GONGCHEN PORTFOLIO
2020
Ciao! I'm Chen Gong, a service designer with the capability to design both physically and digitally.
TEL: +39-351-222-7995
MAIL: gongchen951@ gmail.com
EDUCATION
AWARDS
2018-now Politecnico Di Milano Master of Product Service System Design
5th National College Digital Arts&Design Awards
30L in Design Method & Interactive Systems Userbility Design
Tongji University Workshop in User Experience Design Xiangtan University Bachelor of Industrial Design
2013-2017
freelancer 2017
Dongtao co. ltd, CN • Research and design the touchpoints of the offline service with the UX team • Promote a new visual identity system for branding • Design posters and packages
Associate Product designper Puzhen design co. ltd, CN
CV
• Research in children's toys and output insights • Participate in the development of children’s teaching materials design, including prototype and 3d modeling
3rd China Creative Product Design Competition
11/2016
College students innovation and entrepreneurship competition
10/2016
Hunan Universities Industrial Design Competition
12/2015
2015 summer
EXPERIENCE Visual and experience designer
9/2017
Outstanding Graduate in Hunan Province
6/2017
School scholarship
9/2015
SKILLS 2016 spring
Service Design toolkits Sketch & illustration Rhino & Keyshot Film & after effect Axure & Adobe Xd page 2
1
HIRING a service to improve the recruiting experience
4-29
2
MERCATO dell' UNIONE a street market design for the new-born neighborhood
MERCATO dell’UNIONE
30-57
3
HORTENSIA a bracelet design for the diabetes
58-71
4 CONTENT
CLINIC MACHINE
CLINIC MACHINE a medicine vending machine based on community
72-101 page 3
From 03/2019-05/2019 TEAMWORK Michele Paludetti / Rosanna la Grasta / Daniela Vaccaro / Chen Gong
Facing the gap of lack communication between candidates and companies, Hiring is a service that combines a platform, app and a real-life employee of the company to support candidates throughout all the steps of the recruitment process.
DESIGN PROCESS
HOW MIGHT WE BRIDGE THE GAP BETWEEN CORPORATE RECRUITERS AND CANDIDATES?
RECRUITING
topic 1 2 3
During recruiting there is a lack of communication between companies and candidates. This uncertainty creates a GAP in terms of expectations for the candidate and in terms of approaches for HRs, resulting in a stressful and complex recruiting process.
re se ar ch
1. LITERARY RESEARCH 2. INTERVIEWS 3. TRENDS STUDY 4. POSITIONING MAP
page 6
4
HOW TO BRIDGE THE GAP
BUDDY PROGRAM
HIRING
hypothesis
solution
service
4
5
P M S
co nc ep tg en .
5. CO-DESIGN WITH CANDIDATE & BUDDY 6. CO-DESIGN WITH HRS
6
7 8 9 10 11 12 13 14 15 16
co
gn s i e -d
PS SD
de sig n
7. SCENARO 8. STORY BOARD 9. PERSONA 10. INTERACTION MAP 11. SYSTEM MAP
ng i yp t o ot r p
12. OFFERING MAP 13. BUSINESS CANVAS 14. TOUCHPOINT MAP 15. APP DESIGN 16. POSTER page 7
1.LITERARY RESEARCH Due to the gap 83%
74%
of candidates
of candidates
are unclear about timeline
drop off the recruitment process
86%
only 27% of HRs ask feedback after hirid
of candidates feel undervalued
52%
of candidates frustrated with lack answer
Source: http://blog.smashfly.com/2016/03/23
2. INTERVIEW want more communicaiton with the company
want better hiring experience
candidates:
want to build hiring culture of support and collaboration
HR: CHIARA YIHAN DESIGNER MANAGER
ALESSIA NEUROPHYSIOPATHOLOGIST
AGATA HR
Anna 20Y HR
CHIARA IKEA HR
SALVATORE 9Y HR
3. TREND STUDY # artifical intelligence
# gamification # talent pool development
# social recruiting
# employee referral page 8
4.POSITIONING MAP
event for candidate where experts can show experiences and company culture walking through the company
physical
CONCEPT buddy program to offer support to candidates through the recruitment process with the help of newly hired employees
invovle employees from other department
with experienced emplyees blog for candidates to explore and navigate through different kinds of contents create by experts about their experiences
digital network for candidates to ask and comment directly with newly hired employees about progress/ expectations in the campany
with newly hired
OPPORTUNITIES
integrate technology not as a substitute but as a tool
use collaborative hiring engaging current and former employees
improve communication and feedback
use different types of assessments according to job profiles page 9
PROBLEM:HOW TO BRIDGE THE GAP 5.CO-DESIGN WITH CANDIDATE & BUDDY We only had a rough idea before we started, we visualized the real hiring process, modularized our ideas on a card, and then we verified their real needs from our users. After deepen the concept with participants' help, we did a role play about the concept scenaro and get feedback from our participants.
tools we used: journey map info brainstorming concept poster conversational card sorting card roleplay questionare
engage the participants collect user needs introduce concept co-develop the concept define reward verify user satisfication feedback
click to have a glance of our co-design sesson 1 page 10
INSIGHTS FROM USER SESSION:
DOUBTS
RESULT
Information---Phases Buddy---Chatbot
A guide to use AI chatbot and connect digitally the candidate and the Buddy before visiting the company.
