5 things i wish i knew – a service design journey
DESCRIPTION
Keynote presentation delivered October 3, 2013 at Adaptive Path's Service Experience Conference.TRANSCRIPT
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5 Things I Wish I KnewA Service Design Journey
SERVICE EXPERIENCE CONFERENCEOCTOBER 3, 2013
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Why are you here?
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I’M A POET
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A DESIGNER
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Design Process
RESEARCH INSIGHT IDEATE DELIVER
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PHOTO CREDIT: KIPUM LEE
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PHOTO CREDIT: KIPUM LEE
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SERVICEDESIGNTOOLS.ORG
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2006ATTENDED FIRST INTERNATIONAL SERVICE DESIGN CONFERENCE
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2007DIRECTED SECOND INTERNATIONAL SERVICE DESIGN CONFERENCE
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2008 – PRESENTSUPPORTED THE DEVELOPMENT OF THE SERVICE DESIGN NETWORK
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5 Things I Wish I Knew
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1. It goes beyond customers.
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We dropped our 10-year old Phoebe at the San Francisco airport on Saturday, June 30th for her first flight as an unaccompanied minor.
We then waited and waited for the call from camp that she arrived safely. That call did not come.
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United has made the travel process and experience unbearable by de-humanizing any and all experiences UNLESS you are a Premier member AND you beg someone to ‘be a parent’ AND they break the rules ONLY then can they maybe help you.
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There’s a deeper problem here.
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TOUCHPOINT
CUSTOMER
STAFF
PRODUCTS OPERATIONS STRUCTURE CULTURE
CUSTOMEREXPERIENCE
BIZ & STAFFEXPERIENCE
SX
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BUSINESSSTAFF
CUSTOMER
EMPATHYTRIANGLE
We need a balance.
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PEOPLE FIRSTBUSINESS FIRST
INSIDE OUT OUTSIDE INOUTSIDE IN
& INSIDE OUT
You need to design service experience from inside and out.
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Service design applies design methods and craft to the definition and orchestration of service experiences.
Service design examines the operations, culture, and structure of an organization for impact on service experience.
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FoundationalTransformational
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CREATING AN SX TEAM REPORTING THE NUMBERSASKING FOR BLUEPRINTS
My highlights
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AdviceBe human.
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AdviceFocus as much on staff and business empathy as you do customers.
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2. You won’t always know what you’re doing.
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What improves the patient experience at a neurosurgery clinic?
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ANSWERSEATING ARRANGEMENT
BEFORE
AFTER
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ANSWERHANDOUT
I know you don’t want to be here. I know you don’t want to know me.
But the best thing that could happen is to know me.
I’ve performed more than 3,000 neurosurgical procedures. More than 800 of those are what’s called minimally invasive endoscopic procedures.
And I’m a person first. I’ll be direct and treat you like a friend. Occasionally, I may even make you laugh.
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ANSWERINTERACTIVE SYSTEM
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You’re all right!
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SERVICE DESIGN
PRODUCT DESIGN
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Ambiguity and myriad solutions means you won’t always know what you’re doing.
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RESPONDS TO NEW LEARNINGS
KEEPS IT EXCITING!
FOCUSES ON THE RIGHT PROBLEM
Why that’s good
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The real problem is often not the one you’re asked to solve.
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IT’S HARD TO BUY DIFFICULT TO PLANAMBIGUITY IS SCARY
Why that’s bad
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AdviceMake the strategy tangible.
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AdviceShow value through execution.
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3. There’s lots of storytelling!
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It’s hard to show a service experience.
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CAPTURE STORIES
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MAP STORIES
Experience Map for Rail Europe | August 2011
STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is convenient, easy, and flexible.
Rail booking is only one part of people’s larger travel process.
People build their travel plans over time. People value service that is respectful, effective and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak, compare
airfare
Google searches
Research hotels
Talk with friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets arrive in mail
• I’m excited to go to Europe! • Will I be able to see everything I can?• What if I can’t afford this?• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is so negative.
• Keeping track of all the different products is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets. Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in the middle of the night.
• Stressed that the train won’t arrive on time for my connection.
• Meeting people who want to show us around is fun, serendipitous, and special.
• Excited to share my vacation story with my friends.
• A bit annoyed to be dealing with ticket refund issues when I just got home.
