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Organizations Powered by Service Design Cathy Huang| Founder | CBi China Bridge Angela Li| GM & Partner| CBi China Bridge
Cathy Huang Serial Entrepreneur Leader, Mentor & Mother of 2
2 CBi – confidential aterial - 2017
Angela Li SD Mentor &
workshop facilitator
CBi – confidential aterial - 2017
Values Chinese Model of Thinking Western Model of Thinking
Philosophy 哲学 Confucius, etc. 孔⼦子 Plato, etc. 柏拉图
Society 社会 Collec5vist 集体主义 Individualist 个⼈人主义
Order 秩序 Hierarchy 阶级 Equality 平等
Decision 决策 Authoritarianism 权威 Democra5sm 民主
Communica5on 沟通 Implicit communica5on 含蓄 Direct communica5on 直接
Method ⽅方法 Study 学习 Research 研究
Value 价值 Family 家庭 Self ⾃自⾝身
Measurement criteria 评估标准 Harmony & Balance 和谐平衡 Results 结果
Interpersonal Rela5ons 关系 Co-‐dependence 共存 Independence 独⽴立
Way of Crea5on 创造⽅方式 Individual’s talent 个⼈人才华 Collabora5on 团队协作
Structure 结构 Curvilinear 曲回 Linear 线性
FoundaDons of Chinese & Western Value Systems
Our Client’s Challenges:
“I want to be a pioneer of service innovation in the financial industry. How can we apply service design?”
CBi – confidential material - 2017
Our Client’s Challenges:
“How can I better understand shared mobility uses and future opportunities in autonomous driving and the mobility market?”
CBi – confidential material - 2017
Our Client’s Challenges:
“I want to create something original! How can I inspire my employees to be more creative?”
CBi – confidential material - 2017
Our Client’s Challenges:
“I have heard so many thought leaders talking about innovation, but I’m still unsure of how to implement it. What should I do?”
CBi – confidential material - 2017
Our Client’s Common Challenge:
“How can I set up our organization to bring good ideas to reality and make sure we are successful in the Chinese market？”
CBi – confidential material - 2017
As a leader, you need to have these capabilities
For systematic and holistic innovation, users and stakeholders must become part of the thought group
System Design
CBi – confidential material - 2017
Before, during, and after the experience, all the touchpoints must all be considered. The people, infrastructure, communication flow, and logistics can all be used to enhance the customer experience.
Service Design
CBi – confidential material - 2017
People, space, product, and other contact points can all be used to enhance the beauty, ease of use, and friendliness of a service.
Touch Point Design
CBi – confidential material - 2017
People
Place
Product
People
Place
Using Service Design to Build China’s First Improvisational National Park – Hangzhou Xixi Wetland
14 Copyright by CBi China Bridge 2017
CBi – confidential aterial - 2017
Case Xixi Land Video
CBi – confidential aterial - 2017
4 Journeys
1 month 4 personas 35 participants
100+ concepts 10 solutions CBi – confidential material - 2017
Xixi Land’s archivement
“Only if I empower my people, the whole organization can be powed”
-- Zhangbei, Leader of Xixi project
Empower People, the Organization Powered
Customer Experience
Employee Experience
inside outside
Magic Happens！
CBi – confidential material - 2017
System Design
Service Design
Touchpoint Design
SD Thinking
Inspiring Projects
Co-creation workshop
New skills, Knowledge & Tools
New Solutions
New mindset and culture
Three Levels of Impact
CBi – confidential material - 2017
19 Copyright by CBi China Bridge � 2016
Leading The Future
CBi – confidential material - 2017
Company Evolution
No Longer Company + Employee
But Platform + Entrepreneurs
CBi – confidential material - 2017
The Future Organization
Core
External
Edge
CBi – confidential material - 2017
DFDT： Dynamic Flow Dancing Team Dynamic Flow
Diverse Function Decent Failure
Decentralized Flat
CBi – confidential material - 2017
How Can We Inspire:
Individual Innovation?
Team Innovation?
Organizational Innovation?
Industry Innovation?
National Innovation?
CBi – confidential material - 2017
