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A service design masters thesis by John Welch. Tool & Task provides residents of apartment buildings with access to the resources they need to live well (tool), while also enabling them to support each other in the use of these resources (task).
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Within ReachMid-Revision
The Tool & Task Sharing Service
Master in Service and Experience Design 2011-2012In Conjuntion With: ExperientiaAcademic Support: Elena Pacenti, Nicole NeubergerMentor: Jan-Christoph Zoels Author: John Welch
What if you could borrow a like you borrow a ?
Would you borrow a like you borrow a ?
What if sharing was more pleasure and less sacrifice?
More like less like ...
Would you want to share?
www.jbasil.com/withinreach | Page 7
Topics1.
2.3.4.
Why? The Framework
When, Where, & Who? The Context
What? The Concept
How? The System
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Framework
“There are currently no technological quick fixes for global warming. Our only hope is to change our behavior in ways that significantly slow the rate of global warming...
Climatologist Lonnie G. Thompson
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Framework: The Largest Environmental Concerns
Credit: Azote Images/Stockholm Resilience Centre
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Behavior Change Requires More Than Appeals to Reason
Doug McKenzie-Mohr
} Identify barriers to behaviors.
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In Order to Create Lasting Behavior Change
Philip K. Lehman and E. Scott Geller
} Focus on environments and organizations.
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More Than Informing... Enabling
E. Scott Geller
} Involve people to enable them.
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Framework: Consumer Research on Sustainable Buying
Source: Procter & Gamble
To have an impact, we must appeal to the mainstream
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Framework: Summary
• change people’s environments• solve people’s everyday problems• enable people, don’t just inform them• appeal to the mainstream
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ContextWhen, Where, & Who?
TodayThis project has been completed in conjunction with Experientia, who are envisioning services for a low-carbon urban development.
A New Condominium in Torino
• 104 residential units, mostly above 602 m
• 300-400 people • retail and service environments• forest garden courtyard, application
of permaculture principles
corso Novara, Torino
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Context: Who Is the Developer?
DE-GA
• known as forward-thinking• has completed a similar, low-carbon
building in Torino as well• Experientia has interviewed residents
of this previous development
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Context: Who Are The Residents?
Higher-Income Couples and Families
• 104 units: 3% studios for singles, the rest are between 90-1002 meter, smaller are 602 meter
• 25 high-end units which are largest in the building: 3000-4000 Euro per sq meter
• targeting people who are moving in out of town
• developer attracts people who will try something new
• main target is middle class and higher
?
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Context: Interviews by Experientia
Main drivers for community initiatives were shared domestic needs child-related needs Lack of dedicated spaces for community actions and services
It would be helpful if [the doorman] was a reference for solving problems in the home.
DE-GA Condominium Resident
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Context: Opportunities Identified by Experientia
Easier communication system to facilitate dialogue
and collaborationServices
to share with other condos
Common recreation and work areas
Services for mobility
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A low-to-no carbon emissions block in Helsinki
Low2No carbon living — Sitra/SRV
A foundation forsocial housing in ItalyPresentation
Context: Sustainable Communities
Benchmark ExamplesLow2No, Federicia, Social Housing Foundation, Creative Communities, EMUDE, Collaborative Consumption, The Share
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Context: Design Objectives
Provide a “meet in the middle” service, neither wholly catered nor self-organized. 1.
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Context: Design Objectives
Address shared needs and services to solve open-ended domestic problems.2.
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Context: Design Objectives
Don’t reinvent the wheel, make it amazing.3. Solutions exist, many people aren’t interested in them.
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Ideas
Services for getting things done.
Services for making life pleasant.
Services for finding out more.
do it enjoy it learn it
Tool sharing
Second-Hand Market
CSA drop point, ordering
Community Courier
Nano-credit
Time bank
Keep Changing
Harvest Festival
NovaraBook
H&M Forever
Farm Workouts/Adopt-a-Farm
Everything Corso Novara
Welcome Aboard
Worm Farm
Forest Garden Museum
Maker Lab/Fix It Center
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learn it
Direction: Which Idea?
