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Service Design – Help design end-to-end service experiences that delight customers, leave a positive lasting impression and strengthen a brand’s point of difference.
Our client is a Perth based Not-For-Profit in the Disability and Recycling industry. Their purpose is to provide a pathway to employment for people with disability.
Over 2 trillion of recyclable bottles are thrown away in parks, ocean and landfill in WA, adversely impacting the environment. And people with disability are struggling to transition from education to employment.
The WA government came up with the Container for Change initiative to address these two social & environmental problems.
Our client had won the contract to supply 12 collecting stations for the Container for Change scheme, however, due to major senior leadership changes his project became a priority with only 12 weeks to go and a public and highly publicised opening ceremony.
We also mapped out the front line staff interactions and physical layout deign. We then defined and mapped out the back-office support, processes, technology and physical layout.
Minimum research had been done, and the leaders where in a panic to set up a new business line and design & deliver a new service offering
The two key objectives and design principles for this service were to create employment for 40 people with disability and delivery a remarkable customer experience.
The senior leadership team and key stakeholders from all impacted departments were fully commitment to this initiative and we set up a design lab in the warehouse (and not call it a war room, as language matters).
With intense pressure and tight deadline, we kicked off with identify our customer segments, designing their end to end journey, identifying the touch points with our service. We also mapped out the front staff interactions and physical layout deign. We then defined and mapped out the back office support, processes, technology and physical layout.
We co-created a 12 week agile project plan, and had daily stand ups to ensure alignment and remove blockers. We had to resolve micro design challenges every week as the service was being developed and new details emerged.
With intense pressure, the team needed an experienced service designer to guide them quickly and efficiently though the process, while being true to the value.
We deliberately created cross functional teams to design and innovate the store and drive-through experiences to tap into the richness of diverse expertise that existed within the organisation.
The drive through collection points would be operated by people with disability. We designed, tested and refined this many times with a spectrum of end users. We then gamified this to get more users on board & trained up in 10 weeks – ensure we stay true to purpose.
By using the service design blueprint approach, we ensured the employees also had a remarkable experience and minimised admin overheads.
We trained by doing and upskilling all stakeholders on the project to ensure we developed capability for this business to grow and sustain long term.
All artifacts were on the wall including the dynamic agile project plan, cards got moved and crossed out, it created the momentum & commitment towards a shared goal.
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Turn Complex Problems Into Strategic Opportunities