INTRO
Resources
Capabilities
Competitive advantage
Capabilities
RESOURCE-BASED STRATEGY
Strategy
BELIEVE THE IMPOSSIBLE
1. Steam engine
2. Mass production
3. Internet technology
4. Internet of Things
FOUR INDUSTRIAL REVOLUTIONS AND SERVICE LOGIC
SERVICE DESIGN FOR A COMPLEX WORLD
ORGANIZATIONAL STRUCTURE
LOGIC
APPROACH
our guidelines for creative pitches Free of charge: strategic creative debrief
Client brief
Analysis & Creative debrief
Creative Opening
Proposal
Design & Application Development
Design Management – manual – coaching
Implementation
APPROACH
PRODUCT OR SERVICE?
Product
Service
Tangible
Intangible
Storable
Perishable
Quality control with data
Define quality by experience
Measure output
Measure outcome
Repeatable
Very difficult to repeat Bonus
Can be patented
Very difficult to patent
PRODUCT OR SERVICE?
SERVICE BLUEPRINT FOR ANALYSIS
LITY I B SI A FE
FRA MIN G
&T ES T
P CTIVE
ES TI ON S
OBJE
EV AL UA T
QU
XT &
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: W IE E RV ENC E I T IN PER EX ER
RE
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PROT OTY PE
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TEST
TS IGH INS ER US
MA ROAD
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PREP ARAT
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AP
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ONA
EYS OURN
DIME
NSIO
J ERS’
US
NS
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PE O SC N G I DES
LOSS OM LOTU SB
METHODOLOGY
PE RS ON AS
BO X -C OC D ON
SE LE CT I
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METHODOLOGY
Five generations working together in 2020
The employee experience (EX) equation
EMPLOYEE FOCUS
BREAK (KIND OF)
TRY THIS
STRATEGY
DIS ALREADY IS INNOVATIVE
DIGITAL IMPLANT SOLUTION = INNOVATIVE ACHIEVEMENT
STRATEGY
Tangible
RISKS AND OPPORTUNITIES
SCALE UP AND BE AGILE
Internal resources
Culture & Mindset
Process & Methods People
Data
Network
Structure
y Rapidl
Ability to fa ce
Intangible
Knowledge
CAP A B I LITI E S
DELIVER EXPERIENCES not just products and services
CONTINUOS IMPROVEMENT of human relationships
PEOPLE
CULTURE & MINDSET
NETWORKS
BRING RESOURCES TOGETHER
set objectives
set KPI
aspirations and skills
reward
train
creative leadership
strong structure
SHORT-TERM AND LONG-TERM GOALS
• Phase A: Analyze • Phase B: Empower • New Service
• Phase C: Scale up
STRATEGIC RECOMMENDATIONS
ATLANTIS&SIMPLANT ARE SERVICES You already know how to do this.
PHASE A
PHASE A
YOUR KEY ASSET: PEOPLE Make the best out of them!
PHASE B
Employee motivation
Business Results
Employee value
Customer value
GAMIFICATION
“How do we make work fun and empower people through service?” “How to begin the journey of shifting the mindset from within?”
PHASE B: NEW SERVICE IDEA
INTERNAL GAME!
PHASE B: NEW SERVICE IDEA
USERS
Figure out
Engage
Task to solve by direct contact Recieve password “Virus� on computer Call IT
Enter pass. + join Get explanation + reward Get access, download app First task
Field task
Group task
Trust task
Understand game logic End of season
Rewards & gratitude Waiting for next season Pre-season party
Epiphany, confusion Risk, guilty pleasure Puzzling, challenging
Confusion, disappointed Annoyed, freaked out Hope, fear
Relief, closure Clarity, confusion, pleasure Curiousity
Ego boost, satisfaction Secret kid, creativity Discomfort, validation, belonging Exploration, excitement, uncertainty Reflection, comfort, pro-feeling Epiphany, relief, loss Satisfaction, pride, bond Excitement, wonder, missing Popularity, engagement
Try to figure out
Curiousity
What does the user feel in this step? Pay attention
EXPERIENCE
Triggered
What does the user do in this step? Notice visual symbols
ACTIVITY
Ignore
STEPS AWARE
Notice, understand, be triggered.
JOIN
Decide to use, pre-use
USE
First use, further use
PHASE B: NEW SERVICE IDEA
LEAVE
After use, re-use
WE’D LIKE TO • IMPROVE the employees’ experience and involvement • DEVELOP capabilities for internal innovation • PREPARE for change and measure benefits • ACCOMMODATE to service logic with creative thinking • RE-EVALUATE internal resources
PHASE B: NEW SERVICE IDEA
DISCOVER. FURTHER EXPLORE
MAKE IT BIG
with full organizational commitment
PHASE C
Use the knowledge and ideas of your people. Champion in the service economy. Deliver experiences through services and products.
MAKE BEST FROM WITHIN EVOLVE FOR INNOVATION BE 3 STEPS AHEAD
THANK YOU