Lean has transformed the way work is done, eliminating waste and increasing value provided to customers. How has Lean impacted design - from Agile to Lean Start Ups? What is a simple method to use in designing for Lean services? How is Lean Design being leveraged to make services simpler in the public sector?

1. Design for Lean
Services
Designing for maximum value
and minimum waste

2. ©2016 GlobeNorth,LLC Allrights reserved
What we will cover
• Lean and Design
• Design for Lean Services
• Getting Started

3. ©2016 GlobeNorth,LLC Allrights reserved
Lean and Design
• Lean programs usually start with focus on continuous
improvement of existing processes
• Emphasisis on identifying quick wins resulting from
simple solutions to simple problems
– Removing bottlenecks
– Reducing defects
• Rarely in early phases of deployment is Design for
Lean considered
• As programs mature, leaders at all levels should look
for opportunities to “start with a blank sheet,”
especially for new processes or ones being considered
for major redesign including IT investment

4. ©2016 GlobeNorth,LLC Allrights reserved
When to Design for Lean?
• When a new service is required - for example
supporting a new statute
• When major investments - such as IT
enablement are planned and process should
be redesigned prior to development
• When an existing process is no longer
capable even with some improvement to
meet changing requirements

5. ©2016 GlobeNorth,LLC Allrights reserved
Lean Manufacturing and Design
• Lean focuses on customer value
• Lean requires building in concepts of 5S andContinuous Flow
• Lean requires screening out sources of input and process variation that could cause defects
• Lean requires respecting people, hearing their ideas and concerns
Value
Value
Stream
Flow
Pull
PerfectionLean Principles

6. ©2016 GlobeNorth,LLC Allrights reserved
CurrentThinking on Lean and Design
• DesignThinking
• Lean Start Up
• Agile Development
Source: Xavior Miller

7. ©2016 GlobeNorth,LLC Allrights reserved
Lessons from DesignThinking
• Empathize – observe and
achieve understanding of
customer needs
• Define – the opportunity
• Ideate –to many approaches
to satisfy need
• Prototype – select alternatives
• Test – alternatives for ability to
meet needs
• Iterate as requiredDesignThinking

8. ©2016 GlobeNorth,LLC Allrights reserved
Lessons from Lean Startup
• Hypothesis – Next big idea
• UVP – unique value
proposition
• MVP – Minimum viable
Product
• Refine – Product
• Execute – Build the business
Lean Startup
Source: Eric Ries, The Lean Startup

9. ©2016 GlobeNorth,LLC Allrights reserved
Lessons from Agile Development
• Plan – work pulling from
product backlog
• Design, Build,Test – code
based on requirements
• Review – with product owner
• Do it again - work in sprints to
continuously increment value

10. ©2016 GlobeNorth,LLC Allrights reserved
Distilling Essentials of Lean Design
Focused on customer value
Open to new ideas
Keeping things simple
Moving fast
Frequently iterating
DesignThinking
Value
Value
Stream
Flow
Pull
PerfectionLean Principles
Plan
DoCheck
Act

11. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value Needed
Consider
Delivery
Options
Design for Lean
Operation
Test & Learn
Revise &
Release

12. ©2016 GlobeNorth,LLC Allrights reserved
Lean Design for the Public Sector:
Private Public
Market Customers Citizens
Demand generated by Marketing & Sales Statute andCustomer Need
Process triggered by Customer request Citizen request
Process completed when Customer pays Citizen receives approval, license, etc.
Competitive pressures Customer can switch to another service provider Citizens and businesses can choose to move
Measures of success Customer Satisfaction, Revenue Growth, Profitability Citizen Satisfaction,Compliance with Statutes,Within Budget
Penalties for poor performance May require remuneration for missed service levels Citizen and business complaints
The citizen is your customer, work out from their need.
Observe how they engage through your process.
Make things simple for them.
I CITIZENS

13. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value
Needed
Consider
Delivery
Options
Design for
Lean
Operation
Test & Learn
Revise &
Release
• Observe & Empathize
– Watch how, when and where customers
engage, noting unmet needs or opportunities
to provide new value.
Tools:
Gemba
Customer Interview
Ethnographic Analysis
Voice of the Customer
Journey Mapping

14. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value
Needed
Consider
Delivery
Options
Design for
Lean
Operation
Test & Learn
Revise &
Release
• Understand Value Needed
– Determine what customer most need and
how they would like to have that need met.
Tools:
Voice of the Customer
Ethnographic Analysis
Journey Mapping
Customer Insight Workshop

15. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value
Needed
Consider
Delivery
Options
Design for
Lean
Operation
Test & Learn
Revise &
Release
• Consider Delivery Options
– Diverge, generating many new ideas,
opening aperture to include completely
new approaches to deliver value.
Tools:
Ideation workshop
Brainstorming Techniques
Customer Dreaming Session

16. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value
Needed
Consider
Delivery
Options
Design for
Lean
Operation
Test & Learn
Revise &
Release
• Design for Lean Operation
– Converge, selecting simplest way to deliver
value, including only what is needed, optimizing
input & process elements to reduce potential for
defects & ensure continuous flow.
Tools:
Value Stream Mapping
Error Proofing
Demand Smoothing

17. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value
Needed
Consider
Delivery
Options
Design for
Lean
Operation
Test & Learn
Revise &
Release
• Test & Learn
– Engage customers directly through
prototyping, assessing fit for purpose.
Tools:
Process Simulation
Piloting
Customer market-testing

18. ©2016 GlobeNorth,LLC Allrights reserved
Design For Lean Services
Observe &
Empathize
Understand
Value
Needed
Consider
Delivery
Options
Design for
Lean
Operation
Test & Learn
Revise &
Release
• Revise & Release
– Address insights gleaned from
testing, improving fit for purpose,
then implement new service.
Tools:
Value Stream Mapping
30-60-90 Day Plan
Communication Plan

19. ©2016 GlobeNorth,LLC Allrights reserved
To get started…
• Start with a blank sheet
• Focus on your customers
• Work out from need
• Add only that which adds value
• Leave out the rest
• Try that

20. Summary
Lean concepts are key to design methods
Lean design is a continuous, fast and
iterative process of rethinking work
Design For Lean Services derives simplest
path to providing customer value
To get started, start with a blank sheet and
focus on your customers…

21. ©2016 GlobeNorth,LLC Allrights reserved
Gregory North
President, Globe North, LLC
Gregory.North@globenorth.com
www.globenorth.com
Positioning your organization for excellence
©2016 Globe North, LLC All rights reserved