Courtesy Services Jack Twite, Anna-Maria Steverson, Lynn Connell, Team Awesome! Courtesy Services Jack Twite, Anna-Maria Steverson, Lynn Connell, Mary Spillane, David Trujillo April 16, 2018

How Might We….? Get Started? Get to know your teammates! Insights Skills, Areas of Expertise, internal relationships Check for Understanding – do we understand the problem statement?

How Might We….? Get to know and Empathize? We know the problem is how Employees interact with Courtesy Services What are the roadblocks employees face? Interviews – Create the Hassle Maps Conducted over 24 interviews ID trends to better understand

How Might We….? Get to know and Empathize? What we learned – Maps created New Hire Change of Service Legacy Products New Product Deployment Move / Transfer End of Life Equipment Swaps

How Might We….? Get to know and Define? Common Themes User Portal Not Intuitive / Welcoming Difficult to tell what product options were available Shipped Equipment not added to accounts Lack of feeling like “Family”

How Might We….? Get to know and define? Defined our statement: How might we improve the User Interface of our Courtesy Services Platform?

How Might We….? Get to know and Empathize? Narrow the focus–Understand & Advertise Started to Ideate What are the correct Communication tactics? Learned of existing initiatives and that our focus was already being worked on, understanding where we could add value?

We Might….

….Update the Portal?

When Might We….?

How Might We….? Back to the drawing board - Empathize Part 2: What gaps may exist which we could help fill? What have we learned from our field interviews? Was there a way we could engage in the process to assist in the success of the initiative?

How Might We….? Redefining End Users were missing from the scope of the project Assumptions were in place regarding user acceptance Offered to Define our role in the User Experience realm

How Might We….? Back to Ideation Met with project owners again: Resetting our role through our series of “Yes, sounds good… And?

How Might We….? Preparing the Prototype Through our current ideation process… We are building the framework for the prototype process we will engage in for user acceptance / testing of the new system

Thanks! 15