LPG Gas Delivery System / Minor Project

LPG Gas Delivery System 

PRJ 62204 | Minor Project

Sia Man Sheng | 0333877

week 1(26.08.20) - week 15(04.12.20)

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Lecture

Lecture 1: Introduction to Minor Project

27.08.20 | Week 1

On the first week of class, Mr Mike briefed us about the module, what to expect and who are we collaborating with. He presented the five projects that we will be working on and explained the problems that we have to come up with solutions. 

I teamed up with Qian Hui, Kar Yan, Abby, Xuan and Joe for this project. The project that we chose is the LPG ordering system.

Lecture 2: Tutorial on Miro Learning & Design Thinking

04.09.20 | Week 2

Mr Mike gave us a tutorial on how to use and navigate around Miro for our group discussions and brainstorming. Miro is an online whiteboard platform that allows collaboration work to be done efficiently together. Later on, Mr Mike explained to us what is design thinking about. He presented two design thinking processes, one from Stanford and IDEO.

Design Thinking by Stanford

• Empathize
• Define
• Ideate
• Prototype
• Test
  

Design Thinking by IDEO

• Inspiration
• Ideation
• Implementation

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Instructions

Miro board: Click here

Figma for Customer App: Click here

Figma for Gas Delivery Man App: Click here

Figma for Admin Panel: Click here

Google Doc: Click here

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Case Study on LPG Gas Delivery System in Malaysia

Week 2 | 03.09.20

Case Study was done by the group

Case Study on Grocery Store was done by me

We were each assigned an LPG delivery system to analyse how the current delivery system works. I was assigned to research the method of dial or order from the grocery shop in the residential area. I observed around from the grocery shops in PJS7 on how they stock up gas, which gas brand can be commonly seen, the location of the store. I also asked around for those who have experience in ordering gas from grocery stores nearby to study their customer behaviour.

I found out that there is only one to two grocery shops in one residential area, and normally their distance is far from each other, which means there is no competitive market. Another reason could be the demand for ordering from grocery stores is not high as there is already a gas lorry to fulfil their demand. From the response of the customer, I have also developed a simple flowchart of how customers will order gas from the grocery shop. The price for the gas ranges from RM30 - RM40, including delivery fee.

Feedback

After showing our research to Mr Mike, he suggested that we should look at other direct competitors and our target audiences. Who are our main target users for the app and to begin surveying data about LPG from them? Summary of feedback from Mr Mike:

01 Customer perspective

How frequently do ppl use/change their gas?

How long are they willing to wait?

What are their expectations?

What are the preferred payment methods?

what do they prefer in terms of using the app to order the gas? What's the best UX to do that?

02 People selling/sending LPG

What kind of systems are they looking for in terms of managing the delivery cost?

What is the acceptable no. of customers for it to be practical to deliver?

Systems to work with:

A system to indicate whether they are wasting money or not (to deliver 2 or 3 tanks to cover the cost of delivery)

A system that compiles details every customer he's served

what day/week will the gas run low (so they know when to notify = good customer service)

03 Understanding Customer Journey

What's the entire customer journey like from the beginning till end?

What is the entire customer journey like for the ppl selling the gas tanks?

What are the activities involved? (essential for understanding what exactly are the problems)

Some companies in Eu are doing it, we have to bring it here (and tweak it as an adaptation)

Questions that we can include in the survey (from Mr Mike):

1. How long can they wait

2. What is their patience level

3. What do they prefer for payment

4. How do they prefer to use the app?

5. What do they prefer to use? Calling or app

6. What is  the reason they chose it

Reflection

From the case study, I can see that gas supply is not a big scale of business as the maximum quantity storage of the gas tank is 4-6. Customers would order gas either through phone calls or go to the shop to order. Phone numbers spread through word of mouth. 

I was able to get a basic understanding of how the LPG gas ordering the system works and has clarified some of my assumptions or confusion before working on this.

