4 step implementation of effective self service
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Learn the simple yet effective framework for efficient self-service implementation
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4 step implementation of effective self service
- 1. A 4 step approach to effective self- service implementation Hemalakshmi Balaraman Product Expert
- 2. Is self-service the need of the hour?
- 4. Mobile PaymentPayment Cards Banks Cash Machines Look at how we evolved
- 5. Agenda ● Understanding where self-service stands in IT ● Simplifying self-service ● The 4-step approach
- 8. Uber, Amazon Need Effort Need vs. Effort Matrix
- 11. Uber, Amazon Banks, Government processes Filling out surveys Purchasing WinRar license Need Effort Need vs. Effort Matrix
- 12. Uber, Amazon Banks, Government processes Filling out surveys Things that never get done Need Effort Need vs. Effort Matrix
- 15. Let’s play a game... How would you explain IT self-service to a 5 year old?
- 16. Let’s play a game... You’re going to buy ice-cream. As you’re walking to the shop, you’re shoes are suddenly glued to the floor and you’re stuck. A magic red button appears. You press that button and suddenly you’re able to walk again and you’re on your way to buy ice-cream. That magic red button is self-service. doing your job hit a roadblock do your job again @yenceesanjeev
- 18. Re De L I
- 20. Step 1 - Research The biggest self-service sin IT can commit is to implement self-service without understanding its users @yenceesanjeev
- 21. 1.1 Understand your users User Groups Surveys Ticket Trends Feedback Analysis Direct methods Indirect Methods
- 22. 1.2 Document your findings Answer questions like... What are their motivations? What is their preferred method of reaching out?
- 23. 1.2 Document your findings Answer questions like... What are their motivations? What is their preferred method of reaching out? Discover preferred channels Portals Messaging Email Phone call
- 24. 1.2 Document your findings Answer questions like... What are their motivations? What is their preferred method of reaching out? How digitally literate are they? Discover preferred channels Portals Messaging Email Phone call
- 25. 1.2 Document your findings Answer questions like... What are their motivations? What is their preferred method of reaching out? Discover preferred channels Portals Messaging Email Consider creating A Persona Phone call
- 27. Step 2 - Design Designing a Self Service solution isn’t just about designing the portal. It’s about designing the self- service experience @yenceesanjeev
- 28. 2.1 Speak the language of the end user
- 30. Search Bar - Front & Center!
- 32. 2.2 Build a knowledge base (Duh!) Visual Simple Language Feedback Channel Analytics Videos > GIFs > Screenshots > Text > Binary Numbers Talk to them in a language that they understand, not the one that you know really well Make it easy for them to tell you what’s working, what’s not working Set up infrastructure to understand performance
- 33. 2.3 Test with beta users
- 34. Step 3 - Launch If you haven’t told them about it, you can’t blame them for not using it @yenceesanjeev #itsmfnz19
- 35. 3.1 Cover all the bases Physical: - Posters still work - Set up experience centers - Work with marketing team (have your own) Digital: - Emails (Yes, it works) - Internal Messaging Channels - Videos - Place icons on desktop, intranet home page Word of mouth: - Top down - Spread a rumor
- 36. 3.2 Celebrate the launch
- 37. Step 4 - Improve If your Self Service experience doesn’t keep up with your end user, it will soon become redundant useless
- 39. Remember the word “ReDeLI”
- 42. Enter IT Guy
- 45. Thank you! We are built for greater things! Let’s move beyond IT, and solve real world problems. :) Credits: @yenceesanjeev | Sanjeev NC
Editor's Notes
- We used to believe that the only way for people to get money out of their bank account was to go visit the bank, fill out a form, stand in line, and submit the form to a cashier who would then verify it and hand over the cash to be used for transactions. Then, ATMs questioned the need for customers to visit the bank and provided cash machines that were easily accessible. ATMs said “You don’t have to visit a bank to withdraw money, you could just use one of these machines” Customers were given the ability to withdraw cash at their own convenience without having to visit the bank and fill out the form – saving them a lot of time. Customers now had easier access to their cash. “Payment cards said: Hey, you already have a card don’t you? Why do you need to carry around money. Payment cards were being accepted almost everywhere” After this, payment cards questioned the need for customers to use cash to make transactions. They made it even easier for customers to make transactions by simply carrying around a card that’s linked to their bank account. Mobile payments, they said “Everybody has a phone. Why do you need to carry a card” Now, services like Android Pay and Apple Pay are questioning the need for payment cards as well. We can pick up what we want, go over to the counter, tap our phones, and walk away just like that. Should I even mention Amazon Go? This really makes you want to use those services right? Want to take a guess what people might say
- This is a matrix I designed to understand human behavior. Two things drive behavior. Need and effort. Let’s draw a 2 x 2 matrix out of it and fill out the quadrants. If you look at the top left matrix, these are things that have high need and require low effort. You can be guaranteed that they’ll get done. Imagine booking an Uber or ordering something from Amazon. Because these are comparatively low effort items, these become the default. I don’t remember using public transport in a while (Except when I’m in London where I only use the Underground). Then you have the low effort, low need items. Think of all the surveys that you had to fill out. Even if it is a small 3 question survey, it is quite a struggle to fill out cuz you are not motivated to do that behavior. And then, we have the high effort high need items where we do the boring but important stuff. I don’t know how it is in the UK but my banks Web & Mobile experience is one of the worst but I still do it cuz there is no alternative and the need is super high so I’m able to cope with the effort. Now if you look at Low need High effort items, these are things that never get done. Let’s face it, we’re never going to purchase winrar. We’ll use it but never ever purchase it. There is no need and it is also high effort. And there’s this line. Now what I think is that, for things to get done they’ve got to be above this line. That is, if it requires high effort...the need should be equally high. Things below the line, never get done. Any guesses where Self Service portal is?
