Gen 2 Commerce

 

BRIEF:

 

Shopping and purchasing items, whether it be online or in person, can be considered as a slow and tedious process at its current state (CNN). This can be seen through innovations such as the Amazon Go in person store that cut out the checkout process altogether in order to allow for a seamless shopping experience (Amazon) We wanted to create a system that would increase the speed of the checkout process, and even possibly bypassing the checkout process altogether. While following these guidelines, we also wanted to increase the security of these payments.

 

PROBLEM STATEMENT:

How can we promote efficiency and security through a new form of commerce?

 

Questions to consider:
How will we increase the security of the current purchasing methods?

 

How can we combat identity theft and fraud?

 

How can we improve efficiency of the current standard of shopping.

Stats:

“An estimated 17.6 million persons, or about 7 percent of U.S. residents age 16 or older, were victims of at least one incident of identity theft in 2014” – the Bureau of Justice Statistics

“In the past six years identity thieves have stolen over $107 billion.”

-2017 Identity Fraud Study

 

User Journey:

 

Consumer Journey:

 

INITIAL

  • Go shopping
  • Go to a vendor and pick out all the items you want
  • Walk out of store (no lines)
  • The systems lets you know your amount before you leave so you can cancel or return items if you feel you are spending to much
  • If you feel the amount is within budget, proceed to leave
  • If desired set daily caps so you know exactly what your allocated for the day
  • Feedback from the system provides relevant information

 

Work

  • If job is on an hourly base you can use system as a form of identification
  • Tracks the exact amount of time a worker is working, (must be placed on the host for it to work)
  • If salaried, Tracks if employees are coming in on time

 

Sources:

Amazon Go: https://www.amazon.com/b?node=16008589011

Security Flaws: http://money.cnn.com/2011/04/13/technology/ecommerce_security_flaw/index.htm

 

Identity theft stats:

https://www.iii.org/fact-statistic/facts-statistics-identity-theft-and-cybercrime

 

-Jake Tessier, Jacob Heuman, Alan Liu, Greg Borbon

Water Supply

Problem Statement:

factory

Polyfluoroalkyl and Perfluoroalkyl (PFAS) are two widely used industrial chemicals. These two chemicals have been linked to cancer and other health problems. PFAS are man-made chemicals that have been used in industry and consumer products around the world since the 1950’s. Researchers from Harvard T.H. Chan School of Public Health and the Harvard John A Paulson School of Engineering and Applied Sciences found that PFAS exceed the recommended safety levels in public drinking water that has affected more than 6 million people in the United States. Since the industrial revolution, we have been allowing chemicals with unknown toxicities to be used and released into the environment. We now have cases where these chemicals end up in our water supply and start to affect those who drink that water.

We wanted to create a way to make it possible for homeowners to see what and how much of a substance is in their water. We also want to be able to do this in the easiest and most convenient way for the homeowner.

How can we make detecting hazardous substances in our water easy and convenient?
Questions to consider:

How will we go about informing the user about the chemicals in their water? Will it be a mobile app or some other mode of communicating with the user?

Will we focus on water that is used in people’s home or will it be designed for public places?

How do we want to warn the user if their water is unsafe to drink?

Is there any way to design this system so it is affordable for people who have low income?
– Andrew Walraven, Nathan Eggleston, Jad Sidi-yekhlef

The Issue

Stats:

“Maintenance has a larger role in communication with the
resident than many realize. It’s important for technicians to
communicate in a way with residents so that nobody gets
offended, especially when it’s an issue created by resident error.”

-National Apartment Association

Problem Statement:

How might we improve communication between the landlord, maintenance, and apartment residents in order to ensure mutual responsibility and efficiency between them?

User Journey:

Resident’s Journey:

INITIAL
Search for house/apt
• Submit application/pay fees/deposit
• Meet and go over responsibilities with landlord
• Move in – fill out move-in inspection checklist
• Read over documents to list responsibilities
• Will any maintenance repairs cost money?
BREAKS
• Contemplate whether repair is a responsibility of the landlord
• Call/visit clubhouse, fill out online maintenance request
• Request allows maintenance workers access to residence
FIXING
• Doesn’t have to be home
• Create a clean work space for maintenance workers
FIXED
• Analyze repairment
• Leave a written review (doesn’t have to be a 1:1 relationship, review can
embody entire experience)
• Make payment if necessary

Landlord’s Journey:

