This document discusses Citrix's efforts to spread design thinking throughout the organization from 2010 to 2014. It summarizes how design thinking has evolved from being unknown to being actively practiced. It describes how Citrix trained over 3,000 employees in design thinking, created design catalysts and learning programs, and remodeled facilities to foster collaboration. It provides examples of how design thinking has been applied to areas like compliance training, customer workshops, and a sales leadership challenge. The goal is to make design thinking a fundamental part of Citrix's culture and work practices.
Many organizations struggle to use an approach like design thinking for innovation. Some fear that its open-ended character does not produce actionable outcome, others do not find internal buy-in. We have 6 hands-on tips and strategies how to convince your organization to give it a try.
What Design Thinking Is and How It Is Used in Software DevelopmentSumatoSoft
Design Thinking: what's in a name?
Why it is not about design [only] and how it can facilitate the whole software development process: http://bit.ly/2KXLKbN
This deck was prepared for the #BASummitSA workshop last year (2017).
Sipho and I were trying to show how easy it is to be more creative as a Business Analyst by incorporating Design Thinking principles, processes and artefacts
Design thinking is a powerful way to sift through hundreds of ideas in a short period of time.
When applied to social impact, nonprofits can gain the ability of clarity and focus that can be applied to marketing strategies, brand advertising campaigns, and donor engagement.
Special thanks to the AIGA Orlando chapter for allowing me the opportunity to facilitate this design thinking workshop with such an amazing group of individuals.
Strategic Business Transformation & BA Role in Design ThinkingAparna Ramesh K
One of the key responsibility of a BA is to be prepared for the ever changing business requirement. This case study highlights how the team of BAs have facilitated a leading ‘life’ insurer transform their business. From ideation phase to documenting requirements; from customizing wellness tools to assistance in creating wellness programs, BA team has worked alongside customers to rebrand themselves. This project execution showcases how important the role of Business Analyst is in design thinking
Many organizations struggle to use an approach like design thinking for innovation. Some fear that its open-ended character does not produce actionable outcome, others do not find internal buy-in. We have 6 hands-on tips and strategies how to convince your organization to give it a try.
What Design Thinking Is and How It Is Used in Software DevelopmentSumatoSoft
Design Thinking: what's in a name?
Why it is not about design [only] and how it can facilitate the whole software development process: http://bit.ly/2KXLKbN
This deck was prepared for the #BASummitSA workshop last year (2017).
Sipho and I were trying to show how easy it is to be more creative as a Business Analyst by incorporating Design Thinking principles, processes and artefacts
Design thinking is a powerful way to sift through hundreds of ideas in a short period of time.
When applied to social impact, nonprofits can gain the ability of clarity and focus that can be applied to marketing strategies, brand advertising campaigns, and donor engagement.
Special thanks to the AIGA Orlando chapter for allowing me the opportunity to facilitate this design thinking workshop with such an amazing group of individuals.
Strategic Business Transformation & BA Role in Design ThinkingAparna Ramesh K
One of the key responsibility of a BA is to be prepared for the ever changing business requirement. This case study highlights how the team of BAs have facilitated a leading ‘life’ insurer transform their business. From ideation phase to documenting requirements; from customizing wellness tools to assistance in creating wellness programs, BA team has worked alongside customers to rebrand themselves. This project execution showcases how important the role of Business Analyst is in design thinking
I gave a talk on the role of Design Thinking to leaders in the financial industry. The focus was on user centric thinking to innovate financial products and digital services. (all case material is removed)
The presentation is a part of my preparation to understand Design Thinking for which I undertook a course in Coursera by University of Virginia's Jeanne Liedtka
Course name: Design Thinking for Business Innovation! https://www.coursera.org/course/designbiz
2nd Annual Design Thinking for Banking and Financial ServicesNicholas Baker
Join leading design thinking experts in banking & finance as they discuss strategies and methodologies on how to create a consumer-centered experience and transform consumer insights into breakthrough products and services.
Design Thinking in the Real World | Sue Tan and Jeff Scheire | Lunch & Learn UCICove
About UCI Applied Innovation:
UCI Applied Innovation is a dynamic, innovative central platform for the UCI campus, entrepreneurs, inventors, the business community and investors to collaborate and move UCI research from lab to market.
