hour community
DESCRIPTION
ÂTRANSCRIPT
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HOUR COMMUNITY
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Semester • 8thTitle • Hour CommunityProject Period • 01.02.2014 - 06.06.2014Semester Theme • Design of a Distributed Product Service SystemTheme • Smart CitiesSupervisors • Nicola Morelli - Amalia De Götzen
Project group n° 1
Abstract : The Hour Community project describes the design process and the outcome of this process concerning designing a time banking service system in collaboration with theDevelopment Group of Copenhagen Food Cooperative’s (Københavns Fødevarefællesskab KBHFF) local Amager branch. KBHFF is in a change process, which might conflict with the cur-rent situation of 11 local branches. This has together with the potential of active local members let to the Development Group at the Amager branch in the summer of 2013 to envision a Time banking service using the existing members of KBHFF, but being independent of the organi-sation. Although IT developers have been involved in the spring of 2014 this process has not been fruitful. The current situation is therefore without a system and without IT developers.This has been the basis for the collaboration with the KBHFF Amager development group, with the scope to design a service for this purpose and also considering systemic parts, so future IT developers can take the project even further and the service can be launched to members.The result of the project is a time banking service system called Hour Community, that can strengthen the local KBHFF community and support future developments of the organisation by letting members carry out services for each other and supporting a community feeling through community events.
Keywords: Time bank, Community, KBHFF, Copenhagen,Københavns Fødevarefællesskab, Service design, Servicesystem, Distributed system, Sharing resources, Events
Fanny Giordano
Jonas Rauff MortensenVeronika Ondrikova
Helen Phuong Nguyen
Copies • 4Pages • 152Finished •06.06.2014
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INTRODUCTION AND READER’S GUIDE TO PRODUCT REPORTThis is the product report, in which the outcome of the design process presented. It can be read independently from the process report, in which the design pro-cess is described. The product report should be seen as the final document for our collaborator over the past few months, Copenhagen Food Cooperative’s development group in Amager, to use for further development and hopefully implementation of the service system Hour Community. But also for supervisors and censor to review the quality of the outcome of the design process.
Whoever you are, we hope you enjoy reading the product report.
These pictographs are designed to indicate which of the reading materials is written for :
Programmer
Development SupervisorW
eb Designer
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TABLE OF CONTENT
SERVICE MAPHOUR ACCOUNT OVERVIEW MAPHOUR METER
STAKEHOLDERS MAPSTAKEHOLDERS MOTIVATION
PERSONASSCENARIOSUSER JOURNEYBLUEPRINTWEBSITE MOCK-UPINTERNAL SERVICE PROVIDERS’ INTERACTION EVENT
SERVICE ARCHITECTURE DIAGRAMCONCEPTUAL OVERVIEW OF IT SYSTEMRELATIONAL DATABASE
BUSINESS ASPECTSPLAN OF ACTION
1226
128
135
139
147
3234
38445068
104108 110
114116118
128132
SO WHAT ?
TERMSDEFINITIONS
REFERENCES
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Hour Community is a service system designed for strengthening the community within the organisa-tion Copenhagen Food Cooperative (KBHFF) by supporting members to carry out small services for other members with the exchange of a com-munity currency: hours.
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9 KBHFF is a member-based and member-driven non-profit food cooperative in Copenhagen, Denmark. It focuses on offering local and mostly organic food at affordable prices.
Since being founded in 2008, it has grown to have over 5000 members in currently ten local branches spread across Copenhagen. But within the last year there have been a stagnation in number of members and sale of bags and members working with functions outside the general everyday store operations have been burning out leaving a void in KBHFF1. This has let to a development starting in October 2013 of a centralised store, storage and meeting place, the Økohub, to bring back enthusiasm inside the organisation1. Although the goal is to keep local branches around Copenhagen the local KBHFF community might be challenged by a centralised development and some of the current potential for building a strong local community might be lost.
Hour Community uses the existing members of KBHFF, but is independent and not directly a part of the KBHFF. It can be seen as an external instrument the local branch can use to make a strong community and thus support the 10th basic principle of KBHFF :
10. Run by a local, working community :The food cooperative shall house and encourage to more than just supplying cheap and good food. We are working for the food cooperative to become a plat-form through which members can create positive initiatives with starting point in the local neighbourhood, where we live and work. Such a platform shall make it possible for the members to come together and organise around their common needs, goals and interests and thus make the local community flourish.2
Thereby hour community uses an existing potential of already active members to create a synergy effect between the two organisations. Hour Community will build up and strengthen the community feeling between members of the local branch and thereby support KBHFF in developing further as an organisation.
The service will start in the local Amager branch of KBHFF, where the idea originated from, before possibly expanding to other branches with a decentralised structure similar to the current organisation of KBHFF so Hour Community branches can exist in parallel, but not having an exchange of hours between them. The goal is not to grow bigger, but to grow better.
1. Københavns Fødevarefællesskab, 2014, På vej mod en fællesbutik for hele KBHFF
2. Københavns Fødevarefællesskab, 2014, 10 grundprin-cipper
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SERVICE MAP
Development Supervisor
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13 The service map shows an overview of the Hour Community service from a user’s perspective by describing what are the possible uses of the service sys-tem. To facilitate the reading, the service map is split in five parts :
PRE - SERVICE • PARTYING TO BECOME A MEMBER
DO SERVICE • SKILLS MATTERDO SERVICE • SUDDEN OFFER FOR MANY
RECEIVE SERVICE • EXPLORE MEMBER’S SKILLS & INTERESTSRECEIVE SERVICE • SYSTEM CAN DO MAGIC
The general service overview map gathers all those phases in one at the end of this chapter.
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I like...I can teach...I can fix...
KBHFF MEMBER
HOUR COMMUNITY MEMBER
HOUR COMMUNITY EVENT
HC
PRE - SERVICE
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15 PARTYING TO BECOME A MEMBERTo use the Hour Community (HC) service, KBHFF members have to become members of the Hour Community. This process is shown in the pre-service part of the general system map as the Hour Community Event. Here the KBHFF member learns more about what Hour Community is and how it can be used and has the possibility to make a profile and input skills and interest.
When the users has obtained membership to HC they can start using the ser-vice and either do a service for other members or receive service from another member.
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SKILLS MATTERThis activity shows the member being contacted by another member based on a skill inputted or an offer, carrying out the service and finally hours are exchanged.
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H --1 H +1
< >
?
DO SERVICE
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SUDDEN OFFER FOR MANY MEMBERSThe second activity shows the member posting an offer in which other three members chooses to receive, the service is carried out. The member who provi-ded the service receives two hours for his work while the remaining four hours are transferred to a common account for all members called the Hour Account (H.A.).
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H --6
H +4
H +2
HOUR ACCOUNT*
DO SERVICE
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EXPLORE MEMBER’S SKILLS AND INTERESTSThis activity in receive service shows the member contacting another member based on an offer or a skill the other member has, then receiving the service and finally transferring hours to the member providing the service.
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RECEIVE SERVICE
H +3 H --3
?
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SYSTEM CAN DO MAGICThis second activity in receiving service shows the member posting a request, this request is then answered by another member, the service is carried out and finally hours are transferred to the member providing the service.
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H +1 H --1
RECEIVE SERVICE
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I like...I can teach...I can fix...
KBHFF MEMBER
HOUR COMMUNITY MEMBER
HOUR COMMUNITY EVENT
HC
GENERAL SERVICE OVERVIEW MAP
PRE - SERVICEFig 01. A representation of general service overview
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H --1 H +1
H --6
H +4
H +2
< >
H +3 H --3
H +1 H --1
?
?
HOUR ACCOUNT*
RECEIVE SERVICE
DO SERVICE
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HOUR ACCOUNT OVERVIEW MAP
Development Supervisor
C
B
A
The Hour Account is a common account for all members and is in many ways similar to a normal member account. Instead of a member handling the account, the Hour Account is handled by Hour Community event manager and supported by the Hour Community broker. It serves two purposes ; firstly securing equality between members by making sure that one hour is always one hour, and secon-dly it also supports Hour Community Events.
There are three basic scenarios where the Hour Account is active.
GIVE HOURS TO THE HOUR ACCOUNTTo give hours to the Hour Account, a member will be providing a service to several other members, here shown as a lecture. The member giving the lecture receives two hours for his lecture because it took two hours. Remaining hours will be transferred to the Hour Account.
TRANSFERING HOURS FROM HOUR ACCOUNT To transfer hours from the Hour Account a member will have several other members providing a service to him/her, here shown as two members helping to move a heavy box for another member. The member having the heavy box moved will transfer one hour because the service took one hour, while the remaining hour will be transferred from the Hour Account to the member provi-ding the service with the approval of the broker of Hour Community.
SPENDING HOURS TO MAKE MEMBERS PROVIDE THEIR SERVICE AT A HOUR COMMUNITY EVENT.
To spend hours from the Hour Account the members would provide a service at a Hour Community event. The event manager will make requests for needed services. These requests will be answered by members and after providing their service hours will be transferred to members’ accounts from the Hour Account.
