1. for the Cumulus hotel lobby area
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2. Experiencing Service Design 7.-9.9. 2009
ROLES @ WORKSHOP
Workshop tutor: Lauren Currie
- Teaching the methods
- Helping to apply the methods
- Tutoring the participants with the service brief
Second workshop tutor: Raija Komppula
- Tutoring the participants with the service brief
- Business point of view
Workshop facilitator: Sanna Tarssanen
- Facilitating the language
- Helping with applying service design methods
- Experience design point of view
Design student facilitators: Anette Hiltunen and Manar Ameli
- Helping out with visualizations
- Helping out with finding locations
Workshop participants
- Will carry out fieldwork with users
- Will design and present service concepts
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3. Schedule
7.8.2009 / 5 pm
- Getting to know the group
- The brief
- Preparing for the morning, preparing participatory methods
8.8.2009/ 8:15 am
- Workshop starts
- Fieldwork at Hotel Cumulus with customers and employees(9:40-11)
- Lunch
- Continuing with the concepts, workshop until needed
9.8.2009/ 8:15 am
- Workshop starts
- Continuing with the concepts
- Presenting the concepts 1 pm
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4. • Customer Hotel Cumulus, Kuopio • Service applications; channels,
– Hotel, leisure, business travel, conferences concepts could use new tools: virtual,
– Will work in co-operation during the whole technologial, person to person
process. modalities, space and these should
be based on user’s needs and desires.
• End users are hotel customers and
employees
- This group will be participated in service
development during the fieldwork on the 8th of
September
- User’s needs, expectations, desires will work
as source for designing service concepts
• Evaluation of the service concepts
- Cumulus hotel’s service manager will give feedback on
the concepts on the 9th of September, 2009.
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5. INFORMATION ON HOTEL CUMULUS:
• Different service touchpoints: Reception desk,lounges, entrance, information and
advertisement points, internet access, tv-lounge, smoking area, drinks/snack/
coffee serving points, customer feed-back service point for children.
• The biggest customer group is middle- aged business travelers. Many of them live
there the whole week and travel home for the weekend. During the summer there
are also families as customer and vacationers, otherwise quite seldom. Young
people are mostly “walk-in” customers without reservations.
• Customers are told to be happy with the services, most of the complaints are
about the condition of the house, the house is relatively old. The lounge interior
was renewed few years ago, but the rest of the house was not. The lounge is still
fulfilled with different brochures, magazines and separate information points. Also
the TV was loud and some kind of electric machine was keeping a little noise.
• Customer service seemed to be pleasant and good. New customers received
information without asking, for example breakfast details, presentation about the
locations and the check-in was fast.
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6. INFORMATION ON HOTEL CUMULUS:
• Employees at the reception communicate trough a diary (pic.22) which they fill
manually after every shift (morning,day, night shifts)
- Through the diary the information will be transferred, they are able to write any
kind of thoughts and about happenings at the hotel or commonly about anything.
Receptionist thought that it works well.
- There’s also a block called ” customer’s everyday issues” (asiakkaan arkiset
ongelmat), where the shift worker marks all the reclamations etc.
• Workers have a small room next to the lobby. There they have a notice board on
which lies lists of the shifts and information notes. It was said to work well.
• Through the electrical interfaces (sähköinen käyttöjärjestelmä), the desk computer
for example, is no communication/information between the staff. On the computer
they have the booking system (Hokatex booking system)
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7. What we would like to find out about the users
• Lifestyle, values
• Language they use
• Preferred information, communication and service channels
• Needs, dreams, wishes, hopes
End result
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8. Outdoor views
• Hotel Cumulus is located in the centre of town
• Main access is from the inner court where is also a car park and a
small terrace without any service desk
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9. Sketch of the plan
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10. Firts views from the entry
1. 3.
1. Straight a head locates the reception,a printer and a stand
for the daily magazines.
2. On the left side an information point about the Cumulus
hotel and it’s services and next to it a point for
brochures, cards etc.
3. On the right side of the door, next to the column, stands a
”feed-back point for children” where children can write
2. comments on the guest book.
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11. Firts views from the entry
5.
4.
4. Next to the entry stands also an ice cream freezer…
5. The elevator works with the room card. Stairs in the middle
takes to the restaurant and the one on the left side to the
conference locations, saunas and other public locations
6. Behind the corner is a stand for tourist brochures and adverts
6.
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12. Lounges and other free time areas
7. 8.
7. Lounge1.
8. Lounge 2.
9. Next to the lounge two is an arcade game(peliautomaatti)
and a luggage room. In the small corner locates a
computer with an internet access, it’s for the customers
and is in use.
9.
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13. Lounges and other free time areas
10. 8. 11.
10. Toilets next to the internet corner
11. Side entrance between the toilets and the smoking room
12. In the corner is a smoking room
12.
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14. Lounges and other free time areas
13. 14.
13. TV- Lounge
14. Views from the smoking room
15. Lounge 3.
15.
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15. Reception
16.
17.
16. Behind the desk…
17. Next to the TV-lounge is a drinks/snack/coffee
serving point
18. Behind the desk…
18.
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16. Reception
19. 20.
19. In front of the desk
20. View from the desk
21. Papers and binders on the desk
21.
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17. Info and more papers…
22.
23.
22. The diary
23. A car parking info on the counter
24. Forms for the customer details
24.
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18. Sketch of the plan with observed service journey examples
1. The most used path was between the elevator, reception desk and entrance
2. The second one was from the lift to the internet or tv-lounge. They seemed to
know the places and have free time. Other lounges were not in use. That time no
one went to the restaurant or public locations.
3. Third one was between the elevator and side entrance. People just left or took the room card.
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