About the Cove @ UCI:
To accelerate collaboration by better connecting innovation partners in Orange County, UCI Applied Innovation created the Cove, a physical, state-of-the-art hub for entrepreneurs to gather and navigate the resources available both on and off campus. The Cove is headquarters for UCI Applied Innovation, as well as houses several ecosystem partners including incubators, accelerators, angel investors, venture capitalists, mentors and legal experts.
Follow us on social media:
Facebook: @UCICove
Twitter: @UCICove
Instagram: @UCICove
LinkedIn: @UCIAppliedInnovation
For more information:
cove@uci.edu
http://innovation.uci.edu/
Design Thinking & Re-imagining the role of HRVikram Bhonsle
Let`s take a look at the applications of the "Design Mindset" in tackling modern day people conundrums. How can HR use design thinking to redefine and reshape HR strategies and processes to cater to a demanding and advanced workforce. A look also at select organizations who have carried this successfully and the business benefits.
In case you require instructor notes, do send me an email to bhonslevb@gmail.com
Strategic insights for creative agencies based on the principles of Design Thinking from Tim Brown of IDEO and Roberto Verganti, Professor of Management Innovation, at Politecnico of Milano
Design Thinking: A Quick Course in Creative Problem SolvingSpring Studio
Mary Wharmby, a UX Design Director at our agency, taught at UC Berkeley’s one-day educational event RGB 2015. In this presentation, she walked students through the foundations of design thinking, from understanding your users to iterating solutions. The deck, complete with speaker notes, provides a quick snapshot of the most important principles behind using design to solve problems.
Intuit Immersion Workbook: Design with Emotion Intuit Inc.
Designing with emotion: a field workbook from Intuit. Immersion is about using emotional design to create awesome customer experiences. The workbook includes
an overview of Design for Delight (D4D), a message from Intuit President and CEO Brad Smith, and immersion activities to complete.
Design Thinking for Social Innovation at IEMax Oliva
How might we provide drinkable water to low income rural communities? How might we provide premature baby incubation solutions for the Base of the Pyramid? How might we create a process and culture which enables innovaiton to be at the core of our organization, be it from a social enteprise, a responsible business or a cross collaboration with unlikely allies? We need to re-imagine, re-invent and re-design the way that we do business, the way in which we create and deliver value. Design is too important to be left to designers alone. During this workshop, you will learn the key concepts of Design Thinking with a focus on social innovation, experimenting with collective creativity, and practicing with key tools to apply in future social challenges. Design thinking you can learn at a workshop; it takes a lifetime to master it.
We all know that innovation in large companies is hard. Inertia combined with business realities make it difficult for teams to move fast and drive innovation. Over the past few years, Intuit has been on a transformational journey to become a premier innovative company by embracing the principles of design thinking and lean experimentation. This presentation shares some of the lessons learned.
I gave a talk on the role of Design Thinking to leaders in the financial industry. The focus was on user centric thinking to innovate financial products and digital services. (all case material is removed)
The presentation is a part of my preparation to understand Design Thinking for which I undertook a course in Coursera by University of Virginia's Jeanne Liedtka
Course name: Design Thinking for Business Innovation! https://www.coursera.org/course/designbiz
2nd Annual Design Thinking for Banking and Financial ServicesNicholas Baker
Join leading design thinking experts in banking & finance as they discuss strategies and methodologies on how to create a consumer-centered experience and transform consumer insights into breakthrough products and services.
Design Thinking in the Real World | Sue Tan and Jeff Scheire | Lunch & Learn UCICove
About UCI Applied Innovation:
UCI Applied Innovation is a dynamic, innovative central platform for the UCI campus, entrepreneurs, inventors, the business community and investors to collaborate and move UCI research from lab to market.
About the Cove @ UCI:
To accelerate collaboration by better connecting innovation partners in Orange County, UCI Applied Innovation created the Cove, a physical, state-of-the-art hub for entrepreneurs to gather and navigate the resources available both on and off campus. The Cove is headquarters for UCI Applied Innovation, as well as houses several ecosystem partners including incubators, accelerators, angel investors, venture capitalists, mentors and legal experts.
