BookingMate App Theme: Life in Lockdown and Beyond What if were in - PowerPoint PPT Presentation

BookingMate App Theme: Life in Lockdown and Beyond What if we’re in lockdown/a ‘new normal’ situation for more than a year? Date and Place: May 2020, UK & India

Team AppStars Name: Helen MacDonald Name: Faye Daniels Name: Piyali Sen Role: Voice of the Customer Role: Concept and UX Design Role: Research Lead Mentor: Sebastian Gier Job description: UX Designer BMW

Lockdown Scenario THE GLOBAL CHALLENGE Beat the A vaccine or viable treatment for COVID-19 isn’t expected until the end of 2020 and it may take up to Virus two years to have a vaccine mass-produced . The global economy will come to a grinding halt if Lockdown lockdown continues indefinitely. The World’s mental Risks health is also hanging in the balance. Post We’ll have to adapt to a ‘new normal’ following effective safety measures to prevent the spread of Lockdown COVID-19 until a breakthrough is found.

Lockdown Scenario THE PROBLEM Many countries, including India and the UK, have started to ease lockdown restrictions allowing people to go out more and enabling more businesses to re-open. However, most have put manual processes in place, if any, to reduce the number of people going to a shop/on public transport at any one time. This had led to the following urgent social problems that we’d like to design a solution for: Problem #2 Problem #1 Overcrowding on public Long, time-wasting transport, risking queues going to greater infection grocery/retail stores

Lockdown Scenario WHY IS IT URGENT? How can working professionals like Vijay, with no Reason 1 alternative method of transport, travel safely to work without crowd-control on public transport ? How are homemakers like Sameera with painful arthritis and kids going to cope queuing for hours Reason 2 for groceries during the hot and humid summer season or the Monsoon season? How can store managers and café owners like Reason 3 Alisha and Naveen re-open safely and conveniently for customers without a way to reduce queues ?

Target Customer User 1 VIEW VIJAY’S USER JOURNEY PROFILE DEMOGRAPHICS Persona Name: Vijay Income: Above Average Job Title: Employed (Software Developer) Education: Professional Qualifications Gender: Male Online usage: Hourly, using laptop and Family Setting: Single, no kids, looking after his parents smartphone Age: 25-35 FEELINGS OBJECTIONS Values & Goals: Work, Security, Family Cost/Value: Loves technology, so would Worries: How can he get to work safely when he has to definitely use an app to help him get to use public transport? work/shop/go out to eat more safely. How can he shop quickly for himself and his parents who Fear: Some security fears if it’s developed too are in a vulnerable group and can’t leave the house? quickly and not properly encrypted.

Target Customer User 2 VIEW SAMEERA’S USER JOURNEY PROFILE DEMOGRAPHICS Persona Name: Sameera Income: Below average Job Title: Employed part-time/Homemaker Education: Post-Graduate Gender: Female Online usage: Daily, using a smartphone and Family Setting: Married with 2 kids tablet Age: 45-55 FEELINGS OBJECTIONS Values & Goals: Family, Socialising, Happiness Cost & Value: She’s time poor and needs a quick, Worries: How can she go and get groceries quickly, easy and free way of easily going to shops and doing easily and safely with her kids? leisure activities with her kids. It’s so hard to keep them still and socially distanced in Fears: She’s not as used to using technology so is a a queue/around a lot of people. bit apprehensive about using an app, but her eldest She also has arthritis and finds it painful standing in child could help her use it if needed. queues for long periods of time.

Target Business User 1 VIEW ALISHA’S USER JOURNEY PROFILE DEMOGRAPHICS Persona Name: Alisha Income: Wealthy Job Title: Manager (Grocery Store) Education: Post-Graduate Gender: Female Online usage: Daily, using laptop and Family Setting: Married, no kids smartphone Age: 25-35 FEELINGS OBJECTIONS Values & Goals: Leadership, Beauty, Kindness Cost/Value: Convenience matters to her a lot as Worries: How can she control customer numbers in her she has a busy schedule. She’d love if it her store at any one time and ensure her employees can customers could book a shopping slot in her safely travel to work if she re-opens? store. She’d like to do that too for other shops. How can she go shopping herself when she has a busy Fears: Will her customers/staff use it? work schedule and has to queue to go into each shop? How will she work out time slots?

