The question of how Service Design is different from other disciplines is the wrong way to look at the discipline. In this talk I highlight the core flexibilities required to practice Service Design and how service design extends the work of other practices like UX, CX, IxD, Content Strategy, and more.
Digital Business Transformation | Strategy + Executionfeature[23]
Speed of innovation and certainty of your digital technology strategy is your new IP.
Market leading brands know they are competing in the 3rd Industrial Revolution – The Software Economy – and they will live or die by their digital adoption. Companies mature in digital business transformation are outperforming, making more money, and are more profitable than their peers.
These Digital Leaders are proactively transforming their business models and leading their segments through the frenetic pace of social, mobile, analytics, cloud, and the Internet of Everything. Unfortunately, digital is still shrouded in confusion, viewed as a cost center, and punished with inadequate funding.
How do you transform modern businesses at scale by creating technology-based capabilities, products, services, and business outcomes that delivers your authentic brand promise?
The Pitch Process: Turning client briefs into great ideas, then selling themBeyond
As clients have more customers, stakeholders and channels than ever, briefs are getting more confusing; lacking focus, strategy and asking for the "moon on a stick". As the agency, it's getting harder to know where to focus with our ideas and strategy, then sell it effectively. This presentation was originally delivered at Miami Ad School's New York campus as part of the "Industry Heroes" lecture series.
TALKWALKER - Social Media Trends 2023.pdfdigitalinasia
2023 - The year when brands build
on consumer trust
The last few years have been disruptive. We’ve gone through
a pandemic, lockdowns, supply chain issues, and a cost of
living crisis. Consumers have come out of it changed.
More urgent, more demanding, more fickle, and until now,
brands have struggled to keep up.
4
#SocialMediaTrends2023
Introduction
2023 will disrupt all that.
Brands won’t take back control. But, they will learn to shake
up the industry by managing the symbiotic consumer/brand
relationship. Simply by being better listeners, and using more
immersive consumer insights to get closer to their
communities, with a seamless ability to quickly capitalize,
and act on them.
In the 8th edition of our report, we look at the 10 biggest
trends of 2023, and how they are driven by the needs of
consumers. Including:
• Data-backed insights on why the trends will matter in 2023
(and beyond)
• Input from global experts and industry veterans on why
these trends matter
• A combination of insights and brand actions to maximize
outcomes for consumers and brands
The question of how Service Design is different from other disciplines is the wrong way to look at the discipline. In this talk I highlight the core flexibilities required to practice Service Design and how service design extends the work of other practices like UX, CX, IxD, Content Strategy, and more.
Digital Business Transformation | Strategy + Executionfeature[23]
Speed of innovation and certainty of your digital technology strategy is your new IP.
Market leading brands know they are competing in the 3rd Industrial Revolution – The Software Economy – and they will live or die by their digital adoption. Companies mature in digital business transformation are outperforming, making more money, and are more profitable than their peers.
These Digital Leaders are proactively transforming their business models and leading their segments through the frenetic pace of social, mobile, analytics, cloud, and the Internet of Everything. Unfortunately, digital is still shrouded in confusion, viewed as a cost center, and punished with inadequate funding.
How do you transform modern businesses at scale by creating technology-based capabilities, products, services, and business outcomes that delivers your authentic brand promise?
The Pitch Process: Turning client briefs into great ideas, then selling themBeyond
As clients have more customers, stakeholders and channels than ever, briefs are getting more confusing; lacking focus, strategy and asking for the "moon on a stick". As the agency, it's getting harder to know where to focus with our ideas and strategy, then sell it effectively. This presentation was originally delivered at Miami Ad School's New York campus as part of the "Industry Heroes" lecture series.
TALKWALKER - Social Media Trends 2023.pdfdigitalinasia
2023 - The year when brands build
on consumer trust
The last few years have been disruptive. We’ve gone through
a pandemic, lockdowns, supply chain issues, and a cost of
living crisis. Consumers have come out of it changed.
