Service Design - Parking Services

AUS Parking Service
Rolla Hammoud
Nada Naji
Aya Harb
Sarah Al- Hamawi
Phase 1
AUS Parking Service
Rolla Hammoud
Nada Naji
Aya Harb
Sarah Al- Hamawi
Phase 1
The Customer
Students
External Internal Visitors/Alumni
Faculty
Public Relations
Finance Department
Campus Development
IT Department
Students
Needs
Expectations
Ie ri jerlirj
To get parking stickers
Find parking quickly, easily,
at convenient location, & at all hours.
Get parking stickers quickly and easily
Register their cars online
Get parking stickers online
Digitally locate parking ahead of time
Automate stickers/cards
Finding parking I paid for
Finding parking near my classes
Getting to classes on time
Ie |e irlermei el er re: | lere
Ie :|ill ri jeii jerlirj el|er lerj te:
Wishes
Faculty
Needs
Expectations
Ie ri jerlirj e| |leir telleje
To get parking stickers
Find parking quickly, easily,
near college, & at all hours.
Reserved/underground parking
External transport service at parking
Online registration for stickers
Information of holds/renewals through email
Faculty parking is to be used by faculty only
To get to my lectures on time
Ie |e irlermei el er re:/rerewel: | lere/reei
Wishes
The Customer
Students
External Internal Visitors/Alumni
Faculty
Public Relations
Finance Department
Campus Development
IT Department
Visitors
Needs
Expectations
Ie ri jerlirj
To attend events
Ie ee:il ri ri:i|er: jerlirj [ee:il merlei]
To have a guide displaying nearest visitors
parking to their events
Designated parking available for guests near the location
of the event
Attending the event on time
To be informed of where visitors are allowed to park
[Ne :ettri| |e irlerm |lem |t| tetli :|ill je| rei]
Wishes
Internal
Needs
Expectations
Work the system easily, and manage the number of parking
with the number of students/faculty/visitors
Coordination between all departments
User-friendly system
Automate paperwork
Shorter ques and shorter process
Updated database
Working equipment
Students are informed of requirments of the system/process
'|tier|: ere e|le |e ri jerlirj :je|:
The number of pre-paid issued are equal to the number of parking
spots available
Wishes
Research
Students Visitors Faculty PR IT
Parking Observations
3 Interviews
Parking Observations
1 Interview
One-on-One Interview
1 Interview
Observed card Issueing process
1 Interview
One-on-One Interview,
Krierj el |le ::|em
Students
After 5 p.m.
NAAB
7 Interviews
After 5 p.m.
NAAB
2 p.m.
CAAD
1 p.m.
Research
Students
CAAD
11 a.m.
SBM/
Student Center
9:45 a.m.
Free Parking
11 a.m.
SBM/
Student Center
1 p.m.
CAAD
9:45 a.m.
Free Parking
Visitors
After 6 p.m.
Behind SBM
Research
Visitors
After 6 p.m.
Behind SBM
User Journey
Touchpoints Student Scenario 1
Paperworl [PK]
Cashier
Public Relation: [Database]
Security
Pre paid
Free
Visitors
Online [Email/Banner]
Car Sticker
Breakpoints
Illegal Parking
Fine
Uninformed of fines
User Journey
Touchpoints Students Scenario 2
Paperworl [PK]
Cashier
Security
Pre paid
Free
Visitors
Car Sticker
Breakpoints
Illegal parking
Fine
Uninformed of fines
User Journey
Touchpoints Faculty
Paperworl [PK]
Cashier
Security
Pre paid
Free
Visitors
Car Sticker
Breakpoints
No spots, or too far
Uninformed of fines
User Journey
Touchpoints Visitor
Paperworl [PK]
Cashier
Security
Pre paid
Free
Visitors
Car Sticker
Breakpoints
Dont know location
Reason for visit
Get fined, but cannot pay fine.
Public Relations
Wanted dorm parking
Had to give up her prepaid parking
Cetlir| lere |e|l
Needs to give back her pre-paid card
We:r| ewere
Got rid of it
Fill forms
|e re
Come back for dorm card
Public Relations
Wanted dorm parking
Had to give up her prepaid parking
Cetlir| lere |e|l
Needs to give back her pre-paid card
We:r| ewere
Got rid of it
Fill forms
|e re
Come back for dorm card
Faculty
Faculty parking is located too far
Professor have many equipment to carry
e| rei ler jerlirj wi|lir |le eree el C//9
Ne| irlermei el rerewel: |le reei |e mele, er re: |le lere
Only SBM faculty get underground reserved parking
|e|e |e tle:: wler i|: leri |e ri jerlirj
|ettl| ier| je ler jerlirj
Registration is the same for students and faculty
/l|er IJ.JJ i|: iilttl| |e ri jerlirj
Students are parking in faculty spots
Problems
Lack of available parking
More pre-paid cards issued the spots available
Process of issueing cards is too lorj, and lacks guarantee
Students pay for paid parking but are still forced to park in free
Students and faculty are prone to being late due to parking issues
Students are unaware of the registration process
Faculty do not have designated spots near their colleges
People park illegaly
\i:i|er: ri i| iilttl| |e lete|e ri:i|er: jerlirj/trewere wlere i| i:
Service Ecology
|rete:: [|K]
Present ID Enter into system License&Registrations Violations System Issue cards with barcode Deduct payment from student accounts
System Used - Banner
Parking Spots
Free
1248
|eii [:|tier|:, lettl|, :|ell]