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H + 6 H - 1
+ 1
+ 2 + 2 + 1
- 2- 2- 2 + 1
H - 5
HOUR ACCOUNT
- 1
- 2
C
BA
+ 2
Fig 02. The concept of Hour Account
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Every member has an Hour Meter in their account, this hour meter is there to show the member the current position of which hour he or she is in. Hour meter is also an element that reminds and activates the member to request and offer new services. Arroyo, Selker and Stouffs (2002) explain the design of a suc-cessful reminder should be a subtle attention grabbing so it doesn’t come out like intrusive, annoying or distracting for the user in the context. Since the Hour Meter is showing the state of the member’s hours, it is therefore not there just to remind members to use the service, but it has the reminder as side effect.
Hour Community is about the exchange of services between members, and it is only successful when there are activities. Therefore it is not negative for a member to be in the ‘minus’ position of the Hour Meter ; this only mean that the member has taken the use of the requesting services, meaning that there is another member that has offered a service. This is what that creates the balance in HC.
However, if there is a member who has only requested services and not offe-red any services yet, the position of the hour in the Hour Meter might exceed to the ‘grey minus’ area. When a member has exceeded to a grey area, the broker will get a notification to contact the member to guide and inspire the member to balance his or hers hours. The same process is applied to the opposite situation ; if a member only has offered services and hasn’t requested any, the position in Hour Meter will exceed to the ‘plus grey’ area. See further explanations for the different positions in the hour meter illustrated here.
HOUR METER
Development Supervisor
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Centred Blue: The use of hours are balanced; meaning that the member has requested for services and offered services, however, it can also mean that the user hasn’t taken use of the service.
Minus Blue:Member has requested for more services than offering services.
Minus Grey:Member has made too many requests. Broker gets notifica-tion and contact the member to inspire him or her to balance his og hers hours.
Plus Blue:Member has offered more services than requesting for services
Plus Grey:Member has made too many offers. Broker gets notification and contact the member to inspire him or her to balance his og hers hours.
+- +-
+-
+-+-
Fig 03. The concept of Hour Meter
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STAKEHOLDERS MAP
HOUR COMMUNITY
INTERNAL
EXTERNAL
Co - operate
Require Service exchange
Co
- ope
rate
Co - operate
Partnership
Members' provider
Membership
Support
Facilit
ateO
ffer h
elp
Development Supervisor
Fig 04. Stakeholders map
maintenance
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33 Hour Community needs to have both internal and external service providers to provide the service to the members of the community. These service providers are mapped together with members in the stakeholder map. The map shows the stakeholders who are needed to be involved to make the Hour Community func-tion in a single branch and gives an overview of the main interactions between actors.
REQUIREMENTS FOR EACH ACTORThe internal service providers can personally have a normal members’ profile for personal use but they also have a separate profile for carrying out tasks spe-cific to their role as service provider.
MEMBERSBe a member of the local KBHFF, has an email address, must be able to access and use the HC website. KBHFF is already using a digital platform to order bags, so IT capabilities should not be a problem.
BROKERHe or she has the closest contact to HC members, so he must be able to com-municate clearly both verbally and in writing and be a diplomat in the case of a service breach. The broker must be able to explain about what HC is. Has ‘normal’ IT capabilities and is not needed to understand every technical details of the system, but should be able to use the HC website and interface with the database if needed.
EVENT MANAGERThe event manager is able to plan and carry out events for HC members. Can define and divide work needed to be done at HC events and use the Hour Account to request help. Communicate with members to have suggestions for events. Communicate with KBHFF event group.
DEVELOPMENT GROUPThe development group translate member feedback into both technical and non-technical solutions. Set goals for further development of HC and handle the main communication with KBHFF and other external actors. Based on how active the community is there might be a need for more internal service provider roles so the development group should be able to decide and divide new roles. Has access to a global administrator account which covers all branches.
EXTERNAL IT MAINTENANCEBe able to understand all IT systems that have been developed and make smaller corrections and handle possible maintenance of the database and breakdowns.
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STAKEHOLDERS MOTIVATION
HC MEMBER
Help, mediator, support, guide
Services, help, trust, social
Launch-, intro-, community events
KBHFF membership, vegetables
HC MEMBER
KBHFF MEMBER
Introduction, help with sign-up to HC
Informal introduction, promotion
Invitations to HC events
Relationship, co-operation
(Information at KBHFF website)
KBHFF membership, vegetables
KBHFF MEMBER
LOCAL SHOP
BROKER
EVENT MANAGER
DEVELOP-MENT TEAM
IT DEVELOPER
Provides
KBHFFDevelopment Supervisor
Fig 05. Motivation Matrix
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35 To ensure the the main interactions between stakeholders are carried out, the motivation for these needs to be supported. The motivation matrix shows what different stakeholders give to each other and sums up what their motivation are for being part of or related to Hour Community. The model is a tool for the development team to use if there are in the future plans for HC to expand its concept to other KBHFF local shops, with the model they can ie. show the motivation factors KBHFF local branch has. Other than these, the matrix gives a holistic view of all the relationships in HC which can be useful when analysing an actor’s role.
Co-operation, help
Interests and offers for arran-ging events
Co-operation, help
Replies and questions for events
Tasks, challenges, co-operation
Maybe location for the events
Data, questions, activties
HC develop-ment, solutions
Data
HC develop-ment, solutions
Questions, interests
Co-operation, HC developmnt
Development of HC and KBHFF
New solutions, maintement, IT support
HC mem-berships, inte-rests, questions
LOCAL SHOP
Activities at the local KBHFF branch
Questions, problems with IT
Strong commu-nity between their membes
IT problems
Creation of events at the branch
Questions, problems with IT
Work-force, development, mainting KBHFF
Community development at local branch
New require-ment, tasks, problems
Co-operation, maintenment, development
Possible server
HC system/platform development
Space at the local branch to promote HC
BROKER
Co-operation, help
EVENT MANAGER
Co-operation, help
DEVELOP-MENT TEAM
Tasks, challenges, co-operation
IT DEVELOPER
Help with IT problems
KBHFF
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PERSONAS
The personas are fictional characters but is based on attributes of actual KBHFF members, who could be Hour Community members too. In total there are four personas Maria, Rasmus, Lily and Carmen. Each of them have different needs for the Hour Community service and motivations for being a part of it.In the following two sections of the report the personas will be used in written scenarios (p.44) and graphical user journeys (p.50) to show how the service is used.
Development Supervisor
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39
LilyRasmus
Carmen Marie
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PERSONAS • CARMEN
Description
KBHFF info
HC attitude
25 years oldMaster student of Social sciencesFrom SpainLives aloneArrived in Denmark 2 years agoHas a jack russel puppy
Member for under 1 year
“I enjoy going to KBHFF because I have the opportunity to meet people outside my studies, but I am only buying a bag once a month“
Do it yourselferActive
Balances very well between offering and receiving
Interests
Skills
ANIMALSFOOD
BAKING BABYSITTING
I love to give lectures in Spanish, I meet so many new
friends !
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41 PERSONAS • MARIE
Description
KBHFF info
HC attitude
47 years oldHigh school IT teacherLives with husband (not handy) and their two teenagersLives in a big houseShe is a MMORPG player (second life)
Member for 3 years
“I like to chat and have a cup of coffee with my friends in the KBHFF store“
ActiveTendency to request to much
Seeker for advices
Interests
Skills
TEACHING JAVA
GARDENVIDEO GAMESHOME
With the help from HC, my
backyard never looked so good !
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PERSONAS • RASMUS
Description
KBHFF info
HC attitude
29 years oldHandyman at a theatreLives with his girlfriend in a collectivHas three cats and one duckLoves travelling
Member for 2 years
“I enjoy helping out in the KBHFF organisation. It is where I am spending a lot of my free time.“
Do it yourselferVery active
Tendency to offer more than requesting
Interests
Skills
WATERING PLANTS
DRIVING A TRUCK
SPORTSENTERTAINMENT
FIXING MAC
FIXING BIKE
COOKING VEGETARIAN
Love to share my eco food adventures at
HC
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43 PERSONAS • LILY
Description
KBHFF info
HC attitude
37 years oldNurse - In between jobsHas a childDivorcedLikes to stay fitEnvironmentaly consciousAlways busy
Member for 1 year
“I am fan of organic vegetables that KBHFF offers“
Not much activeUses essentially for babysitting her kid
Interests
Skills
CAYAKING
CHILDCARE
HC community has given me more freetime
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SCENARIOS
In the scenarios personas are used to show how the service can be used and how to become a member.
The scenarios cover the two parts of Hour Community the use of pre-service and use of the actual service. A total of nine scenarios is represented here. The pre-service, which explains how a persona becomes a Hour Community mem-ber, has three scenarios and the service, which shows the actual use of Hour Community, has six scenarios. There is also a scenario that shows how a situa-tion for a person is without the Hour Community service.
Development Supervisor
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45
X
SCENARIOS • WITHOUT SERVICE
Carmen got three beautiful pental lamps to her birthday. She has no experiences in assembling lamps and require some help. None of her friends know how and she doesn’t feel comfortable asking her neighbor. Hiring an electri-cian costs too much, so Carmen ends up googling how to DIY. Unfortunately, she only managed to hang up one, while two others got damaged.
