SDNC13 -DAY1- Business Impact by Melvin Brand Flu

PRESENTATION

Business impact SDN Cardiff 2013

Some examples of business impact

2 2013 © Livework

3 2013 © Livework

“We will stop irritating you”

100 questions about life, the illness and the system.

Life

?

My colleagues

6 2013 © Livework

He grabbed the sketch and ran out the room

His service blueprint gets stolen from his

office a couple or times a week

We left the workshop depressed

They had a tremendous row

in our office

Looking for service design... My journey

8 2013 © Livework

EuropaNederland

CWI DIENSTEN

Huidig Interventie

niveau CWI

KETEN

PARTNERS

Oriënterend op de arbeidsmarkt

(Potentiële) Nederlandse Beroepsbevolking

Werkzoekenden

Werk Intake

Met WW bedreigd

Uitkeringsgerechtigde

Klant contacten

(1.000.000)

CWI geregistreerde

werkzoekenden

NWW (750.000)

WW (550.600)

+ WWB (290.600)

Preventie

quote

Werkzoekenden

(1.300.000)

Oriënterend

(2.000.000)

Beroepsbevolking

8.000.000)

Uitstroom

Arbeids

ongeschikt

Vestiging

Internet

KCC

KCC +

Internet

Vestiging

Oriënterend op

de arbeidsmarkt

(Potentiele) Nederlandse

Beroepsbevolking

Werkzoekenden

Match

Bemiddeling & reïntegratie

Uitkeringsintake

Kwalitatieve Intake

WW bedreigd

Uitkeringsgerechtigde

Klant contacten

(1.000.000)

CWI geregistreerde

werkzoekenden

NWW (750.000)

Werkzoekenden

(1.300.000)

Oriënterend

(2.000.000)

Beroepsbevolking

8.000.000)

Klant herkenning

Registratie

Werk Intake

WW (550.600)

+ WWB (290.600)

Klant ontvangst

Informatie

Snel zoeken

Registratie

2004 2007

Arbeids

ongeschikt

Advies

What happens when you put service design on steriods?

12 2013 © Livework

Interested Buy Receive &

setup Early use Use

Change in

use Incident Aware Unaware Reconsider

Help decide Sell Setup Assist Inform Support Resolve Make offer Attract Recognise

Decision Buy Admin Receive Setup Early use Use

Retail

Online

Policies

People

Process

Procedures

Practices

System

Call centre

Offer Contract Admin Deliver Setup Educate & Assist Inform & Support

Next journey

Consider the next journey, or

return journey

Consider Decide Plan Check/receive info Select Purchase Travel from location Enter Check/receive info Select Purchase Time at station/stop Departure platform Validate Travel Check/receive info Arrival platform Change line Change mode Exit/check-out Final destination Reflect Aware Need info/assistance Accept / Resolve Escalate Consider

Consider if, when, how and with

whom to travel

Decide general aspects of the

journey i.e. date, time, mode,

route

Plan one, or more journeys to one

or more destinations

Check and/or receive information

related to planned or related

journeys

Select/ change the product/

ticket/ card , mode, route, time

and stops

Register, renew, purchase,

activate the ticket/ card option

Travel from current location to

station/stop

Enter the physical space of the

station/stop


about planned or related journeys

Select/ change the product/

ticket/ card , mode, route, time

and stops

Register, renew, purchase,

activate the ticket/ card option

Time at station/stop, occupying

space, using facilities, waiting

Move to departure platform and

enter a mode of transport

Validate ticket / card for the trip,

full journey or period, and show

when requested

Travel to the (next) stop or

destination using one or modes of

transport or systems


about current, planned, or related

journeys

Wait at, or move from arrival

platform to next platform, or exit

Change from current line to the

next within the same mode or

system

Change from one mode of

transport or system to another

mode and/or system

Exit a station, or stop, and check-

out from system for the journey

Travel to, and reach the final

destination of the journey

Reflect on the journey in context

of recent and future travel, and

expectations

Become aware of the incident

impacting current and planned

journeys

Request/receive information or

assistance to address the

consequences of the incident

Accept the consequences of the

incident, or resolve the issue

impacting the journey

Escalate to the responsible

authority to resolve the issue or

reach settlement

Consider if, when, how and with

whom to travel

Overall satisfaction 33 114 437 319 313 210 456 406 103 235 362 419 427 431 163 88 343 402 287 278 205 352

STATION FACILITIES 0 47 97 146 38 33 44 282 164 127 119 256 254 73 21 164 249 212 216 78 79 161 206 174 169 167 157

Overall satisfaction with the station 0 0 15 17 0 0 17 18 17 17 17 17 18 17 0 17 17 17 17 15 0 15 17 17 15 15 15

Ticket buying facilities 0 0 14 0 0 14 0 0 0 16 16 0 0 0 0 0 0 14 14 0 0 0 16 14 14 14 0

Provision of information about train

times/platforms 0 0 18 20 18 18 0 18 20 18 18 20 20 0 0 20 17 20 20 0 0 17 18 18 17 17 0

