paul mutsaers & anna-louisa peeters - making in-house service design the new standard
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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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us us
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Our 7 key learnings
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1. 1. Pair a service designer with a customer journey manager
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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
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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
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• 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
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4. 4. Set up a balanced team
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• 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
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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
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6. 6. Be the customer’s advocate
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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
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7. 7. Stay inspired
Improved quality
Stronger market position
Why Conferences, books, blogs
External service design colleagues
How
Masterclasses Boost internal reputation
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Thank you! Paul Mutsaers
Customer Experience Manager Rabobank
Anna-Louisa Peeters Service Designer
Rabobank