Follow us on social media:
Facebook: @UCICove
Twitter: @UCICove
Instagram: @UCICove
LinkedIn: @UCIAppliedInnovation
For more information:
cove@uci.edu
http://innovation.uci.edu/
Design Thinking & Re-imagining the role of HRVikram Bhonsle
Let`s take a look at the applications of the "Design Mindset" in tackling modern day people conundrums. How can HR use design thinking to redefine and reshape HR strategies and processes to cater to a demanding and advanced workforce. A look also at select organizations who have carried this successfully and the business benefits.
In case you require instructor notes, do send me an email to bhonslevb@gmail.com
Strategic insights for creative agencies based on the principles of Design Thinking from Tim Brown of IDEO and Roberto Verganti, Professor of Management Innovation, at Politecnico of Milano
Design Thinking: A Quick Course in Creative Problem SolvingSpring Studio
Mary Wharmby, a UX Design Director at our agency, taught at UC Berkeley’s one-day educational event RGB 2015. In this presentation, she walked students through the foundations of design thinking, from understanding your users to iterating solutions. The deck, complete with speaker notes, provides a quick snapshot of the most important principles behind using design to solve problems.
Intuit Immersion Workbook: Design with Emotion Intuit Inc.
Designing with emotion: a field workbook from Intuit. Immersion is about using emotional design to create awesome customer experiences. The workbook includes
an overview of Design for Delight (D4D), a message from Intuit President and CEO Brad Smith, and immersion activities to complete.
Design Thinking for Social Innovation at IEMax Oliva
How might we provide drinkable water to low income rural communities? How might we provide premature baby incubation solutions for the Base of the Pyramid? How might we create a process and culture which enables innovaiton to be at the core of our organization, be it from a social enteprise, a responsible business or a cross collaboration with unlikely allies? We need to re-imagine, re-invent and re-design the way that we do business, the way in which we create and deliver value. Design is too important to be left to designers alone. During this workshop, you will learn the key concepts of Design Thinking with a focus on social innovation, experimenting with collective creativity, and practicing with key tools to apply in future social challenges. Design thinking you can learn at a workshop; it takes a lifetime to master it.
We all know that innovation in large companies is hard. Inertia combined with business realities make it difficult for teams to move fast and drive innovation. Over the past few years, Intuit has been on a transformational journey to become a premier innovative company by embracing the principles of design thinking and lean experimentation. This presentation shares some of the lessons learned.
10 Facts to Know About the Future of Blockchain TechnologyCognizant
The distributed ledger technology underlying cryptocurrency is advancing quickly, requiring banks to take the initiative or risk falling behind in the next generation of digital commerce.
UX STRAT 2014: Krispian Emert, "Lessons from UX STRAT 2013: Applied to the Re...UX STRAT
Conference attendees may enjoy watching presentations, and attending workshops, but they may be wondering, "How can I apply this in the real world?" or "How can I integrate this into my current work?" This talk will explain how I took lessons from key presentations and workshops at UX STRAT 2013, and show how I have applied these lessons into my current work.
UX STRAT 2014: Matthew Holloway, "Design Your Strategy"UX STRAT
Some say that design is to strategy, what the Knight is to Chess, but its well understood to win the game you need to design a successful strategy. With organizations taking design more seriously, and viewing their design < both the people and artifacts, as a critical market differentiator, it is easy to image a seat at the table with your name on it. Design can play a dual role; both in the realization as well as the definition of strategy. Ideally this should make it even easier to promote the value of design‹unfortunately the difference is often lost on most people, most often on designers themselves. When you image sitting there with your CEO, what will you say? What will be your POV?
UX STRAT 2014: Ronnie Battista, "Big Love: The Case for Conscious Coupling in...UX STRAT
As the first UXSTRAT conference revealed, existential issues remain surrounding who is practicing and owning this emerging UX Strategy discipline. Where did "Customer Experience" come from? Why does Experience Design differ from Service Design? Like Chimpanzees and Humans DNA, aren't we something like 98% the same? Such arguments are both exhausting and counterproductive. A veteran of the nomenclature wars, Ronnie believes there may be an answer. In this presentation, Ronnie will posit a future vision that is simple, satisfying and singularly salacious. Experience the power of Big Love: When it comes to what we do, Ronnie plans to leave no wiggle in the room
UX STRAT 2014: Peter Merholz, "Shaping Organizations to Deliver Great User Ex...UX STRAT
As the field of User Experience evolves, it has gone through successive stages. The first focused on methodologies -- it was important to develop how to design for user experience. However, it was clear that was insufficient (because so many bad experiences continued to make it out into the world), and so the field shifted upstream to strategy. We felt that if we could inform strategy, we'd be setting up our designs to succeed. That, too, has fallen short. It turns out we need to pull back even further and think hard about the shape of our organizations, both with design and throughout the whole company. In this talk I'll draw from my experience as head of design for Groupon to show how organizational models and practices are crucial for delivering great user experiences.
