1 May 2006 1 May 2006 CS 411 Red Group - A.S.K. CS 411 Red Group - A.S.K. 1 Automated Automated Service Kiosk Service Kiosk Grant Approval Grant Approval CS 411 CS 411 Spring 2006 Spring 2006 Presented by: Presented by: Mylène Cover Mylène Cover Keegan Morrison Keegan Morrison 1 Ma 1 Ma y y 2006 2006
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1 May 20061 May 2006 CS 411 Red Group - A.S.K.CS 411 Red Group - A.S.K. 11
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Keep your customers!Keep your customers!
Repeat customers spend 33% Repeat customers spend 33% more than new customers*more than new customers*
It costs 6% more to sell to a It costs 6% more to sell to a prospective customer than to an prospective customer than to an existing customer*existing customer*
Referrals among repeat Referrals among repeat customers are 107% greater customers are 107% greater than new customers*than new customers*
Customers are 50% more likely Customers are 50% more likely to be influenced by word-of-to be influenced by word-of-mouth as opposed to ads**mouth as opposed to ads**
*Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]
Provide an in-store Provide an in-store customer service customer service terminal that will terminal that will
serve as an serve as an alternative source alternative source of knowledge and of knowledge and
help for help for consumers.consumers.
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Project Research ObjectivesProject Research Objectives
Design a friendly customer Design a friendly customer interfaceinterface
Produce interface with inventory Produce interface with inventory databasedatabase
Design and organize queries to Design and organize queries to databases for product comparisons databases for product comparisons and search analysesand search analyses
Create ability to notify customer of Create ability to notify customer of sales/couponssales/coupons
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Solution CharacteristicsSolution Characteristics
Display all available items at specific storeDisplay all available items at specific store Notify of stock availabilityNotify of stock availability
Produce a map of inventory general locationProduce a map of inventory general location Compare productsCompare products Explain key terms/in depth or quick overview of product Explain key terms/in depth or quick overview of product
descriptiondescription Analyze queries and hits/missesAnalyze queries and hits/misses Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-store experiencesGive customers an outlet for voicing in-store experiences Provide option to queue up for additional assistance from Provide option to queue up for additional assistance from
associateassociate
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A.S.K. System A.S.K. System
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ScopeScope
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A.S.K. Database OverviewA.S.K. Database Overview
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A.S.K. will not…A.S.K. will not…
Replace associatesReplace associates Collect personal information from Collect personal information from
the shopperthe shopper Act as a point-of-sale deviceAct as a point-of-sale device Have autonomous inventory Have autonomous inventory
updatesupdates
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Benefits to RetailBenefits to Retail
15% to 20% average increase in sales15% to 20% average increase in sales Improve customer experience Improve customer experience
Help is there when neededHelp is there when needed Provide efficient help alternativeProvide efficient help alternative Decreased wait timeDecreased wait time Improved response timeImproved response time Immediate gratificationImmediate gratification
Better inform customers of products Better inform customers of products availableavailable
Analyze the inquiry processAnalyze the inquiry process Keep customers, increase sales, succeed! Keep customers, increase sales, succeed!
Airlines – 1Airlines – 1stst to implement kiosks to implement kiosks Declining sales – need to bounce backDeclining sales – need to bounce back Good and bad of technologyGood and bad of technology
Customers are happierCustomers are happier Customers expect similar, efficient technology in all Customers expect similar, efficient technology in all
The following will be tested:The following will be tested: Product’s functionalityProduct’s functionality Product’s user-friendliness Product’s user-friendliness User documentation User documentation
Each beta tester will receive the following: Each beta tester will receive the following: Basic instructionsBasic instructions User Manual (in the form of the terminal’s online help system)User Manual (in the form of the terminal’s online help system) Sample walk-throughs of the productSample walk-throughs of the product Will include troubleshooting instructionsWill include troubleshooting instructions Designed in a user-friendly formatDesigned in a user-friendly format Feedback and Comment Form (in return for coupons, for Feedback and Comment Form (in return for coupons, for
example)example)
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75% of beta testing polls must react positively for the 75% of beta testing polls must react positively for the product to be considered a successproduct to be considered a success
Success is when the following are obtained:Success is when the following are obtained: Functional prototype softwareFunctional prototype software Functional prototype hardwareFunctional prototype hardware Functional integration of hardware and softwareFunctional integration of hardware and software Technical documentation for software and hardwareTechnical documentation for software and hardware Secured SBIR grant for Phase IISecured SBIR grant for Phase II
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Scheduling OverviewScheduling OverviewProjected Phase IProjected Phase I
ID Task Name Start Finish DurationDec 2005 Jan 2006 Feb 2006 Mar 2006 Apr 2006
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DeliverablesDeliverablesPhase 1Phase 1
Assemble TeamAssemble Team PapersPapers
Creative Writing PaperCreative Writing Paper Descriptive Writing PaperDescriptive Writing Paper Technical Supports PaperTechnical Supports Paper Budget White PaperBudget White Paper User ManualUser Manual
Units needed for Break-EvenUnits needed for Break-Even 122122
Units sold (weekly)Units sold (weekly) 44
Break-Even TimeBreak-Even Time 3131
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Forum/Expert FeedbackForum/Expert Feedback
Of 550 people surveyed, 85% Of 550 people surveyed, 85% would go to a store if an A.S.K. would go to a store if an A.S.K. was availablewas available
Managers at Radio Shack, Best Managers at Radio Shack, Best Buy, and Office Max expressed Buy, and Office Max expressed interest in a product that would interest in a product that would provide the functionality of A.S.K.provide the functionality of A.S.K.
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Happy Shopper = Profit for StoreHappy Shopper = Profit for Store
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Wrap-upWrap-up
Poor customer service is a Poor customer service is a problemproblem
Two fieldsTwo fields SKU: Stock Keeping UnitSKU: Stock Keeping Unit CouponCoupon
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ASK Prototype Database ASK Prototype Database PAD TablePAD Table
Four fieldsFour fields DateDate SKUSKU Specific Kiosk NumberSpecific Kiosk Number Items in StockItems in Stock
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Store Inventory DatabaseStore Inventory Database
Eight fields (varies by store)Eight fields (varies by store) SKUSKU NameName BrandBrand PricePrice CategoryCategory LocationLocation Number in StockNumber in Stock DetailsDetails
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ASK GUI SoftwareASK GUI Software
HTML HTML PHPPHP Images:Images:
InkscapeInkscape The GimpThe Gimp
MySQLMySQL
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Prototype DemonstrationPrototype Demonstration
http://cs.odu.edu/~jmiller/ask/new/ask.php
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5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud4. Poorly Designed Business Model3. Reliance on Critical Financing that Dries Up2. Failure to Adapt to a Changing MarketAND THE #1 REASON? Management in Complete Denial…
Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
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Backup 4:Backup 4:Forum ResultsForum Results
Would you use A.S.K.? Would you use A.S.K.? 85% of respondents (n = 550) said YES85% of respondents (n = 550) said YES
Respondent TestimonialsRespondent Testimonials “ “ You could change the way stores work forever You could change the way stores work forever
with an idea like this. It's awesome.”with an idea like this. It's awesome.” ““I think the best part is the item location in the I think the best part is the item location in the
store. I've had countless times when I went into a store. I've had countless times when I went into a best buy or circuit city already knowing exactly best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to helpful with this, but you can't expect them to know the exact location of everything, and this know the exact location of everything, and this method would be much quicker and not waste a method would be much quicker and not waste a sales rep's time.”sales rep's time.”