To solve problems such as lacking accesses, shortage of useful information about small problems, and confusing about what happens. ONES provides multi-access (phone, mobile phone, website, SMS, and Email) to help customers schedule their service, gather and share the experience, and track the process. The aim of it is to enhance the efficiency and flexibility of customer experiences.

1. NES
AFTER-SALES SERVICE
SD 5526 Demonstration Project
Joy ZhouYi SHAO
MDes Interaction Design
School of Design
HongKong Polytechnic University
28th July 2010
Monday, 14 November, 11

2. CONTENT
RESEARCH
Primary Research
Secondary Research
SYNTHESIS
Problem Explanation
Experience Strategy
Design Objective
Interaction Model
DESIGN
Concept Statement
Video (Scenario)
Key Interface
Joy ZhouYi SHAO | NES | 2
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3. RESEARCH
Primary Research
For Company
For Customer
Secondary Research
Case Study
Competitive Analysis
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4. The Definition of
AFTER-SALES SERVICE
A company’s a er-sales service is all the help and
information that it provides to customers a er they
have bought a particular product.
from English Collins Dictionary
http://dictionary.reverso.net/english-cobuild/after-sales%20service
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 4
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5. The Importance of
AFTER-SALES SERVICE
CHONGHONG starts to transform from product
industry to service industry.
Great customer service could nurture and retain
this loyalty between customer and company,
especially in a er sales.
Article from Docstoc
http://www.docstoc.com/docs/13437596/The-Importance-of-After-Sales-Service
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 5
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6. A er talking with manager of CHANGHONG’S a er-
sales service subsidiary and several customers from
di erent ages, I define 3 main problems of current
system from customers‘ perspective.
Primary Research
For Company
For Customer
Secondary Research
Case Study
Competitive Analysis
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 6
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7. SYNTHESIS
Problems Explanation
Experience Strategy
Design Objectives
Interaction Model
Service Blueprints
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8. PROBLEMS EXPLANATION
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 8
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9. PROBLEMS EXPLANATION
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | NES | 9
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10. PROBLEMS EXPLANATION
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 10
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11. EXPERIENCE STRATEGY
Receive the Fix the problem Know about what
service efficiently, even happened
whenever I want independently ( status,
situation, etc)
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 11
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12. EXPERIENCE STRATEGY
Receive the Fix the problem Know about what
service efficiently, even happened
whenever I want independently ( status,
situation, etc)
1 2 3
Multi-access
to the service
Build platform to
gather & share
customer experience
Provide
service about
tracking order
DESIGN OBJECTIVE
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 12
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13. CURRENT INTERACTION MODEL
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 13
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14. INTERACTION MODEL
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 14
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15. INTERACTION MODEL
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 15
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16. INTERACTION MODEL
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 16
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17. Current Interaction Model
New Interaction Model
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 17
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18. NES
AFTER-SALES SERVICE
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19. CONCEPT STATEMENT
ONES
is an a er-sales service designed to help customers schedule
maintenance service, track the process and share the
experience with multi-access, which aims to enhance
efficiency and flexibility of customer experience.
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 19
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20. RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 20
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21. KEY FEATURES
Schedule
Experience Customized
Maintenance
Hub Information
Service
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 21
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22. EXPERIENCE HUB
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 22
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23. VIDEO DEMO
SCENARIO / INTERFACE
h p://www.youtube.com/watch?v=N0xg-tFkwSA
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 23
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24. SERVICE BLUEPRINTS
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 24
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25. INFORMATION ARCHITECTURE
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 25
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26. TASK ANALYSIS (PHONE SERVICE)
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 26
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27. SPECIAL THANKS TO OUR SPONSOR
We would like to thank CHONGHONG for sponsoring the MDes
Interaction Design, School of Design, Hong Kong Polytechnic
University and providing this great opportunity for our class to
participate.
RESEARCH | SYNTHESIS | DESIGN Joy ZhouYi SHAO | N E S | 27
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28. THANK YOU
SD 5526 Demonstration Project
Joy ZhouYi SHAO
MDes Interaction Design
School of Design
HongKong Polytechnic University
28th July 2010
Monday, 14 November, 11