Business impact
Some examples of
business impact

2013 © Livework

2
“We will stop irritating you”

2013 © Livework

3
100 questions about
life, the illness and the system.
Life

?
My colleagues

2013 © Livework

6
They had a
tremendous row
in our office
He grabbed the
sketch and ran
out the room

We left the
workshop
depressed

His se...
Looking for service
design...
My journey

2013 © Livework

8
Europa

Nederland
(Potentiële) Nederlandse Beroepsbevolking
Beroepsbevolking
8.000.000)

Oriënterend op de arbeidsmarkt

O...
(Potentiele) Nederlandse
Beroepsbevolking

Beroepsbevolking
8.000.000)

Internet
Oriënterend
(2.000.000)

Oriënterend op
d...
My colleagues
(again)

2013 © Livework

15
He grabbed the
drawing and
ran out the
room

They had a
tremendous row
in our office
We left the
workshop
depressed

He to...
What happens when you
put service design
on steriods?

2013 © Livework

18
Unaware

Aware

Interested

Buy

Attract

Make offer

Help decide

Sell

Receive &
setup

Setup

Early use

Use

Assist

I...
Decision

Buy

Admin

Receive

Setup

Early use

Use

Offer

Contract

Admin

Deliver

Setup

Educate & Assist

Inform & S...
Unaware

Aware

Interested

Consider

Negotiate

Manage

Change of
situation

Incident

Reconsider

Cancel

Unaware of the...
Prepare

New customer

Customer

Collect and prepare necessary
data and paperwork to
prepare for new contract

Period imme...
Consider

Prepare journey

Station/stop

Journey

Station/stop where the journey starts/ continues/ ends and offering trav...
Receives the product, starts the service

Setup:
Make sure the customer is
familiar with the phone and
core services

Rece...
Team
Member

Project
Manager
Local
market
SME

Tasks
assigned

Management
Sponsor

Clarity on progress
Programme
leader

C...
Programme
leader

Management
Sponsor

Status update: K Holistic
Update: Brazil has adopted best in
class

Status
update
Re...
What have we learned
From/with our
Clients?

2013 © Livework

28
A. Prevent pressure

B. Move Pressure

Enable customers to do it themselves

Show customers how to do it
themselves next t...
Oct

Project oversight
and governance
Service strategy

Nov

Dec

Jan

Project management
Core service
scenarios

June

Se...
“The new bill is simpler to
understand, and creates less
trouble for us. It’s great”
2013 © Livework

34
< Keep it simple

Understand before design >
< Test with customers
Oct

Service strategy

Provide a roadmap >

Service des...
"Engineering and
architecture are useless
without service design.
There is no point investing
in the pure physicality and
...
www.liveworkstudio.com/sdnc13
@liveworkstudio

@melvinbf
Business impact
Business impact
Business impact
Business impact
Business impact
Business impact
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Service design with its tools, collaborative spirit and creativity has an opportunity for business impact when it moves beyond the pure focus on customers and staff, and design for the organisation. Applying the outside-in perspective helps organisations see their possibilities and limitations in delivering a positive service experience to their customers. Livework is learning how to prepare and guide businesses to tackle businesses challenges in ways that are new for most organisations. In Cardiff we will share some useful and sometimes painful lessons how to achieve business impact in sectors ranging from insurance and public transport to retail and telecoms.

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  • Transcript of "Business impact"

