Designing for the Back Office – Service Design Drinks Berlin

Service Design Drinks S A P S E / AU G U ST 1 3 , 2 0 1 4 Designing for the Back Office Marion Fröhlich & Mauro Rego with Service Design Berlin

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 I N T R O Where are we today?

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Marion Fröhlich Senior Strategic Design Consultant at SAP @marionfroehlich Mauro Rego Tall Strategic Design Consultant at SAP @mauroalex I N T R O Who is talking today? ´

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Consumerization of enterprise IT #1 Build trustworthy relationships #2 Take the human in account #3 Same, same, but different Hands-on Exercise AG E N DA Designing for the Back-Office

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 “Why does my secretary need a great software experience?” — Cu s t o m e r, 2 0 1 4

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014EnjoySAP Icons, frog design (2014) http://www.frogdesign.com/work/

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014SAP Design Guild (2000) http://www.sapdesignguild.org/editions/philosophy_articles/colors.asp

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 expectations

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 consumerization

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Relationship between a design function and the larger supported organization M O D E L Design integral to all aspects of the organization Design as external resource Design as part of the organization Design at the core of the organization Model by S. Junginger (2013)

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 TO DAY

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Relationship between a design function and the larger supported organization M O D E L Consumer- facing services Employee- facing Services We need to apply design practice also to the back-office!

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Design as external resource Design integral to all aspects of the organization Design as part of the organization Design at the core of the organization Relationship between a design function and the consumer- & employee-facing organization M O D E L

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Consumer- facing services Employee- facing Services M O D E L When design is fully integrated Relationship between a design function and the consumer- & employee-facing organization

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Simple, Engaging, Open Complex, Cut & Dried, Controlled CO M PA R I S O N

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Support the individual Support an organization Self-managed Predefined Minimal commitment High commitment CO M PA R I S O N Consumer Applications Enterprise Applications Usability & Pleasure Efficiency & Functionality

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 “Why does my secretary need a great software experience?” — Cu s t o m e r, 2 0 1 4

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 T H E VA LU E PLEASURABLE USABLE RELIABLE FUNCTIONAL Designing for Emotion, Aaron Walter (2011) From an employee point of view

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 T H E VA LU E From a customer point of view

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 T H E VA LU E From a personal point of view

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 BUILD TRUSTWORTHY RELATIONSHIPS #1

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Enterprise IT Departement We need to sell to IT and design for to the employee # 1 R E L AT I O N S H I P S Employee Dept

# 1 R E L AT I O N S H I P S Design collaboratively with professionals Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Convince the „secretary“ as much as managers # 1 R E L AT I O N S H I P S SAP (2014) https://experience.sap.com/designservices/

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 # 1 R E L AT I O N S H I P S Performance vs. Simplicity Simplicity SAP (2014) https://experience.sap.com/designservices/

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 TAKE THE HUMAN INTO ACCOUNT #2

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 INFRASTRUCTURE ORGANIZATION & PROCESS PEOPLE & CULTURE # 2 B E H U M A N Beyond the experience….

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 # 1 R E L AT I O N S H I P S Thoroughly design with people Simplicity SAP (2014) https://experience.sap.com/designservices/

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 SAME, SAME BUT DIFFERENT #3

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 # 3 S A M E , S A M E B U T D I F F E R E N T Roles instead of personas. SAP (2014) http://www.sap-innovationcenter.com/

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 # 3 S A M E , S A M E B U T D I F F E R E N T Roles instead of personas. Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 # 3 S A M E , S A M E B U T D I F F E R E N T Roles instead of personas.

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 ROLES I HAVE TO MAKE SURE THAT... TASKS List here the most interesting roles. List here the tasks that the describe the role. JASMIN, 45 yêrs old Bak Y OWNER I am the bakery owner. I like to take care of the customers (since this bakery belonged to my mom before me). We have really loyal customers from all over the region. I keep the costs low with employees (I only employ 2 full time employees and help even with cleaning sometimes), and I make sure to have the best deals with suppliers. 1. Read the persona description. 2. List what this person has to accomplish (e.g.: I have to make sure that the whole store is clean) 3. For each listed item, generate a role that represents it. 4. Choose a role and list the tasks that the person has to fulfil in order to accomplish what he or she has to make sure. If you have questions, keep calm and call one of us. INSTRUCTIONS # 3 S A M E , S A M E B U T D I F F E R E N T Roles instead of personas.

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Tobias Persona 28 Years old Barista Tobias Stock Manager “I have to make sure that the stock is always full” Tobias Cleaner “I have to make sure that the counter and the tables are clean” Tobias Cashier “I have to make sure that the tips are counted and the orders fit with the money in the box” # 3 S A M E , S A M E B U T D I F F E R E N T Roles instead of personas.

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 #1 Build trustworthy relationships #2 Take the human in account #3 Same, same, but different TA K E AWAYS Designing for the Back Office

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014 Marion Fröhlich marion.froehlich@sap.com @marionfroehlich Mauro Rego mauro.rego@sap.com @mauroalex T H A N K YO U Drop us a line.

Designing for the Back Office - Marion Fröhlich & Mauro Rego - 08/2014Business Model Canvas: Alexander Osterwalder & Yves Pigneur Exercise: From Personas to Roles ROLES I HAVE TO MAKE SURE THAT... TASKS List here the most interesting roles. List here the tasks that the describe the role. JASMIN, 45 yêrs old Bak Y OWNER I am the bakery owner. I like to take care of the customers (since this bakery belonged to my mom before me). We have really loyal customers from all over the region. I keep the costs low with employees (I only employ 2 full time employees and help even with cleaning sometimes), and I make sure to have the best deals with suppliers. 1. Read the persona description. 2. List what this person has to accomplish (e.g.: I have to make sure that the whole store is clean) 3. For each listed item, generate a role that represents it. 4. Choose a role and list the tasks that the person has to fulfil in order to accomplish what he or she has to make sure. If you have questions, keep calm and call one of us. INSTRUCTIONS 20

Service Experience Camp 2014 SEPT 13 - 14, 2014 • BERLIN

Key Talks: Get inspired

Barcamp: Learn, grow and connect

Special formats: Experience it yourself Service Experience Walk Experience special services in Berlin Camp at COJE Spend two nights with 9 other camp participants at a unique space in Berlin

An opinion from SAP I wish that more people from large companies would use this opportunity to get inspiration to re-think what they are doing – it will bring real value to all those buzz words out there: innovation, customer centricity, simplicity. Petra Meyer, Human Resources (SAP) “ ”

3 reasons to join Get inspired by thought leaders in service innovation Acquire new skills during hands-on workshops Connect with other service experience experts

Italy Germany Belgium Denmark Poland Switzerland Great Britain Greece USA Spain Portugal Camp participants so far

www.serviceexperiencecamp.de until 31 august regular tickets Discover more & get your ticket at:

Thank you! See you soon. servicedesignberlin.de @SD_Berlin fb.com/servicedesignberlin