Powering Up Our Performance… Taking the Clouds Out of Blue Sky Thinking Have you ever wondered how organisations with a real customer focus work in a heavily regulated industry? When the customers are totally reliant on the service you provide? So what does regulation mean for Service Design? What are the challenges we face as Service Designers? How do we put customer at the heart of what we do? And most importantly of all, how can we strive to deliver an excellent Customer Experience in a market where the sky isn’t always blue

2. Powering up our performance…
Taking the clouds out of blue sky thinking
Nicola Piercy
Senior Customer Experience Designer

3. Boots the Chemist

4. Post Office Limited

5. Uswitch
Source : http://www.uswitch.com/gas-electricity/news/2013/10/23/e-on-tops-uswitch-energy-awards/

6. Customer Experience is
…..an interaction between an
organisation and a customer as
perceived through a customers
conscious and sub conscious mind.
It is a blend of an organisation’s rational
performance, senses stimulated and
emotions evoked and intuitively
measured against customer
expectations across all moments of
contact.
Source : Beyond Philosophy www.beyondphilosophy.com

7. Setting up for customer experience
6

8. The customer experience hub
Experience
Design
NPS
Experience
Improvement
Campaigns
and data
Experience
Measurement
Insight
7

9. Being visionary
8

10. Get top down buy in…
9

11. Take people with you ……. if necessary start small
10

12. Find something that people care about
11

13. You need to be credible…
12

14. Being deliberate…
13

15. Understanding

16. Discovering

17. Developing

18. Recommending

19. Delivering

20. Evaluating

21. Clarity

22. Thank you!