A new business model for a clothing alterations shop chain.

During the interview with the sign language organisation, we could confirm that the project had to be divided into several stages. It would be impossible to resolve all the challenges in one go.

User Personas

We decided to omit the senior customers to create user personas.

The interviews corroborated that it would be very difficult to change the habits of the elderly people which prefered human interaction along with the service. Based on the research we decided to focus on the middle-age professional users for our digital solution. Therefore, our user personas were Marta, a middle-aged working mother, and Ignacio, a younger solicitor.


The design of the self-service screens was based on home food delivery (eg. Glovo and Deliveroo). Those have successfully set up user habits when it comes to auto service

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Tailor&CO Service Blueprint

Existing and Proposed Service Blueprint

For the new service design, it was very useful to compare the existing service blueprint with the proposed one. We could see the redundant interactions between the user and the staff that could be omitted with the self-service screens.

Results on “the biggest inconvenience when making a clothing alteration” from the survey with 81 respondents.


The initial research included a market & competitors analysis, a survey with 81 respondents and 4 interviews.

The interview subjects where:

  • The business owner

  • The business supervisor

  • A member of a deaf organisation

  • A regular customer

The business owner and the survey confirmed that the most requested services are simple “like for like” jobs. Shortened up trousers are the most requested service (over 60%).