1034
Faculty & Events
131
|ir:| teme, r:| :erre
Prepaid Cards Issued
Cards issued this year
755
Number of cards each year
Number of students
Merge parkings
Double level parkings
Service Ecology
9ejermer| irtlerje el ierelejirj jerlirj :errite: & tirj jerlirj jre|lem i:
CAMPUS DEVELOPMENT
Managing Visitors
Average number of visitors at AUS per semester is unknown, not constant
\i:i|er: ere rei il jerlei e| jrejeii jerlirj
Unregistered cars
Cerre| je, re i: tertellei
Alumni are permitted to park pre-paid upon showing ID Not considered when issueing cards
Daily Complaints Not enough pre-paid parking for students
Dorm Parking
Either pre-paid or dorm, noth both Allocate space
Public transport
Improvements
Eliminate Forms Charge to accounts directly Pay-on-spot system Automate process No need for ques/waiting Banner payment
Digital barcode/
pickup cards
Service Ecology
IT Department Violation System
Kerrer 9e|e|e:e [|K, /imir, |irerte]
Database
Maintnance and Development
Large capacity, not to damage system
|I 9ejer|mer| [|r|errel]
Violation system
herileli ierite: [leili :ettri|] Scan barcodes for illegal parking
Owner and car information Fine is printed, placed on windsheild
No email/notifcation sent to owner
Wireless/3G/4G sycnronization with banner system
User friendly screens - drop down menus/options
Maintnance system
Work Schedules
Work order sent to assigned employee through personalized handheld device informing of job and location
Check off after completion Syncs to system
AUS Parking Service
Rolla Hammoud
Nada Naji
Aya Harb
Sarah Al- Hamawi
Phase 2
AUS Parking Service
Rolla Hammoud
Nada Naji
Aya Harb
Sarah Al- Hamawi
Phase 2
/lri| Cler|
Location
Mindset
\i:i|er:
/::ijrei jerlirj :je|: ler |le re:| el |le :eme:|er
Design Ideas |tijmer|:
Fines
|ettl|
Process
rlire reji:|re|ier ler ter: :imiler |e tetr:e reji:|re|ier er Kerrer
|9 :terrer irlrer| el jerlirj er|rerte |e elimire|e reei ler eli :ettri|
Celleje tt:|emitei teri: mere etjer:ire ell telleje teri:
Cer | jerl erwlere! \i:i|er
| Cer jerl ir jrejeii e: e jreite|e. /ltmri
\i:i|er: terre| ri |le rijl| jerlirj
\i:i|er: terre| je re: |etet:e |leir ter: ere trreji:|erei
Ile r:| |ime | teme |e /U' | tetlir| ri |le rijl| jlete |e jerl \i:i|er
\i:i|er: terre| lete|e jerlirj
Ketire: meir|ererte
All services use hand held devices
|tijmer| reei: |e |e t:erlrieril |etet:e el limi|ei :lill:
|erje tejeti| |e re| iemeje ::|em
Wirele:: i: t:ei |e :rt lerileli ierite: wi|l |le ::|em
'|tier|: erer| emeilei e|et| re:/rerewel:
|ettl| i: trirlermei el rerewel:
|ire: ler jerlirj tle:e |e C//9
'|tier|: jerl ir lettl| :je|:
| lere |ee mer |lirj: |e terr |ettl|
|ettl| ie re| lere ie:ijre|ei :je|:
|ettl| jerlirj i: ler
|ettl| lii: t:e lettl| jerlirj teri:
|ettl| iee:r| je ler jerlirj
Keirj le|e |e tle:: i: el:e er i::te ler lettl|
|rer|lirj ir lirlei |e Kerrer |I
Cerre| lere mere |ler Z lerel jerlirj / |tiliirj:
Ile jrete:: el i::tirj teri: i: |ee lerj
'|tier|: ere re| ewere el |le reji:|re|ier jrete::
|etl el temmtrite|ier |e|weer iejer|mer|: irrelrei
Urrete::er :|ej Ce:lier
|rete:: el je||irj ejjrerel: ler imjreremer|: i: iilttl|
|erlirj i: jer| el |le \iele|ier ::|em
Keji:|re|ier jrete:: i: |le :eme ler lettl| eri :|tier|:
Long queues
'|tier|:
|i re|ler jerl illejell |ler |e le|e |e tle:: '|tier|
| wetli lile e jtrer|ee |le| | ter jerl ret| |e m :tleel '|tier|
| lere |eer ZJ mirt|e: le|e |e tle:: |etet:e el jerlirj '|tier|
Iet ter| lere |e|l 9erm eri jrejeii
| wetli lile m ewr jerlirj :je| '|tier|
| ier| je| re|ite|ier: e|et| rerewel: '|tier|
'|tier| |le| je ler jrejeii jerlirj, :eme|ime: jerl ir lree
| jeii ler jerlirj | relt:e |e jerl ir lree jerlirj. '|tier|
'|tier|: & lettl| ere le|e
Spaces
|imi|ei :jete:
ere :|tier|: |ler jerlirj :jete:
ere teri: i::tei |ler jerlirj :jete: ereile|le
/l|er IJ.JJ / i|: iilttl| |e ri jeii jerlirj
Ideas
Kreeljeir|:
|r:ijl|
'|e|emer|: Problems
/lri| Cler|
\i:i|er:
/::ijrei jerlirj :je|: ler |le re:| el |le :eme:|er
Design Ideas |tijmer|:
Fines
|ettl|
Process
rlire reji:|re|ier ler ter: :imiler |e tetr:e reji:|re|ier er Kerrer
|9 :terrer irlrer| el jerlirj er|rerte |e elimire|e reei ler eli :ettri|
Celleje tt:|emitei teri: mere etjer:ire ell telleje teri:
Cer | jerl erwlere! \i:i|er
| Cer jerl ir jrejeii e: e jreite|e. /ltmri
\i:i|er: terre| ri |le rijl| jerlirj
\i:i|er: terre| je re: |etet:e |leir ter: ere trreji:|erei
Ile r:| |ime | teme |e /U' | tetlir| ri |le rijl| jlete |e jerl \i:i|er
\i:i|er: terre| lete|e jerlirj
Ketire: meir|ererte
All services use hand held devices
|tijmer| reei: |e |e t:erlrieril |etet:e el limi|ei :lill:
|erje tejeti| |e re| iemeje ::|em
Wirele:: i: t:ei |e :rt lerileli ierite: wi|l |le ::|em
'|tier|: erer| emeilei e|et| re:/rerewel:
|ettl| i: trirlermei el rerewel:
|ire: ler jerlirj tle:e |e C//9
'|tier|: jerl ir lettl| :je|:
| lere |ee mer |lirj: |e terr |ettl|
|ettl| ie re| lere ie:ijre|ei :je|:
