CommonView

ICE BREAKER PROJECT Service Design

Accomodation for International Students Adrián Peñalver Madrid | Agata Juszkiewicz | Ruotong guan Tianjie Meng | Suhyeon Jo

Contents 01.

02.

03.

04.

Context

User’s story

Service

Final mock-up

Present problem

Persona Problem Insight

Purpose Process Research Target Alternative Payment

Application

Finding a new home is not an easy task

Cosy shared flat with nice flatmates

ONLINE PICTURES

Finding a new home is not an easy task

Cosy shared flat with nice flatmates

Actual cosy shared flat with nice flatmates

ONLINE PICTURES

REALITY

Meet Lily Hi! I’m Lily I am moving to study in London soon, but I am not very good at English, and that makes it a bit difficult to find a new home for me.

I won’t be able to travel in advance because of my visa. I am afraid of booking something online.

ed! t p e c ac t o g !!

I n ! o d d o n Oh G ving to Lo o I’m m

Lily Age

23

Ocupation

Student

Nationality

Chinese

Interests

Cosmetics, cats, shopping

Personality

Quiet, sensitive, introvert

Future studies

MA Design

Lily’s extensive research

Chinese social media and web brosers

+

Accommodation agencies operating in London

Lily’s general questions Where is the University?

What district should I live in?

Do I know anyone in London?

Can anyone advise me about my VISA?

Lily

Can I afford a student hall?

She has found two very good options online

1

I wish I could travel to London to visit them COSTS OF TRAVELING BEIJING-LONDON (ROUND TRIP) EU VISA

1.000 £

SIM card

50 £

Flight

(13 hours)

2 But it is impossible...

1.000 £

Airbnb

150 £

Other

250 £

TOTAL:

2.450 £

I should make a decision but online information is limited...

?

?

5 pictures are not enough... can I see more ?

?

I wish I could properly meet my flatmates.

?

...and I still have so many questions!!

?

Does it take too long to go to the Uni?

?

Is there enough natural light in the room?

?

?

Is the bathroom clean?

I have to pay all in one installment, I don’t feel secure paying it online.

Is the studio in a safe area?

Can I walk home at late hours?

The website is in English so I am not sure to understand everything.

?

Is there mold in the room?

I wish I had a friend in London to make some viewings for me...

Future-home televisiting for international students

BEIJING

LONDON

Future-home televisiting for international students BEIJING

LONDON

What is it?

It’s an App that allows international students to hold a videocall with students in their destination city —viewmates— while they visit their future accommodation.

How does it work?

1

Find your soul-Viewmate: Similarity is the key of trust.

IT’S A MATCH!!

IT’S A MATCH!!

LILY IN BEIJING

VIEWMATE IN LONDON

How does it work?

2

Schedule a visit to the flat

Let your viewmate contact the propperty agent.

Ok Lily, I will contact the agent to schedule the visit

How does it work?

3

Hold a video call with your Viewmate Ask her all the questions you have...

...and a few more that may arise!

Nice!!

LILY IN BEIJING

VIEWMATE IN LONDON

How does it work?

4

Give feedback and reward.

Payment per visit is fixed by the Viewmate and transportation is geographically priced.

How does it work?

5

Choose your future home or...

You can schedule another visit!

Journey map of Lilly before using our service Time

March

June

Action

Offer Letter

Have dicisoin of type of Accom

Visa Application

Opinion

Yay!!!!!!!!!

"Where should I live?

Average cost?

Wich type of accomm is suitable for me?”

When will I be able to move to London?”

"Do I have enough time to find a flat?

Emotions

I am very happy.

Let's celebrate.

Confused, insecure.

Disapointed: before visa can't move to London

Aug

Look for accommodation

Sep

Property Management

Contract

Flight

Moving

"Where can I get information?

Can I check my house specification before moving?

Check time-distance? Is there anyone to check my room?”

"Can I pay in installments?

Are they a safe company?”

“Do I understand the contract?

Do they have a chinese version?

Is there any translator to help me?Are they taking advantage of me?"

“When? How long?

Which arrival airport?

How to move from the airport to home?

Will I get lost? “

“Can I send my things in advance? “ “Will someone hold them securely until I arrive?”

Insecure, uncertain, distrustful, suspicious

Insecure, uncertain, distrustful, suspicious

Insecure, uncertain, distrustful, suspicious

Uncertain? Anxious?

Fear? Tired? Jetlagged? Very insecure

Very insecure

distrustful uncertain suspicious Insecure

Journey map of Lilly before using our service Time

March

June

Action

Offer Letter

Have dicisoin of type of Accom

Visa Application

Opinion

Yay!!!!!!!!!

"Where should I live?

Average cost?

Wich type of accomm is suitable for me?”

When will I be able to move to London?”

"Do I have enough time to find a flat?

Emotions

I am very happy.

Let's celebrate.

Confused, insecure.

Disapointed: before visa can't move to London

Aug

Look for accommodation

Sep

Property Management

Contract

Flight

Moving

"Where can I get information?

Can I check my house specification before moving?

Check time-distance? Is there anyone to check my room?”

"Can I pay in installments?

Are they a safe company?”

“Do I understand the contract?

Do they have a chinese version?

Is there any translator to help me?Are they taking advantage of me?"

“When? How long?

Which arrival airport?

How to move from the airport to home?

Will I get lost? “

“Can I send my things in advance? “ “Will someone hold them securely until I arrive?”

Insecure, uncertain, distrustful, suspicious

Insecure, uncertain, distrustful, suspicious

Insecure, uncertain, distrustful, suspicious

Uncertain? Anxious?

Fear? Tired? Jetlagged? Very insecure

Very insecure

distrustful

Dreamly

uncertain

Safety

suspicious

Ideal

Insecure

Missing info

Lack of trust

Clean

The Chinese case of Douban Group It’s a online community allows people who have same interests and requirements.

There are 17168 people in the group “Rent in London”

NOT IN LONDON WANT TO VISIT FLAT

LIVE IN LONDON HAVE EXPERIERCE

I’m moving to london next month.

I need someone to visit a flat for me

I live in London for one year now and I I have some experience about house hunting. I can visit a flat for you for some money in exchange.

The Chinese case of Douban Group

Want to visit flat before make

NOT IN LONDON

Have experience of renting a flat in London

Vitural View

LIVE IN LONDON

How much money I should pay him?

How do I communicate with him?

Missing info

Lack of trust

How much experience does he have?

Trust factors: benchmark research

• Ensure there is insurence $1m on every task.

• Amateur photos of detail, different parts of the product.

• Trust is based on the good faith of volunteers.

• Qualified and fully vetted handymen.

• Photos of processes of how they purchase products.

• Politeness in language and nice tone of voice.

• User can choose a handyman from the list.

• Sometimes they offer videos or livechat/streaming.

• Same gender of both blind and volunteer for sensitive topics.

• Detailed information about each handyman.

• After delivery return policy within the next 48h.

• Self introduction at the beginning of the conversation.

• Highlighted that safty is top priority of the company.

• Similarities between users

• Detailed informaiton about the stakeholders

• support sensitive touchpoints (payment)

Who is a Viewmate?

D ST U

U

UNIVERSITY VERIFIED

NT

INTERNATIONAL STUDENT

TO ST

DE

T EN

VIEWMATE

Viewmates are students who live in the destination city where international students will arrive.

They register as Viewmates on the app in order to view future homes on behalf of the international students.

Who can become a Viewmate?

4G

City knowledge

City travel

Fluent in languages

4G

Data+Smartphone

Only students. Because trust is our priority, viewmates’ profiles will be verified by Universities.

However, they will also meet the upper requirements:

How can users reach our service?

First information about the service can be obtained through various channels, but most likely through Universities and Real State Agencies.

University Newspaper Website Community web

User

Social Media

Real Estate Agency

Commonview

Value web - Stakeholders

info about accommodation channel advertisement oportunity

money

Community

Person who want to find home

CommonView

rate

University

Agency

Information about accommdation

Channel

Opportunity of advertisement

Rate

Money

Security

Viewmate

Alternatives for users who cannot use videocall What if they can’t make a video call?

Problems Long distance

Big time difference

Weak connection

How can we connect them??

INTERNATIONAL STUDENT

Video

VIEWMATE

Photos

Check list

Chat

Payments Discussions

Factors

Payment

Each Viewmate fixes their fairs per visit

CommonView will offer different adjustments to make the price specific

CommonView will hold the transaction until both sides confirm the service

Date

Time

Transport

Distance

Checklist

Thank you!