In our first spring Engage meet-up we explored different ways of making IT more human-centered. Mauro Rego, owner at Boana, a Berlin based design studio for software, talked about designing for the back-office. http://engagerotterdam.com http://boana.de

1. Designing
for the
Backoffice
mauro rego @ human centered IT - march 31st 2016

2. mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016
This presentation was designed and
originally presented by Marion Fröhlich
and Mauro Rego in 2014 at the Service
Design Drinks at SAP Berlin.
http://www.slideshare.net/ServiceDesignBerlin/
designing-for-the-back-office-service-design-drinks-berlin

3. Hello
I am Mauro Rego
Tall Designer
at
@mauroalex
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

4. Co-runner of the
Service Design
Berlin
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

5. Consumerization of
Enterprise IT
From Empathy
to Trust
From Ecosystem
to Infrastructure
From open
innovation
to constrained
explorations
mauro rego & Marion Fröhlich @ human centered IT - march 31st 2016

6. “Why does my
secretary needs a
great software
experience?”
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

7. mauro rego & marion fröhlich @ human centered IT - march 31st 2016

8. mauro rego & marion fröhlich @ human centered IT - march 31st 2016

9. Relationship between a design function
and the larger supported organisation
Design integral
to all aspects of
the organisation
Design as
external
resource
Design as
part of the
organisation
Design at the
core of the
organisation
Model by S. Junginger (2013)
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

10. mauro rego & marion fröhlich @ human centered IT - march 31st 2016

11. Relationship between a design function
and the larger supported organisation
Consumer-
facing services
Employee-
facing Services
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

12. Employee-
facing Services
Design integral
to all aspects of
the organisation
Design as
external
resource
Design as
part of the
organisation
Design at the
core of the
organisation
Relationship between a design function
and the larger supported organisation
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

13. The Future of Enterprise IT
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

14. Consumer-
facing services
Employee-
facing Services
The Future of Enterprise IT
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

15. Support an organisation
Professionals
Predefined
High commitment
Efficiency & Functionality
Consumer-
facing services
Employee-
facing Servicesx
Support the individual
You and me
Self-managed
Minimal commitment
Usability & Pleasure
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

16. “Why does my
secretary needs a
great software
experience?”
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

17. PLEASURABLE
USABLE
RELIABLE
FUNCTIONAL
Designing for Emotion, Aaron Walter (2011)
Hierarchy of Needs
PLEASURABLE
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

18. We need to sell to IT and
design for to the employee
Business units / Departments
Users / Employees
Enterprise IT Department
mauro rego & marion fröhlich @ human centered IT - march 31st 2016

19. From
empathy
to trust
mauro rego @ human centered IT - march 31st 2016

22. https://experience.sap.com/designservices/work/saving-lives-through-cancer-screening

23. From
ecosystem to
infrastructure
mauro rego @ human centered IT - march 31st 2016

27. From open
innovation to
contained
exploration
mauro redo & marion fröhlich @ human centered IT - march 31st 2016

28. +
CONFIDENTIAL

29. CONFIDENTIAL
+

30. +
CONFIDENTIAL

31. Tobias Persona
28 Years old
Barista
Tobias Stock Manager
“I have to make sure that the
stock is always full”
Tobias Cleaner
“I have to make sure that the
counter and the tables are
clean”
Tobias Cashier
“I have to make sure that the
tips are counted and the
orders fit with the money in
the box”

32. Take Aways
From Empathy
to Trust
From Ecosystem
to Infrastructure
From open
innovation
to constrained
explorations
Consumerization of Enterprise IT
mauro redo & marion fröhlich @ human centered IT - march 31st 2016

33. 18-19 November 2016 • Berlin
www.serviceexperiencecamp.de

34. Stalking time!
@mauroalex
mauro@boana.de
boana.de
mauro redo & marion fröhlich @ human centered IT - march 31st 2016
@marionfroehlich
marion.froehlich@sap.com