design thinking pex australia_july_2016_final

Examining Design Thinking & It’s Impact on your Customer’s Needs

Steve Towers

What is Design Thinking?Why do we need it?Who is doing it?What can it do for process excellence doers?Examples & Results Delivered…

Examining Design Thinking and it’s Impact on your Customer’s Needs

STEVE TOWERS@stowersStevebtowers.com

BP GROUP FOUNDER & CEO STEVE TOWERS

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ExaminingDesignThinkingandIt’sImpactonyourCustomer’sNeeds

ExaminingDesignThinkingandIt’sImpactonyourCustomer’sNeeds

to Herbert A. Simon's 1969 The Sciences of the Artificial

Robert McKim's 1973 Experiences in Visual Thinking.

Peter Rowe's 1987 Design Thinking

David M. Kelley, who founded IDEO in 1991

Richard Buchanan's 1992 article "Wicked Problems in Design Thinking"

DesignThinkingConcept

Systems Thinking

Intuitive Thinking

AnalyticalThinking

DesignThinking

DesignThinking(Original)Process

DesignThinkingOutside-InProcess

DESIGN THINKINGAgree theSuccessful CustomerOutcome

Define the Process

Create & ConsiderMany Options

Refine & ReviewSelected Options

Repeat

Pick the Winner!

Implement

Outside-In

DESIGN THINKINGAgree theSuccessful CustomerOutcome

Outside-In

DESIGN THINKINGAgree theSuccessful CustomerOutcome

Define the Process

Outside-In

DESIGN THINKINGAgree theSuccessful CustomerOutcome

Define the Process

Create & ConsiderMany Options

Outside-In

DESIGN THINKINGAgree theSuccessful CustomerOutcome

Define the Process

Create & ConsiderMany Options

Refine & ReviewSelected Options

Repeat

Pick the Winner!

Implement

Outside-In

DESIGN THINKINGAgree theSuccessful CustomerOutcome

Define the Process

Create & ConsiderMany Options

Refine & ReviewSelected Options

Repeat

Pick the Winner!

Implement

Outside-In

“We believe progress starts with a deep understanding of our customers.

That’s why Design Thinking is our go-to method for building the products and experiences that our customers need. This human-centered methodology, coupled with a “fail fast” attitude, allows us to quickly identify, build, and test our way to success.

We spend less time planning, more time doing, and, above all else, challenge ourselves to see the world through the eyes of our customers every step of the way,” says Huang.

Evelyn Huang, VP of Design Thinking and Strategy at Capital One

EvelynHuang,VPofDesignThinkingandStrategyatCapitalOne

“traditional process skill sets such as Lean and Six Sigma will remain relevant, but will need to be adapted to better support customer-obsession, with a focus on analyzing and redesigning business processes to win, serve, and retain customers.”

Clay Richardson, Principle Architect at Forrester

How design thinking and digital are helping Vision Australia collaborate…

CMO of the not-for-profit organisation shares how its latest digital communications investment is not just breaking down organisational silos, it's also improving customer experiences http://bit.ly/29BqTV8

“We couldn’t interact together or with clients, information was very difficult to navigate, and it wasn’t aligned with our goals of breaking down organisational silos,” McAlpine said. “We also wanted to link what we do as a business back to the customer experience as an organisation. That’s central to the decisions we made.”

Megan McAlpine, CMO, Vision Australia

www.bpgroup.orgwww.bpgroup.orgwww.bpgroup.org

ConfirmCustomerChoices

ORCAAssessment.UnderstandOrganizationMaturity

SuccessfulCustomerOutcomeMapping

ProcessActivityMappingAs-Is

ChooseOptimizeAlignorInnovate

ActionPlanning

ProcessActivityMappingTo-Be

Integration&RollOut

ORCARefinement&Development

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DATES FOR YOUR DIARY

THURS– PEX MASTERS CPP34 – Jul 28

MELBOURNE 9th MASTERS CPP12345 – Nov 14-17

SYDNEY 17th MASTERS CPP 12345 – Nov 21-24

SYDNEY 5th CHAMPIONS CPP 678 – Nov 28-30

What is Design Thinking?Why do we need it?Who is doing it?What can it do for process excellence doers?Examples & Results Delivered…

Examining Design Thinking and It’s Impact on your Customer’s Needs

Examining Design Thinking and It’s Impact on your Customer’s Needs

Steve Towerswww.stevebtowers.com