PowerPoint Presentation

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#HCDisruption

HELLO. IM DAVY.

IM A __________ DESIGNER

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IM A __________ DESIGNERPRINT

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IM A __________ DESIGNERMULTI MEDIA

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IM A __________ DESIGNERDIGITAL

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IM A __________ DESIGNERCREATIVE

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IM A __________ DESIGNERUSER EXPERIENCE

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IM A __________ DESIGNEREXPERIENCE

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IM A DESIGNER.

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I LOVE DISRUPTION.

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WTF IS DISRUPTION.

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Disruption displaces an existing market, industry, or technology and produces something new and more efficient and worthwhile.

It is at once destructive and creative.Clayton Christensen Harvard Business School professor

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COMPASS

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COMPASS

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HUMANS

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THE CUSTOMER IS KING.

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THE CUSTOMER IS KING,

OF THE DISRUPTORS.

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CUSTOMERS = $

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HAPPY

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THEY ARE STEALING YOURCUSTOMERS

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THEY ARE STEALING YOURMONEY

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WHY WEDONT DISRUPT?

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TEN.FLYING SOLO.

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NINE. TOO MUCH. TOO SOON.

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EIGHT.FEAR OF CHANGE.

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SEVEN.SCEPTICISM.

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SIX.SHORT SIGHTED.

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FIVE.RISK.

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FOUR. COMMITMENT.

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THREE. ACCOUNTABILITY.

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TWO. OVER DOCUMENT.

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ONE.UNDEFINED PURPOSE.

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PLACE CUSTOMERS IN THE CENTRE.

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No. 1BE CONFIDENT.

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No. 2MAKE IT.

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No. 3FAIL. LEARN. REPEAT

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No. 4WE ARE ALL HUMANS.

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No. 5BE AMBIGUOUS.

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DISCOVERDEFINEDESIGNDELIVERDIVERGECONVERGEDIVERGECONVERGE

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No. 6ITERATE. ITERATE.

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No. 7MVP. MVP. MVP.

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FEASIBILITYTechnologyVIABILITYBusinessHCD

DESIRABILITYHumanHCD MEETS IN THE MIDDLE.START HERE

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HOW MIGHT WE

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GLOBAL SCALE

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THE CHALLENGE

Student entry significantly impacted by agent performanceLack of tools mean all agents work individuallyDecentralised IT support quality degrades in certain regionsMarket share under threat by digital pure playBusiness strategy to grow 200% in SE Asia, Europe and US

How might we create a customer experience that enables students to engage with XX from discovery to on going retention whilst ensuring quality across the entire network, and growth in strategic regions

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THE METHOD

8 week co-design CX strategyDaily engagement with brand team as part of blended processGlobal face to face workshops and interviews with Students, Agents and Stakeholders16 Codesign workshops on shoreDesign thinking process Negative/Positive Ideation, Design Jams, Rapid Prototyping and Testing

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THE OUTCOMES

Global CX strategy defined with ICT and Major Initiative Roadmap Defined.200 Initiatives defined and prioritised based on student requirementsIdentification of significant growth stream identified, product development that allows business rapid scale and reduced costs

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RESOURCES

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THE CHALLENGE

A single event at a LNG plant can cause $100m> lossAvg. 4-6 events per yearLack of data makes it unpredictableLack of local skills mean engineer response time is slow

How might we predict and event, and leverage our local and SME teams collective insights to rapidly action preventative measures to reduce revenue loss.

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THE METHOD

12 week proof of conceptLocal site team identified as the customerEngineers and site team co create processDesign thinking process Design Jams, Rapid Prototyping and Testing

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THE OUTCOMES

100% reduction in event occurrencesData provide to local site team in dashboard form with advanced data and analytics predicting events 6 months outPreventative measures provided to local team through step by step applicationMicrosoft HoloLens used by Local site team, with Skype to Engineer to guide maintenance when unavailableGlobal loss of $400m reduced due to prevention

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WE ARE __________ DESIGNERSALL

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WE CAN SOLVE ALMOST ANYTHING WITH DESIGN.

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WE DESIGN WITH HUMANS.

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WE

ASK QUESTIONS.IDENTIFY THE WHY.DESIGN TOGETHERSUCCEED TOGETHERHOW MIGHTWE

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FOCUS ON THE CHALLENGE.

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NOW THE FUN BIT...QUESTIONS?

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