Post on 07-May-2015
description
PRESENTATION
Customer Experience hotspotsHow and when to change the relationship with customers
11. april 2023 Melvin Brand Flu melvin@liveworkstudio.com
Stockholm 2013
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Bicycle Train station
High speed train
Airport Plane Airporttrain
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Bicycle Train station
Train Airport Plane Train
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Bicycle Train station
Train Airport Plane Train
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Bicycle Train station
High speed train
Airport Plane Airporttrain
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Bicycle Train station
Train Airport Plane Train
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“We will stop irritating you”Bernt Reitan JenssenCEO, Transport for Oslo
Who we are
&
How we think
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We imagine what will be valuable for customers, then define what is possible for a business.
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Brand & marketing
Actors Factors
Customers
Organisation
Product
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Brand & marketing
Relationship Service
Actors Factors
Customers
Organisation
Product
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Brand & marketing
Relationship Service
Actors Factors
Customers
Organisation
Product
Customer experience
Lifecycle
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Interested BuyReceive & setup
Early use UseChange in use
IncidentAwareUnaware Reconsider
Help decide Sell Setup Assist Inform Support ResolveMake offerAttract Recognise
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Aware Interested Buy Receive Setup Early use Use
Retail
Online
Policies
People
Process
Procedures
Practices
System
Call centre
Make offer Help decide Sell Deliver Setup Educate & Assist Inform & Support
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Unaware Aware Interested Consider Negotiate ManageChange of situation
Incident Reconsider Cancel
Unaware of the insurance products/ services or unaware of risk and benefits
Become aware of the brand, the organisation, the products or service offered
Investigate and gather requirements for a specific insurance, or portfolio
Requesting and evaluating offers from one or more insurance providers
Negotiate price, terms and conditions, sign and activate contract
Process contract internally, migrate existing contracts and manage contracts
Change in the business and/or operating conditions that impact the contract
Occurrence that impacts conditions or terms of the insurance
Considering changing insurance products and/or insurance provider
Termination policy and, or relationship
Unaware Recognise Research Request quote Negotiate/agree Process Plan and prepare Issue End of contract TerminateNot aware of the risk, products and/or companies the offer insurance products
First realises the insurance need via an incident (reactive), unmitigated risk, or ad/ promo
Look for a package for the benefits/ returns, the best risk-reward case
Receive and negotiate on the quote and compare with other offers
Negotiate and agree final terms, costs and conditions
Forms and paperwork are submitted and processed, and receive confirmation
Plan changes in the business that change the business and/ or the organisation
Notice or experience an unexpected event or situation
End of the contract based on contracted period and/ or conditions that allow termination
Reach decision to terminate the current contract
Notice Connect Look for/request info Evaluate Adjust offer Receive Solicit help/ information Assess situation Change of need ProcessGet exposed to a brand and or service that (might) have impact on the business
Connects the brand, product or service to a risk and or (legal/ contractual) requirement
Check/ receive info through brochure/ pamphlets/ calls or visits, word-of-mouth
Evaluate companies, proposals and offers against expectations or criteria
Prepare/ adjust contract details according to latest offer and terms
Receives info pack, welcome message and other contract related documents and tools
Request/ receive information or assistance to address the consequences of the change
Investigate the incident, its cause and its effect
Realise the gap between their needs/ promised services, and actual commitments by provider
Revokes/ ends policy, severs relationship with current provider and moves to new provider
Relevant Specify Select Commit Migrate New situation Seek assistance Assess situationSees the relevance of the service and/ or product for its organisation or operation
Consider or filter out which types to product are relevant and needed
nth round discussion leads to final selection of companies to offer product/ service
Finalise contract, with discussion & approval from authorised person
Discontinue or break existing contracts and move to the new provider
Notice planned and unplanned changes in business and or operating conditions
Reach out to the provider over one or more channels to assist in resolving the incident
Revaluate risk portfolio/ costs and assess impact of terminating the contract or buying new one
Shortlist Decide Sign contract Activate and manage Adjust to new situation Re(solve) situation DecideActively qualifies and selects companies to work with based on hard or soft criteria
Choose the company and offer that meets needs, expectations and requirements
Put signature on contract and associated documents
Activate contracts from a specific date, store, manage and maintain contracts
Make adjustments to the setup or composition of the contract to reflect the new situation
The provider tries to resolve the incident by providing information/ service/ fix
Decide to stay with current service provider, switch provider or terminate contract
InvestigateProvider investigates incident to prevent further and future incidents
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Potential Receive Setup Imbed InformationBased on CSI Survey & Relevance
New customer receives info pack, welcome message and other contract related docs.
