PORTFOLIO GUANGYU CHEN
Contents
Hello
My name is Guangyu Chen.
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Previously, I already completed a bachelor’s degree of Engineering in China. The major is called General Layout and Industrial Transportation.I worked for one year as a general layout designer after graduation. My working responsibility was designing the residential area general layout plan and the pipeline construction drawing. Life was calm and steady.
PORTA BOARD Inventory-Storage Board For Nespresso
However, an industrial design house near my company gradually attracted more of my interest. Industrial design is more related to technology and aesthetics. And an industrial designer is in fact a problem solver and maybe more importantly, a problem seeker.
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The story later is I’m now a 1st year bachelor of ID in TU/e.
Coffee Vending Machine in TU/e Contact Me
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TEL:+31 644076098 EMAIL: chenaguangbb @ gmail.com
G. CHEN BOSCHDIJK 7-L 5612 HA EINDHOVEN
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SAKEY
Saving Energy Key
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StoryBoard
Many students in TU/e had the experience of ordering several drinks for fellow friends during lecture break. This storyboard is based on this context.
Coffee Vending Machine in TU/e Background: I joined a course named Human Factor and was inspired to discover some imperfect HF case in our surroundings. I looked around and thought the coffee vending mchine in TU/e can be developed better. And this project I will put my emphasize on User-Centered-Design.
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1. A fellow student asked Bas to order a coffee for him. Personal project Nov. 2017
2. There were many other students waiting in the line for the coffee.
3. Bas ordered first cup of coffee and paid for it.
4. After getting first cup, Bas ordered second one and paid once again.
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6min 46s Time for 1-cup people
5min 48s Time for 2-cups people
Objective
Identify the pain points of coffee vending machine in TU/e.
27% People who order 2 cups
USABILITY TEST
Lecture Break 9% People who order 3 cups
2min 26s
64%
Time for 3-cups people
People who order 1 cup
Coffee vending machine in TU/e is a convenient product in general. However, a quick usability test reveals that people run into 2 critical issues with this machine when ordering multi-cups.
Pre-research for time and people
Pre-research
I did a pre-research for a coffee vending machine during a lecture break. The break was 15 minutes. There were 11 people in total who ordered coffee. 1 of them(9%)ordered 3 cups. 3 of them(27%)ordered 2 cups.7 of them (64%)ordered 1 cup. In this research I can tell that ordering more than 1 cup is a nonnegligible situation. However, few people would order 3 cups or more, because it’s hard to grab 3 cups by hands. After understanding the situation I’ll start a usability test.
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Test Parameters
Test Tasks
What: Coffee vending machine system for multi-cups ordering. Who: Existing users who order drinks through this machine. Where: TU/e.
Task 1: Order 2 cups of same coffee. Task 2: Order 1 cup of coffee and 1 cup of chocolate and 1 cup of soup. (Tasks here were determined based on needs of ordering several coffee at one time. The participants need to perform one of the two tasks. Tasks were phrased as open-ended scenarios to avoid leading the user to solve their problem in a predetermined way. )
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MEASUREMENT
Task 1: Order 2 cups of same coffee. Task 2: Order 1 cup of coffee and 1 cup of chocolate and 1 cup of soup. 15 people participated in the test. 8 of them did task 1 and 7 of them did task 2. I found that repeated payment made some users feel irritated. In task 1, few participants noticed there’s a repeat-selection button when ordering second cup. Participants in task 2 feel more irritated in coffee choosing procedure.
ANALYSIS
This Usability Test uses three tools for measurement:
How many dutch users fail to pay at least once?
What is the ethnicity ? 67% Dutch Student
30% Fail at least once
15 people in total
A think-aloud protocol
With the think-aloud protocol I can check the emotions and behaviour of the participants during the performance of the tasks.
A questionnaire
The questionnaire consists of questions about demographics, a self made question about emotional responses and a standardized question.
Time notation
Time is measured how long it takes to order the amount of drinks on the Coffee Vending Machine. Time notation is a way to measure the efficiency of the machine.
87.5% Not realized the button 8 people in total
10 people in total
33% International Student
90% All success
Time proportion for one cup in average
How many international users fail to pay at least once?