- Struggling to get people to use the software Not just users but sometimes agents too. If you ask me, experience plays a key role in deciding how much the software is being used. Remember, your end users are powerful. They can still get what they want without logging into their service desk software.
- This is a matrix I designed to understand human behavior. Two things drive behavior. Need and effort. Let’s draw a 2 x 2 matrix out of it and fill out the quadrants. If you look at the top left matrix, these are things that have high need and require low effort. You can be guaranteed that they’ll get done. Imagine booking an Uber or ordering something from Amazon. Because these are comparatively low effort items, these become the default. I don’t remember using public transport in a while (Except when I’m in London where I only use the Underground). Then you have the low effort, low need items. Think of all the surveys that you had to fill out. Even if it is a small 3 question survey, it is quite a struggle to fill out cuz you are not motivated to do that behavior. And then, we have the high effort high need items where we do the boring but important stuff. I don’t know how it is in the UK but my banks Web & Mobile experience is one of the worst but I still do it cuz there is no alternative and the need is super high so I’m able to cope with the effort. Now if you look at Low need High effort items, these are things that never get done. Let’s face it, we’re never going to purchase winrar. We’ll use it but never ever purchase it. There is no need and it is also high effort. And there’s this line. Now what I think is that, for things to get done they’ve got to be above this line. That is, if it requires high effort...the need should be equally high. Things below the line, never get done. Any guesses where Self Service portal is?
- This is a matrix I designed to understand human behavior. Two things drive behavior. Need and effort. Let’s draw a 2 x 2 matrix out of it and fill out the quadrants. If you look at the top left matrix, these are things that have high need and require low effort. You can be guaranteed that they’ll get done. Imagine booking an Uber or ordering something from Amazon. Because these are comparatively low effort items, these become the default. I don’t remember using public transport in a while (Except when I’m in London where I only use the Underground). Then you have the low effort, low need items. Think of all the surveys that you had to fill out. Even if it is a small 3 question survey, it is quite a struggle to fill out cuz you are not motivated to do that behavior. And then, we have the high effort high need items where we do the boring but important stuff. I don’t know how it is in the UK but my banks Web & Mobile experience is one of the worst but I still do it cuz there is no alternative and the need is super high so I’m able to cope with the effort. Now if you look at Low need High effort items, these are things that never get done. Let’s face it, we’re never going to purchase winrar. We’ll use it but never ever purchase it. There is no need and it is also high effort. And there’s this line. Now what I think is that, for things to get done they’ve got to be above this line. That is, if it requires high effort...the need should be equally high. Things below the line, never get done. Any guesses where Self Service portal is?
- This is a matrix I designed to understand human behavior. Two things drive behavior. Need and effort. Let’s draw a 2 x 2 matrix out of it and fill out the quadrants. If you look at the top left matrix, these are things that have high need and require low effort. You can be guaranteed that they’ll get done. Imagine booking an Uber or ordering something from Amazon. Because these are comparatively low effort items, these become the default. I don’t remember using public transport in a while (Except when I’m in London where I only use the Underground). Then you have the low effort, low need items. Think of all the surveys that you had to fill out. Even if it is a small 3 question survey, it is quite a struggle to fill out cuz you are not motivated to do that behavior. And then, we have the high effort high need items where we do the boring but important stuff. I don’t know how it is in the UK but my banks Web & Mobile experience is one of the worst but I still do it cuz there is no alternative and the need is super high so I’m able to cope with the effort. Now if you look at Low need High effort items, these are things that never get done. Let’s face it, we’re never going to purchase winrar. We’ll use it but never ever purchase it. There is no need and it is also high effort. And there’s this line. Now what I think is that, for things to get done they’ve got to be above this line. That is, if it requires high effort...the need should be equally high. Things below the line, never get done. Any guesses where Self Service portal is?
