Ntt Data Advisory & Interactive 20120529

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  • OE: Organizational EffectivenessOCM: Organizational Change managementADM: Application Development ManagementBPO: Business Process Outsourcing

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  • 1. NTT DATA Advisory & Interactive Services Copyright © 2012 NTT DATA, Inc. - Confidential
  • 2. NTT DATA in the Americas • 17,000 employees / $1.2B in revenues • Offering clients more options through increased depth and scale across: o Advisory & Interactive Services o Applications Services / ERP o Mobility Services o Cloud & Infrastructure Services o BPO Services o BI & Analytics o Strategic Staffing 55% 45% • Balanced Industry depth in commercial, healthcare, financial and public sector • Successful long-term relationships with rich and Financial & Insurance Public Sector Onshore diverse customer base Mfg & High Tech Offshore Other Consumer & Retail • Balanced global delivery model that maximizes Health & Life Sciences consistency and cost efficienciesCopyright © 2012 NTT DATA, Inc. - Confidential 2
  • 3. Advisory & Interactive ServicesCopyright © 2012 NTT DATA, Inc. 3
  • 4. Advisory Services :: Across the Enterprise 1 2 3 4 5 Transformation Strategy √ √ √ Change Management √ √ √ √ Experience Alignment √ √ √ √ Interactive Services √ √ √ √ √ Development & Integration √ √ √ √ COEs & Managed Services √ √Copyright © 2012 NTT DATA, Inc. - Confidential 4
  • 5. Business Transformation & IT Strategy• Process Optimization Where in our process:• IT Strategy − IT Assessment & Roadmap, Platform Strategy & Selection, IT Merger & Acquisition Due Diligence/Integration• Program Management Office (PMO) − PMO Strategy/Enhancements, Project Audit/Recovery 1 2 3 4 5 Sample Clients:Copyright © 2012 NTT DATA, Inc. - Confidential 5
  • 6. Organizational Effectiveness• Understand the organization’s vision, strategy, and desired Where in our process: results• Assess what it will take to align the organization to achieve the desired future state• Work across the organization to ensure alignment with other enterprise efforts 1 2 3 4 5 Sample Clients:Copyright © 2012 NTT DATA, Inc. - Confidential 6
  • 7. Organizational Change Management • Drive engagement in defining and understanding a Where in our process: given change • Clarify specific impacts and expectations to enable stakeholders to execute new, or changed, processes, roles & responsibilities • Build a foundation to sustain & continuously 1 2 3 4 5 improve upon changes Facilitating Change for the IndividualSpecificity of information Integrate Clarify Inform Sustain Inform about the Clarify scope with Integrate changes Sustain the project – focus on “What’s through desired change scope, timeline, be in it for me” organization through nefits, opportunities (WIIFM) – alignment, role - continued and expectations changes, impacts, based integration and for training, driving continuous involvement, and benefits, expectati ownership and improvement where to go for ons and related ongoing information timings optimization Awareness Understanding Acceptance Commitment Time Change / Adoption Curve Copyright © 2012 NTT DATA, Inc. - Confidential 7
  • 8. Experience AlignmentStrategic Experience Alignment (SEA): NTT Data’s Where in our process:trademarked process of aligning all people and systemsto support the experiences your employees andcustomers must have in order for your organization tomeet its strategic business objectives. 1 2 3 4 5 Sample Clients:Copyright © 2012 NTT DATA, Inc. - Confidential 8
  • 9. Interactive Services Mobile: Where in our process: Mobile Interface design and development, designing for mobile web, outsourced mobile app design and development Technology: Mobile Site Development, 1 2 3 4 5Branding & Design: Brand Treatment, Style Branding ApplicationGuides, Interface Design, & Technology Development,Motion Graphics Design, Design Mobile Sample Clients: Content Creation Development, Strategy Personalization Systems Search Integration Search:Site Search, Search Engine User-Centered Optimization Design Systems Integration: Content Management Systems, Ecommerce, User-Centered Design: Advertising, Community & Insight Gathering Personae, Usage Social Media Scenarios, Content Strategy, Taxonomy & Metadata Strategy, Information Architecture, Interaction Design Copyright © 2012 NTT DATA, Inc. - Confidential 9
  • 10. Sustain: Standardize & Manage Production, SupportManaged & Outsourced Services & COEs Where in our process:• Portfolio Rationalization• Standards & Guidelines for: Innovation, Design, Change Management, Collaboration & Communication 1 2 3 4 5• Outsourced Production & Support Services• BPO• COES: CX, Mobile, Customer RetentionCopyright © 2012 NTT DATA, Inc. - Confidential 10
