Design thinking a more insightful approach to problem-solving
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Transcript of Design thinking a more insightful approach to problem-solving
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A collaboration of:
Design Thinking:
A More Insightful Approach to Problem-Solving
Alice Dawson
SAP
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The “Never Say Never” Hallway
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“Heavier-than-air flying machines are
impossible.”
- Lord Kelvin, president, Royal Society, 1895
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“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.
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“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
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“I think there is a world market for maybe five
computers.”
- Thomas Watson, Chairman of IBM, 1943
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“640kb ought to be enough for anybody.”
- Bill Gates, 1981
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“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
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Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking
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Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking
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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
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What is the Design Thinking Process?
Slide 12
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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
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Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking
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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
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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?
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Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking
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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
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What is on Your “Never Say Never”?
Slide 19