Within Reach - The Tool & Task Sharing Service

Within ReachMid-Revision

The Tool & Task Sharing Service

Master in Service and Experience Design 2011-2012In Conjuntion With: ExperientiaAcademic Support: Elena Pacenti, Nicole NeubergerMentor: Jan-Christoph Zoels Author: John Welch

What if you could borrow a like you borrow a ?

Would you borrow a like you borrow a ?

What if sharing was more pleasure and less sacrifice?

More like less like ...

Would you want to share?

www.jbasil.com/withinreach | Page 7

Topics1.

2.3.4.

Why? The Framework

When, Where, & Who? The Context

What? The Concept

How? The System


Framework

“There are currently no technological quick fixes for global warming. Our only hope is to change our behavior in ways that significantly slow the rate of global warming...

Climatologist Lonnie G. Thompson


Framework: The Largest Environmental Concerns

Credit: Azote Images/Stockholm Resilience Centre


Behavior Change Requires More Than Appeals to Reason

Doug McKenzie-Mohr

} Identify barriers to behaviors.


In Order to Create Lasting Behavior Change

Philip K. Lehman and E. Scott Geller

} Focus on environments and organizations.


More Than Informing... Enabling

E. Scott Geller

} Involve people to enable them.


Framework: Consumer Research on Sustainable Buying

Source: Procter & Gamble

To have an impact, we must appeal to the mainstream


Framework: Summary

• change people’s environments• solve people’s everyday problems• enable people, don’t just inform them• appeal to the mainstream


ContextWhen, Where, & Who?

TodayThis project has been completed in conjunction with Experientia, who are envisioning services for a low-carbon urban development.

A New Condominium in Torino

• 104 residential units, mostly above 602 m

• 300-400 people • retail and service environments• forest garden courtyard, application

of permaculture principles

corso Novara, Torino


Context: Who Is the Developer?

DE-GA

• known as forward-thinking• has completed a similar, low-carbon

building in Torino as well• Experientia has interviewed residents

of this previous development


Context: Who Are The Residents?

Higher-Income Couples and Families

• 104 units: 3% studios for singles, the rest are between 90-1002 meter, smaller are 602 meter

• 25 high-end units which are largest in the building: 3000-4000 Euro per sq meter

• targeting people who are moving in out of town

• developer attracts people who will try something new

• main target is middle class and higher

?


Context: Interviews by Experientia

Main drivers for community initiatives were shared domestic needs child-related needs Lack of dedicated spaces for community actions and services

It would be helpful if [the doorman] was a reference for solving problems in the home.

DE-GA Condominium Resident


Context: Opportunities Identified by Experientia

Easier communication system to facilitate dialogue

and collaborationServices

to share with other condos

Common recreation and work areas

Services for mobility


A low-to-no carbon emissions block in Helsinki

Low2No carbon living — Sitra/SRV

A foundation forsocial housing in ItalyPresentation

Context: Sustainable Communities

Benchmark ExamplesLow2No, Federicia, Social Housing Foundation, Creative Communities, EMUDE, Collaborative Consumption, The Share


Context: Design Objectives

Provide a “meet in the middle” service, neither wholly catered nor self-organized. 1.



Address shared needs and services to solve open-ended domestic problems.2.



Don’t reinvent the wheel, make it amazing.3. Solutions exist, many people aren’t interested in them.


Ideas

Services for getting things done.

Services for making life pleasant.

Services for finding out more.

do it enjoy it learn it

Tool sharing

Second-Hand Market

CSA drop point, ordering

Community Courier

Nano-credit

Time bank

Keep Changing

Harvest Festival

NovaraBook

H&M Forever

Farm Workouts/Adopt-a-Farm

Everything Corso Novara

Welcome Aboard

Worm Farm

Forest Garden Museum

Maker Lab/Fix It Center


learn it

Direction: Which Idea?

