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Frequently	Asked	Questions
5
Design Thinking
•  Review	the	core	principles	of	Design	Thinking	
•  Why	it’s	important	
•  Who	should	participate	
•  	How	to	create	a	culture	of	Design	Thinking	
•  Practical	ways	to	drive	creativity	and	innovation
What is Design
Thinking?
•  Design	thinking	is	a	
customer-focused,	
iterative	approach	to	
business	practices	that	
can	solve	common	
problems	for	
organizations	and	their	
customers	in	more	
innovative	ways.		
Goal	Oriented,		
	outside	in	approach	to	
	 		solving	for	customer	experience
77
Human Centric
Empathy &
Observation
Defining the Shared
Problem
Ideating on Solutions
Develop prototype
Test prototype
8
Why Design
Thinking is
Important
9
1010
11
Current State Future State
imagine an ideal organization
transformed by digital
technologies and capabilities
that improve processes, engage
talent across the organization,
and drive new value-generating
business models.
1212
Experience Economy…
where	Innovation	leading	
to	a	unique	customer	
experience	is	what	
separates	the	winners	from	
the	losers
Design Thinking enables organizations to create
value by more effectively ideating to uncover a
broader set of possible products and services
to better meet customer needs, deepen
customer and supplier relationships,
and improve the design of digital experiences.
14
“You must see the
world anew”
What we have is
a crisis of
imagination”
Peter Buffet
Who Should Participate?
16
17
Changing Nature of Work
Where are the good ideas?
Siloed Approach
Mission-driven Teams
YESTERDAY TODAY
vs.
“Hero Teams
Everyone is a
Designer
Connect & Collaborate
Command & Control
1818
Everyone is
a Designer
19
Let’s chat
I consider myself a designer (in my organization?)
Yes
No
Not quite sure
20
Does your organization support an “Everyone is a Designer” culture?
Yes
No
Sometimes
Not sure
How to Create a Culture
of Design Thinking
Start with the Customer
2323
Then add YOU
Begin with an open/beginner mindset
Learn about the problem
Stay curious- Ask new questions
Observe customers in their own environment
Embrace uncertainty
24
Organizational Innovation
25
HUMAN CENTERED DESIGN THINKING COMPETENCY FRAMEWORK
•  Research	
•  Ethnography	
•  Testing	
•  Observing	the	Customer	
•  	 Stakeholder	mapping	
•  	 Experience	mapping	
•  Organizing	Insights	
through	Affinity	
Clustering	
•  Assessing	&	Filtering	
Insights	
•  Generating	&Framing	
Insights	
•  Generating	Ideas	
•  Modeling	Ideas	
•  Communicating	Ideas
Does your
organization
currently offer
Design
Thinking
Development
opportunities?
Yes	
No	
Not	sure	
In	pockets
27
How can Skillsoft Help?
HUMAN	CENTERED	DESIGN	
THINKING	COMPETENCY	
FRAMEWORK	
	