|ettl| jerlirj i: ler
|ettl| lii: t:e lettl| jerlirj teri:
|ettl| iee:r| je ler jerlirj
Keirj le|e |e tle:: i: el:e er i::te ler lettl|
|rer|lirj ir lirlei |e Kerrer |I
Cerre| lere mere |ler Z lerel jerlirj / |tiliirj:
Ile jrete:: el i::tirj teri: i: |ee lerj
'|tier|: ere re| ewere el |le reji:|re|ier jrete::
|etl el temmtrite|ier |e|weer iejer|mer|: irrelrei
Urrete::er :|ej Ce:lier
|rete:: el je||irj ejjrerel: ler imjreremer|: i: iilttl|
|erlirj i: jer| el |le \iele|ier ::|em
Keji:|re|ier jrete:: i: |le :eme ler lettl| eri :|tier|:
Long queues
'|tier|:
|i re|ler jerl illejell |ler |e le|e |e tle:: '|tier|
| wetli lile e jtrer|ee |le| | ter jerl ret| |e m :tleel '|tier|
| lere |eer ZJ mirt|e: le|e |e tle:: |etet:e el jerlirj '|tier|
Iet ter| lere |e|l 9erm eri jrejeii
| wetli lile m ewr jerlirj :je| '|tier|
| ier| je| re|ite|ier: e|et| rerewel: '|tier|
'|tier| |le| je ler jrejeii jerlirj, :eme|ime: jerl ir lree
| jeii ler jerlirj | relt:e |e jerl ir lree jerlirj. '|tier|
'|tier|: & lettl| ere le|e
Spaces
|imi|ei :jete:
ere :|tier|: |ler jerlirj :jete:
ere teri: i::tei |ler jerlirj :jete: ereile|le
/l|er IJ.JJ / i|: iilttl| |e ri jeii jerlirj
Ideas
Kreeljeir|:
|r:ijl|
'|e|emer|: Problems

Location

Need for Parking
Orientation
Location
Satisfaction of service
Mindset
Mind Set
Location
Need for Parking
Orientation
Location Location
Satisfaction of service
Mindset
Mind Set
Personas Scale
|riillerer|
'errite rier|ei
General
9i::e|i:ei
|e:e rier|ei
Nete::i|
|rite rier|ei
'jetit
'e|i:ei
heri:lij rier|ei
User 1
User 2
User 3
User 4
User 5
User 6
User 7
User 8
User 9
User 10
User 11
User 12
User 13
Primary Persona
Secondary Persona
Ier|ier |er:ere
'|tier|: \i:i|er: |ettl|
,&,7,IJ,II,IZ,IJ 1,S,
I,Z,J
Personas
Primary Persona
FATIMA

Fatima is a CAAD student that is very punctual, lives off campus in Dubai and usually has a lot of things to carry
to class such as models and materials she uses. As a CAAD student Fatima tends to be very busy and
overloaded with work. Her classes are also fairly long and take up most of her day. Because of this, Fatima
rarely has time to go get her car registered, and the long cues dont help. The first time she went through the
registration process the line was so long, it was too late to get a sticker. When she did get her car registered, she
was still severely frustrated because her parking spot was never guaranteed. Fatima has been in the situation
where she was 20 minutes late for class because she was unable to find a parking spot. Her class timings are
usually at peak hours when the parking lot is full. She does not want to park in free parking because she insists
that she paid for the service, and demands to make use of it. Also, parking far away is not an option. Thus, she
would like to have a secure parking spot because, as she paid for the service and requires it to be efficient.
Profile
AGE: 20
OCCUPATION: student
MAJOR: Architecture
PARKING TIMINGS: 10 am - 12 am
Characteristics
- Parking at a convenient location is important
- Doesnt have time to go through the registration process
- Usually carries lots of materials
- Gets frustrated when she cant find a parking slot
- Makes use of all the services the university provides in order to have a secure parking slot
Goals
Registering her car easily and conveniently
Getting to class on time
Finding a convenient parking spot
Being able to use the service efficiently
I want to be able to get my car registed easly without all the hassle and
use the service I paid for!
Behaviours
Parking seen as a necessity
Service - Oriented
Specific Location
Dissatisfied w/Service
Easy mindset
Personas
Secondary Persona
AHMAD

Ahmed is an SBA student that lives in Sharjah, and has a short drive from home to university. As a business stu-
dent, he tends to have classes all over campus, and so its not really relevant for him where he parks. At times he
would switch from one parking lot to another depending on where his class is. However, he does register for
paid parking because it is still closer to his classes and to the student center, and so he wouldnt need to walk so
far when he commutes from one class to another, and one parking lot to another. Because he insists on paid
parking, hes willing to wait for hours in line in order to register his car. Similarly, hes willing to spend hours
going around until he finds a spot in paid parking. Missing class as a result is irrelevant to him.
Profile
AGE: 22
OCCUPATION: student
MAJOR: Management
PARKING TIMINGS: 8 am - 12 pm
Characteristics
- Parking location changes constantly depending on his classes
- Moves from one parking lot to another regularly
- Willing to waste time looking for pre-paid parking
- Willing to pay a certain amount for the serive
- Willing to stand in line for pre-paid parking
Goals
To get a parking spot that is closest to his class at that time
I dont care where I park, as long as it close to my classes!
