DESIGNING A SELF-SERVICE PORTAL FOR LOVE AND MONEY

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1 DESIGNING A SELF-SERVICE PORTAL FOR LOVE AND MONEY ITSMF FINLAND AT YOUR SERVICE Juha M. Kujala Architect, ITSM Wärtsilä Information Management 1 / 24 Wärtsilä 10/11/2014

2 Agenda Background and objectives Co-creation process User experience Business case Outcome 2 / 24 Wärtsilä 10/11/2014

3 BACKGROUND AND OBJECTIVES 3 / 24 Wärtsilä 10/11/2014

4 Wärtsilä in Brief Wärtsilä is a global leader in complete lifecycle power solutions for the marine and energy markets Three business areas: Power Plants, Ship Power and Services Nearly 19,000 professionals, 114 nationalities in 70 countries, present in 160 locations In 2014, Wärtsilä celebrates its 180 th anniversary 4 / 24 Wärtsilä 10/11/2014

5 IT at Wärtsilä Global IT function Four main locations: Helsinki and Vaasa, Finland Mumbai, India Shanghai, China Helpdesk is the face of IT Single-point-of-contact for all IT related incidents and requests monthly tickets Open 24/7/365 English language only 5 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

6 Dead Man s Curve 93% 92% 6 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

7 CO-CREATION PROCESS 7 / 24 Wärtsilä 10/11/2014

8 Co-Creation Process Prototype Prototype Prototype Prototype Good & Bad Service Ideas Co-creation Workshops Individual interviews of users in Finland, China and USA Prototype Prototype Prototype Prototype Prototype Selection of Service Elements Baseline Costs Modelling the New Service Concept in Business Simulator Business Case 8 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

9 USER EXPERIENCE 9 / 24 Wärtsilä 10/11/2014

10 User Profiling 10 / 24 Wärtsilä 10/11/2014

11 Profile Card: Supported BOTTLENECKS Describing the issue can be challenging Technical language is difficult to understand VALUE CREATION Patient support in simple language Access to previous incidents and resolutions Key user support for reporting an incident COMPETENT EI OSAA / / INCOMPETENT OSAAVA RULE TEKEE ORIENTEND ITSE / ULKOISTAA / REBELLIOUS EI SEURAA PATIENT / OTTAA / IMPATIENT KANTAA EXTROVERT / INTROVERT 11 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

12 Profile Card: Prioritiser BOTTLENECKS Dealing with Helpdesk is too time consuming Helpdesk calls back at inconvenient times VALUE CREATION Option to define when you want to be contacted (appointment with Helpdesk) Resolution with minimal participation and follow-up from portal COMPETENT EI OSAA / / INCOMPETENT OSAAVA RULE TEKEE ORIENTEND ITSE / ULKOISTAA / REBELLIOUS EI SEURAA PATIENT / OTTAA / IMPATIENT KANTAA EXTROVERT / INTROVERT 12 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

13 Profile Card: Trier BOTTLENECKS Self-help is difficult to find and understand Misunderstandings between Helpdesk and Trier are common VALUE CREATION Clear and easy self-help Forum to discuss and learn new things COMPETENT EI OSAA / / INCOMPETENT OSAAVA RULE TEKEE ORIENTEND ITSE / ULKOISTAA / REBELLIOUS EI SEURAA PATIENT / OTTAA / IMPATIENT KANTAA EXTROVERT / INTROVERT 13 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

14 Profile Card: Doer BOTTLENECKS Knows more about IT than average Helpdesk agent Better sources for self-help than official articles on Knowledge Base VALUE CREATION Possibility to share knowledge and help others Access to known errors Option to report incidents to 2nd level experts COMPETENT EI OSAA / / INCOMPETENT OSAAVA RULE TEKEE ORIENTEND ITSE / ULKOISTAA / REBELLIOUS EI SEURAA PATIENT / OTTAA / IMPATIENT KANTAA EXTROVERT / INTROVERT 14 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

15 BUSINESS CASE 15 / 24 Wärtsilä 10/11/2014

16 Business Case Simulation: Initiation Phase Initiation phase describes people s behavior before they contact the Helpdesk It was found that people spend lot of time and effort avoiding to contact the Helpdesk - they try to solve issues by themselves and ask help from their colleagues The most expensive scenario is to spend time asking help from colleagues and eventually report an incident that needs to be dispatched to onsite support 16 / 24 Wärtsilä 10/11/2014

17 Business Case Simulation: Changes to be Driven Ask from a collegue Contact Helpdesk Use self-help 17 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

18 OUTCOME 18 / 24 Wärtsilä 10/11/2014

19 Self-service portal: Report issue 1. User should be able to link the incident to an asset they own 2. Getting started with reporting an incident should be as easy as writing an 3. Relevant KB articles should be presented proactively 4. User s location specific key user information should be shown / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

20 Self-service portal: Track Status 1. Overview of ticket status should be simple 2. Pictures of agents involved in the process will increase trust and willingness to collaborate 3. Net Promoter Score survey after each ticket gives immediate feedback and shows trends (unlike dead man s curve ) / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

21 Net Promoter Score How likely are you to recommend the received service to your colleagues? Wärtsilä Helpdesk New Service Desk Concept Industry Leader s IT Support (incident) (service request) Current State: More Detractors than Promoters Target State: More Promoters than Detractors 21 / 24 Wärtsilä 10/11/2014 Designing Self-Service Portal for Love and Money / Juha M Kujala Doc.ID: Revision: Status:

22 IM Service Portal in Production 22 / 24 Wärtsilä 10/11/2014

23 Key Takeaways Self-service portal is a major opportunity Design it together with users to create great user experience Understand the business case 23 / 24 Wärtsilä 10/11/2014

24 THANK YOU! / 24 Wärtsilä 10/11/2014

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