Service Design-Buzz-Waking you up

SERVICE DESIGN

Assignment 2: Designing service in and around NID

Mentor: Shashank Mehta Team: Akhil Sain Devanshu Dugar Samira Jain

PGDPD IIIrd Semester SDM | NID

addictions

Peer influence

Hectic Schedules

Entertainment

Individuality

Relationship

Morning Blues

Fast food

Peeping into

Student ‘s Life

Source:imagesbazaar.com

The Morning

Blues !

Still Sleeping 1

Getting up late 2

Mad Rush 3

Late to Class 5

Miss Breakfast 4

•Disturbance from Pigeons

9.45 a.m.

8.30a.m.

9.15a.m.

9.30a.m.

9.40a.m.

•Repeatedly snoozing

•Cleaner

•Phone Calls / Messages

•Room mate’s activities

•Reluctance to get up

•Hurried morning duties

•Forgetting things

•Unkempt room / things

•Anxiety, Impatience , Frustration

•Every minute counts

•Leave important stuff

•Dirty looks from class

•Bad reputation

•Loose interest

•Disconnected & disoriented

•Lack of energy

•Feel sleepy

•Constantly look at the watch

•Lack of concentration

•Hunger •pangs

•Health •problems

•Miss out on • nutrition


Sleep Spoilers- the old

way to get up

Source:imagesbazaar.co , http://spywarepreventionguy.com m

Working till late For the submission, last night I thought to take a quick nap And reach class on-time I fixed my alarm to sharp 9 But repeatedly hit the snooze button Without thinking twice And finally, I kept the clock aside. I had told my friend to wake me up And he too forgot in no time.. It was already 10 Before I could realize…

Is there anyone on whom I Can RELY?

Scenarios


I am a night owl And don’t get sleep at night Friends, party and drinks Make my Sunday night. Monday mornings are heavy And I miss my breakfast most of the times! It would have been awesome If someone could…

make my mornings light?

Scenarios


I was too stressed And had a quarrel last night I couldn’t sleep well With problems at the corner of my mind. For me mornings are a beginning And way to settle issues and fights. But trapped in the past I just cant move with time!

Can someone make my mornings bright?

Scenarios


Enough for me to handle I tend to forget most of the times. I tried using technology But it takes hell lot of time Impersonal means lack fun And I feel handling alone With no-one beside..

Can someone Plan my day right?

Scenarios


Buzz..Buzz..Buzz Time to change the wake up experience….

Introducing Buzz

Buzz is a wake up service designed for students staying in the campus.

Its host of services aim at making mornings pleasant and help students in making a great start.

Schedule your Buzz wake up service

Wake up with a

difference

Time for breakfast, workout.

Be on time

High productivity, low Stress

Finish early, Start Early

What’s the Buzz about?

Features of Buzz Services: Humanized alarms and

pleasant wake ups Reliable and on-time wake

ups Personalized Wake Ups –

chose from wide choice of voices and Buzz Services

Simple, fast and easy to Subscribe

Daily, weekly and monthly subscription.

Boost productivity, stay health and stress free

Buzz Services

Service: Jago Re Calls,

a friendly wake up call

Service Code: S1

Description: Schedule your wake up call and select from wake up options.

Choose from a wide range of male & female voices to wake you u

Snooze Call after every 5 minutes

Record your personalized message

Wake up from your favorite Music

Daily / Weekly Subscription.

Service Charges: Rs. 2 per day

Timing: 6 a.m. onwards

To Subscribe:

Step 1:

Text us <Name>_<Room No.>_<Time>_<Service No.> at 98987 06960

OR

Call us at 98987 06960

Step 2: Enjoy the service.

Step 3: Make Payment..


Buzz Services

Service: Freshly Brewed,

Start fresh with choice of beverage.

Service Code: S2

Description: Schedule your wake up and start fresh with choice of beverages delivered at your room.

Tea (Rs. 7) ,

Coffee (Rs.10) and

Hot Honey Lemon (Rs.10)

Service Charges: As applicable

Timing: 8.30 am-9.00 a.m.

To Subscribe:

Step 1:


OR

Call us at 98987 06960



Source:http://abcnews.go.com

Buzz Services

Service: Gift a morning: Pamper your loved ones your way!

Service Code: S3

Description: Gift your loved ones a beverage along with your personalised message (packed and sealed by you) and delivered by us at their doorstep. Choose from:

Tea

Coffee

Hot Honey Lemon

Service Charges: Rs. 15 per message

Service Timing: 8.30 am-9.15 a.m.

To Subscribe:

Step 1:


OR

Call us at 98987 06960



Source:http://abcnews.go.com

Buzz Work Process

Previous Night 10.30 pm Order Collection & Assessment

Data Entry

Identifying person & room No.

Identifying purchase orders- quantity

Work Allocation: Boys / Girls hostel

Planning and Strategising for the coming week

11.00 pm Order Placement with Partner Supplier over phone

Buzz Work Process

Morning

7.30 – 8.15 a.m. 7.30 a.m.: Team Wakes up

8.00-8.15 a.m.: Collection of beverages from Partner Supplier

Walking to mess Partner Supplier providing beverages Tasting before Collection

Buzz Work Process

Morning

8.20 – 9.00 a.m. 8.20 a.m.: Delivering & Collecting beverages from Girls Hosel

8.30-9.00 a.m.: Wake up Service to Subscribers.

Walking back to hostel Delivering & Collection at Girl’s Hostel Wake up Service

Buzz Work Process

Evening

10.00 pm Collection of payment and orders from students at Mess

Payment to Vendor

Updating Data

1. Why to Communicate? Create Awareness Reach Target Brand Building Promote Service Bring Clarity 2. What to communicate? Started by understanding what really makes a “good morning” for Students Most common answers were like: Motherly warmth, pampered, hot beverages, music, newspaper, That 5 minutes of extra sleep, a pigeon free morning! Clearly communicate about: The Message The Brand BUZZ The Service Offerings The Contact Details

3. When to communicate? New Service launch Promotions Redefining service Response to Feedbacks 4. How to Communicate? Channels: Posters, Newsletter, Emails, SMS , Direct face to face, Pamphlets Criteria for choosing the channels Simple, Fast, Economical, Stronger control over distribution, Faster feedback. Strong recall

Strategy- Communications


Logo: Buzz Tagline: Waking you up

WAKING YOU UP WAKING YOU UP


Poster 1


Poster 2


Poster 3


Poster4


Poster 5

Strategy- Place

Criteria for choice of Strategic Location

Places where people spend more time

Relax

Hangout

High Footfalls

Faster Reach\ 1. Academic Block

Strategy- Place

2. Mess Wall 3. Hostel Room 4. Reception

4

2. Mess

3. Hostel Rooms

4. Reception

Strategy- Promotion

Create the BUZ Z! Date: 21/9/12, Friday

Waking up students in the campus in between 9.00 to 9.30 am and offering free bed tea.

80 of 196 students in campus

Were Woken up.

66 students

Accepted tea

Strategy- Promotion

Gift a Morning Date: 23/9/12, Sunday

Need to change Buzz image from just morning beverage providers. Increases subscribers and revenue through value added services Create the BUZZ for the new service.

Strategy- Promotion


All from waste Use of all waste materials from the campus.

Strategy- Promotion

65 subscribers.

On the day of Launch itself!


Business Model

Students

Professionals

Staff and Faculty members staying in the campus

Customer Segment

Value Proposition

Channels

Direct Mailers Word of mouth Posters at Strategic

Location Pamphlets SMS

Humanized alarms and pleasant wake ups

Reliable and on-time wake ups

Personalized Wake Ups – chose from wide choice of voices and Buzz Services

Simple, fast and easy to Subscribe

Daily, weekly and monthly subscription.

