1. 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

2. 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?

3. 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

4. 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

5. 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”

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

7. 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?

8. We Might….

9. ….Update the Portal?

10. When Might We….?

11. 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?

12. 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

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

14. 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

15. Thanks! 15