Open room setting Meeting schedule
Schedule the meeting candidate-Buddy the same day of the interview in a room with different facilities that enhance people interaction.
Employees’ value Incentives Rewards setting
Self-motivation program due to personal growth, contacts network development and improve relational skills, in addition to recognition by the company for the commitment and its representation. page 11
6.CO-DESIGN WITH HR After the concept was formed, we were still unknown about the feasibility and limitations of the concept, so we worked with HRs to design the solution, who recognized the value of our solution to the company and helped us analyze and control the risk factors.
tools we used: self introduction ice-break poster & boundary object introduce concept information matching understanding restriction modular journey map co-develop concept pro & cons brainstorming feedback
click to have a glance of our co-design sesson 2 page 12
INSIGHTS FROM USER SESSION:
DOUBTS
RESULT
feedback buddy training
Due to transparency and company’s values, Buddies provide anonymous feedback to HRs about candidates by periodical meetings between HRs, Buddy and managers.
information -confidentiality buddy training
Teach the company the importance of the Buddy role in addition to an initial and periodical Buddy training about the information that is allowed to share.
buddy time management company risks
Facilitate the awareness of the service and implement ways to introduce it throughout the whole company.
page 13
OUR FINAL CONCEPT: HIRING: A STEP CLOSER In order bridge the gap between candidate and HR, Hiring combines a platform, app and mobilizes a buddy from the company to support candidates throughout the steps of the recruitment process. It offers information & tips through a chatbot first and an informal meeting with a selected employee to get in touch with the employer right before the final interview.
watch our full introduction video page 14
7.SCENARIO
6-15 RO
UP
ASSE
E SS M
N
4-6
RV
E
50
G
V INDI IDUA
T
SESSME E AS NT N I L N
NT LI
250
O
BUDDY SUPPPORTS TO CONQUER THE CHALLENGE
IEW
1
C V F I LT E R I N G
APP SUPPPORTS TO MANAGE THE PROCESS
In a position in a medium or large enterprise, a talent goes through several steps of screening and assessment. We decided to integrate this process by
following the candidate through all the steps after the CV filtering.
page 15
8.STORY BOARD
Apply to a job position through Hiring platform in the company portal
Play online assessment games to generate a personality report
before going to interview Candidate interacts with Hiring chatbot to get tips and suggestions.
CANDIDATE'S JOURNEY APPLICAITON & BEFOR INTERVIEW
Apply to a job position through Hiring platform in the company portal
Play online assessment games to generate a personality report
BUDDY'S JOURNEY
Before interview starts ,Buddy and Candidate meet in the break room. they take coffee and play billiard together, meanwhile the Candidate asks some suggestions and Buddy shares some common topics to candidate.
The candidate carries out to the interview keeping in mind the tips and suggestions gained in the Buddy meeting.
THE DAY OF INTERVIEW
before going to interview Candidate interacts with Hiring chatbot to get tips and suggestions.
page 16
The candidate gives feedback about the meeting and unlocks an app feature to chat with the buddy he previously met.
Candidate passes the first interview and Buddy keeps supporting the candidate by chatting with him.
AFTER INTERVIEW
The candidate gives feedback about the meeting and unlocks an app feature to chat with the buddy he previously met.
Eventually they meet again and discuss before the following interviews.
(if pass the interviews) become a member and buddy helps candidate onboarding
(if he doesn’t pass the interviews) become a member of the talent pool
ONBOARDING
HR team and buddies carry out Service Development Sessions with data from feedbacks and automatically generated reports.
page 17
9.PERSONAS : THE ACTORS
BUDDY Federico, 28 | the side kick goals & needs: -Build and improve contact network -career development and be a market manager
“I’m so proud of my company, and the job I do everyday, I love to see my colleagues thriving in what they do.”
frustrations: -be submerged in his daily work and lack opportunities to show his abilities
Andrea, 24 | the social butterfly
“I went through many interviews but they always end up with no reply, that sent me into the depth of despair”
goals & needs: -get better prepared for the recruitment and grab the dream job -Invest time choosing the best company frustrations: -Be left in the dark after applying to a job offer
CANDIDATE page 18
ROLE OF THE BUDDY AN EXISTING EMPLOYEE A GUIDE
who provides insights and allows the experience from within
a less formal and closer touchpoint introducing the company to the candidate
FROM THE DEPARTMENT OF THE OPEN POSITION
A COMPANY AMBASSADOR selected by the department manager, trained and assessed by HRs to convey company culture
so to share common language and topics
BUDDY MOTIVATON short term
Enlarge Personal Network Of Contact
long term
Fee Part Of A Community
Feel Recognized
Improve Leadership Skills
Job Enrichment
Promotion Opportunities
page 19
10. INTERACTION MAP
aware
application
before interview
touchpionts
candidate
buddy
platform
hr team
department manager page 20
during interviews
after interview To better understand all the actions needed to make this service come to live, we designed an interactions map summarizing the blueprints of the candidate and the Buddy and focusing on the actors.