Affordable Subscription plans

Business Model

Studio Space

Motor Bike

Mobile phone Connection

Flask and Utensils

Stationery

Laptop

Internet connection

Buzz Team Skill set

Student Customer Database

Planning and Strategy Building

Communications, Marketing and Promotions

Receiving Orders

Record Keeping

Data Entry

Payment collection and disbursement

Order Placement & Collection

Quality checks

Distribution

Feedback Assessment

Key Resources

Key Activities

Key Partnerships

Madan Bhai and his team (Supplier- Ready Beverages)

Kavya Stores, infocity (Supplier- Raw Material)

V S Stationaries (Supplier- Stationery and Promotional material)

NID,Gandhinagar Students (Support)

Business Model

Easy Accessability

Responsiveness to Feedback

After Sale Services

Mainintaing record of customer preference

Value addition services

Ensure quality

Service Charges from Buzz Service deliveries

Stationery

Materials ( Honey, Lemon, Cups etc.)

Beverages

Travelling

Communication

Marketing & Promotion

Customer Relationship

Revenue Streams

Cost Structure

Scalability

Users Institution (large and

small) in an area having similar student needs

Service Providers Varied Service Providers

catering to the given area satisfying student needs.

Facilitator

> >

> >

Information Needs + feedback

>

Service Charge

>

Delivery of Services

Interface: Website + Email

Interface: Website + Email

Promotions, Receiving and

placement of orders, Provide database,

Generate analytical data Feedback

Consultancy Services

Information about Vendors Reliable and Timely Services

Right Prices Free Service

Brokerages per usage / Membership fee /

Advertising / Consultancy fees

Retrospection

1. Total Service : 3

2. Duration of Service: 8 days. [21 Sept- 28 Sept, 2012]

3. Reach: 196 + students and staff at NID, Gandhinagar

4. Total Subscription: 120

o Jago Re: 3

o Freshly Brewed : 38

o Gift a Morning: 79

5. Mark-up: 40-47%

6. Critical Success Factor:

o Strong Customer Interaction

o Superior Customer Service

o Creative Deliveries

o On-time Services

o Credit Term

o Worked as a team

7. Challenges

o Defining Service, offerings and boundaries

o Lack of manpower

o Being on time

o Demands of Multiple customers at the same time

o Negotiation with Supplier

o Considerable efforts on implementation

o Redefine Plan of Action

Retrospection

The BUZZ service has an interesting concept of sending wake-up calls to people with a message and a beverage. As a client, I found the service efficient and quick. In fact, I used the service twice - it was quick, flawless and I never faced the issue of a bad delivery. I do have few suggestion(s) though: There could be an online portal where people can place their orders - they could feed in their message, select a template, beverage, payment options (similar to any online delivery service). For those who want hand-written notes delivered, the option of a note "pick-up" can also be kept on the portal. Overall rating: 4/5 :) Overall feeback: Positive, Nice Job! - Siddharth Mankad , Researcher , Buzz Subscriber

Feedback

The service provided by BUZZ was comforting to have as there are times when I work late here at NID and I'm not sure if I'll be able to wake up in time the next morning. With BUZZ I was able to be assured of an on time wake up call as well as a hot cup of coffee to get me motivated to start my day. The on request service gift a morning was a fun addition. Gifting and receiving anonmymous mornings was exciting as well as had the value of creating mystery and anticipation within the community. People were observed making connections (and reaching out to others) that they may not have ventured to had anonymity not been offered. This was a pleasant surprise and definitely one reason why BUZZ should be continued.

-Shiraz Iqbal, Student, BUZZ Subscriber

Buzz Team Akhil Sain

Samira Jain

Devanshu Dugar

Thank you

Service Design-Buzz-Waking you up

Documents

Transcript of Service Design-Buzz-Waking you up