INITIAL
Search for house/apt
• Search for tenant
• Post opening of house/apt
• Show house/apt
• Background check
• Application /fee
• Get signed lease + make responsibilities clear, receive deposit
• Move-in
BREAKS
• Landlord contacted
• Phone evaluation / troubleshooting (can the solution to the problem be
handled by landlord over the phone?)
• Call help/maintenance
FIXING
• Typically not handled by landlord unless they are the ones fixing it
FIXED
• Confirmation of repair
• Pay bill for maintenance
• Check-up on tenant

Maintenance

INITIAL
Search for house/apt
• Inspect apartments
• File records of move-in checklist
BREAKS
• Reads maintenance request
• Prepares for repair with appropriate tools
FIXING
• At the correct apartment
• Compares request description to the actual situation (entity?)
• Does repair in a timely manner without damaging anything else
FIXED
• Report back to office of completion

Presentation: Problem-Statement_Colon-Tram-Green-Brizuela

Rachel Colon, Zach Green, Sarah Tram, Xavier Brizuela

The problem with grocery stores

Problem Statement:

A 2015 Consumer Reports study shows 12 of the most common grocery store shopper complaints include:

  • Confusing Layout
  • Out of stock on basic, non-sale items
  • Out of stock on advertised items

https://www.consumerreports.org/cro/news/2015/04/12-reasons-americans-hate-grocery-shopping/index.htm

Design Consideration: 

How can the experience in a grocery store be more informative about the state of the store to assist customers and employees?

Stakeholders:

Why are they at the store and what do they need to accomplish?

Customers

  • Making shopping list, finding deals, locating items

Employees

  • Restocking, helping customers, cleaning/organizing, checking out

User Journeys:

Customer:

Before going to the store:

Planning shopping list, recipe/item recommendation, check for sales/coupons, look up nearby stores

At the store:

Map locations for list (perishables last), find specific items, ping employee for problems, notify item needs restocking, notified of sales walking by, something to distract child?

After the store:

Found everything?, alerted when unstocked item is restocked, recommended recipes based on what bought?

Employee:

Before going to the store:

Knowing about promotions or sales in the store, communicating with managers and other employees, suggest items to customers (weekly employee recommendation to encourage customers to try new products or recipes gives you a connection to the people working there)

At the store:

Getting called to different areas of the store (are the checking lines full?), restocking items, helping customers find/reach things, cleaning up messes (mopping floors, cleaning shelves and fridges), returning shopping carts, rearranging the store (moving sale items to the front), tracking breaks

After the store:

Track hours, employee incentives, they also are probably customers at the store and use the app in that way

 

Further Research:

Problems with retail:

According to statistics in 2017, 69% percent 1 of customers still prefer to shop in-store rather than online when buying products such as automobiles, phones, apparel, toys, kitchen appliances, tools etc. Since the interest in in-store shopping is still significantly high, it is important for retailers to create value in the experience of shopping to draw customers in their stores. The Vice President of Apple, Ron Johnson explains Apple Store’s success by pointing out to their improved customer journey and mentioning how retail shopping isn’t what is broken but “It’s their lack of imagination—about the products they carry, their store environments, the way they engage customers, how they embrace the digital future.” 2 Denis Ghys, the managing director of These Days, explains the importance of customer journey by stating “You need to design the store of the (near) future, define your proposition and beat out the competition in the process. And it all starts with shaping future customer expectations and paving the way to superior service” 3

With these ideas in mind, our goal looks towards a future where in-store experience is assisted through UX design to build a relationship between the customer and the employees that reduces frustration and makes the whole experience more efficient.

  1. https://www.statista.com/statistics/311459/us-online-in-person-shopping-preferences-product-category/
  2. https://hbr.org/2011/12/retail-isnt-broken-stores-are
  3. https://nexxworks.com/blog/the-5-biggest-challenges-in-retail-how-to-approach-them

Grocery stores are an important retail situation considering everyone needs food. With this in mind, we decided it would be important to focus our efforts. Here are the main problems we hope discovered regarding the shopping experience:

  • According to the Time Use Institute, the average shopping trip takes 41 minutes. If you multiply that by the 1.5-trip per week average, that’s over 53 hours per year you’re spending in the grocery store.

http://timeuseinstitute.org/Grocery%20White%20Paper%202008.pdf

  • 75% of supermarket shoppers do tend to visit the most conveniently located store, but 25% will go further to get to a store that offers better quality and variety, lower prices, better sales, and a clean location.