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A BRasmus discovers Hour Community when he was picking up his bag of vegetables. He shows interest by looking at the corner table, a broker approaches him and tells Rasmus about the community. The broker later asks for Rasmus’s email to sign him up for the intro-duction event.
Rasmus receives a confirmation to the introduction event and a link to Hour Community website.
At the introduction event, Rasmus and other KBHFF members meet up to various games and pre-sentations. There is food and drinks, members get to know each other better as well. A broker helps Rasmus to sign up as member, giving a short walk through the website and different functionalities.
He gets his photo taken by the broker with Hour Community’s identity background. Rasmus final-ly receives the Hour Community badge magnet when he is fi-nishing his profile making with the broker.
Carmen receives an invitation for an Hour Community event. She is curious about Hour Community and checks their concept on the website. At the website she thought it would be interesting to attend to the event, so she signs up for the intro event.
At the event, Carmen gets to talk to some of the KBHFF members she knows and participates in the activities the event manager arranged. Carmen was convinced that this community will benefit her and decides to sign up. A bro-ker signs her up by and taking a profile photo of her for the profile. Addition to that, the broker gives her a briefly introduction on how to use the website, finally at the end she receives a badge magnet.
After the event, she receives an email from the Hour Community to confirm her profile. While being in her profile, she realized that she forget to list her of taking care of dogs as a skill, and she easily does in the her profile.
SCENARIOS • PRE-SERVICE
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CMarie goes to her local KBHFF shop to pick up her vegetable bag. In the shop a broker ap-proaches her, the broker frien-dly gives an introduction to the Hour Community. She loves the concept and signs up on the spot, but when the broker asks for her skills and offers, she couldn’t think of any. The broker gives her examples and that inspired her to a few skills she could list up. She receives the badge and goes home, she receives a confir-mation mail by Hour Community. After confirming her profile, she wanted to read the guidelines one more time just to be completely sure about the use of the Hour Community service.
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PLUS HOURS
MINUS HOURS
OFFERNEED
14
2
6
5
3
SCENARIOS • SERVICE
Fig 07. Cross with parameters maps out scenarios of HC service
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B2
6
5
3
Lily and her friends are going to a festival and she needs someone to babysit her son. She writes a request for this need. The system is giving back a list of people who can help her with babysitting. Lily chooses Carmen to babysit her son, so she contacts her.
Carmen discovers Marie’s request for someone to walk her dog. Since Carmen’s hours are in minus, she sees this as an oppor-tunity to balance her hours. She contacts Marie.
Since Rasmus has many plus hours in his account, he would like to see what other members can offer him. He browses through his favorite categories and ran-dom /shuffled offers displayed on the homepage to see if there is anything that could interest him. Rasmus discovers that Lily knows cayaking, and he contacts Lily for a cayaking lesson.
Rasmus received free corn from his neighbour, and plans to cook new vegetarian dishes this sunday. He sees this as an opportunity to teach someone to cook vegetarian food, and he puts a ‘sudden offer’ at Hour Community for a specific period of time. He receives inte-rests by Marie, Carmen.
Marie has too many minus hours, yet she wants someone to teach her the newest version of JavaScript. A broker gets a noti-fication about Marie’s status and contact her to guide her balancing her hours.
Rasmus has reached plus 10 hours and he is on his way to one of the KBHFF members to help with fixing furniture. A broker gets a notification about Rasmus’s sta-tus and contact him to guide him balancing his hours.
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USER JOURNEYS
The user journeys show the steps the personas go through to use the service as described in the scenarios. Each user journey shows in more detailed form how to become a member and how the steps of using the service from a user’s perspective.
Development Supervisor
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A
PRE - SERVICE
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B
PRE - SERVICE
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C
PRE - SERVICE
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BLUEPRINT
Development Supervisor
The service blueprint describes the service interaction and processes happening over time by different actors.The blueprint for the Hour Community service is divi-ded into two parts: a global blueprint and a detailed blueprint. The global gives an overview and the detailed shows in depth how the service works. The detailed blue-print has two main parts the pre-service blueprints and the service blueprints and these are further divided into smaller sections.
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E-mail Conversation Photo
Badge
KBHFF
KBHFFshop
Facebook Event
Hc website
Physical evidence legend :
Make the difference between :
Required Optional
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The global service blueprint gives an overview of the contents in the detailed blueprints from pre-service to service by reducing complex steps into more overall processes.
GLOBAL BLUEPRINT
LINE OF INTERACTION
LINE OF VISIBILITY
INTERNAL INTERACTION
Fig 08. Global blueprint
PHYSICAL EVIDENCE
BROKER
MEMBER
EVENT MANAGER
SUPPORTPROCESSES
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Exchange hours
Distribute hours from Hour Account
Support member’s activities (OPT)
Sign mem-ber up
Create an HC event
Request service
Transferhour tran-saction
Attend HC Event
Do services for the HC event
Offer ser-vice
Receive hour transaction
Receive hour transaction
Become a member at Hour Community
KBHFF
Fig 08. Global blueprint
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DETAILED BLUEPRINT
The detailed blueprints show in detail all of the interactions and processes from pre-service to service. It focuses on explaining the touch points the member has with the service and the involvement of internal service providers, the broker and the event manager, and the supporting IT systems happening over time.
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73 Blueprints pre-service
The pre-service blueprint shows how a KBHFF member can become a member of Hour Community and through this what interactions there is between mem-bers, the broker, the event manager and the IT systems in support processes over time.
There are two ways for a KBHFF member to become a member of Hour Community. The member can either sign up at the local KBHFF shop or go to a Hour Community event. Both share the same post-sign up blueprint shown in the end of the pre-service blueprint.
Sign up to HC in KBHFF SHOP
Pre-service
Sign up to HC event online
Sign up to HC event in KBHFF SHOP
Attend HC event
Post sign up
Fig 09. Pre-Service overview
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PHYSICAL EVIDENCE
BROKER
MEMBER
EVENT MANAGER
SUPPORTPROCESSES
Accept to be a member
Enter perso-nal profile information
Ask if KBHFF member would like to be HC member
Create profile and let member enter profile information
Give intro-duction to HC
Take contact to KBHFF member picking up bag of vegatables
Give intro-duction to HC website
Get intro-duction to HC website
Get intro-duction to HC
Meet broker in the KBHFF shop corner
LINE OF INTERACTION
LINE OF VISIBILITY
INTERNAL INTERACTION
Create new user Id
Blueprints pre-service • Sign up to HC in KBHFF shop
Fig 10. Pre-service blueprint
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Take profile picture and transfer to computer
Upload profile pic-ture to new profile
Read through user imput and approve and check KBHFF
Help with making first skill
Give HC badge magnet
Registrer offer, but wait with posting to website
Create and update user interests
Choose interests from list of categories
Add first skill with help from broker
Get profile picture taken with HC background
Read through together with broker and verify with KBHFF
Receive HC badge magnet
Give KBHFF members list and Registrer profile infor-mation
Store picture file and link to profile entity in database
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PHYSICAL EVIDENCE
BROKER
MEMBER
SUPPORTPROCESSES
Get short introduction to HC
Give short introduction to HC
Send confir-mation email to member signed up for event
Take contact to KBHFF member picking up bag of vega-tables
Get user’s name and email and add to event attendee list
Registrer sign up for intro event
Sign up to introduction event with name and email adress
Receive email confir-ming sign up
Meet broker in the shop’s corner
Go to local KBHFF shop
LINE OF INTERACTION
INTERNAL INTERACTION
Blueprints pre-service • Sign up to HC event in KBHFF
Fig 11. Pre-service blueprint
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77Blueprints pre-service • Sign up to HC event in KBHFF
KBHFF
Send confir-mation email to member signed up for event
Registrer sign up to intro event
Sign up to introduction event (if member of local KBHFF)
Discover HC website
Receive email confir-ming sign up
Become aware of HC website
LINE OF VISIBILITY
Blueprints pre-service • Sign up to HC event online
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PHYSICAL EVIDENCE
BROKER
MEMBER
EVENT MANAGER
SUPPORTPROCESSES
Go to HC intro event and be wel-comed
Meet HC members
Stay upda-ted with the HC event
Set up com-puters and photo booth for sign up session
Greet mem-bers
Greet mem-bers
Prepare event and send news to members
Check number of attendees to the event
Give number of the event attendees
LINE OF INTERACTION
LINE OF VISIBILITY
INTERNAL INTERACTION
Blueprints pre-service • Attend HC event 1/2
Fig 12. Pre-service blueprint
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Receive inte-ractive intro about HC
Give intro-duction to HC
Take profile picture and transfer to computer
Create profile and let member enter profile information
Get profile picture taken with HC background
Add profile picture to new profile
Decide to be a member
Support member if needed
Enter perso-nal profile information
Create new user Id
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PHYSICAL EVIDENCE
BROKER
MEMBER
EVENT MANAGER
SUPPORTPROCESSES
Read through profile data together with broker
Read through user imput and approve
Registrer profile infor-mation
Registrer offer, but wait with posting to website
Check match between name and KBHFF mem-bers number
Give KBHFF members list
State KBHFF member’s number to broker
Finish making profile
Add skills
LINE OF INTERACTION
LINE OF VISIBILITY
INTERNAL INTERACTION
Support member if needed (OPT)
Support member if needed (OPT)
Choose interests from list of categories
Blueprints pre-service • Attend HC event 2/2
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Receive HC badge magnet
Give HC badge magnet
Put badge onto shirt(OPT)
Go home from event
Go back and talk to other mem-bers and continue HC event
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PHYSICAL EVIDENCE
BROKER
MEMBER
SUPPORTPROCESSES
Confirm membership of HC
Get new member confirmation
Send out confirmation emails to new mem-bers
Send out confirmation emails to new mem-bers
Post offer made at intro event to website
Discover website for the first time as a logged in member
Receive confirmation email from signing up at event
Put HC badge magnet on refrigerator(OPT)
LINE OF VISIBILITY
INTERNAL INTERACTION
Blueprints pre-service • Post sign up
Fig 13. Pre-service blueprint
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HOUR EXCHANGE
SERVICEHAPPENS
Post a sudden offer
Offer a service to multiple receivers
Request for a service
Event manager arranges HC event
In case of too many hours
Request for multiple providers
Offer a service
Service
When a user has become a HC member, there are several actions that they can do in this service (fig.14). To describe the actions in details, the tool of blue-printing has been used. These sets of service-blueprints describe the member’s touchpoints and the interactions between the broker/event manager and the bac-kend system. The event manager also uses the system to request for members to do services at the Hour Community event, how the touchpoints are in this action can be seen in the ‘Hour Account Event’.