10	Critical	Competencies	to	Master	for	
Human-Centric	Design	
	
SKILLSOFT	COURSE	OFFERINGS
28
Video-based Microlearning
“Design Thinking for Innovation” Courses
Expanding the existing curriculum with new cutting-
edge content covering design thinking
competencies
•  Stakeholder Engagement
•  Defining Opportunities
•  Brainstorming and Ideation
•  Prototype and Testing
Developed in partnership with PDD Innovation
Pragmatic Application
Examples
High Definition, Video-
Based Courses
High-Motion Iconography
Brings Content to Life
Modern, Engaging
Instructional Design
29
“
“Design Thinking has great
power to solve problems for
us. It’s not just about the
design of a product, it’s
about any complex
problem. It’s a set of tools
and techniques that enables
us to engage in creative
problem solving that is
rooted in really
understanding the
experience of the user and
how we can make it better.”
Mike	Roberto,		
Skillsoft	Expert	on	Design	
Thinking,	Skillsoft	2017
“Design’s greatest superpower is that
it helps navigate the unknown
through cycles of creativity and
critical thinking. Design asks that we
enter the process with an open mind;
it assumes we don’t know the answer
from the very beginning, which
liberates us from going into the
process with a promise of certainty”
Lisa	Kay	Solomon,		
Skillsoft	Expert	on	Design	
Thinking,	Skillsoft	2018
32
“People go where they feel welcome but stay where they feel
valued”
Employee Experience Customer Experience
33
Design Thinking Business Impact
Using design thinking organizations can
•  Increase sales and conversion rates through
better offerings and experiences
•  Reduce maintenance with fewer calls to
customer support
•  Increase close rates from visitors to customers
and average order value
•  Improve products and experiences to drive
higher satisfaction to increase customer
retention, upgrades, and return.
“While mostly viewed as a technique
for unlocking innovation, design
thinking offers the chance to shorten
development timelines, better use
resources and create experiences
that differentiate your portfolio.”
Apply Design Thinking to Accelerate Time to
Market and Reduce Development Costs,
Lars Van Dam, Gartner Group, September
2018
Questions? Reach out! Kristin.Shackelford@Skillsoft.com
Kristin Shackelford, Solution Principal,
Organization Transformation, Skillsoft
Corporation
20+ Years experience guiding Executives for
successful transformation, Kristin supports as a
Global Evangelizer of Skillsoft’s Business, Leadership
and Digital Transformation portfolios. Seeker of
industry insights and customer partner in building the
workforce of the future. With the objective of a
stronger DevOps culture, Kristin’s expertise secures
greater confidence amongst Senior Leaders to break-
down silos.
#CLOwebinar
	 	
		
Register for the next webinar!
Re-evaluating Your Organization’s Skill Gaps
Thursday, November 21, 2019
Webinars start at 2 p.m. Eastern / 11 a.m. Pacific
Register for all upcoming Chief Learning Officer Webinars at
clomedia.com/webinars

