A service design first

Situation

Collaborated on small team piloting telecom client's first full service design program.

Obstacles

• Demonstrate value of a service design program to stakeholders within their normal 3-week sprint cycle.
• Stakeholders were unfamiliar with service design, so apprehension had to be managed.

Action

Created presentation using process artifacts to demonstrate progress and value to client.

Conducted ethnographic research and synthesized insights to recommend design direction.

Strategically selected and implemented Fjord methods, then taught to multidisciplinary Accenture team.

Also taught user testing and research moderation methods to team members on business side, who then helped us conduct and synthesize research.

Result

This resulted in unparalleled team unity, alignment and understanding of the design process by our team and clients.