Process / service design matrix by Intercon Systems
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UNDERSTANDING Reasons and conditioning THINKING Setting direction CONCRETIZING Creating SELECTING Evaluating PROTOTYPING Experiencing IMPLEMENTING Testing, developing, providing BENCHMARKING CLIENT SEGMENTATION CONTEXT ANALYSIS CONTEXTUAL INTERWIEVS CONTEXTUAL ENQUIRY ETNOGRAPHY EXPERIENCE TEST EXPERT INTERVIEWS FOCUS GOUPS GAP ANALYSIS HISTORICAL ANALYSIS MARKET SEGMENTATION MYSTERY SHOPPING OBSERVATION SHADOWING THINKING ALOUD USER SURVEYS AFFINITY DIAGRAMS CATWOE LATERAL THINKING LEGO SERIOUS PLAY MINDMAP INNOVATION MATRIX PARALLEL THINKING BRAINSTORM INNOVATION MATRIX FEATURE TREE PARALLEL DESIGN UNFOCUSED GROUP CARD SORTING COGNITIVE WALKTROUGH DIAGNOSTIC EVALUATION EVALUATION REVIEW EXPERT EVALUATION FOCUS GROUPS HEURISTIC EVALUATION PERSONAS SWOT ANALYSIS TASK ANALYSIS MOCK-UPS EXPERIENCE PROTOTYPE PERSONA ROUGH PROTOTYPING ROLE PLAY SCENARIO STORYBOARDING TRY IT YOURSELF HI-FI PROTOTYPING SCENARIO TESTING BEHAVIOUR SAMPLING GUIDELINES PERFORMANCE TESTING SIMULATION SPECIFICATIONS TEMPLATES POST RELEASE TESTING Business level Process level Tasks Tools/methods Operate and optimise Deliver the service Design the process (service) Develop the business Implementation Review / Optimise Triggers Strategic decision Options Details General context Clients Providers Political / Legislation / Economic / Social / Technological / Competition / History / Culture Goals / Values / Needs / Behaviour / Problems / Demographic / Psychographic Resources / Constraints / Responsibility / Processes & systems / Key decision makers & stake holders [email protected] PROCESS / SERVICE DESIGN MATRIX
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Transcript of Process / service design matrix by Intercon Systems
UNDERSTANDINGReasons
and conditioning
THINKINGSetting
direction
CONCRETIZINGCreating
SELECTINGEvaluating
PROTOTYPINGExperiencing
IMPLEMENTINGTesting, developing,
providing
BENCHMARKING CLIENT SEGMENTATION CONTEXT ANALYSIS CONTEXTUAL INTERWIEVS CONTEXTUAL ENQUIRY ETNOGRAPHY EXPERIENCE TEST EXPERT INTERVIEWS FOCUS GOUPS GAP ANALYSIS HISTORICAL ANALYSIS MARKET SEGMENTATION MYSTERY SHOPPING OBSERVATION SHADOWING THINKING ALOUD USER SURVEYS
AFFINITY DIAGRAMS CATWOE LATERAL THINKING LEGO SERIOUS PLAY MINDMAP INNOVATION MATRIX PARALLEL THINKING
BRAINSTORM INNOVATION MATRIX FEATURE TREE PARALLEL DESIGN UNFOCUSED GROUP
CARD SORTING COGNITIVE WALKTROUGH DIAGNOSTIC EVALUATION EVALUATION REVIEW EXPERT EVALUATION FOCUS GROUPS HEURISTIC EVALUATION PERSONAS SWOT ANALYSIS TASK ANALYSIS MOCK-UPS
EXPERIENCE PROTOTYPE PERSONA ROUGH PROTOTYPING ROLE PLAY SCENARIO STORYBOARDING TRY IT YOURSELF
HI-FI PROTOTYPING SCENARIO TESTING BEHAVIOUR SAMPLING GUIDELINES PERFORMANCE TESTING SIMULATION SPECIFICATIONS TEMPLATES POST RELEASE TESTING
Business level
Process level
Tasks
Tools/methods
Operate and optimiseDeliver the serviceDesign the process (service)Develop the business
Implementation Review / OptimiseTriggers Strategic decision Options Details
General context
Clients Providers
Political / Legislation / Economic / Social / Technological / Competition / History / Culture
Goals / Values / Needs / Behaviour / Problems / Demographic / Psychographic Resources / Constraints / Responsibility / Processes & systems / Key decision makers & stake holders
mac
iej.k
ostro
@in
terc
onsy
stem
s.eu
PROCESS / SERVICE DESIGN MATRIX
UNDERSTANDINGReasons
and conditioning
THINKINGSetting
direction
CONCRETIZINGCreating
SELECTINGEvaluating
PROTOTYPINGExperiencing
IMPLEMENTINGTesting, developing,
providing
BENCHMARKING CLIENT SEGMENTATION CONTEXT ANALYSIS CONTEXTUAL INTERWIEVS CONTEXTUAL ENQUIRY ETNOGRAPHY EXPERIENCE TEST EXPERT INTERVIEWS FOCUS GOUPS GAP ANALYSIS HISTORICAL ANALYSIS MARKET SEGMENTATION MYSTERY SHOPPING OBSERVATION SHADOWING THINKING ALOUD USER SURVEYS
AFFINITY DIAGRAMS CATWOE LATERAL THINKING LEGO SERIOUS PLAY MINDMAP INNOVATION MATRIX PARALLEL THINKING
BRAINSTORM INNOVATION MATRIX FEATURE TREE PARALLEL DESIGN UNFOCUSED GROUP
CARD SORTING COGNITIVE WALKTROUGH DIAGNOSTIC EVALUATION EVALUATION REVIEW EXPERT EVALUATION FOCUS GROUPS HEURISTIC EVALUATION PERSONAS SWOT ANALYSIS TASK ANALYSIS MOCK-UPS
EXPERIENCE PROTOTYPE PERSONA ROUGH PROTOTYPING ROLE PLAY SCENARIO STORYBOARDING TRY IT YOURSELF
HI-FI PROTOTYPING SCENARIO TESTING BEHAVIOUR SAMPLING GUIDELINES PERFORMANCE TESTING SIMULATION SPECIFICATIONS TEMPLATES POST RELEASE TESTING
Business level
Process level
Tasks
Tools/methods
Operate and optimiseDeliver the serviceDesign the process (service)Develop the business
Implementation Review / OptimiseTriggers Strategic decision Options Details
General context
Clients Providers
Political / Legislation / Economic / Social / Technological / Competition / History / Culture
Goals / Values / Needs / Behaviour / Problems / Demographic / Psychographic Resources / Constraints / Responsibility / Processes & systems / Key decision makers & stake holders
mac
iej.k
ostro
@in
terc
onsy
stem
s.eu
PROCESS / SERVICE DESIGN MATRIX
to fill the gap in online sales of current accounts for retail customers - there is still a need for physical presence of the customer in branch to open account
to develop an alternative path for the existing opening process
1. courier path in the account opening process 2. post path in the account opening process 3. mobile agent path in the account opening process
work with the choosen solution
taking a service to market
testing and observing
