Design for Business – Processes that engage the internal & external customers, consumer or partners.
Some of the digital transformation themes are:
- Process Optimization (Business to Business, Business to Customer, Owners Portal, Dealer On-boarding, Talent Marketplace, Supply Chain visibility)
- New Product/ Revenue Streams (Leveraging Internet of Things, Product as a service, Warranty as a service)
- Enterprise Re-invention (Reimagined Customer Experience (Micro User Experience, Micro APIs; creating an immersive “System of Engagement”)
- Social Media Engagement (Influence & capture mind share of end consumers on buying decisions like Home A/c, Washer, Dryer, Cars etc.)
Design for IT – Processes that enable seamless collaboration with customers, brands and IT functions. Some of the digital transformation themes are:
- Software Development Collaboration between business and IT owners (Business IT Collaboration)
- End-User Support (Optimized & Orchestrated omni-channel experience)
Design for Floor – Processes that focus on the plant and enterprise. Some of the digital transformation themes are
- Plant Operator Collaboration (Upskill, On-the-job Training, Collaborative Robots experience, real-time Collaboration with Subject Matter Expert)
- Service Design Process- the five DDesign for Business – Processes that engage the internal & external customers, consumer or partners.• Plant Manager Visualization (End-to-End visibility of the plant including all IOT enabled assets)
- Internet-of-Things Command Centre Visualization (End-to-End visibility of all plants, assets and operators)
Demystifying Service Design
Enterprises across the board are accomplishing design-led transformation by redefining and reimaging their processes. This is being enabled by “Service Design”.
Service Design is the integrated design of products and services. This design can also be called as Service Blueprint (SBP). SBP is a catalogue of all the interactions a customer (note the customer can be internal or external) has with an enterprise. Service design has both tangible and intangible components. While talking about a product, we can clearly define its functions, features and unique selling proposition. However, service delivery comes to existence while it is being actually delivered/ consumed. Thus, depending on the “actor” delivering it, the service experience can differ. We can create optimal services that encourage & reinforce behavioural patterns. Such optimal services combined by state-of-the-art products make an enterprise great and exceptional.
Service Design typically uses iterative & agile methods that show rapid results. In digital transformation, this becomes the key to success. These can be broadly classified into 3 buckets:
- Ethnographic (study of people and cultures) user research allows us to define personas (aka actors) and journeys (aka episodes).