SERVICE DESIGN

From design to experience in the

hospitality and tourism industry
Design and the Service Experience
School of Visual Arts, Interaction Design program
David Bellona
Kristin Breivik
Christopher Cannon
Tina Ye
December 16, 2011
ORIGINAL HYPOTHESIS
The post-trip space is under-served.
There is an opportunity to help people
make the sudden transition from
vacation back to daily life.
HOME
Discover
Plan
Journey to
Experience
Post-trip
Journey back
AWAY
RECAP: POST-TRIP SPACE
RECAP: PERSONA TYPES
Young parents
Hard worker
Suburban
Retiree College grad
Free-wheeling
Freelancer
PLANNING JOURNEY TO VACATION JOURNEY BACK ONE WEEK LATER ARRIVAL HOME
Freelancer
Retiree
Hard worker
College grad
Parents
RECAP: PSYCHOGRAPHICS
The hassles of traveling home detracts from the excitement
of planning, traveling, and being on vacation.
KEY OBSERVATION
KEY INSIGHT
Unpacking, putting things
away... it will take days, so
I just wont do it.
EXPANDED SERVICE CONCEPT
We can solve two
problems at once...
1: MAKE TRAVELING EASIER
2: UTILIZE STORED LOCAL GOODS
Luggage-free travel
+
Underutilized local goods
=

HOME
Discover
Plan
ourney to Jo Jo
Experience
Post-trip
Journey back
AWAY
BEYOND THE POST-TRIP SPACE
VACATIONERS
LOCAL LENDERS Underutilized local goods
Luggage-free travel
The
vacation
space
BEYOND THE VACATION SPACE
INTRODUCING...
SERVICE DESCRIPTION
STREAMLINE
Store smart. Travel light.
Streamline is a service that empowers
locals to rent their idle goods to tourists
who want to travel light.
Local Lenders
STREAMLINE
Storage & rental service
Travelers
CONCEPT MAP
TOUCHPOINTS
Streamline update
Your MacLaren Techno XLR
stroller was rented. Check your stats,
credits and more...
Streamline News
Your MacLaren Techno XLR stroller was just rented
November 25, 2011, 4:05:23 PM EDT
Cannon Christopher
Streamline News
11/25/11
135KB
View this email in a web browser
McLaren Techno XLR stroller
Rented for 6 days at $13/day
Hello Chris. We thought youd
like to know that your MacLaren
Techno XLR stroller was just
rented again for $79.
See details Refer a friend
Fill out form, gather your best
items and upload photos &
descriptions. Request a
Streamline shipping box to be
sent to you.
Watch stats on your items
being rented and track how
much money youre making.
Request items to be send
back to you at anytime.
Were only as good as our
community. Share your
experiences with your friends
and family.
Got more stuff to rent? Check your account Tell your friends
Company info | Careers | Press | Help center | Contact us 1-888-STRMLNE
Store smart.
Travel light.
Get your life Streamlined today
Website
Thank you card
Email
Warehouse Inventory tags Delivery trucks
Online ads Packages Text notications
Store smart.
Travel light.
Get your life Streamlined today
StreamIine update
Your MacLaren Techno XLR
stroller was rented. Check your stats,
credits and more...
StreamIine News
Your Trek 7200 Hybrid bicycle was just rented
November 25, 2011, 4:05:23 PM EDT
Cannon Helen
Streamline News
11/25/11
135KB
View this email in a web browser
Trek 7200 Hybrid bicycIe
Rented for 10 days at $20/day
Hello Helen.
We thought youd like to know
that your Trek 7200 bicycle was
just rented again for $200.
See details Refer a friend
Fill out form, gather your best
items and upload photos &
descriptions. Request a
Streamline shipping box to be
sent to you.
Watch stats on your items
being rented and track how
much money you're making.
Request items to be send
back to you at anytime.
We're only as good as our
community. Share your
experiences with your friends
and family.
