COSAFE
Service Design/UX project
PROBLEM
In this Covid-19 pandemic situation, more than 57 million college students living in shared apartments or college dormitories.
How might we help residents to have a more convenient living life and contactless, safe offerings?
CONCEPT
COSAFE is a safe service tailored for residents by providing them with a more convenient moving process and contactless, high-efficient living experiences.
DURATION
Jan-March, 2020
TEAM
Liuyun Hu
Kelin Chai
Yu Chen
Yue Guo
Qizhe Zhou
MY ROLE
Service Design Lead
Data Synthesis
Personas & Storyboard
User Journey
BACKGROUND
In this Covid-19 pandemic situation, more than 57 million college students are living in shared apartments or college dormitories.
In shared apartment, people not only worry about safety problems but also need high-efficiency service provided by apartments.
As some universities resume the fall semester, more and more college student apartments have experienced serious virus transmission incidents.
OUR SOLUTION
Check out our vision movie! The insights from our research indicate that we need to establish a platform between residents and apartment service providers, so we created an app that would help them do exactly that.
OUR MAIN STAKEHOLDERS
STAKEHOLDER MAP
COSAFE has multiple different stakeholders, including core stakeholder- our residents, and direct stakeholders such as office staff and administration managers.
Click to enlarge image👆
FUTURE SERVICE STORYBOARD
Click to enlarge image👆
SERVICE TOUCHPOINT
COSAFE delivers its services through a multitude of physical and digital channels.
-
Facility Scan area: An scan-area touchpoint that facilitates a variety of user needs including: scan the residents' identification QR code, account or profile information, etc.
-
COSAFE App: The COSAFE Mobile Application allows users to book the gym time slot, access facilities room, change account/profile setting, among other user's needs.
-
Website: COSAFE’s website allows for users to finish the quick move-in process, access living permission code, change account/profile settings and schedule appointments at the community center. Also file a maintenance report and receive assistance with service issues.
-
Apartment Call Center/ Web Chat: Serves users requires for service recovery and assists with maintenance and move-in/move-out process.
Click to enlarge image👆
SERVICE BLUEPRINT
COSAFE provide the core service for helping residents to make appointment with any facilities they want to use, getting the contactless maintenance service request.
Click to enlarge image👆
PROJECT REFLECTION
In this project, I co-created with three designers together and after conducting research, our team summarized the insights and found many design opportunities, and considered that the community security app will involve both users and administrators, so we designed the app for different users under the same system.
At the same time, due to the expansion of our target users, we have also done more in-depth research to ensure that there will be no problems with our design. In order to make our users more willing to use our app, we have joined the incentive mechanism, and we envisage that reward provider can work with local stores to give users a more secure experience while at the same time reviving the local economy.
We did Business Origami together 👆