Initiate Interview Question Guide

Week 3 | 10.09.20

I was setting up an interview question guide with Joe while referring to the case study

Based on what we had studied and derived from last week's case study, our group had a meeting to discuss our proposal document. Although I am not talking much and leading the main direction, I was always referring back to the MIB and project criteria and reminded our group members just to ensure there is nothing left out and catching up on all the key points. Besides, I was assigned to complete the interview questions based on our case study last week.

We got a few refinements to the questions, to make sure that the questions covered all the aspects of data that we wanted. Keep researching while we gain more understanding about the topic, the collected data from last week is insufficient to complete the interview questions. 

Feedback

Things to find out/ study:

1. Consumer demographic (target audience)

What is the biggest percentage of gas users?  It might be a younger audience? Find out about it

2.  Study on how other countries do it

How do other countries do it, if it's better, learn from them

3. Gas delivery services

How is (cardigans & halogens) doing? Find out market reviews on gas in Malaysia

4. Gas brands & companies

 Target top 3

What to ask in the questionnaire:

1. Identifying their needs/ user experience, wishlist

What is the user experience that they want? On the target segments (their wishlist)

2. Suppliers, the delivery man

How do they supply their gas? To who? What kind of grocery shop?

For trucks who don't have a shop

How do they keep their gas (storage)? How do they do their business?

Where does he get his gas from? What does he wish to make his business grow? How does he get more money from it? What is it like?

How do you tell if the gas is running out? (weight etc)

Things to think about:

Might not need to target rural people since they won't be using the app

May not need to deal with brands at all, can just be suppliers that deals with gas

How to know if your gas is running out? An indicator to tell, so delivery man can plan their journey (IoT) Can ICT figure out something? The app would be beneficial to both seller and buyer, that will be the selling point.

What challenges that will stop us from knowing "when will gas run out"

Are there people who grab gas tanks on their own?

Most ppl will buy the cheapest, is there brand loyalty, is there a brand preference? Do people care about brands? What is the decisive factor?

Overall Feedback:

Headed into the right direction, need the right data, need to be confident & respectful, do not settle for half answered questions

Reflection

Other than asking whatever question we expect from the interviewee, we take a long time in fixing and rephrasing the question to layman terms.  This happens where Mr Mike reveals that the delivery man might not understand the question or specific term asked. We need to empathize with the interviewee and simplify the questions. During the refining process, I keep asking my group members and I what kind of answer we are expecting is the question straightforward enough for the interviewee to misunderstand the questions.

I got the chance to apply one of the design thinking principles, which is empathizing. It was then to help me a lot in other modules as well while an interview or survey is required and beyond that, I started to ask me questions whenever proposing an idea, and ties it back to the target audience needs or pain points.

Interview the End-User

Week 4 | 17.09.20

Transcript of interview response by grocery shop owner

I was assigned to interview the shop owners from the grocery shop near the residential area. I asked around from shop owners in PJS7 on how they manage gas stock and gas order. I also asked about their restock channel - how frequently do they restock, how much do they order and where does their gas supply come from.

I have visited a few grocery shops in PJS7 and most of the shop owners have refused to get interviews. Only one Chinese male shop owner is willing to interview while he is free, I finally get to interview the shop owner after waiting for approximately 30minutes. During the interview, the shop owner is still busy with his work and the process gets interrupted and stopped for a few times as there are customers who keep coming in and he is the only manpower available in the shop.

Feedback

Systems to work with (discuss with Business and IT students)

• A system to indicate whether they are wasting money or not (to deliver 2 or 3 tanks to cover the cost of delivery)
• A system that compiles details every customer he's served
• The system tells me how far I am from customer
• what day/week will the gas run low (so they know when to notify = good customer service)

Reflection

The process of interviewing is quite intense as the shop owners speak at a very fast speed at high volume, which only mad people will talk to me like that. What I need is to be as polite as possible while at the same time ask as many questions as I can, if not, there will be no primary data to support our assumptions on grocery stores. Overall, it was an unforgettable experience for me.

I get to experience and become aware of the communication technique with actual working adults that are very busy. This could be a minor training for me to get prepare before getting into the industry while any kind of people could have possible be my potential customer.

