Hour Community

HOUR COMMUNITY

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

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

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

7

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.

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

11

SERVICE MAP

Development Supervisor

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.

I like...I can teach...I can fix...

KBHFF MEMBER

HOUR COMMUNITY MEMBER

HOUR COMMUNITY EVENT

HC

PRE - SERVICE

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.

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.

17

H --1 H +1

< >

?

DO SERVICE

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.).

19

H --6

H +4

H +2

HOUR ACCOUNT*

DO SERVICE

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.

21

RECEIVE SERVICE

H +3 H --3

?

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.

23

H +1 H --1

RECEIVE SERVICE


KBHFF MEMBER

HOUR COMMUNITY MEMBER

HOUR COMMUNITY EVENT

HC

GENERAL SERVICE OVERVIEW MAP

PRE - SERVICEFig 01. A representation of general service overview

25

H --1 H +1

H --6

H +4

H +2

< >

H +3 H --3

H +1 H --1

?

?

HOUR ACCOUNT*

RECEIVE SERVICE

DO SERVICE

HOUR ACCOUNT OVERVIEW MAP


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.

27

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

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


29

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

31

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


Fig 04. Stakeholders map

maintenance

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.

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

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

37

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.


39

LilyRasmus

Carmen Marie

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 !

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 !

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

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

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.


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.

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

47

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.

PLUS HOURS

MINUS HOURS

OFFERNEED

14

2

6

5

3

SCENARIOS • SERVICE

Fig 07. Cross with parameters maps out scenarios of HC service

49

1 4

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.

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.


51

A

PRE - SERVICE

53

B

PRE - SERVICE

55

C

PRE - SERVICE

57

1

59

2

61

3

63

4

65

5

67

6

BLUEPRINT


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.

69

E-mail Conversation Photo

Badge

KBHFF

KBHFFshop

Facebook Event

Hc website

Physical evidence legend :

Make the difference between :

Required Optional

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

71

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


Become a member at Hour Community

KBHFF

Fig 08. Global blueprint

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.

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

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


Create new user Id

Blueprints pre-service • Sign up to HC in KBHFF shop

Fig 10. Pre-service blueprint

75

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

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


Blueprints pre-service • Sign up to HC event in KBHFF


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

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


Blueprints pre-service • Attend HC event 1/2


79

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

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


Support member if needed (OPT)

Support member if needed (OPT)

Choose interests from list of categories

Blueprints pre-service • Attend HC event 2/2

81

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

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


Blueprints pre-service • Post sign up


83

85

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

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

87

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

PHYSICAL EVIDENCE

MEMBER 2

MEMBER 1

SUPPORTPROCESSES

Create a sudden offer

Agree with member 2


Agree with member 1Give interest

Receive offer sugges-tion

Receive interest



LINE OF INTERACTION

LINE OF VISIBILITY

Blueprints service • Post a sudden offer


89

Confirm the request and receive resume

Meet mem-ber 1

Receive service

Confirm service and hours upda-ted




Do serviceMeet mem-ber 2


PHYSICAL EVIDENCE

MEMBERS

HOUR ACCOUNT

SUPPORTPROCESSES

LINE OF VISIBILITY

MEMBER 1

LINE OF INTERACTION

Create a sudden offer for multiple members

Agree with members


Agree with member 1Give interest

Receive offer sugges-tion

Receive interests

Communi-cate with members


Blueprints service • Offer service to multiple receivers


91

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



Do serviceMeet members


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


LINE OF INTERACTION

LINE OF VISIBILITY

Register the request and publish the request

Blueprints service • Request for a service 1/2


93

Agree with member 2


Agree with member 1


Meet member 1

Do service


Receive request confirmation

Confirm request

Meet mem-ber 2


Receive service


PHYSICAL EVIDENCE

MEMBER 2

MEMBER 1

SUPPORTPROCESSES

Send email for confirma-tion of the service



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

95

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



Agree with members

Create a request for multiple members


LINE OF INTERACTION

LINE OF VISIBILITY


Blueprints service • Request for multiple providers


97



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


Do service

Confirm -H activity request’sresume

Confirm - H activity request’s resume

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


Receive newletter

LINE OF INTERACTION

LINE OF VISIBILITY

Blueprints service • In case of too many hours 1/2


99

Agree with member 2


Agree with member 1

Receive request

Meet mem-ber 1 Do service


Confirm request

Meet mem-ber 2

Receive request

Receive service

Contact member 2

PHYSICAL EVIDENCE

MEMBER 2

MEMBER 1

SUPPORTPROCESSES


Confirm that the service is done and hours get updated

Receive email for confirma-tion of the service

LINE OF INTERACTION

LINE OF VISIBILITY


Blueprints service • In case of many hours 2/2

101

PHYSICAL EVIDENCE

MEMBERS

EVENTMANAGER

HOUR ACCOUNT

BROKER

SUPPORTPROCESSES

Receive interests

Give interestAgree with Event Manager

Give access to Hour Account

Receive offer suggestions



Agree with members

Create a request for multiple members


LINE OF INTERACTION

LINE OF VISIBILITY


Blueprints service • Event manager arranges HC event


103



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


Hours upda-ted

Meet mem-bers at event


Receive services

Confirm - H activity request’sresume

Confirm -H activity request’s resume

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

105

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

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

107

Fig 23. An illustration of wireframes

Request page

INTERNAL SERVICE PROVIDERS’ INTERACTION WITH IT SYSTEM

ProgrammerSupervisorW

eb Designer

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.

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.

111


Fig 24. How the HC event is imagined

113

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

115

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

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

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

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

119

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

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

++*

<>

121

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

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.

123

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

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

125

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

127

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.

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


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

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



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


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

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

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

135

SO W

HAT ?

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

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

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.

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

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.

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