We propose that the way we sell service design to client companies requires the sales person to agilely be able adapt according to the maturity of the buyer and change the way we talk about SD and its deliverables. The markets and the awareness of the discipline are growing; we have seen large companies acquiring service design agencies and companies building their own SD teams. CX as topic is on the rise and often now on companies' agendas, but the way to execute it in reality still depends on the maturity and structure of the company, which affects the way SD is sold and bought. We will talk about selling SD to companies with different levels of (stakeholder) maturity and share our 7 key insights to selling SD projects in the future with two types customers in mind for every project.

1. Timo Pätiälä & Mariann Parts - Hellon - SDN Conference 2017 @wearehellon Hellon
Selling Service Design
- An Adaptive Sales Approach

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Timo Pätiälä
Commercial Director
Mariann Parts
Client Service Director
London Helsinki

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Selling
Service
Design
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Service DesignCustomer Experience
B C D E F
100
50
10
Jan Feb Mar
+30% +100%
+30%
+75% +50% +25% +25%
LIVEWORK
FJORD
ENGINE
PALMU

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Service DesignCustomer Experience

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7 Steps to Selling Service Design

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1
Identify your external or
internal customer profile
?

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2 Get familiar with the company strategy
23%
14,5%
62%
A B C D
2017 2030

9. 3
Recognise your client,
your company’s client
and the client’s clients
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1
2
3

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4
Take relevant
case studies with you
+

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5 Identify the project scope
.

12. 6 Be empathic
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“The service design approach was totally new for us, and it took us quite a
while to re-frame the proposal over and over again. And still after signing the
deal, there was some uncertainty regarding the process and outcome.
- Pauliina Rintamäki, Director, Telia Finland
We also learned a lot along the process and as a result we have increased our
internal Service Design know-how as well as added an annual budget for it.”
However, the project was really enlightening and inspiring. The fresh approach
produced excellent results which were far better than we expected.

14. 7 Your are not alone, I promise
Customer
Experience?
SD?
Service Design?
?
CX!
?
?
.
!

15. Thank you!
www.hellon.com