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Workshop: Invest Time and Resources for Optimal User …profitability) FEASIBILITY (technical)...
Transcript of Workshop: Invest Time and Resources for Optimal User …profitability) FEASIBILITY (technical)...
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Workshop: Invest Time and Resources for Optimal User Adoption
Phil Freegard Head of Digital Transformation Practice Infosys Management Consulting
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
• Introduction
• Practical exercise (approx 60 mins) – Introduction
– Fastaff overview from Cynthia Bynum
– User interview – Phil & Cynthia
– Personas
– Ideation
– Prototyping & testing
• Oracle Sales Cloud demonstration – by Thomas Quigley and Wendy Bales, Oracle (15 mins)
• User adoption case study – Atradius presented by Rupinder Kahlon, Infosys (15 mins)
Agenda
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
The key question is: How can we reimagine the sales process for Fastaff (as this will help to increase user adoption)
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
By the end of this session we will have:
• Ideas for how we can improve the sales process (and generate ideas for Oracle Sales Cloud)
• Prototypes that we can test
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
A Design Thinking approach 5
DESIRABILITY (emotional)
VIABILITY (profitability)
FEASIBILITY (technical)
Emotional Innovation Experience
Innovation
Process Innovation
• Brands • Relationship
s • Marketing
Design Thinking: • Assists creative solutions
• Is good with poorly defined problems
• Is Customer centric and iterative
• Encourages experimentation and prototyping
• Is not always the right approach
Technology Innovation
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
The Design Thinking process
Where is the problem?
Agenda for action?
Problem Finding Problem Solving
6
Widen the problem
space Focus
Widen solution
space Focus
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 7
Cynthia Bynum Director of Marketing Fastaff Travel Nursing & U.S. Nursing Corp
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
The Design Thinking process
Where is the problem?
Agenda for action?
Problem Finding Problem Solving
8
Widen the problem
space Focus
Widen solution
space Focus
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Michelle: Fastaff Sales Director
Demographics: (Facts) • 46 years old, she grew up in arid Arizona
• Currently lives in Austin, TX with her two small
children in the form of dogs
• Runs 3 miles every morning along Barton
Springs Greenbelt
• Enjoys travelling to foreign countries and
currently learning to speak French
Behaviors: (Verbs) • Likes having her work documented and in one
place
• Emails updated staffing list to Steve each week
• Meets key clients once a week to close major
deals
Needs: • Needs to be able to see all of her client
requirements in one place in order to
accurately staff qualified nurses
• Needs to be able to focus on the client not on
too much management reporting
• Needs to understand her client’s point of view
as well as timelines
• Needs to have a future view of potential
projects coming out of the pipeline
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Demographics: • 54 years old, born in Los Angeles and now
resides in Oakland, California
• Studied biomedical engineering at USC
• Has a 20 year old daughter studying political
science
• Always follows the speed limit when driving
• Enjoys long walks after dinner, when the sun
has set
Behaviors: • Has a subscription to Modern Health Care, and
“occasionally” flips through his wife’s
Cosmopolitan magazines
• Travels due to different hospitals under his
management but returns home on the
weekends to spend time with his wife and
daughter
Steve: National Health Services Co.’s Director of Personnel
Needs: • Needs a system to help facilitate staffing of
personnel • Routinely collects estimated personnel needs
• Communicate with heads of various
departments across the hospitals Steve
oversees
• Keep historical record of temporary nurses used
• Needs to have trust that Michelle will have the
number of qualified nurses he will need
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Michelle: Fastaff Sales Director
Demographics: (Facts) • 46 years old, she grew up in arid Arizona
• Currently lives in Austin, TX with her two small
children in the form of dogs
• Runs 3 miles every morning along Barton
Springs Greenbelt
• Enjoys travelling to foreign countries and
currently learning to speak French
Behaviors: (Verbs) • Likes having her work documented and in one
place
• Emails updated staffing list to Steve each week
• Meets key clients once a week to close major
deals
Needs:
3 minutes
Sketch✓
Needs✓
As individuals
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Demographics: • 54 years old, born in Los Angeles and now
resides in Oakland, California
