This document provides an overview of design thinking and its value as an approach to problem solving. It discusses what design thinking is, the key phases of the design thinking process which include exploring the problem space and solution space through divergence and convergence. The value of design thinking is that it helps create new user experiences for products, services, and policies by considering business viability, customer desirability, and technological feasibility. Sample design challenges and an agenda for a design thinking workshop are also presented.

1. A collaboration of:
Design Thinking:
A More Insightful Approach to Problem-Solving
Alice Dawson
SAP

2. The “Never Say Never” Hallway

3. “Heavier-than-air flying machines are
impossible.”
- Lord Kelvin, president, Royal Society, 1895

4. “The concept is interesting and well-formed, but
in order to earn better than a ‘C’, the idea must be
feasible.”
- Yale University management professor in response to Fred Smith’s
paper proposing reliable overnight delivery service.

5. “This telephone has too many shortcomings to
be seriously considered as a means of
communication. The device is inherently of no
value to us.”
- Western Union internal memo, 1876

6. “I think there is a world market for maybe five
computers.”
- Thomas Watson, Chairman of IBM, 1943

7. “640kb ought to be enough for anybody.”
- Bill Gates, 1981

8. “Their beer is cold and their showers are hot.
That’s the extent of caring about customer
service”
- C Level Executive of a Utility, 2010

9. Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking

10. Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking

11. What is Design Thinking ?
Design Thinking is an
interesting and
revolutionary approach to
Innovation. This approach
helps create new User
Experience (including
Usability / User
Interaction)
for any products, services,
processes, events, software
applications and even
policies.
Business
( Viability )
People
(Desirability)
Technology
(Feasibility)
Experience
InnovationEmotional
Innovation
Functional
Innovation
Process
Innovation

12. What is the Design Thinking Process?
Slide 12

13. Slide 13
What is the Design Thinking Process?
Goal
Phase
Divergence
& Convergence
Mindset
Creating
Choices
Making
Choices
Creating
Choices
Making
Choices
Exploring the Problem Space Exploring the Solution Space
Imagine the “ideal”
Output

14. Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking

15. Slide 15
What is the Value of Design Thinking?
Goal
Phase
Divergence
& Convergence
Mindset
Creating
Choices
Making
Choices
Creating
Choices
Making
Choices
Exploring the Problem Space Exploring the Solution Space
Imagine the “ideal”
Output

16. IUC Design Challenges
Slide 16
• 1. How do we effectively manage grid stability with the growth of alternative energy sources?
• 2. How might we achieve a higher level of billing excellence?
• 3. How might we drastically reduce accounts receivables.
• 4. How might we improve customer satisfaction?
• 5. How can we increase the use of smart grid technology to meet or exceed regulations?
• 6. What would be the best way to educate customers (Residential, C/I) on reducing daily utilities?
• 7. What do we need to do to prepare for electric vehicles?

17. Introduction and Overview
The Value
Engaging in the Process
Questions
Design Thinking

18. Sample Workshop Agenda
Slide 18
Day One Day Two
Synthesis (Continued)
 Clustering, Journey Map, Point-of-
View and Persona
Ideation
 Introduction to Ideation &
techniques
 Generate ideas, build up and blend
ideas
 Cluster and prioritize ideas
Prototyping
 Introduction to Prototyping
 Start prototyping
Kick-Off
 Introduction, Team Forming
 Overview and Introduction to
Design Thinking
Scoping
 Intro to the Design Challenge
 Completion of the Scoping
360° Research
 Introduction to 360° Research
 Sample techniques
 Research
Synthesis I/II
 Introduction to Synthesis
 Storytelling & wall of data
Day Three
Prototyping (Continued)
Validation
 Introduction to Validation
 Iterate prototype
 Presentation & feedback
Wrap Up
 Review / Feedback

19. What is on Your “Never Say Never”?
Slide 19

20. A collaboration of:
Alice Dawson
SAP
alice.dawson@sap.com