SlideShare a Scribd company logo
Supercharging Human-Centered
Design Processes with Online
Collaboration Frameworks
Luke Hohmann
Founder and CEO
www.conteneo.co
luke.hohmann@conteneo.co
Agenda
2
Frameworks and Teams
Drinking our own champagne…
Many Design Thinking Methods
3
More Commonality Than Difference
4
• Building empathy
• Divergent thinking
• Sense-making
• Convergent thinking
• Determining priorities / making
choices
• Stakeholder involvement
• External
• Internal
Frameworks:
Tools for Designers, Agilists
5
What is a Framework
• A framework is a tool that enables knowledge
workers to perform their jobs. Frameworks
• Solve a problem.
• Fit into a process.
• Scale for both in-person and online use.
6
Prune the Future
Develop product/service roadmaps
Speed Boat / Sail Boat
Conduct scalable retrospectives
Framework Time Horizons & Frequency
We use frameworks at different “levels” of
abstraction and different time horizons.
Daily
Sprint
Strategy
Portfolio
Product
Release
Leader
PM
Dev
Team
Years
Quarters to Months
Weeks
Episodic
Continuous
Glue
Tactics
Strategy
7
Frameworks Integrate Organization Levels
8
Prune the
Product Tree
Prune the
Product Tree
Prune the
Product Tree
Prune the
Product Tree
Prune the
Product Tree
Prune the
Product Tree
Innovation
Ambition
Manage the Innovation Portfolio
A strategic framework
designed to manage a
portfolio of products…
… guides the roadmaps
of each product. Product
performance and
opportunity in turn feeds
the innovation portfolio. One Product Tree for each product…
Frameworks are Composable Tools
9
Design Thinking is one of
several frameworks that
companies use to create
products and design
experiences.
Design
Thinking
Design Thinking processes
often leverage other
frameworks, such as
Empathy Map and
Customer Journey
Mapping.
Customer
Journey
Map
Empathy
Map
The Benefits of Frameworks
Frameworks… Here’s How…
Improve decision-making Frameworks provide a clear structure to problem
solving.
Enable efficient collaboration Frameworks create shared mental models.
Solve increasingly complex
problems
No one framework can meet all needs – for
example, Scrum doesn’t provide a framework for
strategic planning (e.g., no roadmap).
Leverage wisdom and
experience
High-impact frameworks are retained and low-
impact frameworks are discarded.
10
Scrum Value
Proposition
Canvas
Design
Thinking
Ideas to ActionTM
11
Visual Thinking: Metaphors, Spatial Sensemaking
12
Prune the Product Tree
“Growth as a Tree…”
Speedboat / Race Cars
“Problems slow me down…”
Empathy Map
“Build Empathy”
Importance - Difficulty
“Organize & Prioritize”
Framework Structure Defines Meaning
13
Importance - Difficulty
Speed Boat
Lower is
“More Bad”
Explicit
Axes
Defined
Spaces
Prioritization / Resource Allocation
14
Chat area for
participants.
Items.
Area for participants to
make bids & purchases.
Collective and
individual budgets.
Cx-Sustainability Workshop
Let’s explore some examples!
Define
Ideate TestEmpathize
Gain
understanding
of who you are
designing for
Be clear
what you are
solving for
Brainstorm
potential
solutions.
Select top ideas
to develop
Engage your
audience in
testing your ideas
for feedback
Design
representation/s
of one or more
ideas
Prototype
Break-out 1 - Define Opportunities
• What problem are we solving for?
• From customer perspective
• Not a solution (that comes later)
• Go for quantity (step 1)
• Reference customer insights
1. Generate “how might we (HMW)...” statements
Action oriented customer goal
“help customers get only the accessories they need”
“make it easy to get to the device first”
2. Discuss
3. Pick top 3
4. Report-out
Keep in Mind
Conteneo Weave
Items in the
palette are added
to the image.
The platform
automatically tracks
placement and
meaning of items
Note the use of
custom images!
Break-out 2 - Brainstorm Ideas
• What problem are we solving for and for
whom
• Go for quantity
• Defer judgment – no bad ideas
• Think out of the box - wild ideas can be
brought down to earth later!
• Check “that won’t work” at the door
1. Brainstorm ideas of how to address your assigned HMW
statement; go for quantity (each team member adds to board)
2. Discuss. Build on them
3. Optional: Importance/Difficulty matrix
4. Report out
5. Optional: if finish, start work on another HMW statement
Keep in Mind
Integrated Frameworks
HR Workshop
Define
Ideate TestEmpathize
Prototype
Consider Multiple Frameworks
Research Review Empathy Map How Might We Brainstorm Ideas
(Breakouts)
Let’s Give it a Try!
IoT – Internet Enabled Trail Hiking/Running
24
You’re a member of Cisco IoT design team that is helping a
major shoe manufacturer explore the viability of Internet-
enabled trail hiking/running shows.
• 14 online forums
• 103 total participants
• 380 ideas
You now wish to use Buy a Feature as a
means to identify preferences in your
customers.
