design thinking and your customer experience - … · design thinking and your customer experience...
TRANSCRIPT
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Design thinking and your customer
experience
Zac Ashkanasy
18 October 2016
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Design thinking follows certain principles.
Put humans at the centre Observe to discover unmet needs Goal: Solve a problem; design what should be
Focus on the user Prototype cheaply Learn quickly Innovate
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Contents
1. The employment landscape is a fast changing environment
2. Service providers need to respond and carve a new and relevant role
3. Design thinking can be used to solve difficult problems
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The employment landscape is a fast changing environment
https://stocksnap.io/photo/6RBX3LJYC4
Sharing economy Task workers Digital business
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The employment landscape is a fast changing environment
Rise in freelances and start-ups
Technological disruption
Economic uncertainty
Increase in Gen Y workers
The Players The Environment
Increase in self employment The platform economy
Key changes in the employment environment
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The employment landscape is a fast changing environment
Employment services needs to be prepared to overcome challenges and adapt
44% of
Australian jobs are at risk from
digital disruption in 20 years
75% of fast
growing occupations
require STEM skills
Gen Y workers, freelancers and
start-ups are breaking away from traditional ways of
working
The digital era is eliminating some industries and jobs, but
enabling the creation of many more than it wipes out.
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‘New’ organisations challenge incumbents and regulators….
Incumbent Innovator
Regulator Regulator
Incumbent Innovator
Customer / citizen
Customer / citizen
OLD NEW
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….and the ‘new’ organisations is emerging rapidly.
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The employment landscape is a fast changing environment…
http://www.news.com.au/finance/work/at-work/australias-freelance-economy-grows-to-41-million-workers-study-finds/news-story/629dedfaea13340797c68822f4f2a469
There are exciting opportunities
32% of the
workforce freelanced in 2015
$ 1.4 billion extra revenue pa by 2016 from outsourcing by households, businesses, government and overseas nations (to us).
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….and you aren’t alone!
Source: http://www.smartcompany.com.au
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Service providers need to respond and carve a new and relevant role
Changing policy
environment
Training and
upskilling
Managing new ways of working
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Top 10 skill sets….
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Design thinking can be used to solve new and difficult problems
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Design thinking combines analytics, imagination…and bravery.
http://www.slideshare.net/bizcampni/design-thinking-for-business-growth
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Truthful real-time feedback
Fast and efficient production timeframes
Risk mitigation
Builds greater confidence
Why use design thinking
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Design thinking requires a certain mindset
Empathy
Openness Curiosity
Collaboration
Experimentation
Courage
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There is a structured process to follow
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• Re-design your employee experience
• Re-image the relationship of an
employment service with employers
• Help disadvantaged job seekers • Improve the on-boarding
experiences – staff & jobseekers
• Improve job seeker visibility to
prospective employers • Improve BoH processes
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Organisation are also embedding design to driver greater customer focus (and financial outcomes).
Design labs Voice of the customer programs. Customer Experience leadership Simple customer metrics
Customer experience trends
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Case study: Redesigning the employee on boarding experience at Telstra
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Telstra’s applied design thinking process
Deloitte: http://dupress.deloitte.com/dup-us-en/focus/human-capital-trends/2016/employee-experience-management-design-thinking.html
1.Define
Discovery interviews with leaders to frame
the question
2. Empa-thise
Interviews and focus groups to
explore challenges and
needs across the 1st 90 days
3. Ideate
Key points were identified that
could be dramatically improved to
delight employees
4. Proto-type
Low fidelity
solutions and tools were
developed and tested
5. Iterate
Employees and leaders
emulated the journey multiple
times to allow for fast failure
and to integrate the lessons
learned
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Key insight: employees who succeeded in the first 90 days were more productive over the entire course of employment than those who struggled.
Telstra’s learnings and outcomes
http://dupress.deloitte.com/dup-us-en/focus/human-capital-trends/2016/employee-experience-management-design-thinking.html
Join Learn Contribute Grow Personalise the experience and
create fast ties to the organisation
Allow time and space for key
learning to happen quickly
Provide guidance, support and
coaching to foster productivity
Acknowledge and celebrate
achievement for continuous growth
Results: rise in productivity, increased engagement, easy employee integration into the organisation
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Case study in design: Young People and the Job Plan
Putting employers at the centre of design
Future of DES lab: Policy co-creation in action