More urgent, more demanding, more fickle, and until now,
brands have struggled to keep up.
4
#SocialMediaTrends2023
Introduction
2023 will disrupt all that.
Brands won’t take back control. But, they will learn to shake
up the industry by managing the symbiotic consumer/brand
relationship. Simply by being better listeners, and using more
immersive consumer insights to get closer to their
communities, with a seamless ability to quickly capitalize,
and act on them.
In the 8th edition of our report, we look at the 10 biggest
trends of 2023, and how they are driven by the needs of
consumers. Including:
• Data-backed insights on why the trends will matter in 2023
(and beyond)
• Input from global experts and industry veterans on why
these trends matter
• A combination of insights and brand actions to maximize
outcomes for consumers and brands
Power and Service Design: Making Sense of Service Design's Politics and Influ...Service Design Network
In this talk, Gordon Ross will discuss different partnership models that exist between organizations and consultants collaborating on service design initiatives. He will reflect on his experience as a service design consultant across a wide range of private and public sector projects, highlighting challenges faced along the way.
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/
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
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 :)
Real Talk: Proving Value through a Scrappy Playbook (Dianne Que at DesignOps ...Rosenfeld Media
Dianne Que: “Real Talk: Proving Value through a Scrappy Playbook”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
7 Capabilities of Companies That Are Killing It in CXPerficient, Inc.
Every organization is at a different stage of digital maturity, which directly affects its ability to deliver an exceptional customer experience (CX). To make the situation more challenging, customer expectations are increasing every day as Amazon, Google, and other innovators are setting a high bar for what consumers expect to see when they engage with a brand.
We’ve developed a model that identifies the seven core capabilities of the companies that are dominating CX. These are the things they do that set them far ahead of their competition and allow them to deliver killer customer experiences. In our webinar, we took a closer look at those seven capabilities, including:
-How you can help your company adopt and master the 7 characteristics of CX success
-How companies with exceptional experiences can continue to improve and adapt
Sales leader Derek Draper shares the Stage Management Guide that boosted his team's performance metrics across the board. Read the rest of the story on First Round Review: http://firstround.com/review/this-sales-plan-moves-the-needle-on-every-success-metric/
This presentation was done as a quick research project based on my interest and curiosity about service design. I would like to integrate this with my personal brand.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Are you ready to brush up on your modern glossary of CX terms? Click through to get a better understanding of the common terms being bandied about in the conference room, and how you can leverage these terms to make sound business decisions that amplify the brand and customer experience.
Successful companies need to be ambitious in improving their products and channels. They must look at them from the users’ point of view to drive digital transformation and remain compelling in a competitive environment. Read our guide for seamless user experience to understand more.
Power and Service Design: Making Sense of Service Design's Politics and Influ...Service Design Network
In this talk, Gordon Ross will discuss different partnership models that exist between organizations and consultants collaborating on service design initiatives. He will reflect on his experience as a service design consultant across a wide range of private and public sector projects, highlighting challenges faced along the way.
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/
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
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 :)
Real Talk: Proving Value through a Scrappy Playbook (Dianne Que at DesignOps ...Rosenfeld Media
Dianne Que: “Real Talk: Proving Value through a Scrappy Playbook”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
7 Capabilities of Companies That Are Killing It in CXPerficient, Inc.
Every organization is at a different stage of digital maturity, which directly affects its ability to deliver an exceptional customer experience (CX). To make the situation more challenging, customer expectations are increasing every day as Amazon, Google, and other innovators are setting a high bar for what consumers expect to see when they engage with a brand.