Got more stuff to rent? Check your account Tell your friends
Company info | Careers | Press | HeIp center | Contact us 1-888-STRMLNE
LENDER
STREAMLINE
BACKSTAGE
STREAMLINE
FRONTSTAGE
BORROWER
STREAMLINE
FRONTSTAGE
LENDER
BORROWER
Receives lended
item(s)
Wants item(s)
back, makes
request on SL
website, sched-
ules delivery
SL receives
request and
noties storage
facility
SL returns
item(s) to Lender
and updates
website
SL sends email to
followup QA of
object experience
Rates experience
and quality of
item(s)
Email - Please Rate
SL
Delivery Truck
FedEx
Photographer
takes photo, QA
manager checks
quality, updates
website
SL receives order
and processes it
SL employee gets
item(s) at storage
facility andreadies
for shipping to
Borrower
Import or
manually input
travel info (for
available objects
at destination)
Select desired
items to rent and
puts in order
Discovers SL
through travel
booking sites
Travel Booking Site
Expedia
SLWebsiteEnter Info
Borrow!
Vacation
Details
SL Borrow!
SL Website Select
SL
Checks SL
account to see
earnings balance
Hotel receives SL
box and concierge
sends it to
Borrowers room,
unpacked
SL credits
Lenders account
with payment for
borrowed object
SL employee
audits item(s)
when it arrives,
checks for
damage, etc.
SL sends
notication on
order status
Hotel house-
keeping collects
tagged item(s)
for shipping back
to storage facility
Travels to
destination,
check phone for
object status
Arrives at
destination, uses
item(s) ordered
Leaves item(s) in
hotel when
leaving destina-
tion, tags each
item
Heads back
home luggage-
free
Your items have
arrived at the hotel
OK
Mobile Notication Object
Object
SL
Object
Object
SL
Desire to make
money off idle
objects through
SL
Fills out form
about item(s)
and pays small
listing fee
Receives SL box,
puts item(s) in
box for shipping
Schedule pickup
via website or
phone
Gives packed box
to delivery truck
Discover SL at
storage facility
website
Partner storage
facility ships
boxes
SL contacts
partners storage
facility to
dispatch pickup
SL employee
receives item(s)
at storage facility
SL processes
form and noties
partner storage
facility
Lend!
SL Website Lend
SL Lend!
SL Website Form
SL
Storage Website
SL
SL Boxes Mobile Interface Delivery Truck
FedEx
Thanks
SL Return Form
SL SL
Earnings Statement
SERVICE BLUEPRINT
LENDER
STREAMLINE
BACKSTAGE
STREAMLINE
FRONTSTAGE
BORROWER
STREAMLINE
FRONTSTAGE
LENDER
BORROWER
Receives lended
item(s)
Wants item(s)
back, makes
request on SL
website, sched-
ules delivery
SL receives
request and
noties storage
facility
SL returns
item(s) to Lender
and updates
website
SL sends email to
followup QA of
object experience
Rates experience
and quality of
item(s)
Email - Please Rate
SL
Delivery Truck
FedEx
Photographer
takes photo, QA
manager checks
quality, updates
website
SL receives order
and processes it
SL employee gets
item(s) at storage
facility andreadies
for shipping to
Borrower
Import or
manually input
travel info (for
available objects
at destination)
Select desired
items to rent and
puts in order
Discovers SL
through travel
booking sites
Travel Booking Site
Expedia
SLWebsiteEnter Info
Borrow!
Vacation
Details
SL Borrow!
SL Website Select
SL
Checks SL
account to see
earnings balance
Hotel receives SL
box and concierge
sends it to
Borrowers room,
unpacked
SL credits
Lenders account
with payment for
borrowed object
SL employee
audits item(s)
when it arrives,
checks for
damage, etc.
SL sends
notication on
order status
Hotel house-
keeping collects
tagged item(s)
for shipping back
to storage facility
Travels to
destination,
check phone for
object status
Arrives at
destination, uses
item(s) ordered
Leaves item(s) in
hotel when
leaving destina-
tion, tags each
item
Heads back
home luggage-
free
Your items have
arrived at the hotel
OK
Mobile Notication Object e
Object
SL
Object
Object
SL
Desire to make
money off idle
objects through
SL
Fills out form
about item(s)
and pays small
listing fee
Receives SL box,
puts item(s) in
box for shipping
Schedule pickup
via website or
phone
Gives packed box
to delivery truck
Discover SL at
storage facility
website
Partner storage
facility ships
boxes
SL contacts
partners storage
facility to
dispatch pickup
SL employee
receives item(s)
at storage facility
SL processes
form and noties
partner storage
facility
Lend!
