ALTRAN CAPGEMINI

1. 1. Skills: Service design and UX design
   2. Client: Business consultants
   3. Project: Business Excellence scan
   4. Team: Projectleader, business consultants, developer, product designer

Tools Used: UX research tools, Customer Journey mapping, Card sorting, User task flow charts, TYPO3, Axure and service blueprint

DURATION

It took 6 months to build the scan.

THE PROCESS

Planning for a service design process

1 Brief: Purpose, scope, and context

2 Preparatory research

3 Project team and stakeholders

4 Structure: Project, iterations, and activities

5 Multitracking

6 Project phases and milestones

7 Outputs and outcomes

8 Documentation

9 Budgeting

10 Mindsets, principles, and style

SERVICE DESIGN

1. BRIEF: Purpose, scope, and context

Purpose
In a fast changing environment, the need for companies in industrial, logistic and financial sectors to be in control of their operational performance is higher than ever before.

Scope
Frequently asked questions by managers/directors are:

♦  Is our company able to adapt in the changing market environment?

♦  Do we work at a high-efficiency level? How can we make it more efficient and effective

♦  Are we able to satisfy the customer with high-quality products and services?

♦  Are we able to satisfy our employees with a balanced working environment?

♦  Are your employees committed to the daily operations?

♦  Does every process step add value for the customer and can we apply them at the lowest
possible costs?

ApplyingOperational Excellence (Opex) and Customer Excellence (Custex) are the answers to these questions. The Opex methodology will bring operational performances to a higher and more flexible level by streamlining processes/operations and by creating the right working environment. Custex will continuously give insight in the actual customer experience and expectations and will therefore make the company performances visible.

Context
Altran Management Consulting has extensive knowledge and experience in implementing Opex and Custex in various markets. Their methods are suitable to different cultures and applicable for the entire organisation – the primary and secondary processes. Their methods will always be tailored in close relationship with their clients, with sustainable and proven results.

Altran’s experienced consultants improve the performance in line with the company’s vision and strategy and at the same time in a close relationship with the clients. The consultants create structure in teams and coach on an individual level in order to create a continuous improvement culture in a pragmatic, creative and fact-driven way across functional areas.

Identify where to start offering the scan

2. PREPARATORY RESEARCH
To inform my planning process.
Interview the consultants. Reading the papers about what questions they ask their clients. What methode they use. Can this be translated in a questionaire that calculates the outcome? They want a graphic visualisation like with lego bricks you can build a house. Coloured from red to green.

3. PROJECT TEAM AND STAKEHOLDERS
Making decisions about project team and stakeholders was easy. Stakeholders were the business consultants who wanted this application.

4. PROJECT STRUCTURE (i.e., planned iterations and activities)

5. MULTITRACKING

6. PROJECT PHASES  AND MILESTONES
We used Trello to keep everything updated.

7. OUTPUTS AND OUTCOMES

THE SERVICE BLUEPRINT

While traditional sprints in software engineering are timeboxed and take two or four weeks, the activities introduced here had different lengths.

IDEATION
Regularly we came together. We divided the jobs and soon I received an Excel sheet with all the questions and answers that were graded to calculate the operational performance.

8. DOCUMENTATION

9. BUDGETING

10. Mindsets, principles, and style

PROTOTYPING

The scan should be developed in the mindset, principles and style of Altran. The scan technical working was the hardest part for me. I did the UX design. It was brought online so that we could test it with several colleagues.