Buy a Feature
• 12-20 items described in
terms of benefits and costs
• 5 to 8 players given
limited budget
• Purchased items represent
shared priorities
• Chat logs shape resultsA Game To
Prioritize Stuff
You import items to
prioritize from
Excel.
We ran an experiment.
Contact Luke if you want to try
this at your company.
26
You have 15 minutes to pick your
favorite trail running shoe features!
“Under the Covers”
27
Guiding Principles
28
Teams do the work!
We scale through teams.
We control access
through guest lists.
Facilitators are helpful
but not always required.
All events recorded for analysis.
Collaboration Engines
29
To Facilitate or Not?
Facilitated
A human facilitator is present
and manages the flow of the
forum.
Recommended for market
research with customers or
when you want to have the
option for ad-hoc questions
and explorations of the
problem.
Unfacilitated
The participants manage the
flow of the forum on their
own.
Recommended for internal
teams who have experience
with the subject matter.
Typically greater scale!
30
City of San José Neighborhood Associations/Youth Commission
2014-2015 Priority Setting Sessions:
Innovation Games® Prioritization Results
Prepared for:
The City of San José
Prepared by:
Conteneo, Inc.
February 10, 2014
13 in-person games
21 online games
Subject Matter experts
100s of residents
Action Plan!
32
Start by creating your account!
Just click on any framework!
Resources
Human Centered Design Toolkit (Cisco)
• Instruction guide and printable templates
• 17 exercises to choose from
Human Centered Design Resource Library
• On-line HCD toolkit + user testing
methodologies
• Launch on-line forums
Human Centered Problem Solving Community
• Information, blogs, book reviews and
upcoming classes
Discussions
34
35
Conteneo, Inc.
1296 Kifer Rd, Suite 601
Sunnyvale, CA 94086
Please visit us at www.conteneo.co and www.innovationgames.com!
Framework and Applications
Keep reading for frameworks that
you can use in very specific ways!
36
Envisioning
Product Box
Set a vision for your
product with
customers.
Remember the Future
Understand shared steps
for mutual success.
Relationships and Use
Spider Web
Understand complex
relationships from
your customers’
point of view.
Start Your Day
Know how the when
influences the how.
Empathy and Insight
The Apprentice
Build empathy for
your customer’s
experience.
Me and My Shadow
Identify needs that your
customers don’t know
they even had!
Boundaries
Spider Web
Understand complex
relationships from
your customers’
point of view.
Give Them a Hot Tub
Use outrageous ideas to
establish boundaries and
develop breakthroughs.
Hidden Needs and Problems
Show and Tell
Understand usage
from your customers’
point of view.
Speed Boat
Understand the
problems your
customers are facing.
Prioritization
20/20 Vision
Understand customer
benefit priorities.
Prune the Product Tree
Develop great roadmaps.
Buy a Feature
Use a virtual market
to prioritize features/projects.

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Frameworks for Human-Centered Design

  • 1. Supercharging Human-Centered Design Processes with Online Collaboration Frameworks Luke Hohmann Founder and CEO www.conteneo.co luke.hohmann@conteneo.co
  • 4. More Commonality Than Difference 4 • Building empathy • Divergent thinking • Sense-making • Convergent thinking • Determining priorities / making choices • Stakeholder involvement • External • Internal
  • 6. What is a Framework • A framework is a tool that enables knowledge workers to perform their jobs. Frameworks • Solve a problem. • Fit into a process. • Scale for both in-person and online use. 6 Prune the Future Develop product/service roadmaps Speed Boat / Sail Boat Conduct scalable retrospectives
  • 7. Framework Time Horizons & Frequency We use frameworks at different “levels” of abstraction and different time horizons. Daily Sprint Strategy Portfolio Product Release Leader PM Dev Team Years Quarters to Months Weeks Episodic Continuous Glue Tactics Strategy 7
  • 8. Frameworks Integrate Organization Levels 8 Prune the Product Tree Prune the Product Tree Prune the Product Tree Prune the Product Tree Prune the Product Tree Prune the Product Tree Innovation Ambition Manage the Innovation Portfolio A strategic framework designed to manage a portfolio of products… … guides the roadmaps of each product. Product performance and opportunity in turn feeds the innovation portfolio. One Product Tree for each product…
  • 9. Frameworks are Composable Tools 9 Design Thinking is one of several frameworks that companies use to create products and design experiences. Design Thinking Design Thinking processes often leverage other frameworks, such as Empathy Map and Customer Journey Mapping. Customer Journey Map Empathy Map
  • 10. The Benefits of Frameworks Frameworks… Here’s How… Improve decision-making Frameworks provide a clear structure to problem solving. Enable efficient collaboration Frameworks create shared mental models. Solve increasingly complex problems No one framework can meet all needs – for example, Scrum doesn’t provide a framework for strategic planning (e.g., no roadmap). Leverage wisdom and experience High-impact frameworks are retained and low- impact frameworks are discarded. 10 Scrum Value Proposition Canvas Design Thinking
  • 12. Visual Thinking: Metaphors, Spatial Sensemaking 12 Prune the Product Tree “Growth as a Tree…” Speedboat / Race Cars “Problems slow me down…” Empathy Map “Build Empathy” Importance - Difficulty “Organize & Prioritize”
  • 13. Framework Structure Defines Meaning 13 Importance - Difficulty Speed Boat Lower is “More Bad” Explicit Axes Defined Spaces
  • 14. Prioritization / Resource Allocation 14 Chat area for participants. Items. Area for participants to make bids & purchases. Collective and individual budgets.
