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One aspect of service creation is the introduction of new services into the organization that offers the service. Jouni discusses how elearning can be used to overcome change resistance.
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Service Design Breakfast 28 Nov 2012
Service Acceptance Boosted by E-learning
Jouni Tuominiemi, HiQ Finland
Illustrations: Alana Riihelä, HiQ Finland
HiQ Corporation
2
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
4
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…
7
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!
9
Thank you