Finpro be inspired Ideo

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Emerging Opportunities for Services

Transcript of Finpro be inspired Ideo

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Emerging Opportunities for Services

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Hei.

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IDEO helps businesses innovate using design thinking

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We’re 550 people in 12 locations

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We work across multiple industries

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We are human-centred

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We build to thinkWe build to think

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We design with a holistic approach

Viability Feasibility

Desirability

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So, what is a service…

?

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Our definition for today…

Engagement

Time

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The service industry is 70% of our economy*

Services as % GDP in 2010:– Finland 68.1%– EU 72.9%

*

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Yet, people talk about service design as if it’s new

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Decades on and the same things are still broken!

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We are not rewarding our best customers

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The bad news: the competition is every other service experience

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The good news: there’s a huge opportunity to be a service super hero

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We have 3 big themes to share with you today:

123...

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1. Increased complexity2. Shifting power3. Data explosion

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1 Increased complexity

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Everybody is offering everything to add more value

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Brands are using more channels than ever

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Services are based on the organisation’s structure, not the customer’s needs

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So what does this mean for your service?

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Have a clear purposeIn the service of what?1

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Create a hero serviceNot all interactions should be created equal2

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3Make channels complementaryOptimise each one against their unique strengths

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So, how might you cut through complexity?1. Have a clear purpose2. Create a hero service3. Make channels complementary

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2Shifting power

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Consumers are connected in more ways than ever before

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We’re seeing the rise of the amateur service provider

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Services are becoming more collaborative

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People want to take more control of their experience

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People want to be involved in shaping the future of services

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So what does this mean for your service?

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Celebrate the amateurCapitalise on trends towards collaborative consumption1

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Create the theatre not the playLet the customer take control, know when to get out of the way2

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Experiment with your consumersR&D versus transactions3

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So, how might you embrace this shift in power?1. Celebrate the amateur2. Create the theatre not the play3. Experiment with your consumers

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3Data explosion

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People leave a trail of data whenever they interact with services

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The technology people carry around is packed with sensors

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GPS LocationAccelerometerProximity SensorAmbient Light SensorMicrophone

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The data people generate is a window into their behaviour

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So, what does this mean for your service?

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Contextualise dataHelp consumers understand and compare services1

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Make it stickyUse gaming behaviour to drive engagement2

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Leave space for serendipityFind opportunities for new services in data3

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So, how might you design for the data explosion?1. Contextualise data2. Make it sticky3. Leave space for serendipity

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What does this mean for Finpro?

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Design inspiration

Increased complexity

Shifting power

Data explosion

1. have a clear purpose2.create a hero service3.optimise your

channels

1. celebrate the amateur2.create the theatre

not the play3.experiment with

your consumers

1. contextualise data2.make it sticky3. leave space

for serendipity

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If there’s one thing you should remember...

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Put the customer at the heart of what you do

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Kiitos.