View maps
Arrange travel
Blogs & Travel sites
Plan with interactive map
Review fares
Select pass(es)
Enter trips Confirm itinerary
Delivery options
Payment options
Review & confirm
Map itinerary(finding pass)
Destination pages
May call if difficulties
occur
E-ticket Print at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for questions
Activities, unexpected changes
Change plans
Check ticket status
Print e-tickets at home
web/apps
Look up timetables
Plan/confirm activities
Web
Share photos
Share experience (reviews)
Request refunds
Follow-up on refunds for booking changes
Share experience
Buy additional tickets
Look up time tables
Stakeholder interviewsCognitive walkthroughs
Customer Experience SurveyExisting Rail Europe Documentation
Opportunities
Guiding Principles
Customer Journey
Information sources
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?• Where do I want to go?• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a little more for first class.
• How much will my whole trip cost me? What are my trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations I need in this booking so I don’t pay more shipping?
• Rail Europe is not answering the phone. How else can I get my question answered?
• Do I have everything I need?• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are not more trains. What can we do now?
• Am I on the right train? If not, what next?• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not sure if I’ll get a refund or not.
• People are going to love these photos!• Next time, we will explore routes and availability
more carefully.
Ongoing, non-linear
Linear process
Non-linear, but time based
Communicate a clear value proposition.
STAGE: Initial visit
Connect planning, shopping and booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better, more savvy travelers.
STAGES: Global
Proactively help people deal with change.
STAGES: Post-Booking, Traveling
Support people in creating their own solutions.
STAGES: Global
Visualize the trip for planning and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with explicit purposes.
STAGES: Global
Communicate status clearly at all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and booking in Europe too.
STAGE: Traveling
Aggregate shipping with a reasonable timeline.
STAGE: Booking
Help people get the help they need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets for refund
Get stamp for refund
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WRITE STORIES
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ILLUSTRATE STORIES
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ACT OUT STORIES
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SOCIALIZE STORIES
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BUY ININSPIRATION
Stories are like putting wheels on a mountain.
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AdviceInvest in storytelling.
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AdviceHelp others tell stories.
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4. It’s not about ideas.
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TYPICAL HUNDREDS OF IDEAS
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Given the right inputs, everyone can come up with great ideas.
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Ideas are sexy. Execution? Not so much. This is a conundrum.— Behance CEO Scott Belsky
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VISION PLANNING EXECUTION
SERVICE DESIGN DOESN’T STOP HERE.
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Ideas are a dime a dozen. People who implement them are priceless.— Mary Kay Ash
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You need to carry the vision through planning and execution.
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It’s hard!But really, really, really, really, really important.
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Businesses love to chase squirrels.
ALIGNTOWARD A COMMON GOAL
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Ideas tend to get lost along the way.
MANAGE DELIVERY OVER TIME
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MOBILE APP MAIL PIECECUSTOMER SERVICE
ORCHESTRATE EXECUTION
Features get executed in silos.
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AdviceAlign ideas.
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AdviceKnow the service design can be a long, hard journey.
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AdviceCreate a team to sustain the vision through planning and execution.
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5. You can’t do this alone.
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There is no black box design in
service design.
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Everyone can participate in the design process.
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DOCTORS & NURSES
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PROCESS ENGINEERS & EXECUTIVES
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We can no longer work separately.
DESIGN BUSINESS
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AdviceBring customers, designers, and the business together.
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AdviceCreate a common space to work together and share ideas.
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What’s next?
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TELLING STORIES ORCHESTRATING EXPERIENCES
FACILITATING DESIGN
Service design craft
CREATIVITY MANAGEMENTLEADERSHIP
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Service Design Education
TOUCHPOINT
CUSTOMER
STAFF
PRODUCTS OPERATIONS STRUCTURE CULTURE
CUSTOMEREXPERIENCE
BIZ & STAFFEXPERIENCE
SX
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Design-business hybrid
+
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Programs, not projects
QUICK WIN
BIG WIN
SERVICE DESIGN IS NOT ONE AND DONE
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We shape our buildings and afterwards our buildings shape us.— Winston Churchill
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We shape our services, and our services shape us.
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Design is about making things exactly as you want them.— Bruce Mau
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If you can design a service to be as you would like it to be, what else would you change in the world?