sdnc13 -day1- go deep or go home by joel bailey

Joel BaileyDirector of Service DesignCapita

Or go home

“One of the best performing FTSE’s

for the past 25 years”

Employee of the month

“Service design fizzles out”

Employee of the month

“One of the best performing FTSE’s

for the past 25 years”

Inside the bubble

Outside the bubble

HOW WE CONNECT TO THE OPERATION

Horizontal Strategy

Verticals Culture

Full consideration of the business

implications of the design

Full consideration of the design Products

Change

Depth

Need for grit

We need to get our hands dirty

We need to get our hands dirty

HOW WE CONNECT TO THE NUMBERS

Happiness

Happiness

The customer

The client

Revenue

Happiness

Cost

Create the conditions for profitable customer behaviours

(Why don’t we have client personas on our walls?)

HOW WE CONNECT TO THE CLIENT’S PAIN

Continuousserviceimprovement

• Reactive• Incremental• Cut cost of supply• Moderate savings• Low risk

Boring

Continuousserviceimprovement

Service innovation

• Proactive• Step change practice• Anticipated savings• Large risk

• Reactive• Incremental• Moderate savings• Low risk

ScaryBoring

Continuousserviceimprovement

Service innovation

• Proactive• Step change practice• Significant savings• Medium risk

Radical service improvement

• Proactive• Step change practice• Anticipated savings• Large risk

• Reactive• Incremental• Moderate savings• Low risk

Essential ScaryBoring

Radical service improvement

Reduce the 25-75% failure demand

Get value demand to low-cost channel

Handle all value demand right first time

1. 2. 3.

Help the customer do what we need them to do,

in a way that they want to do it

1. Go deeper into operational change

2. Turn customer experience into numbers

3. Focus on the real client pain points

Where does service design fizzle out?

@joelbaileyuk