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Breaking the Blueprint - Chris Ferguson & Chad Story, Bridgeable

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DAY ONE – OCT 2nd 2015 at Global Service Design Conference NYC
WORKSHOP / /

more info at: http://service-design-conference.com/speaker-lineup/6372/

Published in: Design

Breaking the Blueprint - Chris Ferguson & Chad Story, Bridgeable

  1. 1. DRAF Breaking The Blueprint Hybrid tools for future services Chris Ferguson | Bridgeable | @chrisferg Chad Story | Bridgeable | @chadstory October 2nd, New York City
  2. 2. Page 2 PRESENTATION TITLE ⎯ WELCOME!⎯ FIND A PARTNER & TALK ABOUT YOUR FAVOURITE SERVICE DESIGN TOOL   WARM UP 5 minutes
  3. 3. DRAF ⎯ IDEA 1 ⎯ TOOLS AREN’T THE ANSWER
  4. 4. Page 4 PRESENTATION TITLE INCREASINGLY, SERVICE DESIGNERS ARE BEING CONTACTED TO PRODUCE TOOLS, SUCH AS JOURNEY MAPS
  5. 5. Tool Problem
  6. 6. Page 6 PRESENTATION TITLE Tools aren’t the answer. ⎯ IDEA 2 ⎯ START WITH THE PROBLEM
  7. 7. Page 7 PRESENTATION TITLE SERVICE DESIGNERS ARE BEING ASKED TO COMPLETE INCREASINGLY COMPLEX TASKS.
  8. 8. ToolProblem
  9. 9. Page 9 PRESENTATION TITLE ⎯ WHO ARE WE? ⎯ WE BRIDGE THE GAP BETWEEN WHAT ORGANIZATIONS KNOW AND WHAT THEY DO. TORONTO
  10. 10. Page 10 PRESENTATION TITLE     KNOW Data, analytics, insights, strategy…     DO Services, Interactions, Customer Experience…
  11. 11. Page 11 PRESENTATION TITLE     TRANSLATION Connecting human understanding with real innovation opportunities for customers
  12. 12. Page 12 PRESENTATION TITLE ⎯ CASE STUDIES ⎯ DISCRETE vs. SYSTEMIC
  13. 13. Page 13 PRESENTATION TITLEDISCRETE vs. SYSTEMIC Hybridization Systemic LevelService Level Organization Level
  14. 14. Page 14 PRESENTATION TITLE ⎯ FOODSHARE ⎯ DISCRETE PROBLEM, CLEAR TOOLS.
  15. 15. Page 15 PRESENTATION TITLE     FoodShare’s Catering Service DISCRETE PROBLEM, CLEAR TOOLS.
  16. 16. Page 16 PRESENTATION TITLE FIELD TO TABLE MADE PHENOMENAL FOOD, BUT FIELD TO TABLE MADE PHENOMENAL FOOD, BUT THE SERVICE WAS TERRIBLE. DISCRETE PROBLEM, CLEAR TOOLS.
  17. 17. Page 17 PRESENTATION TITLE    EXPERIENCE MAP Synthesizing the experience DISCRETE PROBLEM, CLEAR TOOLS.
  18. 18. Page 18 PRESENTATION TITLE Key Contact Name: Contact Phone Number: Date: Delivery Address: Delivery Time: Departure Time: Number of Guests: IN EVERY ORDER: ______ = # of items SET-UP: EVENT DETAILS: _____ Napkins _____ Forks _____ Knives _____ Spoons _____ Plates (Biodegradable) _____ Plates (Reusable) _____ Story cards _____ Thank you cards _____Cups (Cold) _____ Mugs DELIVERY SET-UP FOOD/ BEVERAGES CONDIMENTS/ ADD-ONS ALLERGEN LABELS UTENSILS & QUANTITY MENU LABELS SPECIAL DIETS plates napkins cutlery labellabel label label label label label cups story cards appetizer appetizer main main dessert dessert drink station condiment condiment condiment condiment ser vin g ute nsi l ser vin g ute nsi l ser vin g ute nsi l ser vin g ute nsi l ser vin g ute nsi l ser vin g ute nsi l Delivery Process Map DISCRETE PROBLEM, CLEAR TOOLS.
  19. 19. Page 19 PRESENTATION TITLE    BLUEPRINT Synthesizing the experience DISCRETE PROBLEM, CLEAR TOOLS.
  20. 20. Page 20 PRESENTATION TITLEDISCRETE PROBLEM, CLEAR TOOLS. Clearly defined team leads Problem matches existing tools
 Understanding of the key project stakeholders Service level transformation Foodshare Discrete
  21. 21. Page 21 PRESENTATION TITLE ORGANIZATIONAL TRANSFORMATION TO BE CUSTOMER CENTRIC COMPLEX PROBLEMS, HYBRID TOOLS.
