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Introducing Service Design in the Corporate EnvironmentIntroducing Service Design in the Corporate
Environment
Employee Digital Experience
@jasonfiske
Saskatchewan Chapter
@sdnsaskatchewan
Co-founder
@tesanidesign
Our storyLet’s start with how we got here
1
Service design and…….FCC?
Online Banking
Web Content
Farm Mgmt Software
Call Centre
SEO
Mobile
Website
Relationship Staff
Social Media
FCC Online Experience
Service design…
OH YEAH!!!
Product Owners
Developers Designers Marketing
Solution Architects
Project Managemen
t
Customer Support
Content owners
Data architects
Web writers
Executive Managemen
t
Business Analysts
Governance Committee
Change Managemen
t
Policy and Process
Management
Business Solutions
Brand Managemen
t
Credit Managemen
t
Understand the current state
Customer journey maps
Immediate benefits
• Immediate engagement• Energy from supporters• Better understanding of
scope• Empathy• Made the intangible
tangible• Highlight intersections
Service Blueprints
Blueprints are the gateway drug to service design.
Patrick QuattlebaumAdaptive Path
”
No one should come to me with requirements until we go through this exercise.
Solutions Architect
” OK. Now I see what you guys are trying
to do for customers. This
makes sense to me.Developer
”
This is like group therapy…in the best way
possible. Customer Service Rep
”
Support the complex service environment
Design sprints
Prototype
They still like us
Keeping it aliveGrowing knowledge within the company
2
Day long service design training
Lunch and learn sessions
Yammer group
Where are we at today?Applying service design throughout FCC
3
Dedicated roles
• Lead, Design Thinking• Two service designers• Innovation Lab
Service blueprints for everyone!
Design sprints are BAU
Design thinking and methods are core to addressing business problems and opportunities
What did we learn?Tips for implementing service design in the corporate environment
4
Collaboration is the keyDon’t go it alone. Involve stakeholders early
and often. Breaks down silos. Establish key partnerships
Start smallScrew up small instead of screwing up big.
It’s easier with smaller wins. Find your groove.
Market and sell SDHave an elevator pitch. Share artifacts and
prototypes. Invite yourself to present. Merge with traditional business terminology when
appropriate.
Find your championsMilk the hell out of them.
Be proactiveDon’t wait for business problems to find you.
Demonstrate valueSolve business problems and opportunities with tangible outputs and solutions. Don’t just make
pretty images.
Lean on change managementCan’t be innovative or evolve to a better
experience if you’re adverse to change.
Our recommended approachTips for implementing service design in the corporate environment
5
I don’t know. I’m making this up as I go.
Make it your own
