On September 26th, ISS had the pleasure of hosting a seminar where we shared thoughts, ideas and cases on how to create valuable and effective service moments through Service Design Thinking.

1. 1
Welcome
ISS Business Forum – 26 September 2017

2. 2
Service Design Thinking:
The next frontier of the workplace experience

3. The ISS 2020 Vision White Book Series
2011 2013 2014 2015 2016 2017

4. The ISS Vision
4
“We are going to be the world’s
greatest service organization”

5. 5
What is Service Design?
”Service Design helps to innovate or improve services to make
them more useful, usable, desirable for clients and effcient as well
as effective for organizations. It is a new holistic, multi-disciplinary,
integrative field.” (Stefan Moritz)
”Service design is the application of established design process and
skills to the development of services. It is a creative and practical
way to improve existing services and innovate new ones” (live|work)
”Service design is all about making the service you deliver useful,
usable, efficient, effective and desirable” (UK Design Council)
”When you have two coffee shops right next to each other, and
each sells the exact same coffee at the exact same price, service
design is what makes you walk into the one and not the other, come
back often and tell your friends about it” (31Volts)

6. 6
Today’s Program
15.00 Welcome and Introduction by Peter Ankerstjerne
15.05 The Key Components of an Excellent Workplace
Experience by Anders Gjørup Hansen
15.30 Case: ISS – Using Service Design & Touchpoints
to Create Better Workplace Experiences by Signe Adamsen
15.50 Service Design – Next Generation by Marc Stickdorn
16.30 Nudging in a Service Context by Pelle Guldborg Hansen
17.00 Networking and Snacks by ISS Catering Services

7. 7
Today’s Program
15.00 Welcome and Introduction by Peter Ankerstjerne
15.05 The Key Components of an Excellent Workplace
Experience by Anders Gjørup Hansen
15.30 Case: ISS – Using Service Design & Touchpoints
to Create Better Workplace Experiences by Signe Adamsen
15.50 Service Design – Next Generation by Marc Stickdorn
16.30 Nudging in a Service Context by Pelle Guldborg Hansen
17.00 Networking and Snacks by ISS Catering Services

8. Workplace Experience (WPX)
as Accelerator
Anders Gjørup Hansen
Group Marketing Manager
ISS A/S

10. Master in Marketing from CBS
CMO for a Scandinavian hotel chain
Group Marketing Manager for ISS
ExWife, Kids, Girlfriend, more kids…
About me

12. An Age of
Transformation

13. An Age of
Transformation

14. An Age of
Transformation

15. An Age of
Transformation

16. An Age of
Transformation

17. Developing and nurturing the right culture
is fast becoming THE critical factor when
it comes to succeeding in the modern
competitive landscape.
And culture is shaped by our daily work
life experience.

18. An Age of
Transformation

19. An Age of
Transformation

20. The Evolution of the office

21. The Evolution of the office
1900
Taylorist office

22. The Evolution of the office
1900
1940s
Taylorist office
Corporatist office

23. The Evolution of the office
1900
1940s
1960s
Taylorist office Bürolandschaft office
Corporatist office

24. The Evolution of the office
1900
1940s
1960s
1990s
Taylorist office Bürolandschaft office
Activity based officeCorporatist office

25. The Evolution of the office
1900
1940s
1960s
1990s
Today
Taylorist office Bürolandschaft office
Activity based office
Experience
based office
Corporatist office

26. What is next?

27. The Evolution of the office
1900
1940s
1960s
1990s
Today
Taylorist office Bürolandschaft office
Activity based office
Experience
based office
Corporatist office

28. The Evolution of the office
1900
1940s
1960s
1990s
Today
Taylorist office Bürolandschaft office
Activity based office
Experience
based office
Corporatist office
The Future
The Transformative office

29. The Transformative office:
“Work Place Experiences that not only
supports, services and excites, they
transform and support the behavioural
changes that we need.”

31. To understand what makes us smile
and support new cultures and
behaviors we need to understand
what shapes human behaviour.

39. – Walt Disney
“You can design and create, and
build the most wonderful place
in the world. But it takes people
to make the dream a reality.”

40. So how do we bring the Workplace Experience to life
through Touchpoints, Service Design and Behavioral
Changes through Nudging?