Behaviours
Parking not a nessecity
Price and Service oriented
Location is general
Satisfaction is neutral
Hardship oriented mindset
Personas Ier|ier |er:ere
Corraly
Corraly is an international MCM student at AUS, living in dorms. Because she lives in dorms, Corraly cannot
register her car for pre-paid parking. Because she finds the bus service at AUS inefficient, particularly due to the
inefficiency of rotations, she is forced to walk to class. This is frustrating for he because she has a lot of equip-
ment and projects to carry to class throughout the year, and the hot summer weather doesnt help either. Shes
tried to solve this problem by parking in free parking, however the distance was just as long. Price is an issue for
Corraly and she is not willing to pay a lot of money for any type of service on top of the tuition she already
pays.
Profile
AGE: 19
OCCUPATION: student
MAJOR: Advertising
PARKING TIMINGS: 10 am - 5 pm
Characteristics
- Has a lot of equipment to carry under the heat
- Cannot register for pre-paid parking
- Finds bus services very inefficient
- The price shes willing to pay is limited
Goals
To get to class easily
To avoid walking in the heat
I want to get to my classes without walking through the summer heat!
Behaviours
Need for parking is neutral
Price oriented
Location is neutral
Dissatisfied with the service
Mind set is neutral
Needs
|tjet|e|ier:
Ie je| jerlirj :|itler:
Ie ri jerlirj
|iri jerlirj titll, ee:il, e| terrerier| lete|ier, & e| ell letr:.
e| jerlirj :|itler: titll eri ee:il
Keji:|er |leir ter: erlire
e| jerlirj :|itler: erlire
9iji|ell lete|e jerlirj eleei el |ime
/t|eme|e :|itler:/teri:
/l|erre|ire :errite eret|errel |rer:jer| :errite |e je||irj |e tle::
/ jtiie ii:jleirj reere:| ri:i|er: jerlirj
Ke:errei jerlirj ler lettl|
Ie |e irlermei el ell leli:&rerewel: |lretjl emeil
|iriirj jerlirj | jeii ler
|iriirj jerlirj reer m tle::e:
e||irj |e tle::e: er |ime
Ie |e irlermei el er re: | lere
Ie :|ill ri jeii jerlirj el|er lerj te:
Wishes
|ettl| jerlirj i: |e |e t:ei | lettl| erl
Ie je| |e m let|tre: er |ime
9e:ijre|ei jerlirj ereile|le ler jte:|: reer |le lete|ier
el |le erer|
/||eriirj |le erer| er |ime
Ie |e irlermei el wlere ri:i|er: ere ellewei |e jerl
[Ne :ettri| |e irlerm |lem |t| tetli :|ill je| rei]
|r|errel
Needs
|tjet|e|ier:
Werl |le ::|em ee:il
Ie mereje |le rtm|er el jerlirj :je|: wi|l |le rtm|er el :|tier|:/lettl|/ri:i|er:
Ie ie|ermire lew mer :|tier|: jerl e| e :jetiei |ime eri lete|ier
Ie i::te teri: |e :|tier|: eri leej |retl el reji:|erei ter:
Ie |retl riele|ier:
/t|eme|e jejerwerl
'ler|er tte: eri :ler|er jrete::
Ceeriire|ier |e|weer ell iejer|mer|:
U:erlrieril ::|em
/t|eme|itell retiere irjt| er jerlirj irlerme|ier
Ceeriire|e eri mereje riele|ier: erlire
Ujie|ei ie|e|e:e
Werlirj etijmer|
'|tier|: ere irlermei el retirmer|: el |le ::|em/jrete::
'|tier|: ere e|le |e ri jerlirj :je|:
Ile rtm|er el jrejeii i::tei ere etel |e |le rtm|er el jerlirj
:je|: ereile|le
Wishes
Cer:tmer:
Needs
|t|errel
Ct:|emer:
9e:ijr Kriel
Clellerje
/r trrete::eril lerj eri iilttl| jrete:: el reji:|erirj ter: eri i::tirj |itle|:, |le| le: e reje|ire imjet| er |e|l et|errel eri
ir|errel tt:|emer:
Goal
Ie tree|e e mere eltier| eri ellet|ire :errite ler |le ter reji:|re|ier jrete::. |r |li: we, we will elimire|e :ererel jl:itel :|ej: retirei | |le
ttrrer| jrete::.
|rejet| t|teme:
/r et|eme|ei :errite |le| ellew: :|tier|: eri lettl| |e jtrtle:e |leir jerlirj :|itler: eri reji:|er |leir ter irlerme|ier |lretjl |errer. Kerrer will
iiret|l :rt |li: irlerme|ier |e |le riele|ier ::|em.
Ke|l ir|errel eri et|errel tt:|emer: will |ere| lrem |li: rew :errite e: i| elimire|e: le::le, te:, lerm:, jejerwerl, e|t. eri tree|e: e mere eltier|
service
Cer:|reir|:
U:er :lill: ere limi|ei. Ile :errite mt:| |e t:erlrieril, i| :letli ietree:e lrt:|re|ier re| irtree:e i|.
9e:ijr Kriel
Clellerje
/r trrete::eril lerj eri iilttl| jrete:: el reji:|erirj ter: eri i::tirj |itle|:, |le| le: e reje|ire imjet| er |e|l et|errel eri
ir|errel tt:|emer:
Goal
Ie tree|e e mere eltier| eri ellet|ire :errite ler |le ter reji:|re|ier jrete::. |r |li: we, we will elimire|e :ererel jl:itel :|ej: retirei | |le
ttrrer| jrete::.
|rejet| t|teme:
/r et|eme|ei :errite |le| ellew: :|tier|: eri lettl| |e jtrtle:e |leir jerlirj :|itler: eri reji:|er |leir ter irlerme|ier |lretjl |errer. Kerrer will
iiret|l :rt |li: irlerme|ier |e |le riele|ier ::|em.
Ke|l ir|errel eri et|errel tt:|emer: will |ere| lrem |li: rew :errite e: i| elimire|e: le::le, te:, lerm:, jejerwerl, e|t. eri tree|e: e mere eltier|
service
Cer:|reir|:
U:er :lill: ere limi|ei. Ile :errite mt:| |e t:erlrieril, i| :letli ietree:e lrt:|re|ier re| irtree:e i|.