Environmental Impact Specific Resident Needs?

do it

enjoy it


Nearly 50% of households own a power drill, most drills are only used for 12 minutes... in their entire lifetime.Rachel Botsman


Problems & Opportunities: Resource Sharing

Users must travel to share goods

User identities are digitally mediated

Users are focused on obtaining objects

Users solve one-time problems

Provide sharing at convenient scale

Use in-person meetings to build trust

Build community, work together, relate

Learn skills to thrive, prevent problems

PROBLEMS OPPORTUNITIES


The Concept

A goods sharing shop located in a condominium, with support for residents to share tasks.


The Concept: Tool & Task

Logo

Promise

Easy access to the goods and the help you need... in your own building.

Tool Task


Tool & Task: Offering Map

Borrow and Lend Goods• goods library• small workspaces• instructional cards• social spaces

Give and Get Help with Tasks• tasks board • skills profiles• photo sharing

TaskTool


ScenariosPlease visit www.jbasil.com/withinreach to watch the video scenarios.


Feature Snapshot: Goods Library

Construction Toolshammerleveldrillladderscrewdriverstape measure

Outdoors/Sportsbackpackstentsmapsguides/bookssoccer balls/goals

Kids/Familyhigh chairsplay pens

Electronics/Officebattery chargersdigital camera/video cameraprinter/copier/fax/scannerpackaging and mail tools

Housewarechairstables w/tableclothsdinnerware


Tool Feature Snapshot: Small Workspaces


Feature Snapshots: Cards

how to

USE A DRILLSAFELY

Always always, always check for any electricity cables running through the wall before you start drilling.

Never wear loose clothing or dangling jewelry which could catch in the drill as you lean over it.

The drill bit will become hot with use so keep your hands off of it.

Make sure you use the correct drill bit for the type of wall you are drilling into.

More at www.portanuova.it/howto

1

2

3

4

Thank You! Marilena Pomodori

Task

I Need Help with sewing some curtains for our boy’s room, his i Puffi curtains are too big for the window!

On This Date almost any time during the next two weeks would be great!

My Info

apt no. #56phone 338 387 5933email


Concept Details: The Shop

Social Spaces

Shopkeeper


Forest Garden

15 m

10 m

PersonScale: 1 cm = 1 m

Additional Storage for Maintenance, Overstock

Tasks/Skills

PhotoSharing

Concept Details: Shop Layout


Concept Details: The Shop

Kiosk RFID Key Fob Lockers

Self-checkout allows 24-hour access, decreases residual costs of staffing


System Details

Regular UseInitial UseDiscovery

Lend ToolAid Task

Borrow ToolPost Task


The System: Discovery Flow

Introduce Tool & Task service as an amenity

Produce advertisements

Hire salesperson

Produce Welcome Packet

Provide move dates

Produce invitations

Hire shopkeeper, provide training

Meet with salesperson

Visit site, website, view brochure

Meet with salesperson

Pay, sign contract, plan move

Move belongings into new space

Explore new building

Provide Welcome Packet with condo details and Tool & Task information

Invite new residents to Tool & Task picnic event

System

Touchpoints

Discovery

Resident

Move InPurchase HomeDiscover Condominium

Invitation

Organization


The System: Initial Use Flow

Aid resident in registration

Answer questions about service

Produce guide, key fob, kiosk

Ready shop

Purchase initial tool inventory

Produce instructional poster

Inventory management system

Criteria for need

Meet with shopkeeper

Receive key fob, How To guide, aid

Optionally meet with shopkeeper

View instructional poster if needed

Bring good to Shopkeeper

Aid resident in first-time use

Have high-demand tools ready

Assess need and condition of good

Enter good into inventory system System

Touchpoints

Initial Use

Resident

Contribute First GoodUse for First TimeRegister for Service

Organization

1.2.3.

