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Chief Customer Officer USA 2018 - Matthews Diamanti, Mc Graw Hill

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Chief Customer Officer USA took place in Miami from January 30th to February 1st 2018. The forum has established itself as an unparalleled platform for Chief Customer Officers and CX leaders to come together to collaborate, learn and share in practical "how to" strategies to benefit their organizations. creating a platform of discourse for the evangelism of customer centricity in modern day business and the sharing of best practices in accelerating the Chief Customer Officer road-map. Attracting over 130+ senior CX leaders and Chief Customer Officers, Chief Customer Officer USA 2018 dealt with a number of key topics and themes ranging from strategy alignment across silos, providing and proving the business case for customer strategies, attaining and maintaining buy-in, through to recruitment policies and building a customer centric culture of innovation. Across three days of networking, riveting keynotes and highly-interactive discussion sessions, attendees took home tangible and practical advice.

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Chief Customer Officer USA 2018 - Matthews Diamanti, Mc Graw Hill

  1. 1. Human-centered Design What is it and why does it matter? Matt Diamanti | Vice President of Product Innovation | 2.1.18
  2. 2. Who am I? Training Healthcare Leading Innovation Teams Leading CX & UX Teams Leading Product & Portfolio Management Teaching Executives and Teams About Design Matt Diamanti | Vice President of Product Design & Innovation for MHE | M.Des Human-centered Design Education Where What
  3. 3. The Charge Train our employees in HCD values Train our employees in HCD skills Provide ongoing coaching, motivation, and support Focus on applying it to strategic planning & NPD Partner on high priority initiatives Build a culture of HCD in our International Division The Ask The Approach
  4. 4. Being outside-in is being different Teamwork Method Thinking An outside-in company utilizes human-centered design thinking, methods, and teamwork in addition to traditional business thinking and methods.
  5. 5. Being outside-in is being different Teamwork Method Thinking An outside-in company utilizes human-centered design thinking, methods, and teamwork in addition to traditional business thinking and methods.BE
  6. 6. Being outside-in is being different Teamwork Method Thinking An outside-in company utilizes human-centered design thinking, methods, and teamwork in addition to traditional business thinking and methods.
  7. 7. HCD Modeling & Ideation Rapid Prototyping Deep Ethnography Human-centered design utilizes deep ethnography, modeling & ideation, & rapid prototyping to understand the customer’s needs & solutions. Teamwork Method Thinking
  8. 8. Different thinking Change Openness Solution System People Community Feeling & Doing Design AttitudesBusiness Attitudes Conservation Stability Problem Part Thing Individual Thinking What we think people do Surveys & quantified data What people actually do Deep Ethnography vs
  9. 9. Thoughtless Acts
  10. 10. Different thinking Being Open by removing our habitual modes of thinking and biases Ultimately, design thinking is about
  11. 11. Different teamwork vs We co-create what’s “right”I persuade you I’m right
  12. 12. Different teamwork
  13. 13. Different teamwork Being Empathetic by removing the walls between us, our teammates and our customers, and by removing our desire to control, but rather truly, deeply, and intimately collaborate Ultimately, design teamwork is about
  14. 14. Different method Prototype TestingExperience PrototypeQualitative Field Research Project Initiation Design Method Business Case ProjectCharter vs Market RequirementsQuantitative Market ResearchProjectCharter Execution Traditional Method Business Case ProductRequirements We start with constraints, then hopefully validate and, perhaps, pray We start with a problem to understand, experiment and then create constraints
  15. 15. Quick and dirty! Prototype TestingExperience PrototypeQualitative Field Research Project Initiation Design Method Business Case ProjectCharter Low fidelity and low expense. 5x5x5 - 5 people, 5 weeks, $5k
  16. 16. The Course Idea Community allows users to access and share instructor-created resources such as course outlines, lecture slides, test banks, case studies, group-work assignments, and in-class discussion ideas. Enables collaboration and sharing ideas between instructors and professors across the globe Encourages instructors to share teaching resources such as course design suggestions, outlines, handouts, etc. Awards earned for creating and sharing content can be shared to external social media sites such as LinkedIn, Quora, ResearchGate, etc. Instructors can instant message with instructors across the globe to ask questions,brainstorm ideas, and share resources. Group forums can be created based on subjectarea, class structure (flipped, blended,etc) and other attributes. Resourcesare evaluated and ranked by the community to help members determine which resources are mostoften used.
  17. 17. Different method vs
  18. 18. We created and tested 20 of these over a 6 week period Instructors can instant message with instructors across the globe to ask questions,brainstorm ideas, and share resources. Group forums can be created based on subjectarea, class structure (flipped, blended,etc) and other attributes. Resourcesare evaluated and ranked by the community to help members determine which resources are mostoften used.
  19. 19. Method Being Playful by being open to many possibilities and exploring them without doubt or hesitation prior to making a final decision on what to build Ultimately, design method is about
  20. 20. India!
  21. 21. India! Survey says! My commute is noisy but I must study during it
  22. 22. Survey says! Tech skills for crew are below average
  23. 23. ©2014 McGraw-HillEducation. Confidential and Proprietary. Not for redistribution.
  24. 24. HAHAHHAHA!
  25. 25. We have to start over…
  26. 26. Being outside-in is being different Teamwork Method Thinking An outside-in company utilizes human-centered design thinking, methods, and teamwork in addition to traditional business thinking and methods.BE
  27. 27. Thank you!

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