  • 11. Center of Excellence: Experience DesignCopyright © 2012 NTT DATA, Inc. 11
  • 12. Human-Centered Experience Design (XD)Research-based – Evidence-driven – Outcomes-focused• Helps ensure the mutual success of every interaction between your business and your audience by addressing… • Who is your audience? • What do they need to do? • How can you help them do it?• Qualitative & Quantitative investigative methods for capturing VoC include… • Interviews • Journaling • Ideation Sessions • User-testing • Personas • Web Analytics • Contextual Inquiries • Surveys • Touch Point Analysis • CC Log Analysis Copyright © 2012 NTT DATA, Inc. - Confidential 12
  • 13. Experience Design: Services• Customer Experience (CX) Ensuring the multi-touch point experience of doing business with your company is a positive experience that drives new business and customer loyalty• Employee Experience (EX) Ensuring your organization’s people and systems are aligned and help the company meet its strategic objectives and performance metrics• User-Centered Design (UCD) Ensuring the human interfaces to technology are designed within the context of use and are characterized by utility, ease of use, and rapid adoption Copyright © 2012 NTT DATA, Inc. - Confidential 13
  • 14. Experience Design: Core CompetenciesResearch & Planning Design & Implementation Testing & Evaluation• XD Strategic Consulting • Info/Interaction Architecture • Satisfaction Surveys &• Audience & Contextual • Website & Application Design Analysis Research • Rich Internet & Mobile Design • Use Case Analysis (Utility)• Cross Channel Touch Point • Cross Channel Integration • Usability Assessments Analysis • Employee and/or System • KPI Analytics• Business Success Metrics Integration Analysis• Heuristic Assessments Copyright © 2012 NTT DATA, Inc. - Confidential 14
  • 15. Case StudiesCopyright © 2012 NTT DATA, Inc. 15
  • 16. Creating a Customer-Focused BusinessService CenterA global pharmaceutical client was developing a business case forcentralizing five business services (Human Resources, Finance, IT, Facilitiesand Procurement) into one global service centerThey sought insights from the customer perspective to both influence andvalidate the business caseUsing a phased approach, they needed to understand how customerscurrently interact with the five services, where it could be improved and a“blue sky” vision for the future service center Copyright © 2012 NTT DATA, Inc.
  • 17. Creating a Customer-Focused Business Service CenterCurrent State Service Model and Scenario Example Approach:  As part of a phase I Discovery engagement, we interviewed global customers and stakeholders to understand the most common service requests, the typical interactions between customer and service provider, and areas of improvement.  We reviewed various usage data and insight materials from the five services.  We evaluated areas of impact to the business with the current service design – e.g., inefficiencies, lost productivity, low customer satisfaction – and areas of opportunity with a new model. Copyright © 2012 NTT DATA, Inc. 17
  • 18. Creating a Customer-Focused Business Service Center“Blue Sky” Service Models and Scenario Outcomes:  We supported the business case to create a customer-focused business service center through illustrating: - The current, broken service experience - A vision for an improved, central service center - The areas of measurable impact  We then iterated our phase II approach based on the learnings from Discovery, which includes interactive, collaborative service innovation workshops and iterative rounds of concepting and requirements Copyright © 2012 NTT DATA, Inc. 18
  • 19. Creating a Customer-Focused Business Service Center Sample Deliverable: Current State Scenario: FacilitiesCopyright © 2012 NTT DATA, Inc. 19
  • 20. Creating a Customer-Focused Business Service CenterSample Deliverable: Persona Copyright © 2012 NTT DATA, Inc. 20
  • 21. Creating a Customer-Focused Business Service CenterSample Deliverable: Persona Copyright © 2012 NTT DATA, Inc. 21
  • 22. Creating a Customer-Focused Business Service CenterSample Deliverable: Interaction Matrix Copyright © 2012 NTT DATA, Inc. 22
  • 23. Virtualizing the IT Help DeskA large healthcare client was standardizing IT service offerings across multiplecountries into a single global service catalog and ticketing systemAs part of this transformation, they wanted to improve the usability of the IT-facing ticketing system and release a new employee portal for requesting ITservices, reporting IT issues, and searching the knowledgebase (affecting 130kemployees globally)They wanted to know how employees wish to interact with the help-desk, andhow to design the employee portal to meet both user and business objectives Copyright © 2012 NTT DATA, Inc.
