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Visualization tool
for design plan
How to communicate our service design.
Th solutions will b
The l i         ill be
developed, described and visualised
according to specific service design tools
       di             ifi   i d i       l
(the so called Design Plan)

that will guide the participant to
better focalize the t i f the
b tt f li th topic of th work     k
and the content of their design decisions.
Solution development
description and visualisation


The Design Plan aims to help different
partners in communicating and
developing a solution together.
It is a strategic design tool-box that works as a
                         tool box
series of formats to represent and visualize,
at different stages of development,
a solution involving
actors in a complex interaction process.
Milestone steps for service visualization


* title
* target and context (+ moodboard)
* solution d
     l ti description (+ poster)
                  i ti         t )
* qualities of the experience (+ story board)
     t      l f the         i
* actors, role of th user, aim of th service ( d
                                f the    i (+ description)
                                                    i ti )
* solution’s elements and technologies (+ service schema)
        i     d l       i i
* service model: organizational structure ( system map)
                                l          (+            )
* actors’ motivations (+ stakeholders’ motivations
   matrix)
1 - moodboard


• to provide a creative and suggestive visual
  description of the overall mood of the case
• highlighting the qualities of environment and
    g g      g     q
  interaction
• a mosaic of pictures, describing the solution by
              p                  g               y
  depicting the atmosphere, the interaction, the
  environment, and the specific “taste” of it
• Pictures have to describe the places, the persons and
  the artefacts of the solution
You need to catch the observer’s attention
at first glance
         glance.
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2 - poster

• the poster is a catchy image that depicts a story in a
  concise and emotive way     y
• it uses the evocative capacity of the visual and the
  descriptive capacity of the text to sketch the topic and
           p       p      y                          p
  atmosphere of a story
• it is a promise of what the service has to offer and is
  also the promotional image
• it integrates the visual with the written message,
  in d
  i order to prefigures the characteristics of the
                    fi       h h          i i    f h
  service
It is composed by:
          p     y
_ an image of the proposed solution
_ the title
_ a claim

Pay attention to the graphics tips!
2008 | Visualization Tool - How communicate the service design concepts
10
Urban farmers-market
                        the farmer of the next door


I cultivate tomatoes for Luisa
and cabbages for Carla ..




                                      Giovanni, 73 years
                                      old




                                                           7
8
9
3 - Quality of experience (storyboard)




•  why and how the solution produces a good experience
  for the user?
• how is the user-interaction with solution?
• which are the main evidences of the solution?
Storyboard (interaction)


• the Interaction story board shows the solution
                    story-board
  performance along an horizontal time line
• It is the translation of an event, which takes place in
                              event
  space and time, into a sequence of static images and
  explanatory captions, that represent the significant
  interactions between the user(s) and the provider(s) of a
  product-service
• in a limited sequence of pictures it visualises: the salient
  service situations, the advantages that result
The user’s story board must be realised in 5-8
  images with the coresponding captions of no
  longer than 100 characters.

Graphic tips:
• Choose details
• Choose context
• Add graphics if needed
   dd      hi        d d
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
User may ask the    The user enquires    The user selects    The user cooks the    The user enjoys
Place Owner for a   the system for the   and withdraws the   dishes supported by   dining with others
personal PuntoX     daily menu           dishes              the automatic
Membership Card                                              system
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
member card of each   touch-kiosks enabling go to work...   give the kids a ride   turn back to your
condominium           the access to ccs                     to school...           home...
Nononononononono   Nononononononono   Nononononononono   Nononononononono   Nononononononono
Nonononononon      Nonononononon      Nonononononon      Nonononononon      Nonononononon
nonononono         nonononono         nonononono         nonononono         nonononono
An organized group   Members of the group go At the Biomercatino they   …they interact with BioMio linked   ..they decide to
discussing about     to the Biomercatino     discover BioMio services   producers, tasting products …       order/purchase
products to buy                                                                                             products..
SILVIA, 14 ANNI, STUDENTESSA



