1) The document presents a project by Team Hot Wheels to design a mobile application called UMAP to help users of the Pittsburgh Bus System better plan and navigate their bus trips.
2) Research included interviews with bus riders that revealed frustrations with unpredictability of schedules and a lack of real-time arrival information.
3) The proposed UMAP app would provide interactive maps, real-time arrival times, and neighborhood guides to give users more control over their bus travel experience.
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
The document discusses the key lessons learned from the speaker's journey in service design over many years. The five main lessons are: 1) Service design needs to consider the experiences of both customers and employees; 2) There is ambiguity in service design and you won't always know what you're doing; 3) Storytelling is important for conveying service experiences; 4) Ideas are not as important as executing and sustaining ideas over time; 5) Service design requires collaboration between different stakeholders.
Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Urban mass transport system 21st century fall of transitREASH
This document discusses the history and development of urban mass transit systems. It covers the evolution from walking and horse-drawn vehicles in the 1800s, to early innovations like omnibuses, steam trains, and horse-drawn streetcars. Electric streetcars expanded dramatically in the late 1800s, improving mobility and enabling urban growth. Automobiles rose in popularity in the early 1900s, leading to declining ridership on transit systems. The document then discusses the current state of urban transport in India, including rapid motorization, growing traffic congestion, and an overview of the existing public transit system in India.
The transit system in Baton Rouge faces serious challenges, as it could run out of funding by October 2011 without additional revenue. It suffers from chronic underfunding compared to peer cities, with a funding level of only $27 per capita compared to $84 on average for peers. The current system is inefficient and unreliable, with long wait times averaging 75 minutes and total travel times of over 2 hours. Four reform proposals are presented: A) Basic reform with decreased wait times and increased routes; B) Increased ridership with faster waits and more routes; C) Broad appeal with highest level of service including BRT and streetcars; or D) No reform and declining service levels without more funding. Proposal C estimates a total budget of
This document contains analytical work samples from Chelsea Fenimore's graduate studies. It includes maps and analyses of:
1) Alley trash collection suitability in the Old West End neighborhood of Muncie, Indiana, which determines alleys suitable for trash pickup.
2) A food desert study of Hamilton Heights in Hamilton County, Indiana, which examines access to healthy food retailers.
3) A corridor redevelopment proposal for East 8th Street in Anderson, Indiana.
The document summarizes the design thinking process undertaken by a team to address the challenge of moving visitors from the National Mall to Pennsylvania Avenue in Washington D.C. The team first empathized with visitors through interviews to understand their needs and pain points. They then visualized solutions like improved signage and a mobile app. Prototypes were co-created and feedback was gathered. Based on feedback, an iteration of the mobile app "Hidden Gems of Washington" was developed. Next steps proposed integrating maps, signs and the app to promote awareness and providing WiFi to attract international tourists. The team learned the importance of engaging end-users, convergence and divergence in ideating, and prototyping to iterate designs.
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
The document discusses the key lessons learned from the speaker's journey in service design over many years. The five main lessons are: 1) Service design needs to consider the experiences of both customers and employees; 2) There is ambiguity in service design and you won't always know what you're doing; 3) Storytelling is important for conveying service experiences; 4) Ideas are not as important as executing and sustaining ideas over time; 5) Service design requires collaboration between different stakeholders.
Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Urban mass transport system 21st century fall of transitREASH
This document discusses the history and development of urban mass transit systems. It covers the evolution from walking and horse-drawn vehicles in the 1800s, to early innovations like omnibuses, steam trains, and horse-drawn streetcars. Electric streetcars expanded dramatically in the late 1800s, improving mobility and enabling urban growth. Automobiles rose in popularity in the early 1900s, leading to declining ridership on transit systems. The document then discusses the current state of urban transport in India, including rapid motorization, growing traffic congestion, and an overview of the existing public transit system in India.
The transit system in Baton Rouge faces serious challenges, as it could run out of funding by October 2011 without additional revenue. It suffers from chronic underfunding compared to peer cities, with a funding level of only $27 per capita compared to $84 on average for peers. The current system is inefficient and unreliable, with long wait times averaging 75 minutes and total travel times of over 2 hours. Four reform proposals are presented: A) Basic reform with decreased wait times and increased routes; B) Increased ridership with faster waits and more routes; C) Broad appeal with highest level of service including BRT and streetcars; or D) No reform and declining service levels without more funding. Proposal C estimates a total budget of
This document contains analytical work samples from Chelsea Fenimore's graduate studies. It includes maps and analyses of:
1) Alley trash collection suitability in the Old West End neighborhood of Muncie, Indiana, which determines alleys suitable for trash pickup.
