Paul Mutsaers & Anna-Louisa Peeters - Making in-house service design the new standard
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The document outlines seven key learnings for integrating in-house service design into an organization's structure. These include pairing service designers with customer journey managers, positioning service design at the core of the business, and fostering collaboration with existing workflows. The recommendations aim to enhance service delivery, advocate for customer needs, and maintain inspiration within the team.
Paul Mutsaers & Anna-Louisa Peeters - Making in-house service design the new standard
- 1. vMaking in-house service design the new standard 7 learnings to get there! Paul Mutsaers and Anna-Louisa Peeters | Rabobank
- 2. usus
- 5. Our 7 key learnings
- 6. 6 1.1. Pair a service designer with a customer journey manager
- 7. 1.1. Pair a service designer with a customer journey manager • Customer journey manager: lead + stakeholder management • Service designer: creative facilitation + design How • Service design needs explaining • Overcome barriers Why
- 8. 8 2.2. Make sure service design is at the core of your business
- 9. 2.2. Make sure service design is at the core of your business • Influence on strategy • Bargaining power Why • High level overview • Partners / sponsors How • Service design accounting
- 10. 10 3.3. Connect with existing ways of working
- 11. • Acceptance of ideas • Acceleration of results Why • Service design way of working • Align with others How • In-house training 3.3. Connect with existing ways of working
- 12. 4.4. Set up a balanced team
- 13. • Different perspectives • Right energy Why • Begin with the end in mind • Select by role/character How • Split up the team 4.4. Set up a balanced team • Future buy-in
- 14. 1414 5.5. Show your work
- 15. Foto de deliverablesFoto de deliverables 15 • Foto van de library (mag ook een afbeelding gephotoshoped zijn in een computer scherm) • Foto van uitgedraaide scenario’s – CJ-mappings aan een muur • Foto van `CJ-boekje van wonen • … 5.5. Show your work Recognizability Shareability Why Create overviews Use templates How ShareControl
- 16. 6.6. Be the customer’s advocate
- 17. Foto UX centerFoto UX center 1717 6.6. Be the customer’s advocate Why Demand budget for research Be the voice at decisions How Involvement during entire project Validate assumptions Discover new opportunities Stay on right track
- 19. 7.7. Stay inspired Improved quality Stronger market position Why Conferences, books, blogs External service design colleagues How MasterclassesBoost internal reputation
- 21. Thank you! Paul Mutsaers Customer Experience Manager Rabobank Anna-Louisa Peeters Service Designer Rabobank