UX STRAT 2014: Brian Gillespie, "How to Avoid Losing Design Strategy to Busin...UX STRAT
A few years back, I posed my peers the question ""Will designers lose design strategy to business strategists learning design thinking". Some said "Yes!" blaming complacency of design firms and contemporary design education. Others said "No", believing that our discipline is so unique that it can never be usurped. The answer probably lies somewhere in between. One way we can ensure the answer is "No!" is to develop strategic design techniques that provide value to business and bridge the often-wide communication gap between business and design professionals. I will share several that have been successful in my experience over the past few years at Isobar and Continuum.
So you've developed a UX strategy: now what? How can you feel confident that the strategies you have identified are truly targeted towards overcoming the challenges your users actually face? In this presentation, I will share a real case study that walks you through the process I used to develop UX strategies and then analyze how they mapped to my users' workflow. This process helped me validate my hypotheses, and feel confident evangelizing the strategies throughout my organization. You will leave this presentation will a new methodology that you can use in your own strategic UX process.
Key Performance Indicators (KPIs) should be used to understand performance and drive better decision-making. However, most companies struggle to find the vital few KPIs. Here is a list of the 25 top KPIs is use today.
Based on her 5 years as a UX leader at Citrix, Julie explains how to drive better product design through cultural transformation. See how she helped build design culture for designers and non-designers across different continents.
Flexible Workforce has seen a widespread popularity today. Technology and education have made people and company realize its importance and valuable benefits in achieving productivity. This presentation gives you insights about its need, benefits and tips to make it to your advantage.
Applying User Centred Design to SharePoint - ShareThePoint Melbourne 2013James Dellow
These slides were intended for a short workshop at ShareThePoint Melbourne 2013 covering what is User Centred Design (UCD), why you should apply it to SharePoint, and a hands-on demonstration of how to understand user and business priorities with Personas and Page Description Diagrams (PDDs). Some elements of this presentation are licensed under Creative Commons, as indicated.
How to land your first job in tech without an engineering degreeStuti Verma
Although, formal education helps in creating opportunities for first job but it is not necessary to have a degree in computer science, math or other STEM fields to get a job at a tech company. In today’s fast-paced technology industry, most of the information of the world is never more than a few clicks away and where things change so fast, education must in fact be a life-long process and not the learn-once-use-forever one-off process. Therefore, relevance of a degree is easily compensated with relevant skills combined with business use-cases and projects.
In this talk, we will discuss about the roles and opportunities in the tech industry and why skill-driven approach changes mindset of the recruiter. It will include how one can break barriers of academic limitations, tap into opportunities through soft skills and networking, choose to slip into the job they want rather than slip away. Concluding it with useful resources and hacks to network better to land into opportunities life-long.
What comes to your mind when you hear about the accomplishments and success stories of Uber, Airbnb and more? The best thing about success is the fact that it is directly influenced by you.
Every entrepreneur wants to be an exception, but do you know what it takes to become a multi-million dollar company?
Remote Work Readiness - A simple guide for remote work & management. Jim Reynolds
Presentation by Jim Reynolds of Socialgist (jim@socialgist.com / jimmyrey on twitter) to help coworkers, business owners, managers or anyone help understand and learn more about work from home.
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4. Cultural Evolution
“I didn’t know we had a design
team”
2010
“I’ve heard about design
thinking”
2011
“How do I get a designer on
my project”
2012
“I do customer-focused
innovation”
2013
2014
“I’m doing design thinking”
“BTW, What’s customer experience?”
