How many people does it take to design and build a service?

Reading Time: 5 minutes

Scottish Enterprise is changing. We are delivering services to customers and stakeholders in new ways, this gives us a fabulous opportunity but also presents some challenges.

As the team leader for the user centered design team at Scottish Enterprise I hear comments such as ‘What do you mean when you say service’, ‘We don’t really know what you do or who you are’ and also ‘But don’t you just build websites? Why do you care about all this other stuff that’s not digital?’

It prompted me to think what was causing this perception and how I felt four years ago when I joined the digital team at Scottish Enterprise. I was struck by how many people are involved and therefore how confusing it can be.

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“Getting Connected” with our Customers

Reading Time: 5 minutes

On Wednesday 9th November, our Export Service Design team packed up our post-its, pens and whiteboards and pitched up for the day at the Get Connected 2016 event at the Radisson Blue Hotel, Glasgow.

282 delegates registered for the free event. In between attending one-to-one sessions with advisers or one of the 9 seminars that took place throughout the day, the footfall to our Export Service Design stand was non-stop and a great opportunity for the team to launch the new ExportSavvy eLearning tool and showcase our latest service developments with new and existing Scottish exporters.

Launching ExportSavvy eLearning

It’s our job as an Export Service Design team to talk to and listen to our customers. Feedback told us that our customers wanted more flexibility to suit different learning styles. Now, more than ever, individuals and companies are turning to eLearning courses and online training events to achieve their personal and professional goals (just look at the explosion and uptake of so-called “MOOC”s – Massive Open Online Courses).

Our customers told us that access to training and development tools is invaluable to their export success. But in this fast-paced business world, time is always precious and we recognised not every business can afford the time away from their core business to attend classroom training and seminars.

What is ExportSavvy?

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About Siobhan McDermit

Siobhan is Export Product Owner for our Trade Services.

Getting to know and understand our customers is fundamental to her role as Export Product Owner. It’s her job to represent their voice in all the digital export services we develop.

A new life in the unknown

Reading Time: 6 minutes

One year ago I made the move from the Scottish Businesses Marketing team and started my new life stepping into the unknown, as a Product Owner in the Export Service Design team.  Now, I have one foot in the SDI Trade Service team and the other in Service Design.

Officially, the Product Owner (PO) is “responsible for maximising the value of the product and the work of the development team”.  This is a new role for the organisation as Product Owner is essentially a role coined from the agile way to manage a project, usually software development, called Scrum.

I’d always though of myself as a bit of a geek with a passion for web and digital, so I was excited to be able to use my export marketing experience and customer insight to tackle this new challenge and really get up close and personal with our end users.

One year on, I thought I’d share and list the 10 lessons that have stuck with me.

Continue reading “A new life in the unknown”

About Siobhan McDermit

Siobhan is Export Product Owner for our Trade Services.

Getting to know and understand our customers is fundamental to her role as Export Product Owner. It’s her job to represent their voice in all the digital export services we develop.

We are all one big team, right?

Reading Time: 4 minutes

How often are you told "we are all one big team"?

What does it mean to you?

I suggest that you stop reading for a couple of minutes and digest this statement.

Sentiment or Structure

I think it is a very positive sentiment but quite dangerous when taken as a statement of fact regarding actual teams.

Please read to the bottom before exploding 🙂

The sentiment is very positive and suggests that we are all working towards a common goal. And who would argue with that?

We will all:

  • stop working in silos
  • stop pulling in different directions
  • stop hoarding information as a source of power or protection
  • stop doing things that don't further our common goals

These are all great, but does it not make you wonder why we are doing all these things in the first place?

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Trust the Force, Luke

Reading Time: 3 minutes

A young Luke Skywalker was told to

Trust the Force.

It was difficult for him until he eventually started to see results. This blog is about a similar leap of faith.

Think about these two statements…

  • If you are truly committed to building customer value, then you will be building what the customer wants (needs) and the customer will be delighted. Because of this they will buy the product or even buy more of the product, while increasing the likelihood of remaining loyal to you.
  • If you are truly committed to empowering your employees, then you will provide a work environment where they feel ownership of their work and can make their own decisions, and they will be more motivated to activate their brainpower, improving morale and increasing the likelihood that they will go the extra mile to create a quality product. *

These are mutually inclusive (and recursive) sentiments, and the answer to how they are done can be summarised as:

  1. Teams need to step up
  2. Managers needs to step back

Easily summarised, but not always easily done.

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