How To



Use lockers, kiosk and key fob


Record return

Record condition of item

Return Good

The System: Regular Use Flow

Display goods

Indicate if unavailable for reserve/checkout

Reservation System

Website, Smartphone App

Provide lockers, checkout system

Produce instructional poster

Produce instruction card

View goods

Optionally reserve goods for future use

Use lockers, kiosk, and key fob


Bring to use location

Optionally use instruction card

Record checkout of good

Provide email/print confirmation

Provide instruction card

System

Touchpoints

Borrow Tool

Resident

Use Good Check Out GoodChoose Good

Organization

1.2.3.

1.2.3.How

To



Bring good to Shopkeeper

Remove good from inventory system

Remove Good


Assess need and condition of good


Criteria for need

Notifcation system Criteria for pauses

Bring good to shopkeeper

Wait while shopkeeper checks in good

Indicate length of pause

Check out good

Record check in of good

Provide email/print confirmation

Change status of good to reserved

Communicate limitations on pauseSystem

Touchpoints

Lend Tool

Resident

Pause LendingCheck In GoodOffer Good

Organization


Optionally aid in performance of task, depending on details

Aid in Task?


Record task

Provide entry points for recording task: website, app, kiosk

Notifcation system

Provide a description of the task and contact information

Check touchpoints

Receive notification through preferred touchpoint

Meet resident to determine details of task, or possible compensation

Send notification of interest in task

System

Touchpoints

Post Task

Resident

Agree on TaskAwait ResponsePost Task

Organization


Optionally teach skills needed for task, depending on details

Teach Task


Display tasks

Provide display points for tasks: website, app, task board, kiosk

Notifcation system

Check task description and contact information

Use asker’s preferred contact information

Meet resident to determine details of task, or possible compensation

Provide contact information

System

Touchpoints

Aid in Task

Resident

Agree on TaskContact AskerBrowse Tasks

Organization


The System: Channels & Touchpoints

ShopKioskShopkeeperSignageLockersRFID Key FobTask BoardInstruction CardSkills SheetDesktop

WebsiteEmail

MobileSmartphone App


The System: Mobile Channel


The System: Shop Channel

In-Shop KioskAllows all functions, and additionally:• the checkout of tools• printing of task, skills,

and instruction slips


The System: Business Model

DeveloperService IntroductionStaffing First MonthsInitial Tool Inventory

ResidentsContribute ToolsShare TasksRequest AdditionsDonate GoodsPost Skill Profiles

Management CompanyCleaningInventory ManagementPrinting of Task Slips, etc.

Tool Task

Residual Condominium Fees

Initial Purchase Price


Shares Tasks Requests Additions

Provides FeedbackPosts Skill Profiles

Pays for Service

Resident

Invites Residents

Guides Use

Answers Questions

Puts Signboard in Front of Shop

Checks Status of Goods

Keeps Shop in Order

Enters Goods into Reservation System

Shopkeeper

Introduces Service

Condo Sales

Cleans Shop

Shop Setup

Maintenance Person

Borrow & Lend Goods

Get Paid

Borrow & Lend Goods

Get Paid

Get Paid

Borrow & Lend Goods

Get Help with Tasks

The System: People & Tasks


Tool & Task: Value Proposition

Experience Benefits

• access to tools that solve daily needs, without having to buy them or store them

• live with less stuff in your space, especially apartment space

• make living in smaller spaces more palatable, by decreasing use of living space for storage

Developer Benefits

• a new model of amenity services that differentiates their offer to potential buyers

Sustainability Benefits

• live with less stuff in full use of underutilized resources

• cultural changes: stepping stone to people feeling comfortable living with less, build reliance on each other to help solve problems


Next StepsProject Development

Community Model

• What are the “rules” of the service, and how can the “rules” turn into experience opportunities?


Future PlansPossible directions for further development

For DE-GA

• this service becomes a model for other “condominium scale” services

• a package of services is developed, services most relevant to the building context are selected for implementation

• network of services provided by this developer, if buildings are nearby, utilizing the infrastructure of the buildings to provide services at a scale not possible with one building (e.g. a platform)

For this service

• expansion of sharing into mobility

Would you borrow a like you borrow a ?

Documents

Within Reach - The Tool & Task Sharing Service