• Studied biomedical engineering at USC
• Has a 20 year old daughter studying political
science
• Always follows the speed limit when driving
• Enjoys long walks after dinner, when the sun
has set
Behaviors: • Has a subscription to Modern Health Care, and
“occasionally” flips through his wife’s
Cosmopolitan magazines
• Travels due to different hospitals under his
management but returns home on the
weekends to spend time with his wife and
daughter
Steve: National Health Services Co.’s Director of Personnel
Needs:
3 minutes
Sketch✓
Needs✓
As individuals
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Michelle: Fastaff Sales Director
Demographics: (Fact s)• 46 years old, she grew up in ar id Ar izona• Cur rent ly lives in Aust in, TX wit h her t wo
small children in t he for m of dogs
• Runs 3 miles ever y morning along Barton
Spr ings Greenbelt
• Enj oys t ravelling t o foreign count r ies and cur rent ly learning t o speak French
Behaviors: (Verbs)• Likes having her work documented and in
one place
• Emails updated staf fing list t o Steve each
week
• Meet s key client s once a week t o close
maj or deals
Needs:• Needs to be able t o see all of her client
requirement s in one place in order t o
accurately staf f qualified nurses
• Needs to be able t o focus on t he client
not on t oo much management report ing
• Needs to understand her client ’s point of view as well as t imelines
• Needs to have a f ut ure view of potent ial
proj ect s coming out of t he pipeline
Michelle: Fastaff Sales Director
Demographics: (Fact s)• 46 years old, she grew up in ar id Ar izona• Cur rent ly lives in Aust in, TX wit h her t wo
small children in t he for m of dogs
• Runs 3 miles ever y morning along Barton
Spr ings Greenbelt
• Enj oys t ravelling t o foreign count r ies and cur rent ly learning t o speak French
Behaviors: (Verbs)• Likes having her work documented and in
one place
• Emails updated staf fing list t o Steve each
week
• Meet s key client s once a week t o close
maj or deals
Needs:• Needs to be able t o see all of her client
requirement s in one place in order t o
accurately staf f qualified nurses
• Needs to be able t o focus on t he client
not on t oo much management report ing
• Needs to understand her client ’s point of view as well as t imelines
• Needs to have a f ut ure view of potent ial
proj ect s coming out of t he pipelineMichelle: Fastaff Sales Director
Demographics: (Fact s)• 46 years old, she grew up in ar id Ar izona• Cur rent ly lives in Aust in, TX wit h her t wo
small children in t he for m of dogs
• Runs 3 miles ever y morning along Barton
Spr ings Greenbelt
• Enj oys t ravelling t o foreign count r ies and cur rent ly learning t o speak French
Behaviors: (Verbs)• Likes having her work documented and in
one place
• Emails updated staf fing list t o Steve each
week
• Meet s key client s once a week t o close
maj or deals
Needs:• Needs to be able t o see all of her client
requirement s in one place in order t o
accurately staf f qualified nurses
• Needs to be able t o focus on t he client
not on t oo much management report ing
• Needs to understand her client ’s point of view as well as t imelines
• Needs to have a f ut ure view of potent ial
proj ect s coming out of t he pipeline
Demographics:• 54 years old, born in Los Angeles and now
resides in Oakland, California
• St udied biomedical engineer ing at USC
• Has a 20 year old daughter st udying
polit ical science
• Always follows t he speed limit when dr iving• Enj oys long walks af ter dinner, when t he
sun has set
Behaviors:• Has a subscr ipt ion t o Modern Healt h Care,
and “occasionally” fl ips t hrough his wife’s
Cosmopolitan magazines
• Travels due t o dif f erent hospitals under his
management but ret urns home on t he
weekends to spend t ime wit h his wif e and daughter
Steve: Nat ional Healt h Services Co.’s Director of Personnel
Needs:• Needs a system to help facilitate staf fing of
personnel• Rout inely collect s est imated personnel needs
• Communicate wit h heads of var ious
depart ment s across t he hospitals Steve
oversees
• Keep hist or ical record of t emporar y nurses
used
• Needs t o have t rust t hat Michelle will
have t he number of qualified nurses he
will need
Demographics:• 54 years old, born in Los Angeles and now
resides in Oakland, California
• St udied biomedical engineer ing at USC
• Has a 20 year old daughter st udying
polit ical science
• Always follows t he speed limit when dr iving• Enj oys long walks af ter dinner, when t he
sun has set
Behaviors:• Has a subscr ipt ion t o Modern Healt h Care,
and “occasionally” fl ips t hrough his wife’s
Cosmopolitan magazines
• Travels due t o dif f erent hospitals under his
management but ret urns home on t he
weekends to spend t ime wit h his wif e and daughter
Steve: Nat ional Healt h Services Co.’s Director of Personnel
Needs:• Needs a system to help facilitate staf fing of
personnel• Rout inely collect s est imated personnel needs
• Communicate wit h heads of var ious
depart ment s across t he hospitals Steve
oversees
• Keep hist or ical record of t emporar y nurses
used
• Needs t o have t rust t hat Michelle will
have t he number of qualified nurses he
will need
Demographics:• 54 years old, born in Los Angeles and now
resides in Oakland, California
• St udied biomedical engineer ing at USC
• Has a 20 year old daughter st udying
polit ical science
• Always follows t he speed limit when dr iving• Enj oys long walks af ter dinner, when t he
sun has set
Behaviors:• Has a subscr ipt ion t o Modern Healt h Care,
and “occasionally” fl ips t hrough his wife’s
Cosmopolitan magazines
• Travels due t o dif f erent hospitals under his
management but ret urns home on t he
weekends to spend t ime wit h his wif e and daughter
Steve: Nat ional Healt h Services Co.’s Director of Personnel
Needs:• Needs a system to help facilitate staf fing of
personnel• Rout inely collect s est imated personnel needs
• Communicate wit h heads of var ious
depart ment s across t he hospitals Steve
oversees
• Keep hist or ical record of t emporar y nurses
used
• Needs t o have t rust t hat Michelle will
have t he number of qualified nurses he
will need
Steve
Michelle
Michelle: Fastaff Sales Director
Demographics: (Fact s)• 46 years old, she grew up in ar id Ar izona• Cur rent ly lives in Aust in, TX wit h her t wo
small children in t he for m of dogs
• Runs 3 miles ever y morning along Barton
Spr ings Greenbelt
• Enj oys t ravelling t o foreign count r ies and cur rent ly learning t o speak French
Behaviors: (Verbs)• Likes having her work documented and in
one place
• Emails updated staf fing list t o Steve each
week
• Meet s key client s once a week t o close
maj or deals
Needs:• Needs to be able t o see all of her client
requirement s in one place in order t o
accurately staf f qualified nurses
• Needs to be able t o focus on t he client
not on t oo much management report ing
• Needs to understand her client ’s point of view as well as t imelines
• Needs to have a f ut ure view of potent ial
proj ect s coming out of t he pipeline
Create a
consolidated
Persona for Michelle
or Steve 5 minutes
SHARE
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
The Design Thinking process
Where is the problem?
Agenda for action?
Problem Finding Problem Solving
14
Widen the problem
space Focus
Widen solution
space Focus
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Define:
Steve//Michelle needs a way to_____________________________
surprisingly//because/but_________________________________.
It would be game changing if
___________________________________________________
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Define:
Steve//Michelle needs a way to_____________________________
surprisingly//because/but_________________________________.
It would be game changing if
___________________________________________________
10 minutes
As a group
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
The Design Thinking process
Where is the problem?
Agenda for action?
Problem Finding Problem Solving
17
Widen the problem
space Focus
Widen solution
space Focus
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Ideate: How might we______________________________________________________
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Ideate: How might we______________________________________________________
4 minutes
Individually
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
I deate: How might we______________________________________________________
I deate: How might we______________________________________________________
Pass off to your right and add 3 more ideas – building on the previous ideas
Build More Ideas
4 minutes
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
I deate: How might we______________________________________________________
I deate: How might we______________________________________________________
I deate: How might we______________________________________________________
Share and consolidate in groups
?
4 minutes
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
The Design Thinking process
Where is the problem?
Agenda for action?
Problem Finding Problem Solving
22
Widen the problem
space Focus
Widen solution
space Focus
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Prototype
15 minutes • In groups
• Design a system to meet
Steve or Michelle’s
needs
• Cynthia will be available
to provide feedback
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Testing….
Where is the problem?
Agenda for action?
Problem Finding Problem Solving
24
Widen the problem
space Focus
Widen solution
space Focus
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.
Conclusions
• Use a Design Thinking process • Include the customer • Work quickly and iterate • Consider all needs, especially emotional ones
• Training aids adoption – but should not be necessary
• Adoption occurs through familiar channels