putting people first

by experientia
by experientia
9 December 2009

Mumbai markings enhance service design

Be the first to share
putting people first
by experientia

Dabbawalla
Meena Kadri reports on how lunch and laundry delivery in Mumbai – known as the Dabbawalla and Dhobi Ghat services – use sophisticated coding systems to track items within their service chain, in order to ensure accurate delivery.

“The Dabbawalla service entails collection of freshly prepared meals from the residences of suburban office workers from vast reaches of the city, delivery to their workplaces and the return of empty lunch boxes (dabba or tiffin) to its original home – all for a reasonable monthly fee. Delivering over 200,000 lunch boxes each day to workers who have diverse eating habits (often governed by religion) requires an accurate system – especially as each lunch box commonly passes through the hands of at least six men, in quick exchange, on its path from home to office and back again. Most tiffins are collected by bicycle, sorted into destination groups, then carried together on trains and cycled to the offices of their respective customers. In between they are commonly carried on hand pushed carts and large head-balanced trays – all while jostling with chaotic Mumbai rail and road traffic.

With low literacy being an issue for some of the 5000 dabbawallas, they have devised a coding system using colour, symbols, numbers and a few letters which is painted on the lids of the tiffins to indicate the train lines, hub points and destinations at both ends of the delivery cycle. Each part of the marking can be understood by the relevant dabbawalla as the lunch box exchanges hands through the service chain. In the case that a lunch box gets on the wrong path, the code allows it to be set back on the right track – yielding only one mistake per 6 million deliveries according to economic analysis.”

Read full story

Be the first to share
Related Article
16 December 2014
World Development Report 2015 explores “Mind, Society, and Behavior”
WASHINGTON, December 2, 2014 — Development policies based on new insights into how people actually think and make decisions will help governments and civil society achieve development goals more effectively. A richer and more accurate …
Related Article
27 November 2014
Deep dive into drinking occasions
Five years into his role as head of strategic insights at Heineken UK, Mick Doran believes that the brewing industry is learning valuable lessons from other FMCG sectors in becoming more consumer inspired and brand …
Related Article
27 November 2014
Are we viewing consumers as humans?
Underneath all the shopping, online searching, and purchasing is a human being who takes a particular action for very personal reasons, writes Jure Klepic in The Huffington Post. Those reasons maybe based on a response …
Related Article
27 November 2014
Intel, Tony Salvador, and design anthropology
Why would Intel need to conduct a tremendous amount of ethnographic research if all they are manufacturing are microchips? This short essay by Ioanis Hristodoulou eexamines Intel’s role in design anthropology on a worldwide context, exploring …
Related Article
20 November 2014
[Book] Design for Policy
Design for Policy Edited by Christian Bason, Chief Executive, Danish Design Centre Series: Design for Social Responsibility Hardcover: 250 pages Publisher: Gower Pub Co; December 28, 2014 Design for Policy is the first publication to chart the emergence of collaborative …
Related Article
8 November 2014
Society’s sandbox
Steve Daniels, director at Makeshift magazine, explains why informal economies are the world’s biggest — and most overlooked — design research opportunity. "Informal economies are society’s sandbox, where early experimentation can take place freely. In the same way that thoughtless …
Related Article
6 November 2014
Little Data, Big Data and UX design at LinkedIn
Julie Marie Norvaisas and Jonathan "Yoni" Karpfen of LinkedIn's User Experience Design (UED) Research Team share how their team discovers and uses "little data" to inform and inspire, in the context of a company driven …
Related Article
5 November 2014
Creating government tech systems with excellent UX and ‘good enough’ security
Gov.uk, the website of the UK Government's Digital Service that merges the websites of all UK Government Departments and many other agencies and public bodies, has posted a draft guidance document on risk management of …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

27 November 2014
Why the world needs anthropologists – an update

Why the world needs anthropologists – Coming out of the ivory tower Location: Padua, Italy, Centro Culturale Altinate/San Gaetano Date and time: Friday, 5 December 2014, 13:00 – 18:00 Padua, Italy, 5 December 2014 – The second edition of the international symposium of applied anthropologists attempts to erase the boundary between ‘pure’ and ‘applied’ anthropology, […]

30 October 2014
The BancoSmart ATM by Experientia for UniCredit selected for ADI Design Index

Last year Experientia designed the interface of an ATM of UniCredit, a major Italian bank. The interface is now rolled out across the bank’s ATMs in Italy, to great satisfaction of the bank and the customers alike, since interaction speed is much faster and error rates went down dramatically. Last year UniCredit and Experientia also […]

29 October 2014
Experientia at EPIC: UX transforming a financial institution

In September 2014 Experientia gave a presentation on working as UX professionals with financial institutions at the EPIC conference in New York. The paper is now available on the EPIC site in HTML and PDF versions (free registration req’d). Abstract Application of a user-centered approach rooted in ethnographic methodologies facilitates a major European bank’s transition […]

25 October 2014
Experientia president to speak at User Friendly 2014 in China

Experientia president Michele Visciola is one of the keynote speakers at User Friendly 2014, the annual user experience conference of UXPA China, to be held in Wuxi, China, 13 to 16 November. The theme of the 11th conference is the “new era of the experience economy,” thus underlining the importance of transferring UX concepts and […]

19 October 2014
Event: Why the world needs anthropologists

An upcoming event is encouraging anthropologists to “come out of their ivory towers” and work more closely with their colleagues in the field, in order to bridge the gap between “pure” and “applied” anthropology. The international symposium “Why the world needs anthropologists” (Facebook page) will be held on 5 December 2014 in Padua, Italy. Experientia […]

See all articles