Design thinking 2017

Design thinking - 2017 david.beal@energysuper.com.au

Agenda
Brain gym
Your top barrier
Who am I
Introduction
Applying co-creation to transform
businesses and drive better outcomes for
all stakeholders

Agenda
Brain gym
Your top barrier
Who am I
Stand-up and point both pointer fingers
together so that the finger tips are touching.
Introduction

Agenda
Brain gym
Your top barrier
Who am I
Introduction Disruption is the norm.
Digital just is.
Being an truly agile, lean and iterative organisation
is gaining ground as a mandatory requirement for
success.
What is getting in your way.

Agenda
Brain gym
Your top barrier
Who am I
Introduction
http://www.todayonline.com/lifestyle/flower-power

Case Study
Being iterative

7
Incremental progress.
“Take them on the journey”.
The “Business case”.
Tools -
Being iterative

8
Incremental improvements.
Test and Learn.
Reduce sunk investment.
Tools -
Being iterative

9
Time between releases is
your speed to market.
Requires a culture that can
respond quickly and
cohesively.
Tools -
Being iterative

Case Study
Customer Centric
UCD
User Centred Design
BCD
Business Centred Design
SCD
Stakeholder Centred Design

Case Study
QGOV Online
www.qld.gov.au
www.data.qld.gov.au
www.publications.qld.gov.au
www.smartjobs.qld.gov.au
www.getinvolved.qld.gov.au
www.bdm.qld.gov.au
Right to information,
Online Plead Guilty,
Family History e-commerce,
Birth Registration,
Seniors Card,
Dispute Resolution Tool,
Online Domestic Violence protection request,
State government payment gateway
State government receipting and disbursement system
State government Management Information system

It’s about people.
It has always been about
people.
It’s always going to be.
Here lies
Sprog
the ant crushed
by foot
27-8-2006
The Ant

The Ant
It’s about people.
It has always been about
people.
It’s always going to be.

Digital delivery frameworks
lean
MVP
Resource allocation
Tools -
Delivery Framework

MVP – the six core elements
Design
inception
Rapid
prototyping
Agile
implementation
Release Monitor
Continuous
Improvement
19
Design Inception
Rapid Prototyping
Agile Implementation
Release
Monitor
Continuous Improvement
Tools -
Minimum Viable
Product

Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

21
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

Initial requirements gathering
Customer research
Blue sky thinking
• User centric design (UCD)
• Business centric design (BCD)
• Stakeholder centric design (SCD)
A
22
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

A
Two important things are produced in
the design inception stage.
23
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

What the product/service would
do given no constraints.
Full benefit realisation
A
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

What the product/service needs
to do for the first and subsequent
releases.
lean - iterative
Partial benefit realisation
A
25
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

why, who and what
scope, timeframes,
tranches/phases
success criteria
customer research
A
26
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

Online Dispute Resolution
Epic-001: Customer can ‘select’ from a number of criteria and
view possible pathways and supporting content.
Customer value: As a customer I want to know my options so that I can resolve my
dispute.
Epic-002 : Business is able to make sound decisions because it has gathered
insight about customer behaviours and service needs.
Business value: As a business I want to explore the feasibility and ROI of simple,
medium and complex customer pathways so that we can make an
informed decision on strategy direction.
Case Study
Design Inception
Rapid Prototyping
Release
Monitor

A
backend and front end
Paper, sticky notes, white board
lo-fi/hi-fi
technical feasibility is explored
first level of sign off
B
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

Case Study
Design Inception
Rapid Prototyping
Release
Monitor

A
B
C
internal or external team
end goal in mind
horizontal or vertical development
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

Agile manifesto
Individuals and interactions over processes and tools
Working artefacts over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan
Agile is a discipline.
Like other disciplines such as
Six Sigma and Prince 2 ,
there are principles that
must be employed.
Tools -
Agile

NOT instead of
Individuals and interactions over processes and tools
Working artefacts over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan
That is, while there is value in the items on
the right, we value the items on the left more.
Agile is a discipline.
Like other disciplines such as
Six Sigma and Prince 2 ,
there are principles that
must be employed.
Tools -
Agile

A
B
C
D
soft/hard launch
limited exposure
pre and post production
UAT, change freeze.
36
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

A
B
C
D
E
data collection
all channels
some times this is the baseline
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

A
B
C
D
E
Fcustomer feedback
Staff feedback
gateway report
validation research
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

After some initial investigation ……
Secondary insights:
 90% research participants who contested or appealed an infringement notice self
represented
 46,000 cases managed by CLC's in 2013-14, 9,000 were new cases*
 39-45% QCAT and BCCM customers actively searched and used online information
to inform their decision making
Case Study
Design Inception
Rapid Prototyping
Release
Monitor

Prototyping
Customer Centric
Governance
Testing
Case Study

Case Study
Prototyping
Customer Centric
Governance
Testing

“ ... wasted time does not litter the floor like wasted material.”
Henry Ford
Tools -
Lean Thinking

lean is focused on
making obvious what adds value
Value
Value
Value
noise
noise
noise
noise
noise
noise
noise
noise
noise
noise
Tools -
Lean Thinking

lean is focused on
making obvious what adds value
Value
Value
Value
noise
noise
noise
noise
by reducing everything else.
Tools -
Lean Thinking

MVP
Design Inception
Rapid Prototyping
Release
Monitor
Tools -
Minimum Viable
Product

questions
thoughts
comments
ideas
54

Design thinking 2017

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Editor's Notes