http://couponsinthenews.com/2012/10/22/ten-things-we-hate-about-grocery-stores/

  • In 2014, grocery stores offered more than 42,200 items on average.

https://www.fmi.org/our-research/supermarket-facts

  • When asked, 30% of shoppers complained of uninformed or indifferent staff

https://www.consumerreports.org/cro/news/2015/04/12-reasons-americans-hate-grocery-shopping/index.htm

  • 80% of shoppers make between 1 and 10  trips to the grocery store within two weeks. Only 39% of shoppers say they know the employees at the store they shop at.

https://sites.ucfilespace.uc.edu/studentwork/content/do-grocery-stores-support-social-interactions

  • 59% of consumers are motivated to shop at a new grocery because of in-store events and social media engagements. The majority would like the app to include coupons and 73% want current pricing to be available. Additionally shoppers want notifications for special events, product assortment, samples and recommendations from store associates.

https://www.businesswire.com/news/home/20171012005140/en/Interactions-Releases-%E2%80%9CFrom-Location-Destination-Grocery%E2%80%9D-Survey

grocery

Presentation: Problem statement

Carpal Tunnel Syndrome

Maya, Joe, Milan, and LeighAnn

 

Definition:

Carpal tunnel syndrome (CTS) is a medical condition due to the compression of the median nerve as it travels through the wrist at the carpal tunnel. The main symptoms are pain, numbness, and tingling, in the thumb, index finger, middle finger, and the thumb side of the ring fingers. Weak grip strength may occur and after a long period of time, the muscles at the base of the thumb may waste away. In more than half of cases, both sides are affected.

Statistic:

Carpal Tunnel Syndrome is the #1 reported medical problem, accounting for about 50% of all work-related injuries and is currently affecting over 8-million Americans

Problem Statement:

How can we make diagnosis and treatment of carpal tunnel syndrome convenient, accessible and affordable for those with milder symptoms of arm and shoulder pain?

Design Questions:

  • How can we determine the seriousness of symptoms through an app survey?
  • What is the best way to provide our users with molding equipment through the mail?
  • How can we use these mold to create custom cats that are durable, affordable, and are able to compete with those made by specialists?

 

Carpal Tunnel

Group Project Idea – Cosmetic Scanner

Retail 2.0

“The consumer has demonstrated a very high capacity to try and use multiple brands and that tendency seems to be growing over time.”

A recent poll found that the number of people who would rather reach for their smart phones for a quick check on a product’s reputation or price comparison rather than ask the salesperson has reached 58 percent.”

“Most purchases are planned — the buyer now goes in knowing what she wants at least 70 percent of the time.”

This DIY research boosts buying confidence and helps match product expectations with reality.

The Way We Buy Beauty Now

Problem Statement:

How do we improve a cosmetic retail experience while educating the user on their needs and the products available?

Design Prompts:

  • How can we personalize the process of buying cosmetic products?
  • How can we open consumers up to all of the products out there?
  • How can we bring product recommendations into the home?
  • How can we design a process that takes intimidation out of the cosmetic shopping experience?

Reflections on Machine Learning Readings

Machine Learning is something that scientists have been working with for years. Minimized concepts are already widely existent today and are used very frequently. Think of “recommended” features on YouTube, online stores, google searches, etc. I believe that much like any other materials we use to improve our standards of living, individuals need to get a better understanding of machine learning in order for it to be used for good.

Many people fear machine learning because they believe it to be a foreign concept. When cars first came out, I’m sure there was a lot of uproar on safety aspects of this new idea. Without any regulations, cars can be very dangerous. However, society slowly discovered the risks that come with driving a tin can at fast speeds. Seat belts, road signs, various laws, and constant regulation have been set in stone in order for cars to be used for good. In the same way,  for us to be able to regulate machine learning and for regular consumers to appreciate and respect such regulations, we as a whole need to be more familiar with the concept of machine learning, understand how it works and the risks that come with it if improperly utilized.

Personally, machine learning scares me a little, because of the lack of regulation out there and the lack of knowledge individuals have of this idea – think autonomous cars. Although it could be very useful in certain situations, it should not be a backbone for drivers to depend on 100% of the time. Essentially, all of the code and technology has been designed and created by us, imperfect humans. There is no way we could create a completely foolproof technology. Consumers need to understand the risks that come with this technology for them to avoid crashes and be able to utilize this feature to its best ability. Our best creations could also be our worst enemy. However, with proper monitoring, education, and use, I believe that machine learning could truly benefit our society as a whole.