Prioritisation, clustering and stakeholder Management at Berghs Service Design Course

1. Prioritisation Clustering Stakeholder Mngt. Daniel Ewerman, CEO, Transformator Design Group AB Daniel.ewerman@transformatordesign.se http://www.transformatordesign.se/

2. Daniel Ewerman SERVICEDESIGNER Industrial Design MFA Konstfack Founder of Transformator & CEO

3. Service Design 1998 Konstfack, Umeå Industridesign, Berghs & Chalmers

5. 2006 1998 2010 SERVICE DESIGN SERVICE DESIGN

7. Channel Independent

8. Customer Insight Driven Service Innovation Method

9. Customer Research Methods & Innovation Methods

10. Customer Iterative and Prototyping

11. Experience Management & Change Management

12. The result of what we Do is services that are attractive for the customer & profitable for the service provider

13. Prioritisation Clustering Stakeholder Mngt.

20. PARKÖR FASTIGHETSÄGARE

21. Har dom varit här och kollat den här veckan? Varför har jag fått en bot? Behöver nytt tillstånd Har du tänkt på att…

28. Prioritisation & Clustering

29. Yes Now In 6 month In 2 years In 5 years Marketing No Not our role No business oportunity Good to be prepared

30. Insight Prioritization tool Strong Insight 1 2 Conrete insight 2 3

31. Key Touch Points in the Customer Journey Mapping

32. Idea Prioritization tool High Customer Experience Impact 1 2 High Feasability 2 3

33. Customer Insights Business Opportunity Feasibility Brand Position Passion Customer Insights Business Opportunity Feasibility Brand Position Passion

34. Customer Journey Mapping VS BluePrint User/Customer Needs and Behaviors User/Customer Experience Physical Evidence User/Customer Actions Touch Point / Onstage Staff Activity / Backstage Supporting Processes Customer Journey Mapping BLUEPRINT

36. Affinity diagram Process Note each idea/Insight on notes Look for ideas/Insights that seem to be related Sort notes into groups until all notes have been used Create headlines for the sorted groups of notes You may sort large clusters into subgroups for easier management and evaluation

37. 6W What? Why? Who for? When? Where? With who?

39. INSIGHTS SOLUTION RESPONSE

40. Internal Stakeholder Map Influence / Power Power / Agenda / Budget / Driving Force / Pain & Gain Neutral / Negative / Positive Maintain Relation / Build Relation Process Input / Output

42. Thanks!