SDNC13 -DAY2- There is no Innovation Fast-lane by Lizzie Shupack

•

0 likes•908 views

Service Design Network

Technology Business

T H E R E I S N O I N N O VAT I O N FA S T L A N E
( A N D O T H E R L E S S O N S L E A R N E D W H I L E T R Y I N G T O O V E R TA K E )
SDN 2013

Lizzie Shupak
Innovation Director
lizzie.shupak@lbi.com
@lizzieshupak

“ I’d spend 55 minutes thinking about the
problem and 5 minutes thinking about
solutions”

Albert Einstein

“ A lot of people… haven’t had very diverse
experiences. So they don’t have enough dots to
connect, and they end up with very linear
solutions without a broad perspective on the
problem. The broader one’s understanding of the
human experience, the better design we will
have.”
Steve Jobs

An orderly procedure with the goal of
verifying, refuting, or establishing the
validity of a hypothesis

Hard questions
•  What don't you know about the problem you are trying to
solve?
•  What has been tried before?
•  What is the hardest bit? Of what are you least certain?
•  What is the greatest risk?

Recipe
• 
• 
• 
• 
• 
• 

Identify a real problem you are facing
Break the problem down into sub-problems
Grade each one based on how confident you are of solving it
Choose the sub-problem in which you have least confidence
Design an experiment to help solve it
Repeat as necessary

Define the problem
What is the real problem you are trying to solve?
Who has the problem? How will things be better when you have solved it?

Give
a
smartphone
app
to
our
customers
so
that
they
can
read

their
meters
accurately
just
by
pointing
their
phone
cameras

at
the
meter.

What are the sub-problems?
What smaller problems do you need to solve in order to solve the big one?

Get
software
in
the
phone
to
recognise
an

electricity
meter

2

Take
a
quality
photograph
of
a
meter
in
difficult

conditions

3

Extract
the
numeric
meter
reading
from
the
image

of
the
meter

2

Display
the
meter
reading
to
the
customer
and
send

it
to
our
billing
system

9

The value of experiments
•  Demonstrate that the problem deserves further
investment (or not)
•  Use the story of your experiment to win others over
•  Uncover and retain knowledge and insight regardless of
the outcome

In summary
• 
• 
• 
• 
• 

There is no fast lane
Solve a real problem
Connect
Experiment
Keep going

SDNC13 -DAY2- There is no Innovation Fast-lane by Lizzie Shupack

What's hot

136 advanced a-b testing (anthony rindone)

ProductCamp Boston

RPI Startup Conference - Keynote

Jay McBain

Architecting a Better Knowledgebase

Joseph Marhee

2014 future of product management

Janice Fraser

Find your Metrics that Matter BoS Masterclass Session 2

Business of Software Conference

Meetup 16 dec data driven process to optimization

Andra Baragan

The Business of Execution (Infographic)

Scott Reedy

Meeting customerexpectations - Seredyuk

Igor Bronovskyy

Data is worthless if you don’t communicate it

Sahil Kumar

Why should I measure my changes and where should I start to do so? - LKNA14

Wolfgang Wiedenroth

Week2 day2slide

RohitKar2

Week3 day3slide

RohitKar2

3 Ways Machine Learning Will Transform Your VoC Strategy - CSSummit18

Totango

Event interaction with Snooozy

Snooozy

Can real-time analytics give you the edge on Black Friday?

GoSquared

Who and why uses estimates

Agata Sobek-Kreft

python ppt

mohammad moinuddin

Lmsf 671 6-1-media brochure

tcvdlinde

Analytics - How and why you are making a mess of it and ruining your analysts...

deltaDNA

Design User Experience

Tomas Kisielius

What's hot (20)

136 advanced a-b testing (anthony rindone)

RPI Startup Conference - Keynote

Architecting a Better Knowledgebase

2014 future of product management

Find your Metrics that Matter BoS Masterclass Session 2

Meetup 16 dec data driven process to optimization

The Business of Execution (Infographic)

Meeting customerexpectations - Seredyuk

Data is worthless if you don’t communicate it

Why should I measure my changes and where should I start to do so? - LKNA14

Week2 day2slide

Week3 day3slide

3 Ways Machine Learning Will Transform Your VoC Strategy - CSSummit18

Event interaction with Snooozy

Can real-time analytics give you the edge on Black Friday?

Who and why uses estimates

python ppt

Lmsf 671 6-1-media brochure

Analytics - How and why you are making a mess of it and ruining your analysts...

Design User Experience

Viewers also liked

SDNC13 -Day2- Protecting your imagination: Inspiring Cultures in Corporate En...

Service Design Network

Designing Digital Experiences for the Internet of Everything Age by Clive Grinyer - Cisco Consultancy Services Clive Grinyer is Director of Design and Customer Experience for Cisco Consultancy Services team, designing innovative new digital solutions for Cisco’s clients. Clive designs digital customer experiences for retail, financial services and public sector projects. His recent projects include digital installations for the cities of Barcelona and Amsterdam, UK retailers Marks and Spencer, Tesco and John Lewis, the Dialogue Café public video installation in cities around the world and work in the Netherlands and Wales on digital services for an ageing population.

