Will Crowe's Portfolio

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LIBRARYmanagementdashboard

ProcessIntroductionA management dashboard is a real time interface meant to show Key Process Indicators for an organization’s management at a glance.

My partner, Charlotte Terrien, and I went through a six week process of gathering information about our organization, Massimo Dutti. We researched company structure from it’s parent company, Inditex, to the store level by corresponding with a Massimo Dutti store manager.

Employee Task ModelJean Duval - Visual Merchandiser

Employee Personas

A Day in the Life

Jean Duval is 26 years old. He is creative and gives attention to detail. He has an excellent sense of fashion as he went to school

to become a stylist. He has styled various photoshoots for magazines and advertisements before joining Inditex.

Jean’s job is to reorganize the store every time there is a new collection: twice a week. He gets to the store an hour before it opens to check the

Profile

Reviews Photos From Inditex.

PlansLayout

RemoveOld Items

Physical Space

Which items sell?

Employeeto assist

Lines beingreplaced

Moves or removes current

items.

Arranges new items and visuals

delivery of new items and decides, with the booklet Massimo sent to all stores, how to place, fold and hang items. This is crucial to the store as it represents the image and brand of Massimo. Old items are kept for a few more days and placed in another part of the store as new items are put forth. This process can take Jean up to two days. Once the day is over, Jean goes to have dinner with his co-worker and heads home Around 10pm.

KPI’sA key process indicator is usually non-financial in nature. It is to be understood by all members of the team and have a significant impact on performance. They are meant to focus on individual processes that support the larger picture of running a successful organization.

KRI’sKey Result Indicators are not easily actionable usually. They concern a wider scope and are often financially related. They are often times things shareholders are interested in, more than management.

Customer Satisfaction

100

75

50Jul Aug Sep Oct Nov

Customer satisfaction this month:

90%

Average in regionIn my store

The Balanced Scorecard

Aligning practices and goals

Identifying KRIs and KPIs

INTERNALPROCESSES

FINANCIAL

LEARNING & GROWTH

CUSTOMER SATISFACTION

EMPLOYEE SATISFACTION

ENVIRONMENT & COMMUNITY

Increasing revenue through “adjusting to market demands”

- “All people recieve a fair and decent treatment”

- Store is “designed with shopper’s comfort in mind”

- “Personalized assis-tance”

- “We save energy”- “eco-efficient”

- “All activities are car-ried out with maximum respect for the environ-

ment”- “100% natural fabrics”

“Business model is based off os flexibility

and innovation”

“All people recieve a fair and decent treatment”

-“Exclusive quality of materials and combination of

textures and style”-“Store is designed with shop-

per’s comfort in mind”

Out of the companies mission statment and stated values we identified aspects and how they relate to the balanced scorecard. The balanced scorecard is a strategic planning system to help organizations align business practices with company goals.

An analysis of the most productive measurements to be taken were considered. The most powerful section of the dashboard are the KPIs. They show frequent changes in ground level activity. KRIs provide a much broader, long term view of the organizations productivity.

Service Recovery System

Aside from identifying KRIs and KPIs, we also developed measurements to test the success of an organizations service recovery system. A service recovery system is a process that handles customer complaints in a fair and pleasant manner. Organizations with strong recovery systems create loyalty.

Selecting a KPI item to get more detail

FinalDesignFor the final design we broke it into three tabs to show a multitude of information at a glance. This way management doesn’t have to go more than two levels deep into the interface.

Though visual design was of minimal importance, besides clarity, we tried to follow a design matching Massimo Dutti’s aesthetics.

Final Dashboard

KPIs home KPI Details

KRIs

Service Recovery System

KPIs

collaborative class

LIBRARYlibrarythetransforming

THE TEAM

Will Crowe

Jeff Dull

Phil Lewis

David Matthews

JaKenna Martin

Diane Seaver

Nicholas Stratton

Tom Hardy

Service Design, BFA

Industrial Design, BFA



Design Management, MA

Design Management, MFA


Professor of Design Management

PROBLEM

The Savannah College of Art and De-sign set up a collaborative design class to explore solutions for updating the current model for the academic library. Me with 8 other team members had 10 weeks to research and come up with solutions.

Our primary purpose was to rein-vision the library holistically, from it’s physical space, to the services it offers, as well as the atmospheres it caters to.