We’ve developed a model that identifies the seven core capabilities of the companies that are dominating CX. These are the things they do that set them far ahead of their competition and allow them to deliver killer customer experiences. In our webinar, we took a closer look at those seven capabilities, including:
-How you can help your company adopt and master the 7 characteristics of CX success
-How companies with exceptional experiences can continue to improve and adapt
Sales leader Derek Draper shares the Stage Management Guide that boosted his team's performance metrics across the board. Read the rest of the story on First Round Review: http://firstround.com/review/this-sales-plan-moves-the-needle-on-every-success-metric/
This presentation was done as a quick research project based on my interest and curiosity about service design. I would like to integrate this with my personal brand.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Are you ready to brush up on your modern glossary of CX terms? Click through to get a better understanding of the common terms being bandied about in the conference room, and how you can leverage these terms to make sound business decisions that amplify the brand and customer experience.
Successful companies need to be ambitious in improving their products and channels. They must look at them from the users’ point of view to drive digital transformation and remain compelling in a competitive environment. Read our guide for seamless user experience to understand more.
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
The challenge of product managers at most times is to have an objective and mathematical way to decide which product ideas to bet upon and reject "good ideas" against the "better" ones. Such things can be driven by ego or emotions, more so if you have cross-functional teams and owners. You ought to be at the top of your game and follow a rigorous process to ensure that you decide based on data.
How to Identify Relevant Product KPIs by Roomgo Head of ProductProduct School
Main takeaways:
- Identifying fit-for-purpose KPIs: what to measure and why, the common mistakes that Product Managers makeand when to start measuring KPIs in a project
- Avoiding analysis rabbit holes: going too granular & orphaned KPIs, testing in a bubble and application ins A/B testing + Root Cause analysis
-Telling engaging stories through product data: the power of product KPIs, building business buy-in through relevant KPIs and how less can be more when sharing with the wider business
Why is focus on customer excellence so important? Because in a global, connected world in which venues, products and services are increasingly interchangeable and prices ever more transparent, the (memorable) customer experience often becomes the key differentiator. Customer Excellence pays off in general: customer retention is far less expensive than customer acquisition and great customer experience results in the reduction of (process) costs within the framework of complaint handling. Plus - it’s a profitable marketing strategy: Word-of-mouth advertising is the best kind of advertising that money can’t buy.
In this session we will show you examples and approaches on how to set-up up a customer experience measurement program that will provide you with precise data on your customers and actionable insights for the definition of customer excellence measures which will be helping you to ensure sustainable business success with meeting organizers in companies and associations.
Go Beyond Digital: Elevate Your UX with Service Design ThinkingUXPA Boston
Today, users expect great, consistent experiences with brands – regardless of the context or technology they are using. The entire customer experience, including both offline and digital touchpoints, is what builds customer loyalty.
As UX designers, we often focus too narrowly on the digital experience of the end product. But it’s not all about digital! Widening the lens beyond digital UX to include the entire ecosystem of actions is a much more impactful and meaningful way to design for the user.
Service Design provides a unique, holistic way of considering all touchpoints in the customer journey. And it’s not all that different from the design thinking that UX designers apply to digital products today! Service design uses many of the same principles, design thinking, methods, and tools – just at a much more intersectional and macro-level way.
This session will provide an overview of service design, why it’s important for UX designers, and how to start thinking about it. Using a case study of a non-profit looking to increase customer satisfaction, we’ll explore the challenges, lessons learned, and opportunities that service design provided.
Lucia Eversley was the guest presenter at the Jun 2010 program meeting hosted by BDPA Boston MetroWest chapter. Her topic was 'Service Delivery Management: Delivering Value to the Business"
Lucia is with The Procter & Gamble (PG) Global Business Management.
Nordstrom Rack | Hautelook: Building a Customer-Centered CultureUserTesting
Nordstrom Rack | Hautelook (NRHL), a Nordstrom Company, empowers shoppers through choice and discovery of fashion at great prices. NRHL serves customers with a large selection of merchandise in over 200 Nordstrom Rack stores nationwide, on the web, and through the NRHL mobile app. The UX team supports mobile, web and omni-channel initiatives and has been tasked to implement a customer-centered culture to create a seamless experience for its customers across all touchpoints.
