STREAT and HeathWallace - Service Design 2016:

Converting customers to advocates for social good.

Transcript

1. Service Design 2016 STREAT: Converting customers to advocates for social good
2. Innovation at HeathWallace
3. INNOVATION AT HEATHWALLACE “ Be disruptive. Back yourselves into a corner. Evolve skills and knowledge. Set the scene for innovation at HeathWallace. ”
4. INNOVATION AT HEATHWALLACE A sustainable change to processes, products or services that measurably improves outcomes and leads to the re-evaluation of the status quo. Innovation is:
5. MATILDA
6. Mentors INNOVATION AT HEATHWALLACE
7. Partnering with STREAT
8. PARTNERING WITH STREAT STREAT is a social enterprise providing opportunities to homeless and at-risk youth.
9. PARTNERING WITH STREAT BEC SCOTT - Victorian Local Hero 2016 “The work done with HeathWallace has changed the way we think about innovation.” Rebecca Scott - Victorian Local Hero 2016 Winner
10. PARTNERING WITH STREAT Our Pitch: •  Develop an innovation strategy for STREAT •  Create a roadmap of discrete, actionable mini- projects that could be delivered either by HeathWallace or one of STREAT’s other collaborators •  Design a product or service that helps support STREAT’s social work by turning customers into advocates •  Forge a lasting relationship with STREAT that delivers value over time for both parties
11. PARTNERING WITH STREAT The Challenge To be successful, STREAT’s food and coffee need to be exceptional: the organisation doesn’t want to guilt-trip customers into coming in to a cafe. The ‘social good’ aspect of the business is a bonus. With this sensitivity in mind, our challenge was to help discover ways of making STREAT’s customers more aware of the social good they’re creating both individually and collectively.
12. PARTNERING WITH STREAT Oh, and no screens.
13. Our Approach
14. OUR APPROACH The Double Diamond We needed to constrain ourselves and plan accordingly to deal with typical project limitations: time, budget, availability of resources, etc. We also needed space to think divergently and follow tangents. The Double Diamond was a perfect framework for us - it’s rigorous, but it gives you time and space to explore and experiment. Divergent thinking theory generating Convergent thinking theory confirming Discover Define Design Deliver
15. OUR APPROACH A Close Collaboration We insisted on working closely with STREAT staff across the organisation - at HQ, in cafés and kitchens. We needed to immerse ourselves in all aspects of the business to understand where there were gaps and opportunities. It would also help us quickly find out whether a concept or solution was appropriate.
16. What we did: Techniques & Activities
17. TECHNIQUES + ACTIVITIES Heat mapping
18. Shadowing / field research
19. TECHNIQUES + ACTIVITIES Collaborative design workshops
20. Enactments
21. Innovation roadmap
22. Street signs Tally board In-store map Good meter integration Catering updates Impact tracker Cross-cafe communications The Happiest hour STREAT maps Choose where your money goes Cup stories Experiential menu Inside-out cookbook Through other people’s eyes Value of good deeds in coffee Box of stories & delights Soundscape Mini-projects
23. ‘The Good Gadget’
24. TECHNIQUES + ACTIVITIES We selected an impact tracker as our final deliverable.
25. TECHNIQUES + ACTIVITIES Iterative design
26. Physical considerations
27. HURDLES New skills, new ways of working
28. ‘The Good Gadget’
29. Live!
30. Legacy
31. EMPOWERING STREAT TO INNOVATE Passing the Baton STREAT had a dream and a passion to try new things and take risks. We gave STREAT tools and a vision, and STREAT has run with it!
32. LESSONS LEARNT image from delivery of clacker Embedding Innovation •  CEO spending 10% time on innovation •  Innovation strategy being developed •  Social intrapreneurship research underway •  Range of projects underway •  Service design methodology regularly used
33. EMPOWERING STREAT TO INNOVATE Iterations of the Roadmap
34. EMPOWERING STREAT TO INNOVATE Evolving concepts
35. Catering experience - packaging key
36. New retail products with global reach New retail products with global reach
37. Lessons Learnt
38. LESSONS LEARNT image from delivery of clacker A few challenges... •  Working in a new medium (industrial design, electronics, 3D printing, etc.) •  Estimation of time and budget •  Maintaining momentum (for both HeathWallace and STREAT)
39. image from delivery of clacker Managing Expectations Sadly, sometimes we had to say no. There were mini-briefs and tracker features we would have loved to work on but couldn’t due to project constraints. Internally, expectations were also tricky to manage. We’re used to having a clear understanding of deliverables and outcomes: for this project, not so much. LESSONS LEARNT
40. What’s Next?
41. WHAT’S NEXT FOR MATILDA We’ve made some improvements.
42. WHAT’S NEXT FOR MATILDA We’ve kicked off our next round of innovation.
43. THANKS!