Research Book Ran Wang by Ran Wang

D2D

An intelligent way to move people

RAN WANG 2016Â©

Moving People Door to Door Intelligently

A Service

Across The City Across The Country Across The World

Ran Wang Bachelor of Industrial Design (Honours) RMIT University 2016 Email: wrboy1998@hotmail.com Supervisor: Nick Dobson Unless specifically referenced, written, edited, photographed and designed are original Copyright ÂŠ 2016 All rights reserved

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Table of Contents Abstract

Introduction

Field of Practice:

Context and Application:

Methods of Research

Methods of Evaluation and Validation:

118

Conclusion:

162

Appendix

184

Bibliography

206

Glossary

212

Abstract Smart devices play a pivotal role in our daily life. The Mobile phone has become an extension of the Internet that enables us to access information freely and instantly. This is just the beginning; we are entering a new era of a CyberPhysical hybrid world that accompanied by the emerging technologies such as the â&#x20AC;&#x2DC;Internet of Thingsâ&#x20AC;&#x2122; (IoT) and the Cloud Computing, we are able to use our personal device as an interface to communicate with a network of smart objects. Cars will be the next terminal of the internet as (but more than) a Smartphone-on-wheels. Imagine that an autonomous vehicle does Car-to-Car & Car-to-Infrastructure communication, move itself, drop you off at your destination and park itself, or serves others on request while you are working or sleeping.

D2D (Door to Door) is a Service Design project that speculates the opportunity to integrate all smart objects in the future to ultimately deliver a door to door transport solution. D2D application offers a service to simplify travel arrangements for local and international travel. D2D integrates all means of transport and accommodation services available today as third-parties, intelligently moving people to their desired destination with optimised efficiency giving the user a seamless experience. This project has started with trending observations, researched into the contextual emerging technologies and then incorporated these underpinnings to imagine the future in the best possible way and to demonstrate the potential of the autonomous car. Ultimately, gives people a vision for the 21st-centuryâ&#x20AC;&#x2122;s intelligent lifestyle.

Introduction This book constitutes Five chapters with the Appendix and the bibliography.

The Five Chapters are

“The Field” which research into the industry and find the problem and opportunity to articulate the Design Proposition.

“Context & Application” which will be talking about expected outcome for this project and set up the Context and providing underpinnings for this project.

“Methods of Research” which describe how will Design Proposition be placed/ implement in the Context.

“Methods of Evaluation & Validation” which review and analyse how well the Design Proposition has been placed/implemented and development.

“Reflection” which draw a conclusion and talking about the future.

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Chapter 1: The Field

This Chapter is going to describe how User experience-orientated design has changed mobile phone industries and the world that we were familiar with. And why Service Design as an approach can make a design better, comprehensive and human-centred. All these perspectives are all based on my research.

Introduction: Since I have set the tone for this project at the very beginning of time â&#x20AC;&#x201C; it is a Service Design Practice. Actually, as a practice, it could be quite discursive or utilitarian. However, I am not going to say that Service Design is my field because it is design thinking and a manner to do design. Service Design is about improving user experience as a holistic way to gain a comprehensive, empathic understanding of customer needs (Frontier Service Design, 2010) and making the service you deliver useful, usable, efficient, effective and desirable (UK Design Council, 2010). Therefore, the main course of this part is to find a field that is typical and ideal for the service design practice to deploy. And after almost one year of

development this project has explored a series of related fields such as Smart Devices, User Interface (UI), User experience (UX), Artificial intelligence (AI) or even have a glimpse of marketing, and gathered all of these together as a service design project to present a holistic experience for both users and stakeholders. Service design is designing the service as a holistic experience from the preservice period until the post-service period. In this process lots of things will be involved as so-called touch-points and the service is delivered across multiple touch-points over time. It is just like a chain and will be broken on the weakest link â&#x20AC;&#x201C; every touch-point is important. Since my former major was IT (Information Technology) and I am fascinated by the digital devices, especially, mobile devices. I have

considered myself as a witness to this industry since it was pretty primitive. This industry has been changed from hardware-driven to software-driven and now as extensions for a certain platform they have their own eco-system and communities, this phenomenon was revealing that digital devices have become human-centered smart device playing an important role in our daily life rather than a digitalised functional equipment for specialised uses.

Service design as a practice generally results in the design of systems and processes aimed at providing a holistic service to the user. - The Copenhagen Institute of Interaction Design, 2008

Form the stylus to the finger-friendly

1. The New Age of The Smart Device Industry Everything was changed since 2007 when the iPhone was introduced by Apple Inc. Apple has not just shaped Smartphones we saw today but also popularised them which paved the way for later smart devices (i.e. iPad and other tablets). Today, almost everyone has a smart device. Some people even use their smart device as the only way to access the Internet, taking photos/ videos, reading books, watching movies, listening music, playing games or even working â&#x20AC;&#x201C; Before the iPhone, they may use several separate devices to do these things. I am not saying that the previous â&#x20AC;&#x153;Smartâ&#x20AC;? devices (such as PDAs) do not have such integrated function, but according

Android prototype before iPhone

Android after iPhone

to my experience, most of them do not have much usability on each of individual functions, which were more like gimmicks â&#x20AC;&#x201C; there were not much user experience to be considered but purely pieces of technologies and hardware that were put together and try to figure out how to sell them to customers and make people to accommodate them â&#x20AC;&#x201C; there were high cost of learning/using (before you start to use it you need to spend time to learn/practice, do a lot of steps of preparatory work to get it ready and hard to share date among them). These products were totally hardwareorientated where software had not been taking seriously to optimise for normal people to use, thus they were marketing these products for business or professional purpose which made the smart device was a niche market for ages.

The Apple Newton MessagePad 2100 (1993) & iPhone (2007) Author:Blake Patterson from Alexandria, VA, USA

Actually, The iPhone was underestimated when it was announced – digital devices with large touchscreen were exiting for a long time. The PDA (Personal Digital Assistant) was first introduced by Apple in the early 1990s (1992) named ‘Message Pad’ carrying Newton operating system (1993-1997), it was a failure for Apple but it inspired another small company which was later very influential Palm OS. Also, Microsoft has never stopped developing the operating system for portable touchscreen devices such as Windows CE and Pocket PC (PPC). Even in the early 2000s (2001), Microsoft introduced Tablet PC which was trying to run desktop operating system on the tablet device but eventually failed due to its bad user experience and unclear market positioning. I still remember that a few years later in 2010 when Apple introduced the iPad there were still many people using Microsoft Tablet PC

Steven Jobs on WWDC 2008 In terms of inputting speed, Resistive touchscreen with stylus are slow, and button/icons were pretty small just suit for stylus inputting.

Capacitive screen with finger-friendly interface was a totally revolution for touchscreens and it really shaped the phones we saw today.

icons are like full-size buttons for fingers

Before the multi-touch technology with capacitive screen. Zoom in and zoom out a pic on the Resistive touchscreen need use stylus to press +/- buttons on the screen. it’s not a ‘touch’ screen supposed to do, but a ‘press’ screen..... Multi-touch really changed the way that we doing such actions on touchscreen, it’s more nature and direct and make sense, even children can do it naturally...

as an example to prove that iPad will fail. Actually, after so many years of development, hardware performance had made great progress but software had always been under a great influence of the desktop operating system – they were just using the pattern that we are using computers – on such limited screen size with a stylus to do mouse’s job – Pointing. The touchscreen got so much potential but they were just on the half way and saw it as a compromise of the mouse, not a revolutionary way to do operation. No doubt about that Apple has reinvented touchscreen. Fingerfriendly icons, User-friendly UI (User Interface) with Multi-Touch Capacitive Touchscreen gathered all of these features made the user experience of touchscreens totally different from before (Resistive Touchscreen).

Steven Jobs on Macworld 2007

Apple does not use cutting-edge technologies as gimmicks for marketing their products but has started their product with the user experience by adopting the most suitable technologies and integrated them together as a whole to offer people a natural and intuitive way to enjoy the benefits of the cuttingedge technologies. It is the way doing design in a service design manner, people-oriented.

Pressure sensitive capacitive screen used in iPhone, it made one hand can do a variety of actions than before (detecting touch or press, just like defining left click and right click on mouse), it had an actual and exact intention behind it to use.

The edge screen is pretty cool, and it is a promising progress. but at this stage it is more like a show-off technology with very limited usability. one of my friends told me that after a few weeks later he almost forgot about it.

Start with User-Experience

Let me take Samsung and Apple as examples, I believe that their products have different orientations. I would say that Samsung is a hardware company and Apple is a software company. The products of Samsung are technologically-oriented; they are trying to bring the latest cutting-edge technologies (on the hardware side) into their products even if it is just a gimmick (e.g. Edge screen, looks cool but with great chance to accidentally touch) while Apple’s products are User Experience-oriented, the device

One of the things I’ve always found is that you’ve got to start with the customer experience and work backwards to the technology. You can’t start with the technology and try to figure out where you’re going to try to sell it. And I’ve made this mistake probably more than anybody else in this room. And I got the scar tissue to prove it. - Steve Jobs on WWDC 1997

Microsoft Tablet PC (2001) Large screen with small icons operating with stylus, for such devices I would just use it watch videos, Internet surfing or maybe drawing, even editing texts are not a good idea. In terms of working, typing is more faster than writing, and considering the rate of recognition.....

large screen with full-size icons, and finger typing. It is not a gimmick but a really useful shifting, and accuracy can be used to play piano on the concert. It is what users exactly wanted --- a real tool rather than a toy or immature concepts product. Apple iPAD 2 (2010)

itself is just a carrier/terminal of their service built by software and the eco-system behind it, devices (hardware) are just physical bodies of their operating systems. If you have noticed that every time Apple adopt a new technology in their hardware, it will have an exact improvement on the user experience (e.g. 3D-touch screen, by defining touch and press on the screen to improve the one-hand operation experience. Touch ID, not only increased security level but simplified the unlocking process. Not to mention earlier Multi-Touch Capacitive screen + Finger friendly icon that re-invented the touchscreen). Comparing NOKIA and Apple you will also find NOKIA is an engineering company that engineers will decide the function and performance requirements of the product and then designers to figure out how to package them up

iTunes Initial released on 9th January, 2001 with iPod

6 Years

iPhone (2007)

3 Years

iPad (2010)

9 Years to build up a Eco-system

into a highly designed device – they were making masterpieces but from the Service Design point of view, a Smartphone is actually the service (gathered software, hardware and technologies as a holistic experience) wrapped in a device – not a package of technologies. Apple spent 9 years to build an Ecosystem since the iTunes has been introduced with the first generation iPod, which paved the way for the iPad – the reason that people accept iPad was not because it is a tablet computer but a larger screen iPhone with higher capability Apps.

NOKIA N90 Attribution: benkay

Why NOKIA failed

For a long period of time, most people including me were thinking NOKIA cannot be beat. It was a worldâ&#x20AC;&#x2122;s dominant and peace setting mobile phone maker, and also a surprisingly adaptive company moving in and out many different businesses before it moved into the mobile industry such as paper, rubber and cable industries. There is no doubt about that NOKIAâ&#x20AC;&#x2122;s engineers and designers are experts in terms of mobile device mechanical engineering. However, the problem was that they focused merely on how to make perfect communications devices from product design point of view which was quite architectural, mechanical and hardware (physical) functional. They narrowed their vision on where they

NOKIA N93 (2006) equipped with Carl Zeiss Lens Attribution: Sebastian Klein/Wikipedia

got success – from phone to fashion, NOKIA style (KATIE HAFNER, 1999) and then refuse to keep changing to bring the phone industry into the next stage – from fashionable digital device to the integrated mobile internet computing terminal. They never saw the mobile phone got so much potential and crucial with the emerging highspeed mobile broadband network and cloud computing but just a mobile communication device as a complement of the computer with finest design/engineering and specific hardware functions (e.g. camera, mp3/4 player) – compare to the Carl Zeiss lens their phones equipped, the internet function (software) running on their phones were totally tasteless that using Wi-Fi/3G network providing 2G network’s capability. It is just like you run DOS

Steven Jobs on Macworld 2007

on your PC with the high-speed broadband connection, even all your hardware meets the requirements but you still cannot use the YouTube service for example. NOKIA never thought their advantages in mobile device industry could be shaken by companies from other industries – two Silicon Valley companies. Apple’s iOS and later Google’s Android crashed NOKIA’s Symbian, as easy as Windows 95 crashes DOS – there is no surprise. Actually, NOKIA’s success was caused by multiple reasons. If you look into the historical background which communication technology had entered a bottleneck period that the internet was a luxury during the 1990s, even for the computer. Somehow, NOKIA found the breakthrough that was turning mobile phones from communications

Earlier Cell phones

NOKIA 3210 1999

NOKIA 7610 2004

devices into fashion accessories. Since then NOKIA were the benchmark of design and they were so good at handheld device engineering. As I mentioned before, NOKIA was a surprisingly adaptive company before they entered into mobile phone industry which gave them a huge advantage of having different perspectives for the mobile phone industry. However, they began to fail because when they have succeeded and dominated the market, they â&#x20AC;&#x201C; an adaptive company, has settled down in an industry and start to do supply chain management and cost control that try to consolidate their strengths on the mobile phone engraining and refused to take risks to bring the mobile

NOKIA have changed the mobile phone industry profoundly which turned mobile phones from communications devices into fashion accessories.

phone to the next form – Even they put lots of money on research which had already indicated that the mobile phone will become an ultimate mobile internet terminal. Somehow, technologies have been made a significant breakthrough during the period of NOKIA domination, the internet has been popularised rapidly, mobile communication technologies such as 3G and WiFi allowed mobile devices to access high-speed broadband internet easily and affordably. The accumulations of technology were like accumulated water in the reservoir needed to be discharged. Eventually, Apple’s iOS and later Google’s Android made this breakthrough, that is what happened in the past 9 years.