   L’accesso




Un pomeriggio Silvia esce a fare    Tornata a casa, mentre naviga     Inserisce tutti i dati richiesti,   Dopo la titubanza iniziale la
una passeggiata ìn piazza e         in internet, Silvia va sul sito   ma il sistema non le permette di    mamma accetta poiché il
trova lo schermo di “io, me         segnalato nel promo e decide di   iscriversi perché è minorenne.      servizio è garantito dalla
stesso e la città”; molti ragazzi   iscriversi al servizio.           Può però scaricare l’autorizza-     biblioteca .
dicono di voler partecipare                                           zione da far firmare ai genitori.
perché si diventa famosi e si
vince un cellulare.
SILVIA, 14 ANNI, STUDENTESSA



                               La produzione                                                         La selezione




Silvia esce e passa dalla      Ogni settimana Silvia riceve un     Silvia scarica i video            I video di Silvia sono stati molto
biblioteca per consegnare il   Sms con il tema proposto e          direttamente sul pc con il cavo   apprezzati e vengono
modulo e completare lì         produce anche più di un video;      del cellulare perché non più      selezionati per la ressegna
l’iscrizione.                  infatti tra gli amici si è creata   inviare Mms né connettersi ad     conclusiva di “io, me stesso e la
                               una competizione a chi fa i         internet.                         città”.
                               video più belli.
SALVATORE, 70 ANNI, PENSIONATO



     L’accesso




Una mattina Salvatore va in        Salvatore è entusiasta, ma non   Salvatore accetta, così la          Infine gli consegna il cellulare,
biblioteca e la bibliotecaria lo   ha il cellulare adatto e         bibliotecaria gli porge il modulo   delle istruzioni cartacee per
accoglie invitandolo a             comunque non saprebbe come       di iscrizione e lo assiste          inserire i filmati dal cellulare e
partecipare ad un’iniziativa       usarlo. La bibliotecaria gli     nell’inserimento dei dati.          la scheda con il tema della
culturale, “io, me stesso e la     suggerisce di prenderlo in                                           settimana “cosa mangio”.
città”.                            prestito dalla biblioteca e di
                                   farsi aiutare dal nipote per
                                   produrre i filmati.
SILVIA, 14 ANNI, SALVATORE, 70 ANNI, PENSIONATO



    La produzione                                                                                    La selezione




Durante il pranzo domenicale    Fatto il filmato, Emanuele            Dopo pochi minuti arriva un    Salvatore porta sempre gli
Salvatore chiede ad Emanuele    seguendo il foglio di istruzioni      Sms.che notifica la riuscita   amici e i conoscenti d’avanti
di filmare la situazione e le   invia l’Mms con il video al           dell’operazione.               agli schermi posti in paese e li
prelibatezze della nonna.       server, indicando la                                                 costringe ad aspettare finchè
                                localizzazione, l’orario e il tema.                                  non vengono visualizzati i propri
                                                                                                     video.
GIULIO, 34 ANNI, AVVOCATO



     La produzione                                                                                          La produzione




Giulio sta sfogliando il giornale     Giulio decide di approfittare del   Dopo poco riceve l’Sms dal        Nel weekend Giulio decide di
durante una pausa e tra le            servizio per farsi conoscere in     sistema con la proposta del       riprendere sua moglie Deborah
pagine locali trova la notizia        paese; si connette dal cellulare    tema della settimana; in questo   che nel frattempo è alle prese
che è partito ad Assago               al sito e completa l’iscrizione.    caso è il tema è “chi mi sta      con le pulizie.
un’iniziativa culturale per                                               intorno”.
rafforzare l’identità territoriale.
GIULIO, 34 ANNI, AVVOCATO



                                                                                                              La selezione




Una volta fatto il video, Giulio   Quando Giulio mostra a Debora        Per risolvere diplomaticamente la     Giulio solitamente visualizza i
si connette al sito dal mobile     il filmato inserito non ottiene la   questione, Giulio accede nuovamente   video attraverso il proprio
ed effettua l’upload; ottenendo    reazione che si aspettava; a lei     al sito ed elimina il contributo.     inseparabile cellulare nel
un feedback immediato di           infatti non fa molto piacere che                                           momenti morti della giornata ed
buona riuscita.                    tutti la vedano in quelle                                                  esprime tramite il voto le sue
                                   condizioni.                                                                preferenze.
BETA, 25 ANNI, PARRUCCHIERA



