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.

UX STRAT Europe 2017: Nico Weckerle, "Shifting the Deutsche Telekom Mindset to Ecosystem Design Thinking"

16,094 views

Published on

UX STRAT Europe 2017 presentation by Nico Weckerle, Vice President Experience Strategy, Deutsche Telekom:
"Shifting the Deutsche Telekom Mindset to Ecosystem Design Thinking"

Published in: Design
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Dating direct: ♥♥♥ http://bit.ly/2Qu6Caa ♥♥♥
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Dating for everyone is here: ❤❤❤ http://bit.ly/2Qu6Caa ❤❤❤
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

UX STRAT Europe 2017: Nico Weckerle, "Shifting the Deutsche Telekom Mindset to Ecosystem Design Thinking"

  1. 1. SHIFTING THE MINDSET FROM SILO TO ECOSYSTEM THINKING Nico Weckerle, VP Experience Strategy – Deutsche Telekom AG
  2. 2. HOW I GOT HERE
  3. 3. BOOKING TRAVEL
  4. 4. TAXI TO MAIN STATION
  5. 5. TRAIN TO AMSTERDAM
  6. 6. UBER TO HOTEL
  7. 7. HOTEL IN AMSTERDAM
  8. 8. REALLY?
  9. 9. ...NOT REALLY?
  10. 10. MULTIPLE PLAYERS BOOKING TAXI SHUTTLE TRAIN UBER HOTEL
  11. 11. NO INTERLINKAGE
  12. 12. NO SHARED DATASET
  13. 13. NO HOLISTIC PERSPECTIVE
  14. 14. SIMILAR CHALLENGEDIFFERENT CONTEXT
  15. 15. COUNTRIES 50>
  16. 16. EMPLOYEES 218,341
  17. 17. PRODUCTS & SERVICES 200>
  18. 18. STRATEGIC GOALSDEUTSCHE TELEKOM AG INTEGRATED IP NETWORKS WIN WITH PARTNERS BEST CUSTOMER EXPERIENCE LEAD IN BUSINESS
  19. 19. 6 MAIN PRODUCT CATEGORIES ENTERTAINMENT COMMUNICATION SMART HOME CLOUD SECURITY SERVICE
  20. 20. ENTERTAIN
  21. 21. SMART HOME
  22. 22. INTERLINKAGE?
  23. 23. HOLISTIC PERSPECTIVE?
  24. 24. COHERENT ECOSYSTEM OUR OBJECTIVE
  25. 25. APPROACH
  26. 26. DEVELOP A FRAMEWORK MAKE IT TANGIBLE UNDERSTAND CREATE A VISION DISTRIBUTE & EDUCATE UNDERSTAND & IDEATE1
  27. 27. DEVELOP A FRAMEWORK MAKE IT TANGIBLE UNDERSTAND CREATE A VISION DISTRIBUTE & EDUCATE UNDERSTAND & IDEATE DEVELOP A FRAMEWORK 1 2
  28. 28. DEVELOP A FRAMEWORK MAKE IT TANGIBLE UNDERSTAND CREATE A VISION DISTRIBUTE & EDUCATE UNDERSTAND & IDEATE DEVELOP A FRAMEWORK MAKE IT TANGIBLE 1 2 3
  29. 29. DEVELOP A FRAMEWORK MAKE IT TANGIBLE UNDERSTAND CREATE A VISION DISTRIBUTE & EDUCATE UNDERSTAND & IDEATE DEVELOP A FRAMEWORK MAKE IT TANGIBLE DISTRIBUTE & COACH 1 2 3 4
  30. 30. DEVELOP A FRAMEWORK MAKE IT TANGIBLE UNDERSTAND CREATE A VISION DISTRIBUTE & EDUCATE UNDERSTAND & IDEATE1 2 3 4 5 DEVELOP A FRAMEWORK MAKE IT TANGIBLE DISTRIBUTE & COACH
  31. 31. GAIN INSIGHTS FROM MULTIPLE PERSPECTIVES
  32. 32. • Status quo analysis • Future roadmap • Strategic goals PERSPECTIVE INSIDE OUT, OUTSIDE IN
  33. 33. • Customer insights • Trends & drivers • Competitive analysis PERSPECTIVE INSIDE OUT, OUTSIDE IN
  34. 34. • Increased reach • Customer retention • Efficiency through standardization • Scalability for future services VALUE-ADD FOR BUSINESS, FOR CUSTOMERS
  35. 35. • Discoverability of products • Continuity and convergence • Personalized experience • Simplicity VALUE-ADD FOR BUSINESS, FOR CUSTOMERS
