Post on 17-Jul-2020
confidential not for distribution
confidential not for distribution
Customer Centric Product Innovation Lina Bonapace Jennifer Fraser
Harnessing the Power of Insight:
Five Principles of Design Thinking
{ }Learn Define Ideate Build Validate
Five Principles of Design Thinking
lea
rndefine
iterate iterat
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iterat
e iterate
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build ide
ate
Empathize with the user, customer, client. Listen, observe and engage with them. Understand their desires, needs, challenges and problems.
Learn.
Visualize and share your research outcomes by creating a customer journey map
Learn.
Define.
Key stakeholder alignment and collaboration. Define your value proposition.
{ }
Define.
Visualize your value proposition with storyboards.
{ }
Ideate.
Generate many, many ideas!
Ideate.
Visualize your ideas with usage scenarios, concepts and evolving design
Build.
Prototype to see, touch and feel
Build.
Prototype to verify with your users, customers, clients and stakeholders
Five Principles of Design Thinking
1User | Product | Context
ListenObserveAsk Questions
Empathize with the user, and understand their problems
Likes & DislikesPain points“In an ideal world...”
learn 2 defineArticulate what the problems & opportunities are based on the findings from the first phase.
Get feedback on:
End goal: Improve the user experienceSelect one problem or opportunity to address
Does this align with their needs?Is anything missing? { } Get feedback on:
Do these provide a better userexperience?Have their needs beenaddressed?
3 ideateGenerate ideas
What are all the potential solutions?
How can you build on the opportunities?Visualize the solutions that...Addresses user needsNo boundaries“Think outside the box”
Learn. Interview a partner. 10 minutes (2 interviews x 5 minutes each)
What works? What doesn’t work? What types of issues are you seeing or hearing?
Notes from your interview
Iterate. Test your ideas and get feedback. 15 minutes (2 interviews x 7 minutes each)
Capture feedback here
Define. Articulate the problem you want to solve or opportunity that you want to address. Define your value proposition. (10mins) I noticed…
(events, a process, gaps or pain points)
I want to help with _______________________________________________ problem to solve or opportunity to develop
{ }
Iterate. Verify your value proposition and get feedback. 15 minutes (2 interviews x 7 minutes each)
Capture feedback here
Sketch (or describe) at least 3 different and delightful ways to meet your users’ needs.
Ideate.
Iterate. Test your ideas and get feedback. 15 minutes (2 interviews x 7 minutes each)
Capture feedback here
Build. Refine your ideas and make (prototype) your solution. 20 minutes
Iterate and improve your idea.
Use anything and everything that can be useful to convey your solution: Paper, Markers, Post-it Notes, Paper Clips, Improv, Spoken Word Poetry
Iterate. Test your prototype and get feedback. 15 minutes (2 interviews x 7 minutes each)
Capture feedback here
Key Takeaways
Talk to your users to find out how you can help them Co-create to find solutions to user’s problems & opportunities to improve experiences Validate potential solutions with your users Refine the solution and build a prototype Test the prototype with users
Key Takeaways
The key to great design solutions is iterating on the design and collecting user feedback throughout the whole cycle and not just at the end.
confidential not for distribution
Thank you.
confidential not for distribution
macadamian.com
confidential not for distribution
Appendix
Workshop description: Harnessing the power of customer Insight
Want to experience first hand how strategic thinkers, stakeholders, researchers, designers and builders can create disruptive solutions for your organization? Want discover how an acute understanding of customers and user experience can drive innovation into your financial products and services? If so, this fun deep dive interactive workshop is for you.
Workshop description (continued)
Jennifer and Lina will drive you through a 3 phase experiential journey in which you will actively co-create concepts that are informed by emerging “Design Thinking” approaches. Our time together will be broken down into: An intro into why Participatory approaches and OVOC (observational voice of the customer) are so effective for understanding and designing for customer’s evolving needs and desires An interactive “Design Thinking” activity to experience the power of the working with users You will leave having created a customer value-based product/service but more importantly you will have a better understanding of the “Design Thinking” approach that can help you harness customer insights for your product innovation!
About Macadamian
Full-service design and development consultancy Global company with offices in Canada, US, Armenia and Romania
250+ employees and growing
500+ global clients
1000+ projects
88% customers are repeat customers