Severin is an ambitious and experienced designer. And when Intersection Railways called for a major overhaul of a part of their product and service portfolio, they set out for making an impact. Severin brought together all the stakeholders, they set an ambitious goal to significantly shift the customer’s experience, and with their team they researched, prototyped and mapped out a better future journey.
But then it fell apart. That reorganisation messed up the responsibilities. Many customer insights turned out to be just assumptions. The IT change was too hard, the regulations were too constraining. And their stakeholders were not that convinced after all. What just happened?
Design at scale is hard. In this session, Milan will show how Severin reengages his co-creators to tackle the true scope of the change required, including organisation, operations, and ecosystem partners. Using a set of recurring patterns and a set of maps, they open the conversation to the target Enterprise Design: what we can do, where to go next, and what to change to get there. And ultimately, how to deliver on their ambitious vision for a better service.
You will learn:
Milan’s work is about design applied to the enterprise level. He is president of Intersection Group and a co-founder of Enterprise Design Associates. Milan works with enterprises of all shapes and sizes to bring entrepreneurship to life: designing brands, products and organisations, operations and systems, to make enterprises actually deliver and be useful to people. His first book Intersection introduces this Enterprise Design approach, and he has been co-organising the Intersection conference series since 2014. He is co-author of Enterprise Design Patterns, and teaches design for innovation and transformation at Telecom Paris and Sciences Po Paris.
Be there when Milan tells the story of Severin the Service Designer!