Videoprototype

Group 01, Videoprototype, WS1516

Asking the central question “How might we improve the organisation of organisational data?” and performing extensive user and market research, our team took on the challenge of creating a video-prototype that showcases the advantages of using a Customer Relation Management-system to keep track of potential deadly allergies of customers.

By default, a lot of social transportation providers do not own or use CRM-systems but rather rely on Excel-sheets and paperwork to organize corporate processes. Usage of computer-based systems are often frowned upon, as they convey the image of clunky, maintainable systems, that can only be serviced and used by professionals.

By providing an easy to use and intuitive user-interface, we aim to reverse this view upon CRM-systems.

While there are already a lot of general purpose CRMs on the market, we failed to locate a systems specifically tailored to social transportation providers and their customers. Also, providing the customers with a direct access to the CRM seems to be unheard of – even though this approach provides undeniably advantages to all parties.


Our prototype is using a state of the art user interface which adapts not only to the screen-size and -device of the user, but also to the user itself: It knows about different roles that users of the system can have (a back office worker, a driver, a customer, …) and presents him only with the appropriate selections.

By also enabling third parties, like the families and partners of serviced customers to access the CRM, we also leverage the power of their knowledge about the patient. While the person concerned might inadvertently not be disclosing all relevant information (not out of spite, but just perhaps he forgot), the family can do so. This sheds a new light on the name of our prototype – WeCare: By leveraging the collective knowledge, it enables us to care even more for our patients and customers.

Storyboard & Concept

Concept, Group 01, WS1516

Our team did extensive research on transportation providers in a social setting. After careful analysis of the data acquired, we came to the conclusion, that all services share one common problem: How to properly acquire, organize and use data that is needed for everyday business.

Titelbild_Blog_2_2016-03-09

Our storyboard focuses on the dangers that might arise from paper-based organisation of important information, where important facts might get lost in transit. While in real life not every incident of information lost in transit does not have to prove to be fatal, it still could be – this is reason we also portray it accordingly.

Subsequently, we will turn back the time – in a literal and a figurative sense: We go back in time and explore the world with a proper data-management-system, here dubbed “WeCare”, that does not only unclutter the administrative agent’s desk but also saves the protagonist’s wife from becoming a widow – all with the power of a Customer Relationship Management-system, that offers not only a complete overview for the scheduler in the office but also mobile apps for the driving staff and the customers involved.

User Research

Group 01, User Research, WS1516
In metropoles like Munich, there are more transportation providers that one can count. Most people however will associate the term “transportation provider” with the public transit authority, the MVV in Munich, and their partners like Taxis and new emerging services like Uber.
However one of the most important transportation providers is targeting a different audience. In the social context, transportation providers provide mobility services for disabled people as well as commodity services like meals on wheels.
We interviewed a number of different companies providing “social” transport like the Malteser Hilfsdienste, Jonas Better Place, GiS Fahrdienste, Isarfunk Taxizentrale and Caritas to learn more about their daily work as well as challenges they are facing and want to improve.
Our series of interviews was concluded with observations in field, to gain an even better understanding of not only the service providers views’ but also the experience of the people on the receiving end.
Using these widespread sources of information, we are looking forward to isolate occurring challenges and to provide ideas for possible solutions.