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.

BA and Beyond 19 Stina Vanhoof - Sneaking service design into large organisations

1,248 views

Published on

Large organisations are struggling to make the right decisions for their clients and employees. Implementing service design thinking and doing into these organisations can help them in this process. But how to start and what barriers do we encounter. I would love to share some real insight stories on successes and struggles we went through. And give some examples of how we help organisations in this process. Large governmental organisations, like: the Flemish institution for education (Gemeenschapsonderwijs), the Flemish department for work and social economy, Belgian department for employment and education VDAB, etc.

Published in: Design
  • Be the first to comment

  • Be the first to like this

BA and Beyond 19 Stina Vanhoof - Sneaking service design into large organisations

  1. 1. KNIGHT MOVESKNIGHT MOVES S E R V I C E D E S I G N
  2. 2. SERVICE DESIGN into large organisations sneaking
  3. 3. SERVICE DESIGN we love
  4. 4. SERVICE DESIGN CUSTOMER PRODUCT
  5. 5. SERVICE DESIGN CUSTOMER CUSTOMER CUSTOMER CLIENTSERVICE PRODUCTS WEBSITE IT MARKETING BUSINESS
  6. 6. BUSINESS ANALYSIS CONFERENCE So what the hell is a service designer doing at a
  7. 7. SERVICE DESIGN & BUSINESS ANALYSIS Improve quality of services Design solutions Start from research/analysis Help organisations change
  8. 8. SERVICE DESIGN Design/synthesis Qualitative research focus (the why) Shape stakeholder objectives Start from user needs BUSINESS ANALYSE Analysis Quantitative data focus (the what) Understand stakeholder objectives Start from business needs
  9. 9. Desirability (human) Viability (business) Feasibility (technical)
  10. 10. Desirability (human) Viability (business) Feasibility (technical) BUSINESS ANALYSIS starts from SERVICE DESIGN starts from
  11. 11. Desirability (human) Viability (business) Feasibility (technical) BUSINESS ANALYSIS starts from SERVICE DESIGN starts from SO LET S COLLABORATE!‘
  12. 12. THIS TALK Sneaking service design into large organisations
  13. 13. How a service design/ human-centered approach can help organisations improve their customer experience by starting small and evolving towards bigger change
  14. 14. SPARK INTEREST SHOW IMPACT GO VIRAL Small project to introduce service design concepts Larger holistic project that yields significant results Integrate service design practices into an organisation on multiple levels
  15. 15. SPARK INTEREST SHOW IMPACT GO VIRAL Small project to introduce service design concepts Larger holistic project that yields significant results Integrate service design practices into an organisation on multiple levels
  16. 16. 1. SPARK INTEREST Small projects to introduce service design concepts Facilitating co-creation workshops Concepts of service design systems Generating personas Creating customer journeys Value discovery tracks
  17. 17. FLEMISH HERITAGE Putting the Flemish heritage back on the agenda for a broader audience.
  18. 18. “ COMMUNICATION MANAGER OF THE ORGANISATION Great to have the whole team together and decide who and what we will focus on
  19. 19. THE RESULTS Insights on the users Stronger team that knows what has to be achieved Inspiration and interesting new directions We can do things differently & more people focussed
  20. 20. SPARK INTEREST SHOW IMPACT GO VIRAL Small project to introduce service design concepts Larger holistic project that yields significant results Integrate service design practices into an organisation on multiple levels
  21. 21. SPARK INTEREST SHOW IMPACT GO VIRAL Small project to introduce service design concepts Larger holistic project that yields significant results Integrate service design practices into an organisation on multiple levels
  22. 22. 2. SHOW IMPACT Larger holistic project that yields significant results. Service system implementation Design & role-out of one or more touchpoints Iterative design process together with the organisation
  23. 23. VIDEO CLASSES Shape the organisational workflow for the content of an online learning platform
  24. 24. “ PROJECT LEADER Good to get an overview of such a complex process and have some concrete steps of what we need to do, with everyone agreeing beforehand.
  25. 25. THE RESULTS Proud and motivated team Roadmap with small steps on how to implement the change Successful taks change of employees Successful product-service role-out
  26. 26. SERVICE DESIGN CHANGED The world changed, Questions from clients changed, We changed
  27. 27. How can we as a whole organisation become more customer-centric? FLEMISH DEPARTMENT FOR WORK AND SOCIAL ECONOMY
  28. 28. How can service design be implemented in all levels of education. Both by teachers aswel as policy makers? FLEMISH INSTITUTION FOR EDUCATION
  29. 29. How can our 2 organisations merge and improve both our online and offline services to become more citizen-centred? LOCAL GOVERNMENT & SOCIAL SERVICES
  30. 30. WHAT THESE QUESTIONS HAVE IN COMMON Their endgoal is to create better experiences for people It’s all about people Facilitation change Complex to solve (complex stakeholder structures)
  31. 31. SPARK INTEREST SHOW IMPACT GO VIRAL Small project to introduce service design concepts Larger holistic project that yields significant results Integrate service design practices into an organisation on multiple levels
  32. 32. 3. GO VIRAL Making service design part of the organisation Service Design trainings More projects at different departments Advising on design processes Co-creating the organisational culture
  33. 33. TRANSFORM EDUCATION How can we improve our education system so that it becomes more student-centered and every student finds its place.
  34. 34. “ TEACHER It’s so motivating to give feedback and see that implemented 2 weeks later
  35. 35. IXZO! A digital tool that transforms the classroom into a place where every student can learn in its own pace and teachers serve as facilitators to support students in their own composed education.
  36. 36. Running Collaborations Service Design training & coaching Co-creating an innovation process Competency validation with blockchain Value discovery tracks …
  37. 37. “ EDUCATIONAL ADVISOR I’m now co-creating school visions with students and teachers. Whereas before we just told them what they should change.
  38. 38. “ PEDAGOGICAL SUPERVISOR We are testing IXZO! in 10 schools, to capture feedback we do focus groups in the classroom. The feedback goes directly to the 2weekly sprints we kept on running.
  39. 39. “ TEACHER I’m now in charge of my own lessons, I design educational paths together with every student individually
  40. 40. OUR LEARNINGS Show impact to gain trust Mind-shift only comes from experiencing the impact Take small steps, don’t overwhelm Take the time to involve people and let them jump on board Start small, don’t promise the moon
  41. 41. SERVICE DESIGN POWERS Co-create to establish ‘draagvlak’ Connect the front and the back stage from the start The power of design, visuals and stories Use the voice of the customer as an enabler
  42. 42. THANK YOU ! W W W . K N I G H T M O V E S . B E @stinavanhoof @KnightMoves111 @SDpodcaster

×