Ana Soto

Designing Unique Human Experiences / anasotodesign.com

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Business Model Generation Canvas

The Business Model Canvas is a strategic management and entrepreneurial tool. It allows you to describe, design, challenge, invent, and pivot your business model.

Source: http://www.businessmodelgeneration.com/canvas/bmc

For our project regarding the financial service sector we are using it to evaluate the current business model offered, and further analyzing it with a SWOT analysis. The purpose is to find opportunities to innovate and further analyze and understand the service sector. 

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Analyzing Financial Services

For the generation of our business model we are trying to bridge the gap in between commercial banking and informal financial services. This graph shows our major competitors in the financial services sector. 

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Singapore Airlines Case Study

Singapore air innovated their field with a series of decisions that separated them from their competitors: 

Their innovation approach focused on developing customer intimacy to provide add value to the user’s experience. 

Singapore Air today: 

What It’s like to Fly the $23,000 Singapore Airlines Suites Class at Medium:

https://medium.com/travel-adventure/what-its-like-to-fly-the-23-000-singapore-airlines-suites-class-17d9f3fee0d

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Service employees are crucially important to the success of a firm

Front line employees are very important to both service customers and providers. 

When users interact with the front line employers they perceive the quality of the service encounters. What the customer receives from the service encounter helps them evaluate the service. 

If the staff members are loyal to the company and brand, then this will improve the quality of service provided from the employee. In turn, the loyalty towards the company will also raise productivity, which is a gain in profitability. 

Based on Services Marketing Lovelock, Wirtz, Chatterjee 

Image source: http://www.xplane.com/news/change-dna—-co-creation/view/

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Understanding the use of Big Data in Services

Big Data is a collection of structured & unstructured information from digital and traditional sources that provides insight for new discovery and analysis. 

In Health care services data is important to: 

- Help us know more about individual patients and Large groups.

- Help us use information to provide better, more efficient and less expensive care.

Examples: Google flu trends, alive core and other wearable devices.

In Retail services data is important to: 

- Identify customer preferences

- Help designers identify a direction

- Understand competitors

 - Create Valuable Marketing

Data is used to establish patterns of customer behavior. 

Watch watch watch:

https://www.ted.com/talks/jennifer_golbeck_the_curly_fry_conundrum_why_social_media_likes_say_more_than_you_might_think?language=en#t-183375

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REO: Co-creation 3

Co-creation session 3 happened this past Tuesday, February 25th. One of the objectives of this meeting was to reduce the number of ideas/ solutions created with the client in co- creation 2. We used the NUF process to rate the ideas based on needs, usability and feasibility.  The final top ten ideas were further developed using the 4cs framework. 4cs stand for characteristics, components, characters, and challenges. Finally, we developed solutions for the space with blank blueprints of the office.

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SCAD Pad

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Our focus was divided in three categories: Automation, Community, and Living services.

-Automation services focused on the user experience inside the SCADpad.

-Community worked to develop concepts to create a sense community among the SCADpad residents.

-Living services researched external services  that facilitate the SCADpad lifestyle. 

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SCAD Pad

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Our class is considering the experience of SCADpad guests by developing environmental, social, and administrative controls for the micro-housing systems ranging from lighting to security, laundry services, food services, and community.

Please visit http://www.scadpad.com to learn more about the project.

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First co-creation session: Project REO

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Last class we had our first co- creation meeting with the Office of Student Involvement. The main objectives of the meeting was to understand the service ecosystem and identify their needs and constrains.

I believe this was a very successful co- creation session.  It consisted of a set of icebreakers and actives that involved the client, making them active participants. A stakeholders map and a SWOT analysis were developed to gather insight. 

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Future success may depend on how well we improve our performance in service areas like health and education. Social Innovation focuses attention on the ideas and solutions that create social value—as well as the processes through which they are generated, not just the individuals and...

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Brew Crew: Pitching the idea

For our final presentations we have to create 20 minutes and 30 seconds pitch. We are currently working on it. 

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Brew Crew: Mood Board

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Brew Crew: Prototyping, Role Play 5

Some insights we learned from the Role play were:

⅔ of the “customers” said it was very easy to find what they were looking for.

All were able to find the appropriate accessory based on their assigned coffee maker.  

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A normal day in a Service Design class at SCAD

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Brew Crew: Prototyping, Role Play 4

Final display. Our space was divided in the four major types of coffee makers:

French press, Espresso, Single Cup, and Drip Brew.

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Brew Crew: Prototyping, Role Play 3

During the Role play we tested two types of customers. Ones had assigned tasks representing the customer that goes to the store already knowing what they are looking for. We also asked other customers to browse through the space, representing the customers that visit the store just looking around.