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EXPLORE THE CORE PRINCIPLES OF DESIGN THINKING

  • 1. #CLOwebinar The presentation will begin at the top of the hour. A dial in number will not be provided. Listen to today’s webinar using your computer’s speakers or headphones. Welcome to the webinar!
  • 2. #CLOwebinar Tools You Can Use Audio Control –  A dial in number will not be provided. –  The audio will stream through your headphones or computer speakers. –  Also check your computer’s volume for external speakers or headsets.
  • 4. #CLOwebinar 1. May I receive a copy of the slides? YES! Click on the handouts located on the right portion of your screen. 2. May I review the webinar recording at a later date? YES! You may log in again using today’s link to review the presentation on-demand. 3. Is this webinar HRCI or SHRM certified? YES! The HRCI and SHRM certification codes will be sent in the follow up email. Frequently Asked Questions
  • 5. 5 Design Thinking •  Review the core principles of Design Thinking •  Why it’s important •  Who should participate •  How to create a culture of Design Thinking •  Practical ways to drive creativity and innovation
  • 6. What is Design Thinking? •  Design thinking is a customer-focused, iterative approach to business practices that can solve common problems for organizations and their customers in more innovative ways. Goal Oriented, outside in approach to solving for customer experience
  • 7. 77 Human Centric Empathy & Observation Defining the Shared Problem Ideating on Solutions Develop prototype Test prototype
  • 9. 9
  • 10. 1010
  • 11. 11 Current State Future State imagine an ideal organization transformed by digital technologies and capabilities that improve processes, engage talent across the organization, and drive new value-generating business models.
  • 12. 1212
  • 13. Experience Economy… where Innovation leading to a unique customer experience is what separates the winners from the losers Design Thinking enables organizations to create value by more effectively ideating to uncover a broader set of possible products and services to better meet customer needs, deepen customer and supplier relationships, and improve the design of digital experiences.
  • 14. 14 “You must see the world anew” What we have is a crisis of imagination” Peter Buffet
  • 16. 16
  • 17. 17 Changing Nature of Work Where are the good ideas? Siloed Approach Mission-driven Teams YESTERDAY TODAY vs. “Hero Teams Everyone is a Designer Connect & Collaborate Command & Control
  • 19. 19 Let’s chat I consider myself a designer (in my organization?) Yes No Not quite sure
  • 20. 20 Does your organization support an “Everyone is a Designer” culture? Yes No Sometimes Not sure
  • 21. How to Create a Culture of Design Thinking
  • 22. Start with the Customer
  • 23. 2323 Then add YOU Begin with an open/beginner mindset Learn about the problem Stay curious- Ask new questions Observe customers in their own environment Embrace uncertainty
  • 25. 25 HUMAN CENTERED DESIGN THINKING COMPETENCY FRAMEWORK •  Research •  Ethnography •  Testing •  Observing the Customer •  Stakeholder mapping •  Experience mapping •  Organizing Insights through Affinity Clustering •  Assessing & Filtering Insights •  Generating &Framing Insights •  Generating Ideas •  Modeling Ideas •  Communicating Ideas
  • 27. 27 How can Skillsoft Help? HUMAN CENTERED DESIGN THINKING COMPETENCY FRAMEWORK 10 Critical Competencies to Master for Human-Centric Design SKILLSOFT COURSE OFFERINGS
  • 28. 28 Video-based Microlearning “Design Thinking for Innovation” Courses Expanding the existing curriculum with new cutting- edge content covering design thinking competencies •  Stakeholder Engagement •  Defining Opportunities •  Brainstorming and Ideation •  Prototype and Testing Developed in partnership with PDD Innovation Pragmatic Application Examples High Definition, Video- Based Courses High-Motion Iconography Brings Content to Life Modern, Engaging Instructional Design
  • 29. 29
  • 30. “ “Design Thinking has great power to solve problems for us. It’s not just about the design of a product, it’s about any complex problem. It’s a set of tools and techniques that enables us to engage in creative problem solving that is rooted in really understanding the experience of the user and how we can make it better.” Mike Roberto, Skillsoft Expert on Design Thinking, Skillsoft 2017
  • 31. “Design’s greatest superpower is that it helps navigate the unknown through cycles of creativity and critical thinking. Design asks that we enter the process with an open mind; it assumes we don’t know the answer from the very beginning, which liberates us from going into the process with a promise of certainty” Lisa Kay Solomon, Skillsoft Expert on Design Thinking, Skillsoft 2018
  • 32. 32 “People go where they feel welcome but stay where they feel valued” Employee Experience Customer Experience
  • 33. 33 Design Thinking Business Impact Using design thinking organizations can •  Increase sales and conversion rates through better offerings and experiences •  Reduce maintenance with fewer calls to customer support •  Increase close rates from visitors to customers and average order value •  Improve products and experiences to drive higher satisfaction to increase customer retention, upgrades, and return. “While mostly viewed as a technique for unlocking innovation, design thinking offers the chance to shorten development timelines, better use resources and create experiences that differentiate your portfolio.” Apply Design Thinking to Accelerate Time to Market and Reduce Development Costs, Lars Van Dam, Gartner Group, September 2018
  • 34. Questions? Reach out! Kristin.Shackelford@Skillsoft.com Kristin Shackelford, Solution Principal, Organization Transformation, Skillsoft Corporation 20+ Years experience guiding Executives for successful transformation, Kristin supports as a Global Evangelizer of Skillsoft’s Business, Leadership and Digital Transformation portfolios. Seeker of industry insights and customer partner in building the workforce of the future. With the objective of a stronger DevOps culture, Kristin’s expertise secures greater confidence amongst Senior Leaders to break- down silos.
  • 35. #CLOwebinar Register for the next webinar! Re-evaluating Your Organization’s Skill Gaps Thursday, November 21, 2019 Webinars start at 2 p.m. Eastern / 11 a.m. Pacific Register for all upcoming Chief Learning Officer Webinars at clomedia.com/webinars