Sxsw balanced team-paulsims2
-
Upload
made-by-many -
Category
Technology
-
view
108 -
download
0
description
Transcript of Sxsw balanced team-paulsims2
LEAN SERVICE DESIGN
•10 minute lightning talk about the evolving service design practice at MxM
LEAN SERVICE
MONOLITHIC STRATEGY•I always wanted to be a strategist•But I was disabled by being good at making things (and too honest)•Old service design too many diverse touchpoints (we can’t make them all)•New Service design centres on contextual digital touchpoints (mobile & web)•As a result we can own more of the making process
LEAN STARTUP
SERVICE DESIGN
AGILE•Nicked the best bits from all three•Service Design plays well with large orgs (handles big problems)•Service Design Good for managing innovation process (diverse disciplines in teams)•Lean for minimum viable prduct and and Launch & Learn product process•Agile for the specifying, making and managing process
MAKING STUFF
•A practice not a dogma
DISCOVER YOUR PIONEERS
•Look for evidence of the activity you need•Luckily we had Skype so near to face was easy•5 people is a good number for insights (more than that and your creating insight debt)•Insights with pairs of friends is best as they chat between themselves and make less up•Rolling insight and testing is the hardest bit but the most important
TEST NOW
•Find the fastest way to a test•Take your assumptions and push them simple filter process
DRAW AND PLAY MORE
•Use drawing as a brainstorming technique•Manufacture rapid paper prototypes•Keep working together for as long as possible
MAXIMISE AUTONOMY
•Bring developers upstream in the process•Pair devs with designers•Use realtime designing and building•This is more risky but creates better teams
JUST IN TIME IA
•Bring developers upstream in the process•Pair devs with designers•Use realtime designing and building•This is more risky but creates better teams
TitleDescriptionTopic items
Available timeCost option
Skype IDPassword
View offer details
and topics
- logged in notify offer owner - not
logged in Alert ‘You need to be
logged in’
Save link to offer in profile
Login page
A web form to capture the key points of Jim’s
offer
Jim’s Design Co. Sarah’s floristNarrative Touchpoint Process
Sarah can see Jim’s offer while browsing
NarrativeTouchpoint
Sarah can save an offer she thinks might
be interesting
Sign in / Sign up to Sype
She clicks ‘Request meeting’
Redirect New user to
profile/new
Redirect existing user to users/id
Save and publish to live
Save as draft to profile
An offer
“I want to sign in with my Skype ID”
“I want to create an offer outlining how my company
can help other SMBs with their
brands”
“I get an email if someone is
interested in meeting up”
“I can search all available the
offers and discussions”
“I like the sound of Jim’s offer, I’d like
to have a quick chat and find out
more”
INVENT TOOLS
•Keep thinking of new ways to describe things•Prototype with realtime chat•Create forums for designers and devs to collaborate.•Facilitate this experience
Shared vision• Simple statement of goals / aims / intentions
Success criteria• Testable expectations• Customer satisfaction• Sign ups / New users• Sales increase• International reach• Social network reach
Assumptions• Things that need validation
Current situation• Background and context• Competition• Qualitative assessment• Analytics / Trends
Constraints• Budget• Available time
Why• Business segments• Root-cause analysis
Risks• Dilution / Control
Charter
USE CHARTERS
•Nicked from agile•Simple tool to define short/long term objectives•Creates focus
SKYPE IN THE CLASSROOM
WE GAVE THEM A STORY ENGINE
SKYPE WANTED SOME STORIES
•3 slide case study•Skype knew teachers were using it in the classroom•We converted a marketing & PR strategy into a service
•A collaborative utility•Generates amazing stories on it’s own•It’s easier to capture the need not the outcome•About ideas in time not artefacts
•(This page shows a teacher looking to work on a project about Inuits. She got a responce from a teacher from Yupik community)
BLUEPRINT THE FUTURE
•Scale ambition - not the promise•Create small pieces of evidence•Create examples of future service ecologies•Then think what happened to get here•Work with the complexities of the large org stakeholders (help them with ‘elevator pitches’)
INSPIRING TEACHERS
AMAZING EDUCATIONAL EXPERIENCES
PLACE TO SKYPE BRAND
•The outcome•A powerful utility•Everybody wins
•This looks a lot like the triple bottom line...
PEOPLE
PLANET PROFIT
•The triple bottom line big part of service design agenda
NOTHING IS FOREVERNOTHING IS FINISHEDNOTHING IS PERFECTNOTHING IS THE SAME
•Reiterate... wabi•Embrace project diversity•No project is ever the same•One size fits all process is a myth•Have a few generic tools that are constantly customised
THANK YOU
@SAULPIMS