In this webinar, Sherlyn Soo, Lead UX and Jessica Munoz-Miller, Sr. UX Researcher cover how UX has evolved at NRHL from infancy to its current state, including the journey of proving the business case for a UX team and research resources. Sherlyn and Jessica will discuss how simple UX research tools and strategies have driven cultural change within the organization of NHRL and improved digital products and experiences for customers across channels.
You'll learn:
- Challenges of building a user-centric culture
- How NRHL leverages UserTesting and other research tools to drive ROI
- How to make the voice of the customer a priority when faced with limited resources
How to Achieve World Class Customer Experience through Insightful IT Bobhallahan
An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.
Similar to Total Experience. How to create user-focused digital products that accelerate business growth (20)
Two faces of the same coin: Exploring the multilateral perspective of informa...ICDEcCnferenece
Adriana AnaMaria Davidescu, Professor, PhD, Department of Statistics and Econometrics. Two faces of the same coin: Exploring the multilateral perspective of informality in relation to Sustainable Development Goals. Fostering formal work with digital tools. (ICDEc 2022)
Leith Campbell, Adjunct Professor in the School of Engineering at RMIT University Australia & Managing Editor of Journal of Telecommunication and Digital Economy. Spreading the Word on the Digital Economy. (ICDEc 2022)
Possibilities and limitations of the Croatian police in communication via soc...ICDEcCnferenece
Ivana Radic, Robert Idlbek and Irena Cajner Mraović. Possibilities and limitations of the Croatian police in communication via social networks. (ICDEc 2022)
Changes in Global Virtual Team Conflict Over Time: The Role of Openness to Li...ICDEcCnferenece
Longzhu Dong, Robert Stephens and Ana Maria Soares. Changes in Global Virtual Team Conflict Over Time: The Role of Openness to Linguistic Diversity. (ICDEc 2022)
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Molka Triki and Amel Chabouni. Cause-related marketing: towards an exploration of the factors favoring the purchase intention of the tunisian consumer. (ICDEc 2022)
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Olfa Ismail. Relationship between culture and user's behavior in the context of information security systems: A qualitative study in SMEs. (ICDEc 2022)
A Maturity Model for Open Educational Resources in Higher Education Instituti...ICDEcCnferenece
Carla Reinken, Nicole Draxler-Weber and Uwe Hoppe. A Maturity Model for Open Educational Resources in Higher Education Institutions - Development and Evaluation. (ICDEc 2022)
AI-based Business Models in Healthcare: An Empirical Study of Clinical Decisi...ICDEcCnferenece
Marija Radic, Claudia Vienken, Laurin Nikschat, Thore Dietrich, Holger König, Lorenz Laderick and Dubravko Radic. AI-based Business Models in Healthcare: An Empirical Study of Clinical Decision Support Systems. (ICDEc 2022)
Towards a better digital transformation: learning from the experience of a di...ICDEcCnferenece
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Multi-cluster Kubernetes Networking- Patterns, Projects and GuidelinesSanjeev Rampal
Talk presented at Kubernetes Community Day, New York, May 2024.
Technical summary of Multi-Cluster Kubernetes Networking architectures with focus on 4 key topics.
1) Key patterns for Multi-cluster architectures
2) Architectural comparison of several OSS/ CNCF projects to address these patterns
3) Evolution trends for the APIs of these projects
4) Some design recommendations & guidelines for adopting/ deploying these solutions.
This 7-second Brain Wave Ritual Attracts Money To You.!nirahealhty
Discover the power of a simple 7-second brain wave ritual that can attract wealth and abundance into your life. By tapping into specific brain frequencies, this technique helps you manifest financial success effortlessly. Ready to transform your financial future? Try this powerful ritual and start attracting money today!
1.Wireless Communication System_Wireless communication is a broad term that i...JeyaPerumal1
Wireless communication involves the transmission of information over a distance without the help of wires, cables or any other forms of electrical conductors.