LOG IN
LOG IN
Blueprints pre - service
Fig 14. Service blueprint overview
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PHYSICAL EVIDENCE
MEMBER 2
MEMBER 1
SUPPORTPROCESSES
Choose an offer sugges-tion
Contact member 1
Communi-cate with member 1
Receive interests
Offer help Receive reply
Log in to Hour Community account
Communi- cate with member 2
LINE OF INTERACTION
LINE OF VISIBILITY
Blueprints service • Offer a service
Fig 15. Service blueprint
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Agree with member 2
Agree with member 1
Confirm the request
Meet mem-ber 1
Receive service
Send request’s resume to member 1 and member 2
Transfer hours and update members’ activity’s history
Receive request’s resume
Do serviceMeet mem-ber 2
Receive an email about hour exchange
Confirm service and hours upda-ted
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PHYSICAL EVIDENCE
MEMBER 2
MEMBER 1
SUPPORTPROCESSES
Create a sudden offer
Agree with member 2
Communi-cate with member 1
Agree with member 1Give interest
Receive offer sugges-tion
Receive interest
Communi-cate with member 2
Log in to Hour Community account
LINE OF INTERACTION
LINE OF VISIBILITY
Blueprints service • Post a sudden offer
Fig 16. Service blueprint
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Confirm the request and receive resume
Meet mem-ber 1
Receive service
Confirm service and hours upda-ted
Send request’s resume to member 1 and member 2
Transfer hours and update members’ activity’s history
Receive request’s resume
Do serviceMeet mem-ber 2
Receive an email about hour exchange
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PHYSICAL EVIDENCE
MEMBERS
HOUR ACCOUNT
SUPPORTPROCESSES
LINE OF VISIBILITY
MEMBER 1
LINE OF INTERACTION
Create a sudden offer for multiple members
Agree with members
Communi-cate with member 1
Agree with member 1Give interest
Receive offer sugges-tion
Receive interests
Communi-cate with members
Log in to Hour Community account
Blueprints service • Offer service to multiple receivers
Fig 17. Service blueprint
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Hours upda-ted
Transfer hours from Hour Account and between members
Confirm service and get hours exchanged
Hours upda-ted
Confirm the request and receive resume
Meet mem-ber 1
Receive service
Send request’s resume to member 1 and member 2
Receive request’s resume
Do serviceMeet members
Receive an email about hour exchange
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PHYSICAL EVIDENCE
MEMBER 2
MEMBER 1
SUPPORTPROCESSES
Browse through members who can offer help
Suggest member with skills that match with the request
Give interest
Receive interest(s)(OPT)
Browse through interests(OPT)
Search and publish a request
Log in to Hour Community account
LINE OF INTERACTION
LINE OF VISIBILITY
Register the request and publish the request
Blueprints service • Request for a service 1/2
Fig 18. Service blueprint
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Agree with member 2
Communi-cate with member 1
Agree with member 1
Receive request’s resume
Meet member 1
Do service
Send request’s resume to member 1 and member 2
Receive request confirmation
Confirm request
Meet mem-ber 2
Receive request’s resume
Receive service
Communi-cate with member 2
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PHYSICAL EVIDENCE
MEMBER 2
MEMBER 1
SUPPORTPROCESSES
Send email for confirma-tion of the service
Transfer hours and update members’ activity’s history
Receive hour transaction
Confirm that the service is done
Receive email for confirma-tion of the service
LINE OF INTERACTION
LINE OF VISIBILITY
Blueprints service • Request for a service 2/2
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PHYSICAL EVIDENCE
MEMBERS
MEMBER 1
BROKER
HOUR ACCOUNT
SUPPORTPROCESSES
Receive interests
Give inte-rests
Agree with member 1
Receive offer suggestions
Suggest members other mem-bers mat-ched to the search
Communi-cate with member 1
Communi-cate with members
Agree with members
Create a request for multiple members
Log in to Hour Community account
LINE OF INTERACTION
LINE OF VISIBILITY
INTERNAL INTERACTION
Blueprints service • Request for multiple providers
Fig 19. Service blueprint
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Receive request’s resume
Receive request’s resume
Meet member 1 and other members
Receive service
Hours updated
Receive mail for appro-val for a -H activity
Approve -H activity
Detect -H activity and sends a mail for approval to broker
Send an approval with activi-ty’s resume
Transfer hours from Hour Account and between members
Hours upda-ted
Meet mem-bers
Receive an email about hour exchange
Do service
Confirm -H activity request’sresume
Confirm - H activity request’s resume
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PHYSICAL EVIDENCE
MEMBER 2
MEMBER 1
SUPPORTPROCESSES
Browse through favorite categories
Send out newsletter and sug-gestions matched to members
Register the chosen category
Show mem-bers mat-ched with the catagory
Choose one category
Choose a member with a desired skill
Log in to Hour Community account
Receive newletter
LINE OF INTERACTION
LINE OF VISIBILITY
Blueprints service • In case of too many hours 1/2
Fig 20. Service blueprint
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Agree with member 2
Communi-cate with member 1
Agree with member 1
Receive request
Meet mem-ber 1 Do service
Send request’s resume to member 1 and member 2
Confirm request
Meet mem-ber 2
Receive request
Receive service
Contact member 2
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PHYSICAL EVIDENCE
MEMBER 2
MEMBER 1
SUPPORTPROCESSES
Send email for confirma-tion of the service
Confirm that the service is done and hours get updated
Receive email for confirma-tion of the service
LINE OF INTERACTION
LINE OF VISIBILITY
Transfer hours and update members’ activity’s history
Blueprints service • In case of many hours 2/2
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PHYSICAL EVIDENCE
MEMBERS
EVENTMANAGER
HOUR ACCOUNT
BROKER
SUPPORTPROCESSES
Receive interests
Give interestAgree with Event Manager
Give access to Hour Account
Receive offer suggestions
Communi-cate with member 1
Communi-cate with members
Agree with members
Create a request for multiple members
Log in to Hour Community account
LINE OF INTERACTION
LINE OF VISIBILITY
INTERNAL INTERACTION
Blueprints service • Event manager arranges HC event
Fig 21. Service blueprint
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Receive request’s resume
Receive request’s resume
Meet member 1 and other members
Do services Hours updated
Receive mail for appro-val for a -H activity
Approve -H activity
Confirm Hours exchange
Receive email for confirma-tion of the services
Detect -H activity and sends a mail for approval to broker
Send an approval with activi-ty’s resume
Transfer hours from Hour Account and distribute to members
Send email for confirma-tion of the service
Hours upda-ted
Meet mem-bers at event
Receive an email about hour exchange
Receive services
Confirm - H activity request’sresume
Confirm -H activity request’s resume
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WEBSITE MOCK-UP
ProgrammerSupervisorW
eb Designer
In order to envision how the website could be, we have designed a mock-up to give a sense of how it works. This mock-up has been developed according to the different user journeys that predetermined the paths through the interface. It also takes the outputs into account from the previous prototypes and user tests.
This mock-up is deliberately done in a non-pixel-perfect way, this way it will focus more on the content, functionalities, organization and interaction, rather than the aesthetics of it.
With this semi-high-fidelity prototype, it will give the web designer an inspi-ring fundament to do more detailed wireframes, this way the developers receive a proper visualization of what they need to build.
The graphic style that is illustrated in this mock-up is a basic standard for Hour Community website. It is not fully polished for the reason of the project’s stage. The look of it at this phase should be kept simple and rough so it can give room for changes. The mock-up has been made with In-Design. It contains eighteen pages that are linked together with interactive buttons (appendix 13).
The information architecture bellow against gives an organized overview of website content. Wider out the boxes are, the deeper in the website user is.
