Designing for the Backoffice

mauro rego @ human centered IT - march 31st 2016

mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

This presentation was designed and

originally presented by Marion Fröhlich

and Mauro Rego in 2014 at the Service

Design Drinks at SAP Berlin.

http://www.slideshare.net/ServiceDesignBerlin/designing-for-the-back-office-service-design-drinks-berlin

Hello I am Mauro Rego Tall Designer at

@mauroalex

mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

Co-runner of the Service Design Berlin

mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

Consumerization of Enterprise IT

From Empathy to Trust

From Ecosystem to Infrastructure

From open innovation to constrained explorations

mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

“Why does my secretary needs a great software experience?”

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

Relationship between a design function and the larger supported organisation

Design integral to all aspects of the organisation

Design as external resource

Design as part of the organisation

Design at the core of the organisation

Model by S. Junginger (2013)

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

Relationship between a design function and the larger supported organisation

Consumer-facing services

Employee-facing Services

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

Employee-facing Services

Design integral to all aspects of the organisation

Design as external resource

Design as part of the organisation

Design at the core of the organisation

Relationship between a design function and the larger supported organisation

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

The Future of Enterprise IT

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

Consumer-facing services

Employee-facing Services

The Future of Enterprise IT

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

Support an organisation

Professionals

Predefined

High commitment

Efficiency & Functionality

Consumer-facing services

Employee-facing Servicesx

Support the individual

You and me

Self-managed

Minimal commitment

Usability & Pleasure

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

“Why does my secretary needs a great software experience?”

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

PLEASURABLE

USABLE

RELIABLE

FUNCTIONAL

Designing for Emotion, Aaron Walter (2011)

Hierarchy of Needs

PLEASURABLE

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

We need to sell to IT and design for to the employee

Business units / Departments

Users / Employees

Enterprise IT Department

mauro rego & marion fröhlich @ human centered IT - march 31st 2016

From empathy to trust

mauro rego @ human centered IT - march 31st 2016

https://experience.sap.com/designservices/work/saving-lives-through-cancer-screening

From ecosystem to infrastructure

mauro rego @ human centered IT - march 31st 2016

From open innovation to contained exploration

mauro redo & marion fröhlich @ human centered IT - march 31st 2016

+

CONFIDENTIAL

CONFIDENTIAL

+

+

CONFIDENTIAL

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”

Take Aways

From Empathy to Trust

From Ecosystem to Infrastructure

From open innovation to constrained explorations

Consumerization of Enterprise IT

mauro redo & marion fröhlich @ human centered IT - march 31st 2016

18-19 November 2016 • Berlinwww.serviceexperiencecamp.de

Stalking time!@mauroalex

mauro@boana.de

boana.de!

!

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mauro redo & marion fröhlich @ human centered IT - march 31st 2016

@marionfroehlich

marion.froehlich@sap.com !

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