Wireless communication is a broad term that incorporates all procedures and forms of connecting and communicating between two or more devices using a wireless signal through wireless communication technologies and devices.
Features of Wireless Communication
The evolution of wireless technology has brought many advancements with its effective features.
The transmitted distance can be anywhere between a few meters (for example, a television's remote control) and thousands of kilometers (for example, radio communication).
Wireless communication can be used for cellular telephony, wireless access to the internet, wireless home networking, and so on.
ER(Entity Relationship) Diagram for online shopping - TAEHimani415946
https://bit.ly/3KACoyV
The ER diagram for the project is the foundation for the building of the database of the project. The properties, datatypes, and attributes are defined by the ER diagram.
ER(Entity Relationship) Diagram for online shopping - TAE
Total Experience. How to create user-focused digital products that accelerate business growth
1.
HOW TO CREATE USER-FOCUSED DIGITAL PRODUCTS THAT ACCELERATE GROWTH
TOTAL EXPERIENCE (TX)
INTERNATIONAL CONFERENCE ON DIGITAL ECONOMY 2022
2. 55% 60% 25%
of customers are expecting
better customer service year over year
Microsoft Global State of Customer Service
of large enterprises to use TX to
transform business models & achieve
world-class customer and employee
advocacy levels by 2026
Gartner
increase in satisfaction metrics for
CX and EX across organization
providing a total experience by 2024
Gartner
MARKET EXPECTATIONS
3. MOST COMPANIES FOCUS ON THE INDIVIDUAL EXPERIENCE AREAS
Customer Experience (CX)
Understand several dimensions of
customers: wants, needs, expectations,
beliefs, feelings, and past experiences
Employee Experience (EX)
Increase employee satisfaction,
retention, skill level, and productivity.
User Experience (UX)
Combine business objectives, user
needs, and design best practices to
optimize digital products.
Multiexperience (MX)
Interact across multiple touchpoints:
mobile apps, web Augmented Reality /
Virtual Reality (AR / VR) , wearables with
a combination of approaches: voice,
touch, vision, etc.
4. Total Experience is a business strategy that integrates employee experience, customer
experience, user experience and multi-experience across multiple touch-points to
accelerate growth.
• A holistic view of the customer and their issues
• Removes the friction between departments
• Eliminates silos between processes and disparate tools
WHAT IS
5. Customer Experience
How do we increase engagement with top 10%?
How can we keep customers happy?
What problem can we help them solve?
Employee Experience
What is most important to our employees?
How do we help them progress?
What can we improve at zero-to-no cost?
User Experience
What are the friction points?
How long does it take to get what they need?
Do we have enough
fl
exibility?
Multiexperience
Do we have the right platforms?
What provides the right interaction
based on each persona?
