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Service-Design-Stories-for-Innovation
1.
CW IN CAPGEMINI WEEK OF INNOVATION NETWORKS 2. Service
Design Stories for Innovation
2.
2 Service Design for
innovationService Design for innovation © 2018 Capgemini. All rights reserved.
3.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 3 Archer, L. Bruce. «Systematic Method for Designers». Council of Industrial Design, H.M.S.O., 1965. Shostack, G. Lynn. «Designing Services That Deliver». Harvard Business Review, 1984. Retrieved 2018-02-27. So old so new… Design Thinking (60’s) Service Design (80’s) The cultural shift is still going on. HBR, September-October 2018 You can't plan the digital future, you need to build it
4.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 4 T E C H N O L O G Y F E A S I B I L I T Y B U S I N E S S V I A B I L I T Y P E O P L E D E S I R A B I L I T Y Operational innovation Functional innovation Emotional innovation SERVICE DESIGN GOAL Service Design and Applied Innovation
5.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 5 Are Service Designers necessary? 4 impactful facts Sectors are blurring experiences and new expectations Phigital is going human conversational UX and artificial intelligence Capabilities need scale design systems and DesignOps Decisions need support cognitive and behavioral sciences 3 42 1
6.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 6 3 42 1 A good experience with a bank sets a new standard for an energy company. And vice versa. As a business, your biggest competitor could be a Unicorn and not necessarily in your own sector. Disruption through great customer experience threatens all incumbents. Sectors are blurring
7.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 7 Capabilities need scale 3 42 1 If you can’t beat them, join them. Large Organisations are increasingly investing in developing internal Customer Experience (CX) and Design capabilities and need to • spread the CX an design mindset across silos • practice with Design methods and tools • build new areas of “non core” expertise • scale up capabilities for the most complex project • remain open for innovation
8.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 8 Decisions need support 3 42 1
9.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 9
10.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 10 Decisions need support designing services is a responsibility Designing Services is not just connecting brands and organizations to people’s lives but can help people transform their lives and their habits. 3 42 1
11.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 11 Phigital is going human Video
12.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 12 3 42 1 Phigital is going human 40% consumers will use a voice assistant instead of a mobile app or a website, three years from now. (Capgemini Digital Transformation Institute, Conversational Commerce Survey 2018 ) Conversational commerce Search and query Personal assistant Automation common tasks Consuming content IoT (Internet of things) Onboarding first time Entertainment 1 5 2 6 3 7 4 8
13.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 13 Phigital is going human | a challenge for designers Graphic and UI Conversational content and tone of voice Stream of navigation Stream of conversation + 50 pages 1 page or no interface Intuitive UI Avatar’s personality 3 42 1
14.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 14 Business Insights Customer Satisfaction Customer Insights Business Results
15.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. 15Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. Contacts Cristina Juliani Digital Service Design Agency Lead for Italy Phone: +39 345 6012734 cristina.juliani@capgemini.com
16.
Presentation Title |
Author | Date © 2018 Capgemini. All rights reserved. This message contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2018 Capgemini. All rights reserved. A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion. About Capgemini Learn more about us at www.capgemini.com
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