1.
Introducing Service Design in the Corporate EnvironmentIntroducing Service Design in
the Corporate Environment

2.
Employee
Digital
Experience
@jasonfiske
Saskatchewan
Chapter
@sdnsaskatchewan
Co-founder
@tesanidesign

3.
Our story
Let’s start with how we got here
1

4.
Service design and…….FCC?

5.
Email
Online
Banking
Web Content
Farm Mgmt
Software
Call
Centre
SEO
Mobile
Website
Relationship
Staff
Social Media
FCC Online Experience

6.
Service design…
OH YEAH!!!

7.
Product
Owners
Developers Designers Marketing
Solution
Architects
Project
Management
Customer
Support
Content
owners
Data architects
Web writers
Executive
Management
Business
Analysts
Governance
Committee
Change
Management
Policy and
Process
Management
Business
Solutions
Brand
Management
Credit
Management

8.
Understand the current state

9.
Customer journey maps

10.
Immediate benefits
• Immediate engagement
• Energy from supporters
• Better understanding of scope
• Empathy
• Made the intangible tangible
• Highlight intersections

11.
Service Blueprints

12.
Blueprints are the gateway drug
to service design.
Patrick Quattlebaum
Adaptive Path
”

13.
No one should come to me
with requirements until we
go through this exercise.
Solutions Architect
” OK. Now I see what you
guys are trying to do
for customers. This
makes sense to me.
Developer
”
This is like group
therapy…in the
best way possible.
Customer Service Rep
”

14.
Support the complex service environment

15.
Design sprints

16.
Prototype

17.
They still like us

18.
Keeping it alive
Growing knowledge within the company
2

19.
Day long service design training

20.
Lunch and learn sessions

21.
Yammer group

22.
Where are we at today?
Applying service design throughout FCC
3

23.
Dedicated roles
• Lead, Design Thinking
• Two service designers
• Innovation Lab

24.
Service blueprints for everyone!

25.
Design sprints are BAU

26.
Design thinking and methods are core to
addressing business problems and opportunities

27.
What did we learn?
Tips for implementing service design in the corporate environment
4

28.
Collaboration is the key
Don’t go it alone. Involve stakeholders early and often.
Breaks down silos. Establish key partnerships

29.
Start small
Screw up small instead of screwing up big.
It’s easier with smaller wins. Find your groove.

30.
Market and sell SD
Have an elevator pitch. Share artifacts and prototypes.
Invite yourself to present. Merge with traditional
business terminology when appropriate.

31.
Find your champions
Milk the hell out of them.

32.
Be proactive
Don’t wait for business problems to find you.

33.
Demonstrate value
Solve business problems and opportunities with tangible
outputs and solutions. Don’t just make pretty images.

34.
Lean on change management
Can’t be innovative or evolve to a better
experience if you’re adverse to change.

35.
Our recommended approach
Tips for implementing service design in the corporate environment
5

36.
I don’t know.
I’m making this up
as I go.
Make it your own

37.
Any questions?
You can find me at
◉ @jasonfiske
◉ jason.fiske@fcc.ca
Thanks!