design thinking pex australia_july_2016_final
TRANSCRIPT
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 [email protected]
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
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ConfirmCustomerChoices
ORCAAssessment.UnderstandOrganizationMaturity
SuccessfulCustomerOutcomeMapping
ProcessActivityMappingAs-Is
ChooseOptimizeAlignorInnovate
ActionPlanning
ProcessActivityMappingTo-Be
Integration&RollOut
ORCARefinement&Development
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DATES FOR YOUR DIARY
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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