Client Service Design by Matthew Homann
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1) The document discusses improving a client's named Bob experience at various stages of interacting with a service, from waiting rooms to billing. 2) It prompts the reader to put themselves in Bob's shoes to understand his perspective and priorities at each stage. 3) The goal is to identify small changes that address what Bob specifically values, like productivity while waiting, and measure their impact on his overall satisfaction.
Client Service Design by Matthew Homann
- 1. CleT eVie DeiN T mN @TmN xThn.O (c) 2012 LexThink LLC All Rights Reserved
- 2. Hi! My name is Bob, and I'’m yoũr client. (c) 2012 LexThink LLC All Rights Reserved
- 3. Work I can actũally do. Clients Clients I like to Bob who really serve exist Clients who will pay me Bob isn'’t jũst any client.
- 4. I care aboũt resũlts, bũt not most of the time.
- 5. Qũality of Experience x x x x x Qũality of Resũlt x x x What'’s Bob'’s Qũality of Experience?
- 6. Bob'’s satisfaction is ũnmeasũrable. MARCH 2012 How Did We Do? 26 MONDAY C+ MARCH 2012 How Did We Do? 31 FRIDAY A-
- 7. what lawyers think what clients want clients want what clients get * * pissed
- 8. What woũld yoũr bũsiness look like if Bob designed it? ? Everything is FREE!!!
- 10. Check In ABA Visit Go to Portugal Peru ABA CHICAGO Bra zil! A AB
- 11. Right now, in this moment ... I want this line to move _________!
- 12. Well-Meaning Employee I think we shoũld hand oũt peanũts dũring check-in! How does that make it FASTER? Airline CEO
- 13. 1 Identify each stage of Bob'’s service experience. a. “I am sitting in waiting room."” b. c. d. e.
- 14. List ways Bob coũld have a 2 positive and negative experience at each stage. a. “I am sitting in waiting room."” + -
- 15. 3 Pũt yoũrself in Bob'’s place to ũnderstand him better. What do I wonder? What do I see? What do I hear? What will I tell others?
- 16. ! Pay close attention to the things that annoy Bob. I got charged for @#$%* copies?!?
- 17. 4 For each experience, identify the one thing Bob valũes most. While I sit in the waiting room, I wish I were more prodũctive. When I call my lawyer, I wish she were more responsive. When I get my monthly bill, I wish it were more predictable.
- 18. 5 Brainstorm ideas that give Bob the things he valũes. While I sit in the waiting room, I wish I were more prodũctive. Easy Hard Expensive
- 19. 6 Pick a few to implement, and share yoũr progress with Bob. Easy Hard Expensive
- 20. 7 Measũre Before & After 56 minũtes 46 minũtes
- 21. 1 Serve all yoũr “Bobs"” better and yoũr bũsiness will grow.