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SERVICE DESIGN

From design to experience in thehospitality and tourism industry

Design and the Service Experience

School of Visual Arts, Interaction Design program

David Bellona

Kristin BreivikChristopher CannonTina Ye

December 16, 2011

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ORIGINAL HYPOTHESIS

The post-trip space is under-served.

There is an opportunity to help peoplemake the sudden transition fromvacation back to daily life.

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HOME

Discover

P an

ourney to

Exper ence

Post-trip

Journey ac

AWAY

RECAP: POST-TRIP SPACE

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RECAP: PERSONA TYPES

Young parents

Hard worker

SuburbanRetireeCollege grad

Free-wheelingFreelancer

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PLANNING JOURNEY TO VACATION JOURNEY BACK ONE WEEKARRIVAL HOME

Free

Reti

Har

Coll

Pare

RECAP: PSYCHOGRAPHICS

The hassles of traveling home detracts from the excitementof planning, traveling, and being on vacation.

KEY OBSERVATION

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KEY INSIGHT

Unpacking, putting things

away... it will take days, soI just wont do it.

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EXPANDED SERVICE CONCEPT

We can solve twoproblems at once...

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1: MAKE TRAVELING EASIER

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2: UTILIZE STORED LOCAL GOODS

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Luggage-free travel+

Underutilized local goods=

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HOME

Discover

Plan

urney to

Experience

Post-trip

Journey back

AWAY

BEYOND THE POST-TRIP SPACE

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VACATIONERS

LOCAL LENDERS Underutilized local good

Luggage-free travel

Thevacationspace

BEYOND THE VACATION SPACE

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INTRODUCING...

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SERVICE DESCRIPTION

STREAMLINE

Store smart. Travel light.

Streamline is a service that empowers

locals to rent their idle goods to touristswho want to travel light.

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Local Lenders

STREAMLINEStorage & rental service

Travelers

CONCEPT MAP

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Store smart.Travel light.

Get your life Streamlined today

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!"#$%&'()$ +,-%"$

!"#$ &'()'$*+ ,*(-+" .)/01$"22*$ 3'0 $*+1*45 6-*(7 8"#$ 01'109($*4:10 '+4 ;"$*555

!"#$%&'()$ .$/0

!"#$ ,$*7 > ?8@$:4 @:(8(2* 3'0 A#01 $*+1*4

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6'++"+ ?*2*+

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5#$6 7388 9:;#(- ;(&,%): ()?> @ =%#$$#0 @ A#$00 @ 9$',

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SERVICE BLUEPRINT

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LENDER

STREAMLINEBACKSTAGE

STREAMLINEFRONTSTAGEBORROWER

STREAMLINEFRONTSTAGE

LENDER

BORROWER

Wants item(s)back, makesrequest on SLwebsite, sched-ules delivery

SL receivesrequest andnotifies storagefacility

SL sends email tofollowup QA ofobject experience

Rates experienceand quality ofitem(s)

Email - Please Rate

SL

Photographertakes photo, QAmanager checksquality, updateswebsite

SL receives orderand processes it

SL employee getsitem(s) at storagefacility and readiesfor shipping toBorrower

Import ormanually inputtravel info (foravailable objectsat destination)

Select desireditems to rent andputs in order

Discovers SLthrough travelbooking sites

Travel Booking Site

Expedia

SL Website Enter Info

Borrow!

VacationDetails

SL Borrow!

SL Website Select

SL

Checks SLaccount to seeearnings balance

Hotel receives SLbox and conciergesends it toBorrowers room,unpacked

SL creditsLenders accountwith payment forborrowed object

SL employeeaudits item(s)when it arrives,checks fordamage, etc.

SL sendsnotification onorder status

Hotel house-keeping collectstagged item(s)for shipping backto storage facility

Travels todestination,check phone forobject status

Arrives atdestination, usesitem(s) ordered

Leaves item(s) inhotel whenleaving destina-tion, tags eachitem

Heads backhome luggage-free

Your items havearrived at the hotel

OK

Mobile Notification Object

Object

SL

Object

Object

SL

Desire to makemoney off idleobjects throughSL

Fills out formabout item(s)and pays smalllisting fee

Receives SL box,puts item(s) inbox for shipping

Schedule pickupvia website orphone

Gives packed boxto delivery truck

Discover SL atstorage facilitywebsite

Partner storagefacility shipsboxes

SL contactspartners storagefacility todispatch pickup

SL employeereceives item(s)at storage facility

SL processesform and notifiespartner storagefacility

Lend!

SL Website Lend

SL Lend!

SL Website Form

SL

Storage Website

SL

SL Boxes Mobile Interface Delivery Truck

FedEx Thanks

SL Return Form

SLSL

Earnings Statement

SERVICE BLUEPRINT

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CONCEPT MAP

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SL

SL

SL

CONCEPT MAP

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Store Smart. Travel Light.

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THANK YOU

(MINT ON PILLOW)