Enters the insurance contract into its policy and risk management portfolio
Imbed insurance, products and services into business routine and processes
Request/ receive information related to products & services, including up- & cross sell
Overall Satisfaction 17 18 16 14
Perception (Trust/ Relationship) 22 23 21 23
Q2Overall, how satisfied or dissatisfied are now with
Gjensidige?19 23 25 21 23
Q3Imagine an ideal insurance company. How closely
to this ideal [reference point] is Gjensidige?18 20 20 0 22
Q4To what extent Gjensidige tend to meet
corporate expectations?18 0 0 0 0
Value-for-Money 25 26 24 24
Q7How satisfied or dissatisfied are you with the
price you pay for corporate personnel policies?24 0 29 0 27
Q8How satisfied or dissatisfied are you with the
price you pay for insurance products?26 29 34 29 0
Q10To what extent are you confident that the
insurance contents covers your needs?19 21 25 21 0
Q11To what extent do you believe that Gjensidige's
insurance documents are understandable?29 37 32 35 32
Q13To what extent do you believe that Gjensidige's newsletters, brochures, product information are
easily understood?
11 14 13 12 13
Q12Over the past 12 months has your company
received newsletters, brochures, product information, etc. from the Gjensidige by mail or
0 0 0 0 0
New CustomerPeriod immediately after signing the contract where the contract is setup
r03.v00
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Potential Receive Setup Imbed InformationBased on CSI Survey & Relevance
New customer receives info pack, welcome message and other contract related docs.
Enters the insurance contract into its policy and risk management portfolio
Imbed insurance, products and services into business routine and processes
Request/ receive information related to products & services, including up- & cross sell
Overall Satisfaction 17 18 16 14
Perception (Trust/ Relationship) 22 23 21 23
Q2Overall, how satisfied or dissatisfied are now with
Gjensidige?19 23 25 21 23
Q3Imagine an ideal insurance company. How closely
to this ideal [reference point] is Gjensidige?18 20 20 0 22
Q4To what extent Gjensidige tend to meet
corporate expectations?18 0 0 0 0
Value-for-Money 25 26 24 24
Q7How satisfied or dissatisfied are you with the
price you pay for corporate personnel policies?24 0 29 0 27
Q8How satisfied or dissatisfied are you with the
price you pay for insurance products?26 29 34 29 0
Q10To what extent are you confident that the
insurance contents covers your needs?19 21 25 21 0
Q11To what extent do you believe that Gjensidige's
insurance documents are understandable?29 37 32 35 32
Q13To what extent do you believe that Gjensidige's newsletters, brochures, product information are
easily understood?
11 14 13 12 13
Q12Over the past 12 months has your company
received newsletters, brochures, product information, etc. from the Gjensidige by mail or
0 0 0 0 0
New CustomerPeriod immediately after signing the contract where the contract is setup
r03.v00Customer
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Potential Unaware Notice Recognise Connect Relevant Research Look for/request info Specify Shortlist Request quote Evaluate Select Decide Negotiate/agree Adjust contract Commit Process Receive Setup Imbed Information Manage policies Make adjustments Admin changes Information Notification Plan and prepare Solicit help/information New situation Adjust to new situation End of contract Change of need Assess situation Decide Terminate ProcessingBased on CSI Survey & Relevance
Not aware of the risk, products and/or companies the offer insurance products
Get exposed to a brand and or service that (might) have impact on the business
First realises the insurance need via an incident (reactive), unmitigated risk, or ad/promo
Connects the brand, product or service to a risk and or (legal/ contractual) requirement
Sees the relevance of the service and/or product for its organisation or operation
Look for a package for the benefits/returns, the best risk-reward case
Check/ receive info through brochure/ pamphlets/ calls or visits, word-of-mouth
Consider or filter out which types to product are relevant and needed
Actively qualifies and selects companies to work with based on hard or soft criteria
Receive and negotiate on the quote. Further comparison from other rival offers
Evaluate companies, proposals and offers against expectations or criteria
nth round discussion leads to final selection of companies/ individuals
Choose the company and offer that meets needs, expectations and requirements
Negotiate and agree final terms, costs and conditions
Prepare/adjust contract details according to latest offer and terms
Finalise contract, with discussion & approval from authorised person
Form and paperwork are submitted & processed and receives confirmation
New customer receives info pack, welcome message and other contract related docs.
