C RO S S
Workshop A
III.
Touch point activity design
The point in this stage is to create user value through touch point activity design. We may first analyze the defects of existing service procedure and than look for the part that is the worthiest to be improved in order to meet the goal of creating value. Taking clothes donation as an example below:
Table 1: the improvement of cloth donation procedure AS-IS
Donators place the clothes i n t h e re cy c l e b i n s . S i n c e the bins are usually outdoor, cold or rainy weather cause donators’ inconvenience and it brings security concerns if the location is secluded.
TO-BE
Change the location to the 24-hour convenient stores, providing comfortable place for donating.
Clothes donating pattern
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