We are hearing more and more about the internal struggles our clients face when implementing bigger service design projects. After the ‘honeymoon’ phase following an initial service design project, corporates tend to run into internal walls when implementing or scaling up. We love a challenge, so we started looking for tools, ideas and methods that we could add to our usual approach. Our talk will be about understanding why validated service innovations still can be left on a shelf to collect dust. And how to tackle these challenges.
26. Yes, we forgot ... implementation
Empathize Define Ideate Implement
Prototype +
test
Solving the right problem Solving the problem right Solving it together
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42. Be aware that culture can differ over several company aspects.
Start with the quickest win.
1. No company has only
one culture
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43. Nurture the first follower(s): They make a lone nut into a leader
2. Movement over
mandate
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44. Dance to the beat of your client
3. Set the right pace
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45. Instead of just repeating what you have done before:
Focus on both the driving and the restraining forces.
Make it easier (e.g. CX lab)
Talk about potential barriers early on.
4. Pull, don’t push
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46. From hands-on doer, to facilitator to coach.
A coach who understands the local customs, ideas and social
behavior.
5. Mind the
changing role of the
Service Designer
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48. Because how can we expect the organisation
to change when we can not or will not see it?
This is a call to all
service designers to get
out of our comfort zone
and start caring about
culture
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50. Thank you!
If you want continue the conversation:
Drop me a line on +31 (0)6 36402016
or send us a love letter at
floor@koosservicedesign.com
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