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Putting Design Thinking to Work with Buck Bard of Canary.Works

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Putting Design Thinking to Work with Buck Bard of Canary.Works

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Reimagining and reinventing customer support is expensive and hard. We hear that all the time. But it doesn’t have to be. In fact, if you do it “right” it can be fairly cheap and fun. In this session, we will look at using a Design Thinking approach to imagine new realities, create prototypes quickly and cheaply, and iterate on this to create a roadmap to your transformation.

Perhaps most important is that we will discuss some of the freely available tools that will help and guide you through the Design Thinking landscape. Unlike most speeches, we will give you specific, tangible baby steps to take once you get back to your own work lives.

Three Takeaways

1) Understand the power of Design Thinking
2) Imagine what Design Thinking can do for you
3) Know what tools are available and where to find them

Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.

Reimagining and reinventing customer support is expensive and hard. We hear that all the time. But it doesn’t have to be. In fact, if you do it “right” it can be fairly cheap and fun. In this session, we will look at using a Design Thinking approach to imagine new realities, create prototypes quickly and cheaply, and iterate on this to create a roadmap to your transformation.

Perhaps most important is that we will discuss some of the freely available tools that will help and guide you through the Design Thinking landscape. Unlike most speeches, we will give you specific, tangible baby steps to take once you get back to your own work lives.

Three Takeaways

1) Understand the power of Design Thinking
2) Imagine what Design Thinking can do for you
3) Know what tools are available and where to find them

Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.

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Putting Design Thinking to Work with Buck Bard of Canary.Works

  1. 1. #idw2018
  2. 2. #idw2018 Putting Design Thinking to Work How you get things done
  3. 3. #idw2018 Innovation and Design Thinking are acts of imagination.
  4. 4. #idw2018 Design Thinking is a human-centric process from which new perspectives emerge.
  5. 5. #idw2018 Design Thinking is a human-centric process from which new perspectives emerge.
  6. 6. #idw2018 Engineers solve problems by analysis, while Designers solve problems with synthesis.
  7. 7. #idw2018 Empathize Define Ideate Prototype Test
  8. 8. #idw2018
  9. 9. #idw2018 The Tools Design Thinking Applied
  10. 10. #idw2018
  11. 11. #idw2018
  12. 12. #idw2018
  13. 13. #idw2018
  14. 14. #idw2018
  15. 15. #idw2018
  16. 16. #idw2018
  17. 17. #idw2018 https://www.linkedin.com/in/buckbard/ https://Canary.Works/idw2018
  18. 18. #idw2018 Innovation and Design Thinking are acts of imagination.

Editor's Notes

  • The Focus is on the Customer, not the Technology.
  • The Focus is on the Customer, not the Technology.
  • This is the “two sides of the same coin” discussion. Use the example of needing BOTH an architect AND engineers to build a world-class building.

    Too often we just focus on the engineering.


    Design thinking is a methodology that we use to solve complex problems, and it’s a way of using systemic reasoning and intuition to explore ideal future states. We do this with the end user or the customer in mind, first and foremost.
  • The real value is that the outcomes of design thinking are often more successful because they are better aligned with a human need/pain.
  • Special tools allow us to identify unseen value.
  • Empathy Maps allows us to dig into our user on an emotional level
  • Find your extreme users. If you can solve for them, you can solve for everyone.

    Talk about confirmation bias.

  • Journey Maps help us understand the interactions between us, our products and services, and our users
  • Service Blueprints help us identify every point of interaction and most importantly critical moments and trouble spots
  • Special tools allow us to identify unseen value.
  • Talk to CAT using IoT and DT to come up with a whole new business model, simply by changing perspective.

    “… Caterpillar provide its existing customers with software and services that increase the value of its offerings by cutting operating costs and increasing productivity. These software and services perform a variety of tasks, including predictive maintenance and making its machines autonomous. Bucklar shared that Caterpillar saved a mining client over $600,000 in lost production costs by using predictive maintenance tools to predict and ultimately cut down on one of its machine's downtime.”

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