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For Innovative Outcomes…
Which Coffee Shop Do You Prefer?
If you have two coffee shops right next to each other, and each sell the exact same
coffe...
Sample Answers
• Maybe one plays music and the other doesn't
• Maybe one takes credit cards or mobile payments and the oth...
The Experience Economy
Commodity Product Service Experience Transformation
Now people have shifted from passive consumptio...
Digital Has Disrupted Customer Behaviour And Now...
“Digital Is No More A Technology It’s A Lifestyle”
The new landscape :...
Three Trends That Calls For Systemic Changes In Your
Organization
Inclination Towards
Value in Services
The lines between
...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Do You “Earn The Right” To Growt...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
To Manage These Experiences, You...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Because…
9
experiences
influence...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Examples of Companies That Count...
“Service design is the shaping of service
experiences that really work for people. By
removing the lumps and bumps that ma...
Service Design Thinking – What, Why & When
WHAT WHY WHEN
When you want to answer these
questions:
• How do we entice servi...
Service Design Thinking –Where, Who & How
WHERE WHO HOW
• Listen - Uncover and articulate
the needs(information,
interacti...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Apply Service Design Thinking Ac...
We can help your organization answer these questions
• How to humanize the digital transformation?
• How can we use servic...
Service Design Thinking Offering (1/2)
SERVICE DESIGN PLANNING,
INNOVATION & BLUEPRINTING
We examine your organization goa...
Service Design Thinking Offering (2/2)
SERVICE DESIGN PROJECT
COACHING
As thought-partners we offer tactical
and strategic...
Related Services
MARKETERS STUDIO
Our marketers touchpoint workroom or
studio includes, creation of: brand
identities, log...
Examples of Interactive Workshops and Trainings
Training: Intro to
Service Blueprinting
Training: Intro to Buyer
Personas ...
Our Approach
In our hands-on workshops, we aim to "teach you to be independent“, so you can
facilitate and train others on...
Our Service Design Thinking Cheat Sheet
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpo...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Develop
Discover Define
Deliver
...
About Us
Innovatus Marketers Touchpoint works with start-ups, SME and corporate clients across to provide result oriented ...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Driven Leadership
Do your leader...
© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
Text Here
Download this awesome
...
Vidya Priya Rao| Founder and Director
+91-8080015500
vidyapriya.rao@marketerstouchpoint.com
Contact
http://marketerstouchp...
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Service design thinking consulting workshops

Service design thinking consulting and workshops for shaping service experiences that really matters for solid business outcomes.

Service design thinking consulting workshops

  1. 1. For Innovative Outcomes…
  2. 2. Which Coffee Shop Do You Prefer? If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, what makes you walk into one and not the other? OR © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 2
  3. 3. Sample Answers • Maybe one plays music and the other doesn't • Maybe one takes credit cards or mobile payments and the other is cash only • Maybe you like the layout of one over the other, or one has more comfortable seating • Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes Its all about the experience! All of these nuances relate to service design thinking! © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 3
  4. 4. The Experience Economy Commodity Product Service Experience Transformation Now people have shifted from passive consumption to active participation Ingredient, Natural, Extract, Fungible Standardized, User, Make, Tangible Deliver, Intangible, Client, Customization Guest, Personalized, Stage, Memorable In-control, Personalized, Guide, Empathy © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 4
  5. 5. Digital Has Disrupted Customer Behaviour And Now... “Digital Is No More A Technology It’s A Lifestyle” The new landscape : different customers, different goals, different needs, different channels, different intensity, different speed Service designers figure out what customers need over time, and how the company can deliver personalised experience - simply and consistently. Digital SavvyTraditional Experimental Transitional © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 5
  6. 6. Three Trends That Calls For Systemic Changes In Your Organization Inclination Towards Value in Services The lines between hardware, software and services are blurred or are disappearing. Increase in Customer Expectations Spoilt for choice, customers value their own entitlements – they live a “digital life” measured by new benchmarks. Growth and Impact of Digital Services earlier delivered by humans with certain expertise can now be partially delivered by technology. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 6
  7. 7. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Do You “Earn The Right” To Growth? “Delivering Experience” is the operational answer to these questions… Research Evaluation Selection Installation Usage Relationship Do they “know” me and help me proactively? Is it safe to recommend them? Are they reliable ? Do they show up when things go wrong? Is it possible to feel this way forever? Do they install per my needs and time? Do they get it right the first time? Would my colleagues/ family give this the seal of approval? business? Is it value for my money? How will they help me? Can I trust them? What would my best friend think of this? Did they make me smarter about my choices? 7 Repeatable Consistent Peace of Mind