The 21st century has provided many alternative ways of accessing information, most prominently, the internet. Librar-ies have integrated computers into their model but the cost of evolving technolo-gy is too hard to keep up with for many libraries with low attendance. Libraries are struggling to find their purpose in the digital age.

BRIEF

GOALPROBLEM

RESEARCH Boston Public Library Statement of Purpose

There’s a close linkage between knowledge and right thinking.

The future of democracy is contingent on an educated citizenry movement

and public education.

There’s a strong correlation between the public library.

Every citizen has the right of free access to community-owned

resources.Boston Public Library

First Public Library in the U.S.

Digital Copyright LawsCopyright law grants a copyright owner an exclusive right “to distribute copies or phonorecords of the copy- righted work to the public by sale or other transfer of ownership, or by rental, lease, or lending.” Holistic Immersion

Armstrong Atlantic University Southwest Chatham

The first place we wanted to visit was another academic library. We found the lane library to be very active with a wide

variety of resources being utilized, despite less access to technology than SCAD’s Jen library

The first of two public libraries we visited gave us insight as to the different challenges academic and public

libraries face. Staffmembers shed insight onto the struggle there, such as keeping user content desirable as well as make sure the limited number of computers are evenly distributed.

PublicAcademic

Bull Street SCAD Library

The Bull Street library is located downtown in a more urban area. This branch largely served as a retreat for homeless

citizens as well as a daycare. Some parents were actually caught leaving their children at the library leaving librarians to watch children they don’t know.

We logically spent the most time investigating the space, technology, service, and information resources at the SCAD

library including interviews, surveys, passive and active observation, as well as multiple tours from the librarians.

Public Academic

Library Funding Dichotomy

Sow how are libraries adapting?

Library growth dependent on economic growth.

Overall decrease in budgets.

Increasing technology and upgrade costs.

The state of Maine has undergone a transition of integrating print collections into a statewide database in public and academic libraries. The trend of digital integration and reduction of print materials is being seen nation wide.

InnovatorsHarvard “Labrary”

“Petting Zoo” Kent, Ohio

A temporary ‘pop-up’ space in an empty Harvard Square storefront that has been a public gallery for design student projects on the future of libraries.

Gives kids and community members access to tablets and e-readers.

BRANDINGEMOTIONAL ATTRIBUTES

+Intuitive

+Welcoming

+Trustworthy

A Library that has both physical and digital resources that are easily accessible regardless of experience or knowledge.

A Library that provides an inviting atmosphere for all types of users to engage in learning while feeling a sense of be- longing or inclusion.

A Library that upholds the emotional contract in meeting the user’s expectation as a supportive, valuable resource.

RATIONAL ATTRIBUTES

+Fundamental

+Reliable

+RelevantA Library that is responsive to its community by adapting to their ever-changing needs, with thoughtful connections.

A Library that is a necessity, serving the individual as an integral resource for expanding knowledge and values over a lifetime.

A Library that consistently provides quality information,human interface and beneficial resources.

An initial exercise conducted on the first day was a branding exercise to help guide are designs. Members of the library faculty as well as the design team participated in selecting emotional and rational reasons people should be drawn to the library.

User Feedback

InterviewsOnline Surveys In-Library Surveys

All of these attributes were compiled into questionnaires asking users how they thought the SCAD library ranked in each of these categories. These questionnaires were distributed schoolwide, done in person, and interviews.

After developing the attributes we surveyed students, online and in per-son to gain their perspective as to how well the SCAD library was being true to these attributes based off the four areas of focus we decided to design around. They are information, service, physical space, and technology.

Attributes - On Brand

Attributes - Off Brand

Emotional

Rational

Intu

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Information

Physical Space

Service

Technology

Insights

Attract

EngageExtend

Typical Service Model +AttractThis concerns all touchpoints with a service that occur before the primary service. This can be visiting a website, or calling for a cab.

+EngageThis is the primary stage of the service. This is usually where the most interaction between customers and service providers occurs.

+ExtendThe final stage occurs after the primary stage ends. It’s the take aways the customer has from the experience as well as opinion.

Service Model ThinkingAfter documenting all of our insights gathered from research, immersion, surveys, and interviews; we put them on sticky notes and categorized them by the three stages of the service model crossed by our 4 areas of focus. These stages were service, technology, physical space, and information. We also added another category based off insights called “community.”

We then generated concepts based on those insights and kept them in the same service model table. We noticed some concepts fall into multiple sections of the table. Ones that solved problems in multiple areas were given priority.

