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Principal Job Title
Service Experience Director
1 Line Summary
I am Prospect’s Managing and Service Experience Director with two decades of international (and award winning) experience.
I co-founded Prospect in 2006 and have been focused on solving hard business challenges and delivering bottom line impact for global companies and start-ups, launching new digital services and optimizing existing experiences with measurable impacts.
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HiveRank: Affiliate (266)
Closest Town / City
London
Nominated to HiveMind by

Member since: 21-04-2017
My Background Details
I champion a people centred experience and service design process to deliver great customer experiences that provide tangible value, resulting in happier customers, engaged employees and business growth. I mix vision with my German pragmatism to deliver feasible and desirable solutions.
Prior to Prospect, I ran my own studio for five years, working with clients that included the Design Council, The Royal Society of Arts, Opodo and the Department for Education and Skills.
In my career, I have held senior positions with MetaDesign London, Icon Brandlab, FutureBrand Digital, Oyster Partners and design and advertising agencies in Holland and Norway. I was responsible for leading multi-disciplinary teams on projects for No 10 Downing Street, Victoria & Albert Museum, British Airways, The BBC, Unilever, OAG, One2One, Sky, Telefonica Moviles, Bridgeman Art Library, Dutch Telecom and MTV Europe and have won numerous industry awards for my work.
I have been responsible for the overall creative vision and processes, new business development and developed successful client relationships with Silverjet, bmi, Nokia Siemens Network, Nokia, Eurostar, Tesco, Dimension Data and Capita, amongst others.
Current Role Details
Successful businesses are built on great customer experiences – here at Prospect we focus on designing those experiences.
Collaboratively with our clients we generate business value, through design. We look at the whole service to unearth market, people and technology insights to create digital customer experiences that drive growth, faster. I have been responsible for the overall creative vision and processes, new business development and developed successful client relationships with Silverjet, bmi, Nokia Siemens Network, Nokia, Eurostar, Tesco and Dimension Data, amongst others. For Nokia Siemens Networks, I led the team that developed a major global brand online, delivering company unity, clear market differentiation and high stakeholder engagement. For BMI, we helped to increase booking conversions by 20%. The business class online airline launch of Silverjet exceeded booking targets by 17%.

My responsibilities include:
Managing Director
New business development
Leading complete project life cycle processes
HR, mentoring & staff development
Developing clear strategic vision for hard business challenges and facilitating the creative outcome through collaborative, multi-disciplinary team work
Developing creative and strategic processes to evolve our offer through changing times
CASE STUDIES
DIMENSION DATA - DELIVERING CUSTOMER CENTRIC TRANSFORMATION THROUGH DESIGN - Case Study: 1

Situation
Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, Dimension Data accelerates their clients’ ambitions through digital infrastructure, hybrid cloud, work spaces for tomorrow and cybersecurity. With a turnover of USD 7.5 billion, offices in 58 countries, and 31,000 employees.

In 2014, Dimension Data implemented a strategy to expand its service offerings for data centre technologies. Its core support and premium services are responsible for generating approximately USD 1 billion per annum in revenue.

To gain market share, Dimension Data needed to radically differentiate itself to global competitors, including IBM, HP, Cisco, CSC, HCL, Amazon, Wipro, Rackspace and Microsoft Azure.

Dimension Data required a new customer management platform that would completely reimagine its core support services to gain and retain clients and to streamline underlying operations and business processes.

The targets were ambitious: provide clients with a window into the health and performance of their technology from both a technical and business perspective, provide consistent and relevant data visualisations, simplify daily tasks, reduce user queries by 50%, increase client engagement by 150% and revenues by 300%.



Task
Dimension Data was servicing their customer needs through 8 disparate systems, which created a challenging environment to effectively assess and manage the health of the client’s end-to-end IT business. To support the strategic objective to transform itself from a technology-centric to a client-centric service provider, a unified and seamless portal needed to deliver support and premium services in the data centre and be flexible enough to expand into premium, managed, and enterprise service offerings.

With the advent of cloud solutions and digitalisation, clients’ expectations are evolving: as organisations move from being technology managers to technology consumers, their focus has shifted to evaluating IT from a business perspective, to assess the status and health of their digital environment at any time – available at their fingertips. Are their business operations running optimally? Are they maximising revenue while minimising risk?

The portal needed to meet clients’ demands for higher value from their services, instead of a traditional ‘break-fix’ support. Clients’ clear need was to identify the business outcomes derived from their technology, and the impact of the technology health on their business operations.


Action
Rapid innovation process to prove success early on.

As a traditional IT centric company, this was Dimension Data’s first attempt to follow a best practise User Experience design methodology and apply a more agile approach.

Prospect and global Dimension Data stakeholders co-created a vision and solution based on internal and external user research evidence. By establishing clear objectives and detailed business requirements, combined with the UX design methodology, Dimension Data was able to validate, build and launch a portal within only 12 weeks (versus existing average 9 months development cycles).

The process included:

• Co-creation workshops with international project stakeholders from Australia, Hong Kong, Singapore, South Africa and the US.
• Broad audience collaboration including sales, IT managers, business unit managers, business analysts, and application owners to create personas, concept maps, user scenarios, design principles, and KPIs.
• Direct interviews with clients and internal stakeholders to understand the type of information that was important to them, and the type of experience they desired for consuming technical information.
• Wireframes, rapid prototyping, user interface design and build documentation to incorporate UX design as an integral part of the development process.
• Global user testing to validate client and stakeholder success and a MVP roadmap.
• A four week proof-of-concept build to test feasibility.

8 separate management systems pulled into 1 consistent experience – the portal improves client loyalty by transforming and simplifying clients’ service experience.


Results
The design approach and subsequent success of the portal has generated a cultural shift within Dimension Data. It enabled an MVP launch within 12 weeks, versus traditional 9 months. Other development projects have adopted similar UX design methodologies.

Measurable impacts:
• 307% growth in data centre service clients
• 515% growth in data center services revenue
• 12,000 views of business service maps versus none
• 20 min average time to learn system versus 3 hours for old portal
• 2.8 user queries per month versus 80 incidents on old portal
• 8 separate systems pulled into 1 unified system
• UX approach reduced 9 months to 12 week development

Design & Effectiveness Award, DBA



Anja Klüver

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