  8. 8. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com To Manage These Experiences, Your Organization Needs To Change Its Thinking Make the experience more meaningful by making it relevant to the context. Think Context Activities are driven by motivations that can be social, monetary, ideological, emotional. Think Activities & Not Tasks • Understand what's going on in their minds as people have behaviours & desire that are effected by beliefs, attitudes, expectations, personality, experiences, emotion, prior knowledge • Have context that are relational, historical or emotional. Think People & Not Users 8
  9. 9. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Because… 9 experiences influence resultsattitudes drive behaviors deliver
  10. 10. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Examples of Companies That Count on Service Design Thinking for Innovation…. 10 & more… * Please note we have not consulted these companies
  11. 11. “Service design is the shaping of service experiences that really work for people. By removing the lumps and bumps that make them frustrating, and then adding some magic to make them compelling.” - Mat Hunter, chief design officer at the Design Council © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 11 Service Design Is…
  12. 12. Service Design Thinking – What, Why & When WHAT WHY WHEN When you want to answer these questions: • How do we entice service users? • How do they enter into the service? • What is their service experience? • How do they exit from the service? • And how do we extend the service experience to retain them as a repeat service user? Service design thinking is the designing and marketing of services to customer that improves the end-to-end service experience across all channels and touchpoints from a customer & organization perspective. It’s a creative and human-centric holistic approach that improves quality of service, information shared and interactions. Service design is a must, to identify, develop and validate new concepts or improve existing ones to • improve competitiveness • retain customers, partners and employees • build a sustainable company. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 12
  13. 13. Service Design Thinking –Where, Who & How WHERE WHO HOW • Listen - Uncover and articulate the needs(information, interaction & transaction) of the people you are designing for. • Priority - Identify hotspots where customer pain is high & it is causing a significant business impact • Create - Translate need into opportunities and create solutions • Deliver – Develop a clear, shared view of what you deliver to a customer and how each area of business plays a role in delivery. Where you can apply this: • Improve your service offering • Design a new service that mixes digital and non-digital touchpoints • Lost track of how the service gets produced • To differentiate your services • Designing a service or product that is involved in producing other services • Formalize a high-touch service into a lower-touch form • Opportunities for cost saving or increase profit. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 13 Stakeholders include: • Service Customers (who purchase the service) • Service Users (who consume the service) • Front stage service employees (Sales, Customer Care, Marketing etc) • Back stage service employees (IT, HR, Operation, Finance etc.) • Partner service employees
  14. 14. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Apply Service Design Thinking Across Businesses Automotive Travel & Hospitality Media & Entertainment Banking & Finance Services Manufacturing Energy & Utility Healthcare Technology Retail eCommerce Insurance & many more… Accelerate business growth through service design thinking innovation. Your business size is not the constraint, your mindset is. 14
  15. 15. We can help your organization answer these questions • How to humanize the digital transformation? • How can we use service design thinking methods and tools to build sustainable relationships with customers? • How can we leverage both traditional and non-traditional data sources to design and operate services or product-service systems to become a stronger and more competitive brand? • How to make the company’s employees understand that customer care is an integral part of their job? • How to build a culture where employees come first and customers second? At Innovatus Marketers Touchpoint LLP: We help you to re-examine your customer, employee and stakeholder touchpoints and behaviours would reveal opportunities to improve customer and employee experience. We focus on a real project or challenge your organization or team is facing by gathering real insights, and help you create solutions. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 15
  16. 16. Service Design Thinking Offering (1/2) SERVICE DESIGN PLANNING, INNOVATION & BLUEPRINTING We examine your organization goals, uncover both tactical and strategic areas of opportunity to improve your service experiences and make sure your CX & EX priorities are right. We help generate powerful alignment across cross- functional teams and blueprint key scenarios. EXPERIENTIAL SERVICE DESIGN WORKSHOPS & TRAININGS We facilitate a number of trainings and interactive workshops to help your organization understand the importance of CX, EX and what it takes to achieve long-term success . We run it for your leadership teams, EX & CX organization and broader set of employees. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 16
  17. 17. Service Design Thinking Offering (2/2) SERVICE DESIGN PROJECT COACHING As thought-partners we offer tactical and strategic advice and expertise to get your digital transformation , customer experience projects off the ground, with the option for you to ask questions or seek feedback on your efforts. MESMERIZING SPEECHES If you’re planning a meeting or an offsite event, we’ll charge the session with compelling CX/EX content. We can engage your audience on a wide range of topics related to customer and employee experience, digital transformation focusing on why you are embarking on this journey. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 17
