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Designing Great Services
for Suppliers
Briony Williamson & Renee Glass 23 November 2016
Our suppliers
The ecosystem
Suppliers
Sub-
Contractors
Wholesale
Customers
(ISPs)
Customers
(ISPs)
End Users
nbn
2011
nbn 2011
Startup
Environment • Start-up mode
• Focused on standing up teams, systems, processes
GrowthTransition
Maturity
nbn 2011
User
Experience
• Tactical focus
• Embedded within IT delivery teams
• Provide core-business functionality for Cu...
nbn
2016
nbn 2016
Startup
Environment
• nbn delivered through a mix of technologies
• Processes and systems stood up
• Preparing fo...
nbn 2016
User
Experience
• Business has a better understanding of the skills of the UX
practice
• Dedicated team for Resea...
nbn 2016
Moment of
truth
• Recognition that Suppliers are an integral part of
the ecosystem to meeting nbn’s goals for
Ope...
What we did
How can we support our suppliers to work
efficiently & scale operations?
PROJECT LENGTH
16
weeks
SCOPE
Workfor...
What we did (continued)
80 participants
18 Workshops
36 Contextual
Enquiries
DISCOVER
6 WEEKS
10 Project Showcases
Priorit...
HOW
WE
WORKED
Making findings stick
Sneaky Strategist
• Strategic alignment to
well connected and
respected nbn team.
Change Manager
• I...
DEFINING
SUCCESS USING
4 LENSES
Inflight
Delivered/BAU
Process
How we defined success
Adoption of
Recommendations
Appetite for more
Service Design
Supplie...
WHAT
WE
LEARNT
Tips and Tricks
Project Planning
• Educate stakeholders on the
importance of co-design
and validation.
• Ensure stakeholde...
Tips and Tricks
Data Collection
Process, Tools &
Framework
• Ensure team agrees upfront
about how they plan on:
• Collecti...
Where to from here?
nbn
2011
nbn
2016
nbn
2017& BEYOND
nbn 2017
And beyond
• Established a Service Design and Discovery Te...
Thank you.
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UX Australia - Service Design 2016: Designing great services for suppliers - Renee Glass & Briony Williamson

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This is a Case Study of one of the largest Service Design projects recently undertaken at nbn with its external supply workforce.

This presentation will give a unique insight into what it takes to deliver Australia’s largest infrastructure project, and the challenges behind designing a seamless experience when, being a Wholesale company, it is neither in direct control of selling to the public nor delivering the services itself. nbn has an aggressive rollout timeframe and over the next 4 years suppliers will need to scale operations significantly to meet its strategic target – eight million happy homes by 2020.

There is a cultural shift occurring within nbn – a shift that values collaboration with customers and suppliers. Service design is increasingly adopted across the business to identify strategic and tactical programs of work that improve workforce efficiencies.

The project in which this case study is based not only identified 80 change initiatives but also served as a trial for a new way of working with suppliers.

This presentation will discuss the:

· Factors that led to the cultural shift and establishment of a large scale service design project
· Challenges we experienced and our learnings along the way.
· Techniques we used to enable findings to stick and how we were able to transfer ownership of insights to business owners.

Published in: Design
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UX Australia - Service Design 2016: Designing great services for suppliers - Renee Glass & Briony Williamson

  1. 1. Designing Great Services for Suppliers Briony Williamson & Renee Glass 23 November 2016
  2. 2. Our suppliers
  3. 3. The ecosystem Suppliers Sub- Contractors Wholesale Customers (ISPs) Customers (ISPs) End Users
  4. 4. nbn 2011
  5. 5. nbn 2011 Startup Environment • Start-up mode • Focused on standing up teams, systems, processes GrowthTransition Maturity
  6. 6. nbn 2011 User Experience • Tactical focus • Embedded within IT delivery teams • Provide core-business functionality for Customers Visual UI Graphics Templates Interaction Interfaces Information Tactical Strategic Experience Systems
  7. 7. nbn 2016
  8. 8. nbn 2016 Startup Environment • nbn delivered through a mix of technologies • Processes and systems stood up • Preparing for Scale through operational efficiency GrowthTransition Maturity
  9. 9. nbn 2016 User Experience • Business has a better understanding of the skills of the UX practice • Dedicated team for Research & Discovery projects • Increasing demand for end-to-end mapping and understanding of touch points with Suppliers Visual UI Graphics Templates Interaction Interfaces Information Tactical Strategic Experience Services Process Systems
  10. 10. nbn 2016 Moment of truth • Recognition that Suppliers are an integral part of the ecosystem to meeting nbn’s goals for Operational efficiency and improved Customer Experience Customer Supplier End-user Connecting 8 million happy homes
  11. 11. What we did How can we support our suppliers to work efficiently & scale operations? PROJECT LENGTH 16 weeks SCOPE Workforce Planning Workforce Management Field Operations Finance IT Supplies IMPACT Ops. Prod. Project IT TEAM SIZE Designers Support
  12. 12. What we did (continued) 80 participants 18 Workshops 36 Contextual Enquiries DISCOVER 6 WEEKS 10 Project Showcases Prioritisation of Recommendations Ownership Assignment DELIVER 4 WEEKS 4 Focus Areas Design Thinking Workshops 50 nbn SMEs Root cause analysis 64 Recommendations DESIGN & VALIDATE 6 WEEKS
  13. 13. HOW WE WORKED
  14. 14. Making findings stick Sneaky Strategist • Strategic alignment to well connected and respected nbn team. Change Manager • Involved teams across all stages of the design process. Sheep Dog • Worked with project manager to herd recommendations into initiatives and BAU processes. POST FOLLOW UP DURING PROJECT PRE RAMP UP
  15. 15. DEFINING SUCCESS USING 4 LENSES
  16. 16. Inflight Delivered/BAU Process How we defined success Adoption of Recommendations Appetite for more Service Design Supplier centric mindset Assigned Supplier Journey93% 66% 27% Personas • 2015: 1 XL project • 2016: 3 XL projects • Culture changes don’t occur overnight • Senior Stakeholders challenging others’ ideas Use of Design Artefacts
  17. 17. WHAT WE LEARNT
  18. 18. Tips and Tricks Project Planning • Educate stakeholders on the importance of co-design and validation. • Ensure stakeholders are committed to the entire design process before project kick-off. • Build in time to identify and validate organisational root causes. Ramping Up • Allow time for service designers to understand the organisation and problem space. • Ensure all resources are completely on-boarded before project begins.
  19. 19. Tips and Tricks Data Collection Process, Tools & Framework • Ensure team agrees upfront about how they plan on: • Collecting data • Recording and managing data • Sharing insights • Documenting findings. Program Management • Build time into your project plan to manage recommendations. • Assign ownership • Handover recommendations to a dedicated program manager to ensure tracking continues. Getting Project Up & Running • Start small • Share the process • Prove the value • Build relationships • Wait for the right timing • Pounce
  20. 20. Where to from here? nbn 2011 nbn 2016 nbn 2017& BEYOND nbn 2017 And beyond • Established a Service Design and Discovery Team • Using human – centered design to work with the business to define new and better ways of working • Building strong partnerships with other areas of the Business to align service experiences Strategic Visual UI Graphics Templates Interaction Interfaces Information Tactical Experience Services Process Systems Organisation Culture Teams
  21. 21. Thank you.

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