Great services with lower cost

Service Design For
RMIT Makerspace

用最少的钱做最好的服务

RMIT 众创空间服务设计方案

 

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Brief Introduction

RMIT Makerspace wants to improve service quality. By observing, interviewing, comparing services to other makerspace, and reviewing feedback from the users, the background research draws attention to the fact that RMIT Makerspace lacks good service from the staff and booking system. In particular, staff does not have time to help everyone. The possible solution will be to rearrange the current budget to improve the service quality.

This proposal uses several service design tools to analyze the current RMIT Makerspace service, such as business model canvas, customer lifecycle maps, persona, customer journey map, service blueprints, etc. It shows that the priority of Makerspace is building online booking services that help user booking machines, workshops, and learning. Then arrange enough seminars for different groups of users to explore or finish their projects.

The significant areas of weakness require further investigation and remedial action. Recommendations discussed include:

• New service by improving the online booking system and tutorial.
  
• New staffing strategy by hiring student assistants.
  
• New workshop management for serving users with different motivations.
  
• Some activities and ideas to collect money.

By applying this service design proposal, RMIT can use the same budget to provide a better service.

RMIT 创客空间希望提升服务质量，所以我们通过观察、访谈、与其他众创空间的服务比较，以及对用户反馈的回顾，发现了 RMIT 众创空间在员工和预订系统方面缺乏良好的服务的问题，特别是工作人员没有时间去帮助每个人。通过使用不同的服务设计思考工具，我们提出的解决方案是重新安排目前的预算到关键的服务点上，提高服务质量的同时也维持了现在的预算。

该方案使用了一些服务设计工具来分析当前 RMIT 创客空间服务，如商业模型画布、客户生命周期图、用户画像、客户旅程图、服务蓝图等。发现创客空间的优先任务是建立一套完整的预订服务流程，帮助用户预订机器和学习。然后为不同的用户组安排专门的工作坊来探索或完成他们的项目。

最终我们提出的建议包括:

• 完善网上预订系统和教程的新服务流程。
  
• 招聘学生助理的新人事策略。
  
• 为不同动机的用户提供新的车间管理。
  
• 一些筹集资金的活动和想法。

通过应用此服务设计建议，RMIT可以使用相同的预算来提供更好的服务。

Old service process.

New service process for people who want to “have fun”.

New service for people who need to make their projects.

We use storyboards to describe research results and communicate service design concepts. Green part is to simulate the original guest room inside the problems and difficulties, yellow and blue are for two different people to design two kinds of service process and the way of simulation.

我们通过故事板的形式叙述调研结果和传达服务设计概念。 绿色部分是模拟了原来创客空间里面遇到的问题和困难，黄色和蓝色部分是针对两种不同的人群设计的两种服务流程与方式的模拟。

Step1 

Makerspace Research & Analysis 调研分析

Through the visit and analysis and comparison, we found that the difference in the volume and capital of the two maker Spaces leads to the gap in their services. However, due to their different belonging, they attach different importance to service design. Government-run maker Spaces are less experimental and less focused on service design than schools.

Our final design direction, 📌, is that how to use the current funding to help RMIT Maker space build a more user-friendly service.

通过走访和分析对比，发现两个创客空间在体量和资金上的悬殊导致了其服务的差距。然而，其性质的不同导致它们各自对服务设计的重视态度不一样。政府负责的创客空间在服务设计上重视程度不像学校里面那么有实验性和重视。

最终我们的设计方向 📌 定为怎样运用当前的资金帮助 RMIT 创客空间建立更具人性化的服务。

Step2 

Idea generation & Prototyping 想法生成与原型设计

Through early observation, we still use user portrait, business map and consumer life cycle to better find the creative point when the idea comes into being.

Finally, we used customer portraits to design the service process, activity planning and online booking process, and replanned the task assignment and activity arrangement of staff. We also offers some possible ways to raise money yourself.

通过前期的观察，在创意发想的时候我们还是用了用户画像，商业地图和消费者生命周期来更好的找到创意点。

最终我们运用客户画像生成的两种典型人群设计了服务流程，活动规划与线上预约流程，并重新规划了职员的任务分配以及活动安排。提供了一些可能的资金筹集办法。

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