  • 24. Virtualizing the IT Help DeskEmployee IT Services Portal – Sitemap Approach:  Provided recommendations on how to improve the IT-facing ticketing system by: interviewing key stakeholders, reviewing help-desk documentation and metrics, and conducting user tests with help-desk employees  Designed information architecture and initial prototype for the employee IT services portal, while ensuring technical feasibility with the new platform  Performed iterative prototype user tests with employees in all main regions. Updated the design assets (including annotated prototype and full color page comps) and conducted transition walkthroughs for requirements, testing, and build teams.  Providing prioritized list of enhancements and strategic guidance for future releases. Employee IT Services Portal – Findings & Recommendations Report from User Tests Copyright © 2012 NTT DATA, Inc. 24
  • 25. Virtualizing the IT Help DeskEmployee IT Services Portal – Prototype Page Examples Outcome:  Provided the client with a clear understanding of who their employees are, their challenges, and what they need in relation to IT services  Designed an employee IT services portal that offers easy self-service, simple request/issue submissions, and easy access to IT help-desk through desired channels  Eliminated pain-points related to current toolsets to increase employee productivity/ satisfaction and to improve efficiencies with ticket resolution Employee IT Services Portal – Page Comp Copyright © 2012 NTT DATA, Inc. 25
  • 26. Experience Design/Org Effectiveness Front Line Employee Engagement & PerformanceDiscover & Analyze Understand & Identify Make Recommendations Prioritize & Track 26% Impact 74% Difficulty• Two teams of techs and • We held stakeholder sessions Examples of Recommendations: • Recommended and prioritized supervisors reported lower and interviews. to identify • Consider ways of changing how an array of near-term and long- employee survey scores than themes, dynamics and call queues are measured and term goals to improve their peer groups. behaviors that survey data did managed satisfaction, job not identify. performance, opportunities for • Improve collaboration among• We were engaged to analyze • We used interactive sessions to supervisors growth, collaboration, and to quantitative survey clarify areas where data was in elevate two internal brands at strategies Comcast. data, gather qualitative conflict. Near-Term Takeaway: “Ten Things • Tracking of progress & metrics data, identify underlying You can Do Now to Improve from Dec 2011 through June themes and issues, and Ex: “We’re asked to work on too Communications” 2012 recommend a strategy & many different things…” tactics for improvement Copyright © 2012 NTT DATA, Inc.
  • 27. CX Case StudyUnderstanding Customer Service Rep / Client Interactions A large pharmaceutical client sought insights to inform decisions around enhancements and new technologies to maximize the efficiency of the service force. We conducted interactive research, and created design concepts to represent the ideal solution. Copyright © 2012 NTT DATA, Inc.
  • 28. Contact Dana Smitka Helland Senior Client Manager dana.helland@nttdata.com 267.481.4602Copyright © 2012 NTT DATA, Inc. 28
  • 29. Copyright© 2012 NTT DATA, Inc.Inc.Copyright © 2012 NTT DATA, This document contains confidential Company information. Do not disclose it to third parties without permission from the Company.