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Service Design Network UK Conference - Joel Bailey SDN 300616 slides v2

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Joel Bailey

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Service Design Network UK Conference - Joel Bailey SDN 300616 slides v2

  1. 1. How to get triple impact in your next Service Design project Joel Bailey Director, Livework Studio London
  2. 2. JOEL BAILEY, LIVEWORK STUDIO Customer Commercial Organisation
  3. 3. JOEL BAILEY, LIVEWORK STUDIO Project #1 – the expedient route Customer Commercial Organisation
  4. 4. JOEL BAILEY, LIVEWORK STUDIO Project #2 – the sustained route Customer Commercial Organisation
  5. 5. JOEL BAILEY, LIVEWORK STUDIO Why do well-meaning projects get stuck here? Customer Commercial Organisation And how can we increase our chance of success?
  6. 6. JOEL BAILEY, LIVEWORK STUDIO 1. Give corporate therapy “Can be like tissue rejection.” Joe Ferry
  7. 7. JOEL BAILEY, LIVEWORK STUDIO 1. Give corporate therapy Denial Disbelief; looking for evidence that it isn’t true Shock Surprise or shock at the event Frustration Recognition that things are different; sometimes angry Depression Low mood; lacking in energy Experiment Initial engagement with the new situation Decision Learning how to work in the new situation; feeling more positive Integration Changes integrated; a renewed individual
  8. 8. JOEL BAILEY, LIVEWORK STUDIO 1. Give corporate therapy
  9. 9. JOEL BAILEY, LIVEWORK STUDIO 1. Give corporate therapy • Get people together early on • Expose them to things they reject • Accept they will reject it • Help them see that their emotions are a symptom of their broken system • Don’t lose your bottle
  10. 10. JOEL BAILEY, LIVEWORK STUDIO 1. Give corporate therapy “What was great about this project was how it gave us more than we expected. We got a blueprint for the future service. But we also got a team who were engaged and ready to deliver on that blueprint.”
  11. 11. JOEL BAILEY, LIVEWORK STUDIO 2. Choose your line
  12. 12. JOEL BAILEY, LIVEWORK STUDIO 2. Choose your line “We will be the most customer oriented company in the Nordic insurance market.”
  13. 13. JOEL BAILEY, LIVEWORK STUDIO 2. Choose your line We will be the most customer oriented company in the Nordic insurance market Prepare New customer Customer Damage Claim Incident Change Collect and prepare necessary data and paperwork to prepare for new contract Period immediately after signing the contract where the contract is setup internally In a steady state managing and administering policies and paperwork Something happens that causes damage that is/can be covered by insurance Making a claim and the processing of the claim Occurrence that impacts conditions in the insurance Change the administration and management of the policy and/or change of provider Collect information Setup Manage policies Accident/occurrence Contact Issue Decision Gather information and data to understand situation and options Enter insurance contract into policy and risk management portfolio and administration Manage policy, and respond to change in internal/external operating environment Experience an accident/ occurrence that(might) fall under the insurance contract Reports the accident and checks process and timeline of claim processing Notice or experience an unexpected event or situation Decision is made that requires change of product, service and or administration Requirements Imbed Adjustments Investigate Submit Assess situation Process Determine requirements and conditions for the product and the service Imbed insurance, products and services into business routine and processes Affect changes such as decrease/increase risk cover, adjust premium plans etc. Investigate the situation, cause and damage of the accident Fill out paperwork and other process steps and submit claim to provider Investigate the incident, its cause and its effect Make changes in management of the policy and/or objects/people insured, or service provider Compare Information Admin changes Determine impact Handling Seek assistance Finalise Compare current products, services and administration with offers Request/receive information related to products & services, including up- & cross sell Change in policy, insurance plan, people and handling of insurance account Determine cost and impact on the business, equipment and staff of damage incurred Provider investigates the claim, might engage the customer, or request additional input Reach out to the provider over one or more channels to assist in resolving the incident Complete the change in systems, processes and administration Information Resolve Re(solve) situation Request/receive information related to insurance products & services Provider passes a decision on the claim, informs the customer and might pay-out damages The provider tries to resolve the incident by providing information/service/fix Notification Escalate Investigate Receive information about a change, issue or, something requiring (legal) notification The claim is not resolved to satisfaction and leads to escalation Provider investigates incident to prevent further and future incidents
  14. 14. JOEL BAILEY, LIVEWORK STUDIO 2. Choose your line Permission + scattergun + measures = 77th to 11th in customer satisfaction = sustained uplift in performance
  15. 15. JOEL BAILEY, LIVEWORK STUDIO 2. Choose your line • The Scattergun • The Mega Backlog • The Thin End of the Wedge • The Massive Agile Co-Location • The Small, Well-Paced Team
  16. 16. JOEL BAILEY, LIVEWORK STUDIO 3. Look out for legacy We will be the most customer oriented company in the Nordic insurance market
  17. 17. JOEL BAILEY, LIVEWORK STUDIO 3. Look out for legacy We will be the most customer oriented company in the Nordic insurance market
  18. 18. JOEL BAILEY, LIVEWORK STUDIO 3. Look out for legacy We will be the most customer oriented company in the Nordic insurance market
  19. 19. JOEL BAILEY, LIVEWORK STUDIO 3. Look out for legacy We will be the most customer oriented company in the Nordic insurance market
  20. 20. JOEL BAILEY, LIVEWORK STUDIO 3. Look out for legacy We will be the most customer oriented company in the Nordic insurance market
  21. 21. JOEL BAILEY, LIVEWORK STUDIO 3. Look out for legacy We will be the most customer oriented company in the Nordic insurance market • Find out where the power lies • Work out how decisions get made • Ideally engage with that • If not, help your client subvert it
  22. 22. JOEL BAILEY, LIVEWORK STUDIO How to get triple impact in your next Service Design project Customer Commercial Organisation 1. Give corporate therapy: make time to talk it out 2. Choose your line Select your delivery model 3. Look out for legacy: create shadow management
  23. 23. JOEL BAILEY, LIVEWORK STUDIO Customer Commercial Organisation None of this is new... Think like a designer, manoeuvre like a consultant
  24. 24. JOEL BAILEY, LIVEWORK STUDIO For more practical advice Customer Commercial Organisation
  25. 25. JOEL BAILEY, LIVEWORK STUDIO joel@liveworkstudio.com +44 7941 156449 Thank you!

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