What s Next ?

Connected Cars - The Smartphone on Wheels To be honest, the smartphone we saw today do not have much room for traditional industrial design to implement – All of them looked alike that have a large screen on the front side. this was NOKIA do not want to see and refused to bring in, because it is the opposite of NOKIAstyle’s “fashion accessories” or sophisticated mechanical engineering of hand-held devices. But the smartphone we saw today was actually have become a necessary for the daily life, not just a complement for computers – they are equivalent and smartphones even better than computers in some aspects.

If you imagine the future of an industry with a narrowed view and focus on this industry merely, then it will be hard to find the way out. In Nokiaâ&#x20AC;&#x2122;s case, they are so good at device engineering and got so many ingenious ideations for the hand-held device. Their products might be remembered in the history of product design, but they refused to leave past success and heading to next breakthrough. They did nothing wrong but was defeated by the industrial transformation. NOKIA has focused on the industrial design so much where they have offered both aesthetically pleasing and useful functionalities to the users but lost the view on the software and interaction aspects which are the most impotent part for a smartphone â&#x20AC;&#x201C; for a smart device, good design cannot make a product successful.

Two key points for a smart device: The Device itself (Traditional Product Design)

The Ecosystem (Service Design)

However, Apple is a company from Silicon Valley focusing on the software. Tesla, another company also from Silicon Valley which I believe will be changing car industry profoundly. I believe that NOKIA tragedy will be repeated if you consider the car as a smart-phone-on-wheels in the future. If you ask me whatâ&#x20AC;&#x2122;s next, I think the car industry will be turning into electric era but at the same time it will be

turning into electronic & internet era â&#x20AC;&#x201C; car will become a smart device rather than a vehicle. Therefore, the Current industrial landscape will be changed, market-dominated car companies over hundred yearsâ&#x20AC;&#x2122; accumulations will be shaken, not by their old opponents but the competitor from an irrelevant industry. In this age, integration between industries has happened sharply. Two totally irrelevant industries could be combined tacitly. And industrial design also is changing into a form that as a package designing whole experience in everywhere, in the service industry, in the management, in the universityâ&#x20AC;&#x2122;s administration, course structure, even the teaching process can be designed as learner-centered.

Also, the industrial design has already extended to the inside of screen and interaction area. It is the new form for industrial design to deploy and can do much more than before the physical product design. It is about new materials, new techniques and new craft â&#x20AC;&#x201C; The data is the raw material, the computer is the workshop and the software are the tool. Coding is like doing material exploration. I believe that industrial designers are more capable of doing UI design than graphic designers (I will be talking about this in the evaluation chapter). Also, the service design as a new form has extended boundaries of industrial design â&#x20AC;&#x201C;holistically doing the design with stakeholders in any industry, started with the user experience including the stakeholders.

Design proposal Potential Design Directions & Aspects Service Design System Design Problem: Current Transportation System (especially private cars): Safety issues, energy, environment Opportunity: Self-driving cars (Connected Smart Cars): Become ultimate Smart devices. Uber: Blurring the boundaries between private cars and Taxis. Sharing economy

Chapter 2: Context and Application

This Chapter is going to articulate a clear design proposal and then to set up the contexts and underpinnings for the design to deploy. Therefore, the research will be throughout particular contextual, industry, technological, user and performance requirements of design proposal in order to provide a comprehensive background on its ideological underpinnings and intent.

Introduction:

When we are doing design, we have to put it in context. This Service Design project is based on the future to explore the potential of autonomous vehicles in order to improve user experience and to demonstrate that how the autonomous car, as a crucial part of this service, will be improving the experience and changing the way that we are commuting and traveling, locally and internationally. In order to deliver the comprehensive project and to give people the best possible way to understand the project, there are several ideological

underpinnings that need to be described in this Chapter such as contextual, technological, user and performance requirements to build the background for the design practice to carry out. This project is not about designing the autonomous car but a Service adopting autonomous cars as functional underpinnings to optimise the user experience which offers an intelligent & seamless lifestyle for the future.

Contextual and Industry Requirements Cloud & Services

Industry 4.0 (4th Industrial revolution) & Smart Cities

The term “Industry 4.0” was originally from a project in the high-tech strategy of the German government which was introduced in 2011 at the Hannover Fair for the first time. The aim of this project is integrating contemporary manufacturing technologies such as automation and data exchange within the modular structured ‘Smart Factories’. The key technologies of industry 4.0 are Cyber-Physical Systems (CPS), The Internet of Things (IoT) and Cloud Computing. These technologies will be describe in the following sections. 62

However, in this book, I would like to use industry 4.0 to describe the world under the age of the 4th industrial revolution as the background, because these technologies will also be implemented in many other fields. Imagine that a connected world with a bunch of Internet of things (IoT) smart devices in the near future. Just as we can use the 3rd industrial revolution to represent the world under the computerisation and the 2nd industrial revolution to describe the mass production and electronic era â&#x20AC;&#x201C; the popularisation of electrical appliances. In this industry 4.0 scenario, a Smart City based on smart systems including smart transportation system, smart delivery systems, smart houses etc. sounds quite feasible. 63

User and Performance Requirements

This is a Service Design project based on the near future. This speculative design practice is trying to use the autonomous vehicle as the breakthrough point and to employ Service Design as a tool to holistically design a Service which involves Autonomous cars that offers people an intelligent and a seamless â&#x20AC;&#x2DC;Door to Doorâ&#x20AC;&#x2122; travelling and commuting solution, experience, and then a lifestyle. Ultimately, Autonomous car as a functional component will be integrated with all smart objects (i.e. connected infrastructure) and related emerging technologies to give people a vision for the 21st centuryâ&#x20AC;&#x2122;s intelligent commuting/travelling lifestyle and to demonstrate the values of autonomous vehicles. At least, it will give people a glimpse on a possible way that autonomous car will serve people.

Door to Door The â&#x20AC;&#x2DC;Door to Doorâ&#x20AC;&#x2122; we are talking about here is not trying to remove walking activities from your daily life but to reduce physical and mental barriers when you are planning a travel, even a long distance travel to a foreign country or when you are looking for a sustainable (affordable) daily commuting solution whether locally or when you are working/studying abroad. Trust me, the transport culture differentiation could be fundamentally impacting your behaviour in the first few months or even throughout the whole period, but once you find a sustainable (affordable), personal and standardised transport solution you will feel free to explore the country and feel independent.

Other Stakeholders

Our Service Third-Parties

Intelligent & Seamless When you want to go somewhere, at any time, by a few clicks you can have solutions via various forms of transportations with no worried about getting lost on the way, cannot find the location or public transportation does not reach etc. It is as easily as Google map to use and not much more expensive than public transportation, running 24/7. Imagine that you go to a city of a foreign country, your car is just outside the airport waiting for you to bring you to the destination – Just like mobile phones’ international roaming, you are roaming your car service – you are not buying a car, you are buying a service. Furthermore, the “seamless” also is like you do not hesitate to take this service – anywhere in the world – as long as you can find it. Like McDonald’s restaurants, they are not offering the best food in the world but you know what they are offering – the standardised food which is safe and quick that you can trust when you are in a foreign country. 69

The Internet Service Operator

The operator is the service provider who provides advanced control by speaking human language and visualised user interface.. for humans to communicate with the autonomous car.

Intelligent transportation system provides holistic traffic control â&#x20AC;&#x201C; it manage the road.. Purely machine interface, speaks machine language, which is the basic logic part of the system.

Autonomous Vehicle The Autonomous Car in this project is the smart, connected vehicle which is a kind of the IoT (Internet of Things) automotive, connected with the integrated intelligent transportation system which provides basic control for them such as navigation, traffic condition sharing, communication among connected cars and infrastructure etc. – it is providing the Machine Interface which is the role that managing roads and driving the car. The human interaction has been removed. However, the car will also have an “Service Operator” (the role is like mobile operators providing services for Smartphones such as voice call, SMS, network) to provide advanced services – in the form of User Interface for people to communicate with smart cars by sending request, summon the car, customise settings, managing and monitoring the car condition for example.

Passenger

The Internet & System

Passenger

The Internet & System

Car Owner/ Taxi Driver

Autonomous Car Service Coverage Human Driverâ&#x20AC;&#x2122;s Service Coverage Stakeholders

Car Owner

The core offering of this service is not the self-driving car but an intelligent, seamless transition lifestyle â&#x20AC;&#x201C; Autonomous Vehicles as a functional component can provide the ultimate solution for the service. However, the service can be running and be delivering it is core offering by human-driver cars for the current world anyway â&#x20AC;&#x201C; just simply by adding human-interface for car drivers â&#x20AC;&#x201C; actually, autonomous cars are robotic cars which combined smartphone, human, and car that removing human error and improving efficiency. It is always running, rational distribution and instant response.

= + 73

The Service Provider

Users access the Service via Smart devices.

Human language

The Operator is the carrier/ platform providing people services that tells the car what to do or where to go.

The Internet & Cloud *The Operator and the System is here

The User Interface

Machine language

The Smart Transport System

The car will communicate to the smart transport system asking for piloting.

Machine language

The smart transport system is telling the car how to get there and take care of the car on the road – it is the “driver” for autonomous cars.

The Smart Transport System

The Car owner send the request to the car via the smart phone

The passenger send the request to the system via the smart phone

The system received the request and tell the car the request. Or grab an available car depends on the settings*.

The system received the request and grab an available car to send the request.

* Will be describing in chapter 4

Service Operator

*Our Service is here

Integrated Smart Transport System

*Public Infrastructure

The car received the request and tell the smart transport system that it need to move to somewhere.

The smart transport system register this request and guide the car to the destination and holistically control the travel when the car on the road unless there are new or updated requests from the car.

Our Role

An Operator. Providing our service to our users and stakeholders (third-parties) and their users. As I have described before, there are two individual systems working together for running autonomous cars, the smart transport system manages the road and takes care of cars on the road, which is the basic logic infrastructure for autonomous cars â&#x20AC;&#x201C; it does not tell cars where to go but how to get there. However, the car should know where to go â&#x20AC;&#x201C; the user tells the car though the Service Provider via their smart device. Therefore, our role is to provide the general service and the user interface for car owners / passengers to access the service with cars.

Autonomous Car Manufacturers

Users

Our Service

Third Parties

*Other Operators (If any)

The Business Pattern The car owner can buy the car from autonomous car manufacturers directly and then choose us as their operator by registering their car in our system to provide service for them – private use or sharing the car earning the money – we are the service carrier and resource platform. Also, they can buy the car through us by making a contract and choose a plan. (the business pattern will be discussed in chapter 4) Also, passengers (people who don’t own a car) can use our service as a ride service. They can use it on-demand or subscribe our service by choosing a plan. And there is a range of types of cars can be chosen from. In order to provide a seamless travel experience, third-party services will be introduced and integrated into our system to provide an intercity and transnational service – roaming your car(service) to other countries.