Enters the insurance contract into its policy and risk management portfolio
Imbed insurance, products and services into business routine and processes
Request/receive information related to products & services, including up- & cross sell
Manage policy, and respond to change in internal/external operating environment
Affect changes such as decrease/ increase risk cover, adjust premium plans etc.
Change in policy, insurance plan, people and handling of insurance account
Request/receive information related to insurance products & services
Receive information about a change, issue or, something requiring (legal) notification
Plan changes in the business that change the business and/or the organisation
Request/receive information or assistance to address the consequences of the change
Notice planned and unplanned changes in business and or operating conditions
Make adjustments to the setup or composition of the contract to reflect the new situation
End of the contract based on contracted period and/or conditions that allow termination
Realise the gap between their needs/promised services, and actual commitments by provider
Revaluate risk portfolio/costs and assess impact of terminating the contract or buying new one
Decide to stay with current service provider, switch provider or terminate contract
Reach decision to terminate the current contract
Revokes/ends the policy and severs relationship with the provider
Overall Satisfaction 0 2 7 0 2 8 17 5 8 16 14 13 17 17 13 12 14 17 18 16 14 13 16 17 16 17 2 16 2 14 14 15 14 14 12 14
Perception (Trust/ Relationship) 0 0 0 0 0 0 21 0 0 20 20 21 20 21 20 20 22 22 23 21 23 20 22 20 23 22 0 22 0 22 23 23 23 23 23 22
Q2Overall, how satisfied or dissatisfied are now with
Gjensidige?19 0 0 0 0 0 0 21 0 0 21 0 23 0 23 21 0 25 23 25 21 23 0 23 0 23 23 0 23 0 0 25 23 23 25 25 23
Q3Imagine an ideal insurance company. How closely
to this ideal [reference point] is Gjensidige?18 0 0 0 0 0 0 0 0 0 20 0 20 0 0 20 0 0 20 20 0 22 20 20 20 22 20 0 20 0 22 20 0 22 20 22 20
Q4To what extent Gjensidige tend to meet
corporate expectations?18 0 0 0 0 0 0 0 0 0 20 20 20 20 20 20 20 20 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Value-for-Money 0 0 13 0 0 14 26 12 23 24 27 23 29 26 23 27 23 25 26 24 24 24 25 28 26 25 0 22 0 27 26 27 26 26 27 35
Q7How satisfied or dissatisfied are you with the
price you pay for corporate personnel policies?24 0 0 0 0 0 0 0 0 0 27 29 31 29 29 27 27 0 0 29 0 27 0 29 0 0 27 0 31 0 29 29 31 29 29 27 0
Q8How satisfied or dissatisfied are you with the
price you pay for insurance products?26 0 0 0 0 0 0 31 0 0 31 34 29 31 29 31 29 0 29 34 29 0 31 29 29 31 29 0 0 0 34 29 34 29 29 0 0
Q10To what extent are you confident that the
insurance contents covers your needs?19 0 0 0 0 0 0 23 0 0 23 25 21 23 21 23 21 0 21 25 21 0 23 21 21 23 21 0 0 0 25 21 25 21 21 0 0
Q11To what extent do you believe that Gjensidige's
insurance documents are understandable?29 0 0 0 0 0 0 37 0 35 0 35 0 32 0 0 32 35 37 32 35 32 32 32 35 35 35 0 0 0 35 0 35 0 0 0 35
Q13To what extent do you believe that Gjensidige's newsletters, brochures, product information are
easily understood?11 0 0 13 0 0 14 14 12 12 14 13 12 0 0 13 0 12 14 13 12 13 12 13 0 14 13 0 13 0 12 0 13 0 0 0 0
Q12Over the past 12 months has your company
received newsletters, brochures, product information, etc. from the Gjensidige by mail or
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Unaware of the insurance products/ services or unaware of risk and benefits
Investigate and gather requirements for a specific insurance, or portfolio Requesting and evaluating offers from one or more insurance providers Negotiate price, terms and conditions, sign and activate contract
New CustomerPeriod immediately after signing the contract where the contract is setup
Unaware Aware ContractInterested Consider CancellationTermination policy and, or relationshipBecome aware of the brand, the organisation, the products or service offered In a steady state managing and administering policies and paperwork
Change of SituationChange in the business and/or operating conditions that impact the contract
ReconsiderConsidering changing insurance products and/or insurance provider
Prepare New customer Customer
Collect and prepare necessary data and paperwork to prepare for new contract
Period immediately after signing the contract where the contract is setup internally
In a steady state managing and administering policies and paperwork
