Service Design               for intranets               Maish Nichani               PebbleRoad               Intranets201...
About me                      Founder and Principal of                               www.pebbleroad.com                   ...
Nature of business       “Intranets are changing       immensely at a pace       we’ve not seen before”       William Amur...
Changing times                      Society                      Market                      OrganisationTuesday, May 22, ...
Society       Stewart Brand       The clock of the long now                            http://longnow.org/about/Tuesday, M...
Market                                                                                       Expectation                  ...
Organisation                                                                     htt                                      ...
Workplace                                      Can staff have realtime                                      access to data...
Workplace                        DIGITAL WORKPLACE                                              Complicated               ...
Digital workplace                                   Document libraries                Data services                       ...
Tuesday, May 22, 12                             Mobile services                        Business intelligence              ...
“People dont want to          buy a quarter-inch drill,          they want a quarter-inch          hole.”          Theodor...
Digital workplace                             All together     DIGITAL WORKPLACE   =   As one                             ...
Digital workplace                      http://www.steptwo.com.au/papers/kmc_keysdw/index.htmlTuesday, May 22, 12          ...
How does one come up with                        such ideas consistently?Tuesday, May 22, 12                              ...
Response                                                       Service Design                           User experience de...
The proposition                        Think Service Design when                      designing the Digital WorkplaceTuesd...
What is                      Service Design (SD)?Tuesday, May 22, 12                          18
“A brand is a living entity—and it is enriched or     undermined cumulatively over time, the product of a                 ...
Evolving, adapting      Quality of the experience       “A brand is a living entity—and it is enriched or     undermined c...
“Service design is the application of               established process and skills to the               development of ser...
Elements of SDTuesday, May 22, 12                    22
Elements of SD              1       Focus on customer              2       Focus on service thinking              3       ...
1       Focus on customer                              Learn                        Do            Observe                 ...
1       Focus on customerTuesday, May 22, 12                       25
1         Focus on customer                      Personas                             http://webstyleguide.com/wsg3/2-univ...
2                      Focus on service                      thinking                       “A service is using your      ...
2                                                                      Focus on service                                   ...
 can
 help
                                                                                                                          ...
 someone
                                                                                                                          ...
 me?                I
 want
 a
 
              place
 to
 rest
              and
 catch
 up
              with
 friendsTuesday, May 22, 12                                                                                               ...
2                      Focus on service                      thinking                        Expectation                  ...
2                      Focus on service                      thinking                       IT systems    Physical        ...
2                      Focus on service                      thinking                                       I
 can
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Service Design for Intranets

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Better services lead to better lives. We see it all around us. An online money transfer service, for example, saves us a drive to the bank (and the wait time there).

The dependence on information and the availability of new channels such as mobile phones and tablets has opened up the space for offering better, more personalized services. This holds true for the intranet as well.

How can we discover new services for staff? How can we design them better? How can we make use of the different channels? In this talk, I'll show how principles and methods from the emerging discipline of Service Design can be applied to discover new services or fix existing ones, all with the aim of helping staff get their job done in a faster, smarter way.

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Service Design for Intranets