• • • • •

Managing the car Resource platform A source of income Integrated travel solution Increase the reachability of the car (*potentially roaming the car to other countries to use)

Car owners

Our Service Third-Parties

Passenger

Passenger Passenger

• Integrated travel solution • Subscribe a car not to buy • A Life Style *potentially roaming the service

Sharing Economy

The car owners can switch their car from “Private Mode” into “Taxi Mode” via their smartphone and the system will take over the control of the car and send request from other passengers to do ride service, thus the car owner will be earning money from sharing the car rather than idling or parking their car. It is quite like the autonomous version of Uber. Also, the third-party service will be introduced into our service to increase the range of our service that can be reached and connect our distributed service as a whole.

Sustainable Transport In current transportation systems, there are so many issues that we are facing now, such as environment issues, energy issues and rapid population growth etc not. Cities will become larger than before and the transportation system will be heavy loaded. In China, the capacities of the city transportation systems had been proved that it cannot meet the demands. Traffic congestions, air pollutions, cities in China are becoming smoggy these days. Meanwhile, in Melbourne, population of citizens will be increased to 8 million by 2050. The city transport systems will be tested rigorously â&#x20AC;&#x201C; it is creating the potential demands for this design proposal. Therefore, an autonomous transport system based on clean energies for future smart cities will be a reasonable and necessary design context which will be improving both capabilities of transportation and Services.

Technological Requirements

Big Data Every day, a great number of data has been generating. The term Big Data is used to describe datasets that are so large or complex that traditional data process applications are inadequate to handle them. As it is pretty large, extracting value from these data doing predictive analytics may lead to more accurate and confident decision-making which is a great benefit for optimising efficiency or risk and cost reducing. So, basically, big data can be considered as a valuable, accurate and living data source which made predictions reliable. It can provide accurate estimates such as the time, cost and optimised options that based on real-time data. In terms of user experience, the big data can be used to detect userâ&#x20AC;&#x2122;s potential demands. According to the pattern-of-life or other sources of digital footprints to do predictive analytics to offer users advises even before they think of it or avoid accidentally forget something. And also can be used to generate schedule automatically and just modified a little bit rather than input manually. 85

Cloud Computing Cloud computing is definitely playing a pivotal role in the big data era. Cloud computing is a type of internet-based computing that allowed the end-users to access shared processing resources from high-capability computers via a very minimal system such as the Smartphone. Since the processing is running and storing on remote computers thought the high-capacity internet and the local terminal is just receiving the processed results, which break out of the performance and storage capabilitiesâ&#x20AC;&#x2122; limitation, which made the miniaturisation of high-capability devices a reality. Also, the cloud is describing the internet that thousands of databases, servers, applications and systems (including our system) are over there â&#x20AC;&#x201C; the Google is there, the Facebook is there and the YouTube is also there. They are countless and connected with the internet look like a cloud and I would like to use it to describe the internet + systems + databases etc. which is the combination of infrastructure, platform and application.

Cloud & Services

The Internet of Things Essentially, it is the network of physical objects (not just limited to the devices) which embedded with electronics, software and network connectivity. All of these objects are like connected devices or smart devices â&#x20AC;&#x201C; It sounds like devices with networking function, but it is far beyond just like that. Objects in this internet are exchanging data, talking to each other directly â&#x20AC;&#x201C; by machine language. It is giving us opportunities for more direct integration of the physical world into the digital world which is objects that can autonomous generating information (readable data) and contribute to the internet. Even nowadays, the information on the internet has heavy relied on humans to input, by typing, digital recording, photographing, filming or scanning etc. â&#x20AC;&#x201C; the internet was an accumulation of human-generated data, but human beings have limited time, energy and there are chances of human error. IoT is like our computers can read the real world and generate large amounts of data for us.

Cyber-Physical System It is an upgraded version of IoT. By augmented with sensors and actuators, IoT can be shifting to a so-called Cyber-physical system (CPS) which is typically designed as a network of interacting elements with physical input and output instead of as standalone devices. From my understanding, IoT is a network with the emphasis on the connectivity among any possible objects and collecting, processing and sharing useful data, while the Cyber-physical system (CPS) has the emphasis on the physical interactivity, which is a system composed of physical entities such mechanisms controlled or monitored by computer programmes.

Chapter 3: Methods of Research

This Chapter is going to introduce and describe how will the research be undertaken and the methods that will be applied during the design development in terms of responding to proposals, problems and contexts. The detailed development process will be discussed in Chapter 4.

Introduction: To deploy a sound research is a crucial point that leading to a decent design outcome. Research methods are viable patterns that involve past experiences that have been summarised and catalogued by other designers for people to use. Learning research methods offers us approaches for doing research efficiently and effectively and deploy research in a professional manner. And these discoveries will be then used to inform the next stage of the project. The method will be catalogued into categories for different areas of the design process/aspects and also some methods have been grouped as a set since they are normally applied simultaneously or in this project will be undertaken concurrently for a comprehensive outcome.

In the first stage, I was trying to find the field where will my service design practice to be undertaken and then getting head around it â&#x20AC;&#x201C; knowing about the history, contemporary of this field and then to deploy analysis to find problems in this field in terms of somehow predicting the future. By reviewing prior design projects pertinent to the area, I can tell pros and cons about them. And then try to define the problems and opportunities in this field. I decided to start my research began at mobile devices because of its interactivity, mobility, variety and its personal belongings most important importantly the system has been wrapped in it, which gives it a comprehensive ideal development space to deploy Service Design both in the forms of tangible and intangible.

Analytical Methods

Research in the Industry

Services (Ecosystem) User Interface (Interactivity)

Why iPhone changed mobile phone industry profoundly.

Functionality (Variety)

Ecosystem iTunes Initial release 9th January, 2001 with iPod

6 Years

iPhone (2007) 3 Years

iPad (2010)

9 Years to build up

There is a demand in the gap between

Historical analysis Looking into history is always a good idea when you are just getting head around an unfamiliar context and trying to know what had happened in the past – even for your familiar field – by reviewing historical events and compare current trends, you can always find something new and someone’s prediction has been proofed. Also, you can use a various source to gain a valuable insight of the industry since things had already happened and there are many of accountable conclusions or interesting opinions from people who are engaging in other industries – providing a different point of view for us to review our own industry. You can learn from past failures and successes – not to copycat but to shape our own mind and build up resource pool for generating new ideas and even to predict the future – even something failed in the past, it does not proof that it cannot

to succeed in the future when climates had been changed and underpinnings had been laid. It is easy to judge past events from the future point of view, but that is not the point. From reading past articles and analyses you can find people’s blind points at that age and the infancy of an industry – there were no infrastructure for great innovations to deploy and sometimes, a great innovation was there for a long time but can be ruined by wrong uses or ridiculous preconception – a promising piece of tech had been marketed before it has value to be used, bad user experience made people grow tired of it.

“When we were an agrarian nation, all cars were trucks, because that’s what you needed on the farm. But as vehicles started to be used in the urban centres, cars got more popular. Innovations like automatic transmission and power steering and things that you didn’t care about in a truck as much started to become paramount in cars. … PCs are going to be like trucks. They’re still going to be around, they’re still going to have a lot of value, but they’re going to be used by one out of X people.” – Steve Jobs at D8 conference in 2010

First time use? YES

Registration

Features

tin ple

SilverTop Taxi App

Settings

Booking time

A range of cars can be chosen from

MIN

13 CABS App

P131 for the larger image

100

MAX

Competitive Product Survey Comparing multiple competitive products gives me an insight of these companies and the core offering of their products, and to learn their business pattern â&#x20AC;&#x201C; reinvent or modify based on it or apply to other fields. I can feel that they have different design methods, user groups and core offerings even their products are looked the same. For some homogeneous competition companies, they have different driven force behind and different products orientation. Also, there is not just one way to make a product successfully but as a designer, we can choose which way we want to go and which pattern we can copy as a process of learning.

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Meta-research It is good to have a look at governments’ industry’s reports to get information which is free, authoritative and directive. When my project’s concept had become to the autonomous taxi service, I had lots of insight by reviewing Taxi service industry’s report such as Taxi service commission Victoria.

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Co-Creation / Co-Reflection / Crowd Sourcing

Co-Creation is a social method where different stakeholders come together in raising issues for problem identification, discussion and design decisions (Madike, 2013). Co-Reflection is to involve users in early stages of the design process and discuss/gain early design ideas and making them think like a designer to understand and critical of your desige. One of my friends was studying accounting and finance at Melbourne University who with a non-design background. However, I am used to discussing with him about my design proposals and he can always give me good advice which has totally different perspectives from other fields. It is

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very important for me to meet him regularly to gain some feedback about my development as fresh eyes – it is actually a process of Co-creation and Co-reflection. The car will become a smart device on wheels point of view was an “Aha moment” when we were talking about the trend of city smart facilities

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after one dayâ&#x20AC;&#x2122;s jogging. He is qualified to give me feedback about the viability of my design proposal in terms of user experience as a user or as a specialist who providing data, trends and business pattern dissuasion which based on his research. Non-design background people can give really valuable advice or inspirational perspectives which based on their various professions or just as a normal people who will be the majority of your focus user group. And I believe that discuss with non-design background people can help Designers, especially â&#x20AC;&#x201C; young designers, us, who with limited experience, to avoid blindness that we saw something as a commonplace based on our knowledge which nondesign background people might be seeing it in different ways.

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Also, a part of my project is about the business pattern and I want it viable. I asked my friend who is doing car accessories and also doing Uber in Melbourne, which gives me advice and opportunities to know the existing patterns and models. Nevertheless, every weekâ&#x20AC;&#x2122;s class discussion offers me an excellent opportunity to do Crowdsourcing, Cocreation and Co-reflection by reviewing each otherâ&#x20AC;&#x2122;s project and gain feedback from design background people.

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From left to right. Figure 1: First 4 timesâ&#x20AC;&#x2122; earnings since he start doing Uber. Figure 2: One weekâ&#x20AC;&#x2122;s earnings (FEB 15 - 22). Figure 3: Doing Uber while making friends and finding potential customer to do his owner business (selling car accessories).

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User Observation Basically, user observation is a method that collecting information from users. Just as other methods of collecting information from users such as interviews, survey questionnaires etc. It can be used as methods for generating information for running a focus group or setting up a survey questionnaire that will be distributed to many people. One of my friends who is doing Uber, and he provided me with information of his first four earnings and a weekâ&#x20AC;&#x2122;s earnings (29 times), therefore, I can have a vision of how did Uber work with their partners. It also shows that as the driver get more experienced they can find the hot zone that can get more business. Also, he have owned a car accessories store, once when he was doing Uber he also got to know a guy and a few days later, that guy found he to buy a seat cover, which inspired me that applying Advertisement on the â&#x20AC;&#x153;Basicâ&#x20AC;? class cars.

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P202-205 for the larger image Self-Driving car project

10 August 2016

Passenger journey map

PROJECT CONTEXT

EXPORT DATE

JOURNEY MAP

Information at home/Outdoor

Getting the Service Ready

Using On-demand

Pre-Service Period

Service Period

Finding the service at home

Comparing

Decided

Downloading the App

First time use

Essential Settings

Require a car

Waiting the car arrival

Car arrival

Getting into the car

Setting destination

On the way

Finding Services Outdoors

Comparing

Decided

Downloading the App

First time use

Essential settings

Require a car

Waiting the car arrival

Car arrival

Getting into the car

Setting destination

On the way

Potentially information provideing.

Door

App

Stop hotspot?

Seat

Screen

Ray / Eva

EMOTIONAL JOURNEYS

-1

-2

Ray

RAY'S TOUCHPOINTS

App Store

Keywords

Matched user's needs.

App store

Loading Screen.

Web Searching

Screenshots

Competitive products

Network Operator

Quick Guide.

Word-of-Mouth

Introduction

Size of App

Graphics

Ads (TV, Online)

Rating

Flyers

User comments

Ray

Select a type of car.

Refund Guarantee.

Pickup location.

User name

Reliability

Offerings Needs

Device dock

Perhaps competitive products will be downloaded with for further comparison.

People at home so the size of app and downloading time are not that important.

Loading Screen could be showing quick guide slideshow to get start.

But if your app is being downloaded with competitive products the small the better getting people ready to use.

Get people familiar with functions maybe surprising them by some features

This process should be quick go through.

Make people feel security.

Collecting necessary content.

Pickup location could be hotspot to avoid some issues. First time tend to be an on-demand user.

A reasonable waiting time no more than?

How to get the door open.

When people are waiting provideing some necessary information? or real arriving time counting down?

