Harald Lamberts/Essense_ Service Design & Agile are engaged!
-
Upload
service-design-network -
Category
Design
-
view
1.568 -
download
0
Transcript of Harald Lamberts/Essense_ Service Design & Agile are engaged!
![Page 1: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/1.jpg)
vService Design & Agile are engaged! Harald Lamberts
@haraldlamberts @essense
![Page 2: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/2.jpg)
as User Researcher
![Page 3: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/3.jpg)
M U LT I - D I S C I P L I N A R Y T E A M S
DEVELOPERDESIGNER PRODUCT MANAGER
![Page 4: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/4.jpg)
“A DESIGNER WHO AVOIDS COLL ABORATION
IS AN ARTIST”
![Page 5: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/5.jpg)
as Design Manager
![Page 6: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/6.jpg)
OMNI-CHANNEL
CUSTOMER LIFECYCLE
SUPPORT
ONLINE
MOBILE
RETAIL
![Page 7: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/7.jpg)
“A BEAUTIFUL DESIGN WITH A POOR HOLISTIC EXPERIENCE
IS A DISSERVICE”
![Page 8: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/8.jpg)
COLL ABORATION HOLISTIC
AGILE SERVICE DESIGN
![Page 9: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/9.jpg)
VS
WATERFALL AGILE
DESIGN RESEARCH DESIGN
DEV TEST
RESEARCH
DEV
TEST
cyclical —> ongoing design involvement
W H AT C H A N G E D ?
![Page 10: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/10.jpg)
O N G O I N G D E S I G N I N V O LV E M E N T I S O P P O R T U N I T Y F O R
HOLISTIC EXPERIENCE PERSPECTIVE IN AGILE
1
![Page 11: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/11.jpg)
C U S T O M E R J O U R N E Y M A P
![Page 12: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/12.jpg)
C U S T O M E R VA L U E ‘ S C E N A R I O S ’
“ A S A C U S T O M E R I C A N N O W D O … X ”
![Page 13: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/13.jpg)
STRATEGIC OBJECTIVES
CUSTOMER VALUE SCENARIOS
AGILE USER STORIES
METRICS &
USER FEEDBACKMVP / Sprint
S C E N A R I O D R I V E N P L A N N I N G
“ A F T E R T H I S S P R I N T U S E R S C A N D O … X Y Z ”
![Page 14: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/14.jpg)
“A VIABLE SERVICE IS USELESS IF IT IS NOT VALUABLE”
![Page 15: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/15.jpg)
L E A N S TA R T U P
START SMALL, THEN LEARN
NOT… L AUNCH EARLY, THEN FIX
![Page 16: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/16.jpg)
S C E N A R I O D R I V E N D E V E L O P M E N T
![Page 17: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/17.jpg)
C A M PA I G N A L I G N M E N T
![Page 18: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/18.jpg)
MARKETING
DEVELOPMENT
DESIGN
Customer can now do ….X
S C E N A R I O
CUSTOMER PROMISE ROADMAP
SPRINT PL ANNING RELEASE NOTES
![Page 19: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/19.jpg)
USE VALUE SCENARIOS FOR SPRINT PL ANNING &
MARKETING ALIGNMENT C U S T O M E R V A L U E F O C U S
2
![Page 20: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/20.jpg)
![Page 21: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/21.jpg)
CONTINUOUS DEVELOPMENT
OPTIMISATION
OPTIMISATION
HOLISTIC CX
UI DESIGN
MVPUI OPTIMISATION
P O S T M V P R I S K F O R O P T I M I S AT I O N F O C U S
![Page 22: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/22.jpg)
CONTINUOUS DEVELOPMENT
OPTIMISATION
HOLISTIC CX
UI DESIGN
Co-Creation
Emerging Needs Feedback
Analytics A/B Testing Support
UI OPTIMISATION
SPRINT RELEASE
E N S U R E D U A L F O C U S
![Page 23: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/23.jpg)
ENSURE USER INVOLVEMENT FOR UI OPTIMISATION & HOLISTIC EXPERIENCE
M E A S U R E & I M P R O V E E M E R G I N G N E E D S
3
![Page 24: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/24.jpg)
LIVEAGILE
BACKLOG
SERVICE DESIGN
F R O M S D U P - F R O N T
![Page 25: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/25.jpg)
SERVICE DESIGN
UXBACKLOG
UXBACKLOG
UXBACKLOG
T O S D I N PA R A L L E L
![Page 26: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/26.jpg)
BACKLOG BACKLOG BACKLOG
EXPERIENCE DESIGN
XD XDXD
EXPERIENCE STRATEGY
![Page 27: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/27.jpg)
APPLY ‘SERVICE DESIGN’ WITHIN AGILE TEAM
C O M B I N E E X P E R I E N C E S T R A T E G Y & E X P E R I E N C E D E S I G N
4
![Page 28: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/28.jpg)
TAKEAWAYS 1/ CYCLICAL WORKING IS AN OPPORTUNIT Y FOR
ONGOING HOLISTIC EXPERIENCE PERSPECTIVE IN AGILE
2/ USE CUSTOMER VALUE SCENARIOS FOR SPRINT PL ANNING & MARKETING ALIGNMENT
3/ ENSURE ONGOING USER INVOLVEMENT FOR UI OPTIMISATION & HOLISTIC CX
4/ APPLY ‘SERVICE DESIGN’ WITHIN AGILE TEAM
![Page 29: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/29.jpg)
SERVICE DESIGN
XS XD
E X P E R I E N C E S T R AT E G Y
E X P E R I E N C E D E S I G N
We design relevant digital services using a holistic customer experience approach.
![Page 30: Harald Lamberts/Essense_ Service Design & Agile are engaged!](https://reader031.fdocuments.net/reader031/viewer/2022020410/5873d4fb1a28ab9d168b7017/html5/thumbnails/30.jpg)
Harald Lamberts Founder & Owner
Essense
Harald Lamberts
www.essense.eu @haraldlamberts @essense