Target Business User 2 VIEW NAVEEN’S USER JOURNEY PROFILE DEMOGRAPHICS Persona Name: Naveen Income: Average Job Title: Small Business Owner (Café) Education: Finished college/Professional Gender: Non-Binary Qualifications Family Setting: Cohabiting with their partner, no kids Online usage: Hourly, using smartphone Age: 35-45 FEELINGS OBJECTIONS Values & Goals: Fashion, Love, Happiness Cost & Value: They’ll be able to open up their Worries: They’ve got some savings but they’ve had to business again. They can control customer numbers temporarily lay-off all their staff. So if they can’t open the and also better plan staff rotas around bookings. café soon the business that they’ve poured their heart Fears: How will their older clients who don’t have and soul into, may go under. smartphones/tablets be able to access the café?

User Journey Mapping Key Learnings SAMEERA ALISHA NAVEEN VIJAY Need to know that Businesses need is Businesses need is E-pass text needs if they turn up to have different to book slots for to be large enough late, they’ll just time slots elderly customers to be read from have less time for available for quick and others who 2m away when QR shopping at the shops vs. big can’t book code scanning isn’t store. shops. themselves. available.

Solution The All-In-One Booking App - we do the hard work so you don’t have to! An app that enables customers like Sameera to book a specific time slot to go grocery/retail shopping and more. An app that enables both in-app booking , with participating businesses, but also searches the web for other slots/Google live busy times data - it’s like Skyscanner for shopping.

Solution HOW DOES IT SOLVE THE PROBLEM? Helps to prevent the spread of COVID-19 by reducing crowds and queues. Saves Time and Effort Maintains Social Distancing Reduces Infection Spread

User Experience Sameera’s booking experience After downloading the BookingMate app at home she books a grocery slot.

User Experience Sameera’s shopping experience She scans the e-pass in her phone on entering and exiting the grocery store.

Impact WHAT’S THE IMPACT OF YOUR SOLUTION? Sameera makes shopping fit around Sameera has more family time . She Sameera’s health improves . She her life now . No more re-arranging spends the time she’d have wasted has less backache and knee pain her schedule to shop. queuing with her family instead. now she doesn’t have to queue.

Design Process First, we researched the problem and target users, then conceptualised a solution and mapped out customer journeys. We then designed and small-scale tested the solution and fed back findings into the designs.

Execution HOW CAN YOUR SOLUTION BE IMPLEMENTED AND MAINTAINED? The app needs to be tested with both customer and business integrated with a secure cloud database server. Metasearch target users. Online video tutorials, marketing materials and Businesses need to be signed up in the pilot area and The app needs to be coded for iOS and Android and and in-app booking functionality needs to be developed. bookings scheduled in the app/staff trained. Then the Develop the app and roll it out to other countries where there’s a demand. The app would require t u o ongoing development work and maintenance. - l l o QR code graphics need to be created. R e app can be launched to customers. & g h d n c t o n i n t C u e s e a m & T L p d r t o l e o i l u s l e i U v B P e D 1 2 3 4

Explorations ALTERNATIVE SOLUTIONS Supermarkets in the UK are trialling new queuing solutions. But we don’t believe they solve the problem with grocery queues as effectively as the BookingMate app would. A virtual queue waiting in your car An automated traffic light queue Cons: Cons: - Even though customers don’t - Customers still at same risk have the pain of standing/a of infection , even though the lower risk of infection, they’re risk for staff is reduced still wasting their time slightly having to queue - Customers still have to - Only suitable for grocery waste time and have the pain stores with large car parks of standing in a queue

Thank you! Please go to www.booking-mate.com for more information.