2) A food desert study of Hamilton Heights in Hamilton County, Indiana, which examines access to healthy food retailers.
3) A corridor redevelopment proposal for East 8th Street in Anderson, Indiana.
The document summarizes the design thinking process undertaken by a team to address the challenge of moving visitors from the National Mall to Pennsylvania Avenue in Washington D.C. The team first empathized with visitors through interviews to understand their needs and pain points. They then visualized solutions like improved signage and a mobile app. Prototypes were co-created and feedback was gathered. Based on feedback, an iteration of the mobile app "Hidden Gems of Washington" was developed. Next steps proposed integrating maps, signs and the app to promote awareness and providing WiFi to attract international tourists. The team learned the importance of engaging end-users, convergence and divergence in ideating, and prototyping to iterate designs.
3d Printing EfC Conference 2014 Brian Emersonlegoemyr
Brian Emerson gives a presentation on 3D printing and its applications. He discusses the origins of 3D printing, how it has evolved from use in industry to personal use. Emerson outlines potential future applications of 3D printing, such as printing houses, food, clothing, and human organs. He encourages using resources like DonorsChoose.org to obtain funding for 3D printing projects in schools. Emerson also highlights a student project using 3D printing across multiple career pathways.
This document discusses how bus rapid transit (BRT) systems can enhance communities through placemaking. It provides examples of BRT systems that have incorporated urban design elements like architectural stations, public art, landscaping, and bicycle lanes. These placemaking features help BRT blend into the urban fabric and promote livability. The document recommends that BRT agencies integrate placemaking starting in the project planning phase to maximize community benefits.
Mt Pleasant Branch & E 131st Branch : Public Meeting #1ksuCUDC
This document provides information from a public meeting held on April 23, 2016 to discuss the Cleveland Public Library's (CPL) Community Vision Plan. The meeting agenda included an overview of the CPL Strategic Plan and Community Vision planning process, as well as work stations where attendees could provide input. The document outlines the scope of the Community Vision Plan, which aims to determine appropriate library services for each branch by 2019 through community engagement. It also provides background on the CPL branch network and details about the E 131st Street and Mount Pleasant branches.
This document provides an executive summary and overview of a research project conducted for Peter Pan Bus Lines. The consultants conducted research to help Peter Pan increase ridership by targeting college students, competitors' customers, non-bus travelers, and charter service users. The methodology included literature reviews, interviews, focus groups, and a survey. Key findings indicated that brand ambassador programs, social media, student discounts, direct routes, and a loyalty program could help increase ridership. Detailed recommendations and limitations of the research are provided later in the report.
The document summarizes transportation plans for Texas A&M football gamedays in Bryan-College Station. It outlines improvements made to address traffic congestion, including improved traffic and bus routing, signalization, and pedestrian paths. It also discusses plans for expanded shuttle bus service, more pre-paid parking options, and a new smartphone app to provide real-time traffic and parking information to fans. The goal is to handle larger crowds more efficiently and return the area to normal traffic flow within two hours after games.
The document summarizes the results of a neighborhood survey in Uptown regarding how people experience and get around the area today. It discusses physical features like sidewalks, crosswalks and vehicle speeds that influence the character of Uptown. It also examines street design strategies and transportation options to improve safety and create a more balanced multi-modal system. Finally, it looks at how building design and site layout impact the pedestrian experience and sense of context in the neighborhood. The purpose is to understand resident perspectives and identify design approaches that can shape Uptown's urban environment framework.
The document provides instructions for participating in a virtual public meeting about improving bus transit in Durham, North Carolina. It explains how to view closed captions, select a language, and call into the meeting. The meeting will include presentations on recommendations to improve access to bus stops, amenities at stops, bus speed and reliability, and priority transit corridors. The recommendations are based on earlier public engagement and analysis of existing conditions. The document invites participants to leave comments after the meeting by email.
The document summarizes the results of a commuter survey of 171 employees who commute to work in Devens, Massachusetts. It finds that most employees (162) drive alone to work either 5 days a week (130 employees) or 4 days a week (28 employees). Only 5 employees carpool to work 4-5 days a week, and public transit is used infrequently, with 1 employee taking it 2, 4, or 5 days a week. When asked what would encourage taking public transit to work, reduced fare or parking costs were popular choices. Most employees expressed interest in the upcoming improved Fitchburg Commuter Rail service but noted schedule or connection limitations.
