In this presentation, Jason Fiske shares his experience introducing and implementing service design at Farm Credit Canada. He focuses on what worked well and how champions of service design can implement the practice within a similar corporate environment.
15. Immediate benefits
• Immediate engagement
• Energy from supporters
• Better understanding of scope
• Empathy
• Made the intangible tangible
• Highlight intersections
17. Blueprints are the gateway drug
to service design.
Patrick Quattlebaum
Adaptive Path
”
18. No one should come to me
with requirements until we
go through this exercise.
Solutions Architect
” OK. Now I see what you
guys are trying to do
for customers. This
makes sense to me.
Developer
”
This is like group
therapy…in the
best way possible.
Customer Service Rep
”
31. Design thinking and methods are core to
addressing business problems and opportunities
32. What did we learn?
Tips for implementing service design in the corporate environment
4
33. Collaboration is the key
Don’t go it alone. Involve stakeholders early and often.
Breaks down silos. Establish key partnerships
34. Start small
Screw up small instead of screwing up big.
It’s easier with smaller wins. Find your groove.
35. Market and sell SD
Have an elevator pitch. Share artifacts and prototypes.
Invite yourself to present. Merge with traditional
business terminology when appropriate.