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.

1. Service Design Breakfast 28 Nov 2012
Service Acceptance Boosted by E-learning
Jouni Tuominiemi, HiQ Finland
Illustrations: Alana Riihelä, HiQ Finland

2. 2
HiQ Corporation
HiQ is an IT and management consultancy company specialising
in 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.

3. ”What on earth is e-learning?”

4. 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

5. 5
Morale curve after somewhat unsuccessfull service launch
Enhanced
Performance
Shock
Shock
Denial
Integration
Denial
Anger/Panic Gradual Acceptance
Depression

6. 6
Worst case scenario
Shock
Denial
Anger/Panic
Depression
Hostility

7. 7
Each user studying a new service themselves in advance well before the launch or…

8. 8
Morale curve after successfull study material launch
Enhanced
Performance
Shock
Moderate shock
Denial
Integration
Denial
Mild disappointment

9. 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!

10. Thank you