Paul Mutsaers & Anna-Louisa Peeters - Making in-house service design the new...Service Design Network
Making in-house service design the new standard
7 Learnings to get there!
Abstract:
How to become the most customer centric bank in the Netherlands? To meet that challenge Rabobank has moved to service design in-house, underlining our vision that customer experience is vital to achieve competitive advantage. The journey has been both challenging and rewarding. We’ve learned a lot along the way: such as the fruitfulness of structural collaboration between service designers and customer journey managers to drive the change towards customer centricity. In this session, Paul Mutsaers (Customer Journey Manager) and Anna-Louisa Peeters (Service Designer) will share Rabobank’s 7 key learnings in their journey towards a successful service design practice that is embedded in this major financial institution.
Innovation:
One aspect that really sets us apart in how we work is that we link every service designer to a customer journey manager, who is the project sponsor. They operate as a mutually reinforcing duo in improving customer experience, ranging from small adjustments to large innovations. The designer provides research, creative facilitation and design expertise, and the customer journey manager ensures that all relevant stakeholders are involved from start to finish. This unique collaboration has proven to be very successful, for example to create support for the service design project results within our large organization and ensuring the designs get realized. This is certainly interesting for other companies to experiment with.
Carla Rocha Morais: Using employee experience design in human resources manag...Service Design Network
Managers around the world are being challenged on the Attractiveness of their companies, and on Loyalty and Motivation of their employees. Most of them are looking for solutions on the same usual places, and therefore creating defragmented experiences for their collaborators. Reality shows that people are dealing with serious workload and over-communication systems; new technologies are both helping and giving additional constrains and challenges (Industry 4.0) to work routines; younger professionals have different expectations and demands, and they are all in need of better talent and assessment management. In this presentation, we will show how Employee Experience Design is helping re-inventing organisations and processes, making them more simple and where people feel happy and engaged.
Sarah Drummond, Julianne Coughlan & Karen Fitzgerald: Ireland's first Service...Service Design Network
Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.
IT consulting companies in India carries out a significant role when it comes to helping to maintain the employee’s productivity and saving money and time.
Paul Mutsaers & Anna-Louisa Peeters - Making in-house service design the new...Service Design Network
Making in-house service design the new standard
7 Learnings to get there!
Abstract:
How to become the most customer centric bank in the Netherlands? To meet that challenge Rabobank has moved to service design in-house, underlining our vision that customer experience is vital to achieve competitive advantage. The journey has been both challenging and rewarding. We’ve learned a lot along the way: such as the fruitfulness of structural collaboration between service designers and customer journey managers to drive the change towards customer centricity. In this session, Paul Mutsaers (Customer Journey Manager) and Anna-Louisa Peeters (Service Designer) will share Rabobank’s 7 key learnings in their journey towards a successful service design practice that is embedded in this major financial institution.
Innovation:
One aspect that really sets us apart in how we work is that we link every service designer to a customer journey manager, who is the project sponsor. They operate as a mutually reinforcing duo in improving customer experience, ranging from small adjustments to large innovations. The designer provides research, creative facilitation and design expertise, and the customer journey manager ensures that all relevant stakeholders are involved from start to finish. This unique collaboration has proven to be very successful, for example to create support for the service design project results within our large organization and ensuring the designs get realized. This is certainly interesting for other companies to experiment with.
Carla Rocha Morais: Using employee experience design in human resources manag...Service Design Network
Managers around the world are being challenged on the Attractiveness of their companies, and on Loyalty and Motivation of their employees. Most of them are looking for solutions on the same usual places, and therefore creating defragmented experiences for their collaborators. Reality shows that people are dealing with serious workload and over-communication systems; new technologies are both helping and giving additional constrains and challenges (Industry 4.0) to work routines; younger professionals have different expectations and demands, and they are all in need of better talent and assessment management. In this presentation, we will show how Employee Experience Design is helping re-inventing organisations and processes, making them more simple and where people feel happy and engaged.
Sarah Drummond, Julianne Coughlan & Karen Fitzgerald: Ireland's first Service...Service Design Network
Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.
IT consulting companies in India carries out a significant role when it comes to helping to maintain the employee’s productivity and saving money and time.
Florian Fischer & Anna Marchuk: Delivering a Service Design MindsetService Design Network
Service innovation is a lot about people. 1 year ago there was a new team without a shared vision, pile of unstructured features and many ideas - typical challenge of a large corporation. We want to share a story of solving it by changing mindset of the people and developing a service-design toolbox for going from ideas to implementation of digital mobility services at BMW. Our practical insights will show how to use service design methods to: align expectations of individuals and create teams that work towards a common vision; address the challenge of not starting from scratch by identifying ideas that are worth keeping; foster customer-centric mindset and focus on holistic experiences.
Aberdeen/FieldAware Building a Culture of Service Excellencefieldaware1
Resource POS, a POS systems and solutions provider based out of Chicago, implemented FieldAware's field service management solution to transform their service business. In collaboration with FieldAware, Aberdeen and Resource POS lead this informative metric-packed presentation to describe the challenges facing companies with field service engineers. They tell how implementing FieldAware's field service management solution has made a positive impact on the operations for Resource POS.