CX
MX UX
EX
TX ANSWERS MOST OF THE QUESTIONS
9. STAGE EXPERTISE
FOCUS AREA TOOLS USER TYPES MENTALITY
1. Problem Solution Fit User Experience User Pains and Gains
Prototypes & Value
Proposition Canvas
Recruits Discovery
2. Product Market Fit Product Management Viability
Minimum Viable Product and
Lean Canvas
Early Adopters Validation
3. Distribution Conversion Fit Marketing
Traction and
Pro
fi
tability
Paid, Earned, Owned Media Mass Audience Growth
PRODUCT FIT APPROACH
10. OUR APPROACH TO DESIGNING GREAT PRODUCTS
Ideate Prototype Build
BUILD A TEAM OF
FEARLESS
COLLABORATORS
DEFINE THE
PROBLEM
DEFINE CLEAR
STAKES AND
OPPORTUNITY
UNDERSTAND USER
SEGMENTS
DEFINE USER
PROFILES
MAP USER JOURNEYS
DISCOVER USER
FRICTIONS
RAPID PROTOTYPING
& DESIGN THINKING
INTRO TRAINING FOR
THE CLIENT EXECS
THAT WILL BE
ACTIVELY INVOLVED
IN THE SPRINT
HAVE A VALIDATED
IDEA
DEFINE THE WORK
STREAMS
BUILD THE ESSENTIAL
FEATURE
TEST > 20 USERS
ADD BRAND, FRONT
END & DESIGN
CONDUCT IN THE
FIELD
ALIGN TO THE
ORGANIZATION
TEST AT LEAST 100
USERS
MASTER OUTLINE
THAT INCLUDES THE
PROTOTYPES, MAIN
DIRECTIONS AND
CONCLUSIONS
FOLLOWING THE
SPRINT
4 WEEKS 4 WEEKS 1 WEEK 2 WEEKS 10 WEEKS 2-3 WEEKS ITERATIONS
1 WEEK
SOLUTION
DEPLOYMENT,
KNOWLEDGE
TRANSFER,
MAINTENANCE AND
SUPPORT
4-8 WEEKS
ALLOCATE
RESOURCES, SET &
BRIEF THE TEAM
1 2 3 4 6
5 7
Discovery User Insights Training Sprint Playbook MVP Full Scale Production
0
Mobilization
11. WHO the is the most valuable end-user of the product.
A Skunkworks unit of the Client and QUALITANCE/
Platform builder employees drive the project as one team.
• Explore requirements, constraints, all customer input.
• Draft Lean & Value Proposition Canvas to guide the
project and the product development.
• Build the core team and de
fi
ne key project objectives.
Business focus
LEAN CANVAS
VALUE PROPOSITION CANVAS
BRAINSTRUST TEAM PLAN
STEP 1: DISCOVERY
12. 3. Draft Business
Canvases together
With received inputs, the
problems and solutions are
mapped on the business
canvases.
Along with customer
segments, the canvases are
regularly updated
throughout the project;
collaboration and co-
creation is essential.
2. Receive input from
Client
Access to previous
customer research
conducted under the lens
of the target audience and
retail, core needs and
identi
fi
ed pains/friction, as
well as brand assets.
All business KPI’s, metrics
and key objectives are
drafted as inputs for all
canvas deliverables.
1. Build Core Team of
Client & QUALITANCE
The driving force from
start to launch, and
beyond.
Led by interviews and
selection process.
5. Kick off and con
fi
rm
milestones
CORE TEAM agrees on
project objectives and
outcomes.
Co-creation of timeline
and working sessions.
4. Plan team and
resources for RP session
Coordinate and agree
with the CORE TEAM the
schedule for the RP
stage.
All resources & materials
are planned well-ahead
of schedule to ensure the
maximum of validation
takes place over the 2-
day session.
DISCOVERY OVERVIEW
13. LEAN CANVAS
The Lean Canvas is a 1-page format for brainstorming
potential business models.
The blocks guide you through logical steps starting with your
customer problems through to your unfair advantage.
VALUE PROPOSITION
CANVAS
The Value Proposition Canvas is a tool which helps ensure
that a product/service is positioned around what the
customer values and needs.
TEMPLATES: LEAN & VALUE PROP CANVAS
14. Business focus
User focus
DEEP TESTING
DESIGN THINKING
PRODUCT POSSIBILITIES
It's all about understanding the user.
A TESTING PLAN is mandatory to maximize validation
with users.
• In-depth quantitative & qualitative interviews to
understand the end-users and their biggest needs.
• Testing low-
fi
delity creative prototypes with end-users
to explore possible solutions that can drive engagement
and behavior change.
• User Insights Report de
fi
nes the team design challenges
that are the starting point of the RP stage.