    1. 1. Business impact
    2. 2. Some examples of business impact 2013 © Livework 2
    3. 3. “We will stop irritating you” 2013 © Livework 3
    4. 4. 100 questions about life, the illness and the system. Life ?
    5. 5. My colleagues 2013 © Livework 6
    6. 6. They had a tremendous row in our office He grabbed the sketch and ran out the room We left the workshop depressed His service blueprin gets stolen from his office a couple or times a week
    7. 7. Looking for service design... My journey 2013 © Livework 8
    8. 8. Europa Nederland (Potentiële) Nederlandse Beroepsbevolking Beroepsbevolking 8.000.000) Oriënterend op de arbeidsmarkt Oriënterend (2.000.000) Werkzoekenden Werkzoekenden (1.300.000) CWI DIENSTEN Klant contacten (1.000.000) Met WW bedreigd CWI geregistreerde werkzoekenden NWW (750.000) Huidig Interventie niveau CWI Werk Intake Preventie quote Uitkeringsgerechtigde WW (550.600) + WWB (290.600) Arbeids ongeschikt Uitstroom KETEN PARTNERS
    9. 9. (Potentiele) Nederlandse Beroepsbevolking Beroepsbevolking 8.000.000) Internet Oriënterend (2.000.000) Oriënterend op de arbeidsmarkt Werkzoekenden (1.300.000) Werkzoekenden KCC + Klant contacten (1.000.000) CWI geregistreerde werkzoekenden NWW (750.000) Registratie Internet Vestiging KCC Klant ontvangst Informatie Advies Snel zoeken Klant herkenning Werk Intake Match Bemiddeling & reïntegratie Uitkeringsintake Kwalitatieve Intake Vestiging Registratie WW (550.600) + WWB (290.600) Arbeids ongeschikt WW bedreigd Uitkeringsgerechtigde 2004 2007
    10. 10. My colleagues (again) 2013 © Livework 15
    11. 11. He grabbed the drawing and ran out the room They had a tremendous row in our office We left the workshop depressed He told me that the service blueprint get stolen from his offic a couple or times a week
    12. 12. What happens when you put service design on steriods? 2013 © Livework 18
    13. 13. Unaware Aware Interested Buy Attract Make offer Help decide Sell Receive & setup Setup Early use Use Assist Inform Change in use Incident Reconsider Support Resolve Recognise
    14. 14. Decision Buy Admin Receive Setup Early use Use Offer Contract Admin Deliver Setup Educate & Assist Inform & Support Retail Online Call centre Policies People Process Procedures Practices System
    15. 15. Unaware Aware Interested Consider Negotiate Manage Change of situation Incident Reconsider Cancel Unaware of the insurance products/ services or unaware of risk and benefits Become aware of the brand, the organisation, the products or service offered Investigate and gather requirements for a specific insurance, or portfolio Requesting and evaluating offers from one or more insurance providers Negotiate price, terms and conditions, sign and activate contract Process contract internally, migrate existing contracts and manage contracts Change in the business and/or operating conditions that impact the contract Occurrence that impacts conditions or terms of the insurance Considering changing insurance products and/or insurance provider Termination policy and, or relationship Unaware Recognise Research Request quote Negotiate/agree Process Plan and prepare Issue End of contract Terminate Not aware of the risk, products and/or companies the offer insurance products First realises the insurance need v ia an incident (reactiv e), unmitigated risk, or ad/promo Look for a package for the benefits/returns, the best riskreward case Receiv e and negotiate on the quote and compare with other offers Negotiate and agree final terms, costs and conditions Forms and paperwork are submitted and processed, and receiv e confirmation Plan changes in the business that change the business and/or the organisation Notice or ex perience an unex pected ev ent or situation End of the contract based on contracted period and/or conditions that allow termination Reach decision to terminate the current contract Notice Connect Look for/request info Evaluate Adjust offer Receive Solicit help/information Assess situation Change of need Process Get ex posed to a brand and or serv ice that (might) hav e impact on the business Connects the brand, product or serv ice to a risk and or (legal/ contractual) requirement Check/ receiv e info through brochure/ pamphlets/ calls or v isits, word-of-mouth Ev aluate companies, proposals and offers against ex pectations or criteria Prepare/adjust contract details according to latest offer and terms Receiv es info pack, welcome message and other contract related documents and tools Request/receiv e information or assistance to address the consequences of the change Inv estigate the incident, its cause and its effect Realise the gap between their needs/promised serv ices, and actual commitments by prov ider Relevant Specify Select Commit Migrate New situation Seek assistance Assess situation Rev okes/ends policy , sev ers relationship with current prov ider and mov es to new prov ider Sees the