Daniel Ewerman | Service Design course | Berghs
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Prioritisation, clustering and stakeholder Management at Berghs Service Design Course
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Daniel Ewerman | Service Design course | Berghs
- 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
- 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.
- 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?
- 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!