ISS 2020 Vision Future of Service Management | Seite 97

High
6.6 The empowered explorer
The empowered explorer is a user who says, “enlighten me” to service providers. They want
to know how they can be more efficient and productive. They want their service providers
to provide them with this insight. They are the independent self-starters, requiring only the
means to reach their own ends. This group engages in simple service transactions through
more advanced service channels, leveraging technology in order to make the interaction
easier, but also take more control over achieving the expected service outcomes.
The
empowered
explorer
The value
creator
The
classic
consumer
Low
The
premium
patron
High
Human Touch
Service automation
They prefer DIY service experiences that are free from interference and are most comfortable
as an active player in a well-oiled, sustainable system. They are “dreamers who do”, not to
be limited to traditional work structures or service processes. Rather, they necessitate a high
degree of flexibility of freedom.
Service landscape & strategy
The empowered explorer reflects a new, more progressive working paradigm; one in
which cohesive networks of individual operators working under a common set of values
towards articulated visions are established. The empowered explorer is primarily a mobile
in the office or an on-the-go end-user with flexible work processes who tends to rely on a
flat work structures and high degree of autonomy when it comes to work times, locations
and some decision-making. They are outcome-oriented and measure success in terms of
outcomes achieved and less in terms of input (hours worked) or output (an amount produced
or number of sales). 118 The empowered explorer maintains a simple, transactional view of
service – obtaining a desired outcome – expecting service providers to empower them with
the platforms, channels, resources or equipment to serve themselves when needed.
For the empowered explorer, the best service is no service. They prefer that service
professionals establish the systems and mechanisms that shift control of the interaction to
users. The empowered explorer expects the service design to be smart and streamlined, and
allow users to take care of themselves with simple interfaces that are built into their journey.
Simplicity and ease of use are priorities for the empowered explorer – positive service
experiences will be characterized by accessible, intuitive, automated and digital systems that
do not rely on the human touch or an intervention from service professionals. The empowered
explorer is a sporadic and unpredictable performer, yet agile and effective performer who
requires real-time responsiveness and on-demand access to needed services.
Organizations of the future will be inspired by the behaviours and inclinations of the
empowered explorer. Service providers must work on developing seamless experiences that
can be initiated by users and blend effortlessly with the active and more erratic journey of the
empowered explorer. Again, there are opportunities for service professionals and designers to
envision and develop new service concepts that are aligned with ambitions of the empowered
explorer and enable them to achieve their goals while fulfilling the strategic objectives of the
118 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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