More About Innovation Delivery

Bite-sized project examples:

Storyboards build and spread a vision.

As a financial institution developed their customer service programme, our team helped pull their vision together for executive approval and staff implementation. Using the storyboard technique provided something tangible for the stakeholders to make decisions around, with visuals that drew readers in to the material. IDL also provided project and programme management support to their year-long development effort.

Service Workshop Day : Introduction to Innovation Methods

IDL recently shared and practiced service innovation methods with a diverse group of professionals in an 8-hour session. In addition to common techniques such as customer interviewing and brainstorming, the group also practiced

• stretching ideas into concepts using a customer journey framework
• rough prototyping and role-playing to communicate and evaluate the concepts.

Future workshops will offer practice in three areas of service innovation :

• broadening the scope of innovation
• customer journey and service “blueprint”
• service programme management

Project Management Courses focus on two objectives.

At University College Dublin and Independent Colleges, IDL’s Keith Finglas offers insights and instruction around project management. Keith, an experienced project and programme manager in operations and innovation environments, is a member of the Board of the Irish chapter of the PMI. His approach focuses on increasing the value of a project by improving the team’s ability to do two things : generate good solutions and deliver the chosen solution. The work is undertaken in courses of 10 to 25 attendees across 10 to 18 weeks.

Build a service blueprint.

40 service elements were illustrated for a housing developer in a 3-year
service development roadmap. Concepts were rolled out by five departments to improve the customer’s nine-month service experience.

Improve the experience, improve the organization.

A four-person team spent one month at each of three hospitals in their maternity wards. Together with staff they focused on improving the patient and staff experience while also leaving organisational change skills behind.

Thinking beyond the product … to the experience.

By visualising their ecosystem, we helped a client with a disruptive entertainment technology understand the full spectrum of their offer. We offered a programme management structure, an array of brand-relevant service features, and industrial design of their handheld device.

Putting good ideas into action : implementation.

Working with transatlantic stakeholders on accounting software changeover required thoughtful integration of legacy systems while incorporating input from multiple levels and locations.... as well as treading very carefully. We provided the desired visibility into staffing, budget, and logistics within an abbreviated schedule.