SKYLIGHT INC. — Department of Defense STTR Phase II: AF20A-TCSO1

Description

Service design is an emerging, but proven discipline for transforming user experiences by designing, aligning, and optimizing an organization's operation (people, processes, technology, etc.) to better support customer journeys. During Phase I, we conducted research and determined the feasibility of using an "accelerator model" to galvanize the rapid adoption of service design across the USAF, starting with BESPIN. We also began initial development of a solution, called the Service Design Accelerator, which includes features such as an organizational readiness assessment, a tailorable capability development roadmap, hands-on training, and practitioner guides. The core objective of our Accelerator is to rapidly build up an organization’s internal service-design capacity so they can sustainably, self-sufficiently, and effectively transform user experience journeys. For Phase II, we propose conducting empirical R&D by partnering with BESPIN to apply service design to one of their customer's high-priority efforts — the USAF Weather Systems Program Office’s Support Service Center Experience Redesign Initiative. This will give us and BESPIN a deeper, experience-based understanding of how to embed service design, while at the same time delivering real-world benefits now. It will also provide lessons on how to make our Accelerator solution a commercial success.