SDNC13 -Day1- Magic Mirrors to Wisdom Banks – Designing Digital Experiences f...

Service Design Network

The Danger of Big Data by Kerry Bodine - Forrester research Service design teams can glean big data insights from social media, financial systems, emails, surveys, call centers, and digital and analog sensors. But companies that fixate on amassing new data sources put themselves at risk of neglecting small data insights gathered through qualitative research methods. How can firms achieve balance?

SDNC13 -Day1- The Danger of Big Data by Kerry Bodine

Service Design Network

Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld – Province of British Columbia Government provides many ‘services’ folks prefer to avoid: when you pay your taxes, go to court, apply for social assistance or get sick, you are compelled to interact with government. Yet government services rarely meet citizen expectations, and staff struggle with reduced budgets, obsolete legislation and antiquated practices. This presentation describes how The British Columbia government is adopting a service design approach to meet these challenges. An exemplar project addressed the need to improve landlord / tenant dispute resolution, a high volume, high touch process that was overburdened despite several traditional quality improvement initiatives. See how prototyping service avoidance, smarter intake and status updates yield measurable service improvements for reluctant customers.

SDNC13 -Day2- Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld

Service Design Network

The Journey of Changing a Culture Innovation opportunities can be fleeting, ethereal and disparate, which makes it a challenge to capture and ground them. This is made even more complex when they need to travel through cultures and disciplines, especially in a company the size of Nokia. In this talk we will look at how a Nokia and Seren collaboration is steadily changing the culture of HERE (Nokia’s location brand, formerly Nokia Maps). We will look at the impact a User Journey framework is having beyond capturing moments, to how it is fundamentally changing HERE’s approach to research and innovation by inspiring content and experiences, and defining applications and platforms.

SDNC13 -DAY2- The Journey of Changing a Culture by Kathryn Richards & Rob Kirby

Service Design Network

Platform Design – shaping the organisations of the future by Louise Downe - Engine Service design often involves creating a network of people and things that act together to create a service. Platform design goes beyond designing individual services, towards designing platforms from which multiple services, journeys and interactions can be built. For example, rather than designing a single healthcare service, a platform approach constructs the internal and outward-facing systems that allow a provider to co-ordinate the development and delivery of its whole portfolio of services. Similarly, rather than designing a mobile app, a platform can produce a whole range of services built around a new technology, provided through a network of devices, users, and partners linked by data flows and revenue streams. In this talk, Louise Downe will outline Engine’s approach to designing platforms, the typical challenges projects face and ways teams can successfully address them.

SDNC13 -Day2- Platform Design – shaping the organisations of the future by Lo...

Service Design Network

SDGC14 DAY ONE - From Brussels to Blueprints, Design-Led Public Service Innov...

Service Design Network

Powering Up Our Performance… Taking the Clouds Out of Blue Sky Thinking Have you ever wondered how organisations with a real customer focus work in a heavily regulated industry? When the customers are totally reliant on the service you provide? So what does regulation mean for Service Design? What are the challenges we face as Service Designers? How do we put customer at the heart of what we do? And most importantly of all, how can we strive to deliver an excellent Customer Experience in a market where the sky isn’t always blue

SDNC13 -DAY1- Powering Up Our Performance…by Nicola Piercy

Service Design Network

SDNC13 -DAY2- Is the Future Omni-Channel by Jonathan Blakeney & Erdem Demir

Service Design Network

From Big Data to big business! Nowadays, only 5% of the data generated in the cities is utilized for something it wasn’t created for. Using an underground trip card “only means” you are allowed to travel, we discard information that could let us optimize routes, lines, waiting times, etc. In 2025 billions of sensors will invade our cities trying to make our life easier, sensors in traffic lights, parks or streets. Can you imagine? At BBVA the future is now so we found an alternative approach to Big Data, based on people rather than sensors. This is the story of how we were able to transform a large number of financial transactions into actionable innovative services.

SDNC13 -DAY1- From Big Data to big business by Maria José Jorda Garcia

Service Design Network

Business Impact Service design with its tools, collaborative spirit and creativity has an opportunity for business impact when it moves beyond the pure focus on customers and staff, and design for the organisation. Applying the outside-in perspective helps organisations see their possibilities and limitations in delivering a positive service experience to their customers. Livework is learning how to prepare and guide businesses to tackle businesses challenges in ways that are new for most organisations. In Cardiff we will share some useful and sometimes painful lessons how to achieve business impact in sectors ranging from insurance and public transport to retail and telecoms.

SDNC13 -DAY1- Business Impact by Melvin Brand Flu

Service Design Network

SDCN13 -Day2- Transformation in the Swedish welfare state by Andreas Svensson

Service Design Network

Transforming Healthcare with Service Design by Stefan Moritz & Montana Cherney - Veryday In recent years, we have seen unprecedented advances in health care. Thanks to ubiquitous connectivity and an increasing reliance on mobile devices, individuals, health care professionals, and brands are more empowered than ever to continue to revolutionize health care as we know it. Service Design can help the thoughtful and imaginative improvement of processes, services and interactions. Facilitating the ability for stakeholders as well as users to participate in the design process increases focus, saves time and money as well as creating new value propositions and revenue opportunities. But where are we stuck? Based on international examples we will discuss the principles we believe have the power to unlock a real transformation in the health care space.