Collect information Setup Manage policiesGather information and data to understand situation and options
Enter insurance contract into policy and risk management portfolio and administration
Manage policy, and respond to change in internal/ external operating environment
Requirements Imbed AdjustmentsDetermine requirements and conditions for the product and the service
Imbed insurance, products and services into business routine and processes
Affect changes such as decrease/ increase risk cover, adjust premium plans etc.
Compare Information Admin changesCompare current products, services and administration with offers
Request/ receive information related to products & services, including up- & cross sell
Change in policy, insurance plan, people and handling of insurance account
InformationRequest/ receive information related to insurance products & services
NotificationReceive information about a change, issue or, something requiring (legal) notification
Prepare New customer Customer
Collect and prepare necessary data and paperwork to prepare for new contract
Period immediately after signing the contract where the contract is setup internally
In a steady state managing and administering policies and paperwork
Collect information Setup Manage policiesGather information and data to understand situation and options
Enter insurance contract into policy and risk management portfolio and administration
Manage policy, and respond to change in internal/ external operating environment
Requirements Imbed AdjustmentsDetermine requirements and conditions for the product and the service
Imbed insurance, products and services into business routine and processes
Affect changes such as decrease/ increase risk cover, adjust premium plans etc.
Compare Information Admin changesCompare current products, services and administration with offers
Request/ receive information related to products & services, including up- & cross sell
Change in policy, insurance plan, people and handling of insurance account
InformationRequest/ receive information related to insurance products & services
NotificationReceive information about a change, issue or, something requiring (legal) notification
• How can a new customer be setup to be self sufficient later?
• What information expertise should be proactively provided to customers, how and when?
• How can simple/ standard adjustments best be done by customers?
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Next journey
Consider Decide Plan Check/receive info Select Purchase Travel from location Enter Check/receive info Select Purchase Time at station/stop Departure platform Validate Travel Check/receive info Arrival platform Change line Change mode Exit/check-out Final destination Reflect Aware Need info/assistance Accept / Resolve Escalate ConsiderConsider if, when, how and with whom to travel
Decide general aspects of the journey i.e. date, time, mode, route
Plan one, or more journeys to one or more destinations
Check and/or receive information related to planned or related journeys
Select/ change the product/ ticket/ card , mode, route, time and stops
Register, renew, purchase, activate the ticket/ card option
Travel from current location to station/stop
Enter the physical space of the station/stop
Check and/or receive information about planned or related journeys
Select/ change the product/ ticket/ card , mode, route, time and stops
Register, renew, purchase, activate the ticket/ card option
Time at station/stop, occupying space, using facilities, waiting
Move to departure platform and enter a mode of transport
Validate ticket / card for the trip, full journey or period, and show when requested
Travel to the (next) stop or destination using one or modes of transport or systems
Check and/or receive information about current, planned, or related journeys
Wait at, or move from arrival platform to next platform, or exit
Change from current line to the next within the same mode or system
Change from one mode of transport or system to another mode and/or system
Exit a station, or stop, and check-out from system for the journey
Travel to, and reach the final destination of the journey
Overall satisfaction 33 114 437 319 313 210 456 406 103 235 362 419 427 431 163 88 343 402 287 278 205 352
STATION FACILITIES 0 47 97 146 38 33 44 282 164 127 119 256 254 73 21 164 249 212 216 78 79 161 206 174 169 167 157
Overall satisfaction with the station 0 0 15 17 0 0 17 18 17 17 17 17 18 17 0 17 17 17 17 15 0 15 17 17 15 15 15
