In the last decade, service design has witnessed a rapid diffusion, mainly due to an increasing focus of organisations on services and customer experience, building also on the need for businesses to digitalise their commercial offers and core operations. Despite this rapid diffusion, organisations are still struggling to make service design work, to embed it as way of working while proving its impact. You will find some key principles to ensure an effective adoption of service design by large organisations, uncovering common pitfalls and best practices. This presentation was presented by Livework's head of Insight Marzia Arico at the DOERS conference in Budapest.
Establishing a service design practice in large organisations Livework Studio
In this keynote Marzia will share insights into how to build service design capability in large organisations. She will describe a diffusion model that encompasses four maturity stages. Through real client cases Marzia will picture each stage and describe how the organisation looks at each level.
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
What can we expect to happen to services and design in the next 10 years? In this presentation, our head of Insight, Marzia Arico, explores four drivers of change that will significantly impact services and design in the future. #SDGC17
The Startup Design Toolkit - a design-thinking approach to startups and produ...Alejandro Rios Peña
When PMs or entrepreneurs tackle a new product venture, they need to acquire and combine skills and tools from the Development, Business and Design fields. In this session, the following topics will be introduced:
- Is there really a formula for new product or startup success?
- What is Design-Thinking and how it is driving innovation around the world?
- Building a Toolkit: a subset of practical tools curated from the Lean Startup, Customer Development, Design-Thinking and other methods, to really help entrepreneurs to accelerate and find a scalable business model.
http://productcampsf.com/proposed-session-a-design-thinking-approach-to-pm-and-startups/
If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
Establishing a service design practice in large organisations Livework Studio
In this keynote Marzia will share insights into how to build service design capability in large organisations. She will describe a diffusion model that encompasses four maturity stages. Through real client cases Marzia will picture each stage and describe how the organisation looks at each level.
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
What can we expect to happen to services and design in the next 10 years? In this presentation, our head of Insight, Marzia Arico, explores four drivers of change that will significantly impact services and design in the future. #SDGC17
The Startup Design Toolkit - a design-thinking approach to startups and produ...Alejandro Rios Peña
When PMs or entrepreneurs tackle a new product venture, they need to acquire and combine skills and tools from the Development, Business and Design fields. In this session, the following topics will be introduced:
- Is there really a formula for new product or startup success?
- What is Design-Thinking and how it is driving innovation around the world?
- Building a Toolkit: a subset of practical tools curated from the Lean Startup, Customer Development, Design-Thinking and other methods, to really help entrepreneurs to accelerate and find a scalable business model.
http://productcampsf.com/proposed-session-a-design-thinking-approach-to-pm-and-startups/
If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Fjord Service Design Academy: A business case for transformative servicesFjord
Nancy Birkhölzer and Melanie Wendland from Fjord’s Service Design Academy delivered a keynote at the Service Design Conference organized by the German chapter of the International Service Design Network. Theme of the conference was Creating value(s): Transforming business, society and individual behavior through Service Design.
Digital technology is everywhere. As a consequence, companies need fully embrace the digital transformation. To succeed, it is no longer sufficient to optimize front offices and increase customer experience by using digital. Instead, companies need a solid enterprise-wide transformation to reap the full potential of digital. We team up with clients to explore and define a digital strategy and road map to this end, thereby also creating a kick starter for change.
The best digital transformation frameworks in 2020run_frictionless
We review digital transformation frameworks from the world’s top digital transformation consulting companies. PwC, McKinsey, Accenture, EY, Gartner, CapGemini, MIT, Cognizant, Altimeter, Ionology.
> Read the full review here: http://bit.ly/31e9dtP
Business Design Toolkit - Design Sojourndesignsojourn
The Business Design Toolkit is used to help businesses leverage Design Led Innovation. For more information, please go to: http://www.designsojourn.com/business-design-toolkit/
Talk on the importance of Service Design Thinking, how Design and business have evolved to embrace Service Design Thinking, as well as an overview of Service Design Thinking process and key artifacts.
The world is being transformed by new technologies, which are redefining customer expectations, enabling businesses to meet these new expectations, and changing
the way people live and work. Digital transformation, as this is commonly called, has immense potential to change consumer lives, create value for business and unlock
broader societal benefits.