9e:ijr Kriel
Wle| |e etr tt:|emer: reei/wer|!
Ile jrete:: el reji:|erirj ter: eri reteirirj ter :|itler: i: |ee lerj eri ter:i:|: er mer lrt:|re|irj, e| trrete::er, :|ej:.
Ilt:, ir erier ler etr tt:|emer: |e ltlll |leir reei: [je| jerlirj :|itler: eri jerl |leir ter:] |le mt:| je |lretjl |li: jrete::.
hewerer, wle| |le reell wer| i: |e |e e|le |e reji:|er |leir ter: lrem wlererer |le ere, eri ereii |le le::le el tte: eri jejerwerl.
Ilt:, ter:iierirj |le| |le riele|ier ::|em [jerlirj ::|em] i: iiret|l :rtei wi|l |errer, eri |le| ir|errel tt:|emer: [|K iejer|mer|]
reji:|er :|tier|: ler jrejeii jerlirj |lretjl |errer, eri ellet|ire :elt|ier |e :e|i:l |e|l |leir reei: eri wi:le: wetli |e |e retree|e
|le :errite el reji:|erirj ler jerlirj |e er erlire er [|lretjl |errer]. Ili: et|eme|e: ell jejerwerl eri :|ej:, elimire|e: mer
trre::ere :|ej:, eri :elre: |le jre|lem el ter reji:|re|ier.
Ili: :errite wetli el:e elimer|e |le reei ler ter :|itler:. |r:|eei, :|tier|
|9 |erteie: [el:e iiret|l :rtei |e |errer] will |e t:ei |e rejlete ter :|itler:. |r |li: we, :|tier|: wetli |e e|le |e :imjl :wije |leir
teri: e| |le jerlirj er|rerte, eri er|er |le :terrer. Ili: :errite wetli elimire|e e|ler jerlirj riele|ier: e: well, e: erl |le:e wi|l
ette:: [|le:e wle jtrtle:ei/reji:|erei] wetli |e ellewei |e er|er.
Ile :errite ter |e jererel eri ellew ell :|tier|: wi|l jrejeii jerlirj |e er|er, er mere :jetit, retireirj :|tier|: |e :jetilt |le telleje
ler wlitl |le wi:l |e jtrtle:e jerlirj. 'ttl ie|eil: will |e ii:tt::ei le|er, ir |le ret| jle:e: el |le :errite ierelejmer| jrete::.
9e:ijr Kriel
Wle| ie ierm :|tier|: wer|!
9erm :|tier|:, lewerer, terre| |ere| lrem jrejeii jerlirj. Ile ter |ere| lrem |li: :errite | reji:|erirj ler ierm jerlirj. hewerer, |le
:|ill reei er el|erre|ire we |e je| |e tle::. Ilere le: elreei |eer e |t: re|e|ier ::|em e:|e|li:lei |e jitl tj ierm :|tier|: eri |ele |lem |e
|leir tle::e:. hewerer, |li: ::|em i: jre|leme|it eri re|e|ier: ie re| teeriire|e wi|l |le :|tier|: retirei |imirj:. Ilt:, ei|ler |li: re|e|ier
::|em reei: |e |e imjrerei, er er el|erre|ire ::|em ierelejei ir erier |e :e|i:l |le:e tt:|emer: reei:. |er etemjle, e rew |ile :errite
ter |e ierelejei ler :|tier|: er temjt:, er e jeli ter| :errite, e|t.
Wle| ie |r|errel tt:|emer: reei/wer|!
|r|errel tt:|emer: ter el:e |ere| lrem |li: ::|em. |r|errel tt:|emer: meir reei: ere |e reji:|er :|tier|: ler |leir jerlirj ee:il, eri ereii e
le| el jejerwerl. Ili: et|eme|ei reji:|re|ier ::|em/erlire reji:|re|ier ::|em will temjle|el elimire|e ell jejerwerl retirei ler ir|errel
tt:|emer: |e ieel wi|l. Kerrer reji:|re|ier et|eme|itell :rt: |e |le riele|ier ::|em. Ilt:, ir|errel tt:|emer: will erl |e retirei |e leej |retl
el |le |e|el rtm|er el reji:|erei :|tier|:, eri |e meir|eir |le riele|ier ::|em [lewerer, |lere will |e e reei ler ir|errel tt:|emer: |e eii |li:
:errite |e |errer, irlerm :|tier|:, mele :tre |le :errite i: t:erlrieril, eri irtree:e meir|ererte].
/l:e, ere|ler |lirj ir|errel tt:|emer: retire i: |e leej |retl el |le rtm|er el :|tier|: jerlirj e| :jetit |ime: eri lete|ier:. K tree|irj
et|eme|ei ette:: teri:, ir|errel tt:|emer: will |e e|le |e leej |retl el |le rtm|er el :|tier|: |le| :wijei ir eri et| el |le jerlirj le|:
e| :ejere|e |ime ir|errel:. Ili: will lelj ir|errel tt:|emer: |e||er e:|ime|e jeel |ime: eri ererKew:. |l, ler etemjle, |lere :eem: |e |e mere
jerlirj iemeriei |eliri C//9 |ler |eliri N//K, |ler i|: je::i|le |le| ltr|ler :errite imjreremer|: mt:| |e iere |e etjeri |le rtm|er el
:le|: ereile|le ir |le lt|tre. Ili: i: jt:| er etemjle el lew leejirj |retl el :|tier| jerlirj le|i|: ter lelj |e||er e:|ime|e irrer|er reeiei.
