How to think about service like a product designer
1. How to think about service
like a product designer
2. What does “great service” mean to you?
Fast?
Responsive?
Knowledgeable?
Empathetic?
Friendly & Caring?
Human?
Anticipates my needs?
Exceeds Expectations?
Clear & Direct?
Really listening?
Positive attitude?
Genuine & Authentic?
Professional?
Accurate?
Easy Self-Service?
Passion & Personality?
3.
4. Design Thinking is about...
● Identifying the real, root problem
● Converging on the best solution (out of many possible ones)
● Deliver the solution on schedule and within budget
(time) (cost)
5. Discover Define Develop Deliver
Problem
Finding the right
SOLUTION
Solution
Finding the right
PROBLEM
Diverge Converge Diverge Converge
The Double-Diamond Model of Design
6. Discover Define Develop Deliver
Problem
ALTERNATIVES
TIME
Finding the right
SOLUTION
Solution
Finding the right
PROBLEM
Diverge Converge Diverge Converge
On schedule?
On budget?
The Double-Diamond Model of Design
7. Conceptual models
“An explanation, usually highly simplified, of how something works.
It doesn’t have to be complete or even accurate as long as it is useful.”
9. Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolved
Finding the right
PROBLEM
Diverge Converge Diverge Converge
Fast?
Accurate?
Efficient?
10. 1:11:1
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolved
Finding the right
PROBLEM
Fast?
Accurate?
Efficient?
Diverge Converge Diverge Converge
External External
12. 1:1
Listen &
gather info
Inquiry
ALTERNATIVES
TIME
Diverge
“What Great Listeners Actually Do”
1. Periodically ask questions that promote
discovery and insight
2. Make the other person feel supported and
convey confidence in them
3. Mutual cooperation - trying to help, not trying
to win an argument
4. Make constructive suggestions
Source: Harvard Business Review (July 14, 2016)
16. THE TRUTH IS OUT THERE
(service rep)
Knowledge in the world
Knowledge in the head
vs
Knowledge in help docs
Knowledge in team
Knowledge in product
fast
slow
17. THE TRUTH IS OUT THERE
Knowledge in the world
Knowledge in the head
vs
Knowledge in help docs
Knowledge in team
Knowledge in product
fast
slow
(service rep)
20. 1:11:1 External External
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolution
Finding the right
PROBLEM
Your org’s secret sauce
1. ???
2. ???
3. ???
4. ???
5. ???
6. ???
Fast?
Accurate?
Efficient?