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Alongside Technology - Service Design on a Shoestring

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Service design when you can't touch technology.

In organisations large and small, technology underpins the majority of customer service interactions. Whether it’s a digital cash register, or a Customer Relationship Management (CRM) solution, customer-facing staff use information systems to support their workflow. Larger organisations have a wider variety of old and new systems, and the more of a mess it becomes. Making meaningful service improvements can seem synonymous with joining up systems or creating better ones.

But, what do you do if you can’t afford that?

In this talk, Anthony will explore recent experiences designing services in large corporates, when tweaking technology was not an option. He will discuss some common challenges these organisations face in delivering better service experiences to customers, and how to make a big impact on a small budget.

Published in: Design
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Alongside Technology - Service Design on a Shoestring

  1. 1. Alongside Technology<br />Service Design on a Shoestring<br />
  2. 2. The rundown…<br />The forces of service experience<br />Systems<br />Environment & context<br />Interaction & dialogue<br />How to change on the cheap<br />Improvement without touching technology<br />What is the role of the the designer?<br />
  3. 3. The forces of service design<br />What drives out our good and bad service experiences?<br />
  4. 4. Commercial service improvement context<br />NPS<br />LOYALTY<br />EFFICIENCY<br />PERSONALISED<br />UP SELL<br />CONSISTENCY<br />CROSS SELL<br />PROFIT<br />
  5. 5. The forces of service experience<br />Channel<br />Technology<br />Environment & context<br />Interaction & dialogue<br />
  6. 6. Technology<br />
  7. 7. The forces of service experience<br />Channel<br />Technology<br />Environment & context<br />Interaction & dialogue<br />
  8. 8. Environment & context<br />
  9. 9. The forces of service experience<br />Channel<br />Technology<br />Environment & context<br />Interaction & dialogue<br />
  10. 10. Interaction & dialogue<br />
  11. 11. How to change on the cheap<br />Interaction & dialogue, environment & context<br />
  12. 12. Research<br />Stories powerfully communicate problems & opportunities<br />
  13. 13. The desire todictate change<br />“It is the State which educates its citizens in civic virtue, gives them a consciousness of their mission and welds them into unity.”<br />~ Benito Mussolini<br />
  14. 14. The forces of service experience<br />Channel<br />Technology<br />Environment & context<br />Interaction & dialogue<br />
  15. 15. Training<br />
  16. 16. Training: Knowledge<br />
  17. 17. Training: Procedures<br />
  18. 18. Training: Empathy skills<br />Personas give insight into behavioral, social, emotional & motivational attributes of customers or end users<br />
  19. 19. Trainin: Empathy<br />
  20. 20. Training: Role play and critique<br />
  21. 21. Training is forever<br />
  22. 22. Kaizen & Co-Design<br />
  23. 23. How?<br />Solutions<br />Problems &<br />Consequences<br />Experience Research<br />Co-design workshops<br />WHAT<br />HOW<br />Problem<br />Principle<br />Solution<br /><ul><li>One-stop resolution
  24. 24. Customers resent being transferred to another person and repeating themselves
  25. 25. Subject matter expert coaches available at all times
  26. 26. Protocol on detailed handovers
  27. 27. Continuous conversations</li></li></ul><li>The forces of service experience<br />Channel<br />Technology<br />Environment & context<br />Interaction & dialogue<br />
  28. 28. Changing motivations<br />
  29. 29. Changing perceptions<br />
  30. 30. Changing culture<br />
  31. 31. What is the role of the designer?<br />Do we belong here?<br />
  32. 32. The drover-designer hybrid<br />
  33. 33. Thank you<br />Twitter me @colfelt<br />Twitter Different @DifferentUX<br />

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