Embedding Design Thinking for better customer engagement

Brand Strategy
Service & Experience Design

Client : ServiceNow

The challenge

ServiceNow is a fast-growing innovative IT company. Their Inspire and Solution Innovation teams help customers to achieve more with their cloud-based platform. We trained ServiceNow teams in Design Thinking, both in-person and online via our executive training school the Design Thinkers Academy London over a two year period, working closely with their delivery teams. They then asked us to co-create a bespoke Toolkit and Playbook for them and to grow their facilitation skills for customer engagements.

The approach

We led 15 members of the Inspire and Innovation team through a collaborative co-creation process. Together we captured and collated all the methods, tools, and processes currently in-use with different clients and the contexts in which they used them. In a 2-day creative workshop, we benchmarked and agreed best practice, developing, and prototyping new improved versions of the tools, to suit the client scenarios encountered most. These new tools were captured in Version 1.0 of an editable digital Toolkit and Playbook, designed for ServiceNow to easily maintain and update it themselves.

We also supported team members to assess their own Design Thinking competencies and identify gaps in their skills. A bespoke Facilitation training course was shaped around individuals and the whole team’s needs. They were upskilled together, to run effective collaboration workshops with clients wanting to get the best out of ServiceNow’s platform.

The impact

  • Playbook launched

    V1.0 of an editable online, bespoke ServiceNow branded Toolkit and Playbook was delivered

  • Design Thinking embedded

    teams are now facilitating more intentional and impactful client engagements, that are less time consuming

  • Sustainable

    a train-the-trainer programme has developed a self-sufficient team of internal Design Thinking champions, able to upskill colleagues and maintain and develop the Toolkit & Playbook

Let's chat

If you’re looking to
drive innovation within
your business, we’d
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