41. Thank you
for your attention!
Web: issworld.com
Facebook: facebook.com/issworld
Twitter: @issworld
LinkedIn: linkedin.com/company/iss-facility-services-a-s
Blog: servicefutures.com
Betterworkplaces.issworld.com

42. 42
Today’s Program
15.00 Welcome and Introduction by Peter Ankerstjerne
15.05 The Key Components of an Excellent Workplace
Experience by Anders Gjørup Hansen
15.30 Case: ISS – Using Service Design & Touchpoints
to Create Better Workplace Experiences by Signe Adamsen
15.50 Service Design – Next Generation by Marc Stickdorn
16.30 Nudging in a Service Context by Pelle Guldborg Hansen
17.00 Networking and Snacks by ISS Catering Services

43. Workplace Experience
- Business Forum, 26 September 2017
43

44. ISS service design & Experience principles for workplaces
Service &
Experience
Design
Principles for
workplaces
Intentional
and
architected
services
User
centricity with
the support of
Touchpoints
Change
Management
&
Engagement
& Training
Services
supported by
IOT
Innovation &
Experience
Manager
End User
Surveys

45. MOVING FROM FM
TO EXPERIENCE

47. Touchpoints for different sectors
Business services and IT
Aviation
Hospitals
Pharmaceuticals
47

48. Touchpoints – putting yourself in the customer shoes!
48

49. Work shops
49
1st round of workshops
• Interview 2-4 end-users about what is their need for the
specific touch point
• Conduct ”inspiration tour” and visit a site / location /
business which you consider to be best-in-class
• Complete the NOSE exercise using the template – be as
concise as possible
• Based on the NOSE draft your version of the “User
Experience” which the end-users will appreciate
2nd round of workshops
• Break-down the touch point into a number of sub-touch
points
• Based on your draft of the “User Experience” develop
concrete suggestions for innovation and/or new services
• Describe the full service solution per individual touch point

50. Decide on purpose of
meeting/training/event
a. Decide on meeting format
b. Decide on participants
Meeting design and booking
a. Suitable meeting room
b. Catering
c. Breaks
d. AV-equipment
Invitations
a. Purpose, roles
b. What to bring and prepare
c. Timing
d. How to get there
e. Practical info
Preparation
a. Book Speakers
b. Hand-outs
c. Name tags
d. ID badges
e. Gifts
f. Slide deck
Having the
meeting/training/event
a. Preparation of the meeting
room
b. Catering set-up
c. Welcome and safety information
Follow-up
a. Minutes of meeting
b. Send out slide deck
Having meetings, conferences, events
Easy to plan and book Energizing food
Optimal environment Service With a Human
Touch
Innovation and services
50
User Experience
Meetings are professional and focused. Time is precious and
meetings must be well planned, communicated and managed so
that business is conducted efficiently and progress is achieved.

51. 51

52. CONCEPTS: ISS concepts consist of three items - Meetings
Concept description
Service Standard
Operating Procedures
(SSOP)
Communication and
training fo frontline
52

53. Development 2013-2017: Overall positive development
53

54. Concepts build on Intentional and architected services
Overmanaging (not micro management)

55. What is ISS’ “folded toiletpaper”?

56. Yearly event planner
June
Info goes here.
January
Info goes here.
July
Info goes here.
December
Info goes here.
April
Info goes here.
March
Info goes here.
September
Info goes here.
October
Info goes here.
May
Info goes here.
February
Info goes here.
August
Info goes here.
November
Info goes here.
2017

59. Workplace Experience
- Business Forum, 26 September 2017
59

60. 60
Today’s Program
15.00 Welcome and Introduction by Peter Ankerstjerne
15.05 The Key Components of an Excellent Workplace
Experience by Anders Gjørup Hansen
15.30 Case: ISS – Using Service Design & Touchpoints
to Create Better Workplace Experiences by Signe Adamsen
15.50 Service Design – Next Generation by Marc Stickdorn
16.30 Nudging in a Service Context by Pelle Guldborg Hansen
17.00 Networking and Snacks by ISS Catering Services

132. 132
Today’s Program
15.00 Welcome and Introduction by Peter Ankerstjerne
15.05 The Key Components of an Excellent Workplace
Experience by Anders Gjørup Hansen
15.30 Case: ISS – Using Service Design & Touchpoints
to Create Better Workplace Experiences by Signe Adamsen
15.50 Service Design – Next Generation by Marc Stickdorn
16.30 Nudging in a Service Context by Pelle Guldborg Hansen
17.00 Networking and Snacks by ISS Catering Services

133. Designing for users
iNudgeyouTHE APPLIED BEHAVIOURAL SCIENCE GROUP
Pelle Guldborg Hansen,
Behavioural Scientist, Ph.D. / CBIT, Roskilde University
Director of ISSP – The Initiative for Science, Society & Policy
Chairman of The Danish Nudge Network
Head of INUDGEYOU team www.inudgeyou.com
BEHAVIOURAL DESIGN @ WORK
Tables Queues Colonoscopy

135. 80%

136. Source: Hansen, PG (2016) The Definition of Nudge and Libertarian Paternalism: Does the hand fit the glove?
The European Journal of Risk Regulation
nudge
”Any aspect of a choice
architecture that should not
influence behaviour in principle…,
but does in practice.”