12. Persona Army
Angela
Call Centre Worker
Angela is a home based call centre operator for a retail catalog company. She processes customer orders and handles
complaints. She is positive and helpful but worries about learning new technology .
Thierry
Trader
Thierry is a Futures Trader for a French brokerage. Handling vast sums of money Thierry doesn’t care about the nuts
and bolts of the system or prettiness of look. He wants reliability, timeliness and accuracy of information. He needs to
be in total control to be successful in his job.
Laura
Office Administrator
Laura works at a local government office and is responsible for the smooth running of her Director’s site. Personable
and sensitive she can get stressed with technology when it’s hard to learn. Committed and hardworking she thrives on
being part of a team.
Bob
VP of Sales
Bob doesn’t suffer fools gladly. He’s a successful executive for a manufacturing company. Self motivated, determined
and well organized. He doesn’t tolerant failure. Technology should be reliable, secure and always available.
Dan
Contract Software Eng.
Dan loves gadgets and learning new technology. He works as a Quality Assurance Engineer during the day but is often
busy in the evenings and weekends working on other projects for his own company. Adaptable and self reliant Dan is
true propeller head.
Fiona
Doctor
Fiona is an experienced surgeon in a top class Canadian hospital. She faces the pressures working in today's
healthcare sector and gets impatient waiting for applications to start up. She has two young daughters and wishes she
could have a better work/life balance.
13. Persona Army
Akanke
$100 Laptop
User/Pupil
Akanke is a Nigerian primary school pupil. His school participates in the $100 laptop initiative and Akanke enjoys his
first experience with technology. He uses the laptop to communicate with other children whenever he gets the
opportunity. These early experiences are important to him before entering adult life.
James
Police Officer
James is in charge of a Safer Neighborhood team. He organises a team of constables and community officers to deal
with issues that affect local communities. James is honest and approachable. Being clam under stressful, life
threatening situations. He wants to get the job done without being restricted by technology.
Bing
Student
Bing is a Chinese University student studying English. He has very few concerns about the Web or IT as everything he
does is mainly done online. He often forgets to back-up his work so is often frustrated when it’s lost.
Catherine
Nurse
Catherine is a nurse working in a US hospital. Hardworking and cheerful. She worries about the reliability of the
medical devices she uses because it’s critical to patient care. She’s also concerned about patient’s privacy and online
security.
John
Architect
John is an Architect for a mid sized company in Australia. He despises spending excessive amounts of time on
administrative and managerial aspects of the job preferring to be imaginative, hands on and being out in the field. He
wants to effectively communicate and sell design to his clients.
Sandra
Armed Forces Officer
Sandra works for the United States Intelligence and Security Command in the Pentagon. She has to deal with large
amounts of data and making sense of it. Patriotic, obedient and honest she expects instant access to information
whereever it is.
14. Persona Army
Surinder
IT Support
Surinder is a support engineer in the aviation industry. He visits customers at short notice and relies on secure and reliable
access from the office so he can diagnose faults quickly. He copes well under pressure but does enjoy a drink or two with
his friends in the evening.
Michael
Clerical Officer
Michael is a clerical worker in the UK government. He handles a lot of administrative work and spends a fair amount of
time on the phone talking to customers, sometimes angry ones. For the 10 years he has been here he notices gradually all
the paperwork has moved to the electronic database. He gets stressed with technology but he know this is part of his job
Kavita
Overseas Call Centre
Kavita works in an Indian call centre for a UK electricity supplier. Day-to-day routine does not vary much, shift begins at
3pm and she answers customer calls until 10pm. She is very conscious with "meeting the numbers" as this has a direct
impact on her salary. She gets disappointed with slow or unresponsive technology.
Sridhar
Offshore Software
Engineer
Sridhar works for a WiPro style company based in India. He works in an open plan office with around 150 people. Using
two desktop machines and 4-5 applications he has limited access to data in the main company. He is only motivated by
money and forced to work under pressure.
Joe
Moble Utility Worker
Joe is a heating engineer. He gets a work list at the beginning of the day then hits the road visiting customers servicing and
fixing their boilers. He uses a rugged laptop with a portable printer to connect to the company’s CRM application . He
needs to be able to access up to date information efficiently and quickly so he can move on to his next assignment.
