session 505 bringing the digital experience to the service portalsession 505 bringing the digital...

Session 505

Bringing the Digital Experience to

the Service Portal

MSITSM

Bringing the Digital Experience to the Service Portal

Meet today’s presenter:

Phyllis Drucker

• Senior Consultant, Linium

• Contributing Author, Support World

• Blogger, international speaker

[email protected]

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Session Overview

Exploring DX (aka “the digital experience”)

What does good DX require?

Your Opportunity for Great DX

The Journey Mapping Kanban

Mapping the Current State

Creating Your Future State

Wrap up and Roadmap

The roots of DX started with

• Reliance on digital channels: phones, web, social media

• Mobile devices provides location information and immediacy

• Growth of the user experience on commercial web channels, driving a need for business to improve the experience

• Amazon

• Apple

• Google

• Disruptive Innovation!

Everything in business is DX!


Even the Service PortalEverything in business is DX!

Your Opportunity for Great DXEven the Service Portal

Portal Innovation: This?

Portal Innovation: Or This?

What Does Great DX Look Like?

Great DX…

• Relies on simplicity, consistence and ease of the experience

• Starts with the customer’s expected journey (use case)

• Starts with the 3 Ds:

• Design your customer journey; make it consistent through all channels

• Deliver value constantly

• Develop capabilities needed to make it repeatable

Create a Great DX Experience

PERSONALITY

Modern Personality

Embraces The Digital Age

Tech Savvy

Demands Agility & Speed

Low Patience Level

High Impact on the Business

Visual & Statistical

SERVICE APPROACH

Mobile / App

Web –Based Portal

Self-Serve Kiosk

Chat

Email

Walk Up

Phone

Chief Innovation Officer

DIMENSION 1:

Business Services

Acquired from the

Business

DIMENSION 2:

Business Services

Provided to the Business

DIMENSION 3:

Personal Services

Acquired from the

Business

Step 1: Persona Mapping

PERSONALITY

Modern Personality


Tech Savvy


Low Patience Level



SERVICE APPROACH

Mobile / App

Web –Based Portal

Self-Serve Kiosk

Chat

Email

Walk Up

Phone


Dimension 1:

Onboard a new worker

Dimension 2:

Obtain and roll out a new

software package

Dimension 3:

Get help on a benefits

issue

Step 1: Persona Mapping

PERSONALITY

Modern Personality


Tech Savvy


Low Patience Level



SERVICE APPROACH

Mobile / App

Web –Based Portal

Self-Serve Kiosk

Chat

Email

Walk Up

Phone

DIMENSION 1:

Business Services

Acquired from the

Business

DIMENSION 2:

Business Services

Provided to the Business

DIMENSION 3:

Personal Services

Acquired from the

Business

Exercise 1: Persona Mapping


Sample Personas

• When selecting personas, look for a good cross sample

• Executives

• Managers, particularly those that approve requests

• Finance department members

• HR and Benefits specialists

• Admins who submit requests for their department

• Fulfillment team members

PERSONALITY

SERVICE APPROACH

DIMENSION 1:

DIMENSION 2:

DIMENSION 3:

Exercise 1: Persona Mapping (10 min.)

Persona:

Step 2: Create a Journey Map

• A Kanban-style approach to documenting the user experience

• Documentation includes:

• On-stage experience: the user’s experience

• Back-stage experience: the fulfillers experience

• Analysis of the current experience

• Transformational opportunities to improve the experience

• “Reality Check” to determine which opportunities will be leverage

• Creation and testing of the Journey Map hypothesis

Step 2: Create a Journey Map

Create Initial Map Evaluate Explore Brainstorm Design New Experience

Persona, Company Attributes, Key Trends

Behavior Line

On Stage Experience

Back Stage Support

Attitudes &Emotions

Prioritize Focus

“Moment that Matters”

Determine Impact

Evaluate Attitudes

Readout

“We focused here, because…”