Thomas Leech presented on examining modes of transportation for the final mile of journeys in South East Queensland, specifically Brisbane. He investigated surveys from the Department of Transport and Main Roads to analyze how people travel the last leg of their commute. The data showed that walking was the most popular option for both work and school. On average, people walked 279 meters to universities or TAFEs and 170 meters to full-time work. Growing population is increasing traffic, so improving public transit could help maintain infrastructure quality by providing alternatives to driving.
Cleveland Avenue Bus Rapid Transit Public Meeting - April 9, 2014COTA BUS
COTA is conducting preliminary design, engineering and environmental clearance for the Cleveland Avenue Bus Rapid Transit (BRT) Project. The proposed service will transport riders between downtown Columbus and Polaris Parkway/Africa Road, connect with existing bus routes, and include new stations. COTA is creating a unique identity for the proposed BRT/Enhanced Bus Service for Cleveland Avenue.
The marketing plan proposes a bicycle rental service called Campus Cruise for university students. It will provide bikes to rent on college campuses across the US. The plan outlines objectives to have the service in 5 schools in year 1 and 20 by year 2, with a revenue goal of $250,000 in year 1. It discusses targeting students who don't have cars as a convenient and eco-friendly transportation option. A SWOT analysis identifies strengths like convenience and environmental benefits, and weaknesses like lack of experience and start-up budget constraints.
This document summarizes a presentation on improving customer experience for public transit systems. It discusses how customer expectations have risen with advances in technology and information availability. Recent research approaches to better understand customer travel patterns using automated fare collection and vehicle location data are presented, including measuring service reliability from the customer perspective and developing customer classification systems. Improving real-time information for customers during their journeys and integrating payment and traveler information on mobile devices are seen as important future directions.
CPL150 | South Branch | Public Mtg 1 PresentationksuCUDC
Slide presentation shown at the first public meeting for the Cleveland Public Library's Community Vision Plan in the South Branch area.
The public meeting was held on Wednesday, December 10th at 6pm at Gruss Hall (3115 Scranton Rd.) in Cleveland's Tremont neighborhood.
More info on CPL's Community Vision Plan at www.cpl150.org
We help businesses and destinations become more visible and findable by developing branded wayfinding programs that set them apart from their competitors. Axia employs both art and science to assure function is strengthened by well-designed form. We plan, design and implement strategic plans that bring people to places more efficiently and help create a positive experience of discovery.
Architectural and constructions management experience since 2003 including 18 years located in UAE.
Coordinate and oversee all technical activities relating to architectural and construction projects,
including directing the design team, reviewing drafts and computer models, and approving design
changes.
Organize and typically develop, and review building plans, ensuring that a project meets all safety and
environmental standards.
Prepare feasibility studies, construction contracts, and tender documents with specifications and
tender analyses.
Consulting with clients, work on formulating equipment and labor cost estimates, ensuring a project
meets environmental, safety, structural, zoning, and aesthetic standards.
Monitoring the progress of a project to assess whether or not it is in compliance with building plans
and project deadlines.
Attention to detail, exceptional time management, and strong problem-solving and communication
skills are required for this role.
3d Printing EfC Conference 2014 Brian Emersonlegoemyr
Brian Emerson gives a presentation on 3D printing and its applications. He discusses the origins of 3D printing, how it has evolved from use in industry to personal use. Emerson outlines potential future applications of 3D printing, such as printing houses, food, clothing, and human organs. He encourages using resources like DonorsChoose.org to obtain funding for 3D printing projects in schools. Emerson also highlights a student project using 3D printing across multiple career pathways.
This document discusses how bus rapid transit (BRT) systems can enhance communities through placemaking. It provides examples of BRT systems that have incorporated urban design elements like architectural stations, public art, landscaping, and bicycle lanes. These placemaking features help BRT blend into the urban fabric and promote livability. The document recommends that BRT agencies integrate placemaking starting in the project planning phase to maximize community benefits.
Mt Pleasant Branch & E 131st Branch : Public Meeting #1ksuCUDC
This document provides information from a public meeting held on April 23, 2016 to discuss the Cleveland Public Library's (CPL) Community Vision Plan. The meeting agenda included an overview of the CPL Strategic Plan and Community Vision planning process, as well as work stations where attendees could provide input. The document outlines the scope of the Community Vision Plan, which aims to determine appropriate library services for each branch by 2019 through community engagement. It also provides background on the CPL branch network and details about the E 131st Street and Mount Pleasant branches.
