A collaboration of:

Design Thinking:

A More Insightful Approach to Problem-Solving

Alice Dawson

SAP

The “Never Say Never” Hallway

“Heavier-than-air flying machines are

impossible.”

- Lord Kelvin, president, Royal Society, 1895

“The concept is interesting and well-formed, but

in order to earn better than a ‘C’, the idea must be

feasible.”

- Yale University management professor in response to Fred Smith’s

paper proposing reliable overnight delivery service.

“This telephone has too many shortcomings to

be seriously considered as a means of

communication. The device is inherently of no

value to us.”

- Western Union internal memo, 1876

“I think there is a world market for maybe five

computers.”

- Thomas Watson, Chairman of IBM, 1943

“640kb ought to be enough for anybody.”

- Bill Gates, 1981

“Their beer is cold and their showers are hot.

That’s the extent of caring about customer

service”

- C Level Executive of a Utility, 2010

Introduction and Overview

The Value

Engaging in the Process

Questions

Design Thinking

Introduction and Overview

The Value

Engaging in the Process

Questions

Design Thinking

What is Design Thinking ?

Design Thinking is an interesting and

revolutionary approach to Innovation. This approach

helps create new User Experience (including

Usability / User Interaction)

for any products, services, processes, events, software

applications and even policies.

Business ( Viability )

People (Desirability)

Technology (Feasibility)

Experience Innovation Emotional

Innovation

Functional Innovation

Process Innovation

What is the Design Thinking Process?

Slide 12

Slide 13

What is the Design Thinking Process?

Goal

Phase

Divergence

& Convergence

Mindset

Creating

Choices

Making

Choices

Creating

Choices

Making

Choices

Exploring the Problem Space Exploring the Solution Space

Imagine the “ideal”

Output

Introduction and Overview

The Value

Engaging in the Process

Questions

Design Thinking

Slide 15

What is the Value of Design Thinking?

Goal

Phase

Divergence

& Convergence

Mindset

Creating

Choices

Making

Choices

Creating

Choices

Making

Choices

Exploring the Problem Space Exploring the Solution Space

Imagine the “ideal”

Output

IUC Design Challenges

Slide 16

• 1. How do we effectively manage grid stability with the growth of alternative energy sources?

• 2. How might we achieve a higher level of billing excellence?

• 3. How might we drastically reduce accounts receivables.

• 4. How might we improve customer satisfaction?

• 5. How can we increase the use of smart grid technology to meet or exceed regulations?

• 6. What would be the best way to educate customers (Residential, C/I) on reducing daily utilities?

• 7. What do we need to do to prepare for electric vehicles?

Introduction and Overview

The Value

Engaging in the Process

Questions

Design Thinking

Sample Workshop Agenda

Slide 18

Day One Day Two

Synthesis (Continued) Clustering, Journey Map, Point-of-

View and Persona

Ideation Introduction to Ideation &

techniques Generate ideas, build up and blend

ideas Cluster and prioritize ideas

Prototyping

Introduction to Prototyping

Start prototyping

Kick-Off Introduction, Team Forming Overview and Introduction to

Design Thinking

Scoping Intro to the Design Challenge Completion of the Scoping

360° Research Introduction to 360° Research Sample techniques Research

Synthesis I/II Introduction to Synthesis Storytelling & wall of data

Day Three

Prototyping (Continued)

Validation Introduction to Validation Iterate prototype Presentation & feedback

Wrap Up Review / Feedback

What is on Your “Never Say Never”?

Slide 19

A collaboration of:

Alice Dawson SAP

alice.dawson@sap.com