1
42
interaction interlinked with buddy
1
39
interaction interlinked with candidate
page 21
11. SYSTEM & STACKHOLDER MAP
page 22
12. OFFERING MAP process timeline tips and suggestions gamified assessment
CANDIDATE
ai chat bot
periodical notifications
candidate soft skill visualization voice feedback about candidate talent pool
company culture conveyance recruiting quaility control
support and guidance
HR DEPARTMENT
current employee as buddy
privacy guidance buddy behavior report service development session with buddy
service quaility control
Thanks to buddy service candidate would understand workplace dynamics and company culture, with the help of ai chatbot candidates are guided in all the recruitment process and wellinformed with informaitons,tips and feedback. With the capability to control the recruitment experience, candidate
break room digital contact buddy reselect
retention would be highly improved. It also means that the company can get a good reputation in the market, which is beneficial to the corporate branding. Hiring also allows company to build their talent pool, and the relationship with buddy can build up a seamless experience linking with on-boarding phase. page 23
13.BUSINESS CANVUS
page 24
14.TOUCHPIONT MAP
1
Online Access
2
In Offical Portal
CANDIDATE
BUDDY
APP
3
APP
5
4
Buddy
6
Breaking room
9
8
MEET YOUR BUDDY HERE!
FEDELICO B UDDY
7
10
14
13 11
12
1. online web 2. online applicaiton 3. candidate app 4. buddy welcome page 5. chatbot 6. buddy app 7. candidate select 8. voice feedback to hr 9. buddy 10. buddy pin 11. entertainment to trigger conversation 12. facilities to relax 13. visual guide 14. service poster
page 25
15. APP DESIGN
page 26
APP WORK FLOW Buddy version
loading
buddy welcome page
buddy feedback
buddy exchange
buddy feedback2
login
home
tips
calendar
Buddy chat
chatbot
mini game
buddy feedback3
cadidate select
selected
login
home
calendar
cadidate chat
candidate contact
colleague
Candidate version voice report to HR
page 27
16. POSTER
page 28
Self-summary We four accomplished the teamwork closely and I am so glad that we can work together so well. I am happy to learn and practice so many skills during this program, I learnt to film and edit video during the co-design session and I also learnt to make the motion-graphic video for persenting our concept. So many versions of journey maps and storyboard makes me drawing epically faster than before. We finished our app design rapidly and a bit roughly in only one day, so after presentation, I redesigned the app focusing on aesthetics and coherence in order to make the final concept more persuasive. We practiced a lot of service design toolkits and it's also the first time for me to invite people from outside to co-design with us, I was touched and deeply apperiate for their engagement and dedication to our concept. It's aslo a big gain for me to dicover that stakeholder and user are containing much more stronger force than the knowledge storaged in designer's brain.
NEXT PROJECT: MERCATO DELL UNIONE page 29
page 30
MERCATO dell’UNIONE From 11/2019-01/2020 TEAMWORK Michele Paludetti / Rosanna la Grasta / Daniela Vaccaro / Chen Gong
With the strong needs of building a community and promoting sustainable awareness in a new-born redeveloping city in 2026, MERCATO dell'UNIONE is designed as a covered street market where unsold is resued by the intergrated restaurant in a redeveloped industrial heritage.
page 31
PROJECT BACKGROUND
Milanosesto(MS) is the largest redevelopment project in Europe that aiming to shift a zone from an industrial heritage to a sunstainably human-centric urban city which equipped with complete and efficient service system. With the demand of enriching services, MS collaborated with Polimi PSSD on a project named Masterplan, imaging services in different
INDUSTRIAL HERITAGE
social sectors to support life in the newborn community, variated in 12 aspects about logistics, wellbing, transportation, etc. Me and my group's responsiblity is in the social secter of food, creating a service to build connection between the new residents and the community.
RESEARCH&INNOVAION
ACCESSIBLITY page 32
HOW MAY WE INTEGRATE THE NECESSITY TO PROMOTE ENVIRONMENTAL AWARENESS WITH THE STRONG NEED TO BUILD A COMMUNITY IN A NEWBORN LOW IMPACT AND INNOVATIVE NEIGHBORHOOD?
OUR FOCUS OPPORTUNITY
WELLBING
COMMUNITY
SUSTAINABLITY — Milanosesto keyword for the future city page 33
WHY PROMOTE ENVIRONMENTAL AWARENESS In Europe food wasted or loss
=
52%
/
of food waste is from consumption stage
In Sub-Suharan Africa total food produced only 5% of food waste is from consumption stage
Globally,
$ 2.6 TRILLION Annual cost on food waste Milanosesto in 2030 becomes a model for climate resilient development and sustainable lifestyle
WHY
BUILD A COMMUNITY
A community of interconnectio help to stablize the complex a
20000+p
immigrate in Milanosesto in 20
Real Estate in Milanosesto LIVING senior living affordable housing student housing short or long term rental page 34
WHY STREET MARKET
on and mutual assistance can and massive population
030
BRING PEOPLE TOGETHER DISTRICT: Sesto San Giovanni a metropolitan city of milan 81,393 inhabitants 19% foreign national
WORKING headquarters co-working space Midscale hotel
PROMOTE THE VALUE OF UNSOLD
street market has always been part of Italian tradition that allows people to experience their neigborhood and be responsible for their own health, but it’s still stuck in obsolete economic and social models. Seeing tons of food was wasted during the street market operating, we decide to rescue the value of which ready to be discarded, in that way to trigger the neigborhood the awareness of sustainability.
page 35
CONCEPT GENERATION FROM CO-DESIGN CLICK TO HAVE A GLANCE OF OUR CO-DESIGN PROCESS
2
a street market and a kichen s and cooking local produced fo afterwards sharing leftovers to neighborhood.