This document provides an executive summary and overview of a research project conducted for Peter Pan Bus Lines. The consultants conducted research to help Peter Pan increase ridership by targeting college students, competitors' customers, non-bus travelers, and charter service users. The methodology included literature reviews, interviews, focus groups, and a survey. Key findings indicated that brand ambassador programs, social media, student discounts, direct routes, and a loyalty program could help increase ridership. Detailed recommendations and limitations of the research are provided later in the report.
The document summarizes transportation plans for Texas A&M football gamedays in Bryan-College Station. It outlines improvements made to address traffic congestion, including improved traffic and bus routing, signalization, and pedestrian paths. It also discusses plans for expanded shuttle bus service, more pre-paid parking options, and a new smartphone app to provide real-time traffic and parking information to fans. The goal is to handle larger crowds more efficiently and return the area to normal traffic flow within two hours after games.
The document summarizes the results of a neighborhood survey in Uptown regarding how people experience and get around the area today. It discusses physical features like sidewalks, crosswalks and vehicle speeds that influence the character of Uptown. It also examines street design strategies and transportation options to improve safety and create a more balanced multi-modal system. Finally, it looks at how building design and site layout impact the pedestrian experience and sense of context in the neighborhood. The purpose is to understand resident perspectives and identify design approaches that can shape Uptown's urban environment framework.
The document provides instructions for participating in a virtual public meeting about improving bus transit in Durham, North Carolina. It explains how to view closed captions, select a language, and call into the meeting. The meeting will include presentations on recommendations to improve access to bus stops, amenities at stops, bus speed and reliability, and priority transit corridors. The recommendations are based on earlier public engagement and analysis of existing conditions. The document invites participants to leave comments after the meeting by email.
The document summarizes the results of a commuter survey of 171 employees who commute to work in Devens, Massachusetts. It finds that most employees (162) drive alone to work either 5 days a week (130 employees) or 4 days a week (28 employees). Only 5 employees carpool to work 4-5 days a week, and public transit is used infrequently, with 1 employee taking it 2, 4, or 5 days a week. When asked what would encourage taking public transit to work, reduced fare or parking costs were popular choices. Most employees expressed interest in the upcoming improved Fitchburg Commuter Rail service but noted schedule or connection limitations.
Thomas Leech presented on examining modes of transportation for the final mile of journeys in South East Queensland, specifically Brisbane. He investigated surveys from the Department of Transport and Main Roads to analyze how people travel the last leg of their commute. The data showed that walking was the most popular option for both work and school. On average, people walked 279 meters to universities or TAFEs and 170 meters to full-time work. Growing population is increasing traffic, so improving public transit could help maintain infrastructure quality by providing alternatives to driving.
Cleveland Avenue Bus Rapid Transit Public Meeting - April 9, 2014COTA BUS
COTA is conducting preliminary design, engineering and environmental clearance for the Cleveland Avenue Bus Rapid Transit (BRT) Project. The proposed service will transport riders between downtown Columbus and Polaris Parkway/Africa Road, connect with existing bus routes, and include new stations. COTA is creating a unique identity for the proposed BRT/Enhanced Bus Service for Cleveland Avenue.
The marketing plan proposes a bicycle rental service called Campus Cruise for university students. It will provide bikes to rent on college campuses across the US. The plan outlines objectives to have the service in 5 schools in year 1 and 20 by year 2, with a revenue goal of $250,000 in year 1. It discusses targeting students who don't have cars as a convenient and eco-friendly transportation option. A SWOT analysis identifies strengths like convenience and environmental benefits, and weaknesses like lack of experience and start-up budget constraints.
This document summarizes a presentation on improving customer experience for public transit systems. It discusses how customer expectations have risen with advances in technology and information availability. Recent research approaches to better understand customer travel patterns using automated fare collection and vehicle location data are presented, including measuring service reliability from the customer perspective and developing customer classification systems. Improving real-time information for customers during their journeys and integrating payment and traveler information on mobile devices are seen as important future directions.
CPL150 | South Branch | Public Mtg 1 PresentationksuCUDC
Slide presentation shown at the first public meeting for the Cleveland Public Library's Community Vision Plan in the South Branch area.
The public meeting was held on Wednesday, December 10th at 6pm at Gruss Hall (3115 Scranton Rd.) in Cleveland's Tremont neighborhood.
More info on CPL's Community Vision Plan at www.cpl150.org
We help businesses and destinations become more visible and findable by developing branded wayfinding programs that set them apart from their competitors. Axia employs both art and science to assure function is strengthened by well-designed form. We plan, design and implement strategic plans that bring people to places more efficiently and help create a positive experience of discovery.
Similar to UMAP- a service for the Pittsburgh Bus System (14)
Architectural and constructions management experience since 2003 including 18 years located in UAE.
Coordinate and oversee all technical activities relating to architectural and construction projects,
including directing the design team, reviewing drafts and computer models, and approving design
changes.
Organize and typically develop, and review building plans, ensuring that a project meets all safety and
environmental standards.
Prepare feasibility studies, construction contracts, and tender documents with specifications and
tender analyses.
Consulting with clients, work on formulating equipment and labor cost estimates, ensuring a project
meets environmental, safety, structural, zoning, and aesthetic standards.
Monitoring the progress of a project to assess whether or not it is in compliance with building plans
and project deadlines.
Attention to detail, exceptional time management, and strong problem-solving and communication
skills are required for this role.
Best Digital Marketing Strategy Build Your Online Presence 2024.pptxpavankumarpayexelsol
This presentation provides a comprehensive guide to the best digital marketing strategies for 2024, focusing on enhancing your online presence. Key topics include understanding and targeting your audience, building a user-friendly and mobile-responsive website, leveraging the power of social media platforms, optimizing content for search engines, and using email marketing to foster direct engagement. By adopting these strategies, you can increase brand visibility, drive traffic, generate leads, and ultimately boost sales, ensuring your business thrives in the competitive digital landscape.
Practical eLearning Makeovers for EveryoneBianca Woods
Welcome to Practical eLearning Makeovers for Everyone. In this presentation, we’ll take a look at a bunch of easy-to-use visual design tips and tricks. And we’ll do this by using them to spruce up some eLearning screens that are in dire need of a new look.
1. UMAP
a service for the
Pittsburgh Bus System
TEAM HOT WHEELS
Christie Auw
Lauren Chapman
Bryan Cheung
Designing For Service
Fall 2010
Carnegie Mellon
School of Design
2. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
hunt statement
We are going to research how people
schedule their bus trips so that we can
deliver a more predictable system.
3. TERRITORY MAP
Port Authority of
Allegheny County
environment people
communicationtime
Bus Riders
Business People
Students
Families
Bus Driver
Visitors
Signage
Maps of Routes
Timetables
Cell Phone
Web Site
Figuring Out Route/Bus
Wait for Bus
Bus Ride
Rush Hour
Nights
Weekends
Bus Stop
Bus Ride
Stressful
Tired
Confused
Frustrated
Annoyed
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
4. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
“Waiting for 20 minutes for a bus, and not
actually knowing when exactly they’ll come.”
“It bothers me that there aren’t
timetables posted at most (or any?)
of the stops I’ve seen.”
5. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
“There are long stretches of no buses,
then 2-3 right after each other.”
“Don’t really plan, just hop on the bus.”
6. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CURRENT ENVIRONMENT
DESCRIPTION
7. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
8. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
9. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
10. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
11. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
current company perception
mission statement
To deliver outstanding transportation services
which connect people to life
vision statement
To become America’s premier public
transportation company
12. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
core competency
They realize that their system is outdated and in need
of change and are in the process of improving it.
13. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
pat needs
• Communicate clearly
• Increase efficiency & reliability
• Eliminate outdatedness
• Maximize funding
14. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
customer perception
• Confusing
• Dirty
• Unreliable
• Unpredictable
• Stressful
• Lack of resources
15. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
customer needs
• Just-in-time information
• Accessible & easy-to-understand resources
• Feel safe
• Predictable & reliable system
16. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
Intrastructure
Local
Destinations
Visitors
International
National
Regular
stakeholder map
definition discovery synthesis ideaton realization
17. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
service blueprint
Tourist Guides
Magazines
Newspapers
Internet
Information Centre
Concierge
Businesses
Bus Stops
Street Signs
Other Signage
Maps
Bus Stop
Bus
Bus Street Signs
Landmarks
Onboard Display
Street Signs
Landmarks
Maps
Other Signage
Sign
Physical Building
PHYSICAL
EVIDENCE
USER
ACTIONS
ONSTAGE
CONTACT
PERSON
BACKSTAGE
CONTACT
PERSON
SUPPORT
PROCESSES
Decide Ask Find Wait Verify
Travel &
Monitor
Find Arrive
Assists Assists Confirms
Drives route
Calls out stops
Notifies
Advises
Drives to
bus stop
Dispatches
bus
Provides traffic
updates
Port Authority
Trip Planner
Tool
RouteShout
System
Line of Interaction
Line of Visibility
Line of Internal Interaction
18. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
customer journey
Decide
Ask
Find
Bus
W
ait
Verify
Travel&
M
onitor
Find
Destination
Arrive
Customer
Journey
Information
Needs
Emotions
19. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Decide
Ask
Find
Bus
W
ait
Verify
Travel&
M
onitor
Find
Destination
Arrive
Customer
Journey
Information
Needs
+
Emotions
customer journey with problem touchpoints
20. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
design principles
1. Communicate to users
2. Feel in control
3. Implicit & integrated into the journey
21. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
new service strategy
To put users in control of their own experience
by providing just-in-time information in order
to increase enjoyment and ease of use.
22. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
moments of what could be
1. Interactive Map @ Bus Stops/Information Centres (w/ time component)
2. Break Maps down into neighborhoods
3. Creating Guide Map around neighborhoods
4. Improved Signage @ Bus Stops (indicating direction, time)
5. Real-time info @ bus stops -> expand and improve RouteShout
6. Improve website
7. Payments signs
8. Bus Shelter Design
9. Phone App
10. Map inside a bus to show where you are along a route
23. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
1. Interactive Map @ Bus Stops/Information Centres (w/ time component)
2. Break Maps down into neighborhoods
3. Creating Guide Map around neighborhoods
4. Improved Signage @ Bus Stops (indicating direction, time)
5. Real-time info @ bus stops -> expand and improve RouteShout
6. Improve website
7. Payments signs
8. Bus Shelter Design
9. Phone App
10. Map inside a bus to show where you are along a route
moments of what could be
24. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Introducing...UMAP
25. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
meet kyle and claire de lesseps
definition discovery synthesis ideaton realization
Age: Early 30’s
Location: From Montreal, visiting Pittsburgh
Occupations: Kyle is a physician, and Claire
is an elementary school teacher
Kyle and Claire are a young couple in their early
30’s from Montreal. Kyle is a physician by day, but
an ardent hockey fan all the time. Whenever there
is a hockey game, Kyle is either at the game (as he
is a season ticket holder) or at the local sports bar
with his buddies. Claire is an elementary school
teacher; in her spare time, she enjoys spending
time outdoors, drawing or painting nature scenes.
Both, however, do share a love for travel and enjoy
wandering around and exploring a new city. Walking
and public transportation allows them to do this,
but in a lot of cities, using these two means can
become frustrating due to a lack of information.
26. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
umap scenario
BUS
out
500, 75c,
74a, 29d
?
definition discovery synthesis ideaton realization
27. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
BUS
out
500, 75c,
74a, 29d
definition discovery synthesis ideaton realization
28. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
Wood
St
Ruskin
Fifth
Ave
Penn
Ave
HoweSt
definition discovery synthesis ideaton realization
29. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
BUS
out
500, 75c,
74a, 29d
definition discovery synthesis ideaton realization
30. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
BUS
out
500, 75c,
74a, 29d
definition discovery synthesis ideaton realization
31. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
proposed customer journey
Decide
Plan
Find
Bus
W
ait
Travel&
M
onitor
Find
Destination
Arrive
Customer
Journey
Information
Needs
+
Emotions
definition discovery synthesis ideaton realization
32. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
proposed service blueprint for umap
Tourist Guides
Magazines
Newspapers
Internet
Information Centre
Concierge
Businesses
Interactive Map
Bus Stops
Street Signs
Other Signage
Maps
Bus Stop
Bus
Street Signs
Landmarks
Onboard Route Map
Street Signs
Landmarks
Maps
Other Signage
Sign
Physical Building
PHYSICAL
EVIDENCE
USER
ACTIONS
DYNAMIC
INFORMATION
RESOURCES
STATIC
INFORMATION
RESOURCES
ONSTAGE
CONTACT
PERSON
BACKSTAGE
CONTACT
PERSON
SUPPORT
PROCESSES
Decide Plan Find & Verify Wait
Travel &
Monitor
Find Arrive
Drives route
Calls out stops
Notifies
Drives to
bus stop
Dispatches
bus
Provides traffic
updates
Real-time
scheduler
Line of Interaction
Line of Visibility
Line of Internal Interaction
Aids Aids
Guides Guides
definition discovery synthesis ideaton realization
33. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Any questions?
Thank you! :)