Intro to Service Design in Corporate Environment - Jason Fiske
Download as PPTX, PDF0 likes2,416 views
The document discusses the introduction of service design in a corporate setting, particularly focusing on enhancing the employee digital experience. It emphasizes collaboration, stakeholder involvement, and the importance of service blueprints and design sprints in fostering innovation. Additionally, it provides tips for successful implementation, highlighting the need for proactive engagement and change management.
Intro to Service Design in Corporate Environment - Jason Fiske
- 1. Introducing Service Design in the Corporate EnvironmentIntroducing Service Design in the Corporate Environment
- 3. Our story Let’s start with how we got here 1
- 8. Email Online Banking Web Content Farm Mgmt Software Call Centre SEO Mobile Website Relationship Staff Social Media FCC Online Experience
- 12. Product Owners Developers Designers Marketing Solution Architects Project Management Customer Support Content owners Data architects Web writers Executive Management Business Analysts Governance Committee Change Management Policy and Process Management Business Solutions Brand Management Credit Management
- 13. Understand the current state
- 15. Immediate benefits • Immediate engagement • Energy from supporters • Better understanding of scope • Empathy • Made the intangible tangible • Highlight intersections
- 17. Blueprints are the gateway drug to service design. Patrick Quattlebaum Adaptive Path ”
- 18. No one should come to me with requirements until we go through this exercise. Solutions Architect ” OK. Now I see what you guys are trying to do for customers. This makes sense to me. Developer ” This is like group therapy…in the best way possible. Customer Service Rep ”
- 19. Support the complex service environment
- 20. Design sprints
- 21. Prototype
- 22. They still like us
- 23. Keeping it alive Growing knowledge within the company 2
- 24. Day long service design training
- 25. Lunch and learn sessions
- 26. Yammer group
- 27. Where are we at today? Applying service design throughout FCC 3
- 28. Dedicated roles • Lead, Design Thinking • Two service designers • Innovation Lab
- 29. Service blueprints for everyone!
- 30. Design sprints are BAU
- 31. Design thinking and methods are core to addressing business problems and opportunities
- 32. What did we learn? Tips for implementing service design in the corporate environment 4
- 33. Collaboration is the key Don’t go it alone. Involve stakeholders early and often. Breaks down silos. Establish key partnerships
- 34. Start small Screw up small instead of screwing up big. It’s easier with smaller wins. Find your groove.
- 35. Market and sell SD Have an elevator pitch. Share artifacts and prototypes. Invite yourself to present. Merge with traditional business terminology when appropriate.
- 36. Find your champions Milk the hell out of them.
- 37. Be proactive Don’t wait for business problems to find you.
- 38. Demonstrate value Solve business problems and opportunities with tangible outputs and solutions. Don’t just make pretty images.
- 39. Lean on change management Can’t be innovative or evolve to a better experience if you’re adverse to change.
- 40. Our recommended approach Tips for implementing service design in the corporate environment 5
- 41. I don’t know. I’m making this up as I go. Make it your own
- 42. Any questions? You can find me at ◉ @jasonfiske ◉ jason.fiske@fcc.ca Thanks!