service design challenges

SERVICE DESIGN CHALLENGESYURIKO SAWATANI

LOST BAGGAGE TRACKING SERVICE

1. EXPECTED SERVICE 2. PERCEIVED SERVICE 3. BETTER SERVICE SYSTEM

EXPECTED SERVICE

LOST BAGGAGE WHY HAPPENS?

JL010 NARITA -> CHICAGO 0131JL823678

AA2198 CHICAGO -> ORLANDO

0131JL823678

UA639 CHICAGO -> ORLANDO ?

AA 282057 ?canceled

SERVICE DESIGN EXAMPLES

LOST BAGGAGE TRACKING SERVICE: EXPECTED SERVICELOST

BAGGAGE REPORT

MY BAGGAGE@TAMPA

UA SERVICE CENTER

UA LOCAL

COUNTER

AMERICAN LOCAL

COUNTER

AMERICAN WEB

TRACKING

UA WEB TRACKIN

G

UA BAGGAGE SYSTEM

AMERICAN BAGGAGE SYSTEM

ME

AMERICAN LOCAL TAMPA

7/28

7/28

After reporting, I thought some how the baggage returns to me.

PERCEIVED SERVICE

7/28 MID NIGHT STATUS

PERCEIVED SERVICE

EVERY 6 HOURS REPORT


LOST BAGGAGE TRACKING SERVICE: PERCEIVED SERVICELOST

BAGGAGE REPORT

MY BAGGAGE@TAMPA

UA SERVICE CENTER

UA LOCAL

COUNTER

AMERICAN LOCAL

COUNTER

AMERICAN WEB

TRACKING

UA WEB TRACKIN

G

UA BAGGAGE SYSTEM


ME


7/28

7/28

After reporting, I thought some how the baggage returns to me.

But it looks like wrong.

REALITY

START INVESTIGATING BY MYSELF

REALITY

I FOUND MY BAGGAGE AT TAMPA


LOST BAGGAGE TRACKING SERVICE: REALITYLOST

BAGGAGE REPORT

MY BAGGAGE@TAMPA

UA SERVICE CENTER

UA LOCAL

COUNTER

AMERICAN LOCAL

COUNTER

AMERICAN WEB

TRACKING

UA WEB TRACKIN

G

UA BAGGAGE SYSTEM


ME


7/28 no progress

1. 7/30 found my baggage at tampa

AMERICAN SERVICE CENTER

2. 7/30 ask the pick up the baggage at tampa. 3. 7/30 Agent puts a request to AA to bring to Orlando.

REALITY

7/31 AFTERNOON CALL UA SERVICE CENTER

▸ 1 hours to wait

▸ I ask the current progress.

▸ UA agent says “I do not know since I can not access to AA baggage tracking system”

▸ I say “Why not call AA to check the status?”

▸ UA agent tried 5 times, could not connect AA. gave up.

▸ I ask “Please try again”, but fail.

REALITY

7/31 AFTERNOON CALL AMERICAN AIRLINE SERVICE CENTER

▸ 2 hours to wait

▸ I ask the current progress of “0131823678”.

▸ AA agent says “I can not find. It ended at tampa”.

▸ I tell AA agent “Try 282057, which AA Chicago agent gave me”.

▸ AA agent says “It arrives at Orlando. Please ask UA to pick up.”

▸ I ask “Please tell me the baggage tag number to tell UA.”

▸ AA agent says “UA people could not track, but I will tell you AA internal ID.”

▸ I received “2001507086”.

REALITY

I’M LOST MY BAGGAGE FROM TRACKING SYSTEM

new assigned baggage tracking id

by AA

REALITY

7/31 EVENING CALL UA SERVICE CENTER

▸ 1 hours to wait

▸ I ask UA to pick up “0131823678” at Orlando.

▸ UA agent says “I am not sure the baggage comes to Orlando since I can not access to AA system.”

▸ I say “I confirmed to call AA that the baggage arrived at Orlando.”

▸ UA agent says “Oh, you did that?”

▸ I ask “Why not call UA Orland local to pick up from AA center to UA counter?”

▸ UA agent says “It is not allowed to call the local. I will leave the message to them.”

REALITY

OH SOME PROGRESS

REALITY

NEXT CHALLENGES: NEW BAGGAGE ID?

テキスト

FINALLY BAGGAGE ARRIVES!


LOST BAGGAGE TRACKING SERVICE: REALITYLOST

BAGGAGE REPORT

MY BAGGAGE@TAMPA

UA SERVICE CENTER

UA LOCAL

COUNTER

AMERICAN LOCAL

COUNTER

AMERICAN WEB

TRACKING

UA WEB TRACKIN

G

UA BAGGAGE SYSTEM


ME


7/28 no progress

1. 7/30 found my baggage at tampa

7/30

6. 8/1 back to me!


4. 7/31 confirm the baggage arrival

2. 7/30 ask the pick up the baggage at tampa. 3. 7/30 Agent puts a request to AA to bring to Orlando. 5. 7/31 UA local people to pick up at AA counter.


LOST BAGGAGE TRACKING SERVICE: WHAT’S WRONG?LOST

BAGGAGE REPORT

MY BAGGAGE@TAMPA

UA SERVICE CENTER

UA LOCAL

COUNTER

AMERICAN LOCAL

COUNTER

AMERICAN WEB

TRACKING

UA WEB TRACKIN

G

UA BAGGAGE SYSTEM


ME



No one cares about the report, except me.

So I need to track by myself.


LOST BAGGAGE TRACKING SERVICE: BETTER SYSTEMLOST

BAGGAGE REPORT

MY BAGGAGE@TAMPA

UA SERVICE CENTER

UA LOCAL

COUNTER

AMERICAN LOCAL

COUNTER

AMERICAN WEB

TRACKING

UA WEB TRACKIN

G

UA BAGGAGE SYSTEM


ME



TOTAL BAGGAGE REPORT

1. baggage issues are reported to one system. 2. baggage claim is assigned to an agent.

service design challenges

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