J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development

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My slide deck from the J. Boye Master Class on Digital Business Development at #iwdk in Aarhus:
Design And Digital Sittin' In A Tree. K-I-S-S-I-N-G.

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J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development

  1. 1. J. Boye 
 Digital Business Development Masterclass #iwdk16 www.lauravilsbaek.dk
 kontakt@lauravilsbaek.dk @lauravilsbaek Photo: Micky Wiswedel DESIGN & DIGITAL SITTIN’ IN ATREE
  2. 2. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek PROGRAMME 1. About me 2. DesignThinking 3. DesignThinking tools 4. DesignThinking applied to Digital 5. K-I-S-S-I-N-G
  3. 3. EAAA - Strategiproces for Multimedie og Digital KommunikationLauraVilsbaek - Projektledelse i Praksis - lauravilsbaek.dk • Digital business development: 
 Inspiration, facilitation and process management • Master of Arts • Work: Designit, Skybrud.dk, ZUPA Recommended • Clients: Merial, Goertek, Jyske Bank etc. • www.lauravilsbaek.dk / @lauravilsbaek LAURAVILSBAEK
  4. 4. DESIGNTHINKING
  5. 5. INNOVATION
  6. 6. “Design thinking is a human-centered approach to innovation that draws from the designer's toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success.” —Tim Brown, president and CEO, IDEO
  7. 7. Source: ideo.com INNOVATION
  8. 8. GOOD FOR BUSINESS
  9. 9. Source: http://www.dmi.org/?page=DesignDrivesValue GOOD FOR BUSINESS
  10. 10. IT’S NOT ABOUT THE DESIGNER
  11. 11. IT’S ALL ABOUT PEOPLE
  12. 12. DESIGNTHINKING TOOLS
  13. 13. Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/ THE DESIGN PROCESS
  14. 14. THE DESIGN PROCESS • Understand your users • Users are not rational • Users are emotional • Users are not like you • Users are everything like you • Users are people
  15. 15. UNDERSTANDING USERS
  16. 16. THE USER JOURNEY
  17. 17. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek It’s all about actions and actual user experience THE USER JOURNEY
  18. 18. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Remembering entire sequences: Before, during and efter
  19. 19. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Identifying touch points
  20. 20. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Identifying hassles
  21. 21. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Identifying peak + end
  22. 22. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Identifying your baseline
  23. 23. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Identifying moments of loyalty
  24. 24. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY Identifying ambassadors
  25. 25. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek THE USER JOURNEY …involving new users…
  26. 26. THE USER EMPATHY MAP
  27. 27. DESIGNTHINKING APPLIEDTO DIGITAL
  28. 28. DIGITAL IS ALL ABOUTTHE USER
  29. 29. FOCUS ON THE ACTUAL EXPERIENCE
  30. 30. ANY CHANCE OF HELP FROM DIGITAL PRODUCTS OR SERVICES?
  31. 31. SERVICE EVIDENCING
  32. 32. Source: http://trivsel.skybrud.dk/
  33. 33. BRIDGETHE SERVICE ANTICIPATION GAP
  34. 34. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek Source: https://youtu.be/1C07vGoqzbg
  35. 35. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek SERVICE ANTICIPATION GAP Baseline: Users’ needs and expectations Peak: Differentiating experiences
  36. 36. SERVICE BLUEPRINT
  37. 37. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek Synlighedslinje Interaktionslinje Fysisk bevis Brugeroplevelse Backstage aktiviteter Support processer Frontstage aktiviteter
  38. 38. Photo: Micky Wiswedel DESIGN & DIGITAL SITTIN’ IN ATREE K-I-S-S-I-N-G
  39. 39. kontakt@lauravilsbaek.dk lauravilsbaek.dk @lauravilsbaek THANKS

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