Physical touch or through mobile device?

Potentially information provideing.

Door

The seat rotate to face people or fixed?

The destination maybe set during the waiting time.

fasten seat belt

Confirm the Preset Customise the route �pass by somewhere to pickup stuff or person�

locking for launch the car

What kind of service people during the jo

EVA’S TOUCHPOINTS

App store

Core offerings

App store

Loading Screen.

Web search via smartphone

Screenshots

Accessibility.

Network Operator

Quick Guide.

Flyers

Introduction

Keywords

Expectation

Size of App

Graphics

User name

Rating

Payments methods.

Select a type of car.

Password

Refund Guarantee.

Pickup location.

Reliability

Stop hotspot?

Door

App

Seat

Screen

Seat belt

Terms & Conditions

EVA’S NOTE

People in outdoor situation they are pretty eager to get the service

In outdoor situation people might looking for Core offering of the service

Matched user's needs. Accessibility.

App store and network condition are out of our control. The size of App will determining the downloading time and cost of data

Get people familiar with functions maybe surprising them by some features.

Make people feel reliable

People are outerdoor so they may stick with they phones or just waiting your cars on street. give them a quick tutorial of using the car when it arrive. (for first time user)

fasten seat belt locking for launch the car count down 5s and then the car launch

Persona / Journey Maps / Storyboarding / Scenario Building

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Seat Screen Window Device dock

User comments

Eva

Seat Screen Window

NOTES

Keywords maybe crucial. Past experiences of others.

Eva

Payments methods.

Password

Terms & Conditions

e can we offering to ourney.

Later stage using Post-Service Period

Reached the destination

Payment

Make Reservation (second time use)

Subscription

Other potential usage

Reached the destination

Payment

Make Reservation

Car arrival

On the way

Paypal

Timed.

Schedule.

Goods delivery.

Credit card

Arrive in advance for a resenable time.

Calendar.

Tourism (mathed with flights)

Door

Voucher

Arrive at Airport

Flight period

Arrive in another city

Car wating out side the airport

Get into the car

On the way

Reached the final Destination

Airline's job

Location info

Seat belt

Weather

Door

Any change or delay will inform our system to tell the car change of plan

Tell the people where the car is?

Fasten seat belt

People just arrived this city they might need some local information (ex. weather)

Announcement of checking belongings

Journey Plans.

Gift Card

The way that get out the car.

Automatically charged

(Rotating seat fact to door?)

or need to Confirm.

Timed delivery matched to lifestyle needs.

Paypal

Timed.

Door

Credit card

Arrive in advance for a resenable time.

Display

Timed.

Charging the phone

Arrive in advance for a resenable time.

Flight info

(depending on settings)

Door

Seat

Voucher Gift Card

locking for lunch the car

Tourism information of destination

Persona, journey map, Storyboard and Scenario building are useful methods when you are trying to visualise userâ&#x20AC;&#x2122;s experience, the whole process of service and to imagine target/potential users. Delivering vivid design concepts for ourselves, peer and stakeholders to holistically review. I have made three personas to start with my journey map. There are two

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Eva

Driving car project PROJECT

02 November 2016

Luke

Self-Driving car project

EXPORT DATE

PERSONA

PROJECT

Self-Driving car project

02 November 2016

PROJECT

EXPORT DATE

02 November 2016PERSONA EXPORT DATE

INITIALS

AGE

GENDER

INITIALS

AGE

GENDER

RAY

male

LUK

male

NAME

Ray

Luke

NAME

OCCUPATION

Eva

Accountant

Designer

NATIONALITY

Chinese

Australian

Designer

MARITAL STATUS

NATIONALITY

Single

QUOTE

wanna better service.

Form follows function.

DESCRIPTION

People who always want to try new stuff and be critical.

A Car owner.

OCCUPATION

Chinese DESCRIPTION

A user who suddenly want to use car service i

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She prefers Self-Service.

INITIALS

AGE

GENDER

EVA

female

in an outdoor situation.

types of passengers and a car owner. The two typical passengers are from different situations to engage with our service – the reason is there are lots of touchpoints should be considered during our service period. If people are outdoor they probably will be using the mobile data to download the app – in this case, the size of the app should be considered. Also when people getting engaged with our service there are some touchpoints we cannot avoid to make people waiting, by listing out these points, we can holistically design the process that makes each service process smooth – not break in the middle of the chain.

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114

115

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Body Storming / Experience Prototyping / Try it yourself These three methods are about physical experience, role-play and gain first-hand experience in situations. Discovering potential problems of a physical product or serviceâ&#x20AC;&#x2122;s user experience. I made user interfaces in 1:1 resolution and put it on my smartphone to try the size of font and icons, which give me a view to evaluate my mockups. Later I have made fully interactive prototype for people to test and also tried to simulate the process with the car to best imagine the service would be in the current world.

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Chapter 4: Methods of Evaluation and Validation

118

This Chapter is going to describe the methods of evaluation and validation that how the intents and impacts of this project will be responded through design development in a discovery manner. The Whole projectâ&#x20AC;&#x2122;s propose has already been discussed in chapter 2.

119

120

Introduction: In my opinion, doing design is a process that finding and solving problems. Sometimes the problem is apparent, which has already existed for a long time; sometimes the problem is imperceptible which needs to change perspectives to find out. The ‘Apparent Problem’ is actually revealing that there are existing demands from people while the ‘Imperceptible Problem’ indicate there are potential demands – once you have fulfilled these demands you are actually bringing something innovative – apparent problems somehow are resulted by technical limitations but hidden problems sometimes can be solved by a very simple way. Both of these two types of problems are giving the opportunity for designers to do their job – making people‘s lives better.

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The Field

Context & Applications

Finding Field

Research in Industry Setting up Context for project to depoly Defining

Problems/Opportunities Evaluation Analysing the problems Methods

Design intention

Solving the problems

Reflection

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Validation

Defining the problem

Somehow the complex problem consists of several simple problems. They can be solved easily by breaking up into smaller, simpler parts â&#x20AC;&#x201C; we need to analyse the problem at first and often back to review during the development to measure that have the problem been solved or is there something deeper. Therefore, the design process is not one-way off but an iterative loop. Furthermore, Service Designâ&#x20AC;&#x2122;s loop will be continuously getting feedback from users and stakeholders for making improvements further. Based on this point of view, I will simply divide my design process into 4 Stages that:

123

It is a Loop Defining the problems ? ? es ng nt tiv ati orta rna of alu p lte cy Ev im a g t i ca Is stin ffe e i ex e e ns th spo ng re ati n lid sig Va e de th

Analysing the problems It is important Design intentions

Solving the problems

124

s er tt Be

n tio

Stage 1: Defining the problem. – getting head around the field. (key points ‘HCF’: History, Contemporary, Future) Stage 2: Analysing the problem. – Researching, understanding, rationale, ideation and always back to Stage 1 to review for making a viable design proposal. (The 5Ws: What, Who, Where, Why, When) Stage 3: Solving the problem. – the general design development process: iterative development, prototyping, evaluation and validation. Stage 4: Overview & Reflection.

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Analysing the problem

Multiple research methods had been throughout these 4 stages and guided me to ask questions at the first stage and answering at the next stage by development outcomes and always back to review. In the first stage when I was heading into the field, I did some research of the industry history to figure out what have happened in the mobile phone industry for the past 15 years? Why NOKIA failed and the smartphoneâ&#x20AC;&#x2122;s rise? And whatâ&#x20AC;&#x2122;s next? By analysing historical events and answering the first two questions, I found that in terms of the smart device, there are two key points â&#x20AC;&#x201C; a) the device as a gadget itself, where I consider the traditional industrial design will be implemented and b) the

126

Eco-system behind it, where I consider the service design will be implemented – The smart device is actually a service wrapped in a device – a physical portal to the access their service. By answering the question “what is next?”, I have noticed the Tesla – a car company from Silicon Valley which considered the home for many of the world’s largest high-tech companies such as apple and google who are entering the car industry too. Therefore, I draw a conclusion that the Car industry is shifting into an electric and electronic era, which will become an ultimate smart-device-on-wheels rather than merely a vehicle. Thus my design proposal was formed into by designing a smart transport system as the eco-system to support the smart device – connected cars.

127

The Car owner send the request to the car via the smart phone

The passenger send the request to the system via the smart phone

The system received the request and tell the car the request. Or grab an available car depends on the settings*.

The system received the request and grab an available car to send the request.

* Will be describing in chapter 4

Service Operator

*Our Service is here

Integrated Smart Transport System

*Public Infrastructure

The car received the request and tell the smart transport system that it need to move to somewhere.

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Solving the problem However, this stage is starting to solve the problem â&#x20AC;&#x201C; research into contextual, industry and relevant technologies to lay the underpinnings for supporting the design proposal and as a background for design outcomes to place. In this project, I had spent around 9 weeks to develop a viable and solid concept, then I started to construct the system which I considered as the prototype of this project, once the original system flowchart had been done, I finally feel that I can start to implement the service design in this project â&#x20AC;&#x201C; compare to do service design for an existing system or, in other words, to improve the existing systemâ&#x20AC;&#x2122;s user experience. This project is actually to build the system first and then to apply the service design as an approach to improve it.

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System

Service

Smart Transportation System

Review

Iteration Mid-Semester

Individual+Mass Integrated Autonomous Pu Transportation System

Smart Car(Device)+Ecosystem (Service)

Device+Service

End of Semester

Dow Review

Autonomous Taxi+S

Notiﬁcations

Preferences Customize

Help

BAL $74

Features

Self-Driving Cars Only

Both Self-Driving Cars AND Human-Driving Cars

$74

Maxi

Basic

Premium

Basic

Premium

$74

Ofﬂine

Charging

In 15:25

YES

$74 $74 PayPal

ANNUAL PLAN $150/ month

$1800

MONTHLY PLAN $350/ month

Costs:

PayPal

$350

QUARTERLY PLAN $900 $300/ month ANNUAL PLAN $250/ month

Costs:

$74

BALANCE PAYMENT METHODS

$2500

Earnings: +$177

In-Service

Type Running Time: 15:47:52

$200

QUARTERLY PLAN $540 $180/ month

Earnings: +$177

80%

BAL $74

BALANCE

MONTHLY PLAN $200/ month

App for Car owners

Got an account? YES

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

-$30

Self Use: 60%

Identitfying

Failed

1 0

Public Use: 40%

Dashboard

(Main Screen, Map) Status Bar

Slide Menu Occupied Shortcuts Idling

Vehicles

Cloud

DATABASE

Settings

Big Data

Completing Register

Apps for Guests

Schedule

Sending / Receiving Personal Parcel(s)

Locating Car(s)

Summon

Customize / Mode Switching Running time

Online

$30 $0

Battery level Incomes

Matching Device

Add New Device

Security Procedures Carpooling (If any)

Preferences

Quantity Amount

Maintenance fee Tyre-Changing

(Passcode, Fingerprint, Voice, Iris Collecting)

First time required

Correct

Business

PAYMENT METHODS

QUARTERLY

ANNUAL

Calculating...

Available

27:32

Maintenance Arrangements Estimate Costs:

Connecting Analysis

Business

MONTHLY

Subscriptions

Details

Online

Financial Reports

Online

BAL

Wheelchair

Settings

First Time Running Idling

Idling Online

Income & Expenses

Ofﬂine

Details

Next Mainten: 06:13:08 Earnings: $147 *

Running App

47:32 $147

$147

Idling Online

Occupied

Schedule

BAL

About

UberBlack

Charging

Available

47:32

Maintaining

Available

Running Time: 15:47:52

(Passcode, Fingerprint, Voice, Iris Recognition)

Help

UberX etc.