The upkeep/repair of the station

buildings/platforms 0 0 0 0 0 0 0 30 0 0 0 27 30 0 0 0 27 0 0 0 0 0 0 0 0 0 0

Cleanliness 0 0 0 0 0 0 0 23 0 0 0 23 21 0 0 0 21 0 0 0 0 0 0 0 0 0 0

The facilities and services 0 0 0 52 0 0 0 56 52 0 0 56 52 0 0 52 56 52 52 0 0 52 56 52 52 52 52

The attitudes and helpfulness of the staff 0 0 0 0 0 0 0 16 17 16 16 16 17 17 0 17 17 17 17 0 16 16 17 17 17 16 0

Connections with other forms of public

transport 0 19 21 19 19 0 0 19 19 21 0 19 19 0 21 19 19 18 21 0 0 19 19 19 18 18 19

Facilities for car parking 0 28 28 0 0 0 28 28 0 0 0 0 0 0 0 0 0 0 0 28 28 28 0 0 0 0 28

Overall environment 0 0 0 0 0 0 0 26 0 0 0 26 26 0 0 0 23 23 23 0 0 0 23 0 0 0 0

Your personal security whilst using 0 0 0 0 0 0 0 12 0 0 13 13 12 0 0 0 12 12 12 0 0 11 0 0 0 0 11

The availability of staff 0 0 0 35 0 0 0 32 35 35 35 35 35 35 0 35 35 35 35 32 32 0 35 32 32 32 32

How request to station staff was handled 0 0 0 4 0 0 0 4 4 4 4 4 4 4 0 4 4 4 4 4 4 4 4 4 4 4 0

TRAIN FACILITIES 29 154 167 155 168 0 69 155 155 186 91 200 152 30 214 198 170 215 216 84 9 182 196 113 109 38 195

The frequency of the trains on that route 29 32 34 32 34 0 34 32 32 34 0 32 0 0 32 32 0 32 32 0 0 29 34 32 32 29 32

Punctuality/reliability (i.e. the train

arriving/departing on time) 0 24 26 26 26 0 26 26 26 28 0 28 28 0 28 26 24 28 28 0 0 26 28 26 26 0 28

The length of time the journey was scheduled

to take (speed) 0 14 14 13 15 0 0 13 13 15 0 15 0 0 15 14 14 14 14 0 0 13 14 14 13 0 13

Connections with other train services 0 10 10 10 10 0 10 10 10 10 9 9 10 10 0 10 10 9 10 9 0 9 10 10 9 0 10

The value for money for the price of your

ticket 0 76 83 76 83 0 0 76 76 90 83 83 83 0 90 83 76 83 83 76 0 76 76 0 0 0 83

Upkeep and repair of the train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The provision of information during the

journey 0 0 0 0 0 0 0 0 0 0 0 24 22 21 24 24 22 24 24 0 0 21 24 22 21 0 21

The helpfulness and attitude of staff on train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The space for luggage 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The toilet facilities 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Sufficient room for all passengers to sit/stand 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The comfort of the seating area 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The ease of being able to get on and off 0 0 0 0 0 0 0 0 0 0 0 0 0 0 15 0 15 15 15 0 0 0 0 0 0 0 0

Your personal security on board 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The cleanliness of the inside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The cleanliness of the outside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The availability of staff 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

How well train company deals with delays 0 0 0 0 0 0 0 0 0 9 0 10 10 0 11 11 10 11 11 0 9 9 11 10 10 9 10

Consider Prepare journey Station/stop Journey Post journey Incident

Considering travel to one or more frequent, or infrequent destinations Plan, make preparations and arrangements for a journey Station/stop where the journey starts/ continues/ ends and offering travel related services Move through one or more (public) transport systems, using one or more modes Reflecting back on the journey after reaching the final destination Interruption/complication/ issue impacting the current and /or future journey(s)

Receives the product, starts the service

Early stages of being a customer and dealing with the transition to service

provider

Familiar with the company, its product and service, establishing regular energy

consumption

Change in personal situation or circumstance that impacts the contract

Receive & Setup New customer Customer Change in use

Setup:

Make sure the customer is familiar with the phone and core services

Educate:

About the product and other features

Personalise:

Make offers and recommendation on how to use additional services

Seduce:

Offer incentives to use new services and introduce others

A. Prevent pressure Enable customers to do it

themselves

B. Move Pressure Show customers how to do it

themselves next time

“The new bill is simpler to understand, and creates less trouble for us. It’s great”

< Keep it simple

Understand before design >

< Test with customers

Give the organisation time >

< Have fun with the client

"Engineering and architecture are useless without service design. There is no point investing in the pure physicality and technicality of any public service infrastructure if the service aspect is not well though through and well planned."

www.liveworkstudio.com/sdnc13

@liveworkstudio

@melvinbf

SDNC13 -DAY1- Business Impact by Melvin Brand Flu

Design

Transcript of SDNC13 -DAY1- Business Impact by Melvin Brand Flu