ntt data advisory & interactive 20120529

Copyright © 2012 NTT DATA, Inc. - Confidential

NTT DATA Advisory & Interactive Services

Copyright © 2012 NTT DATA, Inc. - Confidential 2

NTT DATA in the Americas

• 17,000 employees / $1.2B in revenues

• Offering clients more options through increased depth and scale across:

o Advisory & Interactive Serviceso Applications Services / ERPo Mobility Serviceso Cloud & Infrastructure Serviceso BPO Serviceso BI & Analyticso Strategic Staffing

• Balanced Industry depth in commercial, healthcare, financial and public sector

• Successful long-term relationships with rich and diverse customer base

• Balanced global delivery model that maximizes consistency and cost efficiencies

Financial & InsurancePublic SectorMfg & High TechOtherConsumer & Retail

Onshore

Offshore

55% 45%

http://www.keane.com/

3Copyright © 2012 NTT DATA, Inc.

Advisory & Interactive Services


Advisory Services :: Across the Enterprise

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Change Management

Experience Alignment

Interactive Services

Development & Integration

COEs & Managed Services

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Business Transformation & IT Strategy

• Process Optimization• IT Strategy

− IT Assessment & Roadmap, Platform Strategy & Selection, IT Merger & Acquisition Due Diligence/Integration

• Program Management Office (PMO)− PMO Strategy/Enhancements,

Project Audit/Recovery

Sample Clients:

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Where in our process:


Organizational Effectiveness

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Where in our process:• Understand the organization’s vision, strategy, and desired results

• Assess what it will take to align the organization to achieve the desired future state

• Work across the organization to ensure alignment with other enterprise efforts


Organizational Change Management

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Inform about the project – scope, timeline, benefits, opportunities and expectations for involvement, and where to go for information

Awareness Understanding Acceptance Commitment

Clarify scope with focus on “What’s in it for me” (WIIFM) – changes, impacts, benefits, expectations and related timings

Integrate changes through organization alignment, role - based training, driving ownership and ongoing optimization

Sustain the desired change through continued integration and continuous improvement

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TimeChange / Adoption Curve

Facilitating Change for the Individual

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Where in our process:• Drive engagement in defining and understanding a given change

• Clarify specific impacts and expectations to enable stakeholders to execute new, or changed, processes, roles & responsibilities

• Build a foundation to sustain & continuously improve upon changes


Experience Alignment

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Where in our process:Strategic Experience Alignment (SEA): NTT Data’s trademarked process of aligning all people and systems to support the experiences your employees and customers must have in order for your organization to meet its strategic business objectives.


Interactive Services

Strategy

Branding &

Design

User-CenteredDesign

Technology

SystemsIntegration

Mobile

Search

Mobile: Mobile Interface design and development, designing for mobile web, outsourced mobile app design and development

Branding & Design: Brand Treatment, Style

Guides, Interface Design, Motion Graphics Design,

Content CreationSample Clients:

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Search: Site Search, Search Engine

Optimization

User-Centered Design: Insight Gathering Personae, Usage

Scenarios, Content Strategy, Taxonomy & Metadata Strategy, Information

Architecture, Interaction Design

Systems Integration: Content Management Systems, Ecommerce, Advertising, Community & Social Media

Technology: Site Development, Application Development, Mobile Development, Personalization


Sustain: Standardize & Manage Production, Support

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Managed & Outsourced Services & COEs

• Portfolio Rationalization

• Standards & Guidelines for: Innovation, Design, Change Management, Collaboration & Communication

• Outsourced Production & Support Services

• BPO

• COES: CX, Mobile, Customer Retention


Center of Excellence: Experience Design


Human-Centered Experience Design (XD)

1) Helps ensure the mutual success of every interaction between your business and your audience by addressing…• Who is your audience?• What do they need to do?• How can you help them do it?

2) Qualitative & Quantitative investigative methods for capturing VoC include…• Interviews• Ideation Sessions• Personas• Contextual Inquiries• Touch Point Analysis

Research-based – Evidence-driven – Outcomes-focused

• Journaling• User-testing• Web Analytics• Surveys• CC Log Analysis


Experience Design: Services

1) Customer Experience (CX)Ensuring the multi-touch point experience of doing business with your company is a positive experience that drives new business and customer loyalty

2) Employee Experience (EX)Ensuring your organization’s people and systems are aligned and help the company meet its strategic objectives and performance metrics

3) User-Centered Design (UCD)Ensuring the human interfaces to technology are designed within the context of use and are characterized by utility, ease of use, and rapid adoption


Experience Design: Core Competencies

• XD Strategic Consulting

• Audience & Contextual

Research

• Cross Channel Touch Point

Analysis

• Business Success Metrics

Analysis

• Heuristic Assessments

• Info/Interaction Architecture

• Website & Application Design

• Rich Internet & Mobile Design

• Cross Channel Integration

• Employee and/or System

Integration

• Satisfaction Surveys &

Analysis

• Use Case Analysis (Utility)

• Usability Assessments

• KPI Analytics

Research & Planning Design & Implementation Testing & Evaluation


Case Studies

Copyright © 2012 NTT DATA, Inc.

