SlideShare a Scribd company logo
Vinay	
  Dabholkar,	
  Ph.D.	
                         Raghu	
  Kolli	
  
President,	
  Catalign	
  Innova5on	
  Consul5ng	
     Director,	
  Innova5on	
  Workshops	
  
	
                                                     	
  
Empathy:	
  Field	
  study	
  
Customer	
  Insights	
  
People	
  didn’t	
  mind	
  wai5ng,	
  if	
  queue	
  moved	
  faster,	
  and	
  were	
  treated	
  well	
  at	
  the	
  
end	
  of	
  the	
  wait.	
  

When there are fewer customers, the service delivery was quick and
efficient and surplus staff could have provided extra services.

Customers increasingly relied on a person guiding them where to go or
what to do next inspite of signs.

Even a well equipped counter could not serve well because the queue
system was dysfunctional.
Challenge	
  Defini5on	
  
Idea5on	
  
Prototyping	
  
Tes5ng	
  

“The	
  experience	
  will	
  be	
  wonderful	
  if	
  such	
  a	
  system	
  was	
  
implemented.	
  I	
  will	
  feel	
  relaxed	
  and	
  grab	
  a	
  chai	
  instead	
  
of	
  wai5ng	
  here.	
  ”	
  	
  -­‐	
  Mr.	
  Gowda	
  




“The	
  experience	
  will	
  be	
  nice.	
  No	
  need	
  to	
  wait	
  in	
  the	
  
queue	
  and	
  will	
  feel	
  relaxed.”	
  -­‐	
  Mr.	
  Narayana	
  




“Will	
  help	
  me	
  be	
  present	
  at	
  the	
  counter	
  on	
  5me.”	
  	
  
-­‐	
  Mr.	
  Syed	
  Ismail	
  
Result
SMS Token Service




Your	
  token	
  no	
  is	
  22.	
  Currently	
  
serving	
  no	
  7.	
  You	
  will	
  be	
  no5fed	
  
when	
  there	
  are	
  only	
  two	
  more	
  
before	
  your	
  turn.	
  



    Next step:
Strategy and Pilot
Design	
  Thinkers	
  
What	
  we	
  Learned	
  
•  “I am going to put myself in the user’s shoes while designing solutions;
   prototype possible designs and give options to the Users to choose.”
   - Srinivas

•  “It will help me in re engineering and redesigning processes/ providing
   Innovative and simpler business solutions before Migrations.” - Krishna

•  DT will help me in structured thinking, ideating plus implementing by
   prototyping and testing. It helps in scanning the core problem area with
   respect to people, process and technology and perform a complete radical
   thinking so we arrive at new school of ideas. So think better and make
   others think better too. –Veera

•  “Good learning experience on solution validation in reality” - Jay

•  “It is very important to make sure that our ideas are not constrained by our
   goals, whenever we apply design thinking to our work” - Koel
FACILITATORS



     Vinay Dabholkar Ph.D
President, Catalign Innovation Consulting
          M: +91 994 575 7913
           vinay@catalign.com
            www.catalign.com



            Raghu Kolli
     Director, Innovation Workshops
            +91 988 659 5252
     raghu@innovationworkshops.in
       www.linkedin.com/in/kolli

                 ©2012

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Highlights of Design Thinking program held in Bangalore

  • 1. Vinay  Dabholkar,  Ph.D.   Raghu  Kolli   President,  Catalign  Innova5on  Consul5ng   Director,  Innova5on  Workshops      
  • 3. Customer  Insights   People  didn’t  mind  wai5ng,  if  queue  moved  faster,  and  were  treated  well  at  the   end  of  the  wait.   When there are fewer customers, the service delivery was quick and efficient and surplus staff could have provided extra services. Customers increasingly relied on a person guiding them where to go or what to do next inspite of signs. Even a well equipped counter could not serve well because the queue system was dysfunctional.
  • 7. Tes5ng   “The  experience  will  be  wonderful  if  such  a  system  was   implemented.  I  will  feel  relaxed  and  grab  a  chai  instead   of  wai5ng  here.  ”    -­‐  Mr.  Gowda   “The  experience  will  be  nice.  No  need  to  wait  in  the   queue  and  will  feel  relaxed.”  -­‐  Mr.  Narayana   “Will  help  me  be  present  at  the  counter  on  5me.”     -­‐  Mr.  Syed  Ismail  
  • 8. Result SMS Token Service Your  token  no  is  22.  Currently   serving  no  7.  You  will  be  no5fed   when  there  are  only  two  more   before  your  turn.   Next step: Strategy and Pilot
  • 10. What  we  Learned   •  “I am going to put myself in the user’s shoes while designing solutions; prototype possible designs and give options to the Users to choose.” - Srinivas •  “It will help me in re engineering and redesigning processes/ providing Innovative and simpler business solutions before Migrations.” - Krishna •  DT will help me in structured thinking, ideating plus implementing by prototyping and testing. It helps in scanning the core problem area with respect to people, process and technology and perform a complete radical thinking so we arrive at new school of ideas. So think better and make others think better too. –Veera •  “Good learning experience on solution validation in reality” - Jay •  “It is very important to make sure that our ideas are not constrained by our goals, whenever we apply design thinking to our work” - Koel
  • 11. FACILITATORS Vinay Dabholkar Ph.D President, Catalign Innovation Consulting M: +91 994 575 7913 vinay@catalign.com www.catalign.com Raghu Kolli Director, Innovation Workshops +91 988 659 5252 raghu@innovationworkshops.in www.linkedin.com/in/kolli ©2012