SL Website Lend
SL Lend!
SL Website Form
SL
Storage Website
SL
SL Boxes Mobile Interface Delivery Truck
FedEx
Thanks
SL Return Form
SL SL
Earnings Statement
SERVICE BLUEPRINT
LENDER
STREAMLINE
BACKSTAGE
STREAMLINE
FRONTSTAGE
BORROWER
STREAMLINE
FRONTSTAGE
LENDER
BORROWER
Receives lended
item(s)
Wants item(s)
back, makes
request on SL
website, sched-
ules delivery
SL receives
request and
noties storage
facility
SL returns
item(s) to Lender
and updates
website
SL sends email to
followup QA of
object experience
Rates experience
and quality of
item(s)
Email - Please Rate
SL
Delivery Truck
FedEx
Photographer
takes photo, QA
manager checks
quality, updates
website
SL receives order
and processes it
SL employee gets
item(s) at storage
facility andreadies
for shipping to
Borrower
Import or
manually input
travel info (for
available objects
at destination)
Select desired
items to rent and
puts in order
Discovers SL
through travel
booking sites
Travel Booking Site
Expedia
SLWebsiteEnter Info
Borrow!
Vacation
Details
SL Borrow!
SL Website Select
SL
Checks SL
account to see
earnings balance
Hotel receives SL
box and concierge
sends it to
Borrowers room,
unpacked
SL credits
Lenders account
with payment for
borrowed object
SL employee
audits item(s)
when it arrives,
checks for
damage, etc.
SL sends
notication on
order status
Hotel house-
keeping collects
tagged item(s)
for shipping back
to storage facility
Travels to
destination,
check phone for
object status
Arrives at
destination, uses
item(s) ordered
Leaves item(s) in
hotel when
leaving destina-
tion, tags each
item
Heads back
home luggage-
free
Your items have
arrived at the hotel
OK
Mobile Notication Object e
Object
SL
Object
Object
SL
Fills out form
about item(s)
and pays small
listing fee
Schedule pickup
via website or
phone
Discover SL at
storage facility
website
Partner storage
facility ships
boxes
SL contacts
partners storage
facility to
dispatch pickup
SL processes
form and noties
partner storage
facility
Lend!
SL Website Lend
SL Lend!
SL Website Form
SL
Storage Website
SL
SL Boxes Mobile Interface
Thanks
SL Return Form
SL SL
Earnings Statement
Desire to make
money off idle
objects through
SL
Receives SL box,
puts item(s) in
box for shipping
Gives packed box
to delivery truck
Delivery Truck
FedEx
SL employee
receives item(s)
at storage facility
SERVICE BLUEPRINT
LENDER
STREAMLINE
BACKSTAGE
STREAMLINE
FRONTSTAGE
BORROWER
STREAMLINE
FRONTSTAGE
LENDER
BORROWER
Receives lended
item(s)
Wants item(s)
back, makes
request on SL
website, sched-
ules delivery
SL receives
request and
noties storage
facility
SL returns
item(s) to Lender
and updates
website
SL sends email to
followup QA of
object experience
Rates experience
and quality of
item(s)
Email - Please Rate
SL
Delivery Truck
FedEx
SL receives order
and processes it
Import or
manually input
travel info (for
available objects
at destination)
Select desired
items to rent and
puts in order
Discovers SL
through travel
booking sites
Travel Booking Site
Expedia
SLWebsiteEnter Info
Borrow!
Vacation
Details
SL Borrow!
SL Website Select
SL
Checks SL
account to see
earnings balance
Hotel receives SL
box and concierge
sends it to
Borrowers room,
unpacked
SL credits
Lenders account
with payment for
borrowed object
SL employee
audits item(s)
when it arrives,
checks for
damage, etc.