The World Economic Forum launched the Digital Transformation Initiative in 2015, in collaboration with Accenture, to serve as the focal point for new opportunities and
themes arising from the latest developments in the digitalization of business and society. It supports the Forum’s broader activity around the theme of the Fourth
Industrial Revolution. Since its inception, the Initiative has analysed the impact of digital transformation across 13 industries and five cross-industry topics, to identify the
key themes that enable the value generated by digitalization to be captured for business and wider society. Drawing on these themes, we have developed a series of
imperatives for business and policy leaders that look to maximize the benefits of digitalization. We have engaged with more than 300 executives (both from leading
global firms and newer technology disruptors), government and policy leaders, and academics.
Every industry has its nuances and contextual differences, but they all share certain inhibitors to change. These include the innovator’s dilemma (the fear of
cannibalizing existing revenue models), low technology adoption rates across organizations, conservative organizational cultures, and regulatory issues. Business and
government leaders should continue to work towards addressing these challenges.
A notable outcome of this work is the development of our distinctive economic framework, which quantifies the impact of digitalization on industry and society. It can be
applied consistently at all levels of business and government to help unlock the estimated $100 trillion of value that digitalization could create over the next decade. We
have already started to leverage this framework for region-specific discussions with some governments.
We are confident that the findings from the Initiative will contribute to improving the state of the world through digital transformation, both for business and wider society.
Service Design for the private and public sectorJuha Tuulaniemi
SEE Policy Booklets about Service design
This SEE Policy Booklet seeks to answer some fundamental
questions public officials may have about service design: What is service design? What are the benefits of a service design approach? Why engage in service design now? How does service design compare to other innovation methods? What are service design methods and tools? Subsequently, the partners present case studies of service design in the private and public sectors to illustrate service
design processes in practice.
Our new perspective on achieving the full potential of human and artificial intelligence.
By Fjord, design and innovation from Accenture Interactive, and Accenture The Dock.
Co-designing a safer, more accessible and more liveable Amsterdam Red Light d...Livework Studio
Like many other cities, Amsterdam faces numerous liveability challenges, due to increases in population and tourists and their mobility and transportation. One of its well-know areas is the The Red Light District, currently a complex ecosystem with millions of visitors, passers-by, workers and residents, managed by an even more complex and crowded ecosystem of organisations, departments and individual experts.
To let this area function well, and offer to each user the best experience to live, work and pass by, the city government has been searching for a smart solution. To get from abstract, numeric data to actual solutions in the streets, a service design approach was introduced.
Close collaboration between the city of Amsterdam and its inhabitants with the use of an iterative, people-centric and data-driven service design approach, made it possible to define a complete set of new design measures. Together and in co-creation with stakeholders like the police, these measures are currently being piloted and implemented. A smart city solution is now being rolled out, combining sensors and data analysis algorithms to generate data about people movements and crowdedness.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
Getting Involved: How to Embed and Manage Service Design in Large Organisatio...Service Design Network
Niels Corsten from Koos Service Design speaks at SDGC19 in Toronto.
'In this talk, I will be sharing the Service Design Maturity Model, a framework that gives structure and helps large organisations to implement and scale service design. I will elaborate on the different maturity stages and four identified factors that indicate the maturity of your organisation and serve as guidelines for further maturation. Using a range of real-world cases, we will share our thoughts on common barriers to maturation and share strategies on how to grow your company’s maturity.'
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Talk on the importance of Service Design Thinking, how the evolution of Design and business leads to Service Design Thinking, overview of Service Design Thinking process and key artifacts used.
In this workshop Marzia will guide the audience into an exploration of how to design a supreme employee experience, generating solutions aimed at establishing positive employee relationships. Instruments like eNPS (Employee Net Promoter Score) are useful to understand how your employees regard their current experience, offering little or no guidance on how to improve it. Marzia will guide you through a step-by-step process to maximise the use of eNPS data as a starting point to rethink and redesign your employee experience.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Fjord Service Design Academy: A business case for transformative servicesFjord
Nancy Birkhölzer and Melanie Wendland from Fjord’s Service Design Academy delivered a keynote at the Service Design Conference organized by the German chapter of the International Service Design Network. Theme of the conference was Creating value(s): Transforming business, society and individual behavior through Service Design.
Digital technology is everywhere. As a consequence, companies need fully embrace the digital transformation. To succeed, it is no longer sufficient to optimize front offices and increase customer experience by using digital. Instead, companies need a solid enterprise-wide transformation to reap the full potential of digital. We team up with clients to explore and define a digital strategy and road map to this end, thereby also creating a kick starter for change.
The best digital transformation frameworks in 2020run_frictionless
We review digital transformation frameworks from the world’s top digital transformation consulting companies. PwC, McKinsey, Accenture, EY, Gartner, CapGemini, MIT, Cognizant, Altimeter, Ionology.
> Read the full review here: http://bit.ly/31e9dtP
Business Design Toolkit - Design Sojourndesignsojourn
The Business Design Toolkit is used to help businesses leverage Design Led Innovation. For more information, please go to: http://www.designsojourn.com/business-design-toolkit/
Talk on the importance of Service Design Thinking, how Design and business have evolved to embrace Service Design Thinking, as well as an overview of Service Design Thinking process and key artifacts.
The world is being transformed by new technologies, which are redefining customer expectations, enabling businesses to meet these new expectations, and changing
the way people live and work. Digital transformation, as this is commonly called, has immense potential to change consumer lives, create value for business and unlock
broader societal benefits.
The World Economic Forum launched the Digital Transformation Initiative in 2015, in collaboration with Accenture, to serve as the focal point for new opportunities and
themes arising from the latest developments in the digitalization of business and society. It supports the Forum’s broader activity around the theme of the Fourth
Industrial Revolution. Since its inception, the Initiative has analysed the impact of digital transformation across 13 industries and five cross-industry topics, to identify the
key themes that enable the value generated by digitalization to be captured for business and wider society. Drawing on these themes, we have developed a series of
imperatives for business and policy leaders that look to maximize the benefits of digitalization. We have engaged with more than 300 executives (both from leading
global firms and newer technology disruptors), government and policy leaders, and academics.
Every industry has its nuances and contextual differences, but they all share certain inhibitors to change. These include the innovator’s dilemma (the fear of
cannibalizing existing revenue models), low technology adoption rates across organizations, conservative organizational cultures, and regulatory issues. Business and
government leaders should continue to work towards addressing these challenges.
A notable outcome of this work is the development of our distinctive economic framework, which quantifies the impact of digitalization on industry and society. It can be
applied consistently at all levels of business and government to help unlock the estimated $100 trillion of value that digitalization could create over the next decade. We
have already started to leverage this framework for region-specific discussions with some governments.
We are confident that the findings from the Initiative will contribute to improving the state of the world through digital transformation, both for business and wider society.
Service Design for the private and public sectorJuha Tuulaniemi
SEE Policy Booklets about Service design
This SEE Policy Booklet seeks to answer some fundamental
questions public officials may have about service design: What is service design? What are the benefits of a service design approach? Why engage in service design now? How does service design compare to other innovation methods? What are service design methods and tools? Subsequently, the partners present case studies of service design in the private and public sectors to illustrate service
design processes in practice.
Our new perspective on achieving the full potential of human and artificial intelligence.
By Fjord, design and innovation from Accenture Interactive, and Accenture The Dock.
Co-designing a safer, more accessible and more liveable Amsterdam Red Light d...Livework Studio
Like many other cities, Amsterdam faces numerous liveability challenges, due to increases in population and tourists and their mobility and transportation. One of its well-know areas is the The Red Light District, currently a complex ecosystem with millions of visitors, passers-by, workers and residents, managed by an even more complex and crowded ecosystem of organisations, departments and individual experts.
To let this area function well, and offer to each user the best experience to live, work and pass by, the city government has been searching for a smart solution. To get from abstract, numeric data to actual solutions in the streets, a service design approach was introduced.
Close collaboration between the city of Amsterdam and its inhabitants with the use of an iterative, people-centric and data-driven service design approach, made it possible to define a complete set of new design measures. Together and in co-creation with stakeholders like the police, these measures are currently being piloted and implemented. A smart city solution is now being rolled out, combining sensors and data analysis algorithms to generate data about people movements and crowdedness.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
Getting Involved: How to Embed and Manage Service Design in Large Organisatio...Service Design Network
Niels Corsten from Koos Service Design speaks at SDGC19 in Toronto.
'In this talk, I will be sharing the Service Design Maturity Model, a framework that gives structure and helps large organisations to implement and scale service design. I will elaborate on the different maturity stages and four identified factors that indicate the maturity of your organisation and serve as guidelines for further maturation. Using a range of real-world cases, we will share our thoughts on common barriers to maturation and share strategies on how to grow your company’s maturity.'
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Talk on the importance of Service Design Thinking, how the evolution of Design and business leads to Service Design Thinking, overview of Service Design Thinking process and key artifacts used.
In this workshop Marzia will guide the audience into an exploration of how to design a supreme employee experience, generating solutions aimed at establishing positive employee relationships. Instruments like eNPS (Employee Net Promoter Score) are useful to understand how your employees regard their current experience, offering little or no guidance on how to improve it. Marzia will guide you through a step-by-step process to maximise the use of eNPS data as a starting point to rethink and redesign your employee experience.