Clarify Needs & Drivers

Examine Capabilities(Roles & Processes)

Desired Transformation

Build EX Design Canvas

Brainstorm Innovation

Redesign Experience

Reality Check

Build DX Hypothesis

Useableeffortless

Meaningfulemotional

Usefulfunctional

Desirable

ViableFeasibl

e

Journey mapping Kanban used courtesy of the Linium Digital Experience team

Step 2: Journey Mapping CIO Experience

On stage experience, behavior line

No useful info found Call for

information

Journey 1:


No useful info found Call for

information

This represents a typical portal experience:

• Map the current state

• Gather feedback from the “persona”

• Map a better future state

• Analyze what goes/what stays (hypothesis)

Step 2: Journey Mapping CIO Experience

On stage experience, behavior line

Journey 1:


Update comments in

ticket

Create the same type of map for the

fulfillers, documenting the back stage

experience.

Step 3: Journey Mapping

Back stage support

Exercise 2: Create the On-Stage

Journey Map (15 min.)

• Select a request that doesn’t work well in one of your organizations

• Using the “stickies” and paper, document what the typical user journey experienced when completing and submitting the request

• Go back and add the emotion lines

Exercise 3: Create the Back-Stage


• Go back to the example you selected

• Using the “stickies” and paper, document what the fulfillers’ experience when they are working the request

• Go back and add the emotion lines

Step 4: Journey Mapping the Future State

On stage experience

See access is ready

Equipment is being

configured

This represents an improved portal experience:

• Improved taxonomy

• Similar form completion experience

• Better updates due to improved workflow

stages


On stage experience

See access is ready

Equipment is being

configured

This represents an improved portal experience:

• Addition of BOT technology

• Added cart functionality

• Better updates due to improved workflow

stages

Experience moves from negative to positive!

Streamlining and improved process

also improve the fulfiller’s journey


Back State Experience

Serial # to pull and ID are in the

ticket

Exercise 4: Create the Future-State


• Repeat exercises 2 and 3 for your future state

• Remember to use the Linium reference map during your design process

• Brainstorm your results and test your hypothesis:• Does the new process honor existing policies?

• Is the amount of change able to be absorbed?

• What type of communication and training plan will you need?

Journey Maps

• Converting your journey maps to use cases:• Their portal search and how they find a subset of items (use the same samples)

• How they submit and follow up on incidents

• How they interact with request forms

• The approval process

• Checking status

• With IT, their fulfillment process(es) for the sample items

• What capabilities will you need in your organization?• Do you have them or where will you find them?

• Do you have the tools you need?• Prototyping

• Service Portal

Taking this home

• Communication and facilitation skills to work with business personas and gather their feedback

• Ability to document the persona profile sheets and design

• Ability to artistically render story boards or click-through demos of the solution

• Development capabilities within the portal

Capabilities You’ll Need

• Digital Experience Platform

• Class of new tools that enable organizations to design the “wire-frames” – the click through demos needed to prototype the experience

• Some of these provide customer portals and may eventually replace current portals

Tools/Platforms You’ll Need

• A service management platform that supports an enterprise approach

• Strong integration capabilities to enable a single on stage experience but work with multiple back stage tools

• Must provide or integrate with tools that can provide security and analytics


• Prototyping tools that enable you to measure “click-throughs”

• Ability to leverage IoT and robotics to improve the on stage experience


Lessons Learned

• What did you learn when doing these exercises?

• What would you bring back to your organization from this experience?

KEY TAKEAWAYS

Identify stakeholders

Create your DX vision

Gather teams with the right capabilities

Create current state Kanban

with focus group

Create future state Kanban

with focus group

Create click-through

prototypes

Review, tweak prototypes with

focus group

Document & sign off on

requirements

Build the new experience

Select another use case

Repeat the process

Be agile:

“rinse & repeat”

session 505 bringing the digital experience to the service portalsession 505 bringing the digital...

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