  18. 18. Related Services MARKETERS STUDIO Our marketers touchpoint workroom or studio includes, creation of: brand identities, logos, websites, campaigns, videos, infographics, illustrations, animations etc. MARKETERS CTO Information Technology is central to marketing. We identify the relevant tools (Marketing Automaton, CRM, CSM, PRM etc) and identify the relevant integrations to capture data, make sense of it by generating valuable insights for taking timely decisions. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 18
  19. 19. Examples of Interactive Workshops and Trainings Training: Intro to Service Blueprinting Training: Intro to Buyer Personas and Interviewing Training: Intro to Customer Journey Mapping, Employee Journey Maps Workshop: Touchpoint Mapping Strategy Workshop: Service Value Positioning Workshop: Creating Empathy Maps © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 19
  20. 20. Our Approach In our hands-on workshops, we aim to "teach you to be independent“, so you can facilitate and train others on how to use the tools when we are not around. Practical & Actionable Hands On & Empowering Tailored & Accessible Focus on generating actionable insights and real work that goes into your touchpoint experiences, roadmaps and product backlogs, both tactical and strategic. We dive right in with hands-on, interactive methods that teach you to fish and enable and empower your cross-functional team. Streamlined, tailored approach to your opportunity space, laser-focus on the problem at hand, optimized process to make service design accessible to people and teams who’ve never done it before or stuck-up, and “just enough” theory to help you get moving. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 20
  21. 21. Our Service Design Thinking Cheat Sheet © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 21 User +Need +Insight = Point Of View Discover Empathize Define Ideate Prioritize Develop Deliver Refine & Scale Go beyond the obvious! Explore a wide range and variety of ideas. Make your ideas visible. Its all about Yes! And… Yes! And… Yes! And… Shortlist – identify what matters most! Define MVP (Minimum viable product) Show, what you told you are working on. Final testing and launch. Improve , refine ideas based on feedback. Do it as many times as possible. Enter new market! Switch gears. Fill your brain with creative stimuli, create a brief that frames the fundamental challenge bothering customer. Outside-in thinking – look at your business from a customer’s perspective. Build to learn! Create prototype, test, fail fast, learn from end uses, iterate… Strategy Find the right problem and it’s variant & assess fit to business priorities. 01 02 03 04 05 06 07 08 2 3 1
  22. 22. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Develop Discover Define Deliver We Use Practical Tools Like… Affinity Diagrams, Buyer Personas, Mind Maps, Issue Cards, Touchpoint Analysis & Mapping, Weak Signal Exploration, Future Scenarios, User Shadowing, User Survey, Service Safari, Stakeholder Interviews,, Motivation Matrix, Empathy Maps, Value Network Mapping & Analysis, Mood Board, Culture Scan, Incentive Scan, Tomorrow Headlines… Brainstorming, Design Games, Drama, Actor Maps,, Storytelling, Context Mapping, Concept Poster, Trend Cards, What if, Customer Journey Mapping, Prioritising, Use Cases, Role Playing, Employee Journey Mapping, Role Scripts, Group Sketching, Stakeholder Journey Mapping, …. Road Mapping, Service Blueprinting, Prototyping, Usability Testing, Task Analysis Grid, Service Innovation Canvas. Business Model Canvas, Style Guidelines, Mockup Camps… Testing, KPI, Net Promoter Score (NPS), Continuous Scanning Of Trends & Weak Signals, Scenario Building, Voice of Employee...etc. 22
  23. 23. About Us Innovatus Marketers Touchpoint works with start-ups, SME and corporate clients across to provide result oriented and cost- effective integrated marketing and sales solutions. Innovatus Marketers Touchpoint LLP is a marketing and sales consulting and services firm. Our focus is to help our clients design and market products and services to create outstanding customer, employee and stakeholder experiences. We partner with our clients to define a new, experential approach that meets the needs of our digitally-connected world, where the lines between products, software, and services are disappearing, and designing for how we serve the human need is more important than ever. We have been successful in earning the trust of our clients by harnessing the power service design thinking tools and technology to enhance their business processes and improve overall profitability. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 23
  24. 24. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Driven Leadership Do your leaders consistently walk the talk and operate on a set of well articulated values? Credible & Practical Brand Values Do you deliver your brand promises consistently to your customers and stakeholders? Empowered & Engaged Employees Do you treat employees like they will make a difference to achieving the goals of your organization? Harness VoC Power Is voice of customer and insight embedded throughout your internal processes? How Are We Different 24 We help you build competencies that are required to sustain long term success. We combine our thought leadership and your ground realities (voice of your business, customers, employees and process's) to understand the dynamics of your organization and accelerate CX & EX results.
  25. 25. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Text Here Download this awesome diagram. Service Experience Is A Journey, Not A Project 25 Partner with us in building the capabilities to consistently delight customers.
  26. 26. Vidya Priya Rao| Founder and Director +91-8080015500 vidyapriya.rao@marketerstouchpoint.com Contact http://marketerstouchpoint.com https://in.linkedin.com/in/vidyapriyarao

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