service design & product management @ Livework / manufacturing
Digital service Alpha and Beta
Product and project management, agile, UX, testing, upskilling, change readiness and delivery, service design
Video source: Mustad Youtube
Video source: Mustad Youtube
Digital service for a 100 year old market-leading manufacturer as part of custom-centric transformation programme.
From insight-based research concept to a functioning service ready for going live.
Service design, visual design, UX, project management, product ownership, product management at Livework Studio London.
From insight-based research concept to a functioning service ready for going live.
Service design, visual design, UX, project management, product ownership, product management at Livework Studio London.
Mustad Hoofcare:
Industry top large manufacturer new to services and digital.
Industry top large manufacturer new to services and digital.
Team 1 (Phase 3):
Lead, Senior, Medior (me), Junior + client + developer team
1 year
Team 2 (Phase 4):
2 Leads (inc me), Senior, Medior + client + developer team
6 months
Lead, Senior, Medior (me), Junior + client + developer team
1 year
Team 2 (Phase 4):
2 Leads (inc me), Senior, Medior + client + developer team
6 months
Project background
Phase 1: Research and concept generation
Q1-2 2018
Role: not at Livework yet
Livework (the pioneers of service design) conducted research and upskilled the global sales team in in depth interviews and low-fidelity prototyping to understand how Mustad Hoofcare (the leader in horse care manufacturing industry) could better understand and connect with their end-customers.
'Equinet', a digital organisational service for farriers (people who shoe horses) was identified as a key concept and validated at value proposition level.
Phase 1: Research and concept generation
Q1-2 2018
Role: not at Livework yet
Livework (the pioneers of service design) conducted research and upskilled the global sales team in in depth interviews and low-fidelity prototyping to understand how Mustad Hoofcare (the leader in horse care manufacturing industry) could better understand and connect with their end-customers.
'Equinet', a digital organisational service for farriers (people who shoe horses) was identified as a key concept and validated at value proposition level.
Phase 2: Beta build 1
Q3-4 2018
Role: not at Livework yet and Livework not involved
Mustad hired an undisclosed software company to develop an app based on the 'Equinet' concept by Livework Studio. The app had been developed with a basic feature set, but it hadn't met Mustad's expectations.
Q3-4 2018
Role: not at Livework yet and Livework not involved
Mustad hired an undisclosed software company to develop an app based on the 'Equinet' concept by Livework Studio. The app had been developed with a basic feature set, but it hadn't met Mustad's expectations.
Alpha (pilot)
Phase 3: Pilot in selected market
Q1-2 2019
Roles: Researcher; service, visual, UX and testing designer; videomaker
Livework planned and executed the pilot in Australia using the app developed by Monterail (a different software company hired for this phase with my recommendation, having worked successfully with them in the past on sellektor.com).
Resulted in value validation, go-to market recommendations and rollout plan.
Phase 3: Pilot in selected market
Q1-2 2019
Roles: Researcher; service, visual, UX and testing designer; videomaker
Livework planned and executed the pilot in Australia using the app developed by Monterail (a different software company hired for this phase with my recommendation, having worked successfully with them in the past on sellektor.com).
Resulted in value validation, go-to market recommendations and rollout plan.
Kick-off: plan
Livework and Manufacturer aligned on the work that had been done on the app with Developer 1 to date and agreed direction for the pilot
Design hypotheses
Developed an MVP approach to piloting to enable real, non-vanity metrics to be collected and analysed across the end-to-end journey
Design and prepare pilot
Aligned with executives to check approach was acceptable, at which point much of the real world insight had to be changed to make it less risky. Pilot materials were then developed.
Run pilot in Geography 1
Piloted with testers in the real world - over 30 Labs participants with over 350 surveys, 12 app testers, 7 interviews, 20 self-documenting tasks with over 800 digital diary responses, an insights database and 5 executive reports.
Capture final learnings
Using all we had learned, developed a go-to-market approach. This was developed having not only learned about the app from the point of view of end-customers, but with Livework having observed internal capability to deliver.
Share recommendations
Report and blueprints shared with senior exec team. These recommendations clearly explained the recommended timelines, and required capabilities to deliver the app. As well as the need for a new app developer
Private Beta (MVP)
Phase 4: Beta in selected market (Australia)
Q2 2019 - Q1 2020
Roles: Project & service co-lead, internal project manager, interim product manager, service, visual and UX designer.
Livework planned and executed the beta in Australia using the app developed by Monterail.
Responsibilities:
• Co-leading a service to go live and to beta in a new market
• Internal practices, assets and capability to transition ownership of product and service from consultancy support to BAU (intrapreneurship)
• Product and project management:
• agile,
• UX,
• testing,
• training (upskilling)
• change readiness and delivery
• service design
Resulted in value validation, go-to market recommendations and rollout plan.
The service is now live worldwide, managed independently by Mustad.
Phase 4: Beta in selected market (Australia)
Q2 2019 - Q1 2020
Roles: Project & service co-lead, internal project manager, interim product manager, service, visual and UX designer.
Livework planned and executed the beta in Australia using the app developed by Monterail.
Responsibilities:
• Co-leading a service to go live and to beta in a new market
• Internal practices, assets and capability to transition ownership of product and service from consultancy support to BAU (intrapreneurship)
• Product and project management:
• agile,
• UX,
• testing,
• training (upskilling)
• change readiness and delivery
• service design
Resulted in value validation, go-to market recommendations and rollout plan.
The service is now live worldwide, managed independently by Mustad.
What motivates and influences behaviour of people who look for changes in lifestyle for prevention of related diseases and overall health. Local needs research for public healthcare.
Drone service and system design for use in public services (medical, firefighting, etc.)
1.01g of CO2 is produced every time someone visits this web page.
5g of CO2 would be produced if one printed this web page (would take 5 A4 pages).
5g of CO2 would be produced if one printed this web page (would take 5 A4 pages).