$74

Car Conditions Overview

Melbourne Airport Avalon

Preferences

History

Charging

100%

Online

80%

Locate Your CAR

EXIT Help

Notiﬁcations

Customize

Ofﬂine

47%

Available

SystemLog

CAR Status

Schedule

Earnings

$74

Destination

Melbourne Airport Tullamarine

History

SET PICKUP LOCATION

Ofﬂine

Duty Status

YOU Indicator ModeSwitch

Flowchart (App for Owners)

Available

Self-Driving Cabs

RMIT Building 100 Melbourne, VIC 3000, Australia

SET PICKUP LOCATION

Giving Orders

$147

Occupied

Idling Notifications SlideBar

$30

Cloud

Pickup

Destination

Min

$74

Available CARs nearby

Ofﬂine

20%

Maintaining

Auto-Replace

Big Data

Human Driver Cars

Schedule a Ride Min

Self-Driving Cabs

Ran Wang

Payment

Details

YourCAR

Schedule Searching

Settings

$147

Tyre Wear

Estimate Costs:

Creating Car Sharing Platform

$74

Battery Protection

$15

Offline Notifications

l Preferen

Persona

Manually

In case Low

Reason-Checking

Maintaining Charging Out of order

Automatically

Incidents

Run as different Modes

Criminal Damaged Lost

Profile-Creating

User Interface Mockup (App for Guests)

Ordering, Booking, Subscribing

Next Mainten: 06:13:08 Earnings: $147 *

Maintaining

About

Charging When

Maintenance Arrangements

Settings / Preferences

Details

Schedule

Settings

Earnings: $147 *

Features Intro

Avaliable carS

Ran Wang

Payment

130

Details

Next Mainten: 06:13:08

Completing Register

Big Data

About

Help

Washing

Running Time: 15:47:52

Estimate Costs:

Database App for Car Passengers

Searching

Cleaning EXIT Help

$74

Estimate Costs:

Plug in

47:32

Emergency

Available

In 15:25

Details

Available

Third-Party (Ex. Uber)

Cloud

Charging

27:32

Maintenance Arrangements

Details Settings

20%

Maintaining

Security Procedures

Details

Running Time: 15:47:52 Next Mainten: 06:13:08 Earnings: $147 *

$147

Details

de, Fingerprint, Voice, Iris Collecting)

Details Settings

Finish

Earnings

Calculating...

Maintaining

Available

Running Time: 15:47:52 Next Mainten: 06:13:08 Earnings: $147 *

In-Service

$74

Ofﬂine

Running Time: 15:47:52

Customize

Available

Ofﬂine

EXIT Help

Online

80%

Help

In 15:25

NO (and car will not take other passengers and parcels)

Charging

47:32

100%

Online

80%

CAR Status Locate Your CAR

Self-Driving Cars

Occupied

Notiﬁcations

Preferences

About

Preferences

Available

27:32

Confirm

Charging

SystemLog

YourCAR

YOU

Schedule

Earnings

$74

Idling

Ran Wang

Account Schedule Locating

In-Service

Notiﬁcations

Customize

Available

Feedback

Duty Status

Indicator

Locate Your CAR

Charging

Maintaining

80%

CAR Status

Schedule

100%

Online

YOU Indicator ModeSwitch

Fare Estimater

47%

Maintaining

Available

Notifications SlideBar

Available CARs nearby

ModeSwitch

etc.

Monitoring, Giving Orders

Allow Carpooling?

Occupied

Idling

Ofﬂine

YES

$147

Online

80%

Carpooling (If any)

47:32

Schedule Locating

Ofﬂine

Types of Cars

Available

Calculating...

Business class

Ofﬂine

20%

Maintaining

Ofﬂine

Occupied

Account In

ASAP

$147

$74

YourCAR Available CARs nearby

Idling

Ran Wang

Charging

Available

47:32

ASAP

$147

$74

Details

Charging

Timing

$74

Details Settings

Ofﬂine

47%

Maintaining

Available

Timing

About

Running Time: 15:47:52 Next Mainten: 06:13:08 Earnings: $147 *

Occupied SystemLog

Schedule a Ride

Help

Duty Status

User Interface Mockup (App for Car Owners)

Different Runing Conditions Ofﬂine

Idling Notifications SlideBar

Preferences

Car Conditions Overview

Help Screen

Courier

Customize

Notiﬁcations

Business

Hitchhiking

In-Service

Customize

Premium

Giving Orders

Online

80%

Request a Parcel Delivery

Economy

Occupied

Request a Car Now

Idling

Ran Wang

Account Schedule Locating

Self-Driving Cars

App for Car Owners

App for Passengers Focus Speciﬁcally on Self-Driving Car Service

Plug in

Taxi Mode Private Mode

Third-Party Existing Apps (such as Uber) General Taxi Service Self-Driving + Human Driver

Concept Development The detailed development process and reflection will be discussed in the final chapter. And this section will be briefly going through the concept development as a sequence.

ublic

wnsize

Service

Notifications

Account Balance

Battery level Running ti

Status Bar (Main Screen, Map)

Dashboard

Shortcuts Slide Menu

Correct (Passcode, Fingerprint, Voice, Iris Recognition)

Identitfying

Failed First time required

Connecting

User Interface Mockup (App for Guests)

First Time Running

YES

Avaliable carS

Got an account?

(Passc

Ran Wang

YES

Payment Schedule a Ride

Running App

Searching

Min

SET PICKUP LOCATION

History

Flowchart (App for Guests)

Notiﬁcations

Preferences Customize

Help About

BAL $74

Human Driver TAXI Uber X Uber Black etc.

This project was started with the intent to do a service design practice. The initial concept was establishing a smart transport system by adopting emerging technologies such as big data, the internet of things and cloud computing and seeking opportunities for the service design to deploy – how will these technologies combined together to bring about a paradigm shift in the way that improve the user experience or change the way we live rather than a marketing gimmick that we will grow tired of – as I had talked the Samsung edge screen for example. However, by finishing the first part – “The field” I have researched into the history of mobile device industry and

131

came to a conclusion that cars will become smart â&#x20AC;&#x153;devicesâ&#x20AC;? rather than vehicles, and for a smart device the eco-system was crucial â&#x20AC;&#x201C; it is just a portal to access the service, without eco-system they cannot achieve full functionality. Based on this conclusion, my proposal was to design a device + eco-system as a package. For the reality, viability has always been considered rigorously that lots of aspects had been thought through at the very early stage, such as the ownership, the business pattern, the acceptability, all of this is trying to make this project looks real rather than a purely conceptual design. Therefore, the scenario was moving people by mass transit to the city and there are plenty of dynamic moving compact autonomous cars in the city area to separate passengers into 1-2 people groups who along with the way to the destinations distributed everywhere in the city. There will be using Big Data, Cloud Computing, The Internet of Things working together to

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bring this intelligent service out – but it was still ambitious with no focus. Later, the project has been downsized to a more specific area that the taxi industry because of its business pattern, user group and the current Uber influence – blurring the boundaries between private cars and taxis, which was an ideal field to do the service design – even my project is a little bit speculative, but we actually do not need to build an entirely new system or infrastructure but can be upgraded from current existing system and can have an insight from a similar industry – after all, this design project is trying to use the service design point of view to demonstrate the autonomous car is not a gimmick but a paradigm shift for improving user experience and changing the way we live. Until this stage, the concept has become very solid and viable. And was entering to the stage of prototyping – The system development.

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When you are making a phone call, your are not connecting to otherâ&#x20AC;&#x2122;s phone directly...

The internet Our system

The Autonomous car

Our App

When you are communicating to an autonomous car, your are not connecting to the car directly...

X Our App

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The Autonomous car

Some basic things need to know in advance Before I am heading into system development part, there are something need to know in advance. During this year, I found a very tricky thing that we always assume that some basic things that everybody should already know â&#x20AC;&#x201C; but in fact, they do not. Also, as the designer of the project who experienced the whole process of ideation, research and development, we have some blind spots that people as fresh eyes who donâ&#x20AC;&#x2122;t have any knowledge basement for your work â&#x20AC;&#x201C; if there are some basic fundamental knowledge had been lost, they will be hard to understand the project or be misunderstanding. Therefore, before I start to explain my system framework, I will assume that people do not have any knowledge about the existing infrastructure such as the Internet or telecommunications. So, in order to better explain my project, there are some technical aspects need to be explained in advance just in case.

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The Service Provider

Users access the Service via Smart devices.

Human language

The Smart Transport System

The Operator is the carrier/ platform providing people services that tells the car what to do or where to go.

Machine language

The car will communicate to the smart transport system asking for piloting.

The Internet & Cloud

Machine language

The smart transport system is telling the car how to get there and take care of the car on the road – it is the “driver” for autonomous cars.

The Smart Transport System

*The Operator and the System is here

The User Interface

Asking for guide

App The internet

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System

Autonomous car The internet

Navigation

The Smart Transport System

The System Framework Development Every complex structure was developed from a rather simple framework or combined by a several of simple structures that work as subcomponents or individual functional modules. But, the most basic framework will be the core offering of this service – This is what so-called service brand. If you have looked into many successful services – mostly are delivered in the form of an App – the initial version was always a simple but have a clear and complete core offering. Let me take Uber as an example, their core offering is the “Sharing Economy” – for the passenger it is an affordable “taxi” service, for the partner it is a considerable source of income – the

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Uber DERIVER

PASSENGER

Arrange the meeting

Dating website MEN

Arrange the meeting

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WOMEN

Uber is just a platform that arranges meetings – just like dating websites – no man or woman are belonging to them. The relationship between them are users and the service provider. Therefore, even one day in the future Uber start to offer people “Ondemand helicopter service” as long as helicopters are not belonging to them, then their core offering is still sharing economy. However, Once Uber start to have their own fleet – even bicycles or bikes, their core offering has been changed – there are not sharing economy anymore.

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The Internet Our system

The Autonomous car

Our App

App The internet

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System

Autonomous car The internet

The initial prototype of the system The initial system framework was a simple autonomous car service operating system – considering autonomous cars as smartphones-onwheels that connected to the Internet and controlled by a system which gives orders to the car, and guides the car to the destinations. And the users will access this service via their smartphone by downloading the App. But there were lots of questions about this system such as who’s going to own this autonomous car? What’s the role of us – the service provider or the car manufacturer? Who is controlling these cars on the road? Why will the car manufacturer use your system rather than their own?

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Our service system The internet Our system

People communicate with the car through our system via the user interface

Our App

The User

The Smart transport sytstem guide the car to the user, if the user changed the request the car will update latest requests with the smart transport system.

The Autonomous car

Once the car received the request from the system, it will communicate with the Smart transport system asking for control and guide.

The Smart transport system Public infrastructure, not a part of our service. It is control the all cars on the road.

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Development This prototype is trying to explain our role. We are the service provider, not the road managing system. Our service is to connect the user and the car. All request are sending to the autonomous car directly, and the car will communicate with the smart transport system â&#x20AC;&#x201C; there is no human intervention unless the user request has been changed or upgraded and the car will know directly and then the car will tell the smart transport system the new direction. So, there are two individual systems that not communicate directly but the autonomous car is the medium â&#x20AC;&#x201C; Our system tells the car where to go, the smart transport system tells the car how to go there.

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• • • • •

Managing the car Resource platform A source of income Integrated travel solution Increase the reachability of the car (*potentially roaming the car to other countries to use)

Car owners

Our Service Third-Parties

Passenger

Passenger Passenger

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• Integrated travel solution • Subscribe a car not to buy • A Life Style *potentially roaming the service

Who is going to own these cars?

The autonomous car manufacturer is selling the car just like smart device manufacturers selling smart devices â&#x20AC;&#x201C; they do not need to operate service for their device. People can buy the car from autonomous car manufacturers directly and register in our system â&#x20AC;&#x201C; Our role is like mobile operator, providing the service for their device (the autonomous car) and also we will be the platform for the car owner to share their cars and earning the money. For the passenger, our service is a intelligent transport solution, a travel planner which providing seamless international travel by integrated with third-partyâ&#x20AC;&#x2122;s service.

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Other Stakeholders

Our Service Third-Parties

Autonomous Car Manufacturers

Users

Our Service

Third Parties

*Other Operators (If any)

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Business Pattern / Ownership / Subscription / Service roaming The car owner can also buy the car thought us by choosing a plan, just like a mobile phone plan. So their car are signed in our system directly and we are running their cars to provide services for them and other passengers â&#x20AC;&#x201C; they can share the earnings as our partner. And maybe you do not own a certain car â&#x20AC;&#x201C; the system will grab and send the nearest available car to them for the best efficiency rather than wait their car arriving. And even the service can be roaming to other countries to use if this autonomous car service system spread all over the world in the future. It is literally roaming the car to other countries intently when you are just arrived once connected to the local system â&#x20AC;&#x201C; a real seamless door to door service experience.

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Self-Driving Cars

App for Car Owners Idling

Ran Wang

Economy

Occupied

Account Schedule

80% In-Service

Notiﬁcations

Preferences Customize Help About

$74

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

Monitoring, Giving Orders

20%

Maintaining

Available

47:32 $147

$147

$74

Ofﬂine

Occupied

Idling

Ofﬂine

47%

Charging

Maintaining

Duty Status

Available

Notifications SlideBar

etc.

