designing great services for suppliers
TRANSCRIPT
Designing Great Servicesfor Suppliers
Briony Williamson & Renee Glass 23 November 2016
Our suppliers
The ecosystem
Suppliers
Sub-Contractors
Wholesale Customers
(ISPs)
Customers (ISPs)
End Users
nbn2011
nbn 2011
Startup
Environment • Start-up mode• Focused on standing up teams, systems, processes
GrowthTransition
Maturity
nbn 2011
UserExperience
• Tactical focus• Embedded within IT delivery teams• Provide core-business functionality for Customers
Visual
UIGraphics
Templates
Interaction
InterfacesInformation
Tactical Strategic
Experience Systems
nbn2016
nbn 2016
Startup
Environment• nbn delivered through a mix of technologies• Processes and systems stood up• Preparing for Scale through operational efficiency
GrowthTransition
Maturity
nbn 2016
UserExperience
• Business has a better understanding of the skills of the UX practice
• Dedicated team for Research & Discovery projects• Increasing demand for end-to-end mapping and
understanding of touch points with Suppliers
Visual
UIGraphics
Templates
Interaction
InterfacesInformation
Tactical StrategicExperience
ServicesProcess Systems
nbn 2016
Moment oftruth
• Recognition that Suppliers are an integral part of the ecosystem to meeting nbn’s goals for Operational efficiency and improved Customer Experience
Customer Supplier End-user
Connecting 8 million happy homes
What we did
How can we support our suppliers to work efficiently & scale operations?
PROJECT LENGTH
16weeks
SCOPE
Workforce Planning
Workforce Management
Field Operations
Finance
IT
Supplies
IMPACT
Ops. Prod.
Project
IT
TEAM SIZE
Designers
Support
What we did (continued)
80 participants
18 Workshops
36 ContextualEnquiries
DISCOVER6 WEEKS
10 Project ShowcasesPrioritisation of
RecommendationsOwnership Assignment
DELIVER4 WEEKS
4 Focus Areas
Design Thinking Workshops
50 nbn SMEs
Root cause analysis
64 Recommendations
DESIGN & VALIDATE6 WEEKS
HOWWE
WORKED
Making findings stick
Sneaky Strategist
• Strategic alignment to well connected and respected nbn team.
Change Manager
• Involved teams across all stages of the design process.
Sheep Dog
• Worked with project manager to herdrecommendations into initiatives and BAU processes.
POSTFOLLOW UP
DURINGPROJECT
PRERAMP UP
DEFININGSUCCESS USING4 LENSES
Inflight
Delivered/BAU Process
How we defined success
Adoption ofRecommendations
Appetite for more Service Design
Supplier centric mindset
Assigned Supplier Journey93%
66%
27%
Personas
• 2015: 1 XL project• 2016: 3 XL projects
• Culture changes don’t occur overnight
• Senior Stakeholders challenging others’ ideas
Use of Design Artefacts
WHAT WE
LEARNT
Tips and Tricks
Project Planning
• Educate stakeholders on the importance of co-design and validation.
• Ensure stakeholders are committed to the entire design process before project kick-off.
• Build in time to identify and validate organisational root causes.
Ramping Up
• Allow time for service designers to understand the organisation and problem space.
• Ensure all resources are completely on-boarded before project begins.
Tips and Tricks
Data Collection Process, Tools &
Framework
• Ensure team agrees upfront about how they plan on:
• Collecting data• Recording and
managing data• Sharing insights• Documenting
findings.
Program Management
• Build time into your project plan to manage recommendations.
• Assign ownership• Handover recommendations to a
dedicated program manager to ensure tracking continues.
Getting Project Up & Running
• Start small• Share the process• Prove the value• Build relationships• Wait for the right timing• Pounce
Where to from here?
nbn2011
nbn2016
nbn2017& BEYOND
nbn 2017And beyond
• Established a Service Design and Discovery Team• Using human – centered design to work with the business
to define new and better ways of working• Building strong partnerships with other areas of the
Business to align service experiences
StrategicVisual
UIGraphics
Templates
Interaction
InterfacesInformation
TacticalExperience
ServicesProcess
Systems
OrganisationCultureTeams
Thank you.