Understand how you can develop whole new value propositions and ecosystem to bring focus at end users, other businesses, internal partners, or colleagues. Capture end-to-end understanding of service at all touch points.
https://astrolabs.com/event/what-is-service-design/
Designing a CX Program for Business ResultsQualtrics
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
Using case studies from our experience at Memorial Sloan Kettering Cancer Center, we will demonstrate how service designers and behavioural scientists can collaborate to increase the effectiveness of implementation. We have found that empathizing with all players within an ecosystem, combined with embedding a behavioural perspective throughout the design process, helps facilitate stakeholder buy-in and effective design rollout. Looking at the experience through a behavioural lens focused on the decisions and behaviours of all players allows for a critical reframing of issues that are initially presented as operational challenges.
What can IT Consulting Services Deliver for Your Business - Important Aspects...Dynamic Excel
“Consulting offered me an opportunity to see a lot of different businesses in different regions of the world, to see how textiles were being affected by foreign competition, how technology is changing to achieve optimum level productivity for business”. Mitt Tiron
We are Shropshire Council Business Design. We use design thinking to support the public sector to create flexible and new ways of working which put people at the heart.
http://shropshire.gov.uk/business-design/
Service Design 101: Innovating and Improving the Customer ExperienceBluespire Marketing
During this Bluespire TrendLab webinar, you’ll learn the basic principles and philosophies of service design, along with how service design can help uncover impediments to great consumer experiences.
Main themes of the webinar included:
• The four main principles of service design and how they build off and support each other
• How organizations realize full opportunities by including service design into development processes
• How service design can help uncover impediments to great consumer experiences
Florian Fischer & Anna Marchuk: Delivering a Service Design MindsetService Design Network
Service innovation is a lot about people. 1 year ago there was a new team without a shared vision, pile of unstructured features and many ideas - typical challenge of a large corporation. We want to share a story of solving it by changing mindset of the people and developing a service-design toolbox for going from ideas to implementation of digital mobility services at BMW. Our practical insights will show how to use service design methods to: align expectations of individuals and create teams that work towards a common vision; address the challenge of not starting from scratch by identifying ideas that are worth keeping; foster customer-centric mindset and focus on holistic experiences.
Aberdeen/FieldAware Building a Culture of Service Excellencefieldaware1
Resource POS, a POS systems and solutions provider based out of Chicago, implemented FieldAware's field service management solution to transform their service business. In collaboration with FieldAware, Aberdeen and Resource POS lead this informative metric-packed presentation to describe the challenges facing companies with field service engineers. They tell how implementing FieldAware's field service management solution has made a positive impact on the operations for Resource POS.
Understand how you can develop whole new value propositions and ecosystem to bring focus at end users, other businesses, internal partners, or colleagues. Capture end-to-end understanding of service at all touch points.
https://astrolabs.com/event/what-is-service-design/
Designing a CX Program for Business ResultsQualtrics
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
Using case studies from our experience at Memorial Sloan Kettering Cancer Center, we will demonstrate how service designers and behavioural scientists can collaborate to increase the effectiveness of implementation. We have found that empathizing with all players within an ecosystem, combined with embedding a behavioural perspective throughout the design process, helps facilitate stakeholder buy-in and effective design rollout. Looking at the experience through a behavioural lens focused on the decisions and behaviours of all players allows for a critical reframing of issues that are initially presented as operational challenges.
What can IT Consulting Services Deliver for Your Business - Important Aspects...Dynamic Excel
“Consulting offered me an opportunity to see a lot of different businesses in different regions of the world, to see how textiles were being affected by foreign competition, how technology is changing to achieve optimum level productivity for business”. Mitt Tiron
We are Shropshire Council Business Design. We use design thinking to support the public sector to create flexible and new ways of working which put people at the heart.
http://shropshire.gov.uk/business-design/
Service Design 101: Innovating and Improving the Customer ExperienceBluespire Marketing
During this Bluespire TrendLab webinar, you’ll learn the basic principles and philosophies of service design, along with how service design can help uncover impediments to great consumer experiences.
Main themes of the webinar included:
• The four main principles of service design and how they build off and support each other
• How organizations realize full opportunities by including service design into development processes
• How service design can help uncover impediments to great consumer experiences
IN THIS SUMMARY
In Service Innovation, innovation strategist Lance A. Bettencourt shows marketers what they need to do to ensure that customers’ service needs are met. Based on the author’s nearly 20 years of experience helping major corporations in the insurance, financial services, information services, professional services, and other service industries innovate, the book provides concrete, practical advice on crafting strategies that will help companies develop the innovative services they need to remain or become competitive. It shows readers how they can adopt outcome-driven innovation, which focuses on what the customer wants to achieve. Although the book’s focus is on services, most of its insights and recommendations also apply to product innovation as well.
