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Seeing the Big Picture Using Visual Tools to Speed Innovation in Large and Small Organizations

Raven Manocchio The Service Design Group April 13, 2018


THE SERVICE DESIGN GROUP

Let’s do this!


Roll the tape…


Roll the tape…


Built-in cellular

INTELLIGENCE

Eye and mouth movement Audio and video recording

Video capture of the interaction

Data Cloud

Dashboard

Freestanding or in a cabinet Person or character Configurable script

Year-to-date Top Products

Call center integration

Top Locations

What it does

Hello

Email

Option A

Option B

Option C

Option D

Option E

Option F

@yourname.com

Tell me more

$

LIVE CONCIERGE

ANALYTICS

- Engagement Unit

Script

Live Chat

Sign Me Up

Sales

INTELLIGENCE

$$ - Engagement Unit + Touch Screen Interface

Projector

Engagement

Product B

$$$ - Engagement Unit + Live Concierge

How

Hello, how can I help you today?

Print

Product A

Prsona

ENGAGEMENT

Sold

ur Name

Product Y Product Z

Sonar motion detection

Touch screen and script synch and adapt to each other

Product X

Product Performance

Access to a live person when needed

It’s

How would you like to learn...

Product Performance

Artifical Intelligence

Printing service

ANALYTICS

Today’s Sales

Market Tests

Configurable touch screen

ENGAGEMENT

Daily Report

Month-to-month

Credit card swipe

MORE THAN JUST A TALKING BILLBOARD

Today’s Sales

Daily Report

Insight

Character

Sonar Data store

Silhouette

Touch screen interface

Data capture Analytics dashboard

Multi-lingual

Value reports

Call center integration

Credit card scanner

Live person concierge

(with cellular connection)

Lead capture

Commerce

Voice, motion, and video production

PRSONASTM smart virtual presenters use artificial intelligence and advanced visual technologies to engage with consumers and gather valuable user analytics in the physical world. PRSONAS can deliver marketing messages, conduct commerce and deliver live support anywhere, anytime and in any language.

Kiosk Manufacturers

GO-TO-MARKET STRATEGY

Partners

Agencies Tradeshows/Events * Core business in wowing the crowd * Desire to create custom implementations for specific events * Value in creating unique experience * Opportunity to differentiate offerings

CREATED BY:

Healthcare Direct

Retail Hospitality * Core business in selling or helping * Desire to create unique experience, integral to the brand * Operational benefit or gain to utilizing “personless” systems

Why get one of those when you could get one of these?

What you get

WHAT’S NEXT? Facial Recognition

Yes, it has this stuff too. . . SERVICES OPPORTUNITIES Multi-variant testing

“Real-Time” Training

Speech Recognition Natural Language Interpretation Voice Synthesis

Script A

Script B

Character, Script & Interaction Design and Development

Performance Improvement

Artificial intelligence BIG data and analytics

Works Doesn’t

Realtime CGI Characters

THE SERVICE DESIGN GROUP The Service Design Group produces innovative service offerings and customer engagement models that drive business results. Learn more at http://theservicedesigngroup.com

Cloud / ...as a service CRM Integration


Roll the tape…


Solve Novozymes Now

NZ

Dashboard

Today’s Peak Outcomes

Daily Report Year-to-date

Simply the best!

Top Products Top Locations

New

Daily Report

Month-to-month

New

Today’s Peak Outcomes

Monthly Product Performance Product X

Market Tests

Product Y

Monthly Product Performance Product Z

Product A Product B

ENZYMES

The service only experience + science can deliver.

New NZ

ENZYMES & YEAST How

What it does

Simplify

POC

ENZYMES

+

YEAST

POC

NZ

VALUE

POC

YEAST

TEST FOR BETTER CORN QUALITY

YEAST

ENZYMES

Dashboard

Top Products Top Locations Market Tests

Today’s Peak Outcomes

Year-to-date Top Products

Today’s Peak Outcomes

Top Locations Market Tests

Monthly Product Performance

Dashboard

NZ CSM

Today’s Peak Outcomes

Monthly Product Performance Product X

New

Product Y

Training

Year-to-date Top Products Top Locations

Product Z

New

P2

Product B

Product Z

New

Product A

Dashboard

Product B

Month-to-month

Product X Product Y

Market Tests

Product Z

Processes

New

Daily Report

Year-to-date Top Products

Simply the best!

NZ CSM

!tseb eht ylpmiS

ZN

ZN

ZN

NZ TS

Product A Product B

!tseb eht ylpmiS

Today’s Peak Outcomes

Products

Plant Operator

Monthly Product Performance

Dashboard

Top Products Top Locations

Product Y Product Z

Product X

NZ Plant Operator

Plant Operator

NZ LABS

Plant Operator

YoY Review

NZ CS NZ TS

Simply the best!

Phase 1 of 2

NZ

NZ LABS

R&D

Plant Operator

NZ CS

Dashboard

P2

Simply the best!

