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Challenges and opportunities for service design in organisations shifting to agile
Abstract:
To keep up with the ever faster rate of change in the world, more and more companies are adopting agile ways of working. For service designers working in organisations that are shifting in this direction, this presents opportunities, but also challenges. What is the role of service design in an agile organisation and how can it provide the most value? Which methods work well and which need to be adapted? And what tools and techniques can help facilitate collaboration and co-creation? During this interactive workshop, we will take an in-depth look at these emerging issues and opportunities. The presenters will share their own experiences, problems and solutions and attendees are invited to do the same, so we can jointly identify patterns, discuss solutions and learn from experiences.
Innovation:
With service design becoming increasingly part of the “business as usual” of organisations, it’s also becoming more important to integrate it with the practices of the rest of the business. An ongoing trend is a shift to more bottom-up and agile ways of working. This opens up great opportunities for designers, as it makes it easier to respond to customer insights, but it also presents new challenges. At Aegon, we started this shift over a year ago and have learned a lot along the way. We’ll share our experiences and solutions and:
* How we combine traditional methods with iterative working
* How we approached the transition (traditional & agile working side by side)
* How we direct insights to teams that need them, using dashboards etc. to encourage serendipity
* What we haven’t solved yet
Michel Jansen & Esther van der Hoorn - Challenges and opportunities for servi...
Michel Jansen & Esther van der Hoorn - Challenges and opportunities for servi...Service Design Network
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Challenges and opportunities for service design in organisations shifting to agile
Abstract:
To keep up with the ever faster rate of change in the world, more and more companies are adopting agile ways of working. For service designers working in organisations that are shifting in this direction, this presents opportunities, but also challenges. What is the role of service design in an agile organisation and how can it provide the most value? Which methods work well and which need to be adapted? And what tools and techniques can help facilitate collaboration and co-creation? During this interactive workshop, we will take an in-depth look at these emerging issues and opportunities. The presenters will share their own experiences, problems and solutions and attendees are invited to do the same, so we can jointly identify patterns, discuss solutions and learn from experiences.
Innovation:
With service design becoming increasingly part of the “business as usual” of organisations, it’s also becoming more important to integrate it with the practices of the rest of the business. An ongoing trend is a shift to more bottom-up and agile ways of working. This opens up great opportunities for designers, as it makes it easier to respond to customer insights, but it also presents new challenges. At Aegon, we started this shift over a year ago and have learned a lot along the way. We’ll share our experiences and solutions and:
* How we combine traditional methods with iterative working
* How we approached the transition (traditional & agile working side by side)
* How we direct insights to teams that need them, using dashboards etc. to encourage serendipity
* What we haven’t solved yet
Michel Jansen & Esther van der Hoorn - Challenges and opportunities for servi...
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It’s like maintaining a diary for your business’s financial affairs. Picture this: Every dollar coming in and every penny going out is diligently noted and neatly organized, just like entries in a personal journal.
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Direct interactions 2015
- 1. Virtual Contact Center Above and beyond the calltm
- 2. We strengthen customer relationships with a local voice that enhances the customer experience
- 3. We provide customer service representatives for software, healthcare, and government
- 4. “By partnering with DI, we can provide an exceptional customer experience for our community while supporting work at home opportunities for a unique workforce.” Tim, VP of Worldwide Operations
- 5. ● Nationwide recruiting ● 8 years of uninterrupted operations ● Turnover rate of 9%
- 6. DISTANCEtm Training Direct InteractionS Trained Agent Nesting and Client Education
- 7. Performance management includes awards, promotions and gamification
- 8. 2015 AtWork! Partner of the Year 2014 NVS Employer of the Year 2013 PROVAIL Corporate Partnership Award