     L’accesso




Un giorno in parrucchieria gira     Dopo aver preso i bambini dall’asilo    La bibliotecaria la persuade a       La bibliotecaria avvisa tuttavia
la voce di un’iniziativa in paese   Beta si fa convincere da Rita a         parteciparvi prendendo un            Beta che occorre partecipare a
che permette di farsi               passare dalla biblioteca per chiedere   cellulare in prestito dalla          tutti i temi per usufruire del
conoscere e conoscere gli altri     informazioni sul servizio.
                                                                            biblioteca. Quindi Beta compila      prestito del cellulare, in modo
attraverso dei filmati.                                                     il modulo e la bibliotecaria         da agevolare gli utenti più
                                                                            inserisce i suoi dati nel sistema.   partecipativi.
BETA, 25 ANNI, PARRUCCHIERA



    La produzione                                                   La selezione




Beta purtroppo ha davvero          Beta decide di riportare il      In ogni caso Beta segue le        Partecipa da spettatrice
poco tempo libero e ha saltato     cellulare in biblioteca perché   storie dei partecipanti al        votando i suoi preferiti tramite
già due temi; così la biblioteca   ritiene corretto permettere ad   servizio attraverso gli schermi   sms.
la contatta per chiederle se       altri utenti che hanno più       in paese, o i racconti delle
desidera continuare a              tempo di lei di collaborare.     clienti della parrucchieria.
collaborare il servizio oppure
preferisce tirarsene fuori.
4 - System organizational map




• the system organisation map shows the solution
   h                i i         h      h    l i
  form the point of view of the organisation of the
  partnership providing the solution
• it consists of a map of the general system
  organisation (the main stakeholders and the flows
  and relationships between them)
The map identifies:

the system boundaries;
the primary and secondary stakeholders;
the main physical, informational and financial
  flows;
  fl
the core performance of the solution;
the secondary functionalities of the solution.
Bilancio
                                                          Partecipato
Assemblea territoriale
                            Assemblea comunale




Riunione territoriale




                                                 Bilancio
                         Massa critica           Partecipato




                                                 Votazione
                           Ufficio tecnico
mappa
                                   a
Fasi preliminari
    Iscrizione al servizio




                                 rca
    Consegna e installazione




                               cer
    del JAVA
    Compilazione profilo e
    istruzioni d’uso

                               chi c’è
4. Il server distribuisce i random via MMS


                                           2. Comunicazione
         1. Propongo un tema               tema a tutti gli utenti
         estemporaneo via SMS              via SMS
                                Server



Utente




                                          3. Gli utenti inseriscono i video nel sito
Bio food provider
                                  Bio food provider



 Logistic provider
                      Logistic provider




Local delivery shop
                      Local delivery shop
industrial       office       local      collective
company        company        shop       household




  public         local      individual     etc…
institution   association   household
!   quot;
#


    1
#   #   #   #       #




#


       $
#          %
& ##   #




                   #           '
start
                                                                                   point

                     main PSS performances              1. user asks for subscription…

            (        with numbered captions                                              start



                                                                 2. shop propose daily menu…
#
                                                                                           Users
        $                                            Local
#                         secondary                  Shop
    #       )                                                           3. shop deliver meals
                          flows with
                           captions

                          professional diet advice


                Health adviser
E-meal appliance producer


                                  *&             start


Food providers




                                       Offices

     Catering provider




                 Health adviser

                                                         47
Platform                                       Integrative        Intermediate          Final
                Providers                                       Providers             Users             Users



                                            1
        Food                    Packaging       Public
        producers               providers       Admin.




                                                             Local food shop                              +



Organic-food
  manager
                                                                                                          +         $
                                                                                                 Home
                          System                                                                                $
                         organiser

                                                                Assistance
Appliance                                                        provider
                                                                                University/Gym
producer                                                                                                  +




                                                                                                          +
                         Dietary                             Service manager         Office                     '
                      management
                    software provider


                                                 Furniture      Family doctor
                    Dietary advisor               provider
5 - Stakeholder motivation matrix

