intro to service design in corporate environment - jason fiske
TRANSCRIPT
![Page 1: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/1.jpg)
Introducing Service Design in the Corporate EnvironmentIntroducing Service Design in the Corporate
Environment
![Page 2: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/2.jpg)
Employee Digital Experience
@jasonfiske
Saskatchewan Chapter
@sdnsaskatchewan
Co-founder
@tesanidesign
![Page 3: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/3.jpg)
Our storyLet’s start with how we got here
1
![Page 4: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/4.jpg)
Service design and…….FCC?
![Page 5: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/5.jpg)
![Page 6: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/6.jpg)
![Page 7: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/7.jpg)
![Page 8: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/8.jpg)
Online Banking
Web Content
Farm Mgmt Software
Call Centre
SEO
Mobile
Website
Relationship Staff
Social Media
FCC Online Experience
![Page 9: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/9.jpg)
![Page 10: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/10.jpg)
![Page 11: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/11.jpg)
Service design…
OH YEAH!!!
![Page 12: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/12.jpg)
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
![Page 13: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/13.jpg)
Understand the current state
![Page 14: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/14.jpg)
Customer journey maps
![Page 15: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/15.jpg)
Immediate benefits
• Immediate engagement• Energy from supporters• Better understanding of
scope• Empathy• Made the intangible
tangible• Highlight intersections
![Page 16: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/16.jpg)
Service Blueprints
![Page 17: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/17.jpg)
Blueprints are the gateway drug to service design.
Patrick QuattlebaumAdaptive Path
”
![Page 18: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/18.jpg)
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
”
![Page 19: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/19.jpg)
Support the complex service environment
![Page 20: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/20.jpg)
Design sprints
![Page 21: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/21.jpg)
Prototype
![Page 22: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/22.jpg)
They still like us
![Page 23: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/23.jpg)
Keeping it aliveGrowing knowledge within the company
2
![Page 24: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/24.jpg)
Day long service design training
![Page 25: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/25.jpg)
Lunch and learn sessions
![Page 26: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/26.jpg)
Yammer group
![Page 27: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/27.jpg)
Where are we at today?Applying service design throughout FCC
3
![Page 28: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/28.jpg)
Dedicated roles
• Lead, Design Thinking• Two service designers• Innovation Lab
![Page 29: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/29.jpg)
Service blueprints for everyone!
![Page 30: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/30.jpg)
Design sprints are BAU
![Page 31: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/31.jpg)
Design thinking and methods are core to addressing business problems and opportunities
![Page 32: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/32.jpg)
What did we learn?Tips for implementing service design in the corporate environment
4
![Page 33: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/33.jpg)
Collaboration is the keyDon’t go it alone. Involve stakeholders early
and often. Breaks down silos. Establish key partnerships
![Page 34: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/34.jpg)
Start smallScrew up small instead of screwing up big.
It’s easier with smaller wins. Find your groove.
![Page 35: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/35.jpg)
Market and sell SDHave an elevator pitch. Share artifacts and
prototypes. Invite yourself to present. Merge with traditional business terminology when
appropriate.
![Page 36: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/36.jpg)
Find your championsMilk the hell out of them.
![Page 37: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/37.jpg)
Be proactiveDon’t wait for business problems to find you.
![Page 38: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/38.jpg)
Demonstrate valueSolve business problems and opportunities with tangible outputs and solutions. Don’t just make
pretty images.
![Page 39: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/39.jpg)
Lean on change managementCan’t be innovative or evolve to a better
experience if you’re adverse to change.
![Page 40: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/40.jpg)
Our recommended approachTips for implementing service design in the corporate environment
5
![Page 41: Intro to Service Design in Corporate Environment - Jason Fiske](https://reader036.vdocuments.net/reader036/viewer/2022062822/587cea361a28ab564b8b501f/html5/thumbnails/41.jpg)
I don’t know. I’m making this up as I go.
Make it your own