intro to service design in corporate environment - jason fiske

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?

Email

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

Any questions?You can find me at◉ @jasonfiske◉ jason.fiske@fcc.ca

Thanks!