$147 Ofﬂine

$74

47:32

Calculating...

Third-Party (Ex. Uber)

SystemLog Ofﬂine

Ofﬂine

Available CARs nearby

100%

Online

YourCAR

Cloud

Charging

Maintaining

80%

Available

YOU CAR Status Locate Schedule Your CAR

Courier

Business

Giving Orders

Online

Locating

Premium

Available

27:32

In 15:25

Indicator ModeSwitch

Earnings

EXIT Help

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

Maintenance Arrangements

Internet

Estimate Costs:

$74

Big Data

Plug in

Database App for Car Passengers

Ordering, Booking, Subscribing

Avaliable carS

Ran Wang

Payment

Human Driver Cars

Schedule a Ride

Searching

SET PICKUP LOCATION

Min

History Notiﬁcations

Schedule

Creating Car Sharing Platform

In 15:25

Cloud

Online Battery level Offline Notifications

e Preferenc Personal Manually

In case Low

Reason-Checking

Maintaining Charging Out of order

Automatically

Incidents

Run as different Modes

Criminal Damaged Lost

Searching

Running App

Running time

Payment Schedule a Ride

Min

SET PICKUP LOCATION

History

Flowchart (App for Guests)

Big Data

Customize / Mode Switching

Profile-Creating

Summon

Features Intro

Locating Car(s)

Occupied Shortcuts Idling

Schedule

Slide Menu

Sending / Receiving Personal Parcel(s)

Focus Speciﬁcally on Self-Driving Car Service

Avaliable carS

Ran Wang

YES

Status Bar

Settings / Preferences

(Main Screen, Map)

Carpooling (If any)

Preferences

Correct

Dashboard

Apps for Guests

Security Procedures

App for Passengers

Got an account?

Failed

Completing Register

(Passcode, Fingerprint, Voice, Iris Collecting)

Identitfying

Incomes

Big Data

First time required

(Passcode, Fingerprint, Voice, Iris Recognition)

DATABASE

Iris Collecting)

User Interface Mockup (App for Guests)

YES

Connecting

Cloud

NO Got an Register Add New Device Matching Device Settings account? (Passcode, Fingerprint, Voice, Vehicles

YES

First Time Running

First time required

App for Car owners

Estimate Costs:

Maintenance Arrangements

First Time Running

Settings Details

Earnings: $147 *

Running App

Connecting

Next Mainten: 06:13:08

Details

$74

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Emergency

Available

27:32

Security Procedures Running Time: 15:47:52

Flowchart (App for Owners) EXIT Help

Failed

Locate Your CAR

Identitfying

Charging

Maintaining

Available

CAR Status

Schedule

Earnings

(Passcode, Fingerprint, Voice, Iris Recognition)

100%

Online

80% YOU

Indicator

Types of Cars

YourCAR Available CARs nearby

ModeSwitch

Calculating... Ofﬂine

Ofﬂine

Timing

Charging

Available

SystemLog

Schedule a Ride

Duty Status

Slide Menu

SlideBar

47:32

Correct

Feedback

Giving Orders

Ofﬂine

Charging

Wheelchair

Dashboard

NO (and car will not take other passengers and parcels)

Allow Carpooling?

Ofﬂine

47%

Maintaining

Available

ASAP

47:32 $147

$147

Occupied

Idling Notifications

Request a Car Now

Fare Estimater

$74

YES

Details

Available

ASAP

Settings

Ofﬂine

20%

Maintaining

Timing

Details

Next Mainten: 06:13:08 Earnings: $147 *

$147

Hitchhiking

Running Time: 15:47:52

Maxi

Shortcuts

Finish

Confirm

$74

Carpooling (If any)

Help

Business class

In-Service

Notiﬁcations

Preferences Customize

About

Request a Parcel Delivery

Online

80%

UberBlack

Status Bar

Self-Driving Cars

Occupied

Account Schedule Locating

UberX etc.

(Main Screen, Map)

Both Self-Driving Cars AND Human-Driving Cars

Idling

Ran Wang

Self-Driving Cars Only

Running time

BAL $74

Features

Customize

About

Features

Battery level

Help

Notifications

Customize

Account Balance

Preferences

Notiﬁcations

Preferences Customize

Help

Plug in

Taxi Mode Private Mode

Third-Party Existing Apps (such as Uber) General Taxi Service Self-Driving + Human Driver

About

BAL $74

Human Driver TAXI Uber X Uber Black etc.

Compatibility / Plug-in to Other Existing Services for the Current World In the current world, there are no autonomous cars running on the street. But our service can be still running on the current world just by replacing autonomous cars to the Uber as the tired part to provide the ride service for us. Our planner can still work with the airlineâ&#x20AC;&#x2122;s system and public transport system to read the data offer our users intelligent travel planning service. e.g. when the flight has been delayed, the system will send Uber drivers a visualised information to let them know and let them make the decision - for autonomous vehicles, they will know immediately since they are communicating with the integrated transport system and the internet to be informed instantly.

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The Planner The planner is the core offering of this service. It can detect your life events and generate the travel plan for you automatically. In most case, you donâ&#x20AC;&#x2122;t even need to open the app and it can be running as background program to detect the keywords from your calendar, email etc. Also, you can use it to create a plan from A to B by just a few clicks - its integrated third-party service can provide the service for you seamlessly such as airplane service, hotel booking.

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153

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User Interface The be honest, this service design was built on a non-existing system, therefore I had built the system first and developed it to a viable service pattern and then try to make the application to demonstrate it â&#x20AC;&#x201C; there are not much time for me to do graphic design. I am trying to make the application a fully interactive prototype. There are some basic functions can be displayed. And since it is digital work - always replaced by the newest save, So the graphic has been changed a lot.

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Car ownerâ&#x20AC;&#x2122;s UI Original flowchart

Flowchart (App for Owners) Running App YES

First Time Running

Got an account? YES

Connecting

(Passcode, Fingerprint, Voice, Iris Collecting)

Add New Device

Failed

Completing Register

Dashboard Status Bar

Slide Menu Occupied Shortcuts Idling

Schedule

Sending / Receiving Personal Parcel(s)

Locating Car(s)

Summon

Customize / Mode Switching Running time

Online Battery level

156

Apps for Guests

Security Procedures Carpooling (If any)

Preferences

Correct

(Main Screen, Map)

Cloud Settings Big Data

First time required

(Passcode, Fingerprint, Voice, Iris Recognition)

Incomes

Vehicles

Identitfying

Matching Device

Offline Notifications

ference onal Pre

Pers

Manually In case Low

Reason-Checking

Maintaining Charging Out of order

Automatically

Incidents

Run as different Modes

Criminal Damaged Lost

Taxi Mode Private Mode

Passengerâ&#x20AC;&#x2122;s UI Original flowchart

Flowchart (App for Guests) Cloud

Running App Got an account? YES

Connecting

Identitfying (Passcode, Fingerprint, Voice, Iris Recognition)

Settings / Preferences

Completing Register

First time required

Big Data

Profile-Creating

Features Intro

(Passcode, Fingerprint, Voice, Iris Collecting)

Security Procedures

Failed

Emergency

Creating Car Sharing Platform

Schedule

Correct

Dashboard

(Main Screen, Map) Status Bar

Slide Menu Shortcuts

Running time Account Balance

Battery level Notifications

Schedule a Ride

Timing

Request a Car Now

ASAP

Hitchhiking

Timing

Request a Parcel Delivery

ASAP

Customize

Business class

Allow Carpooling?

Types of Cars YES

Carpooling (If any)

Feedback

YES

First Time Running

NO (and car will not take other passengers and parcels)

Fare Estimater Confirm

Finish

157

Car owner’s UI User Interface Mockup (App for Car Owners)

Original version Idling

Ran Wang

Occupied

Account Schedule

Online

Locating

80% In-Service

Notiﬁcations

Preferences Customize Help About

$74

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

$147 Ofﬂine

20%

Maintaining

Available

$74

$147

Car Conditions Overview

Help Screen

47:32

Different Runing Conditions Ofﬂine

Idling

Occupied

Duty Status

Charging

SystemLog

Ofﬂine

Locate Your CAR

Charging

Maintaining

80%

CAR Status

Calculating...

100%

Online

YOU

Schedule

Available

47:32 Ofﬂine

Available CARs nearby

ModeSwitch

Charging

Available

In YourCAR

Indicator

Maintaining

Notifications SlideBar

Ofﬂine

47%

Available

27:32

In 15:25

Earnings

Cleaning Washing

EXIT Help

$74

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

Charging When Battery Protection Tyre Wear

Maintenance Arrangements Estimate Costs:

Car Conditions Overview

$15

Auto-Replace Estimate Costs:

Idling

Idling Online

Online

Occupied

$30

Online

Income & Expenses

Analysis

Financial Reports

Online

Earnings: +$177

80% In-Service

Costs: Type

158

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

-$30

Quantity Amount

Maintenance fee Tyre-Changing

1 0

$30 $0

Earnings: +$177

Self Use: 60%

Costs:

Public Use: 40%

-$30

Passenger’s UI Original version User Interface Mockup (App for Guests)

Self-Driving Cabs

Ran Wang

Self-Driving Cabs Destination

RMIT Building 100 Melbourne, VIC 3000, Australia

Pickup

Melbourne Airport Tullamarine

Destination

Payment Schedule

Searching

Min

Melbourne Airport Avalon

SET PICKUP LOCATION

Schedule

History Notiﬁcations Basic

Preferences Customize

Basic

Premium

BAL

Business

Help About

Premium

$74

BAL $74 $74

BALANCE

PayPal

PAYMENT METHODS

$74

BALANCE

PayPal

PAYMENT METHODS

MONTHLY

Subscriptions

MONTHLY PLAN $200/ month

QUARTERLY

QUARTERLY PLAN $500 $180/ month

ANNUAL

ANNUAL PLAN $150/ month

Ran Wang

$200

Back

$1500

MONTHLY PLAN $350/ month

$350

QUARTERLY PLAN $900 $300/ month ANNUAL PLAN $250/ month

Back

$2500

Back

Payment Schedule Searching History Notiﬁcations

Preferences Customize

Help About

Want more Options?

Upgrade to Premium Or Business

Business use?

Upgrade to Business

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Chapter 5: Conclusion

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This Chapter is going to review the whole project and reflect on the whole years work.

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Introduction: This project had originally focused to adapt autonomous vehicles into the growing sharing economy, it has become apparent that the vehicle is not the primary solution but part of an overall system that takes control of personal travel. The Autonomous vehicle has been reviewed throughout the project and is an important feature within this system but its importance has been diluted when international travel was introduced. The Autonomous vehicle is currently being adopted worldwide and will become an integral component to D2D.

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Reflection Originally, this project was focused on merely Autonomous cars trying to build a smart connected car ecosystem (The device + Apps & Service) to combat the 21st transportation. However, accompanied by researching further I got a very clear sense that service design is not about making tangible products but a whole service as a product that tangible things might not be involved or just as a to providing touch-points, as the entire environment of the service should be considered. The service, however, is not just about the end-product/terminals but a holistic process working like a chain, every touchpoint is crucial, and the chain will be broken at the weakest point. Services are delivered across multiple touch-points over time, the physical end-product is just one of them. To do service design is to find out a core offering of the service and it is the Service Brand.

