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Applying Service Design to the Workplace
Employee experience is shaped by digital tools, processes, and physical spaces. This session explores how service design principles can transform work environments into user-centric spaces, enhancing productivity and well-being in the age of hybrid work and technological innovation.
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Applying Service Design to the Workplace
- 1. CONFIDENTIAL Applying Service Design tothe W orkplace
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- 3. There’s a chanceyou’ve used this service... geniant.com
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- 14. great experiences Whenwe’rethinkingabouttheEmployeeExperience,ortheWorkplace... Productivity Empower employeeswith the right tools and environment to help them deliver their best work. Efficiency Streamline processes to enable employees to achieve more with less effort. Reduced Attrition Foster a supportive culture and clear growth paths to retain top talent. Attraction Create a compelling employer brand that draws top talent to your organization. Skill Development Invest in continuous learning opportunities to help employees grow and adapt. Innovation Encourage creative thinking and collaboration to drive new ideas and improvements. geniant.com
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- 16. great experiences Whenwe’rethinkingabouttheEmployeeExperience,ortheWorkplace... Productivity Empower employeeswith the right tools and environment to help them deliver their best work. Efficiency Streamline processes to enable employees to achieve more with less effort. Reduced Attrition Foster a supportive culture and clear growth paths to retain top talent. Attraction Create a compelling employer brand that draws top talent to your organization. Skill Development Invest in continuous learning opportunities to help employees grow and adapt. Innovation Encourage creative thinking and collaboration to drive new ideas and improvements. geniant.com
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- 18. geniant.com “How many peoplecan we fit?” & “Cool”
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- 23. jeremy johnson svp ofexperience transformation @ geniant David dewane Chief Experience Officer, Physical Space @ geniant geniant.com
- 24. How to transformwork environments into user-centric spaces, enhancing productivity and well-being in the age of hybrid work and technological innovation. geniant.com
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- 28. The Truth AboutOpen Offices Thereareseveralreasonswhyemployeesoftenfindthese environmentschallenging... Reduced Face-to-Face Interaction face-to-face interactions dropped by approximately 70% Increased Digital Communication use of email and messaging grew by over 50% Heightened Distractions and Noise decreased productivity and increased stress levels Lack of Privacy reluctance to engage in open discussions or phone calls Potential for Increased Sick Days higher rates of absenteeism geniant.com
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- 30. geniant.com "How many peoplecan we fit on this floor?"
- 31. It's a little-knownfact that, during his time at Pixar , Steve J obs tried and rejected the classic open-plan office, opting instead for distraction- free individual offices combined with large shared recreational areas. (2015) geniant.com
- 32. geniant.com h t tp s : / / w w w . w s j . c o m / a r t i c l e s / o n e - a r c h i t e c t s - r a d i c a l - v i s i o n - t o - r e p l a c e - t h e - o p e n - o ffi c e - 1 1 5 7 8 5 7 8 4 0 7 January 9th, 2020
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- 35. wor k place “f low ” FromEudemoniaMachinetoModernWorkplace Explore separation from personal life, exposure to new ideas, chance encounters Socialize personal connection, mentorship, trust building Study belonging to a tribe, office resources, building trust Collaborate collaboration, white boarding, new ideas, learning by osmosis Focus highly focused work, streamlined communications, quality control Rest ritual, concentration, emotional support geniant.com
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- 44. geniant.com So... Why isn ’teveryone doing this?