Fig 22. A representation of the architecture information
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HOMENEWS
CONCEPT
JOIN EVENT
FB PAGE
FOOTER
HELP
Contact
Forum
Skills & interests
Personal info
Terms & conditions
Partners ?
Policy privacy
User guideOngoing & log
activities
Relevant offer Relevant request
Add request Add sudden offer
PROFILE
OFFERS by the community
REQUESTS of the community
TOOLS
CategoryCategoryRequest Offer
Information architecture
Members only
Public
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HOUR COMMUNITY3
OFFERS by the community
REQUESTSof the community
Relevant requests :
ADD YOUR SUDDEN OFFER
+ADD YOUR REQUEST
+EXPLORE OFFERS EXPLORE REQUESTS
Offers from your favorite category :
Fig 23. An illustration of wireframes
Member name +x h Member name +x h
Home page for Members
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Fig 23. An illustration of wireframes
Request page
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INTERNAL SERVICE PROVIDERS’ INTERACTION WITH IT SYSTEM
ProgrammerSupervisorW
eb Designer
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109 As described in the stakeholders map on page 32 in the product report the broker and the event manager has each specific IT capabilities. Both of them do not need to be able to know all the specifics about the database and the software running on the servers, but should be able to access different parts of the system than a normal member. The broker and the event manager both have specific profiles and HC email addresses to use for carrying out their function as service providers. These profiles are different from their own personal members profiles in which they can act as normal members.
EVENT MANAGER NEEDS TO INTERACT WITH THE SYSTEM TO :Post events to the event page.Get email address to all HC branch members with invitation.Get email address to all to members’ attending an event.Post request to HC webpage to members on the behalf of the HA.Have overview of HA in the same way members have with their account.
Write and post to news section of web page.
BROKER NEEDS TO INTERACT WITH THE SYSTEM TO :Have an overview of all members’ activity.Have an overview of all transactions.Have an overview of active posts (requests, offers).Confirm the use of HA and the transaction which involves a transactiongoing from the HA.Have overview of Hour Account.Write and post to news section of web page.Edit members’ profile data. Create profiles at sign up situations (HC event and KBHFF shop).
All of these functions should be accessible through a graphical user interface in a web browser on their personal computer or any other personal computer without the need to have special programs installed, but with an internet connec-tion, a web browser and a specific login and password.
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EVENT
Supervisor
Development
LAUNCH HC EVENT HC EVENT 1 HC EVENT 2
HC EVENT = FUN + HC MEMBERS + INTRO FOR NEW MEMBERS + SIGN UP DESK
LAUNCH HC EVENT = IMPACTFUL INTRO + GAMES + SIGN UP
time
= SIGN UP IN KBHFF LOCAL SHOP POSSIBLE
Hour Community events are an essential part of the service offered to it’s mem-bers. It differs from the small services members can carry out for each other by being able to gather members together and through that create a community feeling in Hour Community.
The first event of the Hour Community will be the launch event, where the goal is to introduce KBHFF members to Hour Community and let them become members. This will secure that the service can start of with a larger amount of members from one day to the other. Similar to the launch event the HC event also has a part of it introducing and letting KBHFF members sign up to Hour Community, but there is also another general event happening with existing members participating. Bringing together new and existing members will help to create trust between members and thereby support members in offering and requesting a service.
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I like...I can teach...I can fix...
Fig 24. How the HC event is imagined
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SERVICE ARCHITECTURE DIAGRAM
Service architecture diagram describes Hour Community’s internal and external participants, and their system connections to the HC system. The purpose of this model is to explain to the development team and the IT developers how the HC works, who the participants are and what their roles are either provider or receiver.
INTERNAL PARTICIPANT
SYSTEMEXTERNAL PARTICIPANT
ROLEBINDING
COLLABORATIONUSE
SYSTEM CONNECTION
Model legend :
Supervisor Programmer
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IT SYSTEM
IT DEVE- LOPER
DEVELOP-MENT TEAM
BROKER
EVENT MANAGER
MEMBER
MEMBER
HC SYSTEM
KBHFF MEMBER
Service
Support and guide
Cooperate
Delegate res-ponsibilities
Delegate res-ponsibilities
Develop and maintain system
Arrange events and design games
Introduce and sign up
REC
EIVE
R/PR
OVI
DER
REC
EIVE
R/PR
OVI
DER
REC
EIVE
R
RECEIVER
RECEIVER
RECEIVER
PROVIDER
PROVIDER
PROVIDER
PROVIDER
PRO
VID
ER
PRO
VID
ER
PRO
VID
ER
PRO
VID
ERRE
CEI
VER
REC
EIVE
R
Fig 25. Service Architecture Diagram
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CONCEPTUAL OVERVIEW OF IT SYSTEM
Supervisor
To offer member’s and service providers of Hour Community the best possible service, the design of the system must be considered to fit to the current and fu-ture needs of Hour Community. This model shows the distributed system of Hour Community.
Programmer
Personal computers of user with web browser and internet connection
Application Server at cloud supplier
Database Server at cloud supplierUser view and controls Application logic
Invocation
Invocation
Invocation
Invocation
reply reply
reply
reply
User view and controls
Database manager
Application logic
Fig 26. Model of the distributed system
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117 In the current situation of the Hour Community has no existing ownership of infrastructure (e.g servers) but is able to get access to a cloud service rented by KBHFF. This server could be useful for the development of the application and the database, but the cut of cost for HC would result in giving away part of their independence. This would make the Hour Community related to the decision making process of KBHFF, which is not wanted1.
This means that the development group will have to rent access to servers from a cloud service supplier and have control over a application running and a distributed relational database to provide the application with the needed data. The relational database explained further in the next section of this report. By renting access through a cloud supplier there will be investment in server infras-tructure and tasks can be outsourced to the cloud provider which makes the development group able to focus on their what it is good at instead of conside-ring every detail in the infrastructure.
The system is based on a client-server architecture, where the user can be access the service through a URL in a web browser on any personal compu-ter (main focus), tablet or mobile phone connected to the internet and with unique login and password. The URL refers to a program on the server because the user’s invocation has to be processed by the program to reply to a request because the reply changes over time because of the actions of users.
To run the application and have control over the application it is needed to have a Platform as a service (PAAS) delivery model for the cloud service. This application will be specifically programmed for it’s purpose and be able to access a specifically designed relational database. The application will be run-ning on a application server, where invocations from users will be received and the application server will then be a client to the database server to receive the needed data from the request and process this data before presenting it as a GUI on a webpage to the user. Both the application server and the database server will be provided by the cloud service provider while users and service providers use their own personal computers.2
COMPUTER PROCESS
Legend :
2. Coulouris, G., ET al., 2012, Distributed systems concepts and design, Fifth Edition, p. 54
1. Hirslund, Dan - Interview - First meeting with time coop group, 24th April - 22:35
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RELATIONAL DATABASE
To manage the data from members and member’s posts to the platform a relational database together with a relational database management system will cover the needs of data management.
Supervisor Programmer
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APPLICATIONSERVERWEB INTERFACE
RELATIONALDATABASE
MANAGEMENT SYSTEM
DISTRIBUTEDRELATIONALDATABASE
This data management strategy will reduce data redundancy and inconsistency and secure a better user experience for all involved partners without special IT capabilities who can use a website interface to put the data to use.
In this section of the report the conceptual design of a relational database model will be outlined to help specify requirements based on the needs of the Hour Community service and future proofing for expansion or changes based on lear-nings from running the service system in reality with actual users. This concep-tual design will be backed up by a data dictionary, and consist of a section describing the data entities and afterwards their relationship in the entity-relationship diagram.1
Fig 27. Overview of the relational database
1. Laudon, K. C., ET al., 2010, Management Information Systems: Managing the Digital. Firm.11th Edition, p. 241
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branch_Name string* Name of the local branchrole_Id int++ Defines if member is normal member or bro-
ker or event manager or other roles.role_Name string* Name of rolerole_CreateProfile boolean* Role can create profilesrole_UpdOwnProfile boolean* Role can update own profilerole_UpdOtherProfile boolean* Role can update other members profilesrole_DeleteOwnProfile boolean* Role can delete own profilerole_DeleteOtherProfile boolean* Role can delete other members profilesrole_CreateBranch boolean* Role can create a new branchrole_UpdateRole boolean* Role can update rolerole_DeleteOtherPost boolean* Role can delete other members postsrole_UpdateOtherPost boolean* Role can update other members posts
DATA DICTIONARYThe data dictionary shows all data elements by defining their name, data type and a short description. It should be seen as a reference document to the other models in this section of the report.