20s Coffee Making
5s Payment
For task 1, How many people realized there is a repeat-selection button?
12.5% Realized the button
80% Fail at least once
payment procedure coffee-making procedure 5 people in total
58s in total
For task 2, What factors make you feel irritated ?
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29% 57%
choosing procedure waiting line
33s Choosing Procedure
43%
29%
20% All success
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DESIGN SUGGESTIONS
Findings: 2 KEY ISSUES x2
Few users discovered the repeat-selection function.
1. more noticeable mapping for the repeat-selection function
It’s a waste that an actually developed function cannot be found and used.
“Oh. I have to select the same coffee again !” There’s a tip on card reader. But it’s always in dutch even if users change the language mode in touch screen. So for international students there’s still no tips.
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No notification on the main interfact when fail to pay.
No tips on the main interface when pay failed. Experiencing uncertainty can affect how people perceive time.
“Failed? Errr... I have to make selection again!”
When fail to pay, the main interface will just stop in the deducting page for a while and return to home page automatically. Then users have to repeat the selection they just made and pay again. - Adding whith aura around this function after finishing last selection.
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- The card reader should be in the same language mode with the touch screen.
2. Clearer notification for transactions
- Adding a clear notification on the main interface when users fail to pay.
Here is my general process... Understanding Users
Prioritizing Needs
Prototyping Features
Testing
Storyboard Usability test
Personas Task flow
Paper prototype
Usabbility test
Product Design
Users Research
I’ve covered part 1: usability test And I want to make sure I design a system that people actually need. So personas and task flow will follow next...
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Persona Primary
Bas is the primary persona. He represents the dutch students or employees in Tu/e who would use coffee vending machine. If the primary persona is the target, all other personas are at least minimally satisfied.
Persona Secondary
dutch student drinking coffee cooking Behavior - grab a coffee during break - always help firends order drinks
Bas Needs - faster ordering procedure for 2 cups
people waiting behind me might feel annoyed when seeing me pay for the second coffee because it would keep them waiting longer. So second cup always make me become a bit stressed.
- tasty coffee 13
There are also quite a lot international students and employees in Tu/e. Sofie is the representative. They need to use the coffee vending macine too. But the situation is they don’t speak dutch and have different cultural background. They would be entirely satisfied by the primary persona’s coffee machine if one or two specific needs were added. chinese student studying with friends Behavior
Facts - normally just order 2 cups when helping friends. maximum 3 cups at one time - pay by card - long waiting line during break
- grab a coffee in library - sometimes help firends order drinks
Facts - satisfied with the current coffee vending machine when ordering 1 cup
Sofie Needs - clearer payment interface
Because paying interface doesn’t say anything, I always need to swipe the card for several times before paying successfully
- cheap coffee
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Identifying Needs for muti-cups ordering
Prioritizing Needs for muti-cups ordering
To conclude, there are generally 4 broad needs as below :
There are 4 epics, but this coffee vending machine already performed quite well in tasty and price. So I will put emphasize on the other two epics.
Faster process
Clearer notifications
Tasty coffee
I’ll break down those broad needs (epics) into sets of smaller needs.
Cheap coffee
3.One payment 4.Selection button
Epics
Break down into smaller needs
Needs
Needs
5.Coffee-preparing
Faster process
Clearer notifications
Less procedure
Objective time
1.Language mode
Nonduplicate actions
Perceptive time
2.tips on touch screen
5 Needs 15
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Task Flow
Solving Needs (1st & 2nd)
Deducting
When fail to pay, notification will be on both screen in the same language.
- Now users clearly know they need to insert their card again instead of waiting until this transaction expired.
First, I’ll solve the 1st and 2nd needs. They locate in stage 3: Deducting. 1st need: Corresponding language mode. 2nd need: Tips on touch screen.
When solving all the needs, I want to be precise. Just solving the paticular problem itself without creating new problems. Nothing more, nothing less. So I will use task flows to help me. A task flow is a walkthrough of the interactions a user takes to complete a story. It will give me bird’s-eye view of all the steps I should cover. Here is the Current Flows where I can locate the needs mentioned above.
