More Works
Empowering travellers to have a worry-free experience whilst travelling in the UK.
Opportunity 💡
With pickpocketing becoming a serious issue in the Europe for travellers, our team of designers and business leads decided to deep dive into the problem.
Key Insights 📝
Out of the 60 people we surveyed:
80%
were pickpocketed or knew someone who had been
58%
were seeking for a way to prevent the theft
The 4 major challenges travellers faced with being pickpocketed and finding resolutions were:
Awareness: Lack of awareness of such crimes and their locations
Finding information: Scattered or missing information on pickpocketing hotspots
Intervention: Inadequate police intervention and aid, coupled with long waiting times, large amount of paper work and language barriers
Resolution: Takes weeks to months to receive reimbursements on valuables stolen, with challenges in receiving a satisfactory amount of refund
The Solution - Pockit
Pockit is a pickpocketing mapping and assistance service that aims to allow commuters to feel safer and more well equipped to navigate cities by receiving real time data, updated and accurate knowledge of pickpocketing at the right instance in the form of hot spots.
Rosa, a consultant on vacation’s journey with Pockit
It empowers travellers to have a worry free experience of travelling in Europe.
Features:
Identify pickpocketing hotspots through alerts based on location
One point portal (Multi-party customised help)
Purchasable anti-theft products and services
Data Sources and Business Model for Pockit
Improving the end-to-end service experience of residential living through digital transformation and omni-channel strategy.
Opportunity 💡
With manpower crunch and automation on the rise, to make experiences smoother and more efficient, it was important to see how we could use digital tools to enhance resident and client (internal operations) experiences.
We analysed the residents’ experiences at a holistic level, broke down and redesigned 7 service experiences. Such as the moving in experience, renovation and maintenance.
Our research and design process included site observations at resident homes, client headquarters and others.
Process
The development of homes is thriving. But as they grow, the need to revisit current residential experiences and improve them for the betterment of their people becomes essential. We were brought on to help redesign their service experience.
Behavioural Research
In depth interviews with 140 stakeholders, such as residents, contractors, office staff and more, to get an understanding of their journey, pain points and delight points as well as desires, both from the end user and the service provider’s perspective.
From plotting the current customer journeys to workshopping the ideal journeys with end users, client executives and ground staff to finally co-creating blueprint maps for the 7 journeys to bring them to a level of execution.
👀 Observations, Interviews and User testing with over 140 users
🎯 Visioning and Co-creation Workshops with 50 stakeholders
👷🏼♂️ Service Blueprinting Workshops with 50 stakeholders
Designing measures to safeguard local heritage businesses, that are at risk, for a more sustainable future.
Opportunity 💡
With the rise in gentrified areas, many long-standing businesses are losing their importance and customer share, as they become obsolete and irrelevant.
Process
The team worked on discovering ways in which heritage businesses, that are 30 years or older can be safeguarded, while aligning their interests, the customer’s interest and the client’s strategy.
The team embarked on desk research, understanding the landscape of Food, Craft and Service Heritage Businesses in Singapore.
A total of 19 interviews + observation studies with at risk and best in class heritage businesses were conducted for in-depth research. These were 1.5 hours to 3 hour long sessions where we uncovered business operational flows, customer engagements as well as in depth challenges and potential interventions that could help them.
Engagement Prompts for User Research with Diversified groups of Business Owners
For our study, we created engagement materials, to ease participants into sharing their thoughts. With heritage businesses, they are mostly small and family owned, and we wanted to ensure flexible communication mechanisms with the old and the young owners.
We synthesised our findings, tested the potential solutions and eventually, provided recommendations for safeguarding at risk heritage businesses.
User Engagement prompts (challenges and solution cards)Observations and interviews with heritage businesses that specialise in food, clothing and crafts