Crime & Safety a service for Carnegie Mellon
THE INVESTIGATORS Lauren Chapman Kristle McCracken Marcus PĂŠrez Cervantes
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On
Territory Map
SEXUAL ASSAULT
LARCENY
ARMED ROBBERY
ARMED ROBBERY
BURGLARY
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BURGLARY
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Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
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MOTOR VEHICLE THEFT
SEXUAL ASSAULT
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School of Design
Carnegie Mellon University
Ni gh tT im
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Da yT im e
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On
Territory Map
SEXUAL ASSAULT
LARCENY
INCONVENIENCE
ARMED ROBBERY
BREAKDOWN OF COMMUNICATION
ARMED ROBBERY
BURGLARY
MOTOR VEHICLE THEFT
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BURGLARY
O ff Ca m pu s
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
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RISKY BEHAVIOR SEXUAL ASSAULT
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School of Design
Carnegie Mellon University
Hunt Statement
We are going to research what students know and do about crime in order to make safety more convenient. We believe this will promote safety and awareness of crime among students.
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
Core competency
CMU POLICE MISSION STATEMENT
The mission of the CMUPD is to enhance and promote safety at the university through collaboration, proactive problem-solving, open communication and the delivery of professional and dependable police and security services.
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
cmu police: company perception Communication •
Students read and receive crime alerts
• • •
Students know more about crime off campus than crime on campus Students confused about what CMU police do (eg. safewalk) Not all students know police dept. number
Miscommunication
Collaboration •
No collaboration with students
Dependable • Designing For Service
Response rate varies considerably November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
what do you think of when someone mentions Crime?
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
what do you think of when someone mentions Crime? personal safety
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
what do you think of when someone mentions crime? personal safety muggings
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
what do you think of when someone mentions crime? personal safety muggings violent assaults
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
what do you think of when someone mentions Crime? personal safety muggings violent assaults nighttime
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
but we discovered another type of Crime...
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
reported to cmu police in 2009
(both numbers have since risen)
BURGLARY
25
LARCENY
241
ASSAULT
1
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
Thefts occur most frequently: Library, University Center and Gym Locker rooms
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
environment description
“Safety is protecting the well being of the campus community while allowing them to conduct their daily activities in the freest manner possible.” - Graduate Student
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
“We get a lot of people who wander onto the campus, drug addicts, etc, who aim to steal. A lot of cell phones, laptops and bikes are stolen.” - Carnegie Mellon University Campus Police
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
“Safety is having bodily security, not being afraid for your life, comfortable leaving possessions in place without them being at risk of theft.” - Undergraduate Student
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
“When she lived in the dorms, she used to lock her stuff whenever she would leave her room or some one she didn’t know was in the room.” - Undergraduate Student
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
“Students are easy targets. They’re least aware and carrying a $2, 000 laptop.” - Graduate Student
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
E UR T UC R ST
Preventative Devices Dispatch Center CMU - Safety HQ
Pets
TY
SA FE
SU PP O RT
stakeholder map
Security Guards
CM
Detectives
Escort Service
U Campus Police
Student Government
Safe Walk Students
Dispatch Center Police
Faculty & Staff
Safety Awareness Educator
Pittsburgh Police
(Bike & laptop registration)
Safety Alerts Other Students
U. Pitt Police Paramedics
PAT Bus system Dispatch Center U.Pitt
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
E UR T UC R ST
Preventative Devices Dispatch Center CMU - Safety HQ
Pets
TY
SA FE
SU PP O RT
stakeholder map
Security Guards
CM
Detectives
Escort Service
U Campus Police
Student Government
Safe Walk Students
Dispatch Center Police
Faculty & Staff
Safety Awareness Educator
Pittsburgh Police
(Bike & laptop registration)
Safety Alerts Other Students
U. Pitt Police Paramedics
PAT Bus system Dispatch Center U.Pitt
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
safety is inconvenient in terms of...
Ask someone to watch stuff
Constant Vigilance
Packs up belongings, gets print out
Studying at library, prints homework
Does not want to pack, leaves belongings
2pm
Designing For Service
November 2010
2:15pm
Marcus PĂŠrez Cervantes
When returns, laptop stolen
Does not report
Police follow-up with investigation
Reports theft to CMU police
Buys new laptop
2:20pm
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
SPEED DATING
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
Have you ever wished you could offer your friends a ride back home?
“Vice versa. Can you take me home?“ “You don’t think toBefore askthepeople who aren’t Some there.” Student drives to school. Student leaves he or friends accept and drive she sends a notification to his or
- Graduate Students her friends to offer a ride home.
Designing For Service
November 2010
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
home together.
School of Design
Carnegie Mellon University
Have you ever wished you didn’t have to worry about leaving your belongings unattended?
“I am always very anxious for fear of losing belongings.” Student working at the library. He or she has to get homework that is being printed.
Designing For Service
November 2010
- Graduate Student Student uses CMU ID to active the protection system of the desk.
Marcus Pérez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
New Service Strategy
Our service strategy is to decrease campus theft, related anxiety and to make safety more convenient.
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
New customer journey
Studying at library, prints homework
Leaves belongings, knowing classmate is nearby watching out
2pm
Designing For Service
November 2010
2:15pm
Marcus PĂŠrez Cervantes
When returns, everything is still in place
Gives Look Out points to thank nearby classmate
Continues working on homework
2:20pm
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
Meet Erica Senior robotics student Lives off campus No car Works at CMU late
Trusts CMU Awareness Responsibility Takes risk
Low
High
Low
High
Low
High
Low
High
Meet andrew Freshman history student Lives on campus Works at library Hangs out at UC Goes to gym 3X week
Trusts CMU Awareness Responsibility Takes risk
Low
High
Low
High
Low
High
Low
High
[ Video Sketch ]
Designing For Service
November 2010
Marcus PĂŠrez Cervantes
Lauren Chapman
Kristle Mccracken
School of Design
Carnegie Mellon University
Service Blueprint
Application essay
Visit day
Awareness event
Essay
Welcome packet, brochure, email
Locks, stickers, ID tags, phone app, points
Points, takeaways, email
Write about looking out for others
Attend, learn
Attend: personalize & register belongings, register look out
Attend, participate
Tour guide, host
Presentation team, program director
Event team
Physical evidence
User actions
Freshman orientation
Line of interaction Onstage contact person
Event team
Event team
Line of visibility Backstage contact person
Admissions committee
Event team coordinators
Look out team CMU police
Event team coordinators CMU police
Line of internal interaction Support processes
Registration program
Online application Info about CMU values & programs
Look Out web app Email client
Flyers Look Out web app Email client
Service Blueprint
Look out assignment
Look out program
Point rewards
Physical evidence
Points
Takeaways
User actions
Read email, look out
Allocate points, look out
Redeem points, pick prize
Other students
CMU bookstore
Line of interaction Onstage contact person
Line of visibility Backstage contact person
Look out team
Look out team
Look out team
Look Out web app
Look Out web app
Look Out web app
Email client
Reward scale
Reward scale
Line of internal interaction Support processes
Thank You THE INVESTIGATORS Lauren Chapman Kristle McCracken Marcus PĂŠrez Cervantes