Service Design for People Flow Solutions

As a part of the KONE India design team and KONE global service design team

KONE provides elevators, escalators, and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle.

People Flow Intelligence

The flow intelligence at KONE looks into advanced people flow solutions in the areas of Access, Destination, Information, and Monitoring. Service design plays a crucial role in the team looking at end-to-end journeys of different users like internal/external visitors, building managers, janitors, maintenance staff, etc. The team consists of product managers, business analysts, data scientists, product owner, and designers.

Read more about KONE People Flow Intelligence

Property owners and developers are under increasing pressure to ensure that tenants can move around buildings as quickly and comfortably as possible while simultaneously providing improved security and access control.

Multi-tenet office buildings have a varied flow of people with different levels of access. The Building manager needs to keep track of access, space management, and maintenance of the building while considering different tenants’ requirements.

How might we use the people flow data such as people count, elevator traffic, etc. to help the building managers make informed decisions and stay updated with building performance, maintenance, and anomalies?

Photo by Brands&People on Unsplash

As a service designer for flow intelligence team, I was involved in-

Research to identify the pain points and opportunity areas for different user segments.
Workshops for the discovery of a proof of concept with building managers.
Workshops for better alignment with internal stakeholders working in separate areas towards similar goal.
Proof of concept validation with the users and internal stakeholders in the form of interviews, focus group discussions, and workshops.

24/7 Connected Services

KONE uses cloud-connected elevators and escalators to provide a constant stream of usage data that helps us to make intelligent, proactive decisions on how to solve potential problems before they cause disruption. Advanced analytics determines the urgency of the issue resulting in effective maintenance.

Read more about KONE 24/7 connected services

Photo by KONE GB

I was involved in a research study with 24/7 connected services team to optimize the end-to-end process of connected services-

Research planning and alignment with global teams.
Interviews with the various teams and front-line staff.
Research synthesis and insights generation

Delivered an end-to-end mapping of the experience journey of frontline KONE employees to identify their pain points and dependencies on various systems within the organization.