relev ance of the serv ice and/or product for its organisation or operation Consider or filter out which ty pes to product are relev ant and needed nth round discussion leads to final selection of companies to offer product/ serv ice Finalise contract, with discussion & approv al from authorised person Discontinue or break ex isting contracts and mov e to the new prov ider Notice planned and unplanned changes in business and or operating conditions Reach out to the prov ider ov er one or more channels to assist in resolv ing the incident Rev aluate risk portfolio/costs and assess impact of terminating the contract or buy ing new one Shortlist Decide Sign contract Activate and manage Adjust to new situation Re(solve) situation Decide Activ ely qualifies and selects companies to work with based on hard or soft criteria Choose the company and offer that meets needs, ex pectations and requirements Put signature on contract and associated documents Activ ate contracts from a specific date, store, manage and maintain contracts Make adjustments to the setup or composition of the contract to reflect the new situation The prov ider tries to resolv e the incident by prov iding information/serv ice/fix Decide to stay with current serv ice prov ider, switch prov ider or terminate contract Investigate Provider investigates incident to prevent further and future incidents
    16. 16. Prepare New customer Customer Collect and prepare necessary data and paperwork to prepare for new contract Period immediately after signing the contract where the contract is setup internally In a steady state managing and administering policies and paperwork Setup Manage policies Enter insurance contract into policy and risk management portfolio and administration Manage policy , and respond to standard adjustments change in internal/ex ternal best be done by operating env ironment Requirements Imbed Adjustments Determine requirements and conditions for the product and the serv ice Imbed insurance, products and serv ices into business routine and processes Affect changes such as decrease/increase risk cov er, adjust premium plans etc. Information Admin changes Request/receiv e information related to products & serv ices, including up- & cross sell Change in policy , insurance plan, people and handling of insurance account Collect information • How can a new and data to Gather information understand situation to customer be setupand options be self sufficient later? • What information Compare expertise should be Compare current products, proactively provided to serv ices and administration customers, how and with offers when? • How can simple/ customers? r03.v00 New Customer 06/03/2013 Period immediately after signing the contract where the contract is setup Potential Information Receive Setup Imbed Information Based on CSI Survey & Relevance New customer receives info pack, welcome message and other contract related docs. Enters the insurance contract into its policy and risk management portfolio Imbed insurance, products and services into business routine and processes Request/receive information related to products & services, including up- & cross sell Overall Satisfaction 17 18 16 14 Perception (Trust/ Relationship) Request/receiv e information related to insurance products & serv ices 22 23 21 23 Overall, how satisfied or dissatisfied are now with Q2 Gjensidige? 19 23 25 21 23 Notification Q3 Imagine an ideal insurance company. How closely to this ideal [reference point] is Gjensidige? 18 20 20 0 22 Receiv e information about a change, issue or, something requiring (legal) notification Q4 To what extent Gjensidige tend to meet corporate expectations? 18 0 0 0 0 25 26 24 24 Value-for-Money Q7 How satisfied or dissatisfied are you with the price you pay for corporate personnel policies? 24 0 29 0 27 Q8 How satisfied or dissatisfied are you with the price you pay for insurance products? 26 29 34 29 0 Q10 To what extent are you confident that the insurance contents covers your needs? 19 21 25 21 0 Q11 To what extent do you believe that Gjensidige's insurance documents are understandable? 29 37 32 35 32 11 14 13 12 13 0 0 0 0 0 Q13 Q12 r03.v00 Unaware Aware Unaware of the insurance products/ services or unaware of risk and benefits 06/03/2013 Interested Become aware of the brand, the organisation, the products or service offered Connect Relevant Research Consider Contract Requesting and evaluating offers from one or more insurance providers Shortlist Request quote Evaluate Evaluate companies, proposals and offers against expectations or criteria Select Decide New Customer Customer Period immediately after signing the contract where the contract is setup Adjust contract Commit Prepare/adjust contract details according to latest offer and terms Finalise contract, with discussion & approval from authorised person Process Receive Reconsider Cancellation Termination policy