SDNC13 -Day2- Transforming Healthcare with Service Design by Stefan Moritz & ...

Service Design Network

From Products to Services by Paul Thurston & Andy Mudie - PDR/Nuaire What happens when a traditional product business ventures into the world of service provision? To better understand the value of service design in traditional manufacturing businesses PDR set out to build a support programme that would stimulate the local economy and help businesses build a service design capability. Nuaire are one company that have benefited from this programme and will jointly present a recent project with PDR, providing insight into the value of service design from an established manufacturing business.

SDCN13 -Day2- From Products to Services by Paul Thurston & Andy Mudie

Service Design Network

When Korean Public Service Met Service Design by ungwon Kim – Korea Institute of Design Promotion (KIDP) Korea Institute of Design Promotion (KIDP), as a governmental organization for promoting design industry to improve quality of life and national competitiveness, has developed “Public policy-making process from Service design perspective.” Due to the political paradigm shift from service providers’ side to service beneficiaries-oriented, Korea government has tried to manage the changes by improving unsatisfied public service with user-centred approach. We investigated the policy-making process from service design perspective and validated the developed service designapplied process with a service design pilot workshop. From the Pecha Kucha, you will find out touch points between service design and public service policy making process, and get insights from the Korean case study for public service innovation.

SDNC13 - Day2- When Korean Public Service Met Service Design by Kim Jungwon

Service Design Network

Small steps, big impact by Geke van Dijk & Maria de Vos - STBY Service Design projects do not tend to magically transform the service offering and way of working of client organisations in one big push. It often involves a long trajectory of ‘small steps’, to in the end contribute to a ‘big leap’ or substantial transformation. In the project presented, and across projects, we have learned that one of the biggest values service design agencies can offer is to be committed to challenging long term transformation projects, and to support clients during their journeys of gradual change. For this we need to be as empathic with the organisation of the service provider as we are with the end users of the services.

SDNC13 -Day2- Small steps, big impact by Geke van Dijk & Maria de Vos

Service Design Network

Service Design for Networked Business Models by Aldo de Jong & Abby Margolis - Claro Partners With increased connectivity, networks at both a global and local level are growing rapidly whilst new communities can develop and flourish through digital channels. These allow for resources to be shared, swapped, borrowed and traded; bearing a new economy that favours access over ownership. This is a dramatically different user experience context that demands a transformation of our approach to service design. In this session we will share findings from our global research that explored the experiences and opportunities involved in moving from an ownership economy to one built on access and sharing. We will present guidelines for creating value exchange networks and share some tools we’ve developed for creating networked services and business models in the access economy.

SDNC13 -Day2- Service Design for Networked Business Models by Aldo de Jong & ...

Service Design Network

Email overload kills revenue; one team’s solution by Craig Peters- Awasu Design All over the world, there’s an insidious problem so pervasive that we hardly realise how bad it is: email overload. An ongoing barrage of disconnected communications overwhelms us and keeps us from getting things done. I’ll show you how to fix it. We transformed internal communications for a 9,000-person group of a major bank. We raised awareness, worked with others to define the project, and created a multi-stage plan. The solution was built on four workstreams: behavior change, communications change, intranet change, and measurement. The holistic approach was developed in close collaboration with the client team, empowering them to evolve the program through a pilot stage and beyond.

SDNC13 -Day2- Email overload kills revenue; one team’s solution by Craig Peters

Service Design Network

Let’s Visualise the Bits and Bytes of Services Service design provides excellent methods for developing new concepts but lacks a systematic format for specification of services. We are developing a visual language that consists of diagrams and symbols, representing interactions between customers and service providers. The language can express both planned service delivery and actual service experiences in terms of actors, initiators, channels, devices, deviations and failure. The main hypothesis we want to test is that a common visual language will ease the communication between all stakeholders involved in service innovation, and result in improved quality and customer satisfaction. The main constituents of the visual language and preliminary results from industry case studies will be presented.

SDNC13 -DAY2- Let’s Visualize the Bits and Bytes of Services by Ragnhild Halv...

Service Design Network

Designing to Shift Enterprise Ecosystems by Milan Guenther & Mike Clark – Independent Consultant Designing great services and offerings is the essential promise of Service Design, but bringing services to life involves making them part of much larger experiences. This means transforming the way businesses work, and realigning the various moving parts of enterprise ecosystems. The complex and volatile nature of such systems quickly becomes overwhelming, with brands, processes, culture, technology or touchpoints being just tiny parts of the puzzle. In this short talk we are going to advocate for the integration of Business Architecture approaches to model potential futures, as a means to put a Service Design initiative into action. We will illustrate this with examples from our work with the United Nations.

SDNC13 -Day2- Designing to Shift Enterprise Ecosystems by Milan Guenther & Mi...

Service Design Network

Viewers also liked (20)