Double Diamond and Service Redesign

Service Design Methodology has been a guiding principle for every new project we tackle at Zensar. Here is a highlights of the process we follow.

The first step towards designing FOM (future operating model) is always understanding the current 'AS-IS' process which is a divergent process. There is a thorough mapping process, where the entire universe of the industry is unpacked. Various actors involved in frontstage and back stage, customers personas, parallel processes running, interaction touch points, digital and physical props, technologies and partners are mapped along the end to end customer journey. This forms a go-to map throughout the digitisation journey, may it be ideation, requirement gathering, prototyping or implementation/ delivery. This mapping process is supported by stakeholder, actor interviews and shadowing.

The next convergent step is to hold workshops with the stakeholders and actors to prioritise and rank the problem statements that was derived during the mapping process. The workshop is held in three stages, pre-workshop survey, virtual/live workshop, post-workshop evaluation. The workshop not only is a co-creation process where the actors feel involved in the optimisation of service but it also brings out hidden issues that were never logically mapped. The various problems are arranged based on importance, ease of solving, ROI, effort involved and KPI addressed.

Once we have the clarity on challenges to be solved, the next step is to diverge with ideas and iterations of solutions that could be implemented based on the best of the technology standards. The technology choices and prototypes are made based on feasibility, viability and desirability. Creating prototypes and testing out the waters helps in determining the logical reasoning during decision time.

The solutions are shortlisted and final requirement gathering is done to put together a 'TO-BE" process parallel to as is. Timelines and phases are discussed to map out the continuous optimisation step by step. Delivery team usually consists of Team Lead, Data Lead, Digital Backbone team, Technology specific support team, Business Operations team and Service Designer. The team is aligned and responsibilities are shared for deployment of the service smoothly.