FAST STREET CO-DESIGN
CO-DESIGN WITH STREET VENDERS
CO-DESIGN WITH USERS
User habits statistics
investigate opportunities & define concept
build empathy & test concept
1
a market as an aggregation point for the newborn neighborhood
CONCEPT EVOLUTION PATH page 36
sailing ood, o the
DEFINED SOLUTION
CO-DESIGN WITH MARKET MANAGERS explore "below the line of visibility" part
3
A restaurant that serves unsold food from the market and delivers the value of sustainability
a high-quality covered food market for the neighborhood where the unsold is rescued and re-used by an intergrated restaurant through a variable and healthy daily food offer; a space for social exchange, community building environmental awareness and education
page 37
SOLUTION OVERVIEW
MARKET
UNSOLD
RESTAURANT
Mercato dell’Unione offers spaces for rent to vendors and a restaurant for the reuse of the unsold food coming from the market itself. Together they create a cheerful place to socialize, attend events, and receive education.
CLICK TO CHECK THE CONCEPT EXPLAINATION VIDEO page 38
OFFERING MAP
B2C
B2B
Parking lot Cheap covered place
Cheap fresh food Constant offer refresh
ROTATING FOOD MARKET
Furnished stall Smart storage
Sales analytics
Unsold collection
Logystic management
MERCATO dell’UNIONE
Delivery Guest chef rotation
High quality food
KITCHEN
Market unsold food reuse
RETAIL
CAFE
Packaged food made with market unsold
Primary offer
Sustainable supplier
Secondary offer
T
Related offer
WEBSITE
Events schedule
Digital offer
page 39
PERSONA 1
STORY BOARD
Francesco experience seeker 45y
"I am seeking unique experience and sharing great time with my friends." OCCASIONALLY
18:30
18:40
19:20
Francesco leaves his workplace and decides to spend some time at MdU, before having dinner there with some friends
He takes a sit in the tables area, plugs his PC and keeps working waiting for the kitchen to open.
Francesco decides to try a craft beer made of bread leftovers, while waiting for some his friends
REGULARLY
-live in neigbor block -work in milanosesto -high income
page 40
20:00
20:05
20:10
23:30
when his friends come and they are ready for order, the waiter gives them the digital menus.
He looks at the interactive menu and choose his prefer dishes from the daily offer.
When he checks the order, he discovers his contribution to the environment. he can also see how much food has been saved on the previous days.
They keep chatting after dinner and attend the ongoing event; they leave the market at closing time.
page 41
PERSONA 2
Valentina career mom 36y
"I want to be inspired to cook for my family when shopping." OCCASIONALLY
18:30
18:40
19:20
Valentina goes to the market that provides a variety of vegetal food, beens and plants.
She is given a booklet with seasonal recipes Shared by the chef of the kitchen mdu
She is inspiried and and buy some food from the stall.
REGULARLY
-live and work in milanosesto -middle income
page 42
20:00
20:05
20:10
20:10
she starts to cook for her family, she scans the QR code on the brochure and opens the website of Mdu.
The chef's recipe has a video tutorial, so with the help of the video, Valentina easily replicates the delicious food for her family
She sees her neighbor's comments on the recipe and she interacts with them in the comment.
She looked at other recipes and added the ingredients to the digital basket. So that next time when she goes to MdU, she could follow the list to buy food.
page 43
JOURNEY MAP STAKEHOLDER (VENDOR)
Stefano STREET VENDOR 52y
Needs:
5:30
7:00
• Covered space to face hard weather conditions
Stefano wakes up early in the morning to go to the wholesale department to replenish his stock.
Stefano arrives at MdU, parks his van in an underground parking lot designated for loading and unloading goods and starts to set up his stalls of vegetables and fruits in the market.
• Easy and simple system to get rid of unsold products • Improvement of security, cleaning and spaces management • Regularisation of products tabs to guarantee quality of products
page 44
8:00-20:00
20:20
20:40
During the day time, he sells goods in the market, and his transaction records are automatically generated in the client every time the goods are weighed on the scale to help him manage the sales situation.
He weights the unsold products and records their status: the ones that cannot be sold the day after are delivered to the kitchen, the others are stored.