Bob
Manuf. Design Engineer
Bob works for Rolls Royce. He’s mostly office based working with CAD and specialist engineering software. He visits
specialists and suppliers to ensure his designs are understood and implemented.
72. Cultural Evolution
“I didn’t know we had a design
team”
2010
“I’ve heard about design
thinking”
2011
“How do I get a designer on
my project”
2012
“I do customer-focused
innovation”
2013
2014
“I’m doing design thinking”
“BTW, What’s customer experience?”
74. Our learnings
Take risks…say yes to any opportunity and go big
Create a movement… spread the word any way you can
Use the space … environment, pop-ups, ambient design
Get from theory to action….celebrate successes
78. “Not only are the new
courses more
relevant, they’re also
shorter. Peter’s work
will save employees an
estimated 9,720 work
hours for 2014, and
Citrix $3M in
opportunity costs over
four years!”
88. Education Program
Current Offerings
Design Thinking Bootcamp
Innovation for Team Leaders
Design Principles for Engineers
Customer Interviewing & Empathy
End-to-end Customer Journey
Change Management
2014 - New
Prototyping & Testing
Team Dynamics
Storytelling & Making a Pitch
Innovation Residency Program*
89. Innovation Residency
Citrix Startup Accelerator partnership with Business Design Ed
Test project to bridge technical intrapreneurs and entrepreneurs “Silicon
Valley Style” anywhere in the world
Pilot program: 12 weeks from idea to pitch
Lean prototyping: UX & Design Thinking
Business models, customer development
Product Strategy, go-to-market and sales
Demo and pitch coaching
Mentoring throughout
Santa Clara, then India
90. Sales Leader Innovation Challenge
GOAL: Introduce Sales
Managers to Design Thinking
250 Sales Managers at Sales
Kickoff in Orlando &
Singapore
Turned into 3-month team
projects with 52 people
participating on 8 teams
91. Design Thinking
for Finance
How might we provide
accurate, timely, relevant
financial and
operational data to
those who need it?
Design HeroesHonoring Citrix employees who’ve shown a deep commitment to improving the design of our products and services.
For years, the Education team focused primarily on single product, role-based training and certifications. Immediately after attending Stanford’s d.school (Design Bootcamp), Education leaders partnered with the Product Design team to re-design the training development process. This included the process for gathering learning requirements, designing and developing training, and aligning training with the customer journey rather than a learner’s role. To identify learning needs in the field, this team interviewed and surveyed hundreds of customers, partners, and employees. We now have a framework that is being used to develop curricula around Desktop Virtualization, Networking Solutions and Sales (CCSP) training, and are in the process of redeveloping our portfolio to address key challenges across the customer journey.
Future of the Workplace
250 Sales ManagersTurned into 3-month team projects with 52 people participating on 8 teams.Sales Leadership Innovation ChallengeEach created a pitch for ideas to solve key organizational challenges
Attended a stanford or citrix bootcampHelp others
Attended a stanford or citrix bootcampHelp others
For years, the Education team focused primarily on single product, role-based training and certifications. Immediately after attending Stanford’s d.school (Design Bootcamp), Education leaders partnered with the Product Design team to re-design the training development process. This included the process for gathering learning requirements, designing and developing training, and aligning training with the customer journey rather than a learner’s role. To identify learning needs in the field, this team interviewed and surveyed hundreds of customers, partners, and employees. We now have a framework that is being used to develop curricula around Desktop Virtualization, Networking Solutions and Sales (CCSP) training, and are in the process of redeveloping our portfolio to address key challenges across the customer journey.
Our Space
Goals based on Sampath’s directionOutcome to end up with ideas & conceptsAlso to feed into Hackathon in January/Feb
Green – Low hanging fruitYellow – DelightfulBlue - Moonshot
Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "The Five I's Of Employee Engagement."