Ideation

All of our solutions are put into a decision matrix based on the idea of high impact vs low impact and how many resources were required. Optimal solutions fall into the high impact/low resources portion of the map.

After selecting our final solutions we made a time frame based on three stages, beginning, middle, and SCAD 2020 to align with the schools current expansion plan. We then mapped out the library facility based on all three phases.

Heatmap of where to find what youre looking for

Interactivelayout kiosk

Rooftop Collaboration

You are here librarymap

Stylized exteriors

Change security desk to front desk

Community Workshops

Rooftop Yoga

DIgital Jukebox

call kiosk like traget

Massage chairs alternative pet therapy sessions

computer terminals dedicated to catalog search/help kiosk

Librarian on Every Floor

Discovery rooms w/old legos

Ghost trail

Screening Room for remote lectures

Interavtive experience space for learning per major

SCAD connect room

Improved lighting

Improved liAdjustable work surfacesghting

Rooftop COmmunityGareden

Alternative Getting warmer indicators oo books

Rooftop Zen Space

Mounted Tablets

Mounted Tablets

Touch entry system

Design library as central SCAD building to unite the spread out campus

Videochat a librarian

Library app

Roundtable furniture that features privacy wall that converts into bar table space.

Digital Samples

Reorganizing FLoor plans

Large computer screen wall for resdearch

Designated noiselevel zones

Small auditorium presentaiton rooms

Provide incentive based reward system for library tasks

teaching & learning major based skills

Virtual RealityResearching

Robotic book vault

Virtual Reality Researching

Host courses for public

Open house to public

recomendations based on previous searches

search map that ties to map/augmented reality

search map that ties to map/augmented reality

Immediate

Short Term

2020

High Impact

Low ResourcesHigh Resources

Low Impact

Visual DirectoryTo maximize users experiences they need to have an engaging format of discovering the library’s resources right from the beginning. Such a large display would provide many options and guides to discovering the new SCAD library.

CollaborationSpaces

We tried to imagine the collaboration space of the future. Utilizing smart glass technology students could have massive project workspaces. These projects could be saved and hidden for privacy when a group leaves the space.

StylizingThe current apparel of library employees consisted of plain t shirts and whatever jeans they like. We suggested a rebranding with recognizable apparel to identify key service providers in the library.

FinalSolutionsOur final concepts can not entirely be illustrated in my portfolio. We tried to base them off the most effective requiring the least resources. We ideated solutions across our four areas of focus, information, service, technology, and physical space.

Rooftop SpaceEssential to productivity is the ability to take a break and relax. The Jen library contains a large roof space with access that could be converted to a space with prime views on Savannah’s broughton street.

User Recognition

Elements in the library would be personalized as users approached by scanning the RFID chip in their school identification. Here we see a user receiving a notification of where her group is meeting when she walks in the library.

Discovery Center

This would be an extension of our digital database ecosystem. Here students could access many visual resources and information relevant to majors, built over time. The system would add information to itself over time by collecting it from users.

Solutions

Library App

A scenario was developed to show the features of the application in a narrative. This is a user journey breaking down the parts of their experience at the library.

x =

+

Attract Engage Extend

+

Library App Narative

Library App Storyboard

prototyping &

moredesigns

CADLaser Cut Lamp

Athletic Shoe

Computer Modeled LampAfter modeling this chair, I made a laser

cutting file and assembled my lamp to exact specifications

Computer Modeled Shoe

Hover Craft Model

Vacuum Formed Lamp

Model & Prototyping

what is...

servicedesign?

Service Design is all about making the services you deliver useful, usable, efficient, effective and

desirable.

-UK DESIGN COUNCIL, 2010

Service Design is an Emerging field focused on the creation of well thought through experiences

using a combination of intangible and tangible mediums. It provides numerous benefits to the

end user experience when applied to sectors such as retail, banking, and transportation.

-THE COPENHAGEN INSTITUTE OF INTERACTION DESIGN, 2008

Service Design is a holistic way for a business to gain a comprehensive, empathic understanding

of customer needs.

-FRONTIER SERVICE DESIGN 2010

When you have two coffee shops right next to each other, and each sells the exact same coffee

at the exact same price, service design is what makes you walk in to one and not the other

-31 VOLTS SERVICE DESIGN, 2008

INDUSTRY DEFINITIONS

Will Crowe(702) [email protected]

Documents

Will Crowe's Portfolio