- This is a matrix I designed to understand human behavior. Two things drive behavior. Need and effort. Let’s draw a 2 x 2 matrix out of it and fill out the quadrants. If you look at the top left matrix, these are things that have high need and require low effort. You can be guaranteed that they’ll get done. Imagine booking an Uber or ordering something from Amazon. Because these are comparatively low effort items, these become the default. I don’t remember using public transport in a while (Except when I’m in London where I only use the Underground). Then you have the low effort, low need items. Think of all the surveys that you had to fill out. Even if it is a small 3 question survey, it is quite a struggle to fill out cuz you are not motivated to do that behavior. And then, we have the high effort high need items where we do the boring but important stuff. I don’t know how it is in the UK but my banks Web & Mobile experience is one of the worst but I still do it cuz there is no alternative and the need is super high so I’m able to cope with the effort. Now if you look at Low need High effort items, these are things that never get done. Let’s face it, we’re never going to purchase winrar. We’ll use it but never ever purchase it. There is no need and it is also high effort. And there’s this line. Now what I think is that, for things to get done they’ve got to be above this line. That is, if it requires high effort...the need should be equally high. Things below the line, never get done. Any guesses where Self Service portal is?
- This is a matrix I designed to understand human behavior. Two things drive behavior. Need and effort. Let’s draw a 2 x 2 matrix out of it and fill out the quadrants. If you look at the top left matrix, these are things that have high need and require low effort. You can be guaranteed that they’ll get done. Imagine booking an Uber or ordering something from Amazon. Because these are comparatively low effort items, these become the default. I don’t remember using public transport in a while (Except when I’m in London where I only use the Underground). Then you have the low effort, low need items. Think of all the surveys that you had to fill out. Even if it is a small 3 question survey, it is quite a struggle to fill out cuz you are not motivated to do that behavior. And then, we have the high effort high need items where we do the boring but important stuff. I don’t know how it is in the UK but my banks Web & Mobile experience is one of the worst but I still do it cuz there is no alternative and the need is super high so I’m able to cope with the effort. Now if you look at Low need High effort items, these are things that never get done. Let’s face it, we’re never going to purchase winrar. We’ll use it but never ever purchase it. There is no need and it is also high effort. And there’s this line. Now what I think is that, for things to get done they’ve got to be above this line. That is, if it requires high effort...the need should be equally high. Things below the line, never get done. Any guesses where Self Service portal is?
- If you want to move self service portal over that line, then you can either increase the need or reduce the effort. One way to increase the need is to close out alternatives. I know organisations that have stopped accepting requests through emails forcing users to log in to the portal. This might increase adoption but you’ve also got to consider their behavior. Now let’s look at some ways in which you can reduce the effort for your customers so they end up using the self service portal. Remember what we learned earlier, users don't care about tickets. They have other ways of getting it done.
- There are some words we throw around assuming that people understand what it means
- It doesn’t just mean knowledge base, doesn’t just mean self-service portals.In some sense, self-service also contributes to automation ensuring the people don’t need help at all.
- ReDeLI - that’s what I’m calling this.
- Psychologically real profile
- Psychologically real profile
- Psychologically real profile
- Psychologically real profile
- Design by nature is iterative
- Yes, it is annoying when end users or sometimes even your own guys don’t use the software that you’ve spent a lot on but it’s really not their fault, if you think about it. This step can make or break your self-service experience
- This step can make or break your self-service experience
- “Do you have a marketing person within your IT team?”
- Imagine a really important office meeting. A lot depends on this meeting and everyone’s engrossed
- And as always, something goes wrong. The lightbulb is broken.
- They call the IT guy. The IT guy follows his book and says, “The light bulb is broken. It’s going to take 2 days to fix it” That’s the SLA. For him, he’s doing his job right. This is a selfish service behavior.
- Now let’s look at it from their perspective. They don’t want the light bulb to be fixed, no really. All they want is some light for their meeting to go on. And for that, all the IT guy needed to do was….
- Switch on the flash light.