This is a Case Study of one of the largest Service Design projects recently undertaken at nbn with its external supply workforce. This presentation will give a unique insight into what it takes to deliver Australia’s largest infrastructure project, and the challenges behind designing a seamless experience when, being a Wholesale company, it is neither in direct control of selling to the public nor delivering the services itself. nbn has an aggressive rollout timeframe and over the next 4 years suppliers will need to scale operations significantly to meet its strategic target – eight million happy homes by 2020. There is a cultural shift occurring within nbn – a shift that values collaboration with customers and suppliers. Service design is increasingly adopted across the business to identify strategic and tactical programs of work that improve workforce efficiencies. The project in which this case study is based not only identified 80 change initiatives but also served as a trial for a new way of working with suppliers. This presentation will discuss the: · Factors that led to the cultural shift and establishment of a large scale service design project · Challenges we experienced and our learnings along the way. · Techniques we used to enable findings to stick and how we were able to transfer ownership of insights to business owners.

1. Designing Great Services
for Suppliers
Briony Williamson & Renee Glass 23 November 2016

2. Our suppliers

3. The ecosystem
Suppliers
Sub-
Contractors
Wholesale
Customers
(ISPs)
Customers
(ISPs)
End Users

4. nbn
2011

5. nbn 2011
Startup
Environment • Start-up mode
• Focused on standing up teams, systems, processes
GrowthTransition
Maturity

6. nbn 2011
User
Experience
• Tactical focus
• Embedded within IT delivery teams
• Provide core-business functionality for Customers
Visual
UI
Graphics
Templates
Interaction
Interfaces
Information
Tactical Strategic
Experience Systems

7. nbn
2016

8. nbn 2016
Startup
Environment
• nbn delivered through a mix of technologies
• Processes and systems stood up
• Preparing for Scale through operational efficiency
GrowthTransition
Maturity

9. nbn 2016
User
Experience
• Business has a better understanding of the skills of the UX
practice
• Dedicated team for Research & Discovery projects
• Increasing demand for end-to-end mapping and
understanding of touch points with Suppliers
Visual
UI
Graphics
Templates
Interaction
Interfaces
Information
Tactical Strategic
Experience
Services
Process Systems

10. nbn 2016
Moment of
truth
• Recognition that Suppliers are an integral part of
the ecosystem to meeting nbn’s goals for
Operational efficiency and improved Customer
Experience
Customer Supplier End-user
Connecting 8 million happy homes

11. What we did
How can we support our suppliers to work
efficiently & scale operations?
PROJECT LENGTH
16
weeks
SCOPE
Workforce Planning
Workforce Management
Field Operations
Finance
IT
Supplies
IMPACT
Ops. Prod.
Project
IT
TEAM SIZE
Designers
Support

12. What we did (continued)
80 participants
18 Workshops
36 Contextual
Enquiries
DISCOVER
6 WEEKS
10 Project Showcases
Prioritisation of
Recommendations
Ownership Assignment
DELIVER
4 WEEKS
4 Focus Areas
Design Thinking Workshops
50 nbn SMEs
Root cause analysis
64 Recommendations
DESIGN & VALIDATE
6 WEEKS

13. HOW
WE
WORKED

14. Making findings stick
Sneaky Strategist
• Strategic alignment to
well connected and
respected nbn team.
Change Manager
• Involved teams
across all stages of
the design process.
Sheep Dog
• Worked with project
manager to herd
recommendations
into initiatives and
BAU processes.
POST
FOLLOW UP
DURING
PROJECT
PRE
RAMP UP

15. DEFINING
SUCCESS USING
4 LENSES

16. Inflight
Delivered/BAU
Process
How we defined success
Adoption of
Recommendations
Appetite for more
Service Design
Supplier centric
mindset
Assigned Supplier
Journey93%
66%
27%
Personas
• 2015: 1 XL project
• 2016: 3 XL projects
• Culture changes
don’t occur
overnight
• Senior
Stakeholders
challenging others’
ideas
Use of Design
Artefacts

17. WHAT
WE
LEARNT

18. Tips and Tricks
Project Planning
• Educate stakeholders on the
importance of co-design
and validation.
• Ensure stakeholders are
committed to the entire
design process before
project kick-off.
• Build in time to identify and
validate organisational root
causes.
Ramping
Up
• Allow time for service
designers to understand
the organisation and
problem space.
• Ensure all resources are
completely on-boarded
before project begins.

19. Tips and Tricks
Data Collection
Process, Tools &
Framework
• Ensure team agrees upfront
about how they plan on:
• Collecting data
• Recording and
managing data
• Sharing insights
• Documenting
findings.
Program
Management
• Build time into your project plan
to manage recommendations.
• Assign ownership
• Handover recommendations to a
dedicated program manager to
ensure tracking continues.
Getting Project
Up & Running
• Start small
• Share the process
• Prove the value
• Build relationships
• Wait for the right timing
• Pounce

20. Where to from here?
nbn
2011
nbn
2016
nbn
2017& BEYOND
nbn 2017
And beyond
• Established a Service Design and Discovery Team
• Using human – centered design to work with the business
to define new and better ways of working
• Building strong partnerships with other areas of the
Business to align service experiences
Strategic
Visual
UI
Graphics
Templates
Interaction
Interfaces
Information
Tactical
Experience
Services
Process
Systems
Organisation
Culture
Teams

21. Thank you.