PROBLEM
How might we design a better experience for clients interested in IBM Services Offerings? How might a client have a more seamless buying to deliver experience? How might we improve how IBM Services offerings are created and brought to market?
ROLE
A design researcher part of a service design team creating internal programs and services. Our work spanned many projects that were part of a larger transformation effort to change how Global Business Services goes to market.
METHODS
I employ service and learning design tools + methods, including:
- Generative user interviews
- Stakeholder and SME interviews
- Survey design and analysis
- Persona development
- User needs analysis
- Workshops + co-creation sessions
- Opportunity identification and prioritization
- Storyboarding and service blueprinting
- Content strategy and development
- Curriculum design
- Evaluative user testing
- Publishing thought leadership including internal research findings and a whitepaper on Design for Organizational Change (IBM Internal)
For more information on digital touchpoints and projects at IBM GBS, please contact me!
