sdnc13 -day1- transformation by design: the three ideas driving organisational change by james...
Post on 28-Jan-2015
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Three!Transformations!
www.enginegroup.co.uk
James Samperi | Director
The ideas driving organisational change
Service design has captured !the imagination beyond design !
BUSINESS!CENTRIC!
CUSTOMER!CENTRIC!
!
PRODUCT!DEVELOPMENT!
SERVICE!DEVELOPMENT!
ANALYTICAL!APPROACHES!!
IMAGINATIVE!APPROACHES!
BUSINESS!CENTRIC! CUSTOMER!
CENTRIC!
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CX!Measurement!
CHALLENGE: Trying to understand the current service & what of it customers actually value!
CX!Strategy + Design !
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CHALLENGE: Navigating the tension between the business model and the customer experience!
DESIGN TO DRIVE VALUE!
1.! Retention!2.! Life-time value!3.! Advocacy !!
CX!Strategy + Design + Delivery !
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DEPTH & DIMENSIONS!Quality!Build of service elements.!
Performance!Capabilities of system!
Impact!The outcomes
Customer!Experience!
•! Usability, utility, brand expression!
•! User errors, satisfaction, service recovery!
•! Retention, advocacy, take-up!
Service!Architecture!Propositions!
Service!Organisation!
•! Benchmarking teams, coaching and management!
•! Utilisation of resources against targets!
•! Take-up of training. Level of commitment to new projects. Skills acquired by individuals. !
RETAIL HOURS UP!
SALES UP!
SATISFACTION R AT I N G S U P!
50%!RETAIL VISITS UP!8.1%!
16.5%!AVERAGE SPEND UP!
£18!4.5%!
+;!,+)/+%!$%5("3+4+,%2+#4+%-(0!)5%()%!-.(/"%
SECTOR AWARDS!BEST DIGITAL INITIATIVE!
PRODUCT!DEVELOPMENT!
SERVICE!DEVELOPMENT!
CHALLENGE: Changing the relationship with customers and building service capabilities!
Not just the"experience but delivery"
New service capabilities"
Develop new businesses
not just products"
Shift to longer-term"relationships"
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The 9 !elements!of service !design!
STAFF!
D E S I G N PROGRAMME!
2yrs!PRODUCTION!
300k!1000+!
LOCATIONS!
100!
ANALYTICAL!APPROACHES! IMAGINATIVE!
APPROACHES!
CHALLENGE: Once is cool, doing it again is even cooler. So embedding the approach is critical.!
CX CAN’T BE A ‘MAGIC WAND’!
TARGET OPERATING MODEL (TOM) How the organisation believes the service should work
CUSTOMER EXPERIENCE%
THE ‘TO BE’ SERVICE AND EXPERIENCE
CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE
INTEGRATED DEVELOPMENT!
CHANGE REQUIREMENTS Target operating model (TOM)
THE ‘TO BE’ SERVICE AND EXPERIENCE
EXPERIENCE REQUIREMENTS Target customer experience (TCE)
THE ‘TO BE’ SERVICE AND EXPERIENCE
ASQ RATING 2012!
SATISFACTION R AT I N G S U P!
14%!
BEST IMPROVED!
PASSENGER NUMBERS!
^13%!
Service design is…!!The application of empathic design thinking and practices to business change. !
www.enginegroup.co.uk
Service design will become…!!An integrated management practice within best-in-class organisations. !
www.enginegroup.co.uk
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