= not handled by humans, managed by database= cannot be left out= cannot be left out, but when left out it defaults to
FIELD NAME DATA TYPE DESCRIPTIONuser_Id int++ Unique number to identify HC memberuser_FirstName string* Member’s first name(s)user_LastName string* Member’s last nameuser_Email string* Member’s email, it is also login to HC webpageuser_Phone string Member’s phonenumberuser_Password string* Member’s passworduser_PictureURL string* URL to a local (or remote) filesystem contain-
ing the profile pictureuser_Hours int* Amount of hours on member’s accountuser_Address string* The adress of the member. Only showed in
post not in profilebranch_Id int++ Unique number to identify local branch
++*
<>
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FIELD NAME DATA TYPE DESCRIPTIONbranch_Name string* Name of the local branchrole_Id int++ Defines if member is normal member or bro-
ker or event manager or other roles.role_Name string* Name of rolerole_CreateProfile boolean* Role can create profilesrole_UpdOwnProfile boolean* Role can update own profilerole_UpdOtherProfile boolean* Role can update other members profilesrole_DeleteOwnProfile boolean* Role can delete own profilerole_DeleteOtherProfile boolean* Role can delete other members profilesrole_CreateBranch boolean* Role can create a new branchrole_UpdateRole boolean* Role can update rolerole_DeleteOtherPost boolean* Role can delete other members postsrole_UpdateOtherPost boolean* Role can update other members postspost_Id int++ Unique number to identify postpost_Type int* Defines if post is a request or an offerpost_Date date* Date post was made visible on websitepost_Posted boolean* Defines if post is visible on website or wait-
ing to being posted - for example until email adress is confirmed after sign up
post_Heading string* Heading of postpost_Desciption string* Short desciption of postpost_Attendees int<>1 Number of attendees to offer/requestpost_DateService date Possible date of offer/request service. <>Any-
timepost_TimeService time Possible time of offer/request servicepost_Expired boolean* Defines if post has expired and is no longer
visible. <> 30 dayscomment_Id int++ Unique number to identify comment to postcomment_Text string* Content of commenttransaction_Id int++ Unique number to identify transactiontransaction_quantity int* Number of hours being transferedtransaction_agreed boolean* Defines if there has been made an agreement
to carry out servicetransaction_confirmed boolean* Defines if the transaction has been carried outcategory_Id int++ Unique number to identify categorycategory_Name string* Name of categorycategory_Desciption string* Short desciption of categorycategory_Icon string* URL to a local (or remote) filesystem contain-
ing the icon filekeyword_Id int++ Unique number to identify keywordkeyword_Text string* Keyword textskill_Id int++ Unique number to identify skillskill_Heading string* Heading of skillskill_Desciption string* Short desciption of skill
Fig 28. Table of data dictionary
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NORMALIZED TABLES The normalized tables represents the grouping of data elements from the data dictionary and shows the relationship among data elements on a detailed conceptual level compared to the overview the entity-relationship diagram provides.
Each entity (ex: PROFILE) groups attributes (ex: user_id) so the relationship clearly are stated and many-to-many relationships are avoided. Entities can be seen as two-dimensional tables containing data in the database.
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user_Id
role_id
user_FirstName
user_LastName
user_Email
user_Phone
user_Password
user_Picture
user_Hours
user_Address
PROFILE
role_Id
role_Name
role_UpdateRole
role_DeleteOtherPost
role_UpdateOtherPost
role_CreateProfile
role_UpdOwnProfile
role_UpdOtherProfile
role_DeleteOwnProfile
role_DeleteOtherProfile
role_CreateBranch
ROLE
post_Id
post_Type
post_Date
post_Posted
user_Id
post_DateService
post_TimeService
post_ExpiereDate
post_Heading
post_Description
post_Attendees
post_Expiered
post_Hours
POST
comment_Id
comment_Text
post_Id
user_Id
COMMENT
branch_Id
branch_Name
BRANCH
transaction_Id
post_Id
transaction_quantity
transaction_agreed
transaction_confirmed
TRANSACTION
post_Id category_id
POST CATEGORY
post_Id keyword_id
POST KEYWORD
user_Id
PROVIDER TRANSACTION
transaction_Id user_Id
RECIEVER TRANSACTION
transaction_Id
category_Id user_id
USER INTEREST
category_Name
category_Id
category_Desciption
category_Icon
CATEGORY
keyword_Id
keyword_Text
KEYWORD
skill_Id
skill_Heading
skill_ Desciption user_Id
USER SKILL
skill_Id
category_Id
USER SKILL CATEGORY
skill_Id
keyword_Id
USER SKILL KEYWORD
Normalized tables
Fig 29. Normalized tables
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ENTITY-RELATIONSHIP DIAGRAMThe database model is documented in the entity-relationship diagram below. It illustrates the relationship between entities. The entries are here represented as boxes while the relationship is the line between together with a || or a <| as in the example below:
Entry 1 can have many Entry 2’s shown with >| while Entry 2 can only have one Entry 1 shown with ||. The relationship between the two is therefore a one-to-many relationship
To support not just a post that has a single provider and a single receiver. There is the need for having the two entries Transaction provider and Transaction receiver so a many to many relationship is not present because of the two cases where a member has several other members providing or offering a service.
ENTRY 1 ENTRY 2
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POST
USER SKILL
PROFILE
USER INTEREST
COMMENT
TRANSACTION
PROVIDER TRANSACTION
RECEIVERTRANSACTION BRANCH
USER SKILL CATEGORY
ROLE
POST KEYWORD
USER SKILL KEYWORD
POSTCATEGORY
CATEGORY
KEYWORD
Entity relationship diagram
Fig 30. Entitiy relationship diagram
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BUSINESS ASPECT
Supervisor
Development
The principle aim of KBHFF is not to make money, but to create a currency, that holds a different kind of value, which strengthens the community.
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129 1. Kyvsgaard H. P., 2014, Distributed sys-tems. Business modes and developmentprocesses, p. 31
2. Osterwalder, A., Peigner Y., 2010, Business model gene-ration: a handbook for visionaries, game changers and chal-lenges, p. 15
Although the organisation has to be self sufficient, a real money will be needed to cover costs connected to setup and administration. The philosophy of sharing through the giving is the core business principle for the organisation.
The rationale of how an organisation creates, delivers and captures economic and social values can be described by using business model canvas by Alexander Osterwalder1. The business model is like a blue-print for a strategy to be implemented through organisational struc-tures, processes and systems.2
There are practical problems that arise as soon as we move outside of a commercial scope. There is still always a ‘business model’ – the means by which the organisation achieves its aims, ‘the business of the business’. Most of the ‘left-hand side’ of the model in Business Model Canvas is much the same in a for-profit and not-for-profit context, but the ‘right-hand side’ is often radically different in a not-for-profit context, where terms such as ‘Revenue Streams’, ‘Customer Segments’ or even ‘Value Proposition’ may make little apparent sense.3
Hence it might be a useful to link Business Model Canvas to enter-prise-architectures and business-process management via the Enterprise Canvas model. Enterprise Canvas is composed of any number of services. Each service has the same conceptual structure, creating and adding value to flows before, during and after its main transactions.4
Mapping Business Model Canvas to Enterprise Canvas 5
3. Graves, T., 2011, Using Business Model Canvas for non-profits, para. 6
4. Graves, T., 2011, Using Business Model Canvas for non-profits, para. 2
5. Graves, T., 2010, Mapping the Enterprise Modelling the enterprise as services with theenterprise Canvas, p. 204
Fig 31. Mapping business model canvas to enterprise canvas. Model by Graves, T. (2010
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A ‘supplier’ is an another service from whom we primarily receive some form of value in the main-transaction flow; and a ‘customer’ is another service within the enterprise to whom we primarily provide value. In that sense, ‘customer’ or ‘supplier’ is not a person or organisation, but a contextual role that any person or organisation may take – and may switch between those roles, according to context.6
There’s a collection of relationships that are usually implied or glossed-over in a commercial business-model, but are often extremely important on non-pro-fit and government business-models: the relationships with investors and benefi-ciaries. An investor is anyone who invests some form of value into the organisa-tion, in terms of the values of the shared-enterprise. So this includes employees, who invest their time and commitment; it includes the community within which the organisation operates. For a non-profit, it includes donors, volunteers, fund-raisers and the like. A beneficiary is anyone who retrieves some form of value from the organisation, in terms of the values of the shared-enterprise. For example, a community may gain a sense of pride, of satisfaction, or simply the fact of having gainful employment within a money-based economy. There is often additional complexity in that investors and beneficiaries are not necessa-rily the same people, and that the forms of value in each flow may be different – for example, a community invests effort and trust, and receives a stronger sense of community in return.7
To elicit more details about the enterprise and its services via conversations with the stakeholders, we can use the enterprise canvas which divide service into a simple standardised matrix. Each cell represents a distinct and discrete set of activities and viewpoints for the service as a whole.8
Each service provides three distinct views on value- value proposition, value creation and value governance. These respectively relate to what happens before, during and after the main transactions of exchangeable value.9
Business Model Canvas, in its current form, is a very good framework on which to develop business-models for commercial organisations. It’s not such a good fit for the requirements of business-modelling for non-profits and government departments. The Enterprise Canvas model on the other hand provides a useful and largely-compatible alternative for the aspects of modelling that Business Model Canvas cannot reach.10
6. Graves, T., 2011, Using Business Model Canvas for non-profits, para. 26
7. Graves, T., 2011, Using Business Model Canvas for non-profits, para. 36
8. Graves, T., 2010, Mapping the Enterprise Modelling the enterprise as ser-vices with theenterprise Canvas
9. Graves, T., 2010, Mapping the Enterprise Modelling the enterprise as services with the enter-prise Canvas, p. 71
10. Graves, T., 2011, Using Business Model Canvas for non-profits, para. 38
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131 #3
!!! !!!!!
