Frank Seifert, Head of HCD works at Swisscom Human Centered Design, combines 20 years of experience in leading teams & organizations in the telecoms industry and 6 years of experience in introducing Human Centred Design as a powerful tool for solving problems.
Being always on the forefront of market developments, he has played a key role in getting operators to perform by spearheading leading strategic projects for example in the introduction of new mobile internet or in the area of convergent products. As Head of Co-Creation Projects he established a team of internal consultants that has supported more than 30 key projects of Swisscom with Human Centred Design methodologies. Outstanding results include new pricing structures, a completely new shop experience and a more focused and more effective strategy for the residential business.
He is a founding member of the Telcos Future Forum, an annual conference for Telco executives on mutual learning and experience sharing.
Presentation Info: Service Design is not just another methodology
Service Design is not a simple mandate, where you can put a single department in charge, e.g. mandating customer cares for a perfect customer service. If you want to introduce a sustainable and successful model for the Service Design, you have to introduce a new way of working as a part of your company culture. In this culture, customer centricity and, at the same time, a new management stile, are the core elements.
Why is it important to take a holistic and systematic approach?
Why is it not just another methodology that employees have to learn?
What are the success factors to implement Service Design sustainably?
What metrics can be used to evaluate the starting point of the journey and how to steer the development with the metrics?
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