Ntt Data Advisory & Interactive 20120529

NTT DATA
 Advisory & Interactive Services

Copyright © 2012 NTT DATA, Inc. - Confidential

NTT DATA in the Americas

• 17,000 employees / $1.2B in revenues
• Offering clients more options through increased
depth and scale across:
o Advisory & Interactive Services
o Applications Services / ERP
o Mobility Services
o Cloud & Infrastructure Services
o BPO Services
o BI & Analytics
o Strategic Staffing
55% 45%
• Balanced Industry depth in commercial, healthcare,
financial and public sector
• Successful long-term relationships with rich and
Financial & Insurance
Public Sector Onshore diverse customer base
Mfg & High Tech Offshore
Other
Consumer & Retail • Balanced global delivery model that maximizes
Health & Life Sciences consistency and cost efficiencies

Copyright © 2012 NTT DATA, Inc. - Confidential 2

Advisory & Interactive Services

Copyright © 2012 NTT DATA, Inc. 3

Advisory Services :: Across the Enterprise

1 2 3 4 5
Transformation Strategy √ √ √

Change Management √ √ √ √

Experience Alignment √ √ √ √

Interactive Services √ √ √ √ √

Development & Integration √ √ √ √

COEs & Managed Services √ √


Business Transformation & IT Strategy

• Process Optimization Where in our process:
• IT Strategy
− IT Assessment & Roadmap, Platform Strategy & Selection,
IT Merger & Acquisition Due Diligence/Integration
• Program Management Office (PMO)
− PMO Strategy/Enhancements,
Project Audit/Recovery 1 2 3 4 5

Sample Clients:


Organizational Effectiveness

• Understand the organization’s vision, strategy, and desired Where in our process:
results
• Assess what it will take to align the organization to achieve
the desired future state
• Work across the organization to ensure alignment with
other enterprise efforts

1 2 3 4 5

Sample Clients:


Organizational Change Management

• Drive engagement in defining and understanding a Where in our process:
given change
• Clarify specific impacts and expectations to enable
stakeholders to execute new, or changed, processes,
roles & responsibilities
• Build a foundation to sustain & continuously
1 2 3 4 5
improve upon changes

Facilitating Change for the Individual
Specificity of information

Integrate
Clarify
Inform

Sustain
Inform about the Clarify scope with Integrate changes Sustain the
project – focus on “What’s through desired change
scope, timeline, be in it for me” organization through
nefits, opportunities (WIIFM) – alignment, role - continued
and expectations changes, impacts, based integration and
for training, driving continuous
involvement, and benefits, expectati ownership and improvement
where to go for ons and related ongoing
information timings optimization
Awareness Understanding Acceptance Commitment
Time
Change / Adoption Curve


Experience Alignment

Strategic Experience Alignment (SEA): NTT Data’s Where in our process:
trademarked process of aligning all people and systems
to support the experiences your employees and
customers must have in order for your organization to
meet its strategic business objectives.

1 2 3 4 5

Sample Clients:


Interactive Services

Mobile: Where in our process:
Mobile Interface design and
development, designing for
mobile web, outsourced
mobile app design and
development

Technology:
Mobile
Site Development,
1 2 3 4 5
Branding & Design:
Brand Treatment, Style Branding Application
Guides, Interface Design, & Technology Development,
Motion Graphics Design, Design Mobile Sample Clients:
Content Creation Development,
Strategy Personalization

Systems
Search
Integration
Search:
Site Search, Search Engine User-Centered
Optimization Design
Systems Integration:
Content Management
Systems, Ecommerce,
User-Centered Design: Advertising, Community &
Insight Gathering Personae, Usage Social Media
Scenarios, Content Strategy, Taxonomy
& Metadata Strategy, Information
Architecture, Interaction Design


Sustain: Standardize & Manage Production, Support

Managed & Outsourced Services & COEs Where in our process:

• Portfolio Rationalization
• Standards & Guidelines for:
Innovation, Design, Change
Management, Collaboration & Communication
1 2 3 4 5
• Outsourced Production & Support Services
• BPO
• COES: CX, Mobile, Customer Retention


Center of Excellence:
Experience Design


Human-Centered Experience Design (XD)

Research-based – Evidence-driven – Outcomes-focused

• Helps ensure the mutual success of every
interaction between your business and your
audience by addressing…
• Who is your audience?
• What do they need to do?
• How can you help them do it?

