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!