and, or relationship Make adjustments Admin changes Information Notification Plan and prepare Solicit help/information New situation Adjust to new situation End of contract Change of need Assess situation Decide Sees the relevance of the service and/or product for its organisation or operation Look for a package for the benefits/returns, the best riskreward case Check/ receive info through brochure/ pamphlets/ calls or visits, word-of-mouth Consider or filter out which types to product are relevant and needed Enters the insurance contract into its policy and risk management portfolio Imbed insurance, products and services into business routine and processes Request/receive information related to products & services, including up- & cross sell Manage policy, and respond to change in internal/external operating environment Affect changes such as decrease/increase risk cover, adjust premium plans etc. Change in policy, insurance plan, people and handling of insurance account Request/receive information related to insurance products & services Receive information about a change, issue or, something requiring (legal) notification Plan changes in the business that change the business and/or the organisation Request/receive information or assistance to address the consequences of the change Notice planned and unplanned changes in business and or operating conditions Make adjustments to the setup or composition of the contract to reflect the new situation End of the contract based on contracted period and/or conditions that allow termination Realise the gap between their needs/promised services, and actual commitments by provider Revaluate risk portfolio/costs and assess impact of terminating the contract or buying new one Decide to stay with current service provider, switch provider or terminate contract Reach decision to terminate the current contract 0 2 8 17 5 8 16 14 13 17 17 13 12 14 17 18 16 14 13 16 17 16 17 2 16 2 14 14 15 14 14 12 14 0 0 0 0 0 0 21 0 0 20 20 21 20 21 20 20 22 22 23 21 23 20 22 20 23 22 0 22 0 22 23 23 23 23 23 22 New customer receives info pack, welcome message and other contract related docs. Imbed Considering changing insurance products and/or insurance provider Manage policies Connects the brand, product or service to a risk and or (legal/ contractual) requirement 7 Form and paperwork are submitted & processed and receives confirmation Setup Change of Situation Information First realises the insurance need via an incident (reactive), unmitigated risk, or ad/promo 2 Choose the company and offer that meets needs, expectations and requirements Negotiate and agree final terms, costs and conditions Change in the business and/or operating conditions that impact the contract Specify Get exposed to a brand and or service that (might) have impact on the business 0 nth round discussion leads to final selection of companies/ individuals Negotiate/agree In a steady state managing and administering policies and paperwork Look for/request info Not aware of the risk, products and/or companies the offer insurance products Actively qualifies and selects companies to work with based on hard or soft criteria Receive and negotiate on the quote. Further comparison from other rival offers Negotiate price, terms and conditions, sign and activate contract Unaware Based on CSI Survey & Relevance Perception (Trust/ Relationship) Recognise Investigate and gather requirements for a specific insurance, or portfolio Potential Overall Satisfaction Notice To what extent do you believe that Gjensidige's newsletters, brochures, product information are easily understood? Over the past 12 months has your company received newsletters, brochures, product information, etc. from the Gjensidige by mail or Terminate Processing Revokes/ends the policy and severs relationship with the provider Q2 Overall, how satisfied or dissatisfied are now with Gjensidige? 19 0 0 0 0 0 0 21 0 0 21 0 23 0 23 21 0 25 23 25 21 23 0 23 0 23 23 0 23 0 0 25 23 23 25 25 23 Q3 Imagine an ideal insurance company. How closely to this ideal [reference point] is Gjensidige? 18 0 0 0 0 0 0 0 0 0 20 0 20 0 0 20 0 0 20 20 0 22 20 20 20 22 20 0 20 0 22 20 0 22 20 22 20 Q4 To what extent Gjensidige tend to meet corporate expectations? 18 0 0 0 0 0 0 0 0 0 20 20 20 20 20 20 20 20 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 13 0 0 14 26 12 23 24 27 23 29 26 23 27 23 25 26 24 24 24 25 28 26 25 0 22 0 27 26 27 26 26 27 35 0 Value-for-Money Q7 How satisfied or dissatisfied are you with the price you pay for corporate personnel policies? 24 0 0 0 0 0 0 0 0 0 27 29 31 29 29 27 27 0 0 29 0 27 0 29 0 0 27 0 31 0 29 29 31 29 29 27 Q8 How satisfied or dissatisfied are you with the price you pay for insurance products? 26 0 0 0 0 0 0 31 0 0 31 34 29 31 29 31 29 0 29 34 29 0 31 29 29 31 29 0 0 0 34 29 34 29 29 0 Q10 To what extent are you confident that the insurance contents covers your needs? 19 0 0 0 0 0 0 23 0 0 23 25 21 23 21 23 21 0 21 25 21 0 23 21 21 23 21 0 0 0 25 21 25 21 21 0 0 Q11 To what extent do you believe that Gjensidige's insurance documents are understandable? 29 0 0 0 0 0 0 37 0 35 0 35 0 32 0 0 32 35 37 32 35 32 32 32 35 35 35 0 0 0 35 0 35 0 0 0 35 11 0 0 13 0 0 14 14 12 12 14 13 12 0 0 13 0 12 14 13 12 13 12 13 0 14 13 0 13 0 12 0 13 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Q13 Q12 To what extent do you believe that Gjensidige's newsletters, brochures, product information are easily understood? Over the past 12 months has your company received newsletters, brochures, product information, etc. from the Gjensidige by mail or 0