139. TILBAGE TIL KØEN

144. Reduction:
4 min. 46 sec. /
flight
7,41
6,33
4,00
4,50
5,00
5,50
6,00
6,50
7,00
7,50
8,00
Control (n = 679) Intervention (n = 684)
Timeperpassenger(sec)
Note: The reslut is calculated for ordinary passenger. By ordinary we mean passenger who did not have NoK-, APIS- or Selectee status.
By showing passengers how to hand over their passports and boarding passes to handler the time taken by handler to
process passengers was reduced with 1,08 second per passenger* in a field experiment.

146. “Home away from home”

147. Tables @ Work

150. Wansink, B. (2004) Environmental factors that increase the food intake and consumption volume of unknowing consumers. Annual Review of Nutrition, Vol. 24, 455-479.
35 %
75 %
96 %

151. Cups @ Work

153. Meetings @ Work

154. Nudge #1: Stående møder
Standing meetings
Standing cuts
meetings by
38% without
influencing
the quality of
the decisions.

157. 70%
26%
30%
74%
0%
10%
20%
30%
40%
50%
60%
70%
80%
I dag Næste uge
Chokolade
Frugt
66%
29%
34%
71%
0%
10%
20%
30%
40%
50%
60%
70%
80%
I dag Næste uge
4 Bryllupper
Schindler
In two weeksToday Today Next week

158. Lunchrooms @ Work

159. Getting people to go vegetarian
Group 1:
At the conference a non-
vegetarian buffet will be served
for lunch. Mark if you would
like to have a vegetarian dish
prepared for you.
Group 2:
At the conference a vegetarian
buffet will be served for lunch.
Mark if you would like to have
a non-vegetarian dish
prepared for you.
98%
13%
2%
87%
0%
20%
40%
60%
80%
100%
120%
Ikke-vegeterisk default (n = 56) Vegetarisk default (n = 52)
Ikke-vegetarisk
Vegetarisk
Non-vegetarian
def.
Vegetarian
def.
Non-vegetarian.
Vegetarian.

160. 26 %
27 cm24 cm
Hansen, P.G.; Jespersen, AM; Skov, LR (2015) Size matter! : A
choice architectural field experiment in reducing food waste. Menu:
Journal of Food and Hospitality Research, Vol. 4, 2015, s. 11-15.
Size matters!

162. 38 %

164. 577 534
126
0
100
200
300
400
500
600
700
Burger alene (n=55) Burger+salat (n=58)
Kalorievurdering
Burgereksperiment (N=113)
Bruger Burger Salat
McBacon=445 Kcal
How many calories in a McBacon?
Burger
Salad
Burger + salad

166. Subjects consisted of 87% staff, 9% grad
students, and 4% off campus. Mean age = 43.
Six menu-items were selected for descriptive
manipulation, and were rotated between ’basic
description’ and ’descriptive labels’. Each item were
available 6 times over a six week period
Subjects filled out single-item questionnaries
after consuming food
EXPERIMENTAL DESIGN FOR LABELLING INFLUENCES ON FOOD EXPERIENCE
SAMPLE AND SETTING Predicted effects – measured in 1-9 lierkert skalesEXPERIMENTAL CONDITIONS
Wansink, B., Painter, J., & Van Ittersum, K. (2001). Descriptive menu labels’ effect on sales. The Cornell Hotel and Restaurant Administration Quarterly,
42(6), 68-72

167. 6,2
5,7
5,9
6,9
6,5
7,1
5
5,5
6
6,5
7
7,5
Att towards menu item Att towards restaurant Repurchase itention
Customer Satisfaction
Wansink, B., Painter, J., & Van Ittersum, K. (2001). Descriptive menu labels’ effect on sales. The Cornell Hotel and Restaurant Administration Quarterly,
42(6), 68-72
N = 143

169. S E X

171. … Closing down

174. The peak-end-rule

175. Thanks!Read more at
www.inudgeyou.com

176. 176
Today’s Program
15.00 Welcome and Introduction by Peter Ankerstjerne
15.05 The key components of an excellent workplace
experience by Anders Gjørup Hansen
15.30 Case: ISS – Using Service Design & Touchpoints
to Create Better Workplace Experiences by Signe Adamsen
15.50 Service Design – Next Generation by Marc Stickdorn
16.30 Nudging in a Service Context by Pelle Guldborg Hansen
17.00 Networking and Snacks by ISS Catering Services