  36. 36. UNDERSTAND & IDEATE DEVELOP A FRAMEWORK MAKE IT TANGIBLE DISTRIBUTE & COACH 1 2 3 4 V
  37. 37. ONE SIZE TO FIT ALL
  38. 38. BUILDING BLOCKS CONSISTENCY BOOST TRUST & BRAND PERCEPTION EXPERIENCE PRINCIPLES VITALIZE THE ECOSYSTEM ENABLERS TECHNOLOGICAL CAPABILITIES TO INTERCONNECT FRAMEWORK
  39. 39. BUILDING BLOCKS CONSISTENCY BOOST TRUST & BRAND PERCEPTION EXPERIENCE PRINCIPLES VITALIZE THE ECOSYSTEM ENABLERS TECHNOLOGICAL CAPABILITIES TO INTERCONNECT FRAMEWORK
  40. 40. BE CONSISTENT, NOT UNIFORM
  41. 41. APPEARANCESTRUCTURE BEHAVIOUR TONE OF VOICE s CONSISTENCYDIMENSIONS
  42. 42. CONSISTENCYCENTRAL DISTRIBUTION PLATFORM
  43. 43. BUILDING BLOCKS CONSISTENCY BOOST TRUST & BRAND PERCEPTION EXPERIENCE PRINCIPLES VITALIZE THE ECOSYSTEM ENABLERS TECHNOLOGICAL CAPABILITIES TO INTERCONNECT FRAMEWORK
  44. 44. A COMMON MINDSET FOR BEST CX
  45. 45. WHAT THEY DO • Address customer pain points and needs • Enable seamless and convergent experience • Support business objectives • Relate to the entire customer journey EXPERIENCE PRICIPLES
  46. 46. HOW TO DEFINE THEM EXPERIENCE PRICIPLES • Correlate pain points across products • Decide on growth levers • Match with customer expectations • Verify through customers and stakeholders
  47. 47. BUILDING BLOCKS CONSISTENCY BOOST TRUST & BRAND PERCEPTION EXPERIENCE PRINCIPLES VITALIZE THE ECOSYSTEM ENABLERS TECHNOLOGICAL CAPABILITIES TO INTERCONNECT FRAMEWORK
  48. 48. INFRASTRUCTURE FOR A COHERENT ECOSYSTEM
  49. 49. • Empower holistic view of customers • Facilitate seamless experience • Support efficiency in development • IT-driven, often not user centred WHAT THEY ARE ENABLERS
  50. 50. • Derive from Product Target Pictures • Prioritize by impact and scalability • Analyse existing capabilities • Co-create with PO and IT HOW TO DEFINE THEM ENABLERS
  51. 51. UNDERSTAND & IDEATE DEVELOP A FRAMEWORK MAKE IT TANGIBLE DISTRIBUTE & COACH 1 2 3 4 V V
  52. 52. SHOW, DON‘T TELL
  53. 53. SEEING IS BELIEVING
  54. 54. EXPERIENCING IS BELIEVING
  55. 55. UNDERSTAND & IDEATE DEVELOP A FRAMEWORK MAKE IT TANGIBLE DISTRIBUTE & COACH 1 2 3 4 V V V
  56. 56. BE A FACILITATOR, NOT AN OWNER
  57. 57. DISTRIBUTEACROSS ALL POSSIBLE CHANNELS Web Coaching Book Projects Newsletter Word of mouth
  58. 58. BELIEVE – LEARN – DO • Get management commitment • Engage stakeholders • Demonstrate tangible vision • Create one mindset
  59. 59. • Convey building blocks • Train principles • Touch base with customers • Coach facilitators BELIEVE – LEARN – DO
  60. 60. • Offer interdisciplinary workshops • Apply principles to customer journeys • Use design thinking methods • Integrate framework into actual projects BELIEVE – LEARN – DO
  61. 61. • Governance • Roadmap priorities • Fixing Enablers • Company size MAJOR CHALLENGES
  62. 62. • Top-down & bottom-up approach • Make your vision tangible • Facilitate, don‘t own – co-create • Persistence KEY TAKEAWAYS
  63. 63. THANK YOU!

×