SDNC13 -Day1- Go Deep or Go Home by Joel Bailey

Download SDNC13 -Day1- Go Deep or Go Home by Joel Bailey

Post on 28-Jan-2015

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Go Deep or Go Home by Joel Bailey - Capita Service design has passed the tipping point. We are no longer the next big thing, we are the thing. So now we have to deliver on the promise of transformational change. To get out of the pilot stage and onto the big stage. And to do that we have to be willing to go deeper and further than many of us our comfortable. In this provocative talk at this years Service Design Network Conference Ill draw on my experience dragging service design to the edge of its comfort zone, to transform services as diverse as British Army Recruitment, TV Licensing, O2 and Barnet Borough Council, and explore what skills we all need to develop to carry the industry forward.

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  • 1. Joel Bailey Director of Service Design Capita

2. One of the best performing FTSEs for the past 25 years 3. One of the best performing FTSEs for the past 25 yearsService design fizzles out 4. Inside the bubbleOutside the bubble 5. HOW WE CONNECT TO THE OPERATION 6. Full consideration of the designHorizontalStrategyProductsFull consideration of the business implications of the designVerticalsCultureChange 7. DepthNeed for grit 8. We need to get our hands dirty 9. We need to get our hands dirty 10. HOW WE CONNECT TO THE NUMBERS 11. Happiness 12. Happiness 13. The clientThe customer 14. RevenueHappinessCostCreate the conditions for profitable customer behaviours 15. (Why dont we have client personas on our walls?) 16. HOW WE CONNECT TO THE CLIENTS PAIN 17. Continuous service improvement Reactive Incremental Cut cost of supply Moderate savings Low riskBoring 18. Continuous service improvement Reactive Incremental Moderate savings Low riskBoringService innovation Proactive Step change practice Anticipated savings Large riskScary 19. Continuous service improvement Reactive Incremental Moderate savings Low riskBoringRadical service improvement Proactive Step change practice Significant savings Medium riskEssentialService innovation Proactive Step change practice Anticipated savings Large riskScary 20. Radical service improvement1.2.3.Reduce the 25-75% failure demandGet value demand to low-cost channelHandle all value demand right first timeHelp the customer do what we need them to do,in a way that they want to do it 21. 1. Go deeper into operational change 2. Turn customer experience into numbers 3. Focus on the real client pain points 22. Where does service design fizzle out?@joelbaileyuk