MT. Marseille an Archipelago. Strategies for Integrating Residential Communit...
Nasscom Design4India Design Lounge - Digital Business Transformation
1. DIGITAL BUSINESS TRANSFORMATION
A frame to think about transforming “Enterprises”
S A URABH D A S
@ S D A S _ S A P E
H e a d O f D i g i t a l S t r a t e g y G r o u p
HELLO
6. 6
2 SERVICE DESIGN - A STRUCTURED FRAME TO ORGANIZE FOR
CUSTOMER CENTRICITY
7. 7
Service Experience can be
Monetized
EXPERIENCE
3.50 EUR
SERVICE
1.20 EUR
PRODUCT
0.25 EUR
COMMODITY
0.05 EUR
Economic value
of a cup of coffee
ServiceExperience
8. 8
Service Design is about Orchestration
BACK-
STAGE
FRONT
STAGE
Behind the
scenes
organization
Behind the
scenes
customer
scape
13. 13
“The world is changing very fast. Big will not beat small
anymore. It will be the fast beating the slow”.
11% 19% 27% 24% 10% 4% 5%
Multiple
times a day
Multiple
times a week
Weekly Monthly Quarterly Half Year Year or less
15. 15
In Summary
1. Challenge traditional business models &
strategy to reimagine value-chain
2. Service Design lends a structured systems
frame for organization to accelerate
transformative journey by placing customer
at the center
3. Right and purposeful use of modern
technologies to scale your ideas
+1. Institute a culture of speed & agility to
rapidly take ideas to market