Analyze Collected Primary Data

Info derived from the delivery man interview

Info derived from the grocery shop interview

Week 5 | 24.09.20

I was assigned to interview the shop owners from the grocery shop near the residential area. I asked around from shop owners in PJS7 on how they manage gas stock and gas order. I also asked about their restock channel - how frequently do they restock, how much do they order and where does their gas supply come from.

I found out that in the urban area, the price of gas is higher than in rural areas, which range from RM30 to RM35. Their target market is the residents and restaurants in the same area(e.g. PJS7). Customers will either come to order and ask for delivery or order through a phone call. The phone number is obtained through word of mouth only. The customers usually order for immediate demand. The shop owner gets their gas supply all through phone call or restocks whenever the lorry passes by.

Feedback

Indicator

• Dr Edwin denies the idea of indicator not because it is a bad idea but because of the team's capability.

Features:

• Promotional package with special service/features (a set of things)
• Example: Package with the device indicator with wheel, indicate gas running out, gas leaks ensure gas safety 
• + indicator (Just buy from somewhere and put on our brand and sell it)
• + Chain/ wheel to ease the transportation
• Have own gas supply 
• what kind of bulk range are you offering, get more at a cheaper price
• Subscription plans  for commercial purposes

98% of customer do not know about Caritas / Halogens

• this is good, which is a good discovery
• Creating awareness/ education part is what the Design team can do

Urban to Rural Interview

• which is good, that means anything in between is your thing
•  20km delivery distance
• Depends on your real-time location
• Depends on who's available to deliver to the location
• First come first serve basis
• Due to the time to be a wait from the customer side
• Anyone who beyond 20km won’t show in the driver app

The rate card/ price

• Copy from the Halogas/Carigas
• The price is already fixed

Reflection

From the interviews, I can see that gas supply is not the main profit income for grocery shop owners. Hence, they are ordered at a minimal amount and only restock passively whenever lorry passes by. Another reason is that the shop owner has insufficient manpower in handling the delivery. Besides, the limited storage area is also a problem for the show owners.

This would help me in understanding the actual condition for grocery shop owners through evaluating their needs and trouble as well as gain an insight into how different perspectives could be gotten from people from various backgrounds.

Strategic and Definition

Week 6 | 01.10.20

Setting up How Might We Questions and what key features we could possibly derive here

We were working together to complete this google doc together. I was mainly working on filling up the “Empathy” section including generating HMW questions.

This activity is to identify what was said by the interviewee and what key points can be derived from it. I get the chance to sort out the current actual condition of the LPG gas ordering system in detail.

Feedback

• Need a user journey flow to determine your user experience for both the delivery men and the customer
• Think about the specific steps taken from the delivery men and consumers, all is connected and translated into the user journey map
• Specify your publicity and explain in detail marketing and promotional strategy
• Justify the choice of using only social media and word of mouth, explain in detail

Reflection

I learned that through this activity, the pain points and core needs of the target audience and how we should propose solutions to address these needs.

At this stage, I get to understand why we need to identify and research all the previous sections. It is a step by step procedure to slowly understand the perspective from the target audience, while ensuring that the collected data is accurate, deep and can be specifically addressed to the core needs of a particular group of people. We have done a lot of research and have also filtered out much irrelevant information as well, what is left at the end is the pure solid problem statement to be the guide of the following design execution. 

Ideation and Brainstorming

Week 7 | 08.10.20

Working on the brand identity including brand name, vision, mission and etc.

I was assigned to work on the brand identity including the brand vision, mission, brand value, tone of voice, tagline and most importantly brand name. Besides, I brainstormed on logo reference and we had a meeting after this to share our findings and thoughts among group members. 

I have come out with a few brand names with their rationale supported, after discussion, one of my suggested brand names was shortlisted into the top 5 options, which is GASMAN, as it straight away showcasing our product and services provided, which is gas delivery. Also, Gasman can be associated with a lively mascot easily and make our brand to be more unique. 

