• CBS Shortcut

    CBS_prototype_cutout

     

    This project was part of a service design course at the IT University of Copenhagen.

    The problem: The majority of students at the Copenhagen Business School are at the Solbjerg Plads campus despite the lack of space for studying individually or in groups. The other campuses, which are within a 5 minutes bike ride, have plenty of available space

    Purpose: Research the campuses and its students, and create a service concept that takes stakeholders, challenges, issues, and unmet needs into consideration 

    Concept description: CBS Shortcut is a booking service enabling students to book certain rooms for groups as well as seats for individual students. The booking happens via an app on the user’s smartphone or touch screens placed strategically on all campuses. Card scanners accompany the public touch screens for easy login. 

     

    Value_circle

  • RESEARCH AND ANALYSIS

    Observations

    Observation of different campus areas, the facilities, and student life

    Observation

    Observing student life and campus facilities on CBS

    Focus groups

    The focus groups gave us insights about the reasoning behind their behaviour, opinions and experiences connected to the different campuses, and particularly in relation to booking of rooms and seats

    Conducting focus group to acquire user needs, expectations and opinions

    Focus group together with target group representatives

    Affinity diagrams

    Data from observations, voxpops and the focus group were organized and categorised in order to identify interesting patterns

    Grouping insights into themes and looking for patterns

    Grouping insights into themes and looking for patterns

  • USER JOURNEYS

    The research provided us with many important user journeys reflecting students’ everyday actions, struggles, expectations and experiences. 

     

    Finding a room that may be booked

    Students often just occupy a room the find spontaneously but there may be other students who have reserved it already.

     

    Spontaneous_room_problems

     

    The solution

    The spontaneous need for a room cannot be eliminated. Therefore, the service enables students to check if the room is booked and actually book it easily if it turns out to be vacant

     

    Service design proposal to minimize worries and support spontaneous room hunting

    Service design proposal to minimize worries and support spontaneous room hunting


     

    Use case

    The spontaneous need for a room cannot be eliminated. Therefore, the service enables students to check if the room is booked and actually book it easily if it turns out to be vacant

    cbs-user-journey

  • EVALUATION

    The service concept was tested by 3 prospective users in order to elicit conceptual weaknesses, lack of content, and other fundamental aspects. 

  • Search

    • Gradual setting not understood for all options
    • More room facility options
    • Sync with private calendar

    Results

    • Show time and date 
    • Are they 100% match or not
    • Search for specific campus

    Confirmation

    • Perceived as a superfluous step

    Receipt

    • Concerns about cancellation
    • Sharing with multiple people
    • Continue booking rooms