  • 16. Define Ideate TestEmpathize Gain understanding of who you are designing for Be clear what you are solving for Brainstorm potential solutions. Select top ideas to develop Engage your audience in testing your ideas for feedback Design representation/s of one or more ideas Prototype
  • 17. Break-out 1 - Define Opportunities • What problem are we solving for? • From customer perspective • Not a solution (that comes later) • Go for quantity (step 1) • Reference customer insights 1. Generate “how might we (HMW)...” statements Action oriented customer goal “help customers get only the accessories they need” “make it easy to get to the device first” 2. Discuss 3. Pick top 3 4. Report-out Keep in Mind
  • 18. Conteneo Weave Items in the palette are added to the image. The platform automatically tracks placement and meaning of items Note the use of custom images!
  • 19. Break-out 2 - Brainstorm Ideas • What problem are we solving for and for whom • Go for quantity • Defer judgment – no bad ideas • Think out of the box - wild ideas can be brought down to earth later! • Check “that won’t work” at the door 1. Brainstorm ideas of how to address your assigned HMW statement; go for quantity (each team member adds to board) 2. Discuss. Build on them 3. Optional: Importance/Difficulty matrix 4. Report out 5. Optional: if finish, start work on another HMW statement Keep in Mind
  • 22. Define Ideate TestEmpathize Prototype Consider Multiple Frameworks Research Review Empathy Map How Might We Brainstorm Ideas (Breakouts)
  • 23. Let’s Give it a Try!
  • 24. IoT – Internet Enabled Trail Hiking/Running 24 You’re a member of Cisco IoT design team that is helping a major shoe manufacturer explore the viability of Internet- enabled trail hiking/running shows. • 14 online forums • 103 total participants • 380 ideas You now wish to use Buy a Feature as a means to identify preferences in your customers.
  • 25. Buy a Feature • 12-20 items described in terms of benefits and costs • 5 to 8 players given limited budget • Purchased items represent shared priorities • Chat logs shape resultsA Game To Prioritize Stuff You import items to prioritize from Excel.
  • 26. We ran an experiment. Contact Luke if you want to try this at your company. 26 You have 15 minutes to pick your favorite trail running shoe features!
  • 28. Guiding Principles 28 Teams do the work! We scale through teams. We control access through guest lists. Facilitators are helpful but not always required. All events recorded for analysis.
  • 30. To Facilitate or Not? Facilitated A human facilitator is present and manages the flow of the forum. Recommended for market research with customers or when you want to have the option for ad-hoc questions and explorations of the problem. Unfacilitated The participants manage the flow of the forum on their own. Recommended for internal teams who have experience with the subject matter. Typically greater scale! 30
  • 31. City of San José Neighborhood Associations/Youth Commission 2014-2015 Priority Setting Sessions: Innovation Games® Prioritization Results Prepared for: The City of San José Prepared by: Conteneo, Inc. February 10, 2014 13 in-person games 21 online games Subject Matter experts 100s of residents
  • 32. Action Plan! 32 Start by creating your account! Just click on any framework!
  • 33. Resources Human Centered Design Toolkit (Cisco) • Instruction guide and printable templates • 17 exercises to choose from Human Centered Design Resource Library • On-line HCD toolkit + user testing methodologies • Launch on-line forums Human Centered Problem Solving Community • Information, blogs, book reviews and upcoming classes
  • 35. 35 Conteneo, Inc. 1296 Kifer Rd, Suite 601 Sunnyvale, CA 94086 Please visit us at www.conteneo.co and www.innovationgames.com!
  • 36. Framework and Applications Keep reading for frameworks that you can use in very specific ways! 36
  • 37. Envisioning Product Box Set a vision for your product with customers. Remember the Future Understand shared steps for mutual success.
  • 38. Relationships and Use Spider Web Understand complex relationships from your customers’ point of view. Start Your Day Know how the when influences the how.
  • 39. Empathy and Insight The Apprentice Build empathy for your customer’s experience. Me and My Shadow Identify needs that your customers don’t know they even had!
  • 40. Boundaries Spider Web Understand complex relationships from your customers’ point of view. Give Them a Hot Tub Use outrageous ideas to establish boundaries and develop breakthroughs.
  • 41. Hidden Needs and Problems Show and Tell Understand usage from your customers’ point of view. Speed Boat Understand the problems your customers are facing.
  • 42. Prioritization 20/20 Vision Understand customer benefit priorities. Prune the Product Tree Develop great roadmaps. Buy a Feature Use a virtual market to prioritize features/projects.