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Umang is an institution that seeks to enhance the quality of life of the elderly and retired people. It strives to do this by providing a vibrant environment in which the elderly can interact and socialize with their peers and constructively utilize their time in activities that they find rewarding and fulfilling.
Giving the increasing demands in the time of the family members due to socio-economic pressures, the elderly and the retired often feel neglected and lonely. Family members are busy through the day and consequently have little time to spare. The constraint of space in the modern urban scenario compounds the problem and makes the elderly feel unwanted. A day center is one of the solutions to the problem.
Umang was started in 1987 by a group of five friends who felt deeply for the cause of the elderly. Today, Umang's journey has been eventful and gratifying. It has expanded its range of activities and has succeeded in enriching the lives of its members. A day center is a place of their own for the elderly to congregate, socialize with their peers and/or to spend time in pursuit of the constructive activities of choice.
The members of Umang's day center are free to spend their time here during the day, participating in activities of their choice among the various activities offered. This provides them as well as their family, space and time independent of each other, which in turn results in a healthier relationship between them.
In addition, providing intellectually stimulating activities and an opportunity to exercise their creativity, the Day Center encourages its members to use their time constructively and keep their faculties alert and active.
Many members take part in the sports day activities. This increases the competitive spirit among the members and helps them appreciate others.
Members take part in the regular yoga activity. This helps them keep up with their health. They do the exercises which suit their health and age.
On an everyday basis, members play board games like carrom which helps their fine motor skills intact.
They also play games like master mind, othello, scrabble and rummy.
Intention of the Case Study:
Intention of the Case Study:
To study the working of a service in absolute detail and understand the relations between stakeholders involved in it. This study leads to track the user journey through the service and inferring their actions, emotions and involvement of the company in those experiences. It also helps to recognize the missing links or failure points existing in the service.
Core Values: Core Values is a defined set of principles and values of the organisation which is to be reflected in each and every stakeholder when representing the organisation and in each and every activity that the organisation conducts. It helps the organisation to plan it's actions and it's people. The above chart shows the four basic Core Values of Umang.
Stakeholder Mapping: It helps us understand the inter-relation between an individual or a group of people with one another. It also helps us understand the different kinds of people involved in the functioning of the organisation.
Customer Journey Map: It helps us understand an organisation from the customer's point of view rather than a business's point of view. It also helps us understand the stage wise interaction of the customer with the different services provided by the organisation. This also helps us understand various reasons because of which a customer might exit. This also helps us understand their behavior with respect to the organisation which helps us understand their wants, needs and aspirations. It helps us identify the gaps in the organisation to improve upon them to make the organisation better.
Service Blueprint: It helps us understand the framework in which the organisation functions, how each and every action takes place, who all are involved in accomplishing that function.
Mapping Umang helped us understand a broad framework of how an organisation functions.
Through stakeholder mapping, customer journey map and the service blueprint we were able to discover the role of the organisation and its stakeholders at micro and macro level for the development of an organisation and the end consumer, also how the organisation maintains the core values at every level.
The micro level observation helped us understand how the whole service is planned to achieve a certain vision through the mission and how the core values are well thought to deliver and implement a certain system at every level through an action plan.
We also gained an understanding of various research tools and representation tools to establish an understanding. It also helped us in representation of consumer values, aspirations and behavior within a broader framework of the organisation. The analysis also helped us develop an overview of cause and effect loops, their relationship between the stakeholders and various influences.
We also learnt how to draw a conclusion from the analysis of the organisation and the interaction with the various other stakeholders and the focused user group.
The research further helped us in identifying the personas of the user groups and their behavior patterns and how the system is catering to the physical as well as psychological needs of user groups.
comments from Amresh Panigrahi need to take care in this page
- All the sheets where you have your interpretation you must own it by putting your name,disciplines name, guides name,NID logos & organisation logo.
- The intermediate attempts of various sheets (A3,A4,chart paper need to be scanned in put it in a google presentation and insert towards as " Attempts to understand Umang " we can discuss on this in class.
- your observation,challenges & opportunity must put for 3 sheets (stake holder,service journey, and service blue print.
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