Prioritisation<br />Clustering<br />Stakeholder Mngt.<br />Daniel Ewerman, CEO, Transformator Design Group AB<br />Daniel....
Daniel Ewerman<br />SERVICEDESIGNER<br />Industrial Design MFA Konstfack<br />Founder of Transformator & CEO <br />
Service Design<br />1998 <br />Konstfack, Umeå Industridesign, Berghs & Chalmers<br />
2006<br />1998<br />2010<br />SERVICE DESIGN<br />SERVICE DESIGN<br />
Channel Independent <br />
Customer Insight Driven Service Innovation Method <br />
Customer Research Methods<br />&<br />Innovation Methods<br />
Customer Iterative <br />and Prototyping<br />
Experience Management <br />&<br />Change Management<br />
The result of what we <br />Do is services that are  <br />attractive for the customer <br />&<br />profitable for the ser...
Prioritisation<br />Clustering<br />Stakeholder Mngt.<br />
PARKÖR<br />FASTIGHETSÄGARE<br />
 Har dom varit här och kollat den här veckan?<br />Varför har jag fått en bot?<br />Behöver nytt tillstånd<br />Har du tän...
Prioritisation<br />& <br />Clustering<br />
Yes<br />Now<br />In 6 month<br />In 2 years<br />In 5 years<br />Marketing<br />No<br />Not our role<br />No business opo...
Insight Prioritization tool<br />Strong Insight<br />1<br />2<br />Conrete insight<br />2<br />3<br />
Key Touch Points in the Customer Journey Mapping<br />
Idea Prioritization tool<br />High Customer Experience Impact<br />1<br />2<br />High Feasability<br />2<br />3<br />
Customer Insights<br />Business Opportunity<br />Feasibility<br />Brand Position<br />Passion<br />Customer Insights<br />...
Customer Journey Mapping VS BluePrint<br />User/Customer Needs and Behaviors<br />User/Customer Experience<br />Physical E...
Affinity diagram<br />Process<br />Note each idea/Insight on notes<br />Look for ideas/Insights that seem to be related<br...
6W<br />What?<br />Why?<br />Who for?<br />When?<br />Where?<br />With who?<br />
INSIGHTS<br />SOLUTION<br />RESPONSE<br />
Internal Stakeholder Map<br />Influence / Power<br />Power / Agenda / Budget / Driving Force / Pain & Gain<br />Neutral / ...
Thanks!<br />
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Daniel Ewerman | Service Design course | Berghs

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Prioritisation, clustering and stakeholder Management at Berghs Service Design Course

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Daniel Ewerman | Service Design course | Berghs

  1. 1. Prioritisation<br />Clustering<br />Stakeholder Mngt.<br />Daniel Ewerman, CEO, Transformator Design Group AB<br />Daniel.ewerman@transformatordesign.se<br />http://www.transformatordesign.se/<br />
  2. 2. Daniel Ewerman<br />SERVICEDESIGNER<br />Industrial Design MFA Konstfack<br />Founder of Transformator & CEO <br />
  3. 3. Service Design<br />1998 <br />Konstfack, Umeå Industridesign, Berghs & Chalmers<br />
  4. 4.
  5. 5. 2006<br />1998<br />2010<br />SERVICE DESIGN<br />SERVICE DESIGN<br />
  6. 6.
  7. 7. Channel Independent <br />
  8. 8. Customer Insight Driven Service Innovation Method <br />
  9. 9. Customer Research Methods<br />&<br />Innovation Methods<br />
  10. 10. Customer Iterative <br />and Prototyping<br />
  11. 11. Experience Management <br />&<br />Change Management<br />
  12. 12. The result of what we <br />Do is services that are <br />attractive for the customer <br />&<br />profitable for the service provider<br />
  13. 13. Prioritisation<br />Clustering<br />Stakeholder Mngt.<br />
  14. 14.
  15. 15.
  16. 16.
  17. 17.
  18. 18.
  19. 19.
  20. 20. PARKÖR<br />FASTIGHETSÄGARE<br />
  21. 21. Har dom varit här och kollat den här veckan?<br />Varför har jag fått en bot?<br />Behöver nytt tillstånd<br />Har du tänkt på att…<br />
  22. 22.
  23. 23.
  24. 24.
  25. 25.
  26. 26.
  27. 27.
  28. 28. Prioritisation<br />& <br />Clustering<br />
  29. 29. Yes<br />Now<br />In 6 month<br />In 2 years<br />In 5 years<br />Marketing<br />No<br />Not our role<br />No business oportunity<br />Good to be prepared<br />
  30. 30. Insight Prioritization tool<br />Strong Insight<br />1<br />2<br />Conrete insight<br />2<br />3<br />
  31. 31. Key Touch Points in the Customer Journey Mapping<br />
  32. 32. Idea Prioritization tool<br />High Customer Experience Impact<br />1<br />2<br />High Feasability<br />2<br />3<br />
  33. 33. Customer Insights<br />Business Opportunity<br />Feasibility<br />Brand Position<br />Passion<br />Customer Insights<br />Business Opportunity<br />Feasibility<br />Brand Position<br />Passion<br />
  34. 34. Customer Journey Mapping VS BluePrint<br />User/Customer Needs and Behaviors<br />User/Customer Experience<br />Physical Evidence<br />User/Customer Actions<br />Touch Point / Onstage<br />Staff Activity / Backstage <br />Supporting Processes<br />Customer Journey Mapping <br />BLUEPRINT<br />
  35. 35.
  36. 36. Affinity diagram<br />Process<br />Note each idea/Insight on notes<br />Look for ideas/Insights that seem to be related<br />Sort notes into groups until all notes have been used<br />Create headlines for the sorted groups of notes<br />You may sort large clusters into subgroups for easier management and evaluation<br />
  37. 37. 6W<br />What?<br />Why?<br />Who for?<br />When?<br />Where?<br />With who?<br />
  38. 38.
  39. 39. INSIGHTS<br />SOLUTION<br />RESPONSE<br />
  40. 40. Internal Stakeholder Map<br />Influence / Power<br />Power / Agenda / Budget / Driving Force / Pain & Gain<br />Neutral / Negative / Positive<br />Maintain Relation / Build Relation<br />Process Input / Output<br />
  41. 41.
  42. 42. Thanks!<br />

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