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How to think about service
like a product designer
What does “great service” mean to you?
Fast?
Responsive?
Knowledgeable?
Empathetic?
Friendly & Caring?
Human?
Anticipates ...
Design Thinking is about...
● Identifying the real, root problem
● Converging on the best solution (out of many possible o...
Discover Define Develop Deliver
Problem
Finding the right
SOLUTION
Solution
Finding the right
PROBLEM
Diverge Converge Div...
Discover Define Develop Deliver
Problem
ALTERNATIVES
TIME
Finding the right
SOLUTION
Solution
Finding the right
PROBLEM
Di...
Conceptual models
“An explanation, usually highly simplified, of how something works.
It doesn’t have to be complete or ev...
Conceptual models
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the r...
1:11:1
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Findin...
1:11:1
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolution
Finding the right
PROBLEM
Diverge Converge
Listen &...
1:1
Listen &
gather info
Inquiry
ALTERNATIVES
TIME
Diverge
“What Great Listeners Actually Do”
1. Periodically ask question...
Fast
Responsive
Knowledgeable
Empathetic
Friendly & Caring
Human
Anticipates my needs
Exceeds Expectations
Clear & Direct
...
External
Hone in on
root cause
External
Find best
resolution
ALTERNATIVES
TIME
Converge Diverge
Fast
Responsive
Knowledgeable
Empathetic
Friendly & Caring
Human
Anticipates my needs
Exceeds Expectations
Clear & Direct
...
THE TRUTH IS OUT THERE
(service rep)
Knowledge in the world
Knowledge in the head
vs
Knowledge in help docs
Knowledge in t...
THE TRUTH IS OUT THERE
Knowledge in the world
Knowledge in the head
vs
Knowledge in help docs
Knowledge in team
Knowledge ...
ALTERNATIVES
TIME
1:1
Deliver
resolution
Resolution
Converge
Fast?
Accurate?
Efficient?
Important skills
● Emotional intel...
Fast
Responsive
Knowledgeable
Empathetic
Friendly & Caring
Human
Anticipates my needs
Exceeds Expectations
Clear & Direct
...
1:11:1 External External
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERN...
How to think about service like a product designer
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How to think about service like a product designer

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A better way to deliver GREAT customer service, inspired by principles and best practices of product design and design thinking.

Published in: Design
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How to think about service like a product designer

  1. 1. How to think about service like a product designer
  2. 2. What does “great service” mean to you? Fast? Responsive? Knowledgeable? Empathetic? Friendly & Caring? Human? Anticipates my needs? Exceeds Expectations? Clear & Direct? Really listening? Positive attitude? Genuine & Authentic? Professional? Accurate? Easy Self-Service? Passion & Personality?
  3. 3. Design Thinking is about... ● Identifying the real, root problem ● Converging on the best solution (out of many possible ones) ● Deliver the solution on schedule and within budget (time) (cost)
  4. 4. Discover Define Develop Deliver Problem Finding the right SOLUTION Solution Finding the right PROBLEM Diverge Converge Diverge Converge The Double-Diamond Model of Design
  5. 5. Discover Define Develop Deliver Problem ALTERNATIVES TIME Finding the right SOLUTION Solution Finding the right PROBLEM Diverge Converge Diverge Converge On schedule? On budget? The Double-Diamond Model of Design
  6. 6. Conceptual models “An explanation, usually highly simplified, of how something works. It doesn’t have to be complete or even accurate as long as it is useful.”
  7. 7. Conceptual models
  8. 8. Listen & gather info Hone in on root cause Find best resolution Deliver resolution Inquiry ALTERNATIVES TIME Finding the right SOLUTION Resolved Finding the right PROBLEM Diverge Converge Diverge Converge Fast? Accurate? Efficient?
  9. 9. 1:11:1 Listen & gather info Hone in on root cause Find best resolution Deliver resolution Inquiry ALTERNATIVES TIME Finding the right SOLUTION Resolved Finding the right PROBLEM Fast? Accurate? Efficient? Diverge Converge Diverge Converge External External
  10. 10. 1:11:1 Inquiry ALTERNATIVES TIME Finding the right SOLUTION Resolution Finding the right PROBLEM Diverge Converge Listen & gather info Deliver resolution Fast! Accurate! Efficient!
  11. 11. 1:1 Listen & gather info Inquiry ALTERNATIVES TIME Diverge “What Great Listeners Actually Do” 1. Periodically ask questions that promote discovery and insight 2. Make the other person feel supported and convey confidence in them 3. Mutual cooperation - trying to help, not trying to win an argument 4. Make constructive suggestions Source: Harvard Business Review (July 14, 2016)
  12. 12. Fast Responsive Knowledgeable Empathetic Friendly & Caring Human Anticipates my needs Exceeds Expectations Clear & Direct Really listening Positive attitude Genuine & Authentic Professional Accurate Easy Self-Service Passion & Personality
  13. 13. External Hone in on root cause External Find best resolution ALTERNATIVES TIME Converge Diverge
  14. 14. Fast Responsive Knowledgeable Empathetic Friendly & Caring Human Anticipates my needs Exceeds Expectations Clear & Direct Really listening Positive attitude Genuine & Authentic Professional Accurate Easy Self-Service Passion & Personality
  15. 15. THE TRUTH IS OUT THERE (service rep) Knowledge in the world Knowledge in the head vs Knowledge in help docs Knowledge in team Knowledge in product fast slow
  16. 16. THE TRUTH IS OUT THERE Knowledge in the world Knowledge in the head vs Knowledge in help docs Knowledge in team Knowledge in product fast slow (service rep)
  17. 17. ALTERNATIVES TIME 1:1 Deliver resolution Resolution Converge Fast? Accurate? Efficient? Important skills ● Emotional intelligence ● Writing skills ● Storytelling ● Human psychology ● Friendliness ● Enthusiasm ● etc.
  18. 18. Fast Responsive Knowledgeable Empathetic Friendly & Caring Human Anticipates my needs Exceeds Expectations Clear & Direct Really listening Positive attitude Genuine & Authentic Professional Accurate Easy Self-Service Passion & Personality
  19. 19. 1:11:1 External External Listen & gather info Hone in on root cause Find best resolution Deliver resolution Inquiry ALTERNATIVES TIME Finding the right SOLUTION Resolution Finding the right PROBLEM Your org’s secret sauce 1. ??? 2. ??? 3. ??? 4. ??? 5. ??? 6. ??? Fast? Accurate? Efficient?

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