• why are these actors involved in the solution?
• why are they considered as stakeholders?
• which is their interest?
• the stakeholders motivation matrix shows the solution
  from the point of view of the stakeholder’s interest in
  taking part in the partnership
• it shows a check-list of motivations, benefits and
  contributions from each stakeholder s point of view,
                              stakeholder’s       view
  between individual partners and over the whole
  partnership.
  p          p
Cross referencing the stakeholders (those already
   identified and those still needed)
allows us to check:
• what each can b i t th partnership
     h t    h     bring to the     t  hi
• what each gets out of the partnership
stakeholder’s motivation
                  system         stakeholder         stakeholder                 others              partnership
   brings      promoter (A)           B                   C                   stakeholders
    to…

                 A' intention
                   s               Stakeholders        Stakeholders                                Partnership
   system        (motivation)       relationship        relationship                                 benefit
promoter (A)                          (whatquot;Aquot;            (whatquot;Aquot;                               (what A brings
                                   brings toquot;Bquot;)       brings toquot;Cquot;)                                  to the
                                                                                                  partnership)-

                                                      Stakeholders                                 Partnership
                                  B' intention
                                    s
                Stakeholders                           relationship                                   benefit
                                  (motivation)
stakeholder      relationship                            (whatquot;Bquot;                                    (what B
     B             (whatquot;Bquot;                           brings toquot;Cquot;)                               brings to the
                brings toquot;Aquot;)                                                                     partnership)-

                                                                                                   Partnership
                Stakeholders       Stakeholders      C' intention
                                                       s                                              benefit
stakeholder      relationship       relationship     (motivation)                                    (what C
     C            (whatquot;Cquot;           (whatquot;Cquot;                                                     brings to the
                brings toquot;Aquot;)      brings toquot;Bquot;)                                                  partnership)-




   others                                                               ....enlarge for more
stakeholders                                                                stakeholders....

                 stakeholder         stakeholder        stakeholder
                    benefit         benefit (what      benefit (what                           Partnership intention
                  (what the        the partnership                                             (what the partnership
                                                      the partnership
                 partnership         brings to B)-                                                 brings to the
partnership                                             brings to C)-
                 brings to A)-                                                                     partnership)




                                                                                                                       54
gives     Organic-food                                                                                                                                        Solution                   Solution Oriented
                          manager & System                                            Appliance
                  to…                                    Dietary mgmt                                              Assistance                                                    Centre                       Partnership
                             organiser                                                producer                                                  Service manager
                                                       software provider                                            provider


                           . to find new business        . organic food market        . organic food market        . high quality food             . new high quality           . knowledge and              . organic brand
                           perspectives in the           expertise to test the        expertise to improve the     products to be offered          convenience meals            expertise from the           identity
  Organic-food             organic food industry         validity of the software     performance of the           to customers                    for vending machines         organic food sector          . expertise in organic
manager & System
   organiser                                                                          appliances                                                   . a new service                                           supply management
                                                                                                                                                   concept

                           . a way to enhance the        . to enter in non-           . new criteria and           . a way to better satisfy       . adds value to the          . expertise in the           . advice and dietary
                           real value of the             medical markets              dietary tools for the        customer needs                  service portfolio            dietary industry             management through
                           organic food offering         . to open and finalise       development of               . potential networking                                                                    professional software
  Dietary mgmt                                           research in new              appliances for special       with food specialists
software provider                                        areas                        food needs


                           . competences in food         . competences in food        . to find applications       . a dedicated appliance         . a smart vending            . expertise and              . smart appliances for
                           processing                    processing                   for advanced food            for customers                   machine system               products in the white        food processing
                                                         . hardware appliances        appliances                                                                                good appliances              . brand identity
                                                         to be integrated with        . to enter in the                                                                         sector
     Appliance
                                                         software                     service dimension
     producer

                           . specific knowledge of       . specific knowledge of      . cognitive and              . to complete the                                            . expertise in assisting     . social dimension
                           a very sensitive sector       a very sensitive sector      physiological feedback       present service                                              people in a specific         . access to a specific
                           . inputs and feedback         . a new area of              to better design the         offering                                                     context                      context
                           from the reduced              business                     interfaces of new            . to better satisfy
     Assistance                                                                       appliances
                           access to food context                                                                  customer needs
      provider

