2. Operation
2.1 Types
Broadly speaking, there are various types of operation by EXP. as described below:
2.1.1 Experience Operation
Original experiences with custom brand, SOP, and QC standards. e.g. SLEEEP (capsule) hotels, FUUUN camping cars, DREEEM Lab event / workshop spaces
2.1.2 (OTA) Platform Operation
Curated experiences with partner's operation, our job is to help communicate and match customers to their product/service. e.g. ROOTS (JP), Humble Room (HKG)
2.1.3 Customer Relations Management
All users who have come through the EXP. platform is a potential member. Our job as XOs is to nurture these customers into loyal supporters of everything we do. We have two CRM systems in place, Eber (B2C) and CapsuleCRM (B2B)
2.1.4 XO led Experience
We also encourage XOs to provide personal guided tours to our users, to provide bespoke experiences and create memorable episodes. Our humanity is one of the most valuable offering we have for our users.
2.1.5 Saas Operation
Users of EXP.OS are another type of users we support. There are B2B customers with their own operation that our system EXP.OS supports. Issues / solutions often fall into the 3 main categories: 1) Lack of understanding / Giving tutorial or information; 2) Insufficient or Incorrect configuration / guided configuration; 3) Bug-fix or feature requests / add to development queue. XOs must have basic understanding and proficiency of EXP.OS to be able to handle the first two scenarios of issues/solution.
2.2 procurement
First rule of thumb: If it is not necessary, do not obtain. (Reduce)
Second, If the objective could be achieved, or problem could be solved by utilising/repurposing existing materials, do that first. (Reuse)
Then, if purchasing is decided, procurement should follow these general principles as an extension to our brand code:
1. They should be durable and of good quality.
2. They should be simple, intuitive and user friendly.
3. They should be made of natural / environmentally friendly materials (s.steel, zinc, wood, felt etc.)
4. They should be of greyscale or natural colors;
5. They should not carry any decorative patterns;
6. They should be composed of simple geometries such as rectangles and circles;
7. They should be consistent and coherent with its peers (stationary sets, folders etc.)
8. They should be beautiful.
If in doubt, brands such as Muji, Uniqlo, Nitori has generally these product design principles, with Ikea and Daiso also being good sources except one must avoid the iconic / overly generic looks that give an impression of cheap quality.
Examples
Do
Don't
Simple geometry, no decoration, recyclable materials.
Complex geometry, plastic-ky, overall 'cheap' looking.
Do
Don't
The color is the content. The container is transparent to express its content (color high-lighter)
The skin colour is decorative and unrelated to the contents (pencil). The typography (cursive) also does not fit our brand-code.
Do
Don't
The shape and materials are simple and clean, and the affordable price makes it perfectly applicable to spaces such as lockers / bathrooms.
These framed posters while aesthetically pleasing and in-line with the monochrome style of some of our brands, we must strive to have wall-arts with unique stories and thus would in most imaginable cases avoid art works from Ikea.
2.3 Maintenance
Wear and tear happens naturally. Repair and maintenance, both hardware and software, is necessary to maintain efficient and delightful usage.
2.3.1 Descriptive
Some maintenance work can be done by providing proper signage and communications to our customers. The work of being aware of this type of solution itself is a great experience design ability.
2.3.2 prescriptive
Knowing exactly what to do when a particular kinds of problem arise requires our diligent input of cases and solutions into our knowledge base: wiki.exp.is
2.3.3 predictive
Having experience gives foresight. Data and detailed observations also enable us to predict problems and to fix them before the occurence. This is the highest form of repair.
2.4 Engineering Requests
Our day-to-day usage of our bespoke hardware and software system and is contributing to the evolution of the system to becoming a seamless system for our partner SME operators.
2.4.1 Hardware Bug/feature requests
Some of the system hardware may go out-of-order from time-to-time. Being able to accurately identify the error would help the engineering team repair and get it back in service in the shortest time possible. Some of the hardwares common to our locations are:
-REM.hub: There should at least be one REM.hub at each location, which is responsible for Access Control (e.g. QR code scanner + electric door lock), Smart Home integration (e.g. Ikea Tradfri, Philips Hue)
-REM.node: each capsule / room with UI environmental control usually has a REM.node installed. The REM.node is an integrated module that controls the fan speed, lighting and soundscape of the room.
-REM.mobility: this is the (planned) module that goes into each Mobile Capsule (e.g. FUUUN). It has GPS tracking functions and geo-trigger capabilities, as well as an adapted version of access control for vehicles.
2.4.2 Software Bug/feature requests
EXP.OS is our core system. Within which it handles 3 types of bookings: 1) Space booking, 2) Service booking, 3) Events booking.
It also manages all of our users, members and team.
As a growing system, bugs are inevitable. Timely and informative reporting of bugs would really help improve the system for all of our teammates as well as customers, so it is very important that we all take this responsibility and help us get better altogether.
Whenever a hardware or software bug is discovered, or high value features are identified, please report it immediately to: https://we-the-xo.typeform.com/to/Yr1RmzWl
2.5 Design requests
Design is not decoration. Design is not an after thought. Design is deeply engrained in the DNA of EXP.
While Design thinking is a growing trend in the business lingo, it has been with us since day 0. As such, we expect that every XO to respect and appreciate design as it is the identity that represents all of us. Every thing we do should be thoughtful, consistent and beautiful.
Subjective may beauty be, it is actually more logical and scientific than most believe. To align our many design activities, the Architectural Brand Code (ABC) is a design system that we have developed to support the many aspects of EXP.'s design artifacts.
Just as Engineering, design has a set of skills which one could acquire over learning and practice. eXperience Designers within our organization are specialized to help execute design requests / solve design problems efficiently and effectively.
2.5.1 Physical
Physical designs most commonly include:
- Stationary (e.g. business cards)
- Signage
- Brand Goods
More invested design process that would be treated as a project includes:
- Product design
- Spatial design
- Exhibition design
2.5.2 Digital
Digital design requests most commonly include:
- Products / Spatial Photography
- Social Media Assets
- Illustrations/diagrams for publications
More invested design process that would be treated as a project includes:
- Video production
- Website production
- New Experience Content production
Whenever a physical or digital design support is needed, please request it with as much lead time as possible to: https://we-the-xo.typeform.com/to/nThVujN9
2.6 Communication requests
Communication is something most of us do everyday yet it is one where its cultivation takes years of invested experimentation to master. eXperience Communicators in our team are picked for their extended efforts in communicating ideas through means of written, verbal or visual communications.
2.6.1 Examples
Communication production includes:
- Travel Journals
- Interviews
- Short Stories
- Social Media copies
- Product / Experience copy writing
- Publication design
- Syllabus Development
Whenever Communication support is needed, please request it with as much lead time as possible to: https://we-the-xo.typeform.com/to/j4phK2Hu
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