Stefano gives the products to the MdU internal staff and delivers them to the kitchen for the preparation of the next day menu offering
page 45
STAKEHOLDER MAP
SHOPPING
restaurant suppliers cafeteria
unsold food
guest chefs
product suppliers vendors
EATING
external stakeholders
delivery company MERCATO dell’UNIONE
core team
direct stakeholders cleaning company
municipality
technology suppliers
cultural association
facilities suppliers
LEISURE
citizens page 46
MOTIVATION MATRIX
CM organiser
CM organiser vendors
host chefs
3p delivery
municipality & event association
restaurant supplier
partnership
vendors
host chefs
3p delivery
to maximize the utilizaiton of market resources
-zero inventory pressure -lower rent -right guarantee
the high quailty platform to showcase his culinary skills
-resource of the unsoldfood -diversity in the market offering
to enter in a brand new community
high quaility indegredient
competence in food providing and attractive service quaility
complement market offering
to brand his identity in the new community
user attraction and reputalion
feedback from the final users
to extend the offering to new contexts
competence in food delivery
-immersive experience in the space -voice service value proposal
sales from the large stream of people
expand their portfolio large scale of influence diffusion
physical ability to provide and shift market offering
stock replenishment channel
materials for cooking
supplement of market construction
expend the service distribution and diversity
municipality & event association
restaurant supplier
space and support to hold the event
markt expertise to improve the performance of suppling
various offering to support the event
market trend and expertise in user preference
food providing and high quailty experience
expertise and feedback to better design the suppling performance
partnership sustainable brand identity expertise in market mgmt
new sales channel
facilitate entry into new business
to promote the knowledge and awareness in new context
facilitate entry into new business
facilitate entry into new business
business cooperation oppotunities
expend business in new market
to develop expertise in market supporting solution
expand business in new market
expertise in service management
expand their service portfolio
page 47
PROJECT AND FEASIBILITY OFFERINGSUSTAINABLIITY CATEGORIES AND ROTATION
OFFERING CATEGORIES: • Meat • Fish • Fresh and seasoned cheese • Fresh fruit and vegetables • legumes and cereals • Bread and bakery products • Bulk oils and drinks • Canned product by local business • Others
15 stalls available 5 stalls shift per month
page 48
KPI
COST AND REVENUES (per year) annual net income = € 435,000
Costs = € 434,000
Revenues = € 869,000
• Rental fee €3,500 x 12m = €42,000
• Stall rental €33,000 = €550 x 4 seasons x 15 vendors
• Cleaning €1,000 x 12m = €12,000
• Restaurant €744,000 = €10 /dish x 240 dishs/day x 24 days x 12m
• Salaries €2,000 x 10 employees x 12m = €240,000 • Supply about 30% of total income - market products ≈ €140，000
• Delivery €82,000 = 10% of total income • Cafe parternership €10,000 = €500/sm per year x 20sm page 49
MENU PAGE DESIGN WELCOME
MENU
Unsold food total rescue amount is also shown in this page in order to appreciate consumer's recognition and contribution to the MdU.
Since the daily menu depends on the offering of unsold food from the market and the starchef's personal skills, so the dish description is in word rather than picture to reduce maintenance costs.
ORDER & RESCUE DETAIL
In the free time after the order is confirmed, the user can view a visual report of our contribution to the environment
page 50
MARKET BROCHURE DESIGN
page 51
RESPONSIVE WEB DESIGN
homepage
starchef's recipe
recipe detail
events
rescue detail page 52
starchef's recipes
SEARCHING & SAVING user can search the recipe by the ingrediant and also check his/her favourate recipes saved currently.
BASKET When users are interested in recipes and want to cook by themselves, we set up a function called 'basket', which allows users to collect the ingredients of the recipe and remind themselves when the next time they shop in the market. basket
recipe detail
COMMEND the function of commend is enabled in recipe detail page which encourage community users interacting with each other, in order to increase the sense of belonging and enhance the service stickness.
page 53
FLOW CHART OF RECIPE PAGE open chef recipe page
check saved recipe
search recipes by materials
browser recipes
Checking recipe tutorial: open my basket
check recipes cooking for
select a recipe
see recipes tutorial
want to change the quantity of a recipe? save the recipe
Y
modify recipe quantity
collect the material
comment the recipe
Checking materials in basket:
check metarials
modify material quantity
flow of checking recipe tutorial
Considering that the user wants to cook with the remaining ingredients, we support the function of searching by ingredients. Users can collect the required ingredients in recipes, and can also edit the number of collections in accordance with the number of people to enjoy or the ingredients already have.
Y
wants to double the material?
N
if acheived
N
Y
add material to basket
delate the material from basket
When checking the basket, if the user wants to change the quantity of a particular dish, the total amount of materials required will be adjusted accordingly.
flow of checking materials in basket page 54
BUSINESS CANVAS
PROBLEM • Food waster in local markets • build the community in a new-born neighborhood • obsolete management in local markets
EXISTING ALTERNATIVES • No-profit associations which collect food for donations • Restaurants which use rescue food from supermarket
SOLUTION • Covered market with facilities for vendors • Re-use of unsold products from the market in our restaurant offering • common spaces and social events linked to food waste awareness and culture
KEY METRICS Relation between unsold products and resold meals through the restaurant
UNIQUE VALUE PROPOSITION
UNFAIR ADVANTAGE
CUSTOMER SEGMENT
• Indoor space for vendors • Restaurant offering based on surplus food rescued from the market
Distribution channels (retail & restaurant) are in the same place, allowing the reduction of logistic costs
• Milanosesto professionals commuters • Inhabitants • Visitors • Selected vendors
HIGH LEVEL CONCEPT Kintsugi - the golden repair Japanese art of repairing broken pottery by mending the areas of breakage with gold, giving a new life to something at the end of it
CHANNELS • Retail • Physical place • Restoration space • Website • Delivery-partner • Platform
EARLY ADOPTERS People with vegetarian healthy lifestyle
COST STRUCTURE
REVENUE STREAMS
Rent for the space; salaries for the staff; utilities costs; events organization; delivery company cost; packaging supply; kitchenware supply
Rent from the stalls; kitchen income; delivery income; cafe partnership; advertising revenue; event sponsorship and entrance fee
SOCIAL BENEFITS
ENVIRONMENTAL BENEFITS
Promoting quality habits changing of consumer behaviours learning ways to Less CO2 emission (due to logistic simplifying and food rescue) re-use and not waste food
page 55
ROADMAP
2025
Investme estmennt in advertisiment and starting holding events
2030
Exiting startup phase and opening of sec second stuctur stucture in Ital Italy
2050
2026
2023
Opening of the coworking and dining area + cafe partnership
Becoming the Bec market model standard
page 56
Self-summary This is our second-year studio and my teamates are reliable and responsable. We practiced so many service design tools by 4 rounds of co-design, but we faced some challenges. When co-designing, the first round of fast co-design is failed corresponded with the bad weather and the distrust to us by the pedestrians in the street market. It teaches us to test ideas roughly and fastly rather than detailed thinking innitially. I practiced my interacaiton design skill by designing the touchpoints of the service including pc and mobile webs, menus and brochures. And I tried to use GIF to present the storyboards, this ituitive approach was well appreciated by our professors.
