IMAGINE IOT PROTOTYPE CHALLENGE
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1 IMAGINE IOT PROTOTYPE CHALLENGE ibaggage CONNECTED SMART BAGGAGE SYSTEM This is a Prototype Challenge created as part of the opensap course Imagine IoT.
2 Summary: A frequent airline traveler needs a solution to track his checked-in baggage and a way to submit lost baggage claim process automatically. Story Line: A frequently travelling airline passenger is interested in knowing his checked-in baggage status before he reaches the destination. He needs to be notified as soon as his baggage is not in the flight he boarded so that missed baggage claim process is initiated immediately and when he lands the destination he does not have to wait in the baggage counter area looking for his missed baggage and also does not have wait in line to submit the lost baggage claim request to the airline. Airline Baggage claim support agent handles several customer s requests and need details about the baggage like height, model, color and also customer details like address to deliver the baggage, phone number and so on before submitting the lost baggage claim. Both travelers and airlines spend a lot of time to process the lost baggage request. Travelers lose their patience by the time this process completes and needs a solution to handle missed baggage claim process automatically. 2
3 Persona Alvin Sales Manager I like to travel and have face-face meetings with prospect client s to understand their business, offer solution accordingly and to close the sales deal. About 40, married, 15 years of Sales experience. Being the person who makes the energy consumption decisions, I have to keep the balance between improving the energy efficiency and our working comfort. Responsibilities I am responsible in making sure my team meets the sales target every quarter. My job requires more than 90% travel to visit customer offices, understand their business and offer solution as per their needs. I am responsible for sales in Europe and North America. Needs I need an efficient way to track and manage my travel time. I need a solution that can alert me when the baggage is missed before reaching the destination and automatically handle lost baggage claim process so that I don t have to spend my time looking for a missed baggage and submitting lost baggage claim request. Main Goals Being the person who constantly travel to different countries to meet customers I need to manage my day efficiently. I plan several customer meetings in a specific region/location on the same day. Can t lose prospect client sales deal due to airline delay or baggage delay. Pain Points I plan my travel according to my meeting with the client and it is very critical to reach client s place on time. Most of the time I miss my baggage and spend hours to submit baggage claim request. Baggage tracking and claiming lost baggage is very complex, and very time consuming. 3
4 4
5 User Experience Journey Baggage Claim Process, Duration of the journey: 1-2hrs ACTIONS MINDSET Alvin takes his flight to SFO to attend a meeting scheduled with his client. His flight lands SFO. My flight reached the destination on time J but has my baggage arrived or should I go through the time consuming baggage claims process? Will I get late to the client meeting? Alvin sitting in the plane waiting for other passengers to off board the plane. Why doesn t airline provide my baggage status just as it shows my flight status Alvin boards off the plane and walks to the baggage claim area Which carousel is my baggage on? I need to check the baggage claim monitor to check the carousel info. I wish I had the carousel info right in my phone along with the baggage status Alvin waits in the baggage area staring at the carousel just to find his baggage I guess I have to go submit missed baggage request. Hmm no baggage yet. -Alvin s baggage is missing.he goes to the airline baggage handling kiosks. -He gets in line since other passenger s also missed their baggage -Long line -Missed baggage and this is going to be time consuming. -I am going to be late for my client s meeting - Julie, an airline agent is handling lost baggage claim requests for customers. - Alvin provides the details of his checked-in baggage details to Julie - Julie asks for information like model of the baggage, color, height, phone number to reach, id, address to deliver the baggage -Alvin thinks why can t the airline get all info about my travel and my baggage info I am already late for my client meeting -Julie thinks I wish the system took care of getting the lost baggage details and generating the claims automatically so I could address other queries for the customer. -Julie takes the lost baggage request from Alvin and submits the claim number -this took forever and Now I am very late and cannot make it for my client s Meeting. -Lost the sales! -No baggage FEELING If all 4 bars are colored persona is upset. Airport Airport Baggage claim monitor Baggage carousel Airline Baggage claim counter Baggage Claim request Claim number Phone TOUCH POINTS 5
6 Prototype Build Link (mobile, tablet version only): _S0
7 7
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