EMPATHY MAP LAUNDRY AT THE CDM

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1 THINK AND FEEL What really counts Major preoccupations Worries and aspirations EMPATHY MAP LAUNDRY AT THE CDM What does the customer... Doing the laundry takes time. Doing laundry is boring. They have to do it, it's not a choice, unless they can pay someone to do it for them. Concerned about accidentally using the dryer instead of the washer. Concerned about whether there's a machine available. Concerned about integrity of their clothes. Concerned about the machine ruining their clothes. Concerned if they have enough money for the laundry. They wish it could be faster. They want to know when the machine is available without having them to check it again and again. They want to know exactly when the washing/drying is done. They want to know how much money they already have in the card(if they have to recharge it). They don't want to lose any clothes in the washer or the dryer. HEAR What friends say What boss says What influencers say They don't like to it. It takes a lot of their time. It's a pain to do it because all the machines are different. They don't like charging the laundry card because it can only be recharged by a credit card and the process is not simple enough.

2 SAY AND DO Attitude in public Appearance Behaviour towards others People are usually anxious while doing laundry. They go back and forth to check if the machine is available or if the laundry is done. Sometimes the machine is out of order and people don't know until they put their clothes and detergent in it, only to see it not start. Nobody likes to call the customer care and go through all the options just to report something that is not working. People sometimes get angry if others forget to take out their laundry. People will remove your clothes from the machine if they think you forgot them there. SEE Environment Friends What the market offers They see other people that are also usually frustrated for doing laundry. There're a bunch of machines and you can't tell which one is busy and which one is free unless you check each one of them. They're all the same colour. The card slot is in the middle of both machines. The instructions are there, but in small and kind of hard to read font. PAIN Fears Frustrations Obstacles People fear that they will forget to take out their laundry in time. People fear that someone will steal their clothes. People fear that the machine will accept the payment and you won't be able to do laundry. People add credit to the dryer by mistake. People need to go the machine located near the laundry room in order to check how much money they still have in their laundry cards. If a person uses an international credit card, he'll also have to pay for the exchange fees. New debit/credit cards are not accepted.

3 GAIN Wants/needs Measures of success and obstacles A better and simpler design that is accessible and can be used as an industry standard for public places. Lock the machine to keep the clothes safe. Alert when it's done. A better and easy way to manage your laundry from afar and have a unified payment system.

4 VALUE PROPOSITION CANVAS PRODUCT 1 APP BENEFITS An app that manages the whole experience of doing laundry. A smart integrated system that connects the machines and the smartphones with internet. For people who do not have smartphones, a text message system can be arranged. A unified payment method integrated in the app that can be used to pay from the major wallet services or VISA and MasterCard. FEATURES Integrated payment service. Alerts : when laundry is completed, which machine is free to use, which machine is out or service, etc. Have a report button that will help the person to report any downtimes or maintenance problems. Keeps track of who used which machine, to prevent loss of clothes or misuse. NFC integrated machines that can be used by a single tap of the phone.(nfc cards for people not having NFC enabled phones) The app provides the user with tips on how to wash different type of clothes and what the optimal settings would be for the current lot inside the machine. A small social integration, so you can post about lost clothes. A queue system on the glass door. EXPERIENCE An overhaul in technology when compared to the current laundry system, which would provide users with less pains and faster and optimal laundry times. A easy to use design that would help people with their laundry experience. PRODUCT 2 STICKERS BENEFITS

5 Cheap Provides guidance Can be done with current machines. FEATURES A big number 1 in blue for the washer and a number 2 in red for the dryer. Same color coded covers with instructions for the washer and the dryer. More readable (bigger fonts and more separated) steps to guide the user. Use the glass door as a status display. EXPERIENCE People will not mistake one machine for another when adding credits. The status display will tell which machines are being used and by whom, so those outside don't have to go in to check it. They can ask the person who's using it to let them know once it's done. There could be a queue in the glass door. Forgotten clothes will be returned by those with good hearts. PRODUCT 3 PAYMENT WEB APP: LAUNDRYPAY BENEFITS Faster recharge process Less back and forth More ways to pay FEATURES Integrated payment system with credit and debit card from Visa, Mastercard and American Express Online payment option with Interac or PayPal Option to save favorite payment method for future usage User's account is linked to user's laundry card Only needs to be used when the machine needs to be started Check your laundry card's balance Mobile support for on the fly recharge One click recharge EXPERIENCE Users can easily recharge their cards Users can choose between different payment methods Users can save their favorite payment method Users will be less likely to lose their money if they put the laundry card in the wrong slot

6 SUBSTITUTES Secondsteptorecharge Currentwebsite Backandforth Cardsborrowed ATTACHMENTS

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