AUS Parking Service
Rolla Hammoud
Nada Naji
Aya Harb
Sarah Al- Hamawi
Phase 3
AUS Parking Service
Rolla Hammoud
Nada Naji
Aya Harb
Sarah Al- Hamawi
Phase 3
Service Concept
Primary Needs
Secondary Needs
Core Service
Supporting Service
For students to get
parking spots at the
university
Reduce time
searching for
spots
Online Car
Registration
Spots near
prefered
college
As a way to satisfy all secondary needs for our
customers, the supporting service is developed into
three services that syncornize with one another.
Banner will develop as new means for registering for
parking services at the university. It will allow
students to register their cars, pay for their service,
and access parking without the use of stickers.
Banner automatically syncs registration to the AUS
ID barcode, allowing students to swipe their IDs for
access into parking lots. This will allow for fruther
development of the service, as it will keep an
invetory of how many students accessed each
lete|ier e| e jeir| el |ime. hewerer, eli :ettri|
will not be eliminated, but rather they will be
equipped with backup access devices incase of any
technical failures.
If a student purchases a new car, or changes their
license number, they will be able to use this service
to update their information.
The Bike Rental Service is developed for students on
campus who live dorms, do not drive, or park in free
parking. Similar to the car registration system that is
developed, registration for this service will be on
banner. Students may park their car anywhere on
campus, and use the Bike service to navigate
through campus easily, quickly, while avoiding
summer heat.
The phone application is synced to both services. This
app allows students to easily locate available
jerlirj :je|: |lretjl :er:er:. Ile ejj el:e re|ie:
ell :|tier|: el er re: eri rerewel: |le me
have. Finally, it will materialize the service, allowing
students to collect points, and recieve discounts on
their next registration.
Locator -
Parking
&Bike Rail
Register
Car for
Parking
Gurantee a spot
everytime
Banner Car
Registration
Service
/ mere eltier|
way to get to
class
Phone Application
Bike Rental
Service
Online
payments
Access: ID
Barcode
Scanner
Collect
Points&
Discounts
Ne|ite|ier:
Upgrades&
Updates
Ne|ite|ier: ler
re:&rerewel:
Update
Registration
Online
IT Maintance
PR&Security
Line of Visibility
Students can navigate through the service freely, however they are unaware of the
backend service that is required.
Finance
Campus Development
Suppliers
Partners
Installers
Service Process
Internal Customers
PR + Security
Finance
Campus Development
IT department
Coordinating
wi|l rerte ler
payment
Giving access to
students/faculty ID
Updating
regestrations and
violation systems
Developing new
registration
system
Violation
system
Inventory
system
Banner
Approving and
implementing new
service for parking
Cerrme|ier
emails/Violation
emails/renewal
emails
Maintenance
system
Linking app to
banner, syncing
information
Maintenance
Maintaining
sensors
Maintaining
access machines
at parking
entrance
Payment service:
E-payment, physical
paymeny, withdrawing
money from students
acount
Coordinating
with PR for
payment
terrme|ier
Suppliers
Partners
Installers
External Suppliers
Barcode scanner
machines for
entrance
Equipment
Sensors
Barcode scanner
machines for
entrance
maintenance
Sensor
maintenance
App design and
development
Sharjah Islamic
Bank for
E-payments
Hire employees
Parking availability
re|ite|ier :treer
Field Security with
handheld devices
incase of system
failure
Customer Journey
1. Discover
&
Investigate Catalog
Banner
2. Register
LOG IN
Register Car
Select Parking Type
FREE PAID
PAID-
RESERVED
Payment Method
E-PAYMENT CASHIER
Registration Complete
CONFIRMATION
E-MAIL
4. Use
DOWNLOAD
APP
PARKING
SERVICE
LOG IN
UPDATE CAR
REGISTRATION
UPGRADE
SERVICE
Search for available spots
|m ell temjt: :errite
Use
| ||/\|N
Reserved
parking 3 is
available for
use
TAP THE
SPOT TO
RESERVE
PARKING
POINT
COLLECT
POINTS
PARKING
DISCOUNT
5TH POINT,
EMAIL
30TH POINT
EMAIL FREE PARKING
UPGRADE
Find parking
App
Swipe-in
Car Registration Update car registration Enter new information Submit Cerrme|ier |meil
Car Registration Upgrade registration type
Paid Reg.
Paid Res.
Payment
E-PAYMENT
STUDENT
ACCOUNT
CASHIER
Cerrme|ier |meil ID Barcode Access
E-payment
Swipe out
Park
Free parking
Paid-Regular
Paid Reserved
PRE-SERVICE SERVICE POST-SERVICE
BIKE service
ID BARCORDE ACTIVATED
|emer| Cerrme|ier
E-mail
3. Recieve
DOWNLOAD APP
Customer Journey
1. Discover
&
Investigate Catalog
Banner
2. Register
LOG IN
Register for Bike
Select Type
Daily Monthly Semester
Payment Method
E-PAYMENT CASHIER
ID BARCORDE ACTIVATED
|emer| Cerrme|ier
E-mail
3. Recieve
4. Use
BIKE
SERVICE
LOG IN
PERSONA 3 -Bike Service
Bike Rack at Nearest Location Swipe to unlock 3 Hour Access
Ne|ite|ier |e re|trr |ile
DOWNLOAD
APP
lOG IN
DOWNLOAD APP
RETURN ON
TIME
RETURN
WITHINAN
HOUR
RETURN LATE FINE
THANK YOU
POINTS
COLLECT
POINTS 5 free days
30 free days
15 free days
PAYMENT RECIEPT AT END OF MONTH
Payment Method
E-PAYMENT CASHIER
|emer| Cerrme|ier
E-mail
Service 1 Blue Print
Physical
Equipment
Customer
Actions
Front Stage
Interaction
Back stage
Interaction
Support
Service
Catalog Computer
Mobile
Computer Computer Computer Computer
Cashier
Email Mobile
Park Mobile Email
Computer
Mobile
Find out about
service
Log into
Banner
Register for
Service
Select Parking
Type
Swipe Out Park Swipe In Download App Read Message Pay
|m ell
campus
Collect Points
Use Collected
Points

Email, Catalog,
Banner
Cerrm /reile|ili| |ejtj:
Refresh and Update Page
Payment
Cerrme|ier
Conformation
& App Link
Sign Up page Give Access
Update Parking
Availability
Gain Access to Exit Receive 1 Point Discount
Update catalog &
Banner
Send out email
Cerrm /U'
Student Details
Enter Info into
Violation system
Check Availability
Denied
Remove Hold
Activate ID
Email
Send out
Cerrme|ier ler
Activation
Send App
Download Link
Tracks
downloads,logins,
sign ups
Collect information
students,time, No.