• Update the Canvas & create a Design Thinking Strategy
STEP 2: USER INSIGHTS
15. 3. Quant and Qual R1
Quant R1: deep mapping
questions that identify key
pains and gains of bank
customers.
e.g. What are the key reasons
why a mortgage process is a
dif
fi
cult experience for you? [A/
B/C/D]
Qual R1: motivation-
orientated Qual tests that
reveal real features and
bene
fi
ts for the bank
customers and agents.
e.g. What mortgage-related
aspects do you feel the bank
could improve to make the
experience easier for you?
2. Testing with
customers
Web-based as well as in-
depth 1:1 phone interviews
with customers.
All interviews are
transcripted and tagged on
Dovetail for transparent
review.
1. Draft Testing Plan
Identify testing goals &
create screening questions
that ensure the correct
demographic is engaged.
Validate propositions in
order to prepare relevant
rapid prototyping materials.
5. User Insights
Our data scientists de
fi
ne
the design challenges based
on validated insights and
opportunities.
These product and business
opportunities become
subject of a customer-
attended rapid prototyping
session.
Make recommendation for
client stakeholders to be
included in each rapid
prototyping team.
4. Quant and Qual R2
Quant R2: validation and
proposition discovery
featuring low-
fi
delity
prototypes to explore possible
solutions for bank customers
& agents.
e.g. What do you think are the
key things that create
satisfaction during the mortgage
process? [A/B/C/D]
Qual R2: validation with
stimulus that identi
fi
es our big
opportunities with bank
customers and agents.
e.g. Imagine an instant
communication tool that lets
customers interact with the
Bank throughout the whole
mortgage process. What would
it look like for you?
USER INSIGHTS OVERVIEW
16. EXAMPLES OF QUANTITATIVE RESEARCH RESULTS
Non-Clients
PAINS
Faster process | 35%
Real-time & extra info on process |
30%
Support in relation with 3rd
parties | 25%
GAINS
Best cost (interest) solution | 55%
Continuous support through
process | 10 %
Clear steps of the process | 25%
Clients
PAINS
Faster process | 51%
More clarity on documents | 26%
Real time info on status | 18%
GAINS
Continuous support through
process | 50%
Best cost (interest) solution | 28%
Explanatory steps &
documentation | 12%
Employees
PAINS
Document analysis | 50%
Process clarity & predictability | 53%
Client documents (too many) | 48%
EXPECTATIONS
Reduce document handling effort |
75%
A more digital end-to-end solution |
60%
Clear processes | 50%
17. EFFORTLESS + EMPATHY
Support Along the Whole
Process
TRANSPARENCY +
PREDICTABILITY
Real-time + Relevant
Information on Documents &
Next Steps
TIME
Speed of Financial
Services Process
EG. USER PAINS AND GAINS RESULTS
18. “EMPOWERING” PERSPECTIVE - CLIENTS & STAFF
TRANSPARENCY
Precise steps
Clear costs
Transparent
information
Smooth flows
Open time-to-yes
PREDICTABILITY
I need a “Yes” now!
I want a reliable “now”.
I want to know: what,
when and why?
...and what comes
next?
TIME
Time to look product &
bank
Time to find product &
bank
Time for bank decision
Time to money
3rd parties time
CONTROL
Trust the financing advice
Trust 3rd parties
Reliable documents
Financial eligibility
Impact on the future
19. TEST AND LEARN
VALIDATE
ENJOY!
All learnings from DISCOVERY & USER INSIGHTS stages
are embedded in prototypes for customer-facing sessions.
A 2-day RAPID PROTOTYPING SPRINT with ‘Design
challenges’ that have the end-user in mind.
Client Executives & QUALITANCE Certi
fi
ed Experts work
side-by-side with consumers to create & validate
propositions, user stories and marketing approaches.
Teams are split by target-audience, feature & theme.
STEP 3: RAPID PROTOTYPING
Building focus
TEST AND LEARN
VALIDATE
ENJOY!
