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Design Thinking for Knowledge Management

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Presentation by Arno Boersma to the SIKM Leaders Community on January 17, 2017

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Design Thinking for Knowledge Management

  1. 1. 1Presentation for SIKM– January 17th 2017 – by Arno BoersmaPresentation for SIKM– January 17th 2017 – by Arno Boersma DT for KM [ food for thought ] What’s in it for you?  Hopefully, it will give you a few ideas of how to incorporate the principles of Design Thinking into your Knowledge Management initiatives.
  2. 2. 2Presentation for SIKM– January 17th 2017 – by Arno Boersma Design Thinking gone mainstream HBR Special on DT (September 2015) NYT Article re DT at IBM (November 16, 2015) “IBM is well on its way to hire 1000 professional designers…”
  3. 3. 3Presentation for SIKM– January 17th 2017 – by Arno Boersma Source: Google Trends DT on par with interest for KM
  4. 4. 4Presentation for SIKM– January 17th 2017 – by Arno Boersma DT KMSweet! DT for KM: A Sweet Spot?
  5. 5. 5Presentation for SIKM– January 17th 2017 – by Arno Boersma For Starters: my biggest failures
  6. 6. 6Presentation for SIKM– January 17th 2017 – by Arno Boersma For Starters: another big failure
  7. 7. 7Presentation for SIKM– January 17th 2017 – by Arno Boersma Key Elements of Design Thinking Design Thinking is innovation inspired by people:  Empathetic  Collaborative  Experimental  Optimistic Source: +ACUMEN HCD WORKSHOP
  8. 8. 8Presentation for SIKM– January 17th 2017 – by Arno Boersma KM: It’s About Chefs, Not Recipes!
  9. 9. 9Presentation for SIKM– January 17th 2017 – by Arno Boersma In the Context of KM…  EMPATHY  End-user focus – not technology or supply driven; see what users do, don’t just survey them;  COLLABORATION  Be more inclusive, involve a larger stakeholder field; break silo’s in org’s, including the position of KM in the org;  EXPERIMENTATION  Make KM a more iterative process, not a linear roadmap with milestones; room and tolerance for failure;  OPTIMISM  Try things, learn and adjust; not afraid to fail; capture lessons learned on ongoing basis.
  10. 10. 10Presentation for SIKM– January 17th 2017 – by Arno Boersma Easier Said Than Done, Right? Insights from neuroscience*:  We don’t always know what we know  Knowledge is never singular  “Encourage knowledge- sharing, connections and conversations…” *Source: neuroscientist David Eagleman at APQC Conference
  11. 11. 11Presentation for SIKM– January 17th 2017 – by Arno Boersma Understanding People Means Understanding… But how can you understand your end-user… …when you don’t know how they know what they know??
  12. 12. 12Presentation for SIKM– January 17th 2017 – by Arno Boersma But can still lead to great solutions… More innovative thinking to come up with solutions based on what makes humans tick…
  13. 13. 13Presentation for SIKM– January 17th 2017 – by Arno Boersma Let me give you 3 KM-related examples.
  14. 14. 14Presentation for SIKM– January 17th 2017 – by Arno Boersma 1. Capturing Knowledge in Fun Ways Objective: To solicit great examples of knowledge management from across the organization.
  15. 15. 15Presentation for SIKM– January 17th 2017 – by Arno Boersma 1. Capturing Knowledge in Fun Ways
  16. 16. 16Presentation for SIKM– January 17th 2017 – by Arno Boersma 2. Transferring Knowledge Across Cultures Objective: To ensure effective knowledge transfer across the globe. They’d like to know if we’d be able to assemble their high-tech products…
  17. 17. 17Presentation for SIKM– January 17th 2017 – by Arno Boersma 2. Transferring Knowledge Across Cultures
  18. 18. 18Presentation for SIKM– January 17th 2017 – by Arno Boersma 3. Designing Knowledge to Stick Objective: To design learning events in ways that the knowledge and learnings are absorbed and applied. NOT: One-way lectures, Death by PowerPoint, Managers unloading, Large Plenaries, Panel Talks, One-off moment
  19. 19. 19Presentation for SIKM– January 17th 2017 – by Arno Boersma 3. Designing Knowledge to Stick “The Forum” So: Collaborative, Bite-Sized, Practical, Staff2Staff, Small Groups, Bottom-up, Long-term The Forgetting Curve (what % remains after x time) 100% 50% First 20 minutes 58% First 60 minutes 44% First 24 hours 34% One Month 20% Source: Donald Clark, Plan B Learning
  20. 20. 20Presentation for SIKM– January 17th 2017 – by Arno Boersma 3. Designing Knowledge to Stick 250+ activities 400+ speakers 100+ facilitators 150+ volunteers 10 Formats x Streams 10% 42% 26% 20% 2% 0% 20% 40% 60% 0% 10-30% 40-60% 70-90% 100% What % of new knowledge/skills gained do you estimate you will directly apply in your work? Have you used or applied what you learned at Forum 2014? 14% 25% 61% 0% 50% 100% N.A. No Yes 4 months on…
  21. 21. 21Presentation for SIKM– January 17th 2017 – by Arno Boersma DT KM More Empathetic, Collaborative, Experimental, Optimistic In Short…
  22. 22. 22Presentation for SIKM– January 17th 2017 – by Arno Boersma “We don’t have time to change the wheels. Push harder, Harry!”
  23. 23. 23Presentation for SIKM– January 17th 2017 – by Arno Boersma Some Resources Articles: HBR (September 2015) Book: Change By Design, Tim Brown (2009) Online: IDEO Toolkit at www.designkit.org Video Series: DT and KM with Jeneanne Rae (2016)
  24. 24. 24Presentation for SIKM– January 17th 2017 – by Arno Boersma Thank you. Questions? arnovation@gmail.com What am I up to now? Check here: https://vimeo.com/192521818

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