SharePort
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Tools
Figma
Time Frame
6 Weeks
Spring 2021
Service Design
Spring 2021
Service Design
Collaborators
Matthew Muenzer
Yi Shang
Yi Shang
A decentralized object sharing service that allows members of the CMU community to borrow and loan items directly from one another, using established spaces in the CMU Library.
The CMU Library currently provides a collection of devices and tools that students from across CMU can check out on a temporary basis.
However, the existing service only lends devices for multimedia and photography work and is limited to what the CMU library has available in its inventory
However, the existing service only lends devices for multimedia and photography work and is limited to what the CMU library has available in its inventory
Service Walkthrough
Service Details
Landing Screen
This page shows various categories that people have listed their tools under and newly shared objects. The search bar allows user to directly type in what they are looking for.
Search / Browse Results
This page shows the various results that have been tagged the search keyword. There are also various filter options such as post date, brand, model etc.
Item View
Displays the lender, alternative photo views, borrow dates, description of the object, borrow options and a message bar to get in touch with the lender about product specificities.
Borrow Order Confirmation
This screen pops up once an item is borrowed/on loan, it displays the lending period and gives the borrower the option to extend period of usage. Confirmation of return is also part of this page.
Item Label
This paper label is a printable touchpoint that aids library staff to track and oversee transactions between lenders and borrowers. When an item is on loan this label should be attached when its handed off to library staff.
The Design Process
I. Initial Research
Storyboarding
We began brainstorming possible service opportunities that can be introduced to local community spaces before we started to research an existing service organization.
We began brainstorming possible service opportunities that can be introduced to local community spaces before we started to research an existing service organization.
Finding an Existing service
Next, we looked at local service organizations that currently exist in Pittsburgh to see if there are any potential opportunities for a designed intervention.
Construction Junction and the Pittsburgh Center for Creative Reuse are both non-profit marketplaces that sells used materials and tools, however, their system is only works as a one time transaction, so we thought what if an extension to this service would be a resource sharing station that allows members of the local community to directly lend out and borrow objects that they own.
Next, we looked at local service organizations that currently exist in Pittsburgh to see if there are any potential opportunities for a designed intervention.
Construction Junction and the Pittsburgh Center for Creative Reuse are both non-profit marketplaces that sells used materials and tools, however, their system is only works as a one time transaction, so we thought what if an extension to this service would be a resource sharing station that allows members of the local community to directly lend out and borrow objects that they own.
Key Takeaways
While brainstorming the possible stakeholders for such a service, we realized that the specific dynamics of person-to-person lending requires a level of community trust that Construction Junction and Center of Creative Reuse does not already have established.
From here, we tried identifying creative work communities that might have an existing community connection built-in.
While brainstorming the possible stakeholders for such a service, we realized that the specific dynamics of person-to-person lending requires a level of community trust that Construction Junction and Center of Creative Reuse does not already have established.
From here, we tried identifying creative work communities that might have an existing community connection built-in.
Stakeholder Interviews
"We host creative technology activities and workshops for a range of age groups from young kids to adults."
"We currently don't have a proper tool lending system established. Some challenges that we currently struggle with are: How do you embed the historical ownership of the object, attaching identity to object? What are the liabilities for the equipment if it's not returned back to you? "
– Nina Barbuto, Executive Director of Assemble
"We currently don't have a proper tool lending system established. Some challenges that we currently struggle with are: How do you embed the historical ownership of the object, attaching identity to object? What are the liabilities for the equipment if it's not returned back to you? "
– Nina Barbuto, Executive Director of Assemble
"We are a feminist organization at this point; the organization and community shouldn’t be a pressure; just figuring out how to organize craft classes, instruction…"
"Prototype is based on community building; our space is now more about career sharing, but since it's small, we have less tool sharing."
– Miriam Devlin, Director of Prototype Makerspace
"We are a feminist organization at this point; the organization and community shouldn’t be a pressure; just figuring out how to organize craft classes, instruction…"
"Prototype is based on community building; our space is now more about career sharing, but since it's small, we have less tool sharing."
– Miriam Devlin, Director of Prototype Makerspace
"A lot of my studio classes required me to buy tools and equipment that I didn't have additional use for outside that class and those things often go to waste."
"I actually always lend out tech equipment or textbooks to friends who might need it for a class project!"
"The library has a small selection of camera equipment that they lend out but they are often on loan."
– Fellow CMU Classmates and Friends
"I actually always lend out tech equipment or textbooks to friends who might need it for a class project!"
"The library has a small selection of camera equipment that they lend out but they are often on loan."
– Fellow CMU Classmates and Friends
Findings
Maker space users did not share the dynamics needed for our service (Assemble mostly organizes programs for children and Prototype features large-scale technical tools).
We realized after talking to other students and one another, that university students have a consistent need for cost-effective resources and that campuses provide the familiarity and community needed to support our service.
Maker space users did not share the dynamics needed for our service (Assemble mostly organizes programs for children and Prototype features large-scale technical tools).
We realized after talking to other students and one another, that university students have a consistent need for cost-effective resources and that campuses provide the familiarity and community needed to support our service.
II. Re-framing the Problem
How might we build upon existing resources on campus for a tool sharing service that is accessible to all members of the university?
III. Concept Development
Developing Personas
Based off our stakeholders, we developed personas to better understand our users incentives to use this service and their step by step user journey.
Based off our stakeholders, we developed personas to better understand our users incentives to use this service and their step by step user journey.
User Flow
Touchpoint Ideation
Following our initial user flow map, we started to iterate on the user experience of the drop-off and pick-up points.
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Potential Location Mock-up
IV. Concept Mapping
I translated our process of the touchpoint development into a Customer Journey Map to help visualize the service holistically, including certain frustrations or questions that the user might have as they go through this experience.
However, as we were developing our business model, we realized that a "smart" locker exchange would not be feasible since the revenue structure possible with maker spaces would not be available for SharePort at CMU.
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Pivot Point!
We altered the touch points in our service by utilizing an existing hub for sharing, the Hunt Library, this way we do not have to consider installation and maintenance costs of these smart lockers that we originally designed. Instead, the existing human resources at the library can help facilitate this exchange between borrowers and loaners.
Below is a revised version of the customer journey map.
We altered the touch points in our service by utilizing an existing hub for sharing, the Hunt Library, this way we do not have to consider installation and maintenance costs of these smart lockers that we originally designed. Instead, the existing human resources at the library can help facilitate this exchange between borrowers and loaners.
Below is a revised version of the customer journey map.
Additional System Maps
Using an Ecosystem Map, we were able to holistically map out the various sectors that drive the entire service. Under the four sectors, we considered the the phase needs from stakeholders, what touch points the service could provide, and how the interaction between the touch points and users occur.
The value flow diagram gave us insight into what values are being exchanged between the three main stakeholders of our service.
Takeaways
This was my first experience with designing for a cohesive product system that has interlocking aspects which depend on how various stakeholders interact with each other.
It is okay to change your idea as long as it's justified. We constantly had changes to our service idea, but that was the outcome of realizing what people truly needed after rounds of user interviews.
Work within the given limitations and restrictions. We had to re-evaluate what are appropriate touch points after mapping out our service blueprints given the certain limitations and restrictions that are part of school policies.
It is okay to change your idea as long as it's justified. We constantly had changes to our service idea, but that was the outcome of realizing what people truly needed after rounds of user interviews.
Work within the given limitations and restrictions. We had to re-evaluate what are appropriate touch points after mapping out our service blueprints given the certain limitations and restrictions that are part of school policies.