- 45. Applying Service Designto the Workplace Aswithmanydesignefforts,youneedtopushpastinertia... #1Breaking silos Totrulyinnovate,wemustbreak downdepartmentalsilosandcreate openchannelsforcollaboration acrossteams.Employeeexperience isn’tjustonedepartment’s responsibility. #2Getting everyoneuser centered Byshiftingourmindsettofocusonthe needsofourusers,weensureevery decisionwemakeisanchoredinreal humanexperience. #3Doing something different! Embracingboldideasandchallenging thestatusquoempowersustodeliver solutionsthatstandoutanddrive meaningfulemployeeandbusiness impact. geniant.com
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- 47. A p ply i n g S e r v i c e D e s i g n t o t h e W o r k p l a c e : B r e a k i n g s i l o s Who owns employee experience? geniant.com Chief Human Resources Officer (CHRO) / Chief People Officer (CPO) Hiring, onboarding, performance management Employee engagement Chief Experience Officer (CXO) Holistic experience of both customers and employees Alignment with the company's strategic goals Human Resources (HR) Departments Implementing EX strategies Managing day-to-day employee interactions Workplace culture and satisfaction Information Technology (IT) Delivering the technological tools and platforms Efficient employee experience, especially in remote or hybrid work settings
- 48. A p ply i n g S e r v i c e D e s i g n t o t h e W o r k p l a c e : B r e a k i n g s i l o s Who owns the workplace? geniant.com Facilities Management (FM) Environment is safe, functional, and conducive to productivity Space planning, maintenance, and compliance Real Estate and Workplace Strategy Teams Develop strategies to optimize space utilization Decisions related to office locations, layout designs, and adapting spaces to support hybrid work models Project Management Offices (PMOs) Execution of workplace design initiatives Coordinating between various stakeholders to ensure projects are delivered on time and within budget Human Resources (HR) and Organizational Development Strategic role in shaping workplace design to align with employee needs and organizational culture Support flexible working arrangements and enhance employee well- being
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- 50. geniant.com “People are theproblem!” ???
- 51. Making sure we’resolving the right problems. Making sure we’re solving the problems right. Discover & Understand Ideate W h a t a r e a l l t h e p o t e n t i a l s o l u t i o n s ? W h a t a r e a l l t h e c h a l l e n g e s ? C o n v e r g i n g C o n v e r g i n g D i v e r g i n g D i v e r g i n g W h a t a r e t h e r i g h t s o l u t i o n s ? W h a t a r e t h e r i g h t c h a l l e n g e s t o s o l v e ? Explore & Define Design & T est We need a great ...! This ... works for us! Align Prioritize + C O N F I D E N T I A L British Design Council in 2005 https://www.designcouncil.org.uk/our-resources/the-double-diamond/history-of-the-double-diamond/
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- 53. geniant.com "I'm so tiredof talking about the future of work. The future of work never happened." "I see no innovation from anyone we are working with."
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- 55. C O NF I D E N T I A L This nearly $1BN revenue supplier of building materials was looking to move one of their divisions across town, and into a space that would propel their teams innovate and create at a new scale. W e were working with... geniant.com
- 56. C O NF I D E N T I A L geniant.com K UER MODEL WITH ITS FOUR PHASES AND MAIN ACTIVITIES h t t p s : / / w w w . s e r v i c e - d e s i g n - n e t w o r k . o r g / c o m m u n i t y - k n o w l e d g e / s u c c e s s f u l l y - i m p l e m e n t i n g - s e r v i c e - d e s i g n - p r o j e c t s
- 57. C O NF I D E N T I A L geniant.com W e embedded A cross-functional team into the client’s current space. The surveys revealed a major challenge: how can we help creatives find the focus they need when distractions from peers, calls, meetings, and more are everywhere ? Qualitative methods, watching, following, questioning, listening ...
- 58. C O NF I D E N T I A L geniant.com Developed into themes for the different experiences needed to meet the needs of the teams and the business. Developed P ersonas for their team ’s different “workstyles” Based on the workstyles and personas, we developed different areas or “zone” that needed to be in the office for optimal productivity .
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- 63. C O NF I D E N T I A L geniant.com Creating and iterating on concepts.
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- 65. C O NF I D E N T I A L geniant.com K UER MODEL WITH ITS FOUR PHASES AND MAIN ACTIVITIES h t t p s : / / w w w . s e r v i c e - d e s i g n - n e t w o r k . o r g / c o m m u n i t y - k n o w l e d g e / s u c c e s s f u l l y - i m p l e m e n t i n g - s e r v i c e - d e s i g n - p r o j e c t s
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- 67. geniant.com EX = digital,people, space
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- 71. geniant.com Flourishing at workis when people feel good, do good, and grow—personally and professionally—because the environment supports their well-being and potential.
- 72. geniant.com Daily self-rating systemmeasuring emotional well-being on a scale of -2 to +2, intended to track individual and collective flourishing, particularly in the workplace.
- 73. CONFIDENTIAL Applying Service Design tothe W orkplace j e r e m y j o h n s o n s v p o f e x p e r i e n c e t r a n s f o r m a t i o n @ g e n i a n t D a v i d d e w a n e C h i e f E x p e r i e n c e O f f i c e r , P h y s i c a l S p a c e @ g e n i a n t j e r e m y j o h n s o n D av i d D e w a n e