mobile concierge em 385 innovative system design adam hecht william hespe michael munley gus rath...
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Mobile Concierge
EM 385 Innovative System DesignAdam Hecht
William HespeMichael Munley
Gus Rath Richa Soin
Adam HechtProject Leader
Development of functional architecture
Gustaf RathNonfunctional RequirementsQuality Function Deployment
William HespeResearch of current
technology / “state of the art”
Richa SoinStakeholder Identification
Stakeholder Requirements
Michael MunleyDesign Alternatives / Analysis
Concept Selection
Team Roles
IntroductionThe opportunity exists to enable visitors to locate points
of interest in metropolitan areas.
Our vision is to create a system that will allow users theability to locate restaurants, stores, parks,and other interesting places.
The primary customer(s) of the mobile concierge system would
be frequent travelers, tourists, and visitors.
But what will it do…
• Locate you• Suggest points of interest based on your
inputs• Locate said points of interest• Provide expert reviews• Make reservations for hotels and
restaurants• Purchase tickets for theaters, movies,
sports events, etc.
Needs Analysis:Research
Maps• TomTom personal navigation• Garmin• Mapquest
Travel Guides• Frommer’s• AAA• Zagat Survey
Competition• Mobile Food Guide• American Express Centurion Service• Google Search• Mio DigiWalker H610• CitySearch
Stakeholder Requirements• Visitors
– Provide a response in less than 10 seconds– Must be a mobile and compact service– Provide directions to the location– Allow users to make reservations
• Manufacturers– Use standardized components (interchangeability)– Utilize tested and previously implemented technology
• Maintenance– Self Diagnostic– 99.9% availability.
• Regulatory Bodies– Conform to all regulations at each level of
government. • Mobile Service Provider
– The system must conform to TIA/EIA networking, 802.11x, standards
Acceptance Criteria
Customers will be able to• Locate restaurants, theaters, stores,
parks, and other interesting places. • Purchase or make reservations for said
services.• Have 99% coverage in major U.S.
metropolitan areas.
Pugh Matrix
KioskCell Phone Add-In
PDA/Travel Device
Car Navigation System
Cost to User S S - S
Installation Cost - S S S
Usability - + + -
Time Efficiency - S + S
Interoperability - + - S
Reliability S + + +
Supportability S + - +
Aesthetics - S + S
Safety S S S -
Σ + 0 4 4 2
Σ - 5 0 3 2
Σ S 4 5 2 5
Context Diagram
Mobile Concierge
Service Provider
Tourist & Visitors
Point of Interest info.
System Status
Updates and Management
Maintenance
Repairs
System Errors
Request
Use Case Scenarios
Use Cases• Find Point of Interest• Request Directions• Access Ratings • Detect Errors• Update system• Check system status• Make Reservations• Request Transportation• Create User Profile• Select Services
Tourists and Visitors
Maintenance
Find Point of Interest
Check System Status
Detect Errors
Update System
Request Directions
Service Providers
Access Ratings
Mobile Concierge
Request Transportation
Make Reservations
Select Services
Create User Profile
Se
lf D
iagn
ostic
Sa
fety
Co
st
Usa
bili
ty
Ae
sth
etic
s
Pe
rfor
ma
nce
"Tes
ted
" T
ech
nol
ogy
Su
ppo
rtab
ility
Simple to operate ▪ ▼ █ ▪ █ ▼ █ ☼ ╬ ǾLightweight ▪ ▪ ▼ ▼ ▼ Ǿ ☼ ╬Compact ▪ █ ▼ █ ▪ ▼ Ǿ ☼ ╬User Driven Responses ▼ ▼ █ ▼ ▪ ☼ Ǿ ╬Quick Responses █ ▪ ▼ ▪ █ ▼ ▪ Ǿ ☼ ╬Provide Directions █ █ ▪ █ ▼ ▼ ▪ ▪ Ǿ ☼ ╬Makes reservations / secures transportation ▼ ▪ ▼ ▼ █ ▪ ☼ Ǿ ╬
Ǿ ☼ ☼ 1 2 3 4 5Ǿ ☼ ☼ Ǿ ╬ ☼ 2☼ Ǿ ╬ ☼ ☼ Ǿ ╬ 3 Ranking╬ ╬ Ǿ ╬ ╬ Ǿ ╬ 4
Ǿ 5
failu
res
dang
ero
us
err
ors
$ /
mo
nth
aver
ag
e "c
licks
" /
fun
ctio
n
% C
ust
omer
Aff
inity
% C
ust
omer
Sa
tisfa
ctio
n
% N
ew
Mat
eria
ls
hour
s ce
rtifi
catio
n
<1
/10,
000
<1
/500
,00
0
<3
5
<1
0
>8
0
>9
5
<5
%
<1
00
33 18 42 39 24 45 33 21
Cu
sto
me
r R
eq
uir
emen
ts
Technical Parameters
MoCon (Our Product) ╬Mobile Food Guide ☼Zagat Survey Ǿ
Competitors
☼ ╬ ǾǾ ☼ ╬Ǿ ☼ ╬
☼ Ǿ ╬Ǿ ☼ ╬
Ǿ ☼ ╬☼ Ǿ ╬1 2 3 4 5
Strong 9 █Medium 6 ▼Weak 3 ▪
Correlation
MoCon (Our Product) ╬Mobile Food Guide ☼Zagat Survey Ǿ
Competitors
QFD Analysis
Ǿ ☼ ☼ 1Ǿ ☼ ☼ Ǿ ╬ ☼ 2☼ Ǿ ╬ ☼ ☼ Ǿ ╬ 3╬ ╬ Ǿ ╬ ╬ Ǿ ╬ 4
Ǿ 5
MoCon (Our Product) ╬Mobile Food Guide ☼Zagat Survey Ǿ
Competitors
System Requirements
• Inputs– Mobile device keystrokes– Update patches– HTTP mobile services web page– Online activity selections
• Outputs– Requests (Password, activity type,
selection confirmation)– Error indication– Main Menu– Maintenance personnel access– Location suggestions
System Requirements (Cont.)
• System-Wide– Self-diagnostic– 99% up-time– Meet FCC regulations– Multiple service providers– GSM and CDMA compatible– Lifetime: 3 years
Use Case Traceability
Tourists and Visitors
ServerMobile
Concierge System
Use Case: Locate Point of Interest
Select Activity
Request Distance
Distance Entered
Request activity info.
Request location info.
System Response
Activities Listed
Specific Location Selected
System Response
Location Info Displayed
Use Case vs. CORE
Tourists and Visitors
ServerMobile
Concierge System
Use Case: Locate Point of Interest
Select Activity
Request Distance
Distance Entered
Request activity info.
Request location info.
System Response
Activities Listed
Specific Location Selected
System Response
Location Info Displayed
Make Reservation
Access Ratings
Select Services
Technical Performance Metrics
• Must meet industry communications standards– TCP/IP– IEEE 802.11x protocols– Serial Communications Standards (RS-
232, RS-485, Etc.)
• Physical Weight: 4-8 Oz• Processing Power: 500MHz• Range: Greater than 10 Miles
Risk Identification and Mitigation
Equipment failure• Planned failures vs unexpected• Self diagnostic Different Standards• Multiple VendorsLow readiness for change• Advertising campaign; convince people that
Mobile Concierge is better than internet searchPoor customer service/delivery• Provide technical support with online information
and telephone
Conclusion
• Good foundation for senior design work• Feasible product with potential user base• Next Steps
– Component level design– Relationships with external entities– Costing / Value Engineering