Business Education pack strategy on a pageAndy Parkins
Defining a simple and effective strategy to drive business value is critical for any organization. Being able to deliver this product on a single page that has the finger prints of your key stakeholders all over it is easier done than said
Project Management is about delivering change, but change does not just happen, it needs to be planned, monitored and controlled. The APM Planning, Monitoring and Control SIG and the Enabling Change SIG held a fully booked one day conference called Planning for Change on 24th February 2016 in Birmingham.
IT Transformation - Rethinking the future of business analysts right now!Michael A Antonio
With the rapid pace of environmental, economic and technological change Private and Public sector organizations are being confronted with new challenges and opportunities. This results in the growth in Business Analysts being engaged as business and technology strategists, creating transformational value for organizations. In this session, we examine the drivers of this direction and explore how well we are preparing Business Analysts to enable profound and radical change. This is a change that reorients the profession and practice in a new direction taking it to a different level of scope and demands.
Measuring Innovation Pace in FinTech - October 2019LHBS
Innovation is a race. 37% of banks in Germany viewed
fintech as a possible threat.
In the financial service industry, legacy organizations and emerging fintech disruptors are competing in the same environment, for the same customers.
What should be the role of design in working towards a more sustainable future?
Ben Reason, founding member of Livework expert in bringing a customer view to solve business challenges along with senior service designer Anna van der Togt expert in design for sustainable futures, hosted the workshop titles 'Design for Anthropocene' for Future London Academy's UX & product design week sharing Livework’s journey of better understanding design’s role & evolution in transitioning to a more sustainable future.
In this presentation discover:
-How we overcome consumers’ unwillingness/inability to pay more for a better product.
-Existential contemplations of “Can we ever truly move to a sustainable economy if companies are not willing to let go of profit?”
-Objects of redesign for sustainability.
-The product & UX design myths we need to bust.
-The characteristics of great digital products.
-Translating sustainability for our day-to-day work.
What happens when an organisation commits itself to 'humanity above bureaucracy'?
Bureaucracy and traditional power structures hinder organisations from harnessing the power of their employees, their intelligence, ideas and passions.
New models seem necessary to build a truly human organisation, one that balances scale and speed, efficiency and creativity, control and experimentation.
Designing a more sustainable future: Updates from the fieldLivework Studio
Designing for sustainable services and sustainable organisations. Examples of how design can play a multi-level role in adapting human activities, thus helping organizations transition quickly and effectively to a more sustainable future.
The Good Drone – Livework Service Design MarathonLivework Studio
We’ll share how service design was used to explore uses for drones in cities for medical transport, emergency response and infrastructure surveillance as well as to design an innovation challenge around these future services.
Value means different things to different people. It is perceived differently also within parts of the organisation. How do we understand, characterise and measure value?
It is hard to think of the attributes of customer centricity without a broader discussion around value. In this event, we will explore the value of CX.
An underlying question many of us are facing in these turbulent times, is to do with resilience, in other words the ability in us as individuals and as a collective to absorb changes and disruptions. In our presentation at the CX Dialog, we will discuss ways of how you can use service design as a way to foster resilience in your organisation and by doing so, strengthen your abilities for adaptation and transformation.
Eine grundlegende Frage, mit der viele von uns in diesen turbulenten Zeiten konfrontiert sind, betrifft die der Belastbarkeit und Resilienz, d.h. die Fähigkeit in uns Veränderungen absorbieren. In unserer Präsentation auf dem CX-Dialog werden wir Möglichkeiten diskutieren, wie Sie Service Design nutzen können, um die Widerstandsfähigkeit in Ihren Unternehmen zu fördern und auf diese Weise Ihre Anpassungs- und Transformationsfähigkeiten zu stärken.
Aviation is a very challenging industry as it acts on the complex intersection of technology, regulations, competing commercial organizations and environmental concerns. KLM, the royal Dutch airline, can proudly look back on 100 years of history in aviation. They anticipated that the next 100 years will require a new way of innovating, with more impact. KLM is convinced that design is a key ingredient in this shift. In 2019, KLM developed and kicked off a program, in collaboration with Livework, that combines design training, coaching on the job, and impact measurement. The program sets out to empower employees across departments to use a design as a means to increase collaboration, process efficiency, solution adoption and informed decision making. As KLM finds itself in the middle of unprecedented times going through a global pandemic, they have to cope with a completely changed context. We will share our honest story about how we needed to adapt our ambition of the Increasing Innovation Impact program.