Inbound
!!!!Service Outbound
Supplier!!Member who
provides service
!!!!!Before!<———>!!!!!!!!During!———>!!!!!!!!After!<———
Supplier relations!!Member is able to offer help and earn some hours
Value proposition!!Events for members
Customer relations!!Member is able to publish his request
!!!!!Before!<———>!!!!!!!!During!———>!!!!!!!!After!<———
Customer!!Member who
receives service
Supplier channels!!Offer a service !!Show interest in request
Value creation!!Easy accessible time bank platform for members
Customer channels!!Receive a service
Value outlay!!Receives 1 hour to his account
Value governance!!Feedback
Value return!!Pays 1 hour from his account to other member’s account
Investor!!KBHFF/ HC
Beneficiary!!HC, KBHFF,!Community!!
Enterprise canvas
Fig 32. A suggested enterprise canvas for the Hour Community
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PLAN OF ACTION
Supervisor
Development
For Hour Coummity to become, there are a few steps that are required to be done. First of all, the development team has to decide whether they want rent a server or buy a server, or even use KBHFF’s server if KBHFF allows this. Additional to this, they have to find a IT team consisting of IT developer(s) and web designer(s).
The IT team will use the service architecture to develop the system. The IT developers and web designers will also have to test the website to achieve the best user experience before launching it at the launch event. The members who participated in the beta-version should be the members who test the website, this will give the system pre-data to see how the service works.
It is not before the launch event Hour Community gathers the amount data from members to create the Hour Community. For future changes in the system, there is needed for a IT person to maintain it.
The chronological order of the actions before launching the Hour Community:
1 42 3
Fig 33. Timeline of the steps to build Hour Community
5
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1331
4
2
5
3
6
time
PROOF OF CONCEPT : PROTOTYPE BLOGCreate interest for the idea in KBHFF Amager with a limited amount of users trying out a prototype blog (ex. wordpress). Summer 2014.
GET A NEW IT TEAM ONBOARD (DEVELOPERS & WEB DESIGNER) Contact supervisors and students of IT educations in Copenhagen and find the right match use Hour Community product report to tell about the project and the current state of the project. Both develop-pers and web designer should cooperate. There should be also a plan on how to maintain and adjust the system if there are changes in the future.August/september
DEVELOP THE SYSTEMChoose a cloud service supplier or get access to KBHFF’s rented server to let IT develop and test appli-cation and database.
LET’S GO !Official Launch Event of Hour Community for KBHFF Amager.
GROWING HOUR COMMUNITYThe ongoing Hour Community events keep the spirit of the membership going.
EXPAND ?Expanding to other branches of KBHFF could be considered as the next step.
5 6
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135
SO W
HAT ?
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The Hour Community service system helps to strengthen the local commu-nity of local KBHFF branches by bringing members closer together. To bring members closer together is done in two ways: by letting members of Hour Community carry out services for each other and bringing together the commu-nity at Hour Community events.
The design of the service supports members to carry out services for each other. This is done by creating a trustworthy system, where every KBHFF mem-ber will have to have personal contact to the broker to become a HC member and create a strong profile from day one. Trust is the foundation for letting mem-bers carry out services for each other and will lower a possible sceptical barrier to post skills, offers and request through the website of Hour Community, which will possibly result in it being more active.
The trust element is not just supported at member to member level, but also at a member to system level by not just having a website, but the broker being physi-cally present and visible in the local KBHFF shop every week. This manifests even deeper to letting the involved person be a member instead of a user, which implies a more horizontal organisation where every member can have influence in Hour Community.
By letting members of the Hour Community carry out services for other members, a common ground for people to meet and thereby the potential for a friendly social interaction is made, where one or more members gain hours and one or more members are provided with a service, so every involved mem-ber gains something from using the Hour Community service. The exchange of hours as a currency will make it possible by not just to exchange services one member to one member, but one member to another member to another member and so on. The goal of this should not be about the amount of hours in a member’s account, but rather the amount of activities. This is supported by letting members see each other’s history of exchanges and by the Hour Meter, which is the visual representation of an account. The Hour Meter is in it’s visual representation of an account inherently non-strict about having a negative or positive amount of hours as long as neither goes to extremes. Balance and acti-vity are thereby more essential and support the service not being called a time bank but an Hour Community. Altogether the members carrying out services for each other will result in a network of social interactions, which will support strengthening the potential for a flourishing local community.
The potential for a community caused by members exchanging services can be put to use for Hour Community Events. As the central meeting place for brin-ging together members, the events can create a closer bond in between members and result in a common fellow feeling in both KBHFF and Hour Community. This is supported by letting some members provide a service to the rest of the community at the event. The hours for this service will be provided by the Hour Account, which is the common account in the ownership of all members, but managed by the Event Manager. Thereby this will eventually lead to greater events for everyone and bring ownership of the events to members. The result of
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1. Københavns Fødevarefællesskab, 2014, Projekt økohub skudt i gang
2. Københavns Fødevarefællesskab, 2014, Projekt økohub skudt i gang
this will be that the events are not just created and supported by the event mana-ger, but also by the community and for the community.
The Hour Community (HC) service system can not just have an impact in between HC members but also for Copenhagen Food Cooperative on a local and potentially organisation-wide level. With the ongoing research for a central store for KBHFF happening1, the local branches might face changes compared to their current situation with a decentralised organisation structure. This will challenge the 10th basic principle of KBHFF concerning the organisation being “run by a local, working community”.2 Hour Community supports these values of strong local KBHFF branches by offering the service system as an instrument for each local branch to use for strengthening local community in the KBHFF branch and potentially lead to a stronger organisation with more involved members.
To offer this service, a new Hour community platform has to be built because it differs from existing time banking solutions. Hour Community is not just about the exchange of services for hours, but it has a deeper meaning of securing a strong community.
To build the software from the bottom for Hour Community would help to future proof the service by letting it be both expandable to more than one branch and flexible to smaller changes when new rationales is made from running the actual service. With Hour Community being an independent organisation that in it’s start up period leans against the KBHFF there is also the potential for bringing the service to other existing communities around organisations. This scaling from one branch to other branches to potentially other organisations will be done with as flat a structure as possible, where both the broker and the event manager local members and the development group would be the service provi-der offering the service to organisations.
Hour Community is an innovation inside both time banking services and community building services by combining the two together. This means that the potential build up by the exchange of services and hours can be fulfilled through Hour Community events. Further more the service system has been designed not for a local area, but for a local organisation in the area and offe-ring a more holistic approach to a time banking system, which also includes the interactions members have with the service outside a website. By focusing on existing organisations, this will not just be a service for the members, but also a service for organisations that are looking for an instrument to strengthen orga-nisations’ community. Hour community’s systemic part has been designed for this situation, which means that running a branch of Hour Community does not require any special IT capabilities, so internal service providers can focus on nurturing the community and together with members they will co-create value for the service system.
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TERM
S DEFINITION
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BADGE MAGNETThis badge symbolises trust, membership and a reminder/motivation push. The mem-bers receive a badge by the broker when they have signed up. This badge can be used when the member is doing the service (trust). The badge also has a magnet behind it, so this can be placed on a refrigerator as a reminder of the service, or even a motivation push to log into their account.
BROKERA broker is a person from the development group, when he or she is a broker he has the role of supporting, helping, guiding and signing up new KBHFF members to become HC member. A broker also has the responsibility of overlooking at the hour exchange between members, and between Hour Account to members. At events, the broker’s res-ponsibilities are to give introduction to the HC, show how the website works, signing up new members, helping Event Manager with design games and other activities. In the case of - Hour Activity, he has to approve the service that requires hours from Hour Account.
CATEGORYCategories are the links in the system that enable the distribution of the matched mem-bers according to the category that are being chosen. There a set of fixed categories that the members can choose when offering or requesting a service, if there is a need of a new category, the member can contact a broker so he or she can create a new category into the system.
CONFIRM RESUMEWhen both the provider and the receiver of the service is agreed, the one who made the request/offer has to send a resume to the other member to confirm the service. The one who is going to confirm, receives an email then logs into the account to confirm the resume. After the resume is confirmed, both receive the request’s resume.
CONTACTWith the transparency of the community, the contact detail (e-mail) is visible for eve-ryone. When a member want to contact another member for a service, they can choose between mail or telephone.
CORNER SHOP IN KBHFFEvery wednesday, the broker sits in the local KBHFF shop to promote HC. There is a blackboard where he writes up the hours exchanged and other news. He is there to answer questions, introduce the KBHFF members about HC and also signing them up.
DEVELOPMENT GROUPDevelopment group consists of HC developers, broker(s) and event manager(s). They originated from KBHFF’s development group in Amager, while the KBHFF’s develop-ment group is working with other areas to improve or to develop in KBHFF, they also have a side project, which is CPHTC. In the development group, the are tasks suchs as: recruiting IT developers to develop and maintain the HC system, updating newsfeed on their website, writing newsletter. They decide what to plan for HC, what and when events there should be. They also gather information from members so that they give the broker and event manager tasks that they can find a solution to.