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No doubt about that the Autonomous car will be playing a key role in the ultimate form of this service but the autonomous car is not the core offering of the service â&#x20AC;&#x201C; moving people seamlessly is. The seamless is just like when you are using google map to set the destination, no matter it is just 5 mins away from your location or it is a foreign city in a foreign country you have never been there before. And buying flight tickets and booking hotels are just one-stop service - literally with a few clicks time you are about getting there. For me, this project is my first time trying to do service design. The reason that I want to do service design is because I find it user-centred and it is different from the way that doing traditional product design â&#x20AC;&#x201C; I would say that service design is designing

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the way that how user to engage this service from the pre-service period to the post-service period â&#x20AC;&#x201C; it is holistic and sometimes intangible but makes our living better. During this year, the design concept has been changed a lot accompanied by both of my growing understanding of the service design and my technological knowledge accumulation â&#x20AC;&#x201C; this process lasted for a whole year which shaped my mind and changed my point of view for the internet industry profoundly. To be honest, before this year I thought the internet industry was an unrealistic industry, which just based on data. But now I think it is promising and it is the future of lots of industry â&#x20AC;&#x201C; If everything plus the internet (if possible), then the industrial design can be deployed to

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many fields â&#x20AC;&#x201C; even it is already reached a comprehensive area. In this age, the date is also the material that can be processed and designed. I know that might be hard to explain the whole system in my mind to the audience in a limited timeframe. The initial idea of this project was trying to use a service design manner to do a system design by designing an intelligent transport system to enhance peopleâ&#x20AC;&#x2122;s travel efficiency, cost efficiency and safety etc. As I have discussed in past chapters, according to my research, I believe that cars will become smartphones-on-wheels rather than merely vehicles in the near future. Therefore, the design proposal at that stage was simply trying to

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design a connected smart car which is intelligent, affordable and integrated with other smart infrastructure as an eco-system behind it – in this scenario, private cars, public transports or other means of transportations are all the devices under the umbrella of this eco-system – just like the iPhone, iPad and Macs – they have their own designed purpose to suit different situations for people to use, but they are share data, mutual support, offer people a seamless experience to switch between them to access the service in any environment. Actually, a smart device is not about a gadget or a piece of hardware, but a physical portal to access the virtual world that the service is the product there and industrial design will also be implemented on these products – the service design. No doubt about that

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we still need physical things to access the virtual world but as the most important part of the smart device â&#x20AC;&#x201C; the UI (User interface) design, which has already become a crucial part of the industrial design these days, especially in the industry 4.0 / the 3rd wave background context. Similarly, if the private car under the umbrella of the smart transport system sharing information with other cars there are not much difference between a smart device in the information eco-system â&#x20AC;&#x201C; a certain service provider is providing the service for it. In the rest of the first semester, this project had been discussed rigorously and had downsized to focus on the taxi service because of the viability and business pattern. The concept has become establishing an Autonomous

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Taxi Service System to provide a fully self-driving car/cab service for both personal users and existing Taxi service carriers (ex. Uber) as third parties. Therefore, the users we describing here are the car owner, the services user (passengers) and the third party. Uber is an ideal third party because currently, they are a platform for the service provider (private car owners) and the user to meet each other which allow my project as an autonomous car service provider to plug-in â&#x20AC;&#x201C; and my users are also private car owners. The Autonomous Taxi in this system can be owned by private users and they can use car management app to monitor their car status or summon their car and even arrange a parcel pick up or deliver. However, the car

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owners can switch their car from “Private Mode” into “Taxi Mode” through their smartphone manually or the management app will decide based on their schedule which will give up authority for the system to take over control of their cars and to do Taxi service, thus the car owner will be earning money from their cars’ Taxi service rather than idling or parking their cars. Passengers can use this Taxi service by downloading user App – it is the same App from the car owner but different account type since they have not owned a certain car – a different screen view from each other and different permissions to do things. And they can subscribe a service from daily, monthly and yearly or pays one-off through credit card, PayPal or even gift cards. And there is a range of type of cars can be chosen from.

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Besides, this project is about the future (a fully Autonomous Transportation) but also aims to the current and the interim period (human-driving and self-driving hybrid roads in a near future) by plugin into existing human driving taxi service systems. However, it can be also running independently by delivering its own service, which focus on autonomous cars only through its own Apps aiming to demonstrate the potential of the entire autonomous transportation system in the future (pretending Uber is not existing in that context), which will be the ultimate form of this system that saying human will be banned from driving sooner or later.

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Appendix

184

On-Demand

4 Steps go to ANYWHERE

Subscription

Pre-paid

Intelligently

Moving Door to Door

Timed delivery matched to Your Lifestyle

Seamlessly

Subscription

Door

First ride Free up to

Door

D2D

DD 2

Moving Door to Door

Timed delivery matched to Your Lifestyle

On-Demand

3 Steps go to ANYWHERE

Seamlessly

LifeStyleLifeStyle Pre-paid

Seamlessly First ride Free up to

D2D 185

13 CABS App

First time use? YES

Registration

Features

& ng

ti ple

SilverTop Taxi App

Settings

Booking time

A range of cars can be chosen from

MIN

186

�A�

Uber App

187

User Interface Mockup (App for Car Owners) Idling

Ran Wang

Account Schedule Locating NotiďŹ cations

Preferences Customize Help About

$74

188

$74

Occupied

Online

80% In-Service

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

$147 OfďŹ&#x201A;ine

20%

Maintaining

Available

$147

47:32 $147

189

Car Conditions Overv

Help Screen Idling

Occupied

Notifications SlideBar

Duty Status

SystemLog

YourCAR Available CARs nearby

Online

YOU Indicator ModeSwitch

CAR Status

Schedule

Locate Your CAR

80%

Earnings

EXIT Help

$74

Running Time: 15:47:52 Next Mainten: 06:13:08 Earnings: $147 *

190

view

Different Runing Conditions Ofﬂine

Ofﬂine

47%

Charging

Maintaining Available

Available

47:32

Calculating... Ofﬂine

Ofﬂine

100%

Charging

Maintaining

Available

27:32

In 15:25

Cleaning Washing

Details

Charging When Battery Protection

Settings Details

Tyre Wear

Maintenance Arrangements Estimate Costs:

$15

Auto-Replace Estimate Costs:

$30

191

User Interface Mockup (App for Guests) Self-Driving Cabs

Ran Wang

Payment Schedule

Searching

Min

SET PICKUP LOCATION

History NotiďŹ cations

Preferences Customize

Basic

Help About

BAL

$74

MONTHLY

Subscriptions

QUARTERLY

ANNUAL

192

Premium

Business

Self-Driving Cabs Pickup

Self-Driving Cabs Destination

RMIT Building 100 Melbourne, VIC 3000, Australia

Melbourne Airport Tullamarine

Destination

Melbourne Airport Avalon Schedule

Basic

BAL

Premium

Business

$74

BAL $74 $74

BALANCE

PayPal

PAYMENT METHODS

MONTHLY PLAN $200/ month

$200

QUARTERLY PLAN $500 $180/ month ANNUAL PLAN $150/ month

$1500

$74

BALANCE

PayPal

PAYMENT METHODS

MONTHLY PLAN $350/ month

$350

QUARTERLY PLAN $900 $300/ month ANNUAL PLAN $250/ month

$2500

193

Self-Driving Cars

Occupied

Schedule

Online

Locating

80% In-Service

Notiﬁcations

Finish

Idling

Ran Wang

Account

Preferences

Help About

$74

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

ill not take other rs and parcels)

Customize

$147 Ofﬂine

20%

Maintaining

Available

$74

47:32

Ofﬂine

47%

Feedback

Occupied

Idling

Giving Orders

$147

Charging

Maintaining

Duty Status

Calculating... Ofﬂine

Ofﬂine

100%

Online

Charging

Maintaining

80%

Available

YOU

Available

27:32

In 15:25

CAR Status Locate Your CAR

Earnings

Running Time: 15:47:52 Next Mainten: 06:13:08

Details Settings

Flowchart (App for Owners) EXIT Help

Details

Earnings: $147 *

Maintenance Arrangements

App for Car owners

Estimate Costs:

$74

Running App YES

First Time Running

YES

Connecting Identitfying

Failed

Completing Register

Dashboard Status Bar

Slide Menu Occupied Shortcuts Idling

Schedule

Sending / Receiving Personal Parcel(s)

Locating Car(s)

Summon

Customize / Mode Switching Running time

Online Battery level

194

A G

Security Procedures Carpooling (If any)

Preferences

Correct

Incomes

Big Data

First time required

(Passcode, Fingerprint, Voice, Iris Recognition)

DATAB

Iris Collecting)

(Main Screen, Map)

Cloud

NO Got an Register Add New Device Matching Device Settings account? (Passcode, Fingerprint, Voice, Vehicles

Cloud

Schedule

Big Data

Indicator

47:32

SystemLog

YourCAR

ModeSwitch

Available

Notifications SlideBar

Available CARs nearby

aring

Offline Notifications

eference rsonal Pr

Manually In case Low

Reason-Checking

Maintaining Charging Out of order

Automatically

Incidents

Run as different Modes

Criminal Damaged Lost

T M Pri M

General Taxi Service Self-Driving + Human Driver Third-Party Existing Apps (such as Uber) Plug in

About

195 TAXI Uber X Uber Black etc. Human Driver BAL $74

Help Customize Preferences

Flowchart (App for Guests)

Notiﬁcations History

Min

Running App

Searching

SET PICKUP LOCATION

First Time Running

YES

Got an account? YES

Connecting

Focus Speciﬁcally on Self-Driving Car Service

App for Passengers

Payment

(Passcode, Fingerprint, Voice, Iris Collecting)

Features Intro

Completing Register

First time required

Identitfying (Passcode, Fingerprint, Voice, Iris Recognition)

Profile-Creating

Settings / Preferences

Security Procedures

Failed

Emergency

Schedule

Correct

Dashboard

(Main Screen, Map) Status Bar

Slide Menu Shortcuts

Running time

ASAP

Request a Parcel Delivery

Timing

Hitchhiking

ASAP

Request a Car Now

Timing

Schedule a Ride

Customize

Battery level

Types of Cars YES

Carpooling (If any)

Schedule a Ride

Avaliable carS

Account Balance

Taxi Mode ivate Mode

Apps for Guests

BASE

Ran Wang

User Interface Mockup (App for Guests)

Creating Car S Platform

Allow Carpooling?

NO (and car passeng

Fare Estima

Business class

Confir

Notifications

App for Car Owners Idling

Ran Wang

Occupied

Account Schedule

Givin

Online

Locating

80% In-Service

Notiﬁcations

Preferences Customize Help About

$74

Running Time: 15:47:52

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

$147 Ofﬂine

20%

Maintaining

Available

$74

47:32 $147

$147

$74

Ofﬂine

Occupied

Idling

Ofﬂine

47%

Charging

Maintaining

Available

Notifications SlideBar

Duty Status

Calculating... Ofﬂine

Ofﬂine

YourCAR

CAR Status Locate Your CAR

Earnings

EXIT Help

Running Time: 15:47:52

Cloud

Charging

Maintaining

Available

YOU

Schedule

100%

Online

80%

Indicator

Available

SystemLog

Available CARs nearby

ModeSwitch

47:32

Monitoring, Giving Orders

27:32

Available

In 15:25

Details

Next Mainten: 06:13:08

Settings

Earnings: $147 *

Details

Maintenance Arrangements Estimate Costs:

$74

Big Data

Inte

Database App for Car Passengers Avaliable carS

Ran Wang

Payment

Ordering, Booking, Subscribing

Schedule a Ride Searching

Min

SET PICKUP LOCATION

History Notiﬁcations

Preferences Customize

Help About

196

BAL $74

Features

Fea

Self-Driving Cars Only

Bot Car AND Car

Self-Driving Cars Economy

Premium

Business

Courier

ng Orders

ernet

atures

th Self-Driving rs D Human-Driving rs

etc.

Third-Party (Ex. Uber) Plug in

Human Driver Cars

UberX etc.

UberBlack

Maxi

Wheelchair

197

198

199

200

201

Self-Driving car project

10 August 2016

Passenger journey map

PROJECT CONTEXT

EXPORT DATE

JOURNEY MAP

Information at home/Outdoor

Getting the Service Ready

Pre-Service Period

Service Period

Finding the service at home

Comparing

Decided

Downloading the App

First time use

Finding Services Outdoors

Comparing

Decided

Downloading the App

First time use

Ray / Eva

EMOTIONAL JOURNEYS

-1

-2

Ray

RAY'S TOUCHPOINTS

App Store

Keywords

Matched user's needs.

App store

Loading Screen.

User name

Web Searching

Screenshots

Competitive products

Network Operator

Quick Guide.

Password

Word-of-Mouth

Introduction

Size of App

Graphics

Ads (TV, Online)

Rating

Flyers

User comments

Ray

NOTES

Keywords maybe crucial.

Offerings

Past experiences of others.

Needs

Eva

Email Terms & Conditions

Perhaps competitive products will be downloaded with for further comparison.

People at home so the size of app and downloading time are not that important.

Loading Screen could be showing quick guide slideshow to get start.

But if your app is being downloaded with competitive products the small the better getting people ready to use.

Get people familiar with functions maybe surprising them by some features

This process should

Collecting necessary

EVAâ&#x20AC;&#x2122;S TOUCHPOINTS

App store

Keywords

Core offerings

App store

Loading Screen.

User name

Web search via smartphone

Screenshots

Accessibility.

Network Operator

Quick Guide.

Password

Flyers

Introduction

Expectation

Size of App

Graphics

Rating User comments

Eva

EVAâ&#x20AC;&#x2122;S NOTE

People in outdoor situation they are pretty eager to get the service

In outdoor situation people might looking for Core offering of the service

Matched user's needs. Accessibility.

App store and network condition are out of our control. The size of App will determining the downloading time and cost of data

202

Email Terms & Conditions

Get people familiar with functions maybe surprising them by some features.

Using On-demand Service Period

Essential Settings

Require a car

Waiting the car arrival

Car arrival

Getting into the car

Setting destinatio

Essential settings

Require a car

Waiting the car arrival

Car arrival

Getting into the car

Setting destinatio

Payments methods.

Select a type of car.

Potentially information provideing.

Door

App

Refund Guarantee.

Pickup location.

Stop hotspot?

Seat

Screen

A reasonable waiting time no more than?

How to get the door open.

The seat rotate to face people or fixed?

When people are waiting provideing some necessary information? or real arriving time counting down?

Physical touch or through mobile device?

The destination m waiting time.

fasten seat belt

Confirm the Preset ďż˝pass by somewh personďż˝

Potentially information provideing.

Door

App

Stop hotspot?

Seat

Screen

Reliability

be quick go through.

Make people feel security.

y content.

Pickup location could be hotspot to avoid some issues. First time tend to be an on-demand user.

Payments methods.

Select a type of car.

Refund Guarantee.

Pickup location.

Reliability

Make people feel reliable

locking for launch the car

Seat belt

People are outerdoor so they may stick with they phones or just waiting your cars on street. give them a quick tutorial of using the car when it arrive. (for first time user)

fasten seat belt locking for launch the car count down 5s and then the car launch

203

Later stage using Post-Service Period

e car

Setting destination

On the way

Reached the destination

Payment

Make Reservation (second time use)

Subscription

Other potential usage

e car

Setting destination

On the way

Reached the destination

Payment

Make Reservation

Car arrival

On the way

Seat

Door

Schedule.

Goods delivery.

Calendar.

Tourism (mathed with flights)

App Screen

to face people or fixed?

The destination maybe set during the waiting time.

Paypal

Timed.

Screen

Credit card

Arrive in advance for a resenable time.

Window

Voucher

Device dock

Gift Card

What kind of service can we offering to people during the journey.

The way that get out the car.

Automatically charged

(Rotating seat fact to door?)

or need to Confirm.

Confirm the Preset Customise the route ďż˝pass by somewhere to pickup stuff or personďż˝

nch the car

App

Journey Plans.

Timed delivery matched to lifestyle needs.

Door

Timed delivery matched to lifestyle needs.

(depending on settings)

Paypal

Timed.

Screen

Credit card

Arrive in advance for a resenable time.

Display

Window

Voucher

Device dock

Gift Card

Timed.

Charging the phone

nch the car

Arrive in advance for a resenable time.

Flight info

Screen

and then the car launch

204

Seat

Door

Seat

Tourism information of destination

Arrive at Airport

Flight period

Arrive in another city

Car wating out side the airport

Get into the car

On the way

Reached the final Destination

Airline's job

Location info

Seat belt

Weather

Door

Any change or delay will inform our system to tell the car change of plan

Tell the people where the car is?

Fasten seat belt

People just arrived this city they might need some local information (ex. weather)

Announcement of checking belongings

locking for lunch the car

205

Bibliography

206

Steinbock, D. (2001). The Nokia revolution. New York: AMACOM. Lee, Jay et al. “Recent Advances And Trends In Predictive Manufacturing Systems In Big Data Environment”. Manufacturing Letters 1.1 (2013): 38-41. Web. 15 June 2016. WIRED, The and The Realizes. “The Internet Of Things Is Far Bigger Than Anyone Realizes”. WIRED. N.p., 2016. Web. 15 June 2016. Citation Reference: Marshall, C. and Rossman, G.B 1998, Designing Qualitative Research, Newbury Park, CA, Sage Publications, Inc. “National Geographic Channel’s Worlds Smart Cities: San Diego”. YouTube. N.p., 2016. Web. 15 June 2016. From Phone to Fashion, Nokia Style. (2016). Nytimes.com. Retrieved 3 November 2016, from http://www. nytimes.com/learning/students/ pop/09desi.html “Usabilitynet: User Observation And Field Studies”. Usabilitynet.org. N.p., 2016. Web. 15 June 2016.

Stickdorn, Marc and Jakob Schneider. THIS IS SERVICE DESIGN THINKING. Print. “Taxi Industry Inquiry | Taxi Services Commission”. Taxi.vic.gov.au. N.p., 2016. Web. 15 June 2016. “What Is Cloud Computing?”. Microsoft.com. N.p., 2016. Web. 15 June 2016. “Intelligent Transport Systems”. Infrastructure.gov.au. N.p., 2016. Web. 15 June 2016. “Virtual Reality”. Wikipedia. N.p., 2016. Web. 15 June 2016. “What Is Big Data And Why It Matters”. Sas.com. N.p., 2016. Web. 15 June 2016. “Cyber-Physical Systems Homepage”. Nist.gov. N.p., 2016. Web. 15 June 2016. Https://Www.Youtube.Com/ Watch?V=C4bwefh5ve8. 2016. DVD. Apple vs. Android: Buy the Ecosystem, Not the Gadget. (2016). MakeUseOf. Retrieved 2 November 2016, from http://www.makeuseof.com/tag/ apple-vs-android-buy-ecosystem-notgadget/ 207

IoT Automotive â&#x20AC;&#x201C; Self-driven Cars, InCar Infotainment and Everything about Connected Cars and Transportation. (2016). Iottechworld.com. Retrieved 2 November 2016, from http:// www.iottechworld.com/automotive Internet of Things Case Studies, Snapshots, and Blueprints. (2016). Intel. Retrieved 2 November 2016, from http://www.intel.com/content/ www/us/en/internet-of-things/solution-blueprints-and-case-studies.html Google Self-Driving Car Project. (2016). Google Self-Driving Car Project. Retrieved 13 November 2016, from https://www.google.com/selfdrivingcar/

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Images P24 File:PalmTX.jpg - Wikimedia Commons. (2016). Commons.wikimedia.org. Retrieved 2 November 2016, from https://commons. wikimedia.org/wiki/File:PalmTX.jpg Author:Stefano Palazzo File:Palm TX.JPG - Wikimedia Commons. (2016). Commons.wikimedia.org. Retrieved 3 November 2016, from https://commons. wikimedia.org/wiki/File:Palm_TX.JPG (2016). Fthmb.tqn.com. Retrieved 3 November 2016, from https://fthmb.tqn. com/WAlG-1Gduq831BwlL8UVhekvHKQ=/768x0/filters:no_upscale()/about/ GettyImages-181264085-57d47a5a3df78c58334b4800.jpg (2016). Img.actualidadiphone.com. Retrieved 3 November 2016, from http:// img.actualidadiphone.com/wp-content/uploads/2012/12/steve-jobs-multi-touch.jpg

maximobileshop.co.uk/wp-content/uploads/2015/08/14402061853218-enhanced-buzz-23130-1340990042-6.jpg P30 File:Palm TX.JPG - Wikimedia Commons. (2016). Commons.wikimedia.org. Retrieved 3 November 2016, from https://commons. wikimedia.org/wiki/File:Palm_TX.JPG (2016). Fthmb.tqn.com. Retrieved 3 November 2016, from https://fthmb.tqn. com/WAlG-1Gduq831BwlL8UVhekvHKQ=/768x0/filters:no_upscale()/about/ GettyImages-181264085-57d47a5a3df78c58334b4800.jpg (2016). Img.actualidadiphone.com. Retrieved 3 November 2016, from http:// img.actualidadiphone.com/wp-content/uploads/2012/12/steve-jobs-multi-touch.jpg P34

(2016). Mocosubmit.com. Retrieved 3 November 2016, from http://mocosubmit.com/wp-content/uploads/2012/04/ MG_7047s_RGB.jpg

(2016). Tech2.hu. Retrieved 3 November 2016, from http://tech2.hu/wp-content/ uploads/2015/01/slider-notifications.jpg

(2016). S1.ibtimes.com. Retrieved 3 November 2016, from http://s1.ibtimes.com/sites/www.ibtimes.com/ files/2013/08/06/appleipad.jpg

(2016). Apple5x1.com. Retrieved 3 November 2016, from https://apple5x1.com/ wp-content/uploads/2016/05/Taptic-Engine-en-acciรณn.jpg

P26

P36

(2016). Maximobileshop.co.uk. Retrieved 3 November 2016, from http://

Retrieved November 3, 2016, from http:// image2.sina.com.cn/IT/digi/2002-0614/1_2-1-14-327_20020614115351.jpg

209

Retrieved November 3, 2016, from http:// www.juventudrebelde.cu/file/img/fotografia/2010/09/8571-fotografia-g.jpg P40 File:Nokia N90 Camera flickr 178946625.jpg - Wikimedia Commons. (2016). Commons. wikimedia.org. Retrieved 3 November 2016, from https://commons.wikimedia.org/wiki/ File:Nokia_N90_Camera_flickr_178946625. jpg P42 File:Nokia n93-1.jpg - Wikimedia Commons. (2016). Commons.wikimedia.org. Retrieved 3 November 2016, from https://commons. wikimedia.org/wiki/File:Nokia_n93-1.jpg P46 (2016). Netdna.webdesignerdepot.com. Retrieved 3 November 2016, from http:// netdna.webdesignerdepot.com/uploads/cellphone_design/dkmb86g_487pr55s2hc_b.jpg

(2016). Images.gogogo.vn. Retrieved 3 November 2016, from https://images.gogogo. vn/products-thum bs/900/0/3/488-01-0011524001449710135/nokia-7610.jpg Retrieved November 3, 2016, from http:// tecno.americaeconomia.com/sites/tecno. americaeconomia.com/files/styles/photo_inline/public/nokia-3210-carcasas.jpg?itok=aaOvK5yF P50 (2016). 12volts.branch.id.au. Retrieved 3 November 2016, from http://12volts. branch.id.au/12volts/wp-content/uploads/2015/02/IMG_0337.jpg P54 Retrieved November 3, 2016, from http://4.bp.blogspot.com/-l_MdwaTyp0U/U6hrZF81ezI/AAAAAAACrBo/NFFnB2YneCc/s1600/2012+Tesla+Model+S+First+Drive+Photos+(24).jpg

(2016). Msnbcmedia.msn.com. Retrieved 3 November 2016, from http://msnbcmedia. msn.com/i/MSNBC/Components/Slideshows/_production/ss-130402-history-cellphones/ss-130402-history-of-cell-phones-05. jpg

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The image is the Google self-driving car belongs to Google Inc. https://www.google.com/selfdrivingcar/

Icons

All icons used throughout the publication are from “ The Noun Project “ used under a “Creative Commons License“ are free to: Share — copy and redistribute the material in any medium or format Adapt — remix, transform, and build upon the material for any purpose, even commercially. The licensor cannot revoke these freedoms as long as you follow the license terms. https://thenounproject.com

Created by Mark Wehrhahn from the Noun Project

Created by IconfactoryTeam from the Noun Project

Created by Syafiqa Fickle from the Noun Project

Created by Chang Kim from the Noun Project

Created by Rémy Médard from the Noun Project

Created by Thomas Helbig from the Noun Project

Created by Guilherme Appolinário from the Noun Project

Created by Viktor Vorobyev from the Noun Project

211

Glossary

212

Autonomous Car/Self Driving Car: A Robotic car running without human driving. Customer journey map: illustrates the steps your customers go through in engaging with your service. Story board: A graphic organizer in the form of illustrations or images displayed in sequence for the purpose of pre-visualizing a motion picture, animation, motion graphic or interactive media sequence. UX: User Experience UI: User Interface At first run: Run a software for the first time. Wireframes: For the purpose of arranging elements to best accomplish a particular purpose Placeholder image box: Draw a box to tell people there will be a image. Banner blindness / ad blindness / banner noise: Banner for placing ad. CTA: Call to action In web design, a CTA is a banner, button, or some type of graphic or text on a website meant to prompt a user to click it and continue down a conversion funnel. Iconography: The visual images and symbols used in a work of art or the study or interpretation of these Symbolism: The use of symbols to represent ideas or

213

qualities. Wizard: Setup assistant, guide user to finish settings. Static Screenshots: Human-driven: Driving by Human

214

215