Ticket buying facilities 0 0 14 0 0 14 0 0 0 16 16 0 0 0 0 0 0 14 14 0 0 0 16 14 14 14 0
Provision of information about train times/platforms
0 0 18 20 18 18 0 18 20 18 18 20 20 0 0 20 17 20 20 0 0 17 18 18 17 17 0
The upkeep/repair of the station buildings/platforms
0 0 0 0 0 0 0 30 0 0 0 27 30 0 0 0 27 0 0 0 0 0 0 0 0 0 0
Cleanliness 0 0 0 0 0 0 0 23 0 0 0 23 21 0 0 0 21 0 0 0 0 0 0 0 0 0 0
The facilities and services 0 0 0 52 0 0 0 56 52 0 0 56 52 0 0 52 56 52 52 0 0 52 56 52 52 52 52
The attitudes and helpfulness of the staff 0 0 0 0 0 0 0 16 17 16 16 16 17 17 0 17 17 17 17 0 16 16 17 17 17 16 0
Connections with other forms of public transport
0 19 21 19 19 0 0 19 19 21 0 19 19 0 21 19 19 18 21 0 0 19 19 19 18 18 19
Facilities for car parking 0 28 28 0 0 0 28 28 0 0 0 0 0 0 0 0 0 0 0 28 28 28 0 0 0 0 28
Overall environment 0 0 0 0 0 0 0 26 0 0 0 26 26 0 0 0 23 23 23 0 0 0 23 0 0 0 0
Your personal security whilst using 0 0 0 0 0 0 0 12 0 0 13 13 12 0 0 0 12 12 12 0 0 11 0 0 0 0 11
The availability of staff 0 0 0 35 0 0 0 32 35 35 35 35 35 35 0 35 35 35 35 32 32 0 35 32 32 32 32
How request to station staff was handled 0 0 0 4 0 0 0 4 4 4 4 4 4 4 0 4 4 4 4 4 4 4 4 4 4 4 0
TRAIN FACILITIES 29 154 167 155 168 0 69 155 155 186 91 200 152 30 214 198 170 215 216 84 9 182 196 113 109 38 195
The frequency of the trains on that route 29 32 34 32 34 0 34 32 32 34 0 32 0 0 32 32 0 32 32 0 0 29 34 32 32 29 32
Punctuality/ reliability (i.e. the train arriving/departing on time)
0 24 26 26 26 0 26 26 26 28 0 28 28 0 28 26 24 28 28 0 0 26 28 26 26 0 28
The length of time the journey was scheduled to take (speed)
0 14 14 13 15 0 0 13 13 15 0 15 0 0 15 14 14 14 14 0 0 13 14 14 13 0 13
Connections with other train services 0 10 10 10 10 0 10 10 10 10 9 9 10 10 0 10 10 9 10 9 0 9 10 10 9 0 10
The value for money for the price of your ticket
0 76 83 76 83 0 0 76 76 90 83 83 83 0 90 83 76 83 83 76 0 76 76 0 0 0 83
Upkeep and repair of the train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The provision of information during the journey
0 0 0 0 0 0 0 0 0 0 0 24 22 21 24 24 22 24 24 0 0 21 24 22 21 0 21
The helpfulness and attitude of staff on train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The space for luggage 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The toilet facilities 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Sufficient room for all passengers to sit/ stand 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The comfort of the seating area 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The ease of being able to get on and off 0 0 0 0 0 0 0 0 0 0 0 0 0 0 15 0 15 15 15 0 0 0 0 0 0 0 0
Your personal security on board 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The cleanliness of the inside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The cleanliness of the outside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
The availability of staff 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
How well train company deals with delays 0 0 0 0 0 0 0 0 0 9 0 10 10 0 11 11 10 11 11 0 9 9 11 10 10 9 10
Consider Prepare journey Station/stop Journey Post journey
Considering travel to one or more frequent, or infrequent destinations Plan, make preparations and arrangements for a journey Station/stop where the journey starts/ continues/ ends and offering travel related services Move through one or more (public) transport systems, using one or more modes Reflecting back on the journey after reaching the final destination
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Receives the product, starts the service
Early stages of being a customer and dealing with the transition to service
provider
Familiar with the company, its product and service, establishing
regular energy consumption
Change in personal situation or circumstance that impacts the
contract
Receive & Setup New customer Customer Change in use
Setup:Make sure the customer is familiar with the phone and core services
Educate:About the product and other features
Personalise:Make offers and recommendation on how to use additional services
Seduce:Offer incentives to use new services and introduce others
Where are the hotspots
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Call centre
Mobile
Retail
3rd party
Online
Aware Interested Decide Buy Early use Regular use
Customer engagement with the organisation starts here. The customers’ experience started earlier.