NEXT PROJECT: HORTENSIA page 57
page 58
From 11/2018-01/2019
TEAMWORK
Michele Paludetti / Yetian Cao / Chen Gong
Focusing on the problem that the diabetes always lack of water intake due to the numbness of the thirst nerve, A bracelet helps the diabetes to control their glucose level by keeping them hydrated.
page 59
HOW MIGHT WE ENABLE THE DIABETES TOCONTROL THEIR BLOOD GLUCOSE LEVEL IN A NON INVASIVE WAY?
KEEP DRINKING! Dehydration:
Drinking water helps to lower blood glucose level We tend to have increased thirst when our blood glucose levels run too high, Drinking water helps pump up our blood volume, and therefore lowers the concentration of glucose in the bloodstream, helping lower blood glucose level. Regularly drinking water helps lower our blood sugar levels and keep them within a more normal range.
< 10% TBW(total body water)
Headache
Low blood pressure
Dizziness
The diabetes can't feel thirsty instantly Many health care professionals claim that by the time you are thirsty, you are already on the path to dehydration. People with diabetes tend to get used to dehydration and often donâ&#x20AC;&#x2122;t drink enough, causing the blood sugar level to further increase.
Decrease in performance 100
Hadration ensure people's performance Dehydration is also linked with a decrease in performace both physical and mental. Studies indicate significant deterioration in mental functions at 2% or more body dehydration levels.
90 80 70 0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
page 60
5.0
TARGET
VISION
CONCEPT
Primary:
Live. Drink. Repeat.
CONCEPT Having an highly accurate sensor technology used to improve the health of everyone in a non invasive way,
Type 2 diabetic adults who is in a further stage of the disease and wants to control their blood glucose level and prevent the deterioration of diabetes through monitoring and drinking to maintain their hydration level.
Secondary: adults over 25 that want to improve their health and and productivity both at work and in the sport by being always optimally hydrated.
We want people to be at the best of their health and productivity both in a work and athletic environment, by assuring they are always optimally hydrated. Hortensia will boost their life with the cleanest fuel on this planet: water.
Hortensia will be able to tell you exactly when is time to drink and will keep monitoring you.
CLICK TO CHECK THE CONCEPT EXPLAINATION VIDEO
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PERSONAS
Sara Choo
Giula De Luca
Polo Contu
Female, 43
Male, 34
Female, 52 Milano, Asian-Italia | Retired | Living with husband | Good income | Master
Milano, Italia | Employee | In a relationship | Medium income | Bachelor
Milano, Italia | Professor in Naba | Single, living alone | High income | PHD diploma
state of diabetes activities economic status
state of diabetes activities economic status
state of diabetes activities economic status
Lifestyle She retired and does houseworks. She runs everday in the morning. She had diabetes for 10 years.
Lifestyle She works 8 hours a day. She sits for long time when she works. She suffered from diabetes for 2 years.
Lifestyle He works on schedule. He likes to travel and to do X-sports.
Frustrations She always can't feel mild thirst and suffers from headache correlated with lack of water intake. Needs & Goals She needs to prevent complications caused by dehydration. She wanted to stop the diabetes from getting worse
Frustrations She feels thirsty frequently and drinks a lot at one time. Needs & Goals She needs to have something remind her to drink on time. She wants to stablize glucose level instead of taking medicines.
Frustrations He talks a lot and forgets to drink water on time when he works. Needs & Goals He needs something to remind him drink on time. He wants to keep hydration and be wellperformed
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JOURNEY RECAP
GET THE PACKAGE DOWNLOAD THE AND OPEN IT APP AND SIGN UP
THE WRISTBAND VIBRATES WHEN YOU ARE DEHYDRATED
OPEN THE APP AND USE THE “FIND WATER“ OPTION
WEAR THE WRISTBAND
FIND NEARBY TAP WATER
DRINK WATER ON TIME
TOUCH THE SCREEN WHEN YOU WANT TO CHECK THE HYDRATION LEVEL
A LIGHT WILL TELL YOU THAT THE BATTERY IS ALMOST OVER
CHECK THE APP FOR MORE DETAILED DATA AND TIPS
CHARGE IT EVERY WEEK
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PRODUCT DESIGN
MAIN PRODUCT
Impedance sensor Skin impedance is a commonly used method to measure skin hydration and is achieved by placing two electrodes on the surface of the skin. The fringing field between the two electrodes penetrates the upper layer of skin. Since we are more interested in the hydration level of epidermis, the sensing frequency should be 50 kHz to avoid the influence of the topmost layer of skin.
