Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Digital transformation - Jon Faulkner - SEE 2018

1,120 views

Published on

How the Servicedesk supported the bigger picture changes. Over the last 24 months, LSHTM has been on a Digital Transformation journey, delivering a new website, intranet, collaborative group and online governance frameworks, management information platforms and – most significantly – a new shared service helpdesk. Jon will share the remarkable story of how this transformation connected the School’s strategic, tactical, operational and customer services.

Published in: Services
  • Be the first to comment

  • Be the first to like this

Digital transformation - Jon Faulkner - SEE 2018

  1. 1. Customer focus #SEE18 Digital Transformation: How the Servicedesk supported the bigger picture changes Jon Faulkner Domain7 Digital Services Consultancy
  2. 2. People-centricity With Jon Faulkner
  3. 3. Jon Faulkner UK Managing Director, Domain7 Digital Services Consultancy Jon is the former CIO of the LSHTM, where over a 5 year period he delivered significant beneficial change providing digital platforms and solutions, a cultural advancement towards embracing future-minded strategic solutions and the means to develop digital capability across staff and students. In his new role at Domain7, Jon is tasked with building the UK presence, reputation, growth and organisation through working collaboratively with client partners across Higher Education, Healthcare, Local Government and Charity sectors.
  4. 4. Agenda
  5. 5. OR
  6. 6. Why do it? Metrics 1. Reputation 2. People satisfaction 3. User experience 4. Referrals 5. Sales / Share 6. Cost of sales 7. Repeat / lasting custom 8. Browsing cross sales 9. Fewer HelpDesk calls 10.Quicker Call resolution 11.Fewer internal call bounces 12.and ...
  7. 7. https://semanticstudios.com/ubiquitous_service_design/
  8. 8. https://semanticstudios.com/ubiquitous_service_design/
  9. 9. OR
  10. 10. https://semanticstudios.com/ubiquitous_service_design/
  11. 11. https://webdesign.tutsplus.com/articles/what-exactly-are-ux-touchpoints
  12. 12. Managing the change https://www.quora.com/What-is-the-best-example-of-having-different-perspectives-on-the-same-situation
  13. 13. https://connection.domain7.com/why-design-thinking-makes-business-sense-f2eca24ad55b “At its core, design thinking demands that people work together, listen actively, and question assumptions.” Design thinking
  14. 14. https://semanticstudios.com/ubiquitous_service_design/
  15. 15. 1. Maintain the customer's perspective 2. Reframe challenges to identify better solutions 3. Use design to make the new tangible. 4. Prototype to learn quickly 5. Collaborate to align teams 6. Structure delivery around customer experience https://www.liveworkstudio.com/methods/ Service Design
  16. 16. Information Architecture Information Architecture is “the art and science of organizing and labelling websites … to support usability.” User Experience is “the way a person feels about using a product, system or service … perceptions of the practical aspects such as utility, ease of use and efficiency of the system.” http://www.uxbooth.com/articles/the-difference-between-ia-and-ux-design/
  17. 17. User Experience (via user-centred design) https://ux.stackexchange.com/questions/30093/is-user-experience-design-uxd-equal-to-user-centered-design-ucd
  18. 18. UX design - “the process of enhancing user satisfaction with a product by improving the usability, accessibility, and pleasure provided in the interaction with the product.” https://www.usability.gov/what-and-why/user-experience.html
  19. 19. EXAMPLES
  20. 20. A Favourite Real-Life Example - UK Vehicle Tax Purchase
  21. 21. Work In Practice Example - Shared Service Desk (1)
  22. 22. Work In Practice Example - Shared Service Desk (2)
  23. 23. Work In Practice Example - Shared Service Desk (3)
  24. 24. Work In Practice Example - Shared Service Desk (4)
  25. 25. Work In Practice Example - Shared Service Desk (5)
  26. 26. Design Example - Focus on Form
  27. 27. Design Example - Focus on Function
  28. 28. Continuous Improvement
  29. 29. Summary
  30. 30. Thanks! jon@domain7.com 07834 882 405
  31. 31. Customer focus #SEE18 Digital Transformation: How the Servicedesk supported the bigger picture changes Jon Faulkner Domain7 Digital Services Consultancy jon@domain7.com 07834 882 405

×