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Call centre
Mobile
Retail
3rd party
Online
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2
3
4
5
6
7
8
Interested Decide Buy Use
All customers go through the decide phase before entering the buy phase. Customer needs, wants and expectations are similar regardless of the channel they start or end.
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Aware Interested Decide Buy Early use Regular useChangeof use
Incident Reconsider Leave
Customer experience
Opportunity to build relationship
Design services that recognise and reward existing customers
Engage customers with a relevant service offer
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Aware Interested Decide Buy Early use Regular useChangeof use
Incident Reconsider Leave
Customer experience
Opportunity to build relationship
How to transform the customers’ experience?
What have we learnedfrom/with our clients
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A. Prevent pressureEnable customers to do it themselves
B. Move PressureShow customers how to do it themselves next time
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Oct Nov Dec Jan Feb Mar Apr May June July August September
Project oversight and governance
Service strategy
Service design
Business & process design
Interaction design
Visual design
Functional design
Technical design
Technical implementation
Business implementation
Service implementation
Pilot & testing
Key Milestones
Experiencedesign
Core service scenarios
Interaction design prototype
Business scenario
Design authority
Build prototype
Functional design
Technical design prototype
Visual design prototype
Low fidelity testing
Business validation
Customer pilots
Pilot design & setup
Pilot services
Pilot KPI's
Omni channel service strategy
Pilot training
High level blueprint
Omni channel service blueprint
Business impact assessment
Interaction design
Visual design
Functional design
Design authority
Technical design
Build platform
Build systems
Customer tests
Customer trials
Detailed service design
Service implementation
Business training
Pilot processes Process design
Project management Pilot management Programme/pilot management
Business mobilisation
HL interaction design
Interaction concepts
Proof of concepts
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“The new bill is simpler to understand, and creates less trouble for us. It’s great”
Hafslund CIO
332013 © Livework
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Oct Nov Dec Jan Feb Mar Apr May June July August September
Project oversight and governance
Service strategy
Service design
Business & process design
Interaction design
Visual design
Functional design
Technical design
Technical implementation
Business implementation
Service implementation
Pilot & testing
Key Milestones
Experiencedesign
Core service scenarios
Interaction design prototype
Business scenario
Design authority
Build prototype
Functional design
Technical design prototype
Visual design prototype
Low fidelity testing
Business validation
Customer pilots
Pilot design & setup
Pilot services
Pilot KPI's
Omni channel service strategy
Pilot training
High level blueprint
Omni channel service blueprint
Business impact assessment
Interaction design
Visual design
Functional design
Design authority
Technical design
Build platform
Build systems
Customer tests
Customer trials
Detailed service design
Service implementation
Business training
Pilot processes Process design
Project management Pilot management Programme/pilot management
Business mobilisation
HL interaction design
Interaction concepts
Proof of concepts
< Keep it simple
Understand before design >
< Test with customers
Provide a roadmap >
< Give the organisation time
Have fun >
www.liveworkstudio.com/
@liveworkstudio
@melvinbf
Melvin@liveworkstudio.com
352012 © live|work Studio LtdMelvin Brand Flu melvin@liveworkstudio.com