PwC Service Design Analysis
TRiz Method breakdown
We were prompted to represent a company, which provides a direct, customer-facing service, into a breakdown of the various properties and interactions provided by the service itself.
The company I chose to analyze was PricewaterhouseCoopers, a big four auditor company. Prior to this project, I had a vague idea of what they did and was interested in further exploring the service they provide as well as the ecosystem in which they exist.
Class: Service Design (Human Computer Interaction Institute)
Identifying Service Components
Service Design Breakdown
1. Identifying Service Components
Making Building Blocks
In order to get a better understanding of the services PwC has to offer, I designed icons and used them as identifiers for representing the model PricewaterhouseCoopers's operational model.
Macro + Micro:
Ability to employ multiple services in different sectors unilaterally
Interdependency between various stakeholders and guidelines affect internal and external components
Relies on policy, while accepting public and private sector clients, creating bilateral reliance on projects
Consulting projects may repeate the iterative process many times before firm and client may come to a concensus
Cases are scoped at different scales, from smaller auditing assignments, to departmental reorganization and cross-company projects
Projects follow a fixed hierarchy, from Senior Manager, Senior Associate, to Associate
Team is assigned based on specialties, creating a nebulous and resilient group talent
Deliverables may take a digital format, or may include a digital strategy solution
Others may manifest as reorganization, reports, or other tangible forms
2. Service Design Breakdown
After I was able to break down the service into some micro components, I had more knowledge of the ecosystem of the way the service is provided. With a better sense, I was able to use this intuition to gain a high level understanding of the consulting process used, and created a quick visualization of my understanding.