paul mutsaers & anna-louisa peeters - making in-house service design the new standard

v Making in-house service design the new standard 7 learnings to get there! Paul Mutsaers and Anna-Louisa Peeters | Rabobank

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Our 7 key learnings

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1. 1. Pair a service designer with a customer journey manager

1. 1. Pair a service designer with a customer journey manager

• Customer journey manager:

lead + stakeholder management

• Service designer:

creative facilitation + design

How • Service design needs explaining

• Overcome barriers

Why

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2. 2. Make sure service design is at the core of your business

2. 2. Make sure service design is at the core of your business

• Influence on strategy

• Bargaining power

Why • High level overview

• Partners / sponsors

How

• Service design accounting

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3. 3. Connect with existing ways of working

• Acceptance of ideas

• Acceleration of results

Why • Service design way of working

• Align with others

How

• In-house training

3. 3. Connect with existing ways of working

4. 4. Set up a balanced team

• Different perspectives

• Right energy

Why • Begin with the end in mind

• Select by role/character

How

• Split up the team

4. 4. Set up a balanced team

• Future buy-in

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5. 5. Show your work

Foto de deliverables Foto de deliverables 15

• Foto van de library (mag ook een afbeelding gephotoshoped zijn in een computer scherm)

• Foto van uitgedraaide scenario’s – CJ-mappings aan een muur • Foto van `CJ-boekje van wonen • …

5. 5. Show your work

Recognizability

Shareability

Why Create overviews

Use templates

How

Share Control

6. 6. Be the customer’s advocate

Foto UX center Foto UX center

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6. 6. Be the customer’s advocate

Why Demand budget for research

Be the voice at decisions

How

Involvement during entire project

Validate assumptions

Discover new opportunities

Stay on right track

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7. 7. Stay inspired

7. 7. Stay inspired

Improved quality

Stronger market position

Why Conferences, books, blogs

External service design colleagues

How

Masterclasses Boost internal reputation

Thank you! Paul Mutsaers

Customer Experience Manager Rabobank

Anna-Louisa Peeters Service Designer

Rabobank