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Interaction South America 2013 / Arne van Oosterom
 

Interaction South America 2013 / Arne van Oosterom

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Keynote by Arne van Oosterom at the Interaction South America 2013 conference in Recife Brazil.

Keynote by Arne van Oosterom at the Interaction South America 2013 conference in Recife Brazil.

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    Interaction South America 2013 / Arne van Oosterom Interaction South America 2013 / Arne van Oosterom Presentation Transcript

    • Interaction South America Brazil / Nov. 13-16 2013 Arne van Oosterom
    • @DesignThinkers
    • why do I do what I do?
    • We have to humanize organisations
    • we are a community of entrepreneurs
    • UK since 2011 USA since 2010 Spain since 2013 Netherlands since 2007 Germany since 2011 China since 2013 Israel since 2012 Singapore since 2012 Brazil since 2012 Chile since 2010 * Developing Established Partners Uruguay since 2013 Argentina since 2013 Australia since 2013
    • we are a global multidisciplinary team of freethinkers
    • We are featured in many international publications. We are co-author of the award winning book This is Service Design Thinking.
    • new organisational model
    • we created our serendipity machine
    • new businessmodel
    • new consultancy
    • When you want to differentiate your organisation you’ll have to build a different organisation.
    • so that’s me...
    • case-studies are only about outcomes and never about what realy happened...
    • You learn to DO stuff by... DOING stuff
    • anyway....
    • I don’t know who you are
    • People have biases and heuristics
    • value co-creation
    • I have some questions for you
    • what is really important to you?
    • what is really really really important to you?
    • Health & Happiness
    • what’s more important?
    • Does you company focus on making you happy & keeping you healthy?
    • Does you company focus on making the people you love happy & healthy?
    • Does you company focus on making their customers happy & healthy?
    • Why Not?
    • What is more important?
    • Better society?
    • Better future?
    • Planet?
    • Money?
    • What is money for?
    • Healthcare and/or happiness is the core-business of all organizations.
    • Most of them are just very bad at it
    • A Bank ... and trust
    • Create a radically new offering and you can differentiate yourself... be value driven opportunity
    • An Insurance Company ... and the “fine print”
    • opportunity Understanding what people are trying to do, and invest in understanding and helping existing customers reach goals, this will open up a wide range of possibilities.
    • A Hospital ... and not being empathetic
    • opportunity Developing truly human centered health services for people is an wide open and empty space…
    • A Consumer Electronics Company And “being so big, simply surviving takes up all your time and energy”
    • Build a culture of trust to allow people to collaborate in multidisciplinary teams, interact with real customers and develop empathy. Understanding value-creation will lead to new insights and opportunities. opportunity
    • A Foodstuff Company and slowly poisoning your own customers
    • Developing small, local solutions by local teams, but globally connected by shared values and vision. opportunity
    • a Telco and seeing your customer as your enemy
    • a Telco there is room for a brand that walks the talk, a brand people trust, no contracts aimed to lock you in, simple, pay for what you get, without confusing the hell out of people with bundles or boxes and providing real service
    • So what is the problem?
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • What all these companies share: Silo’s make them inflexible Risk-averse culture Employees feel powerless No shared values and vision KPI’s and incentives are not customer centric Linear and short-term mindset Short-term thinking No real sense of urgency They are competing in a sea of sameness
    • We have an opportunity to make a real change.
    • How can you make a difference?
    • By challenging ourselves
    • Not sticking to our mistakes
    • Questioning ourselves
    • Learn to Unlearn
    • Look at the bigger picture
    • Design Thinking enables you to zoom-in-and-out
    • Design Thinking allows you to ask questions, unpack systems, see context, try experiment and learn from making mistakes and make better decisions
    • Design Thinking supports the multi-dimensional person you are
    • Design Thinking empowers the generalist inside of you
    • Design Thinking builds empathy
    • We need to humanize organisations
    • Because ultimately business is or should be about creating value with people and for people.