5$ 10x5x3 mm
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INNER STRUCTURE
Base (Aluminium)
Motherboard support Battery Shell 1 (Polycarbonate) (Polycarbonate) 1.5V
Impedance sensor
Motherboard (Chip, LED, USB)
Shell (Polycarbonate)
RGB LED screen
Capacitive glass
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PRODUCT INTERFACE
Hydrated 100-80%
Dehydrated 79-50%
Short vibration
Dehydrated 49-0%
Keeps vibrating once every 10 min
Every bracelet interface is made of a LED icon and screen. The icon lights up to show you are dehydrated, and turns off when you drink. You can tap the capacitive screen to have more informations. The number doesn’t show the TBW percentage (Total Body Water) but it’s an estimation where 100% is 100% of hydration and 0% is >80% of hydration.
On tap
On tap
On tap
94%
51%
18%
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HORTENSIA INDIGO
HORTENSIA BLUE HORTENSIA MAGENTA
STYLE We offer three different styles of wristband to support users changing, fitting for different daily occations moods.
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APP DESIGN
Find tap water Find tap water is a function of our app that let you search public water around your position.
Hydration report(homepage) The home page shows your daily/ weekly/monthly hydration along with useful data and tips.
Profile In your profile you can enter some informations that will help Hortensia collecting more accurate data.
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WEB DESIGN
The official Hortensia website allows you to know more about our mission and to buy our products.
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COMMUNITY TOUCHPOINT
The official Hortensia Instagram account to share our vision and Hortensiaâ&#x20AC;&#x2122;s customers pictures.
The official Hortensia Facebook page to share our mission and for the social media advertisement.
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Self-summary This is my first service studio in polimi and my first "service" outcome. Due to the small size of the team, I take over the product design part while the visualization and presentation is taken by two other groupmates. As we 3 teamates are all industrial design background, the final outcome is also very industrial design. In this case, the journey map is more of a user's manual than a design tool. In the initial idea, there is also a sleeve for the bottle to remind user, but we finally give up this part to simplify the experience. I am happy to do a real product design when learn product service system design.
NEXT PROJECT: CLINIC MECHINE page 71
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CLINIC MACHINE From 02/2017-05/2017
INDIVIDUAL WORK
Aiming at fake pharmacists and low accessability of the pharmacy, CLINIC MACHINE is designed as an intelligent vending machine that allows user to selfdiagnose and acheive treatment at any time.
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HOW MIGHT WE ENABLE USERS TO TREATE THEMSELVES TIMELY AND APPROPRIATELY IN ANYTIME WHEN THEY CATCH A COMMON DISEASES? When consumers buying madicines, they are facing
fake pharmacist operationg the pharmacy
hard purchase out of working time
Many pharmacies are not operating by a certificated pharmacist, the shopkeepers rent pharmacist certificates to deceive market regulators.Consumers have bought the unfitted medicine under the guidance of the fake pharmacist.
In first-tier cities in China, there is at most one 24-hour pharmacy in each region, while in thirdtier cities and below, it is almost impossible to buy some common medicines at night and on holidays.
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Drone delivery
Clear classification
Intelligent Diagnosis
Safety & Accessibility
Consumer Subdivision
Privacy
CONCEPT
A intelligent vending machine that is selling diagnose to the user page 75
USER OBSERVATION Place
3
POSITIONING MAP
Passenger flow
11
/h
Purchase rate
30%
INDEPENDENT
older than 45
20-30
31 45
30-45
Communitybased
Age
Existing problems
PHYSICAL INTERACTION hard to reach the delivery port
DIGITAL INTERACTION
No privacy with curious people
long time searching due to hard to operate without info unclassified manual guidance
COOPERATING IN PHARMACY page 76
PERSONA
21 years old Student | Single
CRETERIA
Frastrution: She can't find a place to buy menstrual care products when occasionally running out at night. Needs & goals: She lives alone so she has to treate herself independently.
Functional Reliable diagnosis Comprehensive and understandable introduction easy-to-use interaction security for purchase at night
Emotional
36 years old Officer | Father
Frastrution: His 3-year-old son often diarrhea at night.
Trustable & Professional shape
He gets carsick and often forgets to buy medicine before going out.
privacy protection
modern style fit with urban environment
Needs & goals: He wants to take the initiative to learn some pharmacological knowledge to take care of his family.
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PRODUCT DESIGN
FORM REFINEMENT Reconsider the machine's floor area and vertical ratio, balance the storage volume and the height of the delivery port
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MOOD BOARD RATIONAL
STABLE
DELIGHTFUL
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2D RENDING
Use 2d rendering to determine the visual impression and materials of the product.The details of the product was clearly defined so that the efficiency of 3d modeling can be greatly improved.