SL sends
notication on
order status
Hotel house-
keeping collects
tagged item(s)
for shipping back
to storage facility
Travels to
destination,
check phone for
object status
Arrives at
destination, uses
item(s) ordered
Leaves item(s) in
hotel when
leaving destina-
tion, tags each
item
Heads back
home luggage-
free
Your items have
arrived at the hotel
OK
Mobile Notication Object
Object
SL
Object
Object
SL
Fills out form
about item(s)
and pays small
listing fee
Schedule pickup
via website or
phone
Discover SL at
storage facility
website
Partner storage
facility ships
boxes
SL contacts
partners storage
facility to
dispatch pickup
SL processes
form and noties
partner storage
facility
Lend!
SL Website Lend
SL Lend!
SL Website Form
SL
Storage Website
SL
SL Boxes Mobile Interface
Thanks
SL Return Form
SL SL
Earnings Statement
Desire to make
money off idle
objects through
SL
Receives SL box,
puts item(s) in
box for shipping
Gives packed box
to delivery truck
Delivery Truck
FedEx
SL employee
receives item(s)
at storage facility
SL employee gets
item(s) at storage
facility andreadies
for shipping to
Borrower
Photographer
takes photo, QA
manager checks
quality, updates
website
SERVICE BLUEPRINT
LENDER
STREAMLINE
BACKSTAGE
STREAMLINE
FRONTSTAGE
BORROWER
STREAMLINE
FRONTSTAGE
LENDER
BORROWER
Receives lended
item(s)
Wants item(s)
back, makes
request on SL
website, sched-
ules delivery
SL receives
request and
noties storage
facility
SL returns
item(s) to Lender
and updates
website
SL sends email to
followup QA of
object experience
Rates experience
and quality of
item(s)
Email - Please Rate
SL
Delivery Truck
FedEx
SL receives order
and processes it
Import or
manually input
travel info (for
available objects
at destination)
Select desired
items to rent and
puts in order
Discovers SL
through travel
booking sites
Travel Booking Site
Expedia
SLWebsiteEnter Info
Borrow!
Vacation
Details
SL Borrow!
SL Website Select
SL
Checks SL
account to see
earnings balance
SL credits
Lenders account
with payment for
borrowed object
SL sends
notication on
order status
Travels to
destination,
check phone for
object status
Heads back
home luggage-
free
Your items have
arrived at the hotel
OK
Mobile Notication
Fills out form
about item(s)
and pays small
listing fee
Schedule pickup
via website or
phone
Discover SL at
storage facility
website
Partner storage
facility ships
boxes
SL contacts
partners storage
facility to
dispatch pickup
SL processes
form and noties
partner storage
facility
Lend!
SL Website Lend
SL Lend!
SL Website Form
SL
Storage Website
SL
SL Boxes Mobile Interface
Thanks
SL Return Form
SL SL
Earnings Statement
SL employee
audits item(s)
when it arrives,
checks for
damage, etc.
Hotel house-
keeping collects
tagged item(s)
for shipping back
to storage faci
Hotel receives SL
box and concierge
sends it to
Borrowers room,
unpacked
Object
Object
SL
Object e
Object
SL
Arrives at
destination, uses
item(s) ordered
Leaves item(s) in
hotel when
leaving destina-
tion, tags each
item
Desire to make
money off idle
objects through
SL
Receives SL box,
puts item(s) in
box for shipping
Gives packed box
to delivery truck
Delivery Truck
FedEx
SL employee
receives item(s)
at storage facility
SL employee gets
item(s) at storage
facility andreadies
for shipping to
Borrower
Photographer
takes photo, QA
manager checks
quality, updates
website
SERVICE BLUEPRINT
RELEASE ROADMAP
PHASE 2 PHASE 1 PHASE 3
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1.
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1.
+.
s.
e.
1.
s.
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1c.
11.
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SL
SL
SL
CONCEPT MAP
Store Smart. Travel Light.
THANK YOU
(MINT ON PILLOW)