The document discusses the integration of design thinking into quality systems to enhance consumer experiences and foster organizational loyalty. It outlines a structured design process involving research, ideation, prototyping, and implementation, emphasizing the importance of human-centered design. The content also highlights the need for empathy and understanding user needs to create effective solutions within organizations.

1. Optimizing Quality Systems with
Design Thinking
Michael Plishka, ZenStorming Solutions, LLC
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2. Who Designs?
“Everyone designs who devises courses of
action aimed at changing existing
situations into preferred ones.”
-Herb Simon
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3. Design is More Than Style...
“Good design is a catalyst for creating total experiences that
transcend functional benefits alone and delight consumers. It is
a catalyst for moving a business from being technology-
centered or product-myopic to one that is more consumer-
experience-centered”
-A.G. Lafley, CEO of P&G
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4. A Detailed Design Process Model...
Define
Research
Ideate
Prototype
Choose
Implement
Learn
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5. A Simplified Model of Design Thinking
From:
Evolution of the Mind: A Case for Design Literacy by Chris Pacione; XVII.2 - March / April, 2010
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6. Learning by Observing AND Making...
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Image Courtesy of the BBC

7. Design Thinking is About Beauty...
“Remember that beauty breeds loyalty
when it comes to organizational systems.”
-Scott Belsky, Author and Founder of Behance.com
Beauty = Elegant, Pleasing
Loyalty = Faithfulness= Compliance!
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8. What Are Some Traits of a Beautiful System?
It makes sense
It has balance
It has form
It is clear
It is useful 8

9. Subjectiveness of Beauty...
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10. The Beginnings of a Beautiful System...
It's human centered – not system
centered. A beautiful system exists
for you, not vice-versa.
It starts with the premise of asking,
“What is possible?”
It asks “Why are we doing this?”
It is an extension of your brand, it
reflects who you are and what you
do.
It fosters conversation and
conversation leads to understanding
of yourselves, your customers, your
systems and your goals.
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11. The Beginnings of a Beautiful System...
It's human centered – not
system centered. A beautiful
Design Thinking system exists for you, not vice-
versa.
isn't about It starts with the premise of
asking, “What is possible?”
solving problems It asks “Why are we doing
as much as it is this?”
It is an extension of your brand,
about exploring it reflects who you are and
what you do.
possible It fosters conversation and
conversation leads to
solutions understanding of yourselves,
your customers, your systems
and your goals.
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12. What Basic Skills Are Needed?
From: Evolution of the Mind: A Case for Design Literacy by Chris Pacione;
XVII.2 - March / April, 2010
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13. What TWO Basic Skills Needed for Designing
Quality Systems?
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Image Sources: http://blogs.intland.com/main/entry/15 and M.C. Escher

14. Putting it Together...
Define
LOOK 1
Research UNDERSTAND
MAKE 1
Ideate
Prototype UNDERSTAND
LOOK 2 Choose UNDERSTAND
MAKE 2 Implement
Learn UNDERSTAND
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15. LOOK 1
What are we trying to do?
Who touches the system?
Where are the pain points?
What are the constraints?
Possible Tools:
Interviews
Empathy for those in the system
Walk in the shoes 15

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17. MAKE 1
Brainstorm
Draw Workflow Diagrams
Stakeholder Diagrams
Storyboard
Persona Diagrams
Run ideas through on small scale
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18. 18

19. LOOK 2
What are the best ideas?
Which ideas have promise?
What is it about good ideas that makes
them good?
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21. MAKE 2
Implement best ideas on larger scale
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23. What's the Difference?
Reg
Strategy
Reqmt's
System
Use System
Dev
Roll-out
Typical Process Design Thinking Process
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24. How Does it Map?
The Define and Research Phases Include:

Constraints Set by Regulatory Bodies

Understanding Needs of Various
Departments

Empathy for Those in Various Depts.
The Ideate, Prototype and Choose Phases
Include:

Synthesis of Define and Research Phases

Hands on Collaboration and Development

Small Scale Testing/Dry Runs of Various
Solutions

Group Ownership of Processes
Design Thinking Process
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25. Wrapping it Up...
Understand User Needs
Empathy
Prototype Quickly and Often
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26. Contact Information
Michael Plishka
ZenStorming Solutions, LLC
PO Box 6158
Lindenhurst, IL 60046
michael@zenstorming.com
1-866-801-6737
Skype: callmeplish
Twitter: @Plish
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