Customer behaviour by design - SDN workout Meetup 2020Livework Studio
In this presentation, Anne van Lieren will share best practices on how to use behavioural interventions to help people make better, more sustainable, decisions. The session will be a mix of presentations and small activities to understand your context and get your view on the topic!
As Corona lock down measures ease up, businesses will re-open to the public. Covid suite is a collection of solutions to help you serve your customers better and optimise your business in the challenging times ahead.
Covid suite offers the right solution for your particular situation.
Communicatie wordt effectiever door kennis over gedragLivework Studio
Deze presentatie staat in het teken communicatie. Hoe kun je effectiever communiceren met mensen als je wat kennis uit gedragspsychologie toepast? Livework doet dit op gebied van gedragsverandering van gebruikers en medewerkers.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
In de masterclass klantgericht innoveren speelt service design een grote rol. In een paar uur geeft Caroline een snelcursus customer journey denken, waardoor de klant op een praktische en toepasbare manier centraal wordt gezet.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
The current smart city agenda is too tech focused. Livable and sustainable cities, where citizens are empowered by human technology, demand a human-centred, design-driven and collaborative approach. It must cut across industries and demographics and bring together diverse perspectives including citizens, government, investors, entrepreneurs, the public sector, private companies and NGO’s. And then, a process of smart prototyping and experimentation is required to actually set things in motion and get things done.
Together with Heijmans and Wolfpack this Provade round table explored what it takes to humanise smart cities: how can we use smart digital technologies in a way that is ethical and sustainable, and in a way that citizens can truly benefit from it? How can we design for smart citizens instead of smart cities, and what will be the new role of project developers and contractors in this landscape?
How do we encourage people out of their cars and into more sustainable forms of mobility? Do we nudge people to reduce car use journey by journey, or do we enable people to give up their private cars altogether?
Ben will use Livework's 'designing at the right altitude model and behavioural change theories to explore how Mobility as a Service could enable significant change in the habits of citizens.
London has poorer levels of wellbeing than elsewhere in the UK. Many Londoners don’t receive treatment for their mental health difficulties, straining public and private resources. In this session Jennifer will share how her team used service design to co-create an ecosystem of mental wellbeing services for the city of London, with the potential to scale throughout the UK. Londoners’ stories helped them to engage with stakeholders to envision a new approach that distributes mental wellbeing services into the digital communities that people already inhabit. In order to implement this, the team recommended an experimental strategy based on small digital interventions that can scale over time. This enables users to digitally co-produce the service elements that meet their needs.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
5. 5
Introduction
The transformative power
of service design
“Because organizations
now operate in an
environment of constant
change, the challenge is
not how to design a
response to a current
issue, but how to design a
means of continually
responding, adapting and
innovating” (Burns et al.,
2006”
Burns, Cottam, Vanstone, & Winhall
(2006, p.21)
● Service design has a transformative impact on
organizations, providing the opportunity to
generate lasting changes in organizations’
ability to change and innovate.
● Aiming at not only leaving behind a new
solution, but the tools, skills, and organizational
capacity for ongoing change.
6. 6
Introduction
Three levels of service design impact
on organizations
Design of service interfaces and interactions
Peripheral to the organization
Implementation of new experiences
Affecting organizational values, norms,
processes and procedures
Fostering change and innovation
Organizational transformation
Junginger and Sangiorgi (2009)
9. 9
Part I
Three elements for service design adoption
1. Awareness of service design principles and practices
2. Dedicated resources
3. Enabling structures
10. 10
Visualizing
Practice #3
Conducting design research
Practice #1
Prototyping
Practice #4
Experimental
Principle #4
Human-centered
Principle #1
Co-creative
Principle #2
Holistic
Principle #3
Service Design
Principles and Practices
Ideating
Practice #2
Transformative
Principle #5
Sequencing
Practice #5
11. 11
Part I
Awareness of service design
principles and practices
“You really bring the
imagination of the
business alive and they
can see how things could
be better. And that's not
just around the user
interface, that's definitely
around new tools or
removing tools,
sometimes about
changing business
processes, or changing the
way that information
flows between teams”
Project Sponsor, Financial Services
“It certainly changed the way people thought around servicing
customers versus servicing equipments”
Project Sponsor, Manufacturing
● It’s done through project work and/or training
● Your objective is not full implementation, aim for
small steps that can show short-term impact
12. 12
Part I
Example: Jisc
● Going back to the basics to understand
customers and users.
