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DESIGNING A SELF-SERVICE
PORTAL FOR LOVE AND MONEY
ITSMF FINLAND – AT YOUR SERVICE
Juha M. Kujala
Architect, ITSM
Wärtsilä Information Management
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© Wärtsilä
10/11/2014
Designing Self-Service Portal for Love and Money / Juha M Kujala
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Agenda
Background and objectives
Co-creation process
User experience
Business case
Outcome
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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BACKGROUND AND OBJECTIVES
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Wärtsilä in Brief
• Wärtsilä is a global leader in
complete lifecycle power solutions
for the marine and energy markets
• Three business areas: Power
Plants, Ship Power and Services
• Nearly 19,000 professionals,
114 nationalities in 70 countries,
present in 160 locations
• In 2014, Wärtsilä celebrates its
180th anniversary
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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IT at Wärtsilä
• Global IT function
• Four main locations:
– Helsinki and Vaasa, Finland
– Mumbai, India
– Shanghai, China
• Helpdesk is the face of IT
– Single-point-of-contact for all IT
related incidents and requests
– 11 000 monthly tickets
– Open 24/7/365
– English language only
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Dead Man’s Curve
93%
92%
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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CO-CREATION PROCESS
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Co-Creation Process
Prototype
Good & Bad
Service Ideas
Prototype
Prototype
Individual
interviews of
users in
Finland, China
and USA
Co-creation
Workshops
Prototype
Selection of Service
Elements
Prototype
Prototype
Prototype
Baseline Costs
Prototype
Prototype
Modelling the
New Service
Concept in
Business
Simulator
Business Case
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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USER EXPERIENCE
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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User Profiling
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Profile Card: Supported
BOTTLENECKS
• Describing the issue can be challenging
• Technical language is difficult to understand
VALUE CREATION
COMPETENT
EI OSAA/ /INCOMPETENT
OSAAVA
• Patient support in simple language
• Access to previous incidents and
resolutions
• Key user support for reporting an incident
RULE
ORIENTEND
/ REBELLIOUS
TEKEE
ITSE / ULKOISTAA
PATIENT/ OTTAA
/ IMPATIENT
EI SEURAA
KANTAA
EXTROVERT / INTROVERT
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Profile Card: Prioritiser
BOTTLENECKS
• Dealing with Helpdesk is too time consuming
• Helpdesk calls back at inconvenient times
VALUE CREATION
COMPETENT
EI OSAA/ /INCOMPETENT
OSAAVA
• Option to define when you want to be
contacted (appointment with Helpdesk)
• Resolution with minimal participation and
follow-up from portal
RULE
ORIENTEND
/ REBELLIOUS
TEKEE
ITSE / ULKOISTAA
PATIENT/ OTTAA
/ IMPATIENT
EI SEURAA
KANTAA
EXTROVERT / INTROVERT
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Profile Card: Trier
BOTTLENECKS
• Self-help is difficult to find and understand
• Misunderstandings between Helpdesk and
Trier are common
VALUE CREATION
COMPETENT
EI OSAA/ /INCOMPETENT
OSAAVA
• Clear and easy self-help
• Forum to discuss and learn new things
RULE
ORIENTEND
/ REBELLIOUS
TEKEE
ITSE / ULKOISTAA
PATIENT/ OTTAA
/ IMPATIENT
EI SEURAA
KANTAA
EXTROVERT / INTROVERT
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Profile Card: Doer
BOTTLENECKS
• Knows more about IT than average Helpdesk agent
• Better sources for self-help than ”official” articles on
Knowledge Base
VALUE CREATION
COMPETENT
EI OSAA/ /INCOMPETENT
OSAAVA
• Possibility to share knowledge and help others
• Access to known errors
• Option to report incidents to 2nd level experts
RULE
ORIENTEND
/ REBELLIOUS
TEKEE
ITSE / ULKOISTAA
PATIENT/ OTTAA
/ IMPATIENT
EI SEURAA
KANTAA
EXTROVERT / INTROVERT
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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BUSINESS CASE
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Business Case Simulation: Initiation Phase
• Initiation phase describes people’s
behavior before they contact the
Helpdesk
• It was found that people spend lot of
time and effort avoiding to contact the
Helpdesk - they try to solve issues by
themselves and ask help from their
colleagues
• The most expensive scenario is to
spend time asking help from
colleagues and eventually report an
incident that needs to be dispatched to
onsite support
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Business Case Simulation: Changes to be Driven
€
Ask from a collegue
Contact Helpdesk
€€€
€€
Use self-help
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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OUTCOME
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Self-service portal: Report issue
1.
2.
3.
4.
User should be able
to link the incident to
an asset they own
Getting started with
reporting an incident
should be as easy
as writing an email
Relevant KB articles
should be presented
proactively
User’s location
specific key user
information should
be shown
4
1
2
3
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Self-service portal: Track Status
1.
2.
3.
Overview of ticket
status should be
simple
Pictures of agents
involved in the
process will increase
trust and willingness
to collaborate
Net Promoter Score
survey after each
ticket gives
immediate feedback
and shows trends
(unlike ”dead man’s
curve”)
1
2
3
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Net Promoter Score
How likely are you to recommend the received service to your colleagues?
New
Service Desk
Concept
Wärtsilä
Helpdesk
-100
-28
-14
(incident)
(service
request)
0
+13
Current State:
More Detractors than Promoters
Industry
Leader’s IT
Support
+30
+60 - +80
Target State:
More Promoters than Detractors
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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+100
IM Service Portal in Production
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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Key Takeaways
Self-service portal is a major
opportunity
Design it together with users to
create great user experience
Understand the business case
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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THANK YOU!
[email protected]
+358401841036
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Designing Self-Service Portal for Love and Money / Juha M Kujala
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