Designing for the Back Office – Service Design Drinks Berlin
-
Upload
service-design-berlin -
Category
Technology
-
view
13.148 -
download
1
description
Transcript of Designing for the Back Office – Service Design Drinks Berlin
ServiceDesignDrinks
S A P S E / A U G U S T 1 3 , 2 0 1 4
Designing forthe Back OfficeMarion Fröhlich & Mauro Regowith Service Design Berlin
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
I N T R O
Where are we today?
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Marion Fröhlich Senior Strategic Design Consultant at SAP @marionfroehlich
Mauro Rego Tall Strategic Design Consultant at SAP @mauroalex
I N T R O
Who is talking today?
´
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Consumerization of enterprise IT
#1 Build trustworthy relationships #2 Take the human in account #3 Same, same, but different
Hands-on Exercise
AG E N DA
Designing for the Back-Office
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
“Why does my secretary need a great software experience?”
— C u s t o m e r, 2 0 1 4
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014EnjoySAP Icons, frog design (2014) http://www.frogdesign.com/work/
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014SAP Design Guild (2000) http://www.sapdesignguild.org/editions/philosophy_articles/colors.asp
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
expectations
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
consumerization
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Relationship between a design function and the larger supported organization
M O D E L
Design integral to all aspects of the organization
Design as external resource
Design as part of the organization
Design at the core of the organization
Model by S. Junginger (2013)
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
T O DAY
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Relationship between a design function and the larger supported organization
M O D E L
Consumer-facing services
Employee-facing Services
We need to apply design practice also to the back-office!
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Design as external resource
Design integral to all aspects of the organization
Design as part of the organization
Design at the core of the organization
Relationship between a design function and the consumer- & employee-facing organization
M O D E L
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Consumer-facing services
Employee-facing Services
M O D E L
When design is fully integrated
Relationship between a design function and the consumer- & employee-facing organization
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Simple, Engaging,
Open
Complex, Cut & Dried, Controlled
C O M PA R I S O N
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Support the individual Support an organization
Self-managed Predefined
Minimal commitment High commitment
C O M PA R I S O N
Consumer Applications
Enterprise Applications
Usability & Pleasure Efficiency & Functionality
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
“Why does my secretary need a great software experience?”
— C u s t o m e r, 2 0 1 4
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
T H E VA LU E
PLEASURABLE
USABLE
RELIABLE
FUNCTIONAL
Designing for Emotion, Aaron Walter (2011)
From an employee point of view
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
T H E VA LU E
From a customer point of view
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
T H E VA LU E
From a personal point of view
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
BUILD TRUSTWORTHY RELATIONSHIPS
#1
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Enterprise IT Departement
We need to sell to IT and design for to the employee
# 1 R E L AT I O N S H I P S
Employee
Dept
# 1 R E L AT I O N S H I P S
Design collaboratively with professionals
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Convince the „secretary“ as much as managers# 1 R E L AT I O N S H I P S
SAP (2014) https://experience.sap.com/designservices/
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
# 1 R E L AT I O N S H I P S
Performance vs. Simplicity
Simplicity
SAP (2014) https://experience.sap.com/designservices/
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
TAKE THE HUMAN INTO ACCOUNT
#2
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
INFRASTRUCTURE
ORGANIZATION & PROCESS
PEOPLE & CULTURE
# 2 B E H U M A N
Beyond the experience….
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
# 1 R E L AT I O N S H I P S
Thoroughly design with people
Simplicity
SAP (2014) https://experience.sap.com/designservices/
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
SAME, SAME BUT DIFFERENT
#3
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
# 3 S A M E , S A M E B U T D I F F E R E N T
Roles instead of personas.
SAP (2014) http://www.sap-innovationcenter.com/
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
# 3 S A M E , S A M E B U T D I F F E R E N T
Roles instead of personas.
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
# 3 S A M E , S A M E B U T D I F F E R E N T
Roles instead of personas.
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
# 3 S A M E , S A M E B U T D I F F E R E N T
Roles instead of personas.
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
ROLES
I HAVE TO MAKE SURE THAT...
TASKSList here the most interesting roles. List here the tasks that the describe the role.
JASMIN, 45 y!rs oldBak"Y OWNER
I am the bakery owner. I like to take care of the cus-tomers (since this bakery belonged to my mom before me). We have really loyal customers from all over the region. I keep the costs low with employees (I only employ 2 full time employees and help even with cleaning sometimes), and I make sure to have the best deals with suppliers.
1. Read the persona description.2. List what this person has to accomplish (e.g.: I have to make sure that the whole store is clean)3. For each listed item, generate a role that represents it.4. Choose a role and list the tasks that the person has to fulfil in order to accomplish what he or she has to make sure.
If you have questions, keep calm and call one of us.
INSTRUCTIONS
# 3 S A M E , S A M E B U T D I F F E R E N T
Roles instead of personas.
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Tobias Persona 28 Years old Barista
Tobias Stock Manager “I have to make sure that the stock is always full”
Tobias Cleaner “I have to make sure that the counter and the tables are clean”
Tobias Cashier “I have to make sure that the tips are counted and the orders fit with the money in the box”
# 3 S A M E , S A M E B U T D I F F E R E N T
Roles instead of personas.
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
#1 Build trustworthy relationships #2 Take the human in account #3 Same, same, but different
TA K E AWAY S
Designing for the Back Office
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014
Marion Fröhlich [email protected] @marionfroehlich
Mauro Rego [email protected] @mauroalex
T H A N K YO U
Drop us a line.
Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014Business Model Canvas: Alexander Osterwalder & Yves Pigneur
Exercise: From Personas to Roles
ROLES
I HAVE TO MAKE SURE THAT...
TASKSList here the most interesting roles. List here the tasks that the describe the role.
JASMIN, 45 y!rs oldBak"Y OWNER
I am the bakery owner. I like to take care of the cus-tomers (since this bakery belonged to my mom before me). We have really loyal customers from all over the region. I keep the costs low with employees (I only employ 2 full time employees and help even with cleaning sometimes), and I make sure to have the best deals with suppliers.
1. Read the persona description.2. List what this person has to accomplish (e.g.: I have to make sure that the whole store is clean)3. For each listed item, generate a role that represents it.4. Choose a role and list the tasks that the person has to fulfil in order to accomplish what he or she has to make sure.
If you have questions, keep calm and call one of us.
INSTRUCTIONS
20
Service Experience Camp 2014SEPT 13 - 14, 2014 • BERLIN
Key Talks: Get inspired
Barcamp: Learn, grow and connect
Special formats: Experience it yourself
Service Experience WalkExperience special servicesin Berlin
Camp at COJESpend two nights with 9 other camp participants at a unique space in Berlin
An opinion from SAP
I wish that more people from large companies would use this opportunity to get inspiration to re-think what they are doing – it will bring real value to all those buzz words out there: innovation, customer centricity, simplicity.
Petra Meyer, Human Resources (SAP)
“
”
3 reasons to join
Get inspired by thought leaders in service innovation
Acquire new skills during hands-on workshops
Connect with other service experience experts
Italy
Germany
Belgium
Denmark
Poland
Switzerland
Great Britain
Greece
USA
SpainPortugal
Camp participantsso far
www.serviceexperiencecamp.de
!"# $% &'(!)!*#
+,)!%(+# $-.,#*
Discover more & get your ticket at:
Thank you!See you soon.
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin