Research presentation

index

1  The project 2  Research goals & process

3  Stakeholder & Touchpoint Map

4  Journey Maps

5  Personas

6  Research Questions

7  Insights

8  What’s left

The project

How can technological knowledge and skills of Dutch craftsmen be preserved and transferred to future generations using digital

storytelling tools? “ ”

Research goals

WHAT IS THEIR RELATIONSHIP? Who is involved?

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Research process

Stakeholder & touchpoint map

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Journey maps – work days

quick background story

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when he was 19. As a technical engineer he worked alone, which he didn't like. He applied to STIHO when there was

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cations manager since the last 6 years. Even at home, he likes to do things by himself. He made the bedrooms of his

two young daughters.

When not working Bart likes to hang out with his family and friends. He plays football and tennis with his friends from

high-school. Bart is into new technologies and gadgets and envisions a bright future.

“QUOTES

36 years old

Lives in Amsterdam

Warehouse employee

Floor manager Service employee work day

“Most of the time it's just googling. It's amazing

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there's constructing walls and all sorts of stuff.

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production videos.”

“We say, "Just try it!", and they do. They trust the

brand they use. We give them a proof sample and

ask them to try it and give us feedback. If I don't

know much about the product, I get valuable

feedback from the customer from which I learn. ”

“We’re only allowed to talk about what’s on the

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can give the customer tips and advice.”

“We have a lot of face to face contact, but there

are a lot of phone calls and e-mails as well.”

what does he do?

bart van den akker

06:30

16:30

Ordering products for customers

10:45

Break

10:30

12:30

Break

13:00

Inventory check

Administration

talk with clientshelp customers call suppliers

administration talk with employees

Goals

Experience goals

Help the customers and employees

and make them feel important and

understood.

End goals

STIHO needs to be a nice place to

visit and to work.

Life goals

Have a lot of fun/ be happy in

everything he does, be helpful when

needed and mainly live a good life.

patrick de jager

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“QUOTES warehouse employee work day

06:30 16:3009:30

Assisting plasterers

10:45

Break

10:30

Assiting carpenters

12:30

BreakWood Sawing

13:00

Wood Sawing

13:30

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what does he do?

31 years oldLives in AmsterdamWarehouse employeeWood specialist

customer assisting Loading wood wood sawing inventory check CUSTOMER CHAT

GoalsExperience goals

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End goals

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Life goals

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MAURICE STEENHOEVEN

quick background storyMaurice works for Makita since he was 23 years old. He has experience as a sale representetive in his past carreer

and is now an account manager. Maurice is a easy going guy which has strong skills in telling stories to others and

transfering knowledge in a very practicle and approachable way.Maurice lives in Utrecht with his wife and two kids. He drives all over the country to visit different dealers and

sometimes even construction sites to sell his product and convince the customer of Makita’s expertise within the

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“ QUOTESACCOUNT MANAGER WORKING DAY

06:30

16:30

09:30

Assisting plasterers

10:45

Break

10:30

Assiting carpenters

12:30

BreakWood Sawing

13:00

Wood Sawing

13:30

Loading and unloading

“It has to be a party around here.”“The work at STIHO is much bla bla. It’s a lot of customer maintainence. Having a chat at the coffeemachine. I know on what cases they are ^VYRPUN�VU��I\[�HSZV�OV^�THU`�JOPSKYLU�[OL`�OH]L��HUK�PU�^OH[�HNL�JH[LNVY`�[OLPY�PU��VY�^OH[�motorcycle they ride.”¸0�Z[HY[LK�^P[O�ZJOVVS��SLHYUPUN�MYVT�[OL�IVVRZ��After my 18th birthday I got my carpenter JLY[PÄJH[L�HUK�^VYRLK�PU�JVUZ[Y\J[PVU�MVY�[^V�`LHYZ��[OL`�[LHJOLK�TL�[OL�^OVSL�[OPUN��;OL`�ZHPK!�MVYNL[�^OH[�`V\�SLHYULK�PU�IVVRZ��^L�KVU»[�do it that way anymore.”

“Because I’m not that skilled with a PC I said: I want to do this but for now on just working with ^VVK��TH`IL�PU�H�SH[LY�Z[HNL�0�^PSS�OH]L�[V�SLHYU�P[��I don’t work with a smartphone either.”

what does he do?

36 years oldLives in UtrechtAccount Managerat Makita

product promotion phone calls with dealer end-user visitschat with dealer

GoalsExperience goals

Deliver a very trusted and personal service for the customer.

End goalsTry to convince more and more customers of Makita’s expertise.

Life goalsGet the most out of your family and love them.

personas

What is the role of multimedia and each of the stakeholders in the construction knowledge loop?

What problems do the customers encounter while working and how or when do they get the information needed to get it solved?

How do the employees get the information to help the customers and how do they help the customers?

How do the suppliers convey the information to their different users and what kind of feedback to they get?

1

2

3

What are the best means of knowledge transfer and more specifically for the construction industry? 4

What are the existing multimedia technologies custom-built for the construction and related industries? 5

Insights based on customers

They use smartphones/

tablets to obtain information  

Trend in type of customers shifting

towards diy’ers  

Prefer stories/casual conversations

as opposed to being taught

Personal relationship with

customers is imporant  

Not transparent about their technical

adeptness

Insights based on employee

Employees need to use delicate balance of tone when dealing

with certain customers  

Some employees rely in technology some

don’t  

Knowledge sharing, Customer feedback

Increase in diy’ers = increase of amount of

questions  

Insights based on supplier

Suppliers have their various touchpoints

to reach out to dealer & end-user  

Very eager to reach out to audience via trainings, online

media etc.  

Insights based on knowledge transfer in construction industry

Practical work   Experience sharing  

Learn by doing   mentor - mentee   Peer - peer  

Simulations 3D modelling  

Concepts from multimedia technologies

Digital construction scenarios scope to

make mistakes without any loss  

Forum apps for discussion among

people good knowledge sharing  

Brochures / manuals =

Worst practice  

Live chats immediate responses

Magazine apps help for new info/

updates  

Crowdsourcing to distribute workload

Folksonomy / collaborative tagging

How can we use digital media as a knowledge management service accessible to all the stakeholders?

What’s left?

Do workers/employees use or are they aware of apps like the weber app?

What’s in it for the experts/specialists who will be sharing their info/experience? Don’t they run the risk of losing customers or people who depend on them?

Workshops are supposed to be conducted but apparently don’t happen, why is this?

How do the customers use the internet? When? Where? Because almost every customer we asked said they used internet for info.

If the information is made freely available to the DIY’er, the experts may lose customers. But if you restrict access do the DIY’ers it keeps the STIHO employees busy with them giving less focus to the contractors etc. who contribute more to the business