Creating a Customer-Focused Business Service Center

A global pharmaceutical client was developing a business case for centralizing five business services (Human Resources, Finance, IT, Facilities and Procurement) into one global service center

They sought insights from the customer perspective to both influence and validate the business case

Using a phased approach, they needed to understand how customers currently interact with the five services, where it could be improved and a “blue sky” vision for the future service center

Copyright © 2012 NTT DATA, Inc. 17


Approach: As part of a phase I Discovery

engagement, we interviewed global customers and stakeholders to understand the most common service requests, the typical interactions between customer and service provider, and areas of improvement.

We reviewed various usage data and insight materials from the five services.

We evaluated areas of impact to the business with the current service design – e.g., inefficiencies, lost productivity, low customer satisfaction – and areas of opportunity with a new model.

Current State Service Model and Scenario Example



“Blue Sky” Service Models and Scenario

Outcomes: We supported the business case to

create a customer-focused business service center through illustrating:

- The current, broken service experience

- A vision for an improved, central service center

- The areas of measurable impact

We then iterated our phase II approach based on the learnings from Discovery, which includes interactive, collaborative service innovation workshops and iterative rounds of concepting and requirements



Sample Deliverable: Current State Scenario: Facilities



Sample Deliverable: Persona



Sample Deliverable: Interaction Matrix


A large healthcare client was standardizing IT service offerings across multiple countries into a single global service catalog and ticketing system

As part of this transformation, they wanted to improve the usability of the IT-facing ticketing system and release a new employee portal for requesting IT services, reporting IT issues, and searching the knowledgebase (affecting 130k employees globally)

They wanted to know how employees wish to interact with the help-desk, and how to design the employee portal to meet both user and business objectives

Virtualizing the IT Help Desk



Approach: Provided recommendations on how to improve

the IT-facing ticketing system by: interviewing key stakeholders, reviewing help-desk documentation and metrics, and conducting user tests with help-desk employees

Designed information architecture and initial prototype for the employee IT services portal, while ensuring technical feasibility with the new platform

Performed iterative prototype user tests with employees in all main regions. Updated the design assets (including annotated prototype and full color page comps) and conducted transition walkthroughs for requirements, testing, and build teams.

Providing prioritized list of enhancements and strategic guidance for future releases.

Employee IT Services Portal – Sitemap

Employee IT Services Portal – Findings & Recommendations Report from User Tests



Outcome: Provided the client with a clear understanding

of who their employees are, their challenges, and what they need in relation to IT services

Designed an employee IT services portal that offers easy self-service, simple request/issue submissions, and easy access to IT help-desk through desired channels

Eliminated pain-points related to current toolsets to increase employee productivity/ satisfaction and to improve efficiencies with ticket resolution

Employee IT Services Portal – Prototype Page Examples

Employee IT Services Portal – Page Comp


Experience Design/Org EffectivenessFront Line Employee Engagement & Performance

Discover & Analyze

• Two teams of techs and supervisors reported lower employee survey scores than their peer groups.

• We were engaged to analyze quantitative survey data, gather qualitative data, identify underlying themes and issues, and recommend a strategy & tactics for improvement

Understand & Identify Make Recommendations Prioritize & Track

• We held stakeholder sessions and interviews. to identify themes, dynamics and behaviors that survey data did not identify.

• We used interactive sessions to clarify areas where data was in conflict.

Ex: “We’re asked to work on too many different things…”

Examples of Recommendations: • Consider ways of changing how

call queues are measured and managed

• Improve collaboration among supervisors

strategiesNear-Term Takeaway: “Ten Things You can Do Now to Improve Communications”

• Recommended and prioritized an array of near-term and long-term goals to improve satisfaction, job performance, opportunities for growth, collaboration, and to elevate two internal brands at Comcast.

• Tracking of progress & metrics from Dec 2011 through June 2012

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CX Case StudyUnderstanding Customer Service Rep / Client Interactions

A large pharmaceutical client sought insights to inform decisions around enhancements and new technologies to maximize the efficiency of the service force.

We conducted interactive research, and created design concepts to represent the ideal solution.


Contact

Dana Smitka HellandSenior Client [email protected]

This document contains confidential Company information. Do not disclose it to third parties without permission from the Company.Copyright © 2012 NTT DATA, Inc. This document contains confidential Company information. Do not disclose it to third parties without permission from the Company.Copyright © 2012 NTT DATA, Inc.

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