Darden School of Business professor Jeanne Liedtka continues her webinar series on 'Evaluating the Impact of Design Thinking', this time as part of MURAL Imagine, focusing on the ‘social technology’ aspect of design thinking.
Since the advent of the Internet, the world of UX has grown exponentially. Application and adoption of UX has, in kind, broadened dramatically, but there is still one major shortage — UX LEADERSHIP. As a result of this deficit, the field is being misdefined and occupied by unqualified people, threatening its growth, understanding, and well-being. This presentation will address the need for leaders and share ways to mature into a leader.
The role of mindset in design thinking: Implications for capability developme...Zaana Jaclyn
Presentation for Design for Business: Research conference, 12-13 May 2015, Melbourne, Victoria. Part of Melbourne International Design Week 2015.
Paper abstract:
Design thinking continues to be an emergent field as it pertains to business. In building design thinking capability in organizations the current focus is on design skills and tools, rather than mindset. This imbalance toward design process, methods and tools is also present within design thinking and design research literature. Mindset is little acknowledged.
The purpose of this paper is to investigate and articulate the role of mindset within design thinking capability and practice. Mindset is the perspective that informs how a person approaches and interacts in the world (Nelson & Stolterman 2013). Where mindset is acknowledged as a critical underpinning for design thinking in the literature, it is usually presented as guiding principles for design doing. There is little insight into what the different mindsets are, how to develop or enact them, or how mindset impacts on practice. Mindset remains underexplored in discussions of design competency and maturity.
By analysing qualitative data collected across three studies of a doctoral research project exploring the composition of design thinking in practice, two mindsets emerged. These were: design thinking as a way of work and design thinking as a way of life. Design thinking as a way of work is focused on the process of design thinking with the primary purpose of designing for outputs and innovation. Design thinking as a way of life is a holistic view of design thinking where the focus is on designing for transformation and creating positive change. These mindsets are scalable, applicable to an individual or organization.
The two mindsets, when mapped against competencies in design knowledge, skills and tools, contribute a framework to explore maturity in design thinking. Understanding the maturity framework, and the role of mindset within it, has implications for how an individual and organization can build capability in design thinking and maximise outcomes in the environment in which they are designing.
Lessons From the DesignOps Journey of the World’s Largest Travel Site (Eniola...Rosenfeld Media
Eniola Oluwole: “Lessons From the DesignOps Journey of the World’s Largest Travel Site”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
Distributed Design Operations Management (Jilanna Wilson at DesignOps Summit ...Rosenfeld Media
Jilanna Wilson: “Distributed Design Operations Management”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
This document provides guidance on how to conduct an effective brainstorming session. It discusses preparing for the session by selecting participants and a facilitator. During the session, the group should follow rules like deferring judgment and encouraging wild ideas. Ideas are captured using tools like post-its. After brainstorming, the group synthesizes the ideas by grouping, sorting and prioritizing them. An effective brainstorming session generates a lot of ideas to choose from by applying these techniques.
Visual design principles & practices for web and mobile appsTania Schlatter
These slides are from a one-day class designed to help product teams bridge the gap between applications that look great or are highly functional.
This class, given with the Boston UXPA, provides guidelines and examples about how to make visual design decisions that reinforce usability best practices and create interfaces that people value. Participants learn the characteristics of “visually usable” apps to know what to shoot for, and get an introduction to the visual design “tools” for digital apps – layout, type, color, imagery, and controls and affordances – and how to use them to create appealing applications people can easily understand and use.
Since the advent of the Internet, the world of UX has grown exponentially. Application and adoption of UX has, in kind, broadened dramatically, but there is still one major shortage — UX LEADERSHIP. As a result of this deficit, the field is being misdefined and occupied by unqualified people, threatening its growth, understanding, and well-being. This presentation will address the need for leaders and share ways to mature into a leader.
The role of mindset in design thinking: Implications for capability developme...Zaana Jaclyn
Presentation for Design for Business: Research conference, 12-13 May 2015, Melbourne, Victoria. Part of Melbourne International Design Week 2015.
Paper abstract:
Design thinking continues to be an emergent field as it pertains to business. In building design thinking capability in organizations the current focus is on design skills and tools, rather than mindset. This imbalance toward design process, methods and tools is also present within design thinking and design research literature. Mindset is little acknowledged.
The purpose of this paper is to investigate and articulate the role of mindset within design thinking capability and practice. Mindset is the perspective that informs how a person approaches and interacts in the world (Nelson & Stolterman 2013). Where mindset is acknowledged as a critical underpinning for design thinking in the literature, it is usually presented as guiding principles for design doing. There is little insight into what the different mindsets are, how to develop or enact them, or how mindset impacts on practice. Mindset remains underexplored in discussions of design competency and maturity.
By analysing qualitative data collected across three studies of a doctoral research project exploring the composition of design thinking in practice, two mindsets emerged. These were: design thinking as a way of work and design thinking as a way of life. Design thinking as a way of work is focused on the process of design thinking with the primary purpose of designing for outputs and innovation. Design thinking as a way of life is a holistic view of design thinking where the focus is on designing for transformation and creating positive change. These mindsets are scalable, applicable to an individual or organization.
The two mindsets, when mapped against competencies in design knowledge, skills and tools, contribute a framework to explore maturity in design thinking. Understanding the maturity framework, and the role of mindset within it, has implications for how an individual and organization can build capability in design thinking and maximise outcomes in the environment in which they are designing.
Lessons From the DesignOps Journey of the World’s Largest Travel Site (Eniola...Rosenfeld Media
Eniola Oluwole: “Lessons From the DesignOps Journey of the World’s Largest Travel Site”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
Distributed Design Operations Management (Jilanna Wilson at DesignOps Summit ...Rosenfeld Media
Jilanna Wilson: “Distributed Design Operations Management”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
This document provides guidance on how to conduct an effective brainstorming session. It discusses preparing for the session by selecting participants and a facilitator. During the session, the group should follow rules like deferring judgment and encouraging wild ideas. Ideas are captured using tools like post-its. After brainstorming, the group synthesizes the ideas by grouping, sorting and prioritizing them. An effective brainstorming session generates a lot of ideas to choose from by applying these techniques.
Visual design principles & practices for web and mobile appsTania Schlatter
These slides are from a one-day class designed to help product teams bridge the gap between applications that look great or are highly functional.
This class, given with the Boston UXPA, provides guidelines and examples about how to make visual design decisions that reinforce usability best practices and create interfaces that people value. Participants learn the characteristics of “visually usable” apps to know what to shoot for, and get an introduction to the visual design “tools” for digital apps – layout, type, color, imagery, and controls and affordances – and how to use them to create appealing applications people can easily understand and use.
This document discusses participatory design and how to conduct remote participatory design sessions during the COVID-19 pandemic. Participatory design involves stakeholders in the design process to better understand their needs. It describes common participatory design activities like generative collaging to elicit ideas and reflective card sorting to evaluate concepts. When planning remote sessions, the document recommends keeping the technology simple, designing effective recruitment, considering the at-home experience by sending materials, and being flexible with logistics like shorter sessions to avoid fatigue from long video calls. The goal is to effectively engage participants remotely to gain insights through adapted participatory design activities.
How to Introduce Creativity and Innovation into Your Place of Work - The Art ...Doug Shaw
The document summarizes a presentation by Doug Shaw and Joe Gerstandt on introducing creativity and innovation into the workplace. Some key points made in the presentation include that creativity is a critical capability for navigating today's complex world, but that it is often not encouraged or perceived as inefficient in many workplace cultures. The presentation provides strategies for overcoming barriers to creativity, such as being vulnerable, drawing without judgment, using sketching to trigger ideas and memories, and telling stories.
[SAMPLE MATERIALS] Exploration x Design presents Creative Facilitation Exploration x Design
Design Thinking is a process for problem solving through creative methodologies. Facilitators are required at every step of the process in order to focus the project team on specific tasks. The role of facilitator is not project management or a directorship.
In many ways, Creative Facilitation inverses how we learn. Instead of presenting material and instructing participants to absorb and memorize; creative facilitation asks participants to provide content from their own understanding and experiences. Participants are challenged to learn from eachother by working in small groups of diverse skills, backgrounds and abilities. They have to create something through creative activities and collaboration.
This 2-hour workshop provides the following:
- Planning a Creative Work Session
- Case Study & Discussion: Examples of Ideation Sessions
- Principles of Creative Facilitation
- Activity: Planning Your Next Session
- Q&A
Human Capital Growth Webinar: Boost your hr practices with design thinkingHuman Capital Growth
This webinar will address the role of designing thinking and evidence-based talent management in developing tailored HR solutions to people problems.
http://www.humancapitalgrowth.com/boost-your-hr-practices-with-design-thinking.html
Design Lab: Reinventing the Nonprofit Work EthnicBeth Kanter
The document describes a design lab workshop facilitated by Beth Kanter focused on strategies for nonprofits to promote employee self-care and prevent burnout. The agenda includes user interviews to understand challenges and opportunities regarding self-care, affinity mapping to identify themes from the research, and idea generation activities like round robin brainstorming. The goal is for participants to leave with new ideas for integrating self-care into their organizations in a way that leads to better results and sustainability without burnout.
This document discusses how to reduce failure when implementing change through an agency perspective. It begins by explaining that change programs often fail due to resistance from informal networks in organizations, not flaws in implementation plans. It then discusses the differences between resistance and reactance, noting that reactance is an instinctual reaction against being told what to do. The document provides eight strategies for avoiding or overcoming reactance, such as building cooperation from the start and understanding different perspectives. Overall, the document advocates considering social and psychological factors to successfully implement change rather than just focusing on structural or compliance aspects of change programs.
Designing and Driving UX Careers: A Framework for Empowering UX Teams (Ian Sw...Rosenfeld Media
Ian Swinson: "Designing and Driving UX Careers: A Framework for Empowering UX Teams"
Enterprise UX 2016 • June 8, 2016 • San Antonio, TX, USA
http://2016.enterpriseux.net
Personas are used in design to keep users at the center of the process. They allow designers to have empathy for different types of customers and understand that customers have varying needs based on context. While personas provide structure, storytelling, and strategy guidance, they must be kept up-to-date and relevant to avoid becoming stale or excessive. Designers should use technology to easily update personas, keep persona details cheap and focused on context of use, and share personas widely to integrate them into ongoing design conversations.
This document provides an agenda and overview for a two-day experience design workshop. Day 1 focuses on research techniques like interviews and creating personas from research. Participants will learn about vision, brand promise, and the 5E experience model. Day 2 covers design techniques such as journey mapping and prototyping experiences. The intended outcomes are a powerful group learning experience that inspires and empowers participants creatively. Participants will use three experience design tools to develop their projects. The workshop aims to teach what experience design is and practice the tools, methods and mindsets for designing meaningful experiences.
Appreciative Inquiry is a communication theory and tool that focuses on identifying what is working well within an organization rather than focusing on problems. It involves exploring the best experiences and strengths through open-ended questioning to discover the organization's core values and shared visions for the future. Appreciative Inquiry was developed in the 1980s and uses a 4D model of Discovery, Dream, Design, and Destiny to help organizations evolve by building on past successes.
Interactive Journey Maps: Take your design & strategy to the next levelJennifer Briselli
Presented at Big Design Conference, Dallas, 9/20/2019
You can find two (redacted) examples online:
Interactive journey map: http://madpowprojects.com/MadPow/sample-interactive-journey-map/
Interactive experience ecosystem: http://madpowprojects.com/MadPow/sample-experience-ecosystem/
How can focus help our business, our teams, ourselves? This presentation disassembles the difficulty