Service Design Breakfast: Service acceptance boosted by e-learning - Jouni Tuominiemi, HiQ

Service Design Breakfast 28 Nov 2012

Service Acceptance Boosted by E-learning

Jouni Tuominiemi, HiQ Finland

Illustrations: Alana Riihelä, HiQ Finland

HiQ Corporation

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Results. Responsibility. Simplicity. Joy.

• 1300 IT and business

specialists in Sweden, Finland

(~ 250), Denmark and Russia

• Best IT Consultancy 2007-2010

(Veckans Affärer)

• ICT Project of the Year 2011 in

Finland

• Goals: Quality, Profitability,

Growth – in this order

HiQ is an IT and management consultancy company specialising

in communications, software development, and business critical IT.

”What on earth is e-learning?”

”If user needs help in usage, the service design has failed”

• Not every service is simple: professional use often means

• loads of necessary, even critical, features

• connections to other systems and processes

• Where should the money be invested in?

• only (over)simplifying the service

OR

• also in instructing the user

• Interactive study material

• great help, but no excuse for skipping service design

• cost effective way for communicating best practices

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Morale curve after somewhat unsuccessfull service launch

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Gradual Acceptance

Integration

Enhanced

Performance

Denial Shock

Denial

Depression

Anger/Panic

Shock

Worst case scenario

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Shock

Denial

Depression

Hostility

Anger/Panic

Each user studying a new service themselves in advance well before the launch or…

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Morale curve after successfull study material launch

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Integration

Enhanced

Performance

Shock

Mild disappointment

Moderate shock

Denial

Denial

”They won’t attend the training anyway”

Learners can be motivated to start and also complete an interactive course

• Sneak preview

• Relevance

• Localisation

• Gaming

• Competition

• Score

• Money

• Lottery

• Fun

• Looks

• Compulsion

• Diploma

• Learning!

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Thank you