The document outlines the implementation of design thinking in business processes, emphasizing its importance for innovation and customer alignment. It discusses the value of design thinking, including human-centered approaches, observation, ideation, prototyping, and testing, to enhance customer experiences and organizational effectiveness. Recommendations include integrating design thinking principles across departments and emphasizing a customer-centric mindset in product and service development.

1. IMPLEMENTING
DESIGN THINKING
Your Company Name

2. CONTENT
2
Why we need Innovation in Business Processes & Operations?01
Where does Design Thinking add value?02
How Design Thinking works in Business Process & Operations?03
Building Blocks of Design Thinking04
Design Thinking Process Roadmap05
Recommendations06
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3. 3
WHY WE NEED INNOVATION IN BUSINESS PROCESSES & OPERATIONS?
31%
of companies truly reap the
Transformative value of digital
BECAUSE OF
55%
Success rate among those
with Good back/ Middle office
alignment to customer needs
BUT ONLY
16%
Are in that
Category
Inability to
Experiment Quickly
37%
Change Management
39%
Organizational
Silos
28%
Risk
Aversion
35%
Legacy
Systems
32%
3
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4. WHERE DOES DESIGN THINKING ADD VALUE?
4
Redesign the future state process
and delivery for the end customer
journey for a multination
al credit card and payment
services provider
Reimagine new operations being set up
and new products launches to
rationalize costs and optimize potential
business impact
Reimagine the planning, forecasting
and campaign management
processes, as well as operations for a
global manufacturer and direct selling
Redefine transitions and change
management processes, a critical
transformation component, into a
desirable and value-add experience
4
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5. HOW DESIGN THINKING WORKS IN BUSINESS PROCESS & OPERATIONS?
5
Design Thinking is a human centered approach to
Innovation that Integrates
DESIGN THINKING ENABLES
Customer Emotion
and Empathy
Possibilities of Digital
Tech and Analytics
Requirements for
Business Success
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6. BUILDING BLOCKS OF DESIGN THINKING
6
OBSERVATION
Team directly interacts & observes the behavior of
users with the intent of understanding their needs
on multiple levels- emotionally, functionally &
psychologically
IDEATION
Team translates the insights gained through direct
customer research & uses techniques like
sketches/ sticky notes to promote creativity to solve
problems as well as generate new ideas
PROTOTYPING
Team creates mockups, simulations & processes
as a way to convey the overall concept to users-
Look & feel; functionality of the experience
TESTING
Users then interact with the mockups, simulations
and provide their feedback. This is a continuous
process rather than a formal event that occurs
when a design is complete
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7. STAGE
“SPRINT”
PROGRAM
DESIGN THINKING PROCESS ROADMAP
3 days Palo Alto
Preliminary
Assessment
Landscape Design Hypothesis Test MVP Field Test V 1.0
+2 Weeks (Remote) TBD TBD
2 Weeks 1-3 Weeks +1 Week +1-2 Weeks +5-10 Weeks* +5-15 Weeks*
Scoping
Workshop
Refinement
Workshop
Co – Innovation
Workshop
Alignment Workshop
Discovery Synthesis to Prototype/ UI MVP to Product
7
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8. RECOMMENDATIONS
8
The experiences that
result from a design
thinking process are not
superficial; they
necessitate changes to be
made in supporting
business processes,
technologies and
organizational structures
The new customer
experiences that arise
through design thinking
will require an integration
and re-orchestration of
how the company relates
to customers on all
channels
Establish interdisciplinary
teams and processes that
put customer needs,
desires, emotions and
motivations at the center
of the product and service
design
Simultaneously apply all
elements of design
thinking, such as
observation, iterative
ideation, rapid prototyping
and frequent testing
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9. 9
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10. Timeline
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11. Venn
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Financial
50%
Minimum
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80%
Maximum
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65%
Medium
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13. Puzzle
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14. 14
Thank
You
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