'

of Service Design

Понравилась презентация – покажи это...





Слайд 0

of Service Design A Nordic Model 7th October 2014 Lavrans Lovlie Service Design Global Conference 2014.11.29 Livework © 2014 Photo: Sverre Hjornevik/Fjord Norway


Слайд 1

Livework © 2014


Слайд 2

Livework © 2014


Слайд 3

Livework © 2014


Слайд 4

Livework © 2014 Photo: Robert Wu


Слайд 5

Livework © 2014 Flickr: Dreadyboy


Слайд 6

Livework © 2014


Слайд 7

The Nordic Model Livework © 2014 GOVERNMENT PEOPLE BUSINESS


Слайд 8

Empower citizens UDI – Norwegian directorate of Immigration 2010-2014


Слайд 9

“The waiting is the worst. You don’t know what happens, and you worry a lot if you have done everything right…”


Слайд 10


Слайд 11


Слайд 12

Service principles at use "These processes takes time, but having the principles to refer to and to guide us is such a big help. A truly good investment!"  --Tone Opdahl, Senior Adviser, The Communication Unit, Norwegian Directorate of Immigration


Слайд 13

Empower customers Gjensidige INSURANCE 2008-2014 Livework © 2014


Слайд 14

15   From 56th to 11th place with customers


Слайд 15

16   A surgical approach to improvement


Слайд 16

Livework © 2014 How are you doing?


Слайд 17

Evidence that counts Livework © 2014


Слайд 18

Service Design is a serious business Livework © 2014 ORGANISATION CUSTOMERS/CITIZENS BUSINESS


Слайд 19

Livework © 2014 Design for customers!


Слайд 20

Connect the business to customers Livework © 2014 ORGANISATION CUSTOMERS/CITIZENS BUSINESS


Слайд 21

Design for business impact


Слайд 22

High-impact interventions


Слайд 23

Livework © 2014 A perfect start


Слайд 24

  Business impact


Слайд 25

Deliver an outstanding service experience  


Слайд 26

Livework © 2014 ORGANISATION CUSTOMERS/CITIZENS BUSINESS Connect customers to the organisation


Слайд 27

Customer Journey Channels Departments Organisation Online Call centre Branch office Sales & Marketing Operations IT Distribution Support Policy People Practice Process Systems


Слайд 28

Customer Journey Channels Channels Departments Organisation Online Call centre Branch office Sales & Marketing Operations IT Distribution Support Policy People Practice Process Systems


Слайд 29

Customer Journey Channels Departments Organisation Channels Departments Organisation Online Call centre Branch office Sales & Marketing Operations IT Distribution Support Policy People Practice Process Systems Design for the organisation


Слайд 30

organisational Resolve challenges  


Слайд 31

29 November, 2014 Livework © 2013 Engage the organisation on scale


Слайд 32

A new station model 33  


Слайд 33

Design the new stations 34   with 2,775 staff


Слайд 34

New station operating model 35  


Слайд 35

Seriously powerful Service Design Livework © 2014 ORGANISATION HUMANS BUSINESS


Слайд 36

Livework © 2014


Слайд 37

lavrans@liveworkstudio.com +47 918 06 139 Thank you, Livework © 2014 www.liveworkstudio.com/SDGC14 Lavrans Lovlie Rosenfeld Media discount code: Lavrans


×

HTML:





Ссылка: