Service Design for Intranets

1. Service Design for intranets Maish Nichani PebbleRoad Intranets2012 17 May 2012 Tuesday, May 22, 12 1

2. About me Founder and Principal of www.pebbleroad.com @maish Manager’s Manager’s Organizing Guidebook Organizing Digital Guidebook to Intranet Digital Information to Intranet Redesign Information for Others Redesign Projects for Others Projects Tuesday, May 22, 12 2

3. Nature of business “Intranets are changing immensely at a pace we’ve not seen before” William Amurgis Technology Tuesday, May 22, 12 3

4. Changing times Society Market Organisation Tuesday, May 22, 12 4

5. Society Stewart Brand The clock of the long now http://longnow.org/about/ Tuesday, May 22, 12 5

6. Market Expectation of a benefit Quality of experience www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf Tuesday, May 22, 12 6

7. Organisation htt tec Zu FB Hacker way Old way http://www.stuff.co.nz/technology/6355954/Zuckerberg-describes- FBs-hacker-way Tuesday, May 22, 12 7

8. Workplace Can staff have realtime access to datasets in multiple formats and on the web and mobile channels? Can my department get a place to store and retrieve documents? 2004 2012 Tuesday, May 22, 12 8

9. Workplace DIGITAL WORKPLACE Complicated Ill-defined High expectations Viewed as business driver INTRANET Simple Well-defined Low expectations Viewed as a convenience 2004 2012 Tuesday, May 22, 12 9

10. Digital workplace Document libraries Data services Collaboration Mobile services DIGITAL WORKPLACE Virtual meetings Business intelligence Communications Customer Relationship Management Tuesday, May 22, 12 10

11. Tuesday, May 22, 12 Mobile services Business intelligence Job to be done Communications Data services Customer Relationship Management Digital workplace DIGITAL WORKPLACE Virtual meetings Collaboration Document collections 11

12. “People don't want to buy a quarter-inch drill, they want a quarter-inch hole.” Theodore Levitt Tuesday, May 22, 12 12

13. Digital workplace All together DIGITAL WORKPLACE = As one Focused on the job Tuesday, May 22, 12 13

14. Digital workplace http://www.steptwo.com.au/papers/kmc_keysdw/index.html Tuesday, May 22, 12 14

15. How does one come up with such ideas consistently? Tuesday, May 22, 12 15

16. Response Service Design User experience design User-centric design Usability 2004 2012 Tuesday, May 22, 12 16

17. The proposition Think Service Design when designing the Digital Workplace Tuesday, May 22, 12 17

18. What is Service Design (SD)? Tuesday, May 22, 12 18

19. “A brand is a living entity—and it is enriched or undermined cumulatively over time, the product of a thousand small gestures.” Michael Eisner, former CEO of Disney Tuesday, May 22, 12 19

20. Evolving, adapting Quality of the experience “A brand is a living entity—and it is enriched or undermined cumulatively over time, the product of a thousand small gestures.” Services over time, across channels Tuesday, May 22, 12 20

21. “Service design is the application of established 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, 2010 Tuesday, May 22, 12 21

22. Elements of SD Tuesday, May 22, 12 22

23. Elements of SD 1 Focus on customer 2 Focus on service thinking 3 Cross channel Tuesday, May 22, 12 23

24. 1 Focus on customer Learn Do Observe Ask Tuesday, May 22, 12 24

25. 1 Focus on customer Tuesday, May 22, 12 25

26. 1 Focus on customer Personas http://webstyleguide.com/wsg3/2-universal-usability/5-in-design-process.html Tuesday, May 22, 12 26

27. 2 Focus on service thinking “A service is using your competencies and skills to benefit another person.” Robert Lusch http://www.youtube.com/watch?v=Rzy-foIvo6k Tuesday, May 22, 12 27