swipes per day
Track Sensors
Collect and track
info
Track Points
Send discount code
eri re|ite|ier
Wrong
Password
Registrar writes
email message for
students
Add member to
network
Enter violation
system
parking security
Update account
Finance department
Calculates points
Line of Interaction
Line of Visibility
Line of Internal Interaction
Login Successful Login Successful
NO YES
Get student
information from
Database
Service
2
Provide App in
Itunes Store
Sync to Violation
System
Update Banner
Account
Sync to Violation System
PR Uses Information for Analysis
Sync Update to
App
Sync Update to
App
Update Parking
Availability
Service 2 Blue Print
Physical
Equipment
Customer
Actions
Front Stage
Interaction
Back stage
Interaction
Support
Service
Catalog Computer
Mobile
Computer Computer Computer Computer
Cashier
Email Mobile Mobile Email
Computer
Mobile
Find out about
service
Log into
Banner
Register for
Service
Select Rental
Type
Swipe to
return
Recieve
Notifaction in 3
hours
Swipe to
unlock
Download App Read Message Pay
Return within
one hour
Collect Points
Use Collected
Points

Email, Catalog,
Banner
Refresh and Update Page
Payment
Cerrme|ier
Conformation
& App Link
Sign Up page
Give Access
Ne|ite|ier |e
return Bike
Unlock Rails
Receive 1 Point Discount
Update catalog &
Banner
Send out email
Cerrm /U'
Student Details
Enter Info into
Violation system
Remove Hold
Activate ID
Email
Send out
Cerrme|ier ler
Activation
Send App
Download Link
Tracks
downloads,logins,
sign ups
Collect student Info
App Updated
Track Points
Send discount code
eri re|ite|ier
Wrong
Password
Registrar writes
email message for
students
Add member to
network
Enter violation
system
parking security
Update account
Finance department
Calculates points
Line of Interaction
Line of Visibility
Line of Internal Interaction
Login Successful Login Successful
Get student
information from
Database
Provide App in
Itunes Store
Sync to Violation
System
Update Banner
Account
Sync to
Violation
System
Sync Update to
App
Update Bike
Availability
Begin Tracking Hours
Tracking on App
Update Inventory
System
Ne|ite|ier
Sync App
1Hr 2-3Hr +3Hr
Fine NA Pts
Banner Account
Inventory System
Finance
Dep.
Hold on
account
Same as service 1 PRE-SERVICE SERVICE POST-SERVICE
Bus service
Off-campus bus transportation services
Parking service
On-campus parking car registration
Bike service
On-campus bike rentals registration
AUS Parking Service Menu
New Registration
Register for parking service
Update Information
Update existing car information
Upgrade Registration
Upgrade existing parking type
Home
To register your car for parking, please enter the following information. Once your done, click confrm in order to submit your registration.
*** Please ensure that all information is correct and valid in order to register your car succesfully.
Car Details
Offcial Registered Owner
Make of Car Model
License #
Day
Please select from the following...
Eg. I-Dubai-5352
Registration Expiry Date
Month Year
Parking Information
Select Parking Type
Save progress
Home
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Select Parking Type
Save progress
Mercedes
BMW
Ford
Toyota
Home
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Mercedes
Select Parking Type
Save progress
Home
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Mercedes
Select Parking Type
Save progress

Free parking
Paid - Regular (300 AED)
Paid - Reserved (500 AED)
Dorm
Home
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Mercedes
Select Parking Type
Save progress
Sorry, this service has limited availability, and is currently full.
Please select another parking type.
OK
Home
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Mercedes
Select Parking Type
Save progress
Free parking
Paid - Regular (300 AED)
Paid - Reserved (500 AED)
Dorm
Home
Parking Information
Select Parking Type
PAID - RESERVED
Save progress
Select Location
CAAD - College of Architecture&Design
SBA - School of Business Administration
NAAB - New Academic Building
ARTS
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Mercedes
Parking Information
Select Parking Type
PAID - RESERVED
Save progress
Select Location
Select Preferred Spot
13 14 15 22
Available Spots
Already Reserved
Unavailable for selected parking type
Payment Method
Your Selection
Parking Information
Select Parking Type
PAID - RESERVED
Save progress
Select Location
13 14 15 22
Available Spots
Already Reserved
Payment Method
Your Selection
Parking Information
Select Parking Type
PAID - RESERVED
Save progress
Select Location
13 14 15 22
Available Spots
Already Reserved
Payment Method
Your Selection
Save progress
Available Spots
Already Reserved
Payment Method
Your Selection
Save progress
E-PAYMENT
Pay online through banner.
CASHIER/STUDENT ACCOUNT
Pay at the cashier or withdraw from your account.
To complete your registration, please select your preferred payment method.
*** Your registration will not be fnalized until payment has been recieved. You are required to pay within one week of registration, otherwirse your request will be cancelled.
Parking Service
Bike Rental Service
Discount Code
WQAB 1112
Your request has been submitted
Thank you for registering for the parking service at AUS. Your request and payment is now being
processed.
You will recieve a confrmation e-mail and ID activation after full payment is recieved.
*** You are required to pay within one week of registration, otherwirse your request will be cancelled.
*** If you have paid using our online e-payment service, a confrmation e-mail will be sent after payment is withdrawn and recieved.
