Costco Sharing - Service Design


Costco Sharing is a new service designed for the people who are concern about buying a huge amount of items at Costco. People love the product provided by Costco but sometimes the final price of shopping here are usually out of our expectation because of the large pack of items. Customer will give up buying something here after considered whether they could afford or finish such amount of items on time. Costco Sharing could solve those problems, and it will help user save money and attract tons of new customers to be the Costco Member.

MY ROLE
Produt Designer

TOOLS
Sketch | Framer.js | 3D Print | Rhinoceros

TEAMMATES
Chenghan Ke | Beizhi Zhang | Lei Xiang


VIDEO



DESIGN PROCESS



SERVICE SAFARI

We went to Costco and experienced how to shopping there and what kind of services that Costco provides to its customers.



BUSINESS ORIGAMI (Part A): PROBLEMS

To find the problems and pain points that users are facing, we did a business origami practice after finishing the service safari. During origami practice, we played different roles to experience the current user journey, with the purpose to understand what factors will influence users to making purchase decision.



PROBLEM STATEMENT

We found a problem when doing Business Origami that young people who are single are easy to give up buying some stuff when they are shopping at Costco. Thus we made a contextual inquiry about what kind of factors will influence the decision making of buying things at Costco.
This research helped us receive some factors affecting the decision making of young people.



KEY FACTORS OF MAKING PURCHASE DECISION AT COSTCO

We discovered five key factors that influence users' decision making when they are shopping at Costco. People may give up buying something when they concern those factors.



BUSINESS ORIGAMI (Part B) - SOLUTION: SHARING SERVICE



INSIGHTS



STORYBOARD



BLUEPRINT

I did a new blueprint for the new service -sharing service- based on the old service system of Costco. In this new blueprint, it shows how the New service “Sharing” will embed in the existed system. This chart shows how back-of-stage interaction and support processes will do for supporting the new service.



PHYSICAL SPACE

I led my team members to constructed a physical space using foam core. We made three significant prototypes (Pick up and check-in area, Supporting screen and Shelves) that will help us set up the scenario of Costco Sharing. The physical prototype helped us bring our story and scenario to audiences.



DIGITAL PROTOTYPE

The challenge of prototyping is building a simple interaction of picking up sharing items and create a sharing item list.



PERFORMING

Our team performed this shopping experience in front of our class showing them the whole experience of the Costco Sharing.

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PLAY WITH PROTOTYPE



KEY LEARNING

1. Think question chronologically. Service Design is a large construction. When doing service design, We thought over questions in different positions. How individuals interact with the organization? How is every single interaction related to other parts of the organization?

2. Think about side-effects. Each solution may cause some side-effect when it is come up with. Thus, we not only focused on the solution itself but also focused on how to deal with the side-effects created by the solution and try to come up with a better assumption.