                           . expertise of a specific     . feedback from the          . feedback from final                                        . to expand the              . expertise and              . service management
                           market                        final users                  users                                                        service portfolio            entrepreneurship in          in specific contexts
                           . expertise in service        . statistical databases      . inputs to integrate                                        . to extend the              the vending machine
                           management                                                 service and appliance                                        offering to new              industry
  Service manager                                                                     design                                                       contexts


                           . catalyst in the design      . to facilitate entry into   . to facilitate entry into   . to facilitate entry into      . to facilitate entry into   . to develop                 . tools and expertise
                           and development of            new businesses               new businesses               new businesses                  new businesses               expertise in solution        to facilitate and
                           ideas                         . support in the design      . support in the design      . support in testing of                                      design                       manage the partner-
     Solution              . manage partner              and development of           and development of           the solution idea with                                       . to obtain visibility       based solutions
      Centre               development                   ideas                        ideas                        their customers                                              as solutions experts


                           . expand business and         . visibility and             . new sales channels         . a new idea of service         . a new service to be        . opportunity to test a      . to provide healthy,
                           new market                    recognition to the end-      . service expertise          to be used to reach             used to contact new          methodological               convenient meals in
                           opportunities                 user                                                      new customers                   possible context of          toolbox                      different contexts of
  Solution Oriented        . to become a food            . feedback from new                                                                       business                     . expertise in the food      reduced access to
     Partnership           solution provider             clients                                                                                                                sector                       food




                                                                                                                                                                                                                                      55
Don t
Don’t worry:
we have quite enough time
to work on this!



Grazie!
franz

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2008 | Visualization Tool - How communicate the service design concepts

