***WATCH VIDEO: https://www.youtube.com/watch?v=_BiWguJ9F94***
Service design is a growing focus, and businesses large and small are trying to integrate it into both their design practice and business culture. An organization must learn what service design is and at the same time be inspired to adapt the way they work to implement service design best practices. While the changes required by service design seem like they would be rooted in design and user experience, it turns out that introducing service design into complex organizations is a business endeavor as much as it is a product and design one.
To be successful in building service design capacity, a business must first illustrate why it is valuable to the organization, how it benefits the customer, and what exactly “doing service design” means in a place that hasn’t done it before. Erik Flowers discusses building service design capacity at Intuit, blending the story of how it was implemented with practical insights into what has succeeded, what has failed, and how the company has grown along the way.
70. We serve the self employed and
small business owners of the world.
71.
72. The Practical Project Process
1. Define opportunity space
2. Service Blueprinting
3. Identify strategic & tactical fixes
4. Service design to take ACTION
73. 1. The Opportunity Space
Customer Billing.
A true ecosystem spanning
customer experience.
20% of support volume.
20%
74. The Vision
“A great billing experience is a
key element of the end-to-end
QuickBooks experience.”
76. Our customer’s subscription is an ongoing
relationship that gives access to what helps make
them successful, and let’s us ensure we can
continue to act in service to them.
87. End to End
Service blueprint
artifact removed. Confidential info, sorry :(
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template!
88. End to End
Surface to Core
Service blueprint
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template!
96. End to End
Surface to Core
Service blueprint
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visit www.practicalservicedesign.com to see public
template!
97. Root Cause Analysis & Remediation
Deep dive into service blueprints to find the true
upstream and downstream cause and effect.
99. Home
Page
Product
Selection
Sign Up First Use Product
Recommendation
QuickBooks
Dashboard
Subscribe Now Account
Management
Correspondence Care
“Start Trial” as
primary CTA
Include price
summary in
product
selection
brought forward
before product
selection in
trial flow
no
changes
Persistent trial
indicator.
Detailed organization
and pricing info.
Pricing Summary
Similar design to
Subscribe Now.
Emails with
design components
as product
New help
content on
subscriptions
3.1 3.2 3.2 3.3 3.4 3.5
Recommendation
during FTU setup.
Similar design to
Subscribe Now.
102. Home
Page
Product
Selection
Sign Up First Use Product
Recommendation
QuickBooks
Dashboard
Subscribe Now Account
Management
Correspondence Care
“Start Trial” as
primary CTA
Include price
summary in
product
selection
brought forward
before product
selection in
trial flow
no
changes
Persistent trial
indicator.
Detailed organization
and pricing info.
Pricing Summary
Similar design to
Subscribe Now.
Emails with
design components
as product
New help
content on
subscriptions
3.1 3.2 3.2 3.3 3.4 3.5
Recommendation
during FTU setup.
Similar design to
Subscribe Now.
103. Activates the Organization
Customer backed
Visceral shared artifact
Silo-busting co-creation
“First time seeing it end-to-end”
Actionable insights in matter of hours
110. The medium of your brand
will become irrelevant.
The only thing customer’s will attach to your
name will be the service you provide them.
111. Touchpoint design will not
be enough to differentiate.
Differentiation will come through the
relationship you have with your customers
and how you serve over time.
112. Holistic experiences require
holistic organizations.
What you produce mirrors how you are
organized. Cross-silo coordination will
be the key to delivering outcomes.
113. Customers adopt more
fluid expectations.
They will expect quality services to feel
the same across categories and
contexts.
114. Employee experience will
become a design priority.
Design thinking will be applied to how
experiences are produced and services
delivered internally.
115. Building service design
capacity will be essential.
Service design is a much needed tool for
companies to better design and deliver
exceptional customer experiences.
124. Would you like to know more?
Join the Service Design Slack (450+ members!)
www.practicalservicedesign.com/community
Get the “Practical Service Blueprinting” ebook
www.practicalservicedesign.com/the-guide
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