  1. Service Design for intranets Maish Nichani PebbleRoad Intranets2012 17 May 2012Tuesday, May 22, 12 1
  2. About me Founder and Principal of www.pebbleroad.com @maish Manager’s Manager’s Organizing Guidebook Organizing Digital Guidebook to Intranet Digital Information to Intranet Redesign Information for Others Redesign Projects for Others ProjectsTuesday, May 22, 12 2
  3. Nature of business “Intranets are changing immensely at a pace we’ve not seen before” William Amurgis TechnologyTuesday, May 22, 12 3
  4. Changing times Society Market OrganisationTuesday, May 22, 12 4
  5. Society Stewart Brand The clock of the long now http://longnow.org/about/Tuesday, May 22, 12 5
  6. Market Expectation of a benefit Quality of experience www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdfTuesday, May 22, 12 6
  7. Organisation htt tec Zu FB Hacker way Old way http://www.stuff.co.nz/technology/6355954/Zuckerberg-describes- FBs-hacker-wayTuesday, May 22, 12 7
  8. Workplace Can staff have realtime access to datasets in multiple formats and on the web and mobile channels? Can my department get a place to store and retrieve documents? 2004 2012Tuesday, May 22, 12 8
  9. Workplace DIGITAL WORKPLACE Complicated Ill-defined High expectations Viewed as business driver INTRANET Simple Well-defined Low expectations Viewed as a convenience 2004 2012Tuesday, May 22, 12 9
  10. Digital workplace Document libraries Data services Collaboration Mobile services DIGITAL WORKPLACE Virtual meetings Business intelligence Communications Customer Relationship ManagementTuesday, May 22, 12 10
  11. Tuesday, May 22, 12 Mobile services Business intelligence Job to be done Communications Data services Customer Relationship Management Digital workplace DIGITAL WORKPLACE Virtual meetings Collaboration Document collections11
  12. “People dont want to buy a quarter-inch drill, they want a quarter-inch hole.” Theodore LevittTuesday, May 22, 12 12
  13. Digital workplace All together DIGITAL WORKPLACE = As one Focused on the jobTuesday, May 22, 12 13
  14. Digital workplace http://www.steptwo.com.au/papers/kmc_keysdw/index.htmlTuesday, May 22, 12 14
  15. How does one come up with such ideas consistently?Tuesday, May 22, 12 15
  16. Response Service Design User experience design User-centric design Usability 2004 2012Tuesday, May 22, 12 16
  17. The proposition Think Service Design when designing the Digital WorkplaceTuesday, May 22, 12 17
  18. What is Service Design (SD)?Tuesday, May 22, 12 18
  19. “A brand is a living entity—and it is enriched or undermined cumulatively over time, the product of a thousand small gestures.” Michael Eisner, former CEO of DisneyTuesday, May 22, 12 19
  20. Evolving, adapting Quality of the experience “A brand is a living entity—and it is enriched or undermined cumulatively over time, the product of a thousand small gestures.” Services over time, across channelsTuesday, May 22, 12 20
  21. “Service design is the application of established process and skills to the development of services. It is a creative and practical way to improve existing services and innovate new ones.” Live | Work, 2010Tuesday, May 22, 12 21
  22. Elements of SDTuesday, May 22, 12 22
  23. Elements of SD 1 Focus on customer 2 Focus on service thinking 3 Cross channelTuesday, May 22, 12 23
  24. 1 Focus on customer Learn Do Observe AskTuesday, May 22, 12 24
  25. 1 Focus on customerTuesday, May 22, 12 25
  26. 1 Focus on customer Personas http://webstyleguide.com/wsg3/2-universal-usability/5-in-design-process.htmlTuesday, May 22, 12 26
  27. 2 Focus on service thinking “A service is using your competencies and skills to benefit another person.” Robert Lusch http://www.youtube.com/watch?v=Rzy-foIvo6kTuesday, May 22, 12 27
  28. 2 Focus on service thinking I
  29.  can
  30.  help
  31.   you! Can
  32.  someone
  33.   help
  34.  me? I
  35.  want
  36.  a
  37.  
  38.   place
  39.  to
  40.  rest
  41.   and
  42.  catch
  43.  up
  44.   with
  45.  friendsTuesday, May 22, 12 28
  46. 2 Focus on service thinking Expectation of a benefit Quality of experienceTuesday, May 22, 12 29
  47. 2 Focus on service thinking IT systems Physical environment Staff CustomersTuesday, May 22, 12 30
  48. 2 Focus on service thinking I
  49.  can
  50.  help
  51.   you! I
  52.  can
  53.  help
  54.  you
  55.   too! Expectation of a benefitTuesday, May 22, 12 31
  56. 3 Cross channel Multi channel People Space Print Web Mobile ... Cross channelTuesday, May 22, 12 32
  57. 3 Cross channel Web Mobile Print Space Kiosk Source: The rise of cross channel UX designTuesday, May 22, 12 33
  58. 3 Cross channel http://tylertate.com/blog/2012/02/21/cross-channel-ia-blueprint.htmlTuesday, May 22, 12 34
  59. Examples of SD http://www.ideo work/business-p redesign http:// www.amazon.co http://www.min http://www.stb 2008/10/20/ser design-example/ http:// www.nytimes.co 2010/12/28/bu media/28disney.hTuesday, May 22, 12 35
  60. SD processTuesday, May 22, 12 36
  61. SD process Holistic End-to-end Cross channel Discover Ideate Develop Implement Co-creation StagingTuesday, May 22, 12 37
  62. SD toolkit Discover Ideate Develop Implement Stakeholder maps Idea generation Storyboards Measurement Customer journey Storyboards Prototypes Training maps Prototypes Service blueprints Support Business model Service blueprints ... ... canvas A day in the life ... ...Tuesday, May 22, 12 38
  63. Customer journey maps http://www.joycehostyn.com/blog/2010/03/22/visualizing-the-customer-experience-using-customer-experience-journey-maps/Tuesday, May 22, 12 39
  64. How to use SD for the intranet?Tuesday, May 22, 12 40
  65. Induction journey map First day at work Admin work Work mates Computer First projectTuesday, May 22, 12 41
  66. Induction journey map First interaction Interview Confirmation First day at work Job ad Greeting The offer Admin work Application Interview Negotiations Work mates Acknowledgement Computer First projectTuesday, May 22, 12 42
  67. Tuesday, May 22, 12 do better Experiences How can we Expectations First interaction Job ad Application Acknowledgement Interview Greeting Interview Confirmation The offer Negotiations Induction journey map First day at work Admin work Work mates Computer First project43
  68. Stakeholder maps Web team Frontline staff HR team EXTERNAL INTERNAL Intranet team Staff IT teamIcons from: http://thisisservicedesignthinking.com/Tuesday, May 22, 12 44
  69. Service blueprint Job ad Application form Induction pack Website copy Thank you card Email letter Digital workplace Social media posts First interaction Interview Confirmation First day at work User actions Apply for job Arrive at office Accept offer Arrive at office Take interview Frontstage Post job ad Greet on arrival Email offer letter Greet on arrival Update website Interview Start induction process Blog, Tweet job Send Thank You opening card Backstage Create job ad Prepare for Prepare offer letter Greet on arrival Create web copy interview Take through induction Create social media process copy Teams Business dept. HR Business dept. staff Business dept. staff HR Front desk HR HR Corp comms Internal comms Front desk Web team Intranet teamTuesday, May 22, 12 45
  70. Service blueprintTuesday, May 22, 12 46
  71. More... Tip Investigation Legal Verdict Policy Before trip During trip After trip Before writing When writing After publicationTuesday, May 22, 12 47
  72. 3 ways to apply SD 1 As a layer of meaning to an ongoing project 2 As a way to re-imagine a big pain point. E.g. procurement As a support service for long-term 3 organisational designTuesday, May 22, 12 48
  73. Resources Text http://www.service-design-network.org http://www.servicedesigntools.org/ http://thisisservicedesignthinking.com/Tuesday, May 22, 12 49

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