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ELECTRONIC GUIDELINES/MANUALThe HC manual of the use of the service is on the website, under the tool-function. In the manual there are the guidelines for using the website; how to post a sudden offer, request, specific request, listing up skills, contact, how to use the request’s resume and all the other details.
EVENT MANAGERAn event manager is a person from the development group, his/her role is to take care of all events. He has an account which links to Hour Account, the hours he uses for the events are from Hour account. In the case of the Hour Account is distributing hours out to members, he has to get an approval by the broker. He/she sends out invitations to all members, he requests for HC members to help with the events. He is a facilitator at the event; managing music, food, design games, presentation etc.
GIVE INTERESTWhen a member gives an interest, it means that she or him has has seen a suggestion on their page with offers or requests that match with their skills (hobbies, interests, fix, make, teach etc). When they reply the offer’s or the request’s suggestion, the other member will receive an interest. To receive more than one interest, the member who is offering or requesting must tick off the ‘Multiple Providers”.
-H ACTIVITY (MINUS HOUR)An activity that is using hours from the Hour Account (one member request for a ser-vice where there are more than one member providing). This activity has to be appro-ved by the broker before it can be set through. The hour transaction will go to the Hour Account (minus hours).
+H ACTIVITY (PLUS HOUR)This activity is alike -H activity, it is when a member is offering a service and more than one member are receiving the service, only this one doesn’t require approval by the broker. The hour transaction will go to the Hour Account (plus hours).
HC MEMBERHC member is a member from KBHFF who has signed up for the Hour Community. A Hour community member has an hour account where he or she can use to either offer or request for services.
HOUR ACCOUNTAn account that is an account that is for distributing hours to members participating in +H activity or -H activity. The remaining hours in the account can be used for commu-nity events, where the Event Manager requests for various services that members can do, and the hours that are being spent come from the Hour Account.
HOUR COMMUNITY EVENTThis event is for all HC members and for KBHFF members to participate, there are pre-sentations and showing updates of the hours that have been exchanged between mem-bers. This event is sort of a promotion event so the KBHFF members can have
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closer look at how HC is. During the HC event, there is a introduction part for new members. After the introduction party, the new members continue mingle with the existing members.
INACTIVE MEMBERWhen a member has been inactive for several months, a broker will contact the member to guide and inspire the member to use the service.
INTERESTSAn interest is something a member list up in their profile. The interests are the catego-ries that a member have the interests for.
KBHFF MEMBERKBHFF member has a membership at KBHFF and is valid to be a HC member. KBHFF member has to work 3 hours a month to able to receive a bag of vegetables.
KBHFF VERIFICATION CODEAll KBHFF members have member code, this is the code that can verifies a KBHFF member to become HC member. Without such code, the member can’t become a HC member.
KEYWORDSThe second level of the category is keyword, it has also the same function like the cate-gories; they are links in the system that enable the distribution of the matched members according to the keywords being used in the search.
LAUNCHING EVENTLaunching event is the very first event for everyone who is invited (all KBHFF mem-bers). There are activities, such as design game and presentations of the HC. Then those who want to become a member, the can already sign up at this event - broker gives each new member a quick introduction of the use of website.
NEWSLETTERThe development team has the responsibility to send members newsletter weekly. In the newsletter, there is a page where it suggests the member to use the hours, either by offe-ring services or receive the services. This will be filtered so the member who receives the newsletter so it become relevant . There is also inspiring resumes that are in the newsletter to show the activities by people.
NOTIFICATIONA notification happens when a member has contacted another member for a request or an offer. All the notifications are stored in the member’s profile
PROFILE PICTUREWhen creating a profile with a broker, it is a requirement that the member has to be taken a photo of. The background of the picture is very important as this is a trust ele-ment for all members to see that they securely signed up with a broker. It is also for the visual matters (red thread through the website).
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PUBLISH/REQUESTWhen a member is looking for something or someone to do a service, the member write what they need in the search engine. This search publishes a request in the Hour Community system. The system also gives back the results of the search with the mem-bers who has the skills that fit to the search.
REQUIREMENTS FOR MAKING A PUBLISH/REQUESTSearch, service, keyword, multiple providers, hour
REQUIREMENTS FOR MAKING A SPECIFIC REQUESTSearch, category, keyword, multiple providers, hour, time
RESUMEA resume is created when a request is confirmed by the requester and the provider. This resume can be edited by the one who created the offer/request. A resume goes around the service, when a request is created the output of it is a resume. Resume is sent to the member’s activity log when the service is done. Resume is also sent to the HC news page to show all the activities in HC.Since the resume has the specific time of the service, it also sends out an email when the it notices that the service is done.
A resume should contain :
Title of the serviceDetails of the servicePicture of the member who is requesting/providingThe locationThe time of the serviceWho is doing this serviceStatus of the service
SERVICE CONFIRMATIONA service confirmation will be sent to the member who is giving the hours to the other member providing the service. A service confirmation is also where the service recei-ver can give a personal feedback to the service provider. This service confirmation is sent by email with a link that redirects the user to their account to confirm the service that has been done. After confirmation the transaction of hours happens and the service provider will receive an email of the hour(s) transaction.
SERVICE PROVIDERA service provider is the member who is offering a service and does the service.
SERVICE RECEIVERA service receiver is the member who has requested for a service and receives the service.
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SIGN UPA broker must verify the KBHFF verification number for KBHFF member to become a HC member. The broker gives the member an introduction to the HC and the web-site, showing and explaining how to use this service. Broker also takes a photo for the member with HC background so it fits to all members in the website (trust element). The member receive a log in details. The profile is built up by the member’s real background, phone number, address, age etc. Plus all the skills. They also receive a HC badge magnet.
SKILLThe skills that the member registers to the profile are the links in the system that enable the distribution of matched member. To set up their skills, these are the categories that they can put their attributes (keywords) in:
HobbiesWhat can you fixWhat can you teachWhat can you make
They have to choose a category first, then write the keywords within the category.
SPECIFIC REQUESTA specific request is when the request has a specific period of time and it will be remo-ved from the request database after the time is up.
SUDDEN OFFERSudden offer is when a member is offering a service that is for a specific period of time. These are the requirements for creating a sudden offer : activity, service, details, time, location, multiple providers.
SUGGESTIONWhen a request or an offer matches with a member’s profile, a suggestion will appear in their profile. The newest suggestion will always show up first. The suggestions stay there for a few seconds and updates itself with another suggestion. When clicking on the header of a Suggestion box, the member can see all the suggestions that are sug-gested to him/her.
SUGGESTION IN OFFERS BY THE COMMUNITYThese suggestions in the beginning will be the newest of random offers. When a mem-ber has chosen categories to her or his favourite ones, then these suggestions will be the offers from her or his favourite categories.
SUGGESTION IN REQUESTS OF THE COMMUNITYThese suggestions are the requests that match with the member’s listed skills.
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REFERENC
E LIST
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REFERENCE LIST
Coulouris, G., ET al. (2012). Distributed systems concepts and design, Fifth Edition. Boston: Addison Wesley
Graves, T. (2011). Using Business Model Canvas for non-profits. Retrieved May 25, 2014 at :http://weblog.tetradian.com/2011/07/16/bmcanvas-for-nonprofits/
Graves, T. (2010). Mapping the Enterprise Modelling the enterprise as services with the enterprise Canvas.Retrieved May 26, 2014 at :http://tetradianbooks.com/ebook/9781906681272_ecanvas_EB.pdf book.
Hirslund, D. (2014). Interview, First meeting with Time Coop group April 24, 2014 - [Audio file, Time Coop:22:35]. (Appendix 12).
Københavns Fødevarefællesskab (2014). På vej mod en fællesbutik for hele KBHFF. Retrieved June 04, 2014 at : http://kbhff.dk/2014/02/pa-vej-mod-en-faellesbutik-for-hele-kbhff/
Københavns Fødevarefællesskab (2014). 10 grundprincipper. Retrieved June 02, 2014 at : http://kbhff.dk/om-kbhff/10-grundprincipper/
Københavns Fødevarefællesskab (2014). Projekt økohub skudt i gang. Retrieved June 04, 2014 at : http://kbhff.dk/2014/05/projekt-okohub-er-skudt-i-gang/
Kyvsgaard H. P. (2014). Distributed systems. Business modes and development processes. Copenhagen: AAU Copenhagen.
Laudon, K. C., Laudon, J. P. (2010). Management Information Systems: Managing the Digital Firm (11th edition). Kendallville: Pearson.
Osterwalder, A., Peigner Y. (2010). Business model generation: a handbook for visionaries, game changers andchallenges. New York: John Wiley& Sons.
FIGURES
Fig 31. Mapping business model canvas to enterprise canvas.
Graves, T. (2010). Mapping the Enterprise Modelling the enterprise as services with the enterprise CanvasRetrieved May 26, 2014 at : http://tetradianbooks.com/ebook/9781906681272_ecanvas_EB.pdf book.
Other figures in this process report is own pictures and illustrations.
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© Fanny Giordano, Jonas Rauff Mortensen, Helen Phuong Nguyen,Veronika Ondrikova. AAU Copenhagen, 2014.