Design for the back office
-
Upload
boana -
Category
Technology
-
view
94 -
download
0
Transcript of Design for the back office
![Page 1: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/1.jpg)
Designing for the Backoffice
mauro rego @ human centered IT - march 31st 2016
![Page 2: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/2.jpg)
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
![Page 3: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/3.jpg)
Hello I am Mauro Rego Tall Designer at
@mauroalex
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
![Page 4: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/4.jpg)
Co-runner of the Service Design Berlin
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
![Page 5: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/5.jpg)
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
![Page 6: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/6.jpg)
“Why does my secretary needs a great software experience?”
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 7: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/7.jpg)
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 8: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/8.jpg)
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 9: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/9.jpg)
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
![Page 10: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/10.jpg)
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 11: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/11.jpg)
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
![Page 12: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/12.jpg)
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
![Page 13: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/13.jpg)
The Future of Enterprise IT
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 14: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/14.jpg)
Consumer-facing services
Employee-facing Services
The Future of Enterprise IT
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 15: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/15.jpg)
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
![Page 16: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/16.jpg)
“Why does my secretary needs a great software experience?”
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 17: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/17.jpg)
PLEASURABLE
USABLE
RELIABLE
FUNCTIONAL
Designing for Emotion, Aaron Walter (2011)
Hierarchy of Needs
PLEASURABLE
mauro rego & marion fröhlich @ human centered IT - march 31st 2016
![Page 18: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/18.jpg)
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
![Page 19: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/19.jpg)
From empathy to trust
mauro rego @ human centered IT - march 31st 2016
![Page 20: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/20.jpg)
![Page 21: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/21.jpg)
![Page 22: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/22.jpg)
https://experience.sap.com/designservices/work/saving-lives-through-cancer-screening
![Page 23: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/23.jpg)
From ecosystem to infrastructure
mauro rego @ human centered IT - march 31st 2016
![Page 24: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/24.jpg)
![Page 25: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/25.jpg)
![Page 26: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/26.jpg)
![Page 27: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/27.jpg)
From open innovation to contained exploration
mauro redo & marion fröhlich @ human centered IT - march 31st 2016
![Page 28: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/28.jpg)
+
CONFIDENTIAL
![Page 29: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/29.jpg)
CONFIDENTIAL
+
![Page 30: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/30.jpg)
+
CONFIDENTIAL
![Page 31: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/31.jpg)
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”
![Page 32: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/32.jpg)
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
![Page 33: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/33.jpg)
18-19 November 2016 • Berlinwww.serviceexperiencecamp.de
![Page 34: Design for the back office](https://reader031.fdocuments.net/reader031/viewer/2022030312/58ee57851a28abb1618b45af/html5/thumbnails/34.jpg)
Stalking time!@mauroalex
boana.de!
!
¬
mauro redo & marion fröhlich @ human centered IT - march 31st 2016
@marionfroehlich
¬