design for the back office
TRANSCRIPT
Designing for the Backoffice
mauro rego @ human centered IT - march 31st 2016
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
This presentation was designed and
originally presented by Marion Fröhlich
and Mauro Rego in 2014 at the Service
Design Drinks at SAP Berlin.
http://www.slideshare.net/ServiceDesignBerlin/designing-for-the-back-office-service-design-drinks-berlin
Hello I am Mauro Rego Tall Designer at
@mauroalex
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
Co-runner of the Service Design Berlin
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
Consumerization of Enterprise IT
From Empathy to Trust
From Ecosystem to Infrastructure
From open innovation to constrained explorations
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
“Why does my secretary needs a great software experience?”
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
Relationship between a design function and the larger supported organisation
Design integral to all aspects of the organisation
Design as external resource
Design as part of the organisation
Design at the core of the organisation
Model by S. Junginger (2013)
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
Relationship between a design function and the larger supported organisation
Consumer-facing services
Employee-facing Services
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
Employee-facing Services
Design integral to all aspects of the organisation
Design as external resource
Design as part of the organisation
Design at the core of the organisation
Relationship between a design function and the larger supported organisation
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
The Future of Enterprise IT
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
Consumer-facing services
Employee-facing Services
The Future of Enterprise IT
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
Support an organisation
Professionals
Predefined
High commitment
Efficiency & Functionality
Consumer-facing services
Employee-facing Servicesx
Support the individual
You and me
Self-managed
Minimal commitment
Usability & Pleasure
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
“Why does my secretary needs a great software experience?”
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
PLEASURABLE
USABLE
RELIABLE
FUNCTIONAL
Designing for Emotion, Aaron Walter (2011)
Hierarchy of Needs
PLEASURABLE
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
We need to sell to IT and design for to the employee
Business units / Departments
Users / Employees
Enterprise IT Department
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
From empathy to trust
mauro rego @ human centered IT - march 31st 2016
https://experience.sap.com/designservices/work/saving-lives-through-cancer-screening
From ecosystem to infrastructure
mauro rego @ human centered IT - march 31st 2016
From open innovation to contained exploration
mauro redo & marion fröhlich @ human centered IT - march 31st 2016
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CONFIDENTIAL
CONFIDENTIAL
+
+
CONFIDENTIAL
Tobias Persona 28 Years old Barista
Tobias Stock Manager “I have to make sure that the stock is always full”
Tobias Cleaner “I have to make sure that the counter and the tables are clean”
Tobias Cashier “I have to make sure that the tips are counted and the orders fit with the money in the box”
Take Aways
From Empathy to Trust
From Ecosystem to Infrastructure
From open innovation to constrained explorations
Consumerization of Enterprise IT
mauro redo & marion fröhlich @ human centered IT - march 31st 2016
18-19 November 2016 • Berlinwww.serviceexperiencecamp.de
Stalking time!@mauroalex
boana.de!
!
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mauro redo & marion fröhlich @ human centered IT - march 31st 2016
@marionfroehlich
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