Day 1: Understanding Digital Expectations and Service Maturity
Smart Service Customer Expectations
- Define customer outcome for service
- Identify friction across interaction points
- Align channels information and ownership
- Use feedback to prioritize improvements
Smart Service Maturity Assessment
- Define practical maturity baseline
- Compare strengths weaknesses across dimensions
- Define realistic target level clearly
- Create actions advancing priority capabilities
Smart Service Journey and Touchpoints
- Map customer journey end-to-end
- Identify high-effort and failure moments
- Link pain points to causes
- Prioritize moments needing service redesign
Day 2: Designing Customer-Centered Digital Services
Smart Service Customer-Centered Design
Clarify customer outcome from service
Pinpoint friction across interaction points
Connect channels information and ownership
Employ feedback to prioritize improvements
Smart Service Channels and User Experience
- Assess service from customer perspective
- Compare expectations with actual experience
- Identify gaps increasing customer effort
- Design improvements around customer needs
Simplifying Procedures and Forms
- Map friction across process steps
- Trace root causes behind delays
- Create changes reducing user effort
- Define evidence for redesign testing
Day 3: Connecting Identity, Platforms, and Personalized Services
Smart Service Digital Identity and Access
- Identify roles requiring elevated access
- Apply least-privilege access daily
- Review access after role changes
- Build access-control checklist for scenarios
Platform and Data Integration
- Identify process steps affected
- Align outputs with downstream decisions
- Design exception and failure handling
- Test integrated workflow end-to-end
Service Personalization and Proactivity
- Identify signals supporting useful personalization
- Separate proactive help from intrusion
- Define responsible customer targeting rules
- Measure personalization impact on outcomes
Day 4: Protecting Inclusion, Trust, and Digital Performance
Smart Service Accessibility and Inclusion
- Identify barriers across user groups
- Apply accessibility principles digitally
- Test content across diverse scenarios
- Test approach against realistic scenario
Smart Service Experience Performance
- Select measures revealing progress early
- Balance quality efficiency value measures
- Set thresholds for investigation escalation
- Build concise experience decision view
Transaction Security and Customer Privacy
- Review privacy impacts before implementation
- Separate public internal restricted information
- Apply retention and deletion requirements
- Assess access to sensitive information
Day 5: Testing, Scaling, and Improving Smart Services
Managing Change across Service Teams
- Identify teams affected by change
- Explain change purpose by role
- Address adoption barriers with support
- Use feedback to reinforce behaviors
Testing Prototypes and Improving Experience
- Select low risk pilot area
- Capture baseline performance before intervention
- Monitor intended and unintended effects
- Approve scaling after evidence review
Digital Service and Experience Roadmap
- Build digital service experience roadmap
- Prioritize roadmap actions by value
- Identify dependencies requiring early resolution
- Set measures tracking roadmap progress