Environmental Impact Specific Resident Needs?
do it
enjoy it
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Nearly 50% of households own a power drill, most drills are only used for 12 minutes... in their entire lifetime.Rachel Botsman
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Problems & Opportunities: Resource Sharing
Users must travel to share goods
User identities are digitally mediated
Users are focused on obtaining objects
Users solve one-time problems
Provide sharing at convenient scale
Use in-person meetings to build trust
Build community, work together, relate
Learn skills to thrive, prevent problems
PROBLEMS OPPORTUNITIES
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The Concept
A goods sharing shop located in a condominium, with support for residents to share tasks.
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The Concept: Tool & Task
Logo
Promise
Easy access to the goods and the help you need... in your own building.
Tool Task
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Tool & Task: Offering Map
Borrow and Lend Goods• goods library• small workspaces• instructional cards• social spaces
Give and Get Help with Tasks• tasks board • skills profiles• photo sharing
TaskTool
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ScenariosPlease visit www.jbasil.com/withinreach to watch the video scenarios.
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Feature Snapshot: Goods Library
Construction Toolshammerleveldrillladderscrewdriverstape measure
Outdoors/Sportsbackpackstentsmapsguides/bookssoccer balls/goals
Kids/Familyhigh chairsplay pens
Electronics/Officebattery chargersdigital camera/video cameraprinter/copier/fax/scannerpackaging and mail tools
Housewarechairstables w/tableclothsdinnerware
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Tool Feature Snapshot: Small Workspaces
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Feature Snapshots: Cards
how to
USE A DRILLSAFELY
Always always, always check for any electricity cables running through the wall before you start drilling.
Never wear loose clothing or dangling jewelry which could catch in the drill as you lean over it.
The drill bit will become hot with use so keep your hands off of it.
Make sure you use the correct drill bit for the type of wall you are drilling into.
More at www.portanuova.it/howto
1
2
3
4
Thank You! Marilena Pomodori
Task
I Need Help with sewing some curtains for our boy’s room, his i Puffi curtains are too big for the window!
On This Date almost any time during the next two weeks would be great!
My Info
apt no. #56phone 338 387 5933email
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Concept Details: The Shop
Social Spaces
Shopkeeper
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Forest Garden
15 m
10 m
PersonScale: 1 cm = 1 m
Additional Storage for Maintenance, Overstock
Tasks/Skills
PhotoSharing
Concept Details: Shop Layout
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Concept Details: The Shop
Kiosk RFID Key Fob Lockers
Self-checkout allows 24-hour access, decreases residual costs of staffing
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System Details
Regular UseInitial UseDiscovery
Lend ToolAid Task
Borrow ToolPost Task
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The System: Discovery Flow
Introduce Tool & Task service as an amenity
Produce advertisements
Hire salesperson
Produce Welcome Packet
Provide move dates
Produce invitations
Hire shopkeeper, provide training
Meet with salesperson
Visit site, website, view brochure
Meet with salesperson
Pay, sign contract, plan move
Move belongings into new space
Explore new building
Provide Welcome Packet with condo details and Tool & Task information
Invite new residents to Tool & Task picnic event
System
Touchpoints
Discovery
Resident
Move InPurchase HomeDiscover Condominium
Invitation
Organization
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The System: Initial Use Flow
Aid resident in registration
Answer questions about service
Produce guide, key fob, kiosk
Ready shop
Purchase initial tool inventory
Produce instructional poster
Inventory management system
Criteria for need
Meet with shopkeeper
Receive key fob, How To guide, aid
Optionally meet with shopkeeper
View instructional poster if needed
Bring good to Shopkeeper
Aid resident in first-time use
Have high-demand tools ready
Assess need and condition of good
Enter good into inventory system System
Touchpoints
Initial Use
Resident
Contribute First GoodUse for First TimeRegister for Service
Organization
1.2.3.
How To
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Inventory management system
Use lockers, kiosk and key fob
View instructional poster if needed
Record return
Record condition of item
Return Good
The System: Regular Use Flow
Display goods
Indicate if unavailable for reserve/checkout
Reservation System
Website, Smartphone App
Provide lockers, checkout system
Produce instructional poster
Produce instruction card
View goods
Optionally reserve goods for future use
Use lockers, kiosk, and key fob
View instructional poster if needed
Bring to use location
Optionally use instruction card
Record checkout of good
Provide email/print confirmation
Provide instruction card
System
Touchpoints
Borrow Tool
Resident
Use Good Check Out GoodChoose Good
Organization
1.2.3.
1.2.3.How
To
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Inventory management system
Bring good to Shopkeeper
Remove good from inventory system
Remove Good
The System: Regular Use Flow
Assess need and condition of good
Inventory management system
Criteria for need
Notifcation system Criteria for pauses
Bring good to shopkeeper
Wait while shopkeeper checks in good
Indicate length of pause
Check out good
Record check in of good
Provide email/print confirmation
Change status of good to reserved
Communicate limitations on pauseSystem
Touchpoints
Lend Tool
Resident
Pause LendingCheck In GoodOffer Good
Organization
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Optionally aid in performance of task, depending on details
Aid in Task?
The System: Regular Use Flow
Record task
Provide entry points for recording task: website, app, kiosk
Notifcation system
Provide a description of the task and contact information
Check touchpoints
Receive notification through preferred touchpoint
Meet resident to determine details of task, or possible compensation
Send notification of interest in task
System
Touchpoints
Post Task
Resident
Agree on TaskAwait ResponsePost Task
Organization
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Optionally teach skills needed for task, depending on details
Teach Task
The System: Regular Use Flow
Display tasks
Provide display points for tasks: website, app, task board, kiosk
Notifcation system
Check task description and contact information
Use asker’s preferred contact information
Meet resident to determine details of task, or possible compensation
Provide contact information
System
Touchpoints
Aid in Task
Resident
Agree on TaskContact AskerBrowse Tasks
Organization
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The System: Channels & Touchpoints
ShopKioskShopkeeperSignageLockersRFID Key FobTask BoardInstruction CardSkills SheetDesktop
WebsiteEmail
MobileSmartphone App
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The System: Mobile Channel
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The System: Shop Channel
In-Shop KioskAllows all functions, and additionally:• the checkout of tools• printing of task, skills,
and instruction slips
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The System: Business Model
DeveloperService IntroductionStaffing First MonthsInitial Tool Inventory
ResidentsContribute ToolsShare TasksRequest AdditionsDonate GoodsPost Skill Profiles
Management CompanyCleaningInventory ManagementPrinting of Task Slips, etc.
Tool Task
Residual Condominium Fees
Initial Purchase Price
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Shares Tasks Requests Additions
Provides FeedbackPosts Skill Profiles
Pays for Service
Resident
Invites Residents
Guides Use
Answers Questions
Puts Signboard in Front of Shop
Checks Status of Goods
Keeps Shop in Order
Enters Goods into Reservation System
Shopkeeper
Introduces Service
Condo Sales
Cleans Shop
Shop Setup
Maintenance Person
Borrow & Lend Goods
Get Paid
Borrow & Lend Goods
Get Paid
Get Paid
Borrow & Lend Goods
Get Help with Tasks
The System: People & Tasks
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Tool & Task: Value Proposition
Experience Benefits
• access to tools that solve daily needs, without having to buy them or store them
• live with less stuff in your space, especially apartment space
• make living in smaller spaces more palatable, by decreasing use of living space for storage
Developer Benefits
• a new model of amenity services that differentiates their offer to potential buyers
Sustainability Benefits
• live with less stuff in full use of underutilized resources
• cultural changes: stepping stone to people feeling comfortable living with less, build reliance on each other to help solve problems
www.jbasil.com/withinreach | Page 51
Next StepsProject Development
Community Model
• What are the “rules” of the service, and how can the “rules” turn into experience opportunities?
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Future PlansPossible directions for further development
For DE-GA
• this service becomes a model for other “condominium scale” services
• a package of services is developed, services most relevant to the building context are selected for implementation
• network of services provided by this developer, if buildings are nearby, utilizing the infrastructure of the buildings to provide services at a scale not possible with one building (e.g. a platform)
For this service
• expansion of sharing into mobility
Would you borrow a like you borrow a ?