Bringing the Digital Experience to the Service Portal

Transcription

1 Session 505 Bringing the Digital Experience to the Service Portal Bringing the Digital Experience to the Service Portal Meet today s presenter: Phyllis Drucker Senior Consultant, Linium Contributing Author, Support World Blogger, international speaker MSITSM Phyllis.drucker@Linium.co m

2 Session Overview Exploring DX (aka the digital experience ) What does good DX require? Your Opportunity for Great DX The Journey Mapping Kanban Mapping the Current State Creating Your Future State Wrap up and Roadmap Everything in business is DX! The roots of DX started with Reliance on digital channels: phones, web, social media Mobile devices provides location information and immediacy Growth of the user experience on commercial web channels, driving a need for business to improve the experience Amazon Apple Google Disruptive Innovation!

3 Everything in business is DX! Everything in business is DX!

4 Everything in business is DX! Everything in business is DX! Even the Service Portal

5 Your Opportunity Even the Service for Great Portal DX Portal Innovation: This?

6 Portal Innovation: Or This? Create a Great DX Experience What Does Great DX Look Like? Great DX Relies on simplicity, consistence and ease of the experience Starts with the customer s expected journey (use case) Starts with the 3 Ds: Design your customer journey; make it consistent through all channels Deliver value constantly Develop capabilities needed to make it repeatable

7 DIMENSION 1: Business Services Acquired from the Business DIMENSION 2: Business Services Provided to the Business DIMENSION 3: Personal Services Acquired from the Business Step 1: Persona Mapping Chief Innovation Officer PERSONALITY Modern Personality Embraces The Digital Age Tech Savvy Demands Agility & Speed Low Patience Level High Impact on the Business Visual & Statistical SERVICE APPROACH Mobile / App Web Based Portal Self-Serve Kiosk Chat Walk Up Phone Dimension 1: Onboard a new worker Dimension 2: Obtain and roll out a new software package Dimension 3: Get help on a benefits issue Step 1: Persona Mapping Chief Innovation Officer PERSONALITY Modern Personality Embraces The Digital Age Tech Savvy Demands Agility & Speed Low Patience Level High Impact on the Business Visual & Statistical SERVICE APPROACH Mobile / App Web Based Portal Self-Serve Kiosk Chat Walk Up Phone

8 DIMENSION 1: Business Services Acquired from the Business DIMENSION 2: Business Services Provided to the Business DIMENSION 3: Personal Services Acquired from the Business Exercise 1: Persona Mapping Chief Innovation Officer PERSONALITY Modern Personality Embraces The Digital Age Tech Savvy Demands Agility & Speed Low Patience Level High Impact on the Business Visual & Statistical SERVICE APPROACH Mobile / App Web Based Portal Self-Serve Kiosk Chat Walk Up Phone Sample Personas When selecting personas, look for a good cross sample Executives Managers, particularly those that approve requests Finance department members HR and Benefits specialists Admins who submit requests for their department Fulfillment team members

9 Exercise 1: Persona Mapping (10 min.) DIMENSION 1: PERSONALITY DIMENSION 2: DIMENSION 3: SERVICE APPROACH Persona: Step 2: Create a Journey Map A Kanban-style approach to documenting the user experience Documentation includes: On-stage experience: the user s experience Back-stage experience: the fulfillers experience Analysis of the current experience Transformational opportunities to improve the experience Reality Check to determine which opportunities will be leverage Creation and testing of the Journey Map hypothesis

10 Step 2: Create a Journey Map Create Initial Map Evaluate Explore Brainstorm Design New Experience Persona, Company Attributes, Key Trends Evaluate Attitudes Clarify Needs & Drivers Desired Transformation Reality Check Desirable Meaningful emotional Behavior Line On Stage Experience Prioritize Focus Build EX Design Canvas Feasibl e Viable Useable effortless Useful functional Redesign Experience Attitudes & Emotions Moment that Matters Determine Impact Examine Capabilities (Roles & Processes) Brainstorm Innovation Back Stage Support Build DX Hypothesis Readout We focused here, because Journey mapping Kanban used courtesy of the Linium Digital Experience team Step 2: Journey Mapping CIO Experience On stage experience, behavior line No useful info found Call for information

11 Step 2: Journey Mapping CIO Experience On stage experience, behavior line Journey 1: Onboard a new worker No useful info found Call for information This represents a typical portal experience: Map the current state Gather feedback from the persona Map a better future state Analyze what goes/what stays (hypothesis) Journey 1: Onboard a new worker Step 3: Journey Mapping Back stage support Update comments in ticket Create the same type of map for the fulfillers, documenting the back stage experience.

12 Exercise 2: Create the On-Stage Journey Map (15 min.) Select a request that doesn t work well in one of your organizations Using the stickies and paper, document what the typical user journey experienced when completing and submitting the request Go back and add the emotion lines Exercise 3: Create the Back-Stage Journey Map (15 min.) Go back to the example you selected Using the stickies and paper, document what the fulfillers experience when they are working the request Go back and add the emotion lines

13 Step 4: Journey Mapping the Future State On stage experience See access is ready Equipment is being configured This represents an improved portal experience: Improved taxonomy Similar form completion experience Better updates due to improved workflow stages Step 4: Journey Mapping the Future State On stage experience See access is ready Equipment is being configured This represents an improved portal experience: Addition of BOT technology Added cart functionality Better updates due to improved workflow stages Experience moves from negative to positive!

14 Step 4: Journey Mapping the Future State Back State Experience Serial # to pull and ID are in the ticket Streamlining and improved process also improve the fulfiller s journey Exercise 4: Create the Future-State Journey Map (15 min.) Repeat exercises 2 and 3 for your future state Remember to use the Linium reference map during your design process Brainstorm your results and test your hypothesis: Does the new process honor existing policies? Is the amount of change able to be absorbed? What type of communication and training plan will you need?

15 Journey Maps Converting your journey maps to use cases: Their portal search and how they find a subset of items (use the same samples) How they submit and follow up on incidents How they interact with request forms The approval process Checking status With IT, their fulfillment process(es) for the sample items Taking this home What capabilities will you need in your organization? Do you have them or where will you find them? Do you have the tools you need? Prototyping Service Portal

16 Capabilities You ll Need Communication and facilitation skills to work with business personas and gather their feedback Ability to document the persona profile sheets and design Ability to artistically render story boards or click-through demos of the solution Development capabilities within the portal Tools/Platforms You ll Need Digital Experience Platform Class of new tools that enable organizations to design the wire-frames the click through demos needed to prototype the experience Some of these provide customer portals and may eventually replace current portals

17 Tools/Platforms You ll Need A service management platform that supports an enterprise approach Strong integration capabilities to enable a single on stage experience but work with multiple back stage tools Must provide or integrate with tools that can provide security and analytics Tools/Platforms You ll Need Prototyping tools that enable you to measure click-throughs Ability to leverage IoT and robotics to improve the on stage experience

18 Lessons Learned What did you learn when doing these exercises? What would you bring back to your organization from this experience? KEY TAKEAWAYS Identify stakeholders Create your DX vision Gather teams with the right capabilities Create current state Kanban with focus group Document & sign off on requirements Review, tweak prototypes with focus group Create clickthrough prototypes Create future state Kanban with focus group Build the new experience Select another use case Repeat the process Be agile: rinse & repeat

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