In this presentation, Jason Fiske shares his experience introducing and implementing service design at Farm Credit Canada. He focuses on what worked well and how champions of service design can implement the practice within a similar corporate environment.

1. Introducing Service Design in the Corporate EnvironmentIntroducing Service Design in
the Corporate Environment

2. Employee
Digital
Experience
@jasonfiske
Saskatchewan
Chapter
@sdnsaskatchewan
Co-founder
@tesanidesign

3. Our story
Let’s start with how we got here
1

4. Service design and…….FCC?

8. Email
Online
Banking
Web Content
Farm Mgmt
Software
Call
Centre
SEO
Mobile
Website
Relationship
Staff
Social Media
FCC Online Experience

11. Service design…
OH YEAH!!!

12. Product
Owners
Developers Designers Marketing
Solution
Architects
Project
Management
Customer
Support
Content
owners
Data architects
Web writers
Executive
Management
Business
Analysts
Governance
Committee
Change
Management
Policy and
Process
Management
Business
Solutions
Brand
Management
Credit
Management

13. Understand the current state

14. Customer journey maps

15. Immediate benefits
• Immediate engagement
• Energy from supporters
• Better understanding of scope
• Empathy
• Made the intangible tangible
• Highlight intersections

16. Service Blueprints

17. Blueprints are the gateway drug
to service design.
Patrick Quattlebaum
Adaptive Path
”

18. No one should come to me
with requirements until we
go through this exercise.
Solutions Architect
” OK. Now I see what you
guys are trying to do
for customers. This
makes sense to me.
Developer
”
This is like group
therapy…in the
best way possible.
Customer Service Rep
”

19. Support the complex service environment

20. Design sprints

21. Prototype

22. They still like us

23. Keeping it alive
Growing knowledge within the company
2

24. Day long service design training

25. Lunch and learn sessions

26. Yammer group

27. Where are we at today?
Applying service design throughout FCC
3

28. Dedicated roles
• Lead, Design Thinking
• Two service designers
• Innovation Lab

29. Service blueprints for everyone!

30. Design sprints are BAU

31. Design thinking and methods are core to
addressing business problems and opportunities

32. What did we learn?
Tips for implementing service design in the corporate environment
4

33. Collaboration is the key
Don’t go it alone. Involve stakeholders early and often.
Breaks down silos. Establish key partnerships

34. Start small
Screw up small instead of screwing up big.
It’s easier with smaller wins. Find your groove.

35. Market and sell SD
Have an elevator pitch. Share artifacts and prototypes.
Invite yourself to present. Merge with traditional
business terminology when appropriate.

36. Find your champions
Milk the hell out of them.

37. Be proactive
Don’t wait for business problems to find you.

38. Demonstrate value
Solve business problems and opportunities with tangible
outputs and solutions. Don’t just make pretty images.

39. Lean on change management
Can’t be innovative or evolve to a better
experience if you’re adverse to change.

40. Our recommended approach
Tips for implementing service design in the corporate environment
5

41. I don’t know.
I’m making this up
as I go.
Make it your own

42. Any questions?
You can find me at
◉ @jasonfiske
◉ jason.fiske@fcc.ca
Thanks!