Stage 1 Home
Stage 2 Select Drink
Preference Selection
Stage 3 Select
Deducting
Tap Card
Success to pay
Stage 4
Stage 5
Preparing coffee
Taking away
- In the same language mode
Fail to pay
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Solving Needs (3rd)
‘-’ and ‘+’ button are for deleting and adding cups
Now, I want to solve the 3rd need: one payment. One payment means you can order multi-cups before you pay. This is a new feature so some pages will be changed and current flow needs to be revised.
After selecting 1 cup of Dbl.Espresso and 1 cup of Cafe au lait, click ‘✓’ button to preference page.
Number of cups you ordered for certain drink
Loop for preference
Stage 1 New Home
Stage 2 Select mutiple Drinks
Preference Selection
Stage 3 Select
Deducting
Fail to pay
This seems an universal way to solve the multi-cups problem. No new pages added. But after doing a littel user test I found some new problems occured.
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Tap Card
Success to pay
Stage 4
Stage 5
Preparing coffee
Taking away
Problem:
1. Home page looks too complicated. And those ‘-’ , ‘+’ buttons seems too small to click. 2. It really affects users who just want to order 1 cup of drink.
After finishing preference for 1st cups, click ‘>’ to select preference for 2nd cup.
Lessons Learned: NEW FEATURES SHOULD NOT AFFECT ORIGINAL FEATURES !
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Solving Needs (3rd)
New Problem Arises Now I imagine users are using the new system to order multi-cups. However, the work flow I just made might run into the situation below.
From the Failure of last try, I leart that if I want to add multi-order function, try not to let the revise affect 1-cup ordering.
Select another cup
Stage 1 Home
Stage 2 Select Drink
Preference Selection
Stage 3 Select
Deducting
Tap Card
Fail to pay
This seems a simple way to solve the multi-cups problem. But is it really okay to let the second-cup selection page be the same as home page ? Will it run into new problems ?
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Success to pay
Stage 4
Stage 5
Preparing coffee
Taking away Bas click back to the home page to order the second drink. But he suddenly got a phone call and left the machine immediately.
Then Sophie came to this machine. She saw current page was home page so she ordered drink in this page directly.
When Sophie tried to pay she realized that she had to pay another cup which she didn’t order.
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Add new button here
After selecting Dbl.Espresso and its preference flavor, click ‘+’ button to select second cup.
Another Solution 2nd cup
Select Drink
Preference Selection
Select
make it different from home page
From the mistake I just made I learnt one more thing : If I don’t want new feature affect the existing function, the new feature flow should involve as less old flow as possible. So I make another new feature flow, which is between stage 2 and stage 3. They are seperate to any existing stages.
Select another cup
Stage 1 Home
Stage 2 Select Drink
Preference Selection
Stage 3 Select
Deducting
Tap Card
Success to pay
Stage 4
Stage 5
Preparing coffee
Taking away
Multi-cups &One payment
Choosing preference for second cups. Then click ‘✓’ to confirm all the selections.
Fail to pay
Add bill here
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Payment after all the selections
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Solving Needs (4th)
Repeat Selection Button
The 4th need: emphasize on repeat selection button. The repeat selection button problem is easy to solve. As I mentioned before, Just make some emphasize on this button to guide users to discover it and actually use it, which will certainly save time for the needs of ordering multiple same cups. Here are the 3 pages that this button will apear.
Solving Needs (5th)
Preparing Coffee
Now I’ll solve 5th problem: More tap for preparing coffee. It locates in stage 4: Preparing coffee. When ordering more than 2 cups, consumers hope the 2 cups can be prepared at the same time, instead of one after the other. In fact, there are 2 taps in this coffee vending machine. But this machine can only allow 1 cup at one time, so just 1 tap is in use each time, which is a bit wasted of the other one.
Second choice page
Enable this tap for multi-cups ordering Home page Adding white aura around this button
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Finishing page
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PAPER PROTOTYPING
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Here are the re-designed interfaces. I’ll use the task of ordering 2 cups of same drinks to present.
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USABILITY TEST For the Paper Prototype
My general process...
1.I think that I would like to use this system frequently.