  • 1. Visualization tool for design plan How to communicate our service design.
  • 2. Th solutions will b The l i ill be developed, described and visualised according to specific service design tools di ifi i d i l (the so called Design Plan) that will guide the participant to better focalize the t i f the b tt f li th topic of th work k and the content of their design decisions.
  • 3. Solution development description and visualisation The Design Plan aims to help different partners in communicating and developing a solution together. It is a strategic design tool-box that works as a tool box series of formats to represent and visualize, at different stages of development, a solution involving actors in a complex interaction process.
  • 4. Milestone steps for service visualization * title * target and context (+ moodboard) * solution d l ti description (+ poster) i ti t ) * qualities of the experience (+ story board) t l f the i * actors, role of th user, aim of th service ( d f the i (+ description) i ti ) * solution’s elements and technologies (+ service schema) i d l i i * service model: organizational structure ( system map) l (+ ) * actors’ motivations (+ stakeholders’ motivations matrix)
  • 5. 1 - moodboard • to provide a creative and suggestive visual description of the overall mood of the case • highlighting the qualities of environment and g g g q interaction • a mosaic of pictures, describing the solution by p g y depicting the atmosphere, the interaction, the environment, and the specific “taste” of it • Pictures have to describe the places, the persons and the artefacts of the solution
  • 6. You need to catch the observer’s attention at first glance glance.
  • 17. 2 - poster • the poster is a catchy image that depicts a story in a concise and emotive way y • it uses the evocative capacity of the visual and the descriptive capacity of the text to sketch the topic and p p y p atmosphere of a story • it is a promise of what the service has to offer and is also the promotional image • it integrates the visual with the written message, in d i order to prefigures the characteristics of the fi h h i i f h service
  • 18. It is composed by: p y _ an image of the proposed solution _ the title _ a claim Pay attention to the graphics tips!
  • 20. 10
  • 21. Urban farmers-market the farmer of the next door I cultivate tomatoes for Luisa and cabbages for Carla .. Giovanni, 73 years old 7
  • 22. 8
  • 23. 9
  • 24. 3 - Quality of experience (storyboard) • why and how the solution produces a good experience for the user? • how is the user-interaction with solution? • which are the main evidences of the solution?
  • 25. Storyboard (interaction) • the Interaction story board shows the solution story-board performance along an horizontal time line • It is the translation of an event, which takes place in event space and time, into a sequence of static images and explanatory captions, that represent the significant interactions between the user(s) and the provider(s) of a product-service • in a limited sequence of pictures it visualises: the salient service situations, the advantages that result
  • 26. The user’s story board must be realised in 5-8 images with the coresponding captions of no longer than 100 characters. Graphic tips: • Choose details • Choose context • Add graphics if needed dd hi d d
  • 30. User may ask the The user enquires The user selects The user cooks the The user enjoys Place Owner for a the system for the and withdraws the dishes supported by dining with others personal PuntoX daily menu dishes the automatic Membership Card system
  • 31. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 32. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 33. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 34. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 35. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 36. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 37. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 38. member card of each touch-kiosks enabling go to work... give the kids a ride turn back to your condominium the access to ccs to school... home...
  • 39. Nononononononono Nononononononono Nononononononono Nononononononono Nononononononono Nonononononon Nonononononon Nonononononon Nonononononon Nonononononon nonononono nonononono nonononono nonononono nonononono
  • 40. An organized group Members of the group go At the Biomercatino they …they interact with BioMio linked ..they decide to discussing about to the Biomercatino discover BioMio services producers, tasting products … order/purchase products to buy products..
  • 41. SILVIA, 14 ANNI, STUDENTESSA L’accesso Un pomeriggio Silvia esce a fare Tornata a casa, mentre naviga Inserisce tutti i dati richiesti, Dopo la titubanza iniziale la una passeggiata ìn piazza e in internet, Silvia va sul sito ma il sistema non le permette di mamma accetta poiché il trova lo schermo di “io, me segnalato nel promo e decide di iscriversi perché è minorenne. servizio è garantito dalla stesso e la città”; molti ragazzi iscriversi al servizio. Può però scaricare l’autorizza- biblioteca . dicono di voler partecipare zione da far firmare ai genitori. perché si diventa famosi e si vince un cellulare.
  • 42. SILVIA, 14 ANNI, STUDENTESSA La produzione La selezione Silvia esce e passa dalla Ogni settimana Silvia riceve un Silvia scarica i video I video di Silvia sono stati molto biblioteca per consegnare il Sms con il tema proposto e direttamente sul pc con il cavo apprezzati e vengono modulo e completare lì produce anche più di un video; del cellulare perché non più selezionati per la ressegna l’iscrizione. infatti tra gli amici si è creata inviare Mms né connettersi ad conclusiva di “io, me stesso e la una competizione a chi fa i internet. città”. video più belli.