    17. 17. Consider Prepare journey Station/stop Journey Station/stop where the journey starts/ continues/ ends and offering travel related services P Considering travel to one or more frequent, or infrequent destinations Plan, make preparations and arrangements for a journey Consider Decide Plan Check/receive info Select Purchase Travel from location Enter Check/receive info Select Purchase Time at station/stop Departure platform Validate Travel Check/receive info Arrival platform Change line Change mode Exit/check-out Fi Consider if, when, how and with whom to travel Decide general aspects of the journey i.e. date, time, mode, route Plan one, or more journeys to one or more destinations Check and/or receive information related to planned or related journeys Select/ change the product/ ticket/ card , mode, route, time and stops Register, renew, purchase, activate the ticket/ card option Travel from current location to station/stop Enter the physical space of the station/stop Check and/or receive information about planned or related journeys Select/ change the product/ ticket/ card , mode, route, time and stops Register, renew, purchase, activate the ticket/ card option Time at station/stop, occupying space, using facilities, waiting Move to departure platform and enter a mode of transport Validate ticket / card for the trip, full journey or period, and show when requested Travel to the (next) stop or destination using one or modes of transport or systems Check and/or receive information about current, planned, or related journeys Wait at, or move from arrival platform to next platform, or exit Change from current line to the next within the same mode or system Change from one mode of transport or system to another mode and/or system Exit a station, or stop, and checkout from system for the journey Tr de Overall satisfaction Move through one or more (public) transport systems, using one or more modes Re 33 114 437 319 313 210 456 406 103 235 362 419 427 431 163 STATION FACILITIES 0 47 97 146 38 33 44 282 164 127 119 256 254 73 21 164 249 212 216 78 Overall satisfaction with the station 0 0 15 17 0 0 17 18 17 17 17 17 18 17 0 17 17 17 17 15 Ticket buying facilities 0 0 14 0 0 14 0 0 0 16 16 0 0 0 0 0 0 14 14 0 Provision of information about train times/platforms 0 0 18 20 18 18 0 18 20 18 18 20 20 0 0 20 17 20 20 0 The upkeep/repair of the station buildings/platforms 0 0 0 0 0 0 0 30 0 0 0 27 30 0 0 0 27 0 0 0 Cleanliness 0 0 0 0 0 0 0 23 0 0 0 23 21 0 0 0 21 0 0 0 The facilities and services 0 0 0 52 0 0 0 56 52 0 0 56 52 0 0 52 56 52 52 0 The attitudes and helpfulness of the staff 0 0 0 0 0 0 0 16 17 16 16 16 17 17 0 17 17 17 17 0 Connections with other forms of public transport 0 19 21 19 19 0 0 19 19 21 0 19 19 0 21 19 19 18 21 0 Facilities for car parking 0 28 28 0 0 0 28 28 0 0 0 0 0 0 0 0 0 0 0 28 0 Overall environment 0 0 0 0 0 0 0 26 0 0 0 26 26 0 0 0 23 23 23 Your personal security whilst using 0 0 0 0 0 0 0 12 0 0 13 13 12 0 0 0 12 12 12 0 The availability of staff 0 0 0 35 0 0 0 32 35 35 35 35 35 35 0 35 35 35 35 32 How request to station staff was handled 0 0 0 4 0 0 0 4 4 4 4 4 4 4 0 4 4 4 4 4 TRAIN FACILITIES 29 154 167 155 168 0 69 155 155 186 91 200 152 30 214 198 170 215 216 84 The frequency of the trains on that route 29 32 34 32 34 0 34 32 32 34 0 32 0 0 32 32 0 32 32 0 Punctuality/reliability (i.e. the train arriving/departing on time) 0 24 26 26 26 0 26 26 26 28 0 28 28 0 28 26 24 28 28 0 The length of time the journey was scheduled to take (speed) 0 14 14 13 15 0 0 13 13 15 0 15 0 0 15 14 14 14 14 0 Connections with other train services 0 10 10 10 10 0 10 10 10 10 9 9 10 10 0 10 10 9 10 9 The value for money for the price of your ticket 0 76 83 76 83 0 0 76 76 90 83 83 83 0 90 83 76 83 83 76 Upkeep and repair of the train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The provision of information during the journey 0 0 0 0 0 0 0 0 0 0 0 24 22 21 24 24 22 24 24 0 The helpfulness and attitude of staff on train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The space for luggage 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The toilet facilities 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Sufficient room for all passengers to sit/stand 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The comfort of the seating area 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The ease of being able to get on and off 0 0 0 0 0 0 0 0 0 0 0 0 0 0 15 0 15 15 15 0 Your personal security on board 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The cleanliness of the inside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The cleanliness of the outside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The availability of staff 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 How well train company deals with delays 0 0 0 0 0 0 0 0 0 9 0 10 10 0 11 11 10 11 11 0
