How the Servicedesk supported the bigger picture changes. Over the last 24 months, LSHTM has been on a Digital Transformation journey, delivering a new website, intranet, collaborative group and online governance frameworks, management information platforms and – most significantly – a new shared service helpdesk. Jon will share the remarkable story of how this transformation connected the School’s strategic, tactical, operational and customer services.

1. Customer focus
#SEE18
Digital Transformation:
How the Servicedesk supported the bigger
picture changes
Jon Faulkner
Domain7 Digital Services Consultancy

2. People-centricity
With Jon Faulkner

3. Jon Faulkner
UK Managing Director, Domain7 Digital Services Consultancy
Jon is the former CIO of the LSHTM, where over a 5 year
period he delivered significant beneficial change providing
digital platforms and solutions, a cultural advancement towards
embracing future-minded strategic solutions and the means to
develop digital capability across staff and students.
In his new role at Domain7, Jon is tasked with building the UK
presence, reputation, growth and organisation through working
collaboratively with client partners across Higher Education,
Healthcare, Local Government and Charity sectors.

4. Agenda

6. OR

8. Why do it? Metrics
1. Reputation
2. People satisfaction
3. User experience
4. Referrals
5. Sales / Share
6. Cost of sales
7. Repeat / lasting custom
8. Browsing cross sales
9. Fewer HelpDesk calls
10.Quicker Call resolution
11.Fewer internal call
bounces
12.and ...

9. https://semanticstudios.com/ubiquitous_service_design/

10. https://semanticstudios.com/ubiquitous_service_design/

11. OR

12. https://semanticstudios.com/ubiquitous_service_design/

13. https://webdesign.tutsplus.com/articles/what-exactly-are-ux-touchpoints

14. Managing the change
https://www.quora.com/What-is-the-best-example-of-having-different-perspectives-on-the-same-situation

15. https://connection.domain7.com/why-design-thinking-makes-business-sense-f2eca24ad55b
“At its core, design
thinking demands that
people work together,
listen actively, and
question
assumptions.”
Design thinking

16. https://semanticstudios.com/ubiquitous_service_design/

17. 1. Maintain the customer's
perspective
2. Reframe challenges to identify
better solutions
3. Use design to make the new
tangible.
4. Prototype to learn quickly
5. Collaborate to align teams
6. Structure delivery around
customer experience
https://www.liveworkstudio.com/methods/
Service Design

18. Information Architecture
Information Architecture is “the art and
science of organizing and labelling websites
… to support usability.”
User Experience is “the way a person feels
about using a product, system or service …
perceptions of the practical aspects such as
utility, ease of use and efficiency of the
system.”
http://www.uxbooth.com/articles/the-difference-between-ia-and-ux-design/

19. User Experience (via user-centred design)
https://ux.stackexchange.com/questions/30093/is-user-experience-design-uxd-equal-to-user-centered-design-ucd

20. UX design - “the process
of enhancing user
satisfaction with a product
by improving the usability,
accessibility, and pleasure
provided in the interaction
with the product.”
https://www.usability.gov/what-and-why/user-experience.html

21. EXAMPLES

22. A Favourite Real-Life Example - UK Vehicle Tax Purchase

23. Work In Practice Example - Shared Service Desk (1)

24. Work In Practice Example - Shared Service Desk (2)

25. Work In Practice Example - Shared Service Desk (3)

26. Work In Practice Example - Shared Service Desk (4)

27. Work In Practice Example - Shared Service Desk (5)

28. Design Example - Focus on Form

29. Design Example - Focus on Function

30. Continuous Improvement

31. Summary

32. Thanks!
jon@domain7.com
07834 882 405

33. Customer focus
#SEE18
Digital Transformation:
How the Servicedesk supported the bigger
picture changes
Jon Faulkner
Domain7 Digital Services Consultancy
jon@domain7.com
07834 882 405