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3D MODELING Rhino+Keyshot
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INTERNAL STRUCTURE
Delivery port redesign Reform the design of delivery port, giving the medicines a buffer when falling down. And the design of the slope can protect the medicines from damage.
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STRUCTURE EXPLOSIVE VIEW
Sealing ring Heat shield Motherboard Frame OLED Inner screen Canopy Anti-shock pad Cashiering hardware Door frame temperature insulation warehouse External screen Infrared induction Shipments slideway
External shell
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ERGONOMICS AND HEATMAP
NEAT STORAGE SPAC
The information on the top half of the screen is easier for users of all heights to read. Therefore, in order to ensure the usability of the product, the main content in the interface should be concentrated in the middle and above.
The internal structure is tiny storage space could leave pe trustable and quailified bran
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CE
y and organized. Every day when replacement, the cleany edestrians a good impression, which contributing to a nding.
REMARKABLE FROM ABOVE The vending machine is easily to be noticed from the top view. When it is placed in the neighborhood, the machine will be quickly discovered and utilized.
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INTERACTION DESIGN
When designing the interface, I tested and iterated several rounds of prototype. Meanwhile, I collaborate with the pharmacists to in order to achieve self-diagnosis of common disease.
"
The nodus of the machine dignosis is that users can not describe their symptoms accurately. when we dignose the patient, instead of let them describe their feeling, we tend to provide them some key symptoms to let them choose which are respectively belonging to spefic diseases
the responsibility of misdiagnosis is not a big pressure for the vending machine. Machine has the resposibility to inform patients that they need to go to the hospital if their syptoms are not relieved after 3 days medication. 3 days of observation is also they way for the doctors to avoid misdiagnosis.
"
Wang Yan Dalian central hospital Dean of emergency department
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INFORMATION ARCHITECTURE
PROTOTYPE prototype 1.0
Home
Search
Name input
Quick Purchase
Classification
Popular disease Diagnosis searches classification
Product classification
prototype 2.0
product details Pharmacist guidance
Medicine Medicine suggestions Instructions
prototype 3.0
Purchase
Cash Scan QR purchase code to buy page 87
WIREFRAME
PAYM SELEC
HOMEPAGE
CLASSIFIED DIAGNOSIS
MEDICINE DETAIL
SEARCH
DIAGNOSIS
COMBINATION THERAPY
RESULT OF DIAGNOSIS
MEDICINE GUIDENCE
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MENT CTION
CASH PAYMENT
QR PAYMENT
PAYMENT SUCCEEDED
DELIVERY
ERROR PAGE
DEVICE MAINTAINING
ERROR PAGE
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ICON DESIGN
People usually feel depressed when they are sick. The delightful icon is designed In order to relieve their pressure and pain.
TRAUMA
COLD
CARSICKNESS
GYNECOLOGY
CONTRACEPTIVE
PEDIATRIC MEDICATION
STOMACH
NUTRITION
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HOLISTIC INTERFACE DISPLAY
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INTERFACE DETAILS Homepage Quick Purchase Click to enter the search page.
Protective color icon
Unobtrusive colors are used to prevent embarrassment on Contraceptive and gynecology's icon.
Banner placed at the bottom In order not to affect the user to understand the functions of medicine vending machine,put the ads on the bottom of the page.
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Classified diagnosis page Diagnosis page for common cold the cold is divided into three types according to the principles of traditional Chinese medicine. Each kind of cold is supplied with informal descriptions regarding causation and symtom.
Cold diagnosis diagnosis is acheived through Progressively choosing on varieties of symptoms. It allows user to choose blurry answers by continuously asking other key symptoms to finallyfigure out the disease.
Related medicines move to top When selecting a category, the related medicines will displayed on the top of the list.
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INTERFACE DETAILS Medicine detail page Suggestion for combination theropy When the user wants to recover as soon as possible, they can choose this way. And it also can boost sales.
Usage guidance Introduce pesticide effectiveness of the medicine with understandable words
scan QR code or insert cash page 94
Quick search page Associating input Handwriting input The keyboard supports both keyboard input and handwriting
Popular search Popular medicines and the brand who want to promote their medicine will be displayed here.
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BUSINESS MODEL Public places Medical support Place
Through cooperating with community property management companies and real estate management, our machines can be placed in the residential area, subway, railway station, square and other places which have large flow of people. The capabilities of emergancy response and life supporting in the place with our machine would be enhanced.
Medicine suppliers stock Profit
Cooperate with medicine suppliers or medicine manufacturers. Medicine vending machine provide sales platform and charge them a portion of the sales profit.
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Chain pharmacies Publicity post service
Cooperating with chain pharmacies, we can provide customized machines based on their visual identity and advertisement to promote their branding. As a return, chain pharmacies can provide us customer service and remote consultation services to boost the machine selling performance.
Franchise Management Equipment
The way to become a franchising is purchase a medicine vending machine.Franchising is responsible for the storage replenishment and machine maintaining.
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SCENARIO RENDERING
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PHYSICAL MODELLING
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Self-summary This is my individual graduation project, which has also won some small awards. In this project, I explored some directions based on the consideration of science background , including co-design, interaction design, modeling semantics and even a rough business model. Due the size of the portfolio, other undergraduate industrial design works were not included. If you're interested in my other works, please contact me at gongchen951@gmail.com to see my industrial design portfolio.
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