Home
Available Spots
Already Reserved
Payment Method
Your Selection
Save progress
E-PAYMENT
Available Spots
Already Reserved
Payment Method
Your Selection
Save progress
E-PAYMENT
Enter Discount Code
***If you do not have a discount code, please ignore a click submit. Submit
processed.
Home
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Mercedes
Select Parking Type
Save progress
Free parking
Paid - Regular
Paid - Reserved
Dorm
Home
Payment Method
E-PAYMENT
Day
Month Year
Parking Information
Select Parking Type
PAID - REGULAR
Save progress
Car Details
Make of Car Model
License #
Day
Eg. I-Dubai-5352
Month Year
Parking Information
Mercedes
Select Parking Type
Save progress
Free parking
Paid - Regular
Paid - Reserved
Dorm
Home
Thank you for registering for the parking service at AUS. You will recieve a confrmation e-mail and
ID activation shortly.
*** If you do not recieve a confrmation e-mail within 24 hours please e-mail Jaafar at Jaafar@aus.edu or call 065551111.
Home
Bus service
Parking service
Bike service
AUS Bike Rental Service Menu
To register the bike rental service, please enter the following information. Once your done, click confrm in order to submit your registration
Rental Information
Select Rental Type
Payment Method
E-PAYMENT
Home
Rental Information
Select Rental Type
Payment Method
E-PAYMENT
Daily Rental (AED 4.00)
Monthly Rental (AED 100)
Semester Rental (AED 200)
Home
Rental Information
Select Rental Type
Payment Method
E-PAYMENT
Home
Rental Information
Select Rental Type
Payment Method
E-PAYMENT
Enter Discount Code
Home
Thank you for registering for the bike rental service at AUS. Your request and payment is now being
processed.
Home
Rental Information
Select Rental Type
Payment Method
E-PAYMENT
Semester Rental (AED 200)
Rental Information
Select Rental Type
Submit
Home
Thank you for registering for the parking service at AUS. You will recieve a confrmation e-mail and
ID activation shortly.
The fee for this service is AED 4.00 per use. You will recieve a monthly bill at the end of the month.
*** If you do not recieve a confrmation e-mail within 24 hours please e-mail Jaafar at Jaafar@aus.edu or call 065551111.
Home
Bus service
Parking service
Bike service
New Registration
Update Information
Home
New Car Details
Make of Car Model
License #
5
2014 BMW X5
I-Dubai-5352
5 2020
BMW
Submit
Rolla Hammoud
Home
Your registration has been updated
You will recieve an e-mail short confrming the new details of your registration.
Home
Bus service
Parking service
Bike service
New Registration
Update Information
Home
Upgrade Parking
Select New Parking Type
Free parking
Paid - Regular
Paid - Reserved
Home
Update Location of Parking
*** For reserved parking only
Select New Location
Upgrade Parking
Paid - Regular
Home
Payment Method
E-PAYMENT
Upgrade Parking
Paid - Regular
Home
Payment Method
E-PAYMENT
Enter Discount Code
processed.
Home
Select New Location
ARTS
Upgrade Parking
Home
22
Available Spots
Already Reserved
Your Selection
Submit
Select New Location
ARTS
Your location has been changed to SBM parking lots. Your ID will shortly be activated, and a
confrmation e-mail will be sent shortly after.
Home
Application Car Service + Bike Service
AUS Trasport AUS Trasport

g000xxxxx
Password
Forgot Password
Login Login
Parking Service
Bike Service
Logout
Praking Service
Help Settings
Notifcation
Find Parking
Im off campus
Bar code
Praking Service
Help Settings
@00038708
Ne|ilte|ier
Find Parking
|m ell temjt:
Bar code
Notifcation
Find Parking
|m ell temjt:
Bar code
Parking Service - Notifcations
Help Settings
Lorem ipsum
Lorem ipsum
Lorem ipsum
Fine
Parking Service - Notifcations
Help Settings
Lorem ipsum
Lorem ipsum
Lorem ipsum
Lorem ipsum dolor sit amet, sectetuer
adipiscing elit, sed diam nonummy
nibh euismod tincidunt ut laoreetlore
magna aliquam erat volutpat. Ut wisi
enim ad minim veniam, consequat
molestie .
Fine Fine
Praking Service - Find Parking
Help Settings
Select Parking Location Select Parking Location
Help Settings
Select Parking Location
Free Parking 1
Free Parking 2
SBM
Location
CAAD CAAD
Help Settings
CAAD
Location
Map
Unavailable
Reserved
Available
Your Selection
Ne|ilte|ier
Praking Service
Help Settings
Find Parking
|m ell temjt:
Ne|ilte|ier
Find Parking
|m ell temjt: |m ell temjt: Ilerl et ler t:irj |m ell
campus service. You have
received 1 point.
Total points: 15 pt.
XX
Bike Service
Help Settings
Iime |el|
Ne|ilte|ier
Finde Spot
Notifcation
Finde Spot
You have received 1 Point
Bike Service - Notifcations
Help Settings
Lorem ipsum
Lorem ipsum
Fine
Bike Service - Notifcations
Help Settings
You have received 1 point
Lorem ipsum
Lorem ipsum
Lorem ipsum dolor sit amet, sectetuer
adipiscing elit, sed diam nonummy
nibh euismod tincidunt ut laoreetlore
magna aliquam erat volutpat. Ut wisi
enim ad minim veniam, consequat
molestie .
Fine Fine
Bike Service - Find Spot
Help Settings
Select Parking Location Select Parking Location
Bike Service - Find Spot
Help Settings
Select Parking Location
Mens Dorms
CADD
SBM
Location
Girls Dorms Girls Dorms
Bike Service - Find spot
Help Settings
Girls Dorms
Location
Map
Unavailable
Available
AB
CD
EF
GH
Bike Service
Help Settings
Iime |el|
Ne|ilte|ier
Finde Spot
Notifcation
Finde Spot

Service Design - Parking Services

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