• Qualitative & Quantitative investigative
methods for capturing VoC include…
• Interviews • Journaling
• Ideation Sessions • User-testing
• Personas • Web Analytics
• Contextual Inquiries • Surveys
• Touch Point Analysis
• CC Log Analysis


Experience Design: Services

• Customer Experience (CX)
Ensuring the multi-touch point experience of
doing business with your company is a positive
experience that drives new business and
customer loyalty

• Employee Experience (EX)
Ensuring your organization’s people and systems
are aligned and help the company meet its
strategic objectives and performance metrics

• User-Centered Design (UCD)
Ensuring the human interfaces to technology are
designed within the context of use and are
characterized by utility, ease of use, and rapid
adoption


Experience Design: Core Competencies

Research & Planning Design & Implementation Testing & Evaluation

• XD Strategic Consulting • Info/Interaction Architecture • Satisfaction Surveys &
• Audience & Contextual • Website & Application Design Analysis
Research • Rich Internet & Mobile Design • Use Case Analysis (Utility)
• Cross Channel Touch Point • Cross Channel Integration • Usability Assessments
Analysis • Employee and/or System • KPI Analytics
• Business Success Metrics Integration
Analysis
• Heuristic Assessments


Case Studies


Creating a Customer-Focused Business
Service Center
A global pharmaceutical client was developing a business case for
centralizing five business services (Human Resources, Finance, IT, Facilities
and Procurement) into one global service center

They sought insights from the customer perspective to both influence and
validate the business case

Using a phased approach, they needed to understand how customers
currently interact with the five services, where it could be improved and a
“blue sky” vision for the future service center

Copyright © 2012 NTT DATA, Inc.

Creating a Customer-Focused Business Service Center

Current State Service Model and Scenario Example
Approach:
 As part of a phase I Discovery
engagement, we interviewed global
customers and stakeholders to
understand the most common service
requests, the typical interactions
between customer and service
provider, and areas of improvement.
 We reviewed various usage data and
insight materials from the five services.
 We evaluated areas of impact to the
business with the current service
design – e.g., inefficiencies, lost
productivity, low customer satisfaction
– and areas of opportunity with a new
model.



“Blue Sky” Service Models and Scenario

Outcomes:
 We supported the business case to
create a customer-focused business
service center through illustrating:
- The current, broken service experience
- A vision for an improved, central service
center
- The areas of measurable impact

 We then iterated our phase II
approach based on the learnings from
Discovery, which includes
interactive, collaborative service
innovation workshops and iterative
rounds of concepting and
requirements



Sample Deliverable: Current State Scenario: Facilities



Sample Deliverable: Persona



Sample Deliverable: Interaction Matrix


Virtualizing the IT Help Desk
A large healthcare client was standardizing IT service offerings across multiple
countries into a single global service catalog and ticketing system

As part of this transformation, they wanted to improve the usability of the IT-
facing ticketing system and release a new employee portal for requesting IT
services, reporting IT issues, and searching the knowledgebase (affecting 130k
employees globally)

They wanted to know how employees wish to interact with the help-desk, and
how to design the employee portal to meet both user and business objectives



Employee IT Services Portal – Sitemap
Approach:
 Provided recommendations on how to improve
the IT-facing ticketing system by: interviewing
key stakeholders, reviewing help-desk
documentation and metrics, and conducting
user tests with help-desk employees

 Designed information architecture and initial
prototype for the employee IT services
portal, while ensuring technical feasibility with
the new platform

 Performed iterative prototype user tests with
employees in all main regions. Updated the
design assets (including annotated prototype
and full color page comps) and conducted
transition walkthroughs for
requirements, testing, and build teams.

 Providing prioritized list of enhancements and
strategic guidance for future releases.
Employee IT Services Portal – Findings & Recommendations
Report from User Tests



Employee IT Services Portal – Prototype Page Examples
Outcome:
 Provided the client with a clear understanding
of who their employees are, their
challenges, and what they need in relation to
IT services

 Designed an employee IT services portal that
offers easy self-service, simple request/issue
submissions, and easy access to IT help-desk
through desired channels

 Eliminated pain-points related to current
toolsets to increase employee productivity/
satisfaction and to improve efficiencies with
ticket resolution

Employee IT Services Portal – Page Comp


Experience Design/Org Effectiveness
Front Line Employee Engagement & Performance

Discover & Analyze Understand & Identify Make Recommendations Prioritize & Track

26%

Impact
74%
Difficulty

• Two teams of techs and • We held stakeholder sessions Examples of Recommendations: • Recommended and prioritized
supervisors reported lower and interviews. to identify • Consider ways of changing how an array of near-term and long-
employee survey scores than themes, dynamics and call queues are measured and term goals to improve
their peer groups. behaviors that survey data did managed satisfaction, job
not identify. performance, opportunities for
• Improve collaboration among
• We were engaged to analyze • We used interactive sessions to supervisors growth, collaboration, and to
quantitative survey clarify areas where data was in elevate two internal brands at
strategies Comcast.
data, gather qualitative conflict.
Near-Term Takeaway: “Ten Things • Tracking of progress & metrics
data, identify underlying
You can Do Now to Improve from Dec 2011 through June
themes and issues, and Ex: “We’re asked to work on too
Communications” 2012
recommend a strategy & many different things…”
tactics for improvement


CX Case Study
Understanding Customer Service Rep / Client Interactions

 A large pharmaceutical client sought insights to
inform decisions around enhancements and new
technologies to maximize the efficiency of the
service force.

 We conducted interactive research, and created
design concepts to represent the ideal solution.


Contact

Dana Smitka Helland
Senior Client Manager
dana.helland@nttdata.com
267.481.4602


Ntt Data Advisory & Interactive 20120529

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