Paul Mutsaers & Anna-Louisa Peeters - Making in-house service design the new standard
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Transcript of Paul Mutsaers & Anna-Louisa Peeters - Making in-house service design the new standard
v Making in-house service design the new standard 7 learnings to get there! Paul Mutsaers and Anna-Louisa Peeters | Rabobank
us us
Our 7 key learnings
6
1. 1. Pair a service designer with a customer journey manager
1. 1. Pair a service designer with a customer journey manager
• Customer journey manager:
lead + stakeholder management
• Service designer:
creative facilitation + design
How • Service design needs explaining
• Overcome barriers
Why
8
2. 2. Make sure service design is at the core of your business
2. 2. Make sure service design is at the core of your business
• Influence on strategy
• Bargaining power
Why • High level overview
• Partners / sponsors
How
• Service design accounting
10
3. 3. Connect with existing ways of working
• Acceptance of ideas
• Acceleration of results
Why • Service design way of working
• Align with others
How
• In-house training
3. 3. Connect with existing ways of working
4. 4. Set up a balanced team
• Different perspectives
• Right energy
Why • Begin with the end in mind
• Select by role/character
How
• Split up the team
4. 4. Set up a balanced team
• Future buy-in
14 14
5. 5. Show your work
Foto de deliverables Foto de deliverables 15
• Foto van de library (mag ook een afbeelding gephotoshoped zijn in een computer scherm)
• Foto van uitgedraaide scenario’s – CJ-mappings aan een muur • Foto van `CJ-boekje van wonen • …
5. 5. Show your work
Recognizability
Shareability
Why Create overviews
Use templates
How
Share Control
6. 6. Be the customer’s advocate
Foto UX center Foto UX center
17 17
6. 6. Be the customer’s advocate
Why Demand budget for research
Be the voice at decisions
How
Involvement during entire project
Validate assumptions
Discover new opportunities
Stay on right track
18 18 18
7. 7. Stay inspired
7. 7. Stay inspired
Improved quality
Stronger market position
Why Conferences, books, blogs
External service design colleagues
How
Masterclasses Boost internal reputation
Thank you! Paul Mutsaers
Customer Experience Manager Rabobank
Anna-Louisa Peeters Service Designer
Rabobank