Understanding Users
Prioritizing Needs
Prototyping Features
Testing
Storyboard Usability test
Personas Task flow
Paper prototype
Usabbility test
2.I found the system unnecessarily complex. 3.I thought the system was easy to use 4.I think I need support of a person who is able to use this system. 5.I found the various functions in this system were well integrated.
Product Design
Users Research
6.I thought there was too much inconsistency in this system. 7.I think that most people can learn to use this system very quickly.
I’ve already covered 3 steps. Now I will use the paper prototype to do a general usability test...
8.I found the system very cumbersome to use. 9.I felt very confident using the system. 10.I needed to learn a lot before I could get going with this system.
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1
2
3
Strongly Disagree
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5 Strongly Agree
The system usability scale (SUS) is a simple, ten-item attitude scale giving a global view of subjective assessments of usability. What do consumers think about the interfaces after using it? I asked 7 people to participate in my usability test. And the avarage score of this interface is 82.5, which is higher than 80.3. Thia means people like this interaction and will recommend it to their friends.
82.5
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CONCEPT
STORAGE& INVENTORY SYSTEM
PORTA
Inventory- Storage Board For Nespresso Capsules Background: This is a group project I did in Introduction to Business Design. We designed an inventory-storage board for Nespresso company. The ultimate goal for designing this product is to sell it. So I deepened this business project and present here in my portfolio.
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What I have done: Conception Branding Requested Patents
Business Model Value proposition Financing
Team Project Dec. 2017
Nespresso is famous for the coffee capsules. These capsules make sure the coffee making simple. With one button of the machine, users can get the coffee they want. But when people use these capsules, they don’t know when a particular flavor of capsules is almost out of stock. Therefore I introduce an advanced storage system for these capsules, so the user has a good overall view of all the capsules which are available and the user does not have to worry about buying new capsules when one of the flavors need to be replaced, because the storage can take care of it and make inventory automantically. And the whole system can gather inventories from this region and make group inventory for all. It can benefit both customers and Nespresso company.
“ T H E S TO R A G E S Y S T E M I S A B L E TO CO U N T HOW MANY CAPSULES T H E R E A R E AVA I L A B L E F O R E V E R Y F L AV O R . I T C A N B E CO N N E C T E D TO A P H O N E , TA B L E T O R CO M P U T E R , TO E A S I LY ORDER NEW CAPSULES W H E N T H E S TO R A G E SYSTEM DETEC TS ALL ARE GONE”
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CONCEPT AND COMPANY
BRAND MATCHING
Main Purpose Improve Customer Service Nespresso is the branch brand of Nestlé. Their business model is trying to build their own system for coffee. Machines, capsules and service are the three essential elements in this system. I accept their business model and would like to help complete the whole system.
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This project will emphasize on service part. I try to give users better experience in storing capsules. Normally users have to buy quite a lot capsules at one time. In this case, how to store them orderly is a problem. Moreover, Nespresso is a luxurious brand and its customers are those who attach great importance to quality, style and conscious. So the storage system should not only meet requirement of convenient, but also exquisite.
Flawed Part Saving on Shipping Costs According to what I learnt from Nespresso, their shipping cost is quite high. For household customers, if there’s no physical shops around them, they can only order new capsules from Nestlé. Take American for example, standard shipping for 50 capsules is US$6.95, raising the total cost per capsule around US$0.7. However, shipping is free for orders of 200 capsules or more. So the more you order the cheaper the single product. That’s why I would introduce group purchase for Nespresso.
Final Goal Complete the Brand Image Automatic inventories can recognize users’preference so they don’t have to spend quite some time to order new capsules. And the group purchase system can lower the costs of capsules. All these can benefit both customers and Nespresso company. With easier and faster way of ordering capsules, Nespresso can get purchasing orders more quickly, which means more money. Moreover, with more meticulous service, the Nespresso system can be completed in details. A better brand image will be built.
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USER SEGMENT
CUSTOMER PROFILE
MARKET SEGMENT
The market can be divided into a few categories which make up the total segment. Below each categorie is listed and explained. A large part of the segment is based on the market of Nespresso, since the product will be brought out under their name. Age. Nespresso’s target group age lies around 45 to 65. And that would also be our target group. Income. Above average, Nespresso is an expensive brand, so you’ll need some money to be able to afford it.
Behaviouristic.
Gender.
Luxury or need to have everything done fast because they can barely find the time to buy more capsules, or this saves them time.
The average woman still earns less than men, especially within the age group we selected. Therefor more likely to buy this product. Profession. The top three categories with highest income are economics, law and healthcare.
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Psychographics. Nespresso is a luxury brand, and the concept will apply to this product. Only people who can afford Nespresso will buy it, and they’ll buy it because a lot of people know the brand and how expensive it is. If people then see them drink Nespresso, they know they can afford it which will give them status.
“PEOPLE WHO ARE INTERESTED IN OUR PRODUCT ARE PEOPLE WHO ARE INTERESTED I N N E S P R E S S O. THESE PEOPLE A R E G E N E R A L LY BET WEEN THE A G E O F 45 A N D 65. T H E Y H AV E A N A B O V E AV E R A G E TO I N CO M E , U S UA L LY H AV E A U N I V E R S I T Y AND A JOB IN THE E TCO N O M I C S , L AW O R H E A LT H C A R E S E C TO R ”
To further narrow the target market down, three hypothetical target customers are listed on this page. They represented a customer of a different age and demographic group, but all fall within our target market. As our concept includes the use of a smart mobile phone to quickly reorder the Nespresso capsules, the main target customer has to have a smartphone and the know-how to operate such a device. Marry Rhodes, the teacher. To keep up with her boys and the highschool children she teaches, Marry decided to buy an iPhone herself. Now she has to admit that she can’t live without a phone anymore. Just like Philip Brenton, Dick Schmidt has always been on the front row of adapting new technology. As a successful entrepreneur, he constantly had to adapt to stay number one.
Marry Rhodes, high-school teacher and tech savvy mom of two teenager boys.
Philip Brenton, CFO of a Fortune 500 company and father of a recent born daughter.
Dick Schmidt, retired entrepreneur with still a very active and sporty lifestyle.
Motivated by: Spending time with her children. Enjoying talking about herself when hanging out with her friends.
Motivated by: Time-saving products and services that give him more time to focus on his family and newborn daughter.
Motivated by: Spending time with his grandchildren and helping others reach succes in their lifes.
Demographics: Age: 48 years Income: $70k Profession: Highschool teacher Family: Married, 2 boys Hobbies: Hanging out with colleges and friends
Demographics: Age: 44 years Income: $120k Profession: CFO Family: Married, 1 daughter Hobbies: Spendig time with his family and friends
Demographics: Age: 72 years Income: $20k Profession: Retired Family: Married with 4 children Hobbies: Walking, spending time with grandchildren
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PATENTS REQUESTED
Trademarks This product need a trademark on the name and logo will be using. The product will be filled under the name and looks like Nespresso but will need a separate name and logo to distinguish it from other Nespresso products. So we decided to name it PORTA .Here on the left is the logo.
For this product, there are 3 IPRs need to be requested. This includes a technology patent, with a new type of system that’ll be unique for this product, a trademark and a registered design for the aesthetics of the product.
Technology Patent This inventory system consists of a rack in which 10 capsules can be stored per column, a technical part that knows how many capsules are stored per column and a part that communicates with an app on your smartphone about the capsules. 37
Registered Design As soon as the counting system knows that one or more of the columns are out of capsules it will send a signal to the companion app on the users smartphone or tablet. The app will show a out of capsules and present the user with two options:
Quickly reorder the same flavour of coffee capsules, or leads the user to a page in the app that shows recommendations based on previous purchases. The app will use previously gathered data to make the buying process go smoother and faster than before.
The storage system is designed to be able to stand upright on a table or hang on a wall. This gives the customer the choice where they are going to place the storage system.
The design consists of a couple of racks in which a full sleeve of 10 cups can be stored. You can insert the capsules via the extra space at the top of the rack and retrieve them via the bottom.
The rack will be made of metal rods welded into frame and shaped in a sine function for the aesthetic look.
