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Design Thinking PEX Australia_July_2016_final
The document discusses design thinking and its significance in understanding and meeting customer needs, highlighting its historical evolution and implementation by leading companies. It emphasizes the importance of a human-centered approach and rapid prototyping in fostering innovation and enhancing customer experiences. Key insights are provided by industry professionals on adapting traditional methodologies to prioritize customer obsession in business processes.
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- 1. Examining Design Thinking& It’s Impact on your Customer’s Needs Steve Towers
- 2. What is DesignThinking? Why do we need it? Who is doing it? What can it do for process excellence doers? Examples & Results Delivered… Examining Design Thinking and it’s Impact on your Customer’s Needs STEVE TOWERS @stowers Stevebtowers.com
- 4. BP GROUP FOUNDER& CEO STEVE TOWERS DISNEY VIRGIN GROUP CITIBANK FIDELITY SOUTHWEST AIRLINES BENTLEY
- 5. NOT FOR PROFIT ESTABLISHEDIN 1992 CLIENTS & 25+ PARTNERS IN 118 COUNTRIES BUSINESS CLUB SPECIALIZING IN RESEARCH, CONSULTANCY AND TRAINING GLOBAL CERTIFIED PROCESS PROFESSIONAL PROGRAM
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- 8. Examining Design Thinking and It’s Impact on your Customer’s Needs to Herbert A.Simon's 1969 The Sciences of the Artificial Robert McKim's 1973 Experiences in Visual Thinking. Peter Rowe's 1987 Design Thinking David M. Kelley, who founded IDEO in 1991 Richard Buchanan's 1992 article "Wicked Problems in Design Thinking"
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- 11. DESIGN THINKING Agree the Successful Customer Outcome Definethe Process Create & Consider Many Options Refine & Review Selected Options Repeat Pick the Winner! Implement Outside-In
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- 13. DESIGN THINKING Agree the Successful Customer Outcome Definethe Process Outside-In
- 14. DESIGN THINKING Agree the Successful Customer Outcome Definethe Process Create & Consider Many Options Outside-In
- 21. DESIGN THINKING Agree the Successful Customer Outcome Definethe Process Create & Consider Many Options Refine & Review Selected Options Repeat Pick the Winner! Implement Outside-In
- 22. DESIGN THINKING Agree the Successful Customer Outcome Definethe Process Create & Consider Many Options Refine & Review Selected Options Repeat Pick the Winner! Implement Outside-In
- 24. “We believe progressstarts with a deep understanding of our customers. That’s why Design Thinking is our go-to method for building the products and experiences that our customers need. This human-centered methodology, coupled with a “fail fast” attitude, allows us to quickly identify, build, and test our way to success. We spend less time planning, more time doing, and, above all else, challenge ourselves to see the world through the eyes of our customers every step of the way,” says Huang. Evelyn Huang, VP of Design Thinking and Strategy at Capital One
- 25. Evelyn Huang, VP of Design Thinking and Strategy at Capital One “traditional process skillsets such as Lean and Six Sigma will remain relevant, but will need to be adapted to better support customer-obsession, with a focus on analyzing and redesigning business processes to win, serve, and retain customers.” Clay Richardson, Principle Architect at Forrester
- 26. How design thinkingand digital are helping Vision Australia collaborate… CMO of the not-for-profit organisation shares how its latest digital communications investment is not just breaking down organisational silos, it's also improving customer experiences http://bit.ly/29BqTV8 “We couldn’t interact together or with clients, information was very difficult to navigate, and it wasn’t aligned with our goals of breaking down organisational silos,” McAlpine said. “We also wanted to link what we do as a business back to the customer experience as an organisation. That’s central to the decisions we made.” Megan McAlpine, CMO, Vision Australia
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- 30. www.bpgroup.org AUSTRALIA CPP PROFESSIONAL,MASTERS & CHAMPS WWW.CEMMETHOD.COM WWW.BPGROUP.ORG DATES FOR YOUR DIARY THURS– PEX MASTERS CPP34 – Jul 28 MELBOURNE 9th MASTERS CPP12345 – Nov 14-17 SYDNEY 17th MASTERS CPP 12345 – Nov 21-24 SYDNEY 5th CHAMPIONS CPP 678 – Nov 28-30
- 32. What is DesignThinking? Why do we need it? Who is doing it? What can it do for process excellence doers? Examples & Results Delivered… Examining Design Thinking and It’s Impact on your Customer’s Needs
- 33. Examining Design Thinkingand It’s Impact on your Customer’s Needs Steve Towers www.stevebtowers.com