  22. 22. Page 22 PRESENTATION TITLE     The Healthcare Industry COMPLEX PROBLEMS, HYBRID TOOLS PHARMA COMPANY
  23. 23. Page 23 PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS CHANGES IN THE REGULATORY ENVIRONMENT AND WITH USER BEHAVIOUR ARE PROMPTING REINVENTION, BUT ORGANIZATIONS ARE STRUGGLING TO ADAPT THEIR OPERATING MODEL CHANGES IN THE REGULATORY ENVIRONMENT AND WITH USER BEHAVIOUR ARE PROMPTING REINVENTION, BUT
  24. 24. Page 24 PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS Product Focused Patient Focused
  25. 25. Page 25 PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS Hybridization Systemic LevelService Level Organization Level
  26. 26. Page 26 PRESENTATION TITLE        ORGANIZATION-LEVEL TOOLS Cross-Functional Process Map COMPLEX PROBLEMS, HYBRID TOOLS
  27. 27. Page 27 PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS Hybridization Systemic LevelService Level Organization Level
  28. 28. Page 28 PRESENTATION TITLE    EXTERNAL ENGAGEMENT TOOLS External Network Alignment COMPLEX PROBLEMS, HYBRID TOOLS
  29. 29. Page 29 PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS COMPLEX PROBLEMS, HYBRID TOOLS Unclear team leads and responsibilities Problem requires hybridized tools A mix of ambiguous external and internal stakeholders   Enterprise wide transformation with Systemic implications Pharma co. Enterprise Clearly defined team leads Problem matches existing tools
 Understanding of the key project stakeholders Service level transformation Foodshare Discrete
  30. 30. Page 30 PRESENTATION TITLE Tools aren’t the answer. ⎯ ACTIVITY ⎯ BREAKING THE BLUEPRINT
  31. 31. Page 31 PRESENTATION TITLEDISCRETE vs. SYSTEMIC Hybridization Systemic LevelService Level Organization Level
  32. 32. Page 32 PRESENTATION TITLETHE MATERIAL Challenge Card & Workbook FIND ANOTHER PAIR TO WORK WITH & MAKE SURE YOU EACH HAVE ALL THESE PIECES   ⎯ TEAM UP! ⎯
  33. 33. Page 33 PRESENTATION TITLETHE CHALLENGE CONGRATS! YOU’VE JOINED A NEW DESIGN TEAM WITH A SUCCESSFUL PROJECT, BUT THERE ARE A LOT OF CONCERNS… Challenge Card
  34. 34. Page 34 PRESENTATION TITLETHE PROOF OF CONCEPT BABYBUNDLE IS A SUITE OF APPS THAT CAN HELP YOU TAKE BETTER CARE OF YOU AND YOUR CHILD’S HEALTH AND WELLBEING BY ALLOWING YOU TO ACCESS ALL YOUR PERSONAL AND CLINICAL INFORMATION IN ONE PLACE.
  35. 35. Page 35 PRESENTATION TITLEYOUR TASK •  Mom’s Healthcare Journey •  Proof of concept •  Stakeholders list & questions •  Visualization examples •  Example of classic Service design tools •  Hybrid service design tool template to facilitate dialogue and aggregate information from stakeholders. •  Instructions on how to use it during the workshop INPUTS OUTPUTS Activity p.6-7
  36. 36. Page 36 PRESENTATION TITLETHE PROOF OF CONCEPT BABYBUNDLE IS A SUITE OF APPS THAT CAN HELP YOU TAKE BETTER CARE OF YOU AND YOUR CHILD’S HEALTH AND WELLBEING BY ALLOWING YOU TO ACCESS ALL YOUR PERSONAL AND CLINICAL INFORMATION IN ONE PLACE.
  37. 37. Page 37 PRESENTATION TITLE THERE ARE MORE OPPORTUNITIES THAN EVER TO APPLY SERVICE TOOLS TO SYSTEMIC CHALLENGES ⎯ TAKE AWAY 1 ⎯
  38. 38. Page 38 PRESENTATION TITLE AS PRACTITIONERS THERE ARE OPPORTUNITIES TO THOUGHTFULLY REIMAGINE OUR TOOLS AND PROCESSES ⎯ TAKE AWAY 2 ⎯
  39. 39. Page 39 PRESENTATION TITLE WHEN DONE WELL, SERVICE DESIGN CREATES SHARED VALUE. ⎯ TAKE AWAY 3 ⎯
  40. 40. Page 40 PRESENTATION TITLE Chris Ferguson @chrisferg Chad Story @chadstory Want to know more about us? www.bridgeable.com

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