Designing a product service system
- System architecture
- Process management
- User needs
December 2015 – January 2016
- Aalborg University Copenhagen
Tools and methods
- Sketch App
During my first semester, I developed the service architecture for a food delivery service in Copenhagen. I then selected a specific touchpoint in the service to investigate and explain more detail about the interaction between stakeholders at a certain moment in time
I began the task by creating a diagram to display different levels of customer needs. Following this, I imagined a system architecture diagram to describe the interation between front-end actors and back-end systems. Along with a service blueprint, I created a role interaction diagram which focused on a scenario where a supplier was unable to provide the customer with the requested dish. This diagram served to highlight the importance of quick communication between the three parties – something which could be considered one of the most complex and time-pressured interactions within the service.
Lunch Courier is a food ordering service that collects and delivers ready-to-eat food products between suppliers and customers. It gives suppliers the opportunity to sell more products, and gives customers the opportuntity to have freshly prepared food delivered to their address. Lunch Courier acts as an intermediary service, taking the responsilbility of gathering and processing order information, planning delivery routes, and being responsible for communication between suppliers and customers. The service charges suppliers a percentage of each sale, and also charges customers who choose from a range of premium delivery options, such as when creating a customised order. The service heavily relies on an efficient, semi-autonomous back-end system to help plan collection routes and to ensure customer satisfaction.
When the supplier needs to inform the customer that there is a problem with the order, they must go through the Lunch Courier service. The service is able to act as intermediary, and is a buffer between providers and customers. This is important for providers, as it releases them from the difficulties of handling unhappy, or difficult customers. This is one of the main reasons why providers pay to be a part of the service.