(WWOps, HR, PD)
1) A better learning experience for customers – The Citrix Education team partnered with the Business Design team to launch an initiative to improve the experience of learning about and mastering/deploying Citrix products. Intensive user research yielded several key insights, all around the need to make courses and presentation more relevant to real-world student needs, and to support the ultimate goal of getting to, and maintaining, a successful product deployment. These insights led the team to make a series of strategic changes both in course offerings, and ways it engages learners. Courses were redesigned to include more hands-on exercises, and case study material, making them more engaging and relevant to student needs. Selected course content was also revised to address the needs of system architects, who are key influencers and stakeholders in strategic product deployments. The team leveraged both Citrix and outside expertise to create "student resource kits" for attendees to access once they're back at work. These kits provide both help in applying what they've learned, and insights on material not covered in class. Also forthcoming are new online modularized classes, enabling students to focus on tasks and topics directly relevant to their needs and jobs, without spending time on those that aren't.
Our team:Helps your project owner set scope, defining needs and creating a “challenge brief” that puts everyone on the same page Sets up and runs workshops, creating needed materials, and reporting on results. Engages consultants as needed.Creates summary executive reports on work done in key phases (usually Phases 1-3, i.e. Empathize, Ideate, Prototype & Test)Joins your project owner for presentations to executive/steering committee meetings during Phases 1-3Provides expertise in user testing during Phase 4 (the Build phase)
We conducted interviews with customer, partners sales focused around the purchasing process. In particular, we looked into needs around co-terming subscriptions.We used that to map out the current experience, the highs and the lows and the actions that each of those 3 actors takes in the process.
(WWOps, HR, PD)
Interview customers, partners
Last January, at Sales Kick Off 2013, a two-day Leadership by Design program was led by Catherine Courage, SVP, Customer Experience; and Rick Baker, VP, Enablement and Productivity. The purpose of the course was to introduce sales managers to the design thinking methodology and show how it could be applied to their daily experience. 250 sales managers attended sessions in Orlando and Singapore.On Day 1, participants broke into groups and spent time asking one question: As a sales manager, what challenges do you face and what opportunities do you see? Answers were written on individual note cards that were collected at the end. These responses were then analyzed for common themes and boiled down to six “Innovation Topics”. In addition to being common themes, the topics were also chosen for their potential to be generative, relevant, and strategically important to Citrix:1. Training on sales skills and processes 2. Early partner engagement 3. Nurturing high potentials 4. Building stronger talent bench 5. Effective PoCs through Channel Partners 6. New hire bootcamp experienceOn Day 2, the goal was to think about possible solutions that teams could develop during the Sales Leadership Innovation Challenge (SLIC). Introduced during Sales Kick Off and officially launched a month later, SLIC drew on Leadership by Design, design thinking principles, and the venture capital model. 57 worldwide sales leaders signed up and chose their top two topics from the list above.The ChallengeThe SLIC project team was Julie Baher, Managing Director, Customer Experience; Rick Marcet, Sr Director, Transformation Office; Renee Flores and RachanaRele, both Sr Lead Business Designers, Customer Experience. Their first task was to group the 57 participants according to interest and geographical region, ending up with 15 teams that would compete for $20,000 and executive-level recognition.“I’m impressed with the SLIC program and how it’s causing us to focus on, investigate and hopefully improve areas of the business that are often taken for granted.”—Christian L.From there, the project team set milestones for the competition and conducted webinars to walk participants through the process, including the creation of a venture capital-style “pitch deck” that all teams would use for their final presentation to Al Monserrat, SVP, Worldwide Sales & Services; and his leadership team. Along with the webinars and managing the Podio workspace that everyone used, the project team also coached the various teams in 1-on-1 sessions (with each coach taking on several teams).Ultimately, projects were judged according to four criteria:1. How clearly are the users, problem, and solution defined? 2. How thorough is the research? 3. How creative and innovative is the solution? 4. How feasible is the solution?With their proposal for a new sales on-boarding program, the winning team was Peter Collins, Director Sales Engineer; Jim O’Halloran, Inside Sales Manager; and Andrea Canavan, Director, Americas Readiness. Congratulations, team XenSational Four!
(WWOps, HR, PD)
A way to simplify, scale and drive effective POCs through channel partnersA way to create a delightful bootcamp experience for sales new hiresA way to create a delightful bootcamp experience for sales new hiresA way to nurture high potentials for career growth opportunitiesA way to provide scalable training across GEOS on sales processes and skillsA way to recognize key opportunities and engage Partners early in the process
We created virtual teams based timezones and the topics that each person was interested in. Podio was used as a platform for the teams to communicate to the SLIC project team as well as other participants.