Feedback

Branding Team:

• Find logo design references
• Finalize brand name
• Refine and finalize brand identity
• Finalize choice of colour

UX Team:

• Refine and analyse function list given from the IT team
• Create a flow chart for customer and courier app

Illustration:

• Look for illustration references and style

Reflection

Looking at all the references found by each of the group members, I really get inspired a lot as they are all from different specialisations. Listening to people talking about the same thing from different perspectives is necessary, all of us are trying our best to reach the same goal, so there is no disadvantage to include all opinions. For example, some concern at leaving a strong impression to the target audience, some are very keen on the rationale and some are focusing on the usability and adaptability of logos on different platforms.

Brainstorming and presenting our ideas in an open-minded manner is my favourite in this module, I really can learn something new from others, although sometimes there is some disagreement, that is the process of learning.

Logo Sketches and Rationale

Week 8 | 15.10.20

Logo reference and research on leaving a strong impression that was done by me

This week we are trying to finalize our brand identity, with most of the aspects settled, what we left is the brand name and logo sketches to move on.

I put more of my effort into researching how to leave a strong impression to the audience and what does the shape of the logo mean to the audience. There is a technique of how the brand name being pronounced is affecting how easy it is to memorize the brand name. 

Feedback

Progression is on track and in control. The dependent sitemap and flowchart which is coming from the IT team are holding up the development temporarily. However, as flowcharts are organic the best version should suffice to progress on for wireframe and later the 1st draft UI design. Once the draft UI design is complete, proceed to test with XD. The other areas are on the brand name, logo (mark and type), art direction elements; needs to be confirmed soon.

Reflection

From my research, I get to apply the knowledge I learned from my free elective, which is brand management. Having most of my decisions back up with theory and principles. Although is not all being applied at the end still enjoy sharing knowledge to others

Strengthen my foundation of knowledge and transform the knowledge learnt in class to the actual project.

Logo Development

Week 9 | 22.10.20

Logo Ideation and logo sketches that were done by me

This week after Kar Yan, Jess and I showcase our ideas on the logo sketches and rationale, we decide to split ourselves into two, which is I will be in charge of the logo while Kar Yan and Jess will be working on the rationale for it. 

In the initial stage, I am still sketching up variations of logos and we still are not satisfied with what we have so far. The logo looks too chubby, too cute where it loses the identity of professionalism and reliability. The logo sketches also not showcasing “fast” to represent fast delivery.

Feedback

Our team is progressing well. We need to confirm why we chose the penguin as a mascot for our brand, discuss some of the functions and features proposed by the IT team and to start creating the wireframes in Figma so we can user test the application before week 12. 

Reflection

There was a lot of discussions required in this stage with my groupmates, I might lose focus in the midway, but always will reflect my problems to them and whenever I feel stuck or discover errors. The frequent meetings we have to find out the solution or get my mind clear does matter, although is 

I was slowly getting the confidence in bringing up my doubts or when I get stuck, although it is my task but don’t feel embarrassed asking help from people.

Logo Digitization and Finalization

Week 10 | 29.10.20

Logo development process

Finalized Logo Design

After a few refinements and we still haven’t reached the outcome where we are all satisfied with the logo, I decided to go back to the research phase to explore more and finally reach the desired outcome. 

I decided to go back and research on methods of What is the fastest way of penguin transporting. This action is actually extremely helpful, I get fresh minds and get motivated when I see new things coming up. I am not stucking at logo sketches anymore. Also, I researched on how penguins can be visualized in both logo and illustration, what is the appropriate way to show movement in penguin.

Reflection

Sometimes when I keep going forward in one direction it doesn't work. I need to go back to the previous stage in design thinking to find or rule out alternative solutions.

Derive and combine from the lessons I learnt last week and this week, Whenever I get stuck, I should actively seek advice or opinion from my coursemate or experts. Next, if this still doesn’t work, that means I need to go back and relook back at what I did or maybe explore an alternative solution.