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VISUALIZATION
BUSINESS MODEL CANVAS
VALUE PROPOSITION CANVAS VALUE PROPOSITION
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CUSTOMER SEGMENT
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PERSONAL PLANNING
BUSINESS MILESTONES Marketing Manager
- Identify the target market. - Test the product on the market.
Financing Manager
Business Consultant - Business advisers. - Good at making the ‘big-boys’ to the driven start-up companies.
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- Manage the initial start-up funds. - set a budget and realistic financial goals.
Administrative Worker - Tackle routine office work
Making a working prototype that can be presented to Nespresso within 1 month.
Getting a yes from Nespresso that they will invest in our business within 5 to 8 month.
Produce a market-ready prototype based on the feedback of the user test within 10 to 12 month.
Sell the product to the first customer within 4 month.
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ENVISION
A vast majority of American(90%)say that someone in their household forgets to turn lights off when they leave a room.
Energy is there whenever you need it or not. So it’s easy to forget where it comes from or how much it costs. Every year, we use more energy than we did the year before. Energy isn’t free. People pay for all the electricity they use. So wasting energy is the same as wasting money. And that’s not a good idea! So I saw a design opportunity for people who want to save energy in their house.
SAKEY Saving Energy Key
Background: This is a group project I did in a course called From idea to Design. We designed an energy saving key called SAKEY to help individual househoulds save electricity fee. And I deepened this project and present here in my portfolio.
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What I have done: Conception Prototype Business Modeling
Team Project Sep. 2017
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PERCEIVING
Ceiling
A simple HUD(head-up display) is used to detect the the beacon. The 5 signal lights indicate the amounts of connections with the beacon. The HUD would be placed on the ceiling so it can easily be connected to the power supply and will not be disturbing. And I want it to look like a clock, so it also displays the time.
30mm
We want to create a device that turns off the electricity in the house when you’re outside a certain perimeter of home(except a few things like the fridge). That have to be an object that people would bring with them when they are out. So we think up the key-chains-shaped beacon. I went with a smooth shape because it transmits less aggressive values and blends in.
SMOOTH
13mm 80mm
IDEATING
160mm Present time
Amounts of connections
6mm
25mm
Detecting
1 45
2
3
4
5
6 46
REALIZING
TECHNOLOGY
We used 3D printer made our beacon. And I polished it to be smoother and paint it in color. For the HUD, we used wood for the prototype. And we named the product ‘Sakey’, which means saving energy key.
For the attempt to make a prototype that shows the function we used infrared. It detects when the infrared launcher (keychain) is close. And when the IR sensor cannot detecte the keychain anymore it will send command to cut the power supply for certain eletric device.
infrared launcher batery 1
4
3V IR LED
connect to power infrared sensor
IR SENSOR
3V
sponge 2
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3
5
Sensor Circuit
Beacon Circuit 48
BUSINESS MODEL
FOR FREE
CUSTOMER & MARKET
The target customers are Energy companies. And their customers are individual households. Including Sakey in the packages will improve the image as an energy company. And with the benefit of saving electricity money will attract more individual households for Energy companies.
Ultimate Customers: Individual Household Target Customers: Energy companies
HAVING OUR PRODUCT EVERYONE GET BENEFITS !
Saving money for individual households: In Netherlands, wasted household electricity is up to 300 kWh / year. That’s around 59 euros / year. And Sakey will help the individual households save the money without any efforts or extra costs. Earning money for energy companies: I did a little research among 20 people around me. And found 6 of them would like to change into the energy companies which include Sakey. This means Sakey can help energy companies attract around 30% new users. And the amount of energy that wouldn’t be used will be outweighed by the amount of new customers. Money for the design team: Instead of asking money for the product costs, we would just ask installation fee from the energy companies. And when energy companies actually gaining profits, we need to share the benefits.
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OUR GOAL Our goal is helping to increase energy company’s income by selling less energy!
PRICING STRATEGY The decision on the price of the product and the pricing strategy impacts consumer’s decision on whether or not to purchase the product. We decided to include Sakey in the selling packages for energy companies free of charge. After energy companies attract more individual customers they have to share the benefits with us.
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THANK YOU