PAC T A n a l y s i s

Te a m 0 1
Pe r r i n e b r o u i l l e t
Julia burcar
Amy chiu
People

Phyiscal

Psychological

Usage
People - Physical

Age 23-50

Type Tourists, business travellers, families (+concierge)

Income Mid to high class

Ethnicity All nationalities welcome

People - Psychological

Characteristics limited knowledge of surroundings

uncomfortable with phone conversations

possible language barrier

includes deaf and mute individuals

busy schedules
People - Usage

Tech savvy level novice to expert

Difficulty level simple

Por tability in room tablets (stationar y)

mobile/tablet app (nomadic)

Activities

Frequency

Cooperation, Complexity

Safety/Error s

Nature of Content
Activities - Frequency

Availability 24/7

Night requests are answered the next morning

Amount Unlimited
Activities - Cooperation, complexity

Single / Multi User single person, single input

single concierge, multi output

back and forth communication

Complexity input a question/request

output answer/recommendation
Activities - Safety/Error s

Privacy features Anti-spam

Annoymous requests

Log-in w/ room # and DOB (DD/MM/YY)

Activities - Nature of Content

Requests Restaurants

Actvities/Attractions

Entertainment

Nightlife

Other
Contexts

Enviromental

Social

Organizational
Contexts - Environmental

Settings Hotel room

Lobby

On the go (mobile app)

Contexts - Social

Privacy level Requests are private between user

and the concierge

Contexts - Organizational

Hierarchy Managers (Can override the actions of the concierge)

Concierge (Deals with the user / back-end usage)

Users (Front-end use only)

Technology

Input

Output

Communication
Technology - Input

Actions Touch-screen

Typing (input messages)

Selections (tapping, swiping)

Technology - Output

Actions Same actions as input

Notifications / Alerts

Sounds, vibrations

Calls / SMS
Technology - Communication

Steps Select Categor y

Select Options / Filters

Finalize request

Concierge receives request

Concierge follows up on the requests

Concierge sends answer via user’s preferred contact info.

User receives it