SUBSCRIBE TODAY
http://www.bizsum.com/summaries/service-innovation
Learn how to use Cherwell Self-Service Portal to drive productivity, increase “call avoidance,” create an educated end user community, and maintain visibility into reporting and metrics that matter. Topics will include the following: how to design the self-service portal for user acceptance (ease of use, one-click functionality); how user feedback drives innovation; rich service catalog; and knowledge offerings.
This session will also include how to integrate the functionality most important to your business.
Return on Design: The business value of design for servicesCsilla Narai
Service design is at the forefront of innovation and customer-centered business value generation. This deck explains how we, service designers approach problems, what tools we use and what exactly you, as a decision maker gain from working with us.
Ux & Why Your Business Needs It (3Leaf Consulting)Thomas Watkins
User experience can make or break the success of your product. In this deck, we explain why and show you how 3Leaf's offerings address your needs as a business leader.
A quick overview of service design by Nick Marsh of Engine service design. What is service design? Why is it? Where's it going next?
Delivered at HyperIsland, Stockholm, September 2007
Customer satisfaction is a critical measure of success for all shared services organizations. “Customer Satisfaction” is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services and Outsourcing Network (SSON). Part five covers approaches and techniques for measuring satisfaction and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.
For more information, please visit www.scottmadden.com or http://www.scottmadden.com/insight/499/shared-services-customer-satisfaction.html.
Similar to What is Service Design: Tampa Service Jam (20)
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
Storytelling For The Web: Integrate Storytelling in your Design ProcessChiara Aliotta
In this slides I explain how I have used storytelling techniques to elevate websites and brands and create memorable user experiences. You can discover practical tips as I showcase the elements of good storytelling and its applied to some examples of diverse brands/projects..
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
2. What is service design?
If you asked 10 people what service design is, you would end up
with eleven different answers – at least.
- This is Service Design Thinking
Service design helps to innovate or improve services to make
them more useful, usable and desirable for clients; and efficient
and effective for organizations. It is holistic, multi-disciplinary
and integrative.
- Stefan Moritz, 2005
2
3. What is service design?
Service design is an approach to understanding your actual
service, as opposed to your documented or aspirational service,
and finding meaningful ways to improve it.
A design approach to service improvements is inclusive and
holistic. By knowing and understanding each stakeholders’ role
in the service delivery, you can identify areas for improvement
that positively impact the entirety of the service relationship;
improve customer satisfaction, enjoyment and retention; and
increase efficiency, profitability and sustainability.
3
4. What is service design?
• Actual service: The service as experienced by those delivering and using
the service. This is discovered through user research, interviews and
journey mapping.
• Inclusive and holistic: the approach must include perspectives from a
wide array of Stakeholders in the service, from customers to front-line and
backstage staff, from IT to marketing, and from C-level to entry level. This
helps to ensure that you are discovering actual service experiences and
problems.
• Service relationship: delivering services should be about building
relationships with your customers, not just transacting with them. A
service design approach can help you understand what your customers
really want from you and what would constitute a “relationship” from
their perspective.
4
5. What is service design?
• Service design isn’t a specific toolset or methodology as much
as a way of thinking about the product or service you are
delivering to your constituency.
• Service design is about being intentional in defining and
designing the experience you want your customers to have,
and being operationally and culturally capable of delivering
that experience.
• Service design thinking can be used within your current
planning, development and change management processes. It
is complementary, not competitive.
5
6. Why use service design?
• The “service industry” accounts for around 75% of the Western
economy
• Services are rarely designed with the same care and attention as
products
• The service provided, not necessarily the product being sold, is
what differentiates companies selling similar, commoditized
products.
• Better designed services lead to greater customer loyalty – from
higher-paying customers – and more efficient business processes.
• Service experiences and relationships cannot be copied
• 80% of employment is service related
• Happy employees stay longer and are more productive
6
8. Service design is iterative and tool-based
8
• Stakeholder and customer
interviews and maps
• Shadowing
• A day in the life
• Personas
• Service scenarios
• Storyboards
• Service prototypes
• Service blueprints
• Customer lifecycle
mapping
• Process modeling
• Success metrics
• Reporting and
Analytics
• QA
• Service delivery
interviews
9. How does design improve customer experience?
• Everyone wants to provide a good “customer experience” but
it’s not always clear what that means to your customers.
• Service design is an approach to discover what your
customers really want from you, how and when they want it.
• Once you know what your customers really expect from you,
you are better able to deliver it.
• You will be surprised. Improving customer experience often
means making changes that benefit the customer tangentially,
but directly involve operational changes: staffing,
management, IT, incentives, etc.
9
10. Case study from Forrester
10
Source: Forrester Research, Inc.
When Adobe redesigned its agents’
desktop software, the payoff was
enormous: a 15% reduction in
average handle time, a 400%
acceleration in training
time due to an interface that guided agents on what to do next, and huge uptick in
agent retention.
11. Resources
• This is Service Design Thinking (book and website): tisdt.com
• Service Design Tools: servicedesigntools.org
• Design Thinking Network: designthinkingnetwork.com
• Service Design Network: service-design-network.org
• Slideshare.com: search “service design”
11