Service Design Lecture Improving Tax Filing Process
•
1 like•413 views
Final lecture at KISK.
Recommended
Recommended
More Related Content
Viewers also liked
Viewers also liked (20)
Similar to Service Design Lecture Improving Tax Filing Process
Similar to Service Design Lecture Improving Tax Filing Process (20)
More from AdamHazdra
More from AdamHazdra (17)
Recently uploaded
Recently uploaded (20)
Service Design Lecture Improving Tax Filing Process
- 1. Service Design Lecture 6 KISK FF MU Brno 10 December 2014 Presenting New Designs
- 2. Today‘s Agenda The form is incomprehensible The help along is limited No feedback on how I‘m doing Fear of penalty Updates and changes unfindable Two more forms to fill after DAP Officers not helpful The form, the on-line forms, numerous websites, officers, tax advisors, letters, ... Numerous Challenges Over a Plenty of Touchpoints
- 3. How we‘re changing it? 1.Moje Daně: All-in-one Website 2.One Sheet: The New DAP Form 3.24/7 Advisor: The Helpline 4.You Are Here: The Feedback Management
- 4. How did you perform ? •Take a piece of paper •Write your name on the top •Pass it to your colleagues •Give your colleague a constructive feedback –What you really liked –What would you change –What their key strengths are and what might they do in future •Repeat of everyone in the team Note: After we finish today, I can provide individual feedback for those interested.
- 5. What can you do (and others don‘t) ? Deliver user research & deep dives •Get contacts, get out and talk to people in a structured way and derive meaning Analyze service using personas and touchpoints •Discover needs, problems and opportunities •Assess challenges and prioritize them •Analyze touchpoints •Develop goal-oriented personas and design for them Innovate: Design and prototype new ideas •Design and prototype services quickly and cheaply •Pick the best or re-design Manage the project and deliver results •No matter the obstacles, you deliver and find the way
- 6. What can you do (and others don‘t) ? You are ready to go into any service, research needs, analyze the service and make sure it delivers value to target customers via relevant touchpoints.
- 7. Try other DIS courses Spring Semester •Human-Computer Interaction gives you further and hands-on understanding of the digital service design (how to build webs and apps, how to test them) •Project Management makes sure, you‘re ready for bigger challanges in a managerial role •Leadership provides key skills in case you need to push innovation through (conservative) organization Fall Semester •Digital Marketing and Social Media prepare you for competitive on- line environment when you try sell and/or promote your service
- 8. 4 Things to Kick-Off Your Career 1.I‘d read TiSDT, Design of Everyday Things and The Inmates Are Running the Asylum 2.I‘d start reading Norman Nielsen blog and follow Fjord Design, Engine , Direct People and IDEO. 3.I‘d take other DIS courses and write a thesis on a practical project. 4.I‘d get an internship at a service company asap.
- 9. Get in touch on LinkedIn •Connect with me •Ask me for any contacts, references, ... when needed •Stay in touch by letting me know what‘s new every now and then (Psst! Jobs.cz is always looking for great interns!)
- 10. The whole DIS team meets with students, alumnis, partners and others 22 January 2015 at 18.30 at Baroko Don‘t Forget
- 11. Designers go and make the world a better place to live in!