Phase 2 of 2

NZ Brain Melter

P2

Top Products Top Locations Market Tests

Product Z

Annual Review

Continuous Innovation

Customized Training

Daily Report

Product X Product Y

Product A

Simply the best!

Sensors & Instrumentation Novozymes University Continuous Learning

Today’s Peak Outcomes

Monthly Product Performance

Monthly Product Performance

NZ Sales

NovozymesLabs (New R&D)

Today’s Peak Outcomes

Year-to-date

NZ

Plant Operator

Inline Monitoring

Daily Report Month-to-month

P2

Limited Lab Services

Product Z

Product A Product B

New

NZ LABS

P2

Account Manager

POC

Product Y

Monthly Product Performance

Product A Product B

P2

Advanced Analytics Connected UX

Today’s Peak Outcomes

Monthly Product Performance

Market Tests

Monthly Product Performance

Plant Operator

Trouble-shooting

Daily Report

Year-to-date

NZ CS NZ TS

Technical Service Rep.

Today’s Peak Outcomes

Daily Report Month-to-month

Product X

Optimization Services

!tseb eht ylpmiS

Today’s Peak Outcomes

Daily Report

Top Locations

NZ Simply the best!

Today’s Peak Outcomes

Monthly Product Performance

Product A

Product Y

Monthly Product Performance

Limited Training Forecasting

Monthly Product Performance

Market Tests

Monthly Product Performance

Product X

NZ Simply the best!

Daily Report

Month-to-month

New

Yeast

Simply the best!

Today’s Peak Outcomes

Daily Report

NZ CSM

P1

Plant Operator

NZ Sales

NZ

Daily Report

Month-to-month

Daily Report

Month-to-month Year-to-date

Plant Operator

NZ CS

NZ LABS

NZ TS

Daily Report

Daily Report

NZ TS

POC

NZ

Predictive Analytics

Performance Reports

NZ CS

POC

NZ LABS

POC R&D

Today’s Peak Outcomes

Insights Dashboard

ROI Modeling

Plant Operator

Simply the best!

Dashboard

Only available through NovozymesNOW

Included with product purchase

POC

ENZYMES

CONTINUAL UPDATES

$$$

Enzyme

P1

NZ CS NZ TS

Plant Operator

NZ Sales

NZ SALES

CONNECTED EXPERIENCE

Contracting

POC

POC

TECHNICAL SERVICES

Sold

Advise

Proof of Concept

New

NZ

FREE

It’s

Pre-Sales

R&D

YEAST

Product B

Steady State

NovozymesNOW simplifies how ethanol producers receive best-in-class products and services from Novozymes. By using NovozymesNOW, customers receive continuous delivery of the newest products, paired with unmatched technical services and customer success teams. NovozymesNOW is a first of its kind program for the biofuels industry, specifically geared to solving problems and optimizing customer performance. At its core, NovozymesNOW delivers a connected experience that improves bottom line results, plant economics, management insights and production outcomes.

Plant Operator

Expanded Lab Services (New Lab Offerings)

What you get

WHAT’S NEXT?

VR / Immersive Training Customer Success Management

OTHER OPPORTUNITIES

Early Adoption

Lead with 2 - 3 early adopters from key, trusted accounts to pilot and refine offering.

Account Expansion

Grow services install base to 8 - 10 accounts while further refining logistics and SLAs.

$

(12 - 24 months) Roll out solution to early adopters and further refine + prototype service, CX and back office. Adjust, refine and roll out to account expansion targets.

( > 24 months) Leverage voice of the customer programs and built-in feedback loops to continually refine service, CX and back office design.

The Big PictureTM from The Service Design Group // www.theservicedesigngroup.com

Big Data & Analytics

Launch NovozymesNOW

Refine and Continually Improve

Yes, it has this stuff too. . . Cloud & Digitilization

Create MVP Service Experience

(6 - 12 months) Design, prototype and test end-to-end service and CX to optimize moments of truth to mitigate churn + refine back-office design and operations design requirements.

Targets/ Go-to-market

Why settle for “products on the side” when you can get industry-leading science + service?

Portfolio Planning

Financing Services

Internet of Things (IoT)

SLAs and Guarantees

Plant Economics & Optimization DP2 Fingerprint


Novozymes

Biofuels // TS + Digital + Digital Solutions

March 2018 Services Portfolio > As Is

Outcome

Subscription

Experience

Shared

Value Add

Product Legacy

TS Services

Active

Digital

Digital Solutions

The Service LandscapeTM // www.theservicedesigngroup.com

Emerging

Disruptive


The Big

TM Picture Give

Away!

The Big Picture promise:

The Big PictureTM

You get best practice service, customer experience and process design.

We significantly advance and refine a nascent service innovation concept.

We co-create your service strategy and orient your business around a customer centric storyline.

You get clear value for your time spent and an executable strategy canvas for moving your service innovation project forward.


THE SERVICE DESIGN GROUP

Thank You! servicedesigngroup.com

9 raven manocchio servicedesign  
9 raven manocchio servicedesign  
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