daniel ewerman | service design course | berghs
DESCRIPTION
Prioritisation, clustering and stakeholder Management at Berghs Service Design CourseTRANSCRIPT
PrioritisationClusteringStakeholder Mngt.
Daniel Ewerman, CEO, Transformator Design Group AB
[email protected]://www.transformatordesign.se/
Daniel EwermanSERVICEDESIGNERIndustrial Design MFA KonstfackFounder of Transformator & CEO
Service Design
1998 Konstfack, Umeå Industridesign, Berghs & Chalmers
SERVICE DESIGN
20061998 2010SERVICE DESIGN
CHANNEL INDEPENDENT
CUSTOMER INSIGHT DRIVEN SERVICE
INNOVATION METHOD
CUSTOMER RESEARCH METHODS
&INNOVATION METHODS
CUSTOMER ITERATIVE AND PROTOTYPING
EXPERIENCE MANAGEMENT &
CHANGE MANAGEMENT
THE RESULT OF WHAT WE DO IS SERVICES THAT ARE ATTRACTIVE FOR THE CUSTOMER &PROFITABLE FOR THE SERVICE PROVIDER
PrioritisationClusteringStakeholder Mngt.
FASTIGHETSÄGARE
PARKÖR
Har du tänkt på att…
Har dom varit här och kollat
den här veckan?
Varför har jag fått en bot?
Behöver nytt tillstånd
Prioritisation& Clustering
YesNow
In 6 monthIn 2 yearsIn 5 yearsMarketing
NoNot our roleNo business oportunityGood to be prepared
STRONG INSIGHT
CONRETE INSIGHT
1
2
2
3
INSIGHT PRIORITIZATION TOOL
KEY TOUCH POINTS IN THE CUSTOMER JOURNEY MAPPING
HIGH CUSTOMER EXPERIENCE IMPACT
HIGH FEASABILITY
1
2
2
3
IDEA PRIORITIZATION TOOL
CUSTOMER INSIGHTS BUSINESS OPPORTUNITYFEASIBILITYBRAND POSITIONPASSION
CUSTOMER INSIGHTS BUSINESS OPPORTUNITYFEASIBILITYBRAND POSITIONPASSION
CUSTOMER JOURNEY MAPPING VS BLUEPRINT
User/Customer Needs and BehaviorsUser/Customer ExperiencePhysical EvidenceUser/Customer ActionsTouch Point / OnstageStaff Activity / Backstage Supporting Processes
CUSTOMER JOURNEY MAPPING
BLUEPRINT
AFFINITY DIAGRAM
Process
1. Note each idea/Insight on notes2. Look for ideas/Insights that seem to be related3. Sort notes into groups until all notes have been used4. Create headlines for the sorted groups of notes
You may sort large clusters into subgroups for easier management and evaluation
6W What?Why?Who for?When?Where?With who?
INSIGHTSSOLUTIONRESPONSE
INTERNAL STAKEHOLDER MAP
1. Influence / Power2. Power / Agenda / Budget / Driving Force / Pain & Gain3. Neutral / Negative / Positive4. Maintain Relation / Build Relation5. Process Input / Output
Thanks!