Specialised Linen Service was looking for a way to service the growing number of Air B’n’B customers. They needed a cost-effective way of ensuring a large number of small customers could be serviced, as SPLs usual business model of on-site delivery was not financially feasible for these small customers.
Result:
A solar powered, relocatable, walk out store, for linen. Named "Linen Hub" this device allowed Air B'n'B customers to check in to the hub with an access card, take the linen they wanted, and simply walk out. No staff needed.
Design Process:
As with all our customers, we stepped through our six-step process:
1. Free Consultation
We understood why SPL was looking to break into the market and why they thought RFID could help. But, after this meeting, we understood a “self-service portal” would be the best bet. And we moved on to discover what this would look like.
2. Scoping and Research
After some research on what was available on the market, we quickly realised that nothing on the market fit SPL’s needs. So we moved on to custom development. First, we scoped out the exact requirements: eco-friendly, low ongoing costs, safe, unmanned, easy to use, and relocatable.
3. Rollout Plan Finalised
We worked out the timeline, budget, and project plan from here. This was presented and approved by SPL.
4. Implementation
Implementation of this project occurred over 18 months and was divided into two main parts:
* Proof of Concept Design
We designed the initial proof of concept and worked with SPL to ensure they were happy with this initial design.
*Proof of Concept Build and Deployment
We handled the construction and software design of the proof of concept. Once ready, we deployed it to Apollo Bay.
*Feedback From End Users
Over 2 months, we worked with the end-users of the portal to understand what they liked and disliked about the user experience and what they thought could be improved. We collated this information and brought back the findings to SPL.
*Redesign and Preproduction Build
Based on our feedback, we worked with SPL to redesign the Linen Hub to its final, production-ready form. This involved a heavy rewrite of the software and a complete overhaul of the technology used in the Linen Hub.
*Deployment of the new model and web services.
We successfully deployed the first 5 Linen Hubs around Victoria and launched the web-based management interface.
5. Ongoing meetings to understand Data
We still undergo weekly meetings to discuss data captured from the line hubs, how the ROI is going, and discuss locations for future deployments.
6. Ongoing Support
High Frequency provides 24/7 support for all Linen Hubs.
Time to implement:
18 Months
Story:
High Frequency worked with Specialised Linen Service to create a world-first: an RFID based, relocatable self-service portal. In 18 months, High Frequency helped SPL get from idea to the deployment of 5 Linen Hubs around Victoria. All using bleeding-edge technology such as AI person recognition to tell when a customer is still browsing. 4G connection for transfer of data and remote control. A web-based UI for managing the Linen Hubs. Ultra-secure RFID access cards. Latest Impinj Readers.
Benefits:
SPL has broken into a brand new market for commercial laundries and is rapidly expanding its revenue and customer base.