20. 4. Two-Day RP session
Immersive 2-day offsite
session, featuring:
• 8 x Sprints focusing on
rapid prototyping, with
• 4 x teams
(15 x Client
Execs,
12 x
QUALITANCE
designers and
developers)
• min 20 x
customers to test
and validate
prototypes and
propositions
3. RP Employee Design
Challenges
Team 3: Internal
Customer: What if the
frontline employee has a
tracking system of a
mortgage
fi
le for the
Customer in his/her
portfolio and could know
the
fi
le status constantly?
2. RP Customer Design
Challenges
Team 1: Mortgage Customer:
What if the customer knows
what he/ she is supposed to do
along the mortgage journey,
both in
fi
nding the desired
home and the most suitable
fi
nancing solution?
Team 2: Mortgage
Customer & F/O Employee:
What if all parties involved in
the mortgage process - the
Client, the seller, the notary,
the evaluator, the Bank - may
be able to share mortgage-
related documents in a
common repository?
6. NPS report for recruits
A survey is shared to all
attendees after the
session for feedback.
This includes the
experience, as well as
their opinion of the
BANK.
We can discover how we
shift the attitudes of
retailers and consumers
before and after the
prototype testing.
This provides some
baseline metrics for
business impact.
5. Overnight test
Propositions and
prototypes created with
customers are uploaded
and shared overnight for
further validation from
our key demographics.
The results will be shared
on Day 2, so the teams
can continue re
fi
nement
of the identi
fi
ed
propositions.
This additional step in
validation increases the
rate of learning and
allows us the chance for
national testing.
1. Developers prepare
prototypes
QUALITANCE
developers build
prototypes based on
recommendations within
the User Insights Report.
With co-creation and
collaboration with the
BANK core team, these
validated prototypes are
featured in the RP
session.
RAPID PROTOTYPING OVERVIEW
21. STEP 4: PLAYBOOK
Roadmap focus
VALIDATION
INSIGHTS
MVP NEXT STEPS
Validated ideas from the RP session are developed into higher-
fi
delity prototypes with creative storyboards and educational
syllabus (aimed at the end-users), software and service
roadmap that announces the product to the market.
These prototypes / creative executions will be in a format
ready to be taken to Client's key markets for in-market testing
and further validating.
We will have a strong recommended roadmap for the MVP and
version 1.0 of the product.
22. Validation focus
MINIMUM VIABLE PRODUCT
BETA TEST
DE-RISK
STEP 5: MVP
Once validated in the Client's key markets via in-market
testing, we build the essential feature of the idea - in the
leanest manner, with the minimum amount of investment - into
an MVP.
With all the validation and consumer-input to date, we can
comfortably and con
fi
dently create ideas and executions that
we know the Client's customers will engage with, and
advocate;
The version of the product that we create will deliver the basic
functionality, allowing real users to interact with it, give us
feedback, and enable us to implement changes via a test-and-
learn mentality.
24. EACH EXPERIENCE IMPACTS AND INFLUENCES THE OTHER EXPERIENCES
CX
MX UX
EX
“Why” of Experience
Why do they want to engage?
Why do they stop engaging?
Why would they come to us vs our competition?
Why would they got the competition over us?
“What” and “How” of Experience
What is causing friction?
How can we simplify the path to their goal?
What do they need in an interface?
What platform is best to deliver communications?
25. TOTAL EXPERIENCE IS NOT ABOUT THE INDIVIDUAL EXPERIENCE VALUE
IT’S ABOUT THE EXPONENTIAL VALUE WHEN THESE EXPERIENCES ARE TRULY INTERLINKED
Customer Experience (CX)
Needs less friction and more delight
through a better user interface, more
options to communicate, and more
empowered employees
Employee Experience (EX)
Needs faster, better access with
empowerment across multiple channels,
platforms to delight customers
User Experience (UX)
Provide an effortless, more intuitive
navigation in less time and across
multiple devices
Multiexperience (MX)
Deliver better experiences with a
simpler interface across multiple
touchpoints and modalities: voice,
gestures, no-touch, etc
CX
MX UX
EX