  • 43. SALVATORE, 70 ANNI, PENSIONATO L’accesso Una mattina Salvatore va in Salvatore è entusiasta, ma non Salvatore accetta, così la Infine gli consegna il cellulare, biblioteca e la bibliotecaria lo ha il cellulare adatto e bibliotecaria gli porge il modulo delle istruzioni cartacee per accoglie invitandolo a comunque non saprebbe come di iscrizione e lo assiste inserire i filmati dal cellulare e partecipare ad un’iniziativa usarlo. La bibliotecaria gli nell’inserimento dei dati. la scheda con il tema della culturale, “io, me stesso e la suggerisce di prenderlo in settimana “cosa mangio”. città”. prestito dalla biblioteca e di farsi aiutare dal nipote per produrre i filmati.
  • 44. SILVIA, 14 ANNI, SALVATORE, 70 ANNI, PENSIONATO La produzione La selezione Durante il pranzo domenicale Fatto il filmato, Emanuele Dopo pochi minuti arriva un Salvatore porta sempre gli Salvatore chiede ad Emanuele seguendo il foglio di istruzioni Sms.che notifica la riuscita amici e i conoscenti d’avanti di filmare la situazione e le invia l’Mms con il video al dell’operazione. agli schermi posti in paese e li prelibatezze della nonna. server, indicando la costringe ad aspettare finchè localizzazione, l’orario e il tema. non vengono visualizzati i propri video.
  • 45. GIULIO, 34 ANNI, AVVOCATO La produzione La produzione Giulio sta sfogliando il giornale Giulio decide di approfittare del Dopo poco riceve l’Sms dal Nel weekend Giulio decide di durante una pausa e tra le servizio per farsi conoscere in sistema con la proposta del riprendere sua moglie Deborah pagine locali trova la notizia paese; si connette dal cellulare tema della settimana; in questo che nel frattempo è alle prese che è partito ad Assago al sito e completa l’iscrizione. caso è il tema è “chi mi sta con le pulizie. un’iniziativa culturale per intorno”. rafforzare l’identità territoriale.
  • 46. GIULIO, 34 ANNI, AVVOCATO La selezione Una volta fatto il video, Giulio Quando Giulio mostra a Debora Per risolvere diplomaticamente la Giulio solitamente visualizza i si connette al sito dal mobile il filmato inserito non ottiene la questione, Giulio accede nuovamente video attraverso il proprio ed effettua l’upload; ottenendo reazione che si aspettava; a lei al sito ed elimina il contributo. inseparabile cellulare nel un feedback immediato di infatti non fa molto piacere che momenti morti della giornata ed buona riuscita. tutti la vedano in quelle esprime tramite il voto le sue condizioni. preferenze.
  • 47. BETA, 25 ANNI, PARRUCCHIERA L’accesso Un giorno in parrucchieria gira Dopo aver preso i bambini dall’asilo La bibliotecaria la persuade a La bibliotecaria avvisa tuttavia la voce di un’iniziativa in paese Beta si fa convincere da Rita a parteciparvi prendendo un Beta che occorre partecipare a che permette di farsi passare dalla biblioteca per chiedere cellulare in prestito dalla tutti i temi per usufruire del conoscere e conoscere gli altri informazioni sul servizio. biblioteca. Quindi Beta compila prestito del cellulare, in modo attraverso dei filmati. il modulo e la bibliotecaria da agevolare gli utenti più inserisce i suoi dati nel sistema. partecipativi.
  • 48. BETA, 25 ANNI, PARRUCCHIERA La produzione La selezione Beta purtroppo ha davvero Beta decide di riportare il In ogni caso Beta segue le Partecipa da spettatrice poco tempo libero e ha saltato cellulare in biblioteca perché storie dei partecipanti al votando i suoi preferiti tramite già due temi; così la biblioteca ritiene corretto permettere ad servizio attraverso gli schermi sms. la contatta per chiederle se altri utenti che hanno più in paese, o i racconti delle desidera continuare a tempo di lei di collaborare. clienti della parrucchieria. collaborare il servizio oppure preferisce tirarsene fuori.
  • 49. 4 - System organizational map • the system organisation map shows the solution h i i h h l i form the point of view of the organisation of the partnership providing the solution • it consists of a map of the general system organisation (the main stakeholders and the flows and relationships between them)
  • 50. The map identifies: the system boundaries; the primary and secondary stakeholders; the main physical, informational and financial flows; fl the core performance of the solution; the secondary functionalities of the solution.
  • 51. Bilancio Partecipato Assemblea territoriale Assemblea comunale Riunione territoriale Bilancio Massa critica Partecipato Votazione Ufficio tecnico
  • 52. mappa a Fasi preliminari Iscrizione al servizio rca Consegna e installazione cer del JAVA Compilazione profilo e istruzioni d’uso chi c’è
  • 53. 4. Il server distribuisce i random via MMS 2. Comunicazione 1. Propongo un tema tema a tutti gli utenti estemporaneo via SMS via SMS Server Utente 3. Gli utenti inseriscono i video nel sito
  • 54. Bio food provider Bio food provider Logistic provider Logistic provider Local delivery shop Local delivery shop
  • 55. industrial office local collective company company shop household public local individual etc… institution association household
  • 56. ! quot;
  • 57. # 1
  • 58. # # # # # # $ # % & ## # # '
  • 59. start point main PSS performances 1. user asks for subscription… ( with numbered captions start 2. shop propose daily menu… # Users $ Local # secondary Shop # ) 3. shop deliver meals flows with captions professional diet advice Health adviser
  • 60. E-meal appliance producer *& start Food providers Offices Catering provider Health adviser 47
