Customer-centricity is no longer negotiable - but change doesn’t happen overnight. And it cannot happen at all without taking your people along on the journey. We’ve been helping clients with this cultural shift and have refined a series of bespoke workshops teaching service design techniques to create harmony across the human, digital and physical experience of their brands and to generate measurable business impact – at a sustainable pace.
Our clients are all feeling the effects of living in a more connected world, one which demands them to be more agile and innovative to remain relevant in a digitally dominated marketplace.
Service Design and Design Thinking enable this agility, which is becoming essential as organisations look to align what their brand does best with what their customers and employees want most, to create competitive advantage and foster customer loyalty.
Empowered by our bespoke one, two and three day accelerator programmes, Prospect has helped ambitious start-ups and entrepreneurial global companies to reconsider the way they have historically created products and services customers, by embracing a people centered way to help deliver impactful change.
The accelerator workshops have supported the companies’ desire to transform the way consumers interact with their business by gaining a deep understanding of the entire service experience to identify breakthrough product innovations and service opportunities to generate measurable value, operational efficiencies and business growth.
"I felt we were designing the future of our business! Really excited to make the projects and change happen!” Allianz workshop attendee
The tailored programmes have helped embed Service Design Thinking philosophy and strategy into the organisations, by defining a repeatable framework for product and service design development that enables internalising change across business silos.
The practical theory and practise workshops have ranged from rapid half day ideation workshops to three days immersive programmes, enabling even siloed organisations to experience innovation techniques that solve tough business problems, generate compelling solutions with a business case for positive organisational change and learn how to collaborate across teams more effectively with immediate positive impact on their business
“A really fresh and dynamic experience that helped Allianz and Carglass get to know each other better and bring their relationship to the next level while putting in practice modern and clean service design methodologies and having real fun!” Belron Workshop Attendee
In close collaboration with the Hivemind Network, Prospect was asked to design and facilitate a two hour workshop to rapidly generate ideas for collaborative projects across regions as part of Belron's innovation fund. 45 attendees from European Belron regions and Eurapco members attended.
"I thoroughly enjoyed the workshop; thank you. I believe it is so valuable to be shaken out of our day to day and reminded us that there are other ways to solve our business conundrums. As problem solvers, we should all be engaged in a regular ideate refresh so we can embed into our BAU!" Cisco workshop attendee
A hands-on introduction to Service Design and Design Thinking aimed to empower attendees from Cisco, Ajilon, Insight Investment, Dimension Data, Home Retail Group and Moving Brands with the skills and knowledge to use tools and methods within their own organisation/s. Facilitated by Prospect and Custerian.
“Bringing together multiple stakeholders from different business units together to solve problems with a focus on the end audiences has always been a real struggle for us. This highly collaborative approach with the healthy mixture of hard business facts, coupled with the qualitative user research and technology focus removes the battle of opinions and focuses on facts and envisioning the best we can do for our customers.”
Dimension Data engaged Prospect to support its strategic mission to become a customer-centric company.
As a traditional IT-centric company, it was Dimension Data’s first attempt to follow the best practise User Experience design methodology and apply a more agile approach. The targets were ambitious: address organisational inefficiencies and customer dissatisfaction. Simplify daily tasks, reduce user queries by 50%, increase client engagement by 150% and revenues by 300%.
The design approach and subsequent success of the portal generated a cultural shift within Dimension Data. Apart from a significant 307% growth in data services clients (exceeding targets of 150% by 157%) and a 515% growth in service revenue in 14 months (exceeding 350% target by 165% of growth in a saturated market) and a 579% increase in client online engagement, the design has also increased user adoption and a dramatic drop in user queries / incidents. It enabled an MVP launch within 12 weeks, versus traditional nine months.
Continuous business transformation
Based on the Manage Centre Portal success, Prospect was asked to facilitate Service Design programmes to create a holistic end-to-end customer and employee experience.
Prospect facilitated Service Design Workshops in Australia and London, with cross-departmental business stakeholders to map the Managed Services and Support Services current end to end experience to pinpoint cross-departmental dependencies, organisational process failures, and customer pain points.
The workshops aimed to align multiple geographically dispersed stakeholders around a common understanding and vision of Client Success Management and Dimension Data Support Services. Using Design Thinking and Service Design tools, we uncovered service gaps, pain points and opportunities – while defining a new service proposition to shape the business of tomorrow.