Checkout Till

Finding a balance between the needs of the organisation and the needs of the customer

Posted Posted in Articles, Methodology, Service Redesign, Strategy

Some companies are immature in their approach to customer relationship management (CRM), but at the heart is a desire to get something for free. And that’s wrong. The scenario You look around a shop, you pick something up, take it to the checkout, wait in a queue. You notice that the queue is moving slowly, despite most customer only having a handful of items and then paying with credit card. Maybe the link to the credit card authoriser is a bit flakey today? It’s your turn at the checkout. Once the greeting and the small talk is out of the way, the dreaded question is delivered by the sales assistant “Can I have your email address please?” or some variant on that request for your email. This may be followed with “can I take your postcode?” or “do you already […]

Business Architecture and Service Design

How Might We Apply Service Design to the Enterprise?

Posted Posted in Articles, Methodology, Service Redesign, Strategy, Transformation

I simplistically take the view that Service Design is the concepts and methods of Design Thinking applied to making services work better for their customers. It’s a definition that works in the circles I most commonly move in, i.e. directors, programme directors, etc. It allows me to set the stage in which service design and design thinking both play. However on the same stage, we commonly find KPIs, OKRs, Business Architecture, etc. And the stage starts to look crowded very quickly. We also start to see people pulling in different directions, like someone has let a mouse loose in the chorus of an Italian opera. Operas and plays have directors, often many directors each responsible for their own domain, but with one artistic director responsible for the overall vision. Envisioning Now imagine what would the stage look like if the […]

Post-it Notes

Confirmation bias in design thinking

Posted Posted in Articles, Innovation, Methodology, Service Redesign, Transformation

Every few years another fad comes around. Look back long enough and you’ll see lean, systems thinking, TQM, CRM, structured systems and many, many more methodologies and/or approaches. The problem is in the delivery of the projects when the terms become more widespread. Background What we’re seeing is the climb of two methodologies: Service Design and Design Thinking. You can probably add in Human-Centered Design and Inclusive Design into that mix. Many organisations are adopting these methodologies to solve their existing problems, switching from a lack of methodology or from more formal, structure methods to ones centred around design. I’m increasingly seeing Design Thinking heralded as the way forwards, but there are some issues with that approach. To be clear, I’m a supporter of Design Thinking and many related methodologies. I’m not necessarily a supporter of how those methodologies are implemented in many […]

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How a Simple Change Can Bring Multiple Benefits

Posted Posted in Articles, Innovation, Service Redesign, Transformation

I’m often designing change programmes for large organisations. I’m an external consultant, an outsider coming into the organisation that already exists. There are already governance boards in place, whether for operational, financial or change governance. These boards happen on a regular basis, often on a set day of the month. As an outsider, I’m not going to be able to change those days. At most, I can influence the shifting of one or two on ad-hoc and in very rare occasions, the executive sponsor is senior enough to be able to change the day because it suits her as well. But remember that a lot of other activity is set around these events and most organisations will resist changing the day. So why do we need to change the day? If you think of a typical design sprint, then it’s […]

Designing for Everyone

Posted Posted in Articles, Facilitation, Innovation, Methodology, Service Redesign, Transformation

Whatever system, process, technology we’re implementing, shouldn’t we be designing for everyone? Or at least everyone in the target customer segment? Background In the last couple of weeks, I’ve read a number of articles that have consolidated and made me reflect on my thinking about designing for disabilities and what counts as normal. Having spent a number of years working in the health and social care sector, I’m well-versed in the practicalities of working with people with disabilities. But I still hate the phrase “people with disabilities” and every other similar phrase I’ve ever seen. I don’t like the word inclusion, not that I don’t like the concept itself, but that I don’t like that the concept has to exist. Hence the title of this article as “Designing for Everyone”. What’s an average person? I read The Atlantic’s article on how we’ve ended […]

When is the Right Time to Change Your Mind?

Posted Posted in Articles, Methodology, Strategy, Transformation

When is the Right Time to Change Your Mind? You have many opportunities in life and business to change your mind. Each of us has many opportunities, but we don’t always take those opportunities. We may be conforming to social constraints and expectations or don’t want to risk appearing inconsistent by changing too often. Let’s look at a non-serious example and extract nuggets we can apply in a business context. 1) The Background I’m in a situation right now where I’m having to re-evaluate my aims. Fortunately it’s not a serious situation and there are a few parallels to my professional life. I play guitar and I own a few guitar amplifiers. Each guitar and amp has its own tonal identity and quirks. I pick the right tools for the job; playing in a 60s Motown/soul band requires different guitars and […]