    18. 18. Receives the product, starts the service Setup: Make sure the customer is familiar with the phone and core services Receive & Setup Early stages of being a customer and dealing with the transition to service provider Educate: About the product and other features New customer Familiar with the company, its product and service, establishing regular energy consumption Change in personal situation or circumstance that impacts the contract Personalise: Seduce: Make offers and recommendation on how to use additional services Offer incentives to use new services and introduce others Customer Change in use
    19. 19. Team Member Project Manager Local market SME Tasks assigned Management Sponsor Clarity on progress Programme leader Coordinator Loads approved version Team member contributions….. Receives approval request structured to support meetings….. Status update ensuring clear decisions and approvals Receives actions External partner
    20. 20. Programme leader Management Sponsor Status update: K Holistic Update: Brazil has adopted best in class Status update Receives approval request ensuring clear decisions and approvals
    21. 21. What have we learned From/with our Clients? 2013 © Livework 28
    22. 22. A. Prevent pressure B. Move Pressure Enable customers to do it themselves Show customers how to do it themselves next time
    23. 23. Oct Project oversight and governance Service strategy Nov Dec Jan Project management Core service scenarios June September Programme/pilot management Omni channel service blueprint Business impact assessment Pilot KPI's Process design Pilot processes Interaction concepts Interaction design Visual design prototype Visual design Functional design Functional design Technical design prototype Technical design Build prototype Build platform Proof of concepts Business validation Build systems Pilot training Business mobilisation Business training Detailed service design Service implementation Key Milestones August Pilot services Technical implementation Pilot & testing July Design authority HL interaction design Interaction design prototype Functional design Business implementation May Omni channel service strategy process design Technical design Apr Pilot management Experience design High level blueprint Business Business & scenario Visual design Mar Design authority Service design Interaction design Feb Service implementation Low fidelity testing Pilot design & setup Customer tests Customer pilots Customer trials
    24. 24. “The new bill is simpler to understand, and creates less trouble for us. It’s great”
    25. 25. 2013 © Livework 34
    26. 26. < Keep it simple Understand before design > < Test with customers Oct Service strategy Provide a roadmap > Service design Nov Dec Project management Experience design High level blueprint May June Key Milestones < Give the organisation time Have fun with the client > August September Pilot services Omni channel service blueprint Business impact assessment Pilot KPI's Process design Interaction concepts Interaction design Visual design prototype Visual design Functional design Functional design Technical design prototype Technical design Build prototype Build platform Proof of concepts Business validation Build systems Pilot training Business mobilisation Business training Detailed service design Service implementation Pilot & testing July Design authority Pilot processes Technical implementation Business implementation Apr Programme/pilot management HL interaction design Interaction design prototype Functional design Technical design Mar Omni channel service strategy Business Visual design Feb Pilot management Core service scenarios Business & scenario process design Interaction design Jan Design authority Project oversight and governance Service implementation Low fidelity testing Pilot design & setup Customer tests Customer pilots Customer trials
    27. 27. "Engineering and architecture are useless without service design. There is no point investing in the pure physicality and technicality of any public service infrastructure if the service aspect is not well though through and well planned."
    28. 28. www.liveworkstudio.com/sdnc13 @liveworkstudio @melvinbf

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