● Focus on a simple outcome that can be used for
future work. In this case it was a customer
framework and service ecology.
13. 13
Part I
Dedicated resources “The engagement of key
stakeholders was a
determining factor, being
able to get people
involved and excited.
Then the cross-
functionality to be able to
bring the right people
from the different
functions. It cannot be
one-sided”
Project Sponsor, Engineering
● Start with a small core team, 3-4 people.
● Engage key stakeholders across functions. Co-
create and co-own.
● Familiarize, train and grow.
● Avoid evangelizing and over-exciting, it creates a
toxic environment.
14. 14
Part I
Example: Kone
● The first customer is the organization. Listen to
your organization as you will listen to your
customers.
● Tangible outcomes open gates. Have
something concrete to show soon.
● Transform the business from within. Excite and
empower so that people will preach for you.
Business and IT can become design champions.
● Have a physical space, open for anybody to
observe and join in.
“Excuse me is this where
the magic happens?”
Senior Manager, Kone
15. 15
Part I
Enabling structures
“When you're doing service design work, you're very rarely saying to one person, one team, ‘Can
you make this?’ Nearly all the time you find that what you're saying is, ‘We need to bring product
managers from a few different groups in the business together because we need to create this new
missing piece’ Or ‘You changing this piece requires bits of all the different IT systems to come
together in a new way and to experience a new interface’ And it's very difficult to get people
collaborating like that from different bits of the business because they don't have to work like that”
Project Sponsor, Financial Services
● Service culture
● Clear processes to work with service design
● Cross-department collaboration incentives
● Clear mandate – Leadership support
● Measurement systems to assess the
effectiveness of the services.
● Watch out for IT
16. 16
Part I
Example: Gjensidige
● Empowering employees
● Enabling them to find the best solution for
the customer depending on the situation
● Providing the right support
● New routines, processes, and measurement
systems
Example
We make the complicated simple
What: It is our responsibility that the customer
understands us
How: Our focus is simplification and added value for
the customer
Why: Good customer experiences provide increased
willingness to buy
18. 18
Part II
Four stages of service design maturity
Familiarizing
with SD
principles
Enacting SD
practices
Enabling
dedicated
resources
Growing
structures
Understand
Try
Learn
Embed
20. 20
Part III
From macro to micro
• Service design gets introduced in an organization
that operates under completely different logics.
Recognize them and acknowledge them.
• Choose how to introduce service design vis-à-vis
those existing logic.
• Invest into familiarizing with service design
principles and practices, securing resources, and
growing structures.
21. 21
Part III
Example: Telenor
● Three logics at play: Telco, Digital, Customer
● Two strategies tested: Compartmentalization
and enrichment
● Three key activities:
1. Rolled out a Service Design Academy for two years
to familiarize actors with service design.
2. Established one pilot project to showcase value in
practice.
3. Establishing new processes and practices to work
with service design across functions
“It’s a huge
transformation; it’s a
whole mindset”
Senior Leader, Telenor
22. 22
Part III
Three Logics
Logic of Traditional Telco Logic of Digital Service
Provider
Logic of Service Design
Metaphor Transaction Digital at the center Human at the center
Legitimacy Maximizing existing assets Faster time to market Improving customer
experience
Identity Telco solutions provider Digital service provider Customer-centric service
provider
Strategy Efficiency Digitalization Servitization
Product/Service
Conceptualization
Products (e.g., subscription
plans)
Digital services (e.g., apps and
web platforms)
Human-centric services
(e.g., tailored multichannel
offers)
Key Process Waterfall Lean Service Design
23. 23
Part III
Compartmentalization
“It’s an organizational entity and
it’s there to protect the designers, to
kind of create breathing space for
the designers at the beginning until
the environment has become less
hostile in a way”
Director, Telenor
25. 25
Part IV
Summary
● Look for the logics at play
● Strategize how to introduce service design
● Three key activities to ensure adoption and
increase maturity:
1. Create awareness of service design principles and
practices
2. Enable dedicated resources
3. Grow structures
General Tips:
• Make it tangible asap
• Plan small steps towards a
long-term transformation.
You cannot change your
organization overnight.
• Start with a small core
team
• Engage stakeholders
throughout the process
• Do not evangelize
• Create a physical dedicated
space open for people to
join
26. 26
Thank you
This presentation can be downloaded via:
bit.ly/doers18
Contact
Marzia Arico
Head of Insight, Livework Rotterdam
@marziaarico
marzia@liveworkstudio.com