  • 61. Platform Integrative Intermediate Final Providers Providers Users Users 1 Food Packaging Public producers providers Admin. Local food shop + Organic-food manager + $ Home System $ organiser Assistance Appliance provider University/Gym producer + + Dietary Service manager Office ' management software provider Furniture Family doctor Dietary advisor provider
  • 62. 5 - Stakeholder motivation matrix • why are these actors involved in the solution? • why are they considered as stakeholders? • which is their interest? • the stakeholders motivation matrix shows the solution from the point of view of the stakeholder’s interest in taking part in the partnership • it shows a check-list of motivations, benefits and contributions from each stakeholder s point of view, stakeholder’s view between individual partners and over the whole partnership. p p
  • 63. Cross referencing the stakeholders (those already identified and those still needed) allows us to check: • what each can b i t th partnership h t h bring to the t hi • what each gets out of the partnership
  • 64. stakeholder’s motivation system stakeholder stakeholder others partnership brings promoter (A) B C stakeholders to… A' intention s Stakeholders Stakeholders Partnership system (motivation) relationship relationship benefit promoter (A) (whatquot;Aquot; (whatquot;Aquot; (what A brings brings toquot;Bquot;) brings toquot;Cquot;) to the partnership)- Stakeholders Partnership B' intention s Stakeholders relationship benefit (motivation) stakeholder relationship (whatquot;Bquot; (what B B (whatquot;Bquot; brings toquot;Cquot;) brings to the brings toquot;Aquot;) partnership)- Partnership Stakeholders Stakeholders C' intention s benefit stakeholder relationship relationship (motivation) (what C C (whatquot;Cquot; (whatquot;Cquot; brings to the brings toquot;Aquot;) brings toquot;Bquot;) partnership)- others ....enlarge for more stakeholders stakeholders.... stakeholder stakeholder stakeholder benefit benefit (what benefit (what Partnership intention (what the the partnership (what the partnership the partnership partnership brings to B)- brings to the partnership brings to C)- brings to A)- partnership) 54
  • 65. gives Organic-food Solution Solution Oriented manager & System Appliance to… Dietary mgmt Assistance Centre Partnership organiser producer Service manager software provider provider . to find new business . organic food market . organic food market . high quality food . new high quality . knowledge and . organic brand perspectives in the expertise to test the expertise to improve the products to be offered convenience meals expertise from the identity Organic-food organic food industry validity of the software performance of the to customers for vending machines organic food sector . expertise in organic manager & System organiser appliances . a new service supply management concept . a way to enhance the . to enter in non- . new criteria and . a way to better satisfy . adds value to the . expertise in the . advice and dietary real value of the medical markets dietary tools for the customer needs service portfolio dietary industry management through organic food offering . to open and finalise development of . potential networking professional software Dietary mgmt research in new appliances for special with food specialists software provider areas food needs . competences in food . competences in food . to find applications . a dedicated appliance . a smart vending . expertise and . smart appliances for processing processing for advanced food for customers machine system products in the white food processing . hardware appliances appliances good appliances . brand identity to be integrated with . to enter in the sector Appliance software service dimension producer . specific knowledge of . specific knowledge of . cognitive and . to complete the . expertise in assisting . social dimension a very sensitive sector a very sensitive sector physiological feedback present service people in a specific . access to a specific . inputs and feedback . a new area of to better design the offering context context from the reduced business interfaces of new . to better satisfy Assistance appliances access to food context customer needs provider . expertise of a specific . feedback from the . feedback from final . to expand the . expertise and . service management market final users users service portfolio entrepreneurship in in specific contexts . expertise in service . statistical databases . inputs to integrate . to extend the the vending machine management service and appliance offering to new industry Service manager design contexts . catalyst in the design . to facilitate entry into . to facilitate entry into . to facilitate entry into . to facilitate entry into . to develop . tools and expertise and development of new businesses new businesses new businesses new businesses expertise in solution to facilitate and ideas . support in the design . support in the design . support in testing of design manage the partner- Solution . manage partner and development of and development of the solution idea with . to obtain visibility based solutions Centre development ideas ideas their customers as solutions experts . expand business and . visibility and . new sales channels . a new idea of service . a new service to be . opportunity to test a . to provide healthy, new market recognition to the end- . service expertise to be used to reach used to contact new methodological convenient meals in opportunities user new customers possible context of toolbox different contexts of Solution Oriented . to become a food . feedback from new business . expertise in the food reduced access to Partnership solution provider clients sector food 55
  • 66. Don t Don’t worry: we have quite enough time to work on this! Grazie! franz