Low Fidelity Development and User Testing

Week 11 | 05.11.20

Executing low-fidelity design and refinement progression

Data was collected from user testing

After I have finalized the logo design, I continue to help up the UI/UX team, which continues to work on the low fidelity and high fidelity customer app wireframes with Kar Yan and Abby. 

Along the journey, we have several through discussion and even changing the whole style just because we couldn’t get a strong rationale and a good usability explanation to ourselves. This is the toughest and stressful period where the design keeps having big changes that require time and a huge effort. What is worse is that some of the features or pages that we have put in much effort have been excluded just because the IT team couldn’t have sufficient time for them to code. This is where I got a bit mad.

Feedback

Shown good progression. Logo design has been confirmed and the brand identity is done. The user testing results are back and will now proceed to complete the illustrations of characters and final UI Designs. The production is on time and the last component would be the marketing and promotion collaterals.

Reflection

The process isn’t easy but we still able to go through it together, this could be the group having the highest expectation I have met ever, not judging from the outcome good or not, but I do learn a lot from those though the time where everyone has their own points to debate with, if we couldn’t find out a balance or solution, then we go test on the end user. 

In my future pathway, maybe it doesn't have to be that high expectation to myself but set an above standard expectation and try to reach that would be helpful for me to improve bit by bit. The key is always to reach higher expectations for my next project.

High Fidelity Development and Refinement

Week 12 | 12.11.20

Developing a high-fidelity prototype for customer app

This week we got a request from the business team to execute a newspaper, social media post and brochure for their presentation. I was in charge of executing the social media post.

I need to make sure the outcome at the end will align with the brand identity and all execution will be looked at as designed by the same designer.

Feedback

Shown commendable progression this week and the project is close to completion. Minor tweaks are needed for colours on the app’s background to make the frames pop out distinctively and also the cropping of the different gas brands, to ensure that the logos are clearly shown. Change the words from drivers and courier to the gas deliverer. The illustrations of the characters are all completed and look professional. The marketing and promotion submission has been confirmed to only create initial awareness and nothing further for call-to-actions.

Reflection

We got a few amendments throughout the process, but we are still able to execute consistent artwork due to the frequent discussion we have.

I should always show progress or discuss with other designers that are working on the same project to ensure that the consistency of artwork is aligned.

Mockups and Execution

Week 13 | 19.11.20

Mockup  requested from the business team, I am in charging of the social media post

This week we need to work together on completing the submission slides, which include a proposal slide, complete the google document and the final submission slide. I was in charge of the logo development process, user testing report and high-fidelity of the final submission slide.

I am the one in charge of the logo along the journey, hence I will be taking the responsibility to compile the progression into the final submission slide. Other than that,  the user testing report is what the group has done together and the prototype of the driver app is what I didn’t involve in the development process.

Reflection

But due to the heavy workload taken by all the groupmates, I need to work on things, I am not familiar with as well. ‘That’s where the lesson I learnt before can be applied again here, which is actively seeking help from my groupmate, what we did is I have done my best in showcasing the progression and the prototype but there still some miss out, so the person who involve in the process will help me cross-check at the end to fill in the details.

P – Plan how this learning will be applied

This is the value that I should maintain in my future to embrace others. There is no such worry or hatred to take up other’s task as we are working as a group and we are all working hard to achieving the final goal

Documentation & Reflection

Week 14 | 26.11.20

Proposal Slide

Submission Slide

Now for the final week, we had to work on the final submission. We all once again similarly split our jobs into groups and compiled the work together. I worked on the admin panel part, filling up the google doc, and also the proposal. Then we all would double-check together before submitting it.

It has been a tiring 14 weeks but glad to see how our final work turned out and how we learnt a lot of new things through this module

Reflection

I learnt that making sure to remember what happened during each week and documenting the process is important. Throughout these 14 weeks, I have definitely learnt a lot from my group mates and the IT team. I also learnt a lot about what it takes to be a leader and how important a good leader and good teammates are to create a great project.

I would remember to keep track of weekly progressions so that it would be easier for me to write my blogs or keep track of work in the future.