBERY
BREAKDOWN OF COMMUNICATION
ARMED
BURGLARY ROBBERY
RISKY BEHAVIOR ASSAULT
SEXUAL
MOTOR VEHICLE
THEFT
s
pu
Da
m
yT
Ca
BURGLARY
im
O O
ff
ff e
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Ca m
m t Ti
pu
s Nigh
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

4. HuNT STATEMENT
We are going to research what students know and do about
crime in order to make safety more convenient. We believe this
will promote safety and awareness of crime among students.
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

5. CORE COMpETENCy
CMU POLICE MISSION STATEMENT
The mission of the CMUPD is to enhance and promote safety at the
university through collaboration, proactive problem-solving, open
communication and the delivery of professional and dependable police
and security services.
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

6. CMu pOlICE: COMpANy pERCEpTION
Communication
• Students read and receive crime alerts
Miscommunication
• Students know more about crime off campus
than crime on campus
• Students confused about what CMU police do
(eg. safewalk)
• Not all students know police dept. number
Collaboration
• No collaboration with students
Dependable
• Response rate varies considerably
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

7. wHAT DO yOu THINk Of wHEN
SOMEONE MENTIONS CRIME?
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

8. wHAT DO yOu THINk Of wHEN
SOMEONE MENTIONS CRIME?
pERSONAl SAfETy
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

9. wHAT DO yOu THINk Of wHEN
SOMEONE MENTIONS CRIME?
pERSONAl SAfETy
MuGGINGS
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

10. wHAT DO yOu THINk Of wHEN
SOMEONE MENTIONS CRIME?
pERSONAl SAfETy
MuGGINGS
VIOlENT ASSAulTS
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

11. wHAT DO yOu THINk Of wHEN
SOMEONE MENTIONS CRIME?
pERSONAl SAfETy
MuGGINGS
VIOlENT ASSAulTS
NIGHTTIME
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

12. buT wE DISCOVERED ANOTHER
TypE Of CRIME...
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

13. REpORTED TO CMu pOlICE IN 2009
(both numbers have since risen)
BURGLARY
25
LARCENY
241
ASSAULT
1
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

14. Thefts occur most frequently:
library, university Center and Gym locker rooms
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

15. ENVIRONMENT DESCRIpTION
“Safety is protecting the well being of the campus
community while allowing them to conduct their daily
activities in the freest manner possible.”
- Graduate Student
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

16. “We get a lot of people who wander onto the campus, drug
addicts, etc, who aim to steal. A lot of cell phones, laptops
and bikes are stolen.”
- Carnegie Mellon University Campus Police
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

17. “Safety is having bodily security, not being afraid for your
life, comfortable leaving possessions in place without
them being at risk of theft.”
- Undergraduate Student
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

18. “When she lived in the dorms, she used to lock her stuff
whenever she would leave her room or some one she didn’t
know was in the room.”
- Undergraduate Student
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

19. “Students are easy targets. They’re least aware and
carrying a $2, 000 laptop.”
- Graduate Student
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

20. STAkEHOlDER MAp
RE
CTU
RU Preventative
O
RT ST Devices
Pets Dispatch Center
PP
CMU - Safety HQ
TY
SU
FE
SA
Security Guards
Escort Service
Detectives
U
CM
Campus Police
Safe Walk Dispatch Center
Student Police
Government Students Faculty & Staff
Safety Awareness
Educator
(Bike & laptop Pittsburgh Police
registration)
Safety Alerts
U. Pitt Police
Other Students
Paramedics
PAT Bus system
Dispatch Center
U.Pitt
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

21. STAkEHOlDER MAp
RE
CTU
RU Preventative
O
RT ST Devices
Pets Dispatch Center
PP
CMU - Safety HQ
TY
SU
FE
SA
Security Guards
Escort Service
Detectives
U
CM
Campus Police
Safe Walk Dispatch Center
Student Police
Government Students Faculty & Staff
Safety Awareness
Educator
(Bike & laptop Pittsburgh Police
registration)
Safety Alerts
U. Pitt Police
Other Students
Paramedics
PAT Bus system
Dispatch Center
U.Pitt
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

22. SAfETy IS INCONVENIENT IN TERMS Of...
Ask someone
Constant Vigilance to watch stuff
Packs up belongings, Police follow-up
Does not report with investigation
gets print out
Studying at library, Does not want to pack, When returns, Reports theft Buys new laptop
prints homework leaves belongings laptop stolen to CMU police
2pm 2:15pm 2:20pm
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

23. SpEED DATING
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

24. Have you ever wished you could o er your
friends a ride back home?
“Vice versa. Can you take me home?“
“You don’t think to ask people who aren’t Some friends accept and drive
Student drives to school. Before the Student leaves he or
there.”
she sends a noti cation to his or home together.
- Graduate o er a ride home.
her friends to Students
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

25. Have you ever wished you didn’t have to worry
about leaving your belongings unattended?
“I am always very anxious for fear of losing belongings.”
Student working at the library. He or she - Graduate Student ID to active the protection system of the desk.
Student uses CMU
has to get homework that is being printed.
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

26. NEw SERVICE STRATEGy
Our service strategy is to decrease campus theft, related
anxiety and to make safety more convenient.
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

27. NEw CuSTOMER jOuRNEy
Studying at library, Leaves belongings, When returns, Gives Look Out Continues working
prints homework knowing classmate is everything is still points to thank on homework
nearby watching out in place nearby classmate
2pm 2:15pm 2:20pm
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

28. MEET ERICA
Senior robotics student
Lives off campus
No car
Works at CMU late
Trusts CMU Low High
Awareness Low High
Responsibility Low High
Takes risk Low High

29. MEET ANDREw
Freshman history student
Lives on campus
Works at library
Hangs out at UC
Goes to gym 3X week
Trusts CMU Low High
Awareness Low High
Responsibility Low High
Takes risk Low High

30. [ VIDEO SkETCH ]
Designing For Service November 2010 Marcus Pérez Cervantes Lauren Chapman Kristle Mccracken School of Design Carnegie Mellon University

31. Application Visit day freshman Awareness
SERVICE bluEpRINT essay orientation event
Essay Welcome packet, Locks, Points,
brochure, email stickers, ID tags, takeaways, email
physical evidence phone app,
points
user actions Write about Attend, learn Attend: Attend,
looking out for personalize & participate
others register
belongings,
register look out
Line of interaction
Onstage contact Tour guide, host Presentation Event team
person team, program
director
Event team
Event team
Line of visibility
backstage contact Event team Look out team Event team
Admissions
person coordinators coordinators
committee
CMU police
CMU police
Line of internal interaction
Support processes Online Registration Flyers
application program
Look Out web
Look Out web app
Info about CMU
app
values & Email client
programs Email client

32. look out look out point rewards
SERVICE bluEpRINT assignment program
physical evidence Email Points Takeaways
user actions Read email, look Allocate points, Redeem points,
out look out pick prize
Line of interaction
Onstage contact
person Other CMU
students bookstore
Line of visibility
backstage contact Look out team Look out team Look out team
person
Line of internal interaction
Support processes Look Out web Look Out web Look Out web
app app app
Email client Reward scale Reward scale

33. Thank you
THE INVESTIGATORS
Lauren Chapman
Kristle McCracken
Marcus Pérez Cervantes