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Service Design Breakfast: Service acceptance boosted by e-learning - Jouni Tuominiemi, HiQ

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One aspect of service creation is the introduction of new services into the organization that offers the service. Jouni discusses how elearning can be used to overcome change resistance.

One aspect of service creation is the introduction of new services into the organization that offers the service. Jouni discusses how elearning can be used to overcome change resistance.

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Service Design Breakfast: Service acceptance boosted by e-learning - Jouni Tuominiemi, HiQ Service Design Breakfast: Service acceptance boosted by e-learning - Jouni Tuominiemi, HiQ Presentation Transcript

  • Service Design Breakfast 28 Nov 2012Service Acceptance Boosted by E-learning Jouni Tuominiemi, HiQ Finland Illustrations: Alana Riihelä, HiQ Finland
  • 2HiQ CorporationHiQ is an IT and management consultancy company specialisingin communications, software development, and business critical IT. • 1300 IT and business specialists in Sweden, Finland (~ 250), Denmark and Russia • Best IT Consultancy 2007-2010 (Veckans Affärer) • ICT Project of the Year 2011 in Finland • Goals: Quality, Profitability, Growth – in this order Results. Responsibility. Simplicity. Joy.
  • ”What on earth is e-learning?”
  • 4”If user needs help in usage, the service design has failed”• Not every service is simple: professional use often means • loads of necessary, even critical, features • connections to other systems and processes• Where should the money be invested in? • only (over)simplifying the service OR • also in instructing the user• Interactive study material • great help, but no excuse for skipping service design • cost effective way for communicating best practices
  • 5Morale curve after somewhat unsuccessfull service launch Enhanced Performance Shock Shock Denial Integration Denial Anger/Panic Gradual Acceptance Depression
  • 6Worst case scenario Shock Denial Anger/Panic Depression Hostility
  • 7Each user studying a new service themselves in advance well before the launch or…
  • 8Morale curve after successfull study material launch Enhanced Performance Shock Moderate shock Denial Integration Denial Mild disappointment
  • 9”They won’t attend the training anyway”Learners can be motivated to start and also complete an interactive course • Sneak preview • Relevance • Localisation • Gaming • Competition • Score • Money • Lottery • Fun • Looks • Compulsion • Diploma • Learning!
  • Thank you