28. 2 Focus on service thinking I

29. can

30. help

31. you! Can

32. someone

33. help

34. me? I

35. want

38. place

39. to

40. rest

41. and

42. catch

43. up

44. with

45. friends Tuesday, May 22, 12 28

46. 2 Focus on service thinking Expectation of a benefit Quality of experience Tuesday, May 22, 12 29

47. 2 Focus on service thinking IT systems Physical environment Staff Customers Tuesday, May 22, 12 30

48. 2 Focus on service thinking I

49. can

50. help

51. you! I

52. can

53. help

54. you

55. too! Expectation of a benefit Tuesday, May 22, 12 31

56. 3 Cross channel Multi channel People Space Print Web Mobile ... Cross channel Tuesday, May 22, 12 32

57. 3 Cross channel Web Mobile Print Space Kiosk Source: The rise of cross channel UX design Tuesday, May 22, 12 33

58. 3 Cross channel http://tylertate.com/blog/2012/02/21/cross-channel-ia-blueprint.html Tuesday, May 22, 12 34

59. Examples of SD http://www.ideo work/business-p redesign http:// www.amazon.co http://www.min http://www.stb 2008/10/20/ser design-example/ http:// www.nytimes.co 2010/12/28/bu media/28disney.h Tuesday, May 22, 12 35

60. SD process Tuesday, May 22, 12 36

61. SD process Holistic End-to-end Cross channel Discover Ideate Develop Implement Co-creation Staging Tuesday, May 22, 12 37

62. SD toolkit Discover Ideate Develop Implement Stakeholder maps Idea generation Storyboards Measurement Customer journey Storyboards Prototypes Training maps Prototypes Service blueprints Support Business model Service blueprints ... ... canvas A day in the life ... ... Tuesday, May 22, 12 38

63. Customer journey maps http://www.joycehostyn.com/blog/2010/03/22/visualizing-the-customer-experience-using-customer-experience-journey-maps/ Tuesday, May 22, 12 39

64. How to use SD for the intranet? Tuesday, May 22, 12 40

65. Induction journey map First day at work Admin work Work mates Computer First project Tuesday, May 22, 12 41

66. Induction journey map First interaction Interview Confirmation First day at work Job ad Greeting The offer Admin work Application Interview Negotiations Work mates Acknowledgement Computer First project Tuesday, May 22, 12 42

67. Tuesday, May 22, 12 do better Experiences How can we Expectations First interaction Job ad Application Acknowledgement Interview Greeting Interview Confirmation The offer Negotiations Induction journey map First day at work Admin work Work mates Computer First project 43

68. Stakeholder maps Web team Frontline staff HR team EXTERNAL INTERNAL Intranet team Staff IT team Icons from: http://thisisservicedesignthinking.com/ Tuesday, May 22, 12 44

69. Service blueprint Job ad Application form Induction pack Website copy Thank you card Email letter Digital workplace Social media posts First interaction Interview Confirmation First day at work User actions Apply for job Arrive at ofﬁce Accept offer Arrive at ofﬁce Take interview Frontstage Post job ad Greet on arrival Email offer letter Greet on arrival Update website Interview Start induction process Blog, Tweet job Send Thank You opening card Backstage Create job ad Prepare for Prepare offer letter Greet on arrival Create web copy interview Take through induction Create social media process copy Teams Business dept. HR Business dept. staff Business dept. staff HR Front desk HR HR Corp comms Internal comms Front desk Web team Intranet team Tuesday, May 22, 12 45

70. Service blueprint Tuesday, May 22, 12 46

71. More... Tip Investigation Legal Verdict Policy Before trip During trip After trip Before writing When writing After publication Tuesday, May 22, 12 47

72. 3 ways to apply SD 1 As a layer of meaning to an ongoing project 2 As a way to re-imagine a big pain point. E.g. procurement As a support service for long-term 3 organisational design Tuesday, May 22, 12 48

73. Resources Text http://www.service-design-network.org http://www.servicedesigntools.org/ http://thisisservicedesignthinking.com/ Tuesday, May 22, 12 49

Service Design for Intranets

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Service Design for Intranets