EMPATHY MAP LAUNDRY AT THE CDM
What does the customer... THINK AND FEEL What really counts Major preoccupations Worries and aspirations ● Doing the laundry takes time. ● Doing laundry is boring. ● They have to do it, it's not a choice, unless they can pay someone to do it for them. ● Concerned about accidentally using the dryer instead of the washer. ● Concerned about whether there's a machine available. ● Concerned about integrity of their clothes. ● Concerned about the machine ruining their clothes. ● Concerned if they have enough money for the laundry. ● They wish it could be faster. ● They want to know when the machine is available without having them to check it again and again. ● They want to know exactly when the washing/drying is done. ● They want to know how much money they already have in the card(if they have to recharge it). ● They don't want to lose any clothes in the washer or the dryer. HEAR What friends say What boss says What influencers say ● They don't like to it. ● It takes a lot of their time. ● It's a pain to do it because all the machines are different. ● They don't like charging the laundry card because it can only be recharged by a credit card and the process is not simple enough.SAY AND DO Attitude in public Appearance Behaviour towards others ● People are usually anxious while doing laundry. ● They go back and forth to check if the machine is available or if the laundry is done. ● Sometimes the machine is out of order and people don't know until they put their clothes and detergent in it, only to see it not start. ● Nobody likes to call the customer care and go through all the options just to report something that is not working. ● People sometimes get angry if others forget to take out their laundry. ● People will remove your clothes from the machine if they think you forgot them there. SEE Environment Friends What the market offers ● They see other people that are also usually frustrated for doing laundry. ● There're a bunch of machines and you can't tell which one is busy and which one is free unless you check each one of them. ● They're all the same colour. ● The card slot is in the middle of both machines. ● The instructions are there, but in small and kind of hard to read font. PAIN Fears Frustrations Obstacles ● People fear that they will forget to take out their laundry in time. ● People fear that someone will steal their clothes. ● People fear that the machine will accept the payment and you won't be able to do laundry. ● People add credit to the dryer by mistake. ● People need to go the machine located near the laundry room in order to check how much money they still have in their laundry cards. ● If a person uses an international credit card, he'll also have to pay for the exchange fees. ● New debit/credit cards are not accepted.
GAIN Wants/needs Measures of success and obstacles ● A better and simpler design that is accessible and can be used as an industry standard for public places. ● Lock the machine to keep the clothes safe. ● Alert when it's done. ● A better and easy way to manage your laundry from afar and have a unified payment system.
VALUE PROPOSITION CANVAS
PRODUCT 1 APP BENEFITS ● An app that manages the whole experience of doing laundry. ● A smart integrated system that connects the machines and the smartphones with internet. ● For people who do not have smartphones, a text message system can be arranged. ● A unified payment method integrated in the app that can be used to pay from the major wallet services or VISA and MasterCard. FEATURES ● Integrated payment service. ● Alerts : when laundry is completed, which machine is free to use, which machine is out or service, etc. ● Have a report button that will help the person to report any downtimes or maintenance problems. ● Keeps track of who used which machine, to prevent loss of clothes or misuse. ● NFC integrated machines that can be used by a single tap of the phone.(NFC cards for people not having NFC enabled phones) ● The app provides the user with tips on how to wash different type of clothes and what the optimal settings would be for the current lot inside the machine. ● A small social integration, so you can post about lost clothes. ● A queue system on the glass door. EXPERIENCE ● An overhaul in technology when compared to the current laundry system, which would provide users with less pains and faster and optimal laundry times. ● A easy to use design that would help people with their laundry experience. PRODUCT 2 STICKERS BENEFITS● Cheap ● Provides guidance ● Can be done with current machines. FEATURES ● A big number 1 in blue for the washer and a number 2 in red for the dryer. ● Same color coded covers with instructions for the washer and the dryer. ● More readable (bigger fonts and more separated) steps to guide the user. ● Use the glass door as a status display. EXPERIENCE ● People will not mistake one machine for another when adding credits. ● The status display will tell which machines are being used and by whom, so those outside don't have to go in to check it. ● They can ask the person who's using it to let them know once it's done. ● There could be a queue in the glass door. ● Forgotten clothes will be returned by those with good hearts. PRODUCT 3 PAYMENT WEB APP: LAUNDRYPAY BENEFITS ● Faster recharge process ● Less back and forth ● More ways to pay FEATURES ● Integrated payment system with credit and debit card from Visa, Mastercard and American Express ● Online payment option with Interac or PayPal ● Option to save favorite payment method for future usage ● User's account is linked to user's laundry card ● Only needs to be used when the machine needs to be started ● Check your laundry card's balance ● Mobile support for onthefly recharge ● Oneclick recharge EXPERIENCE ● Users can easily recharge their cards ● Users can choose between different payment methods ● Users can save their favorite payment method ● Users will be less likely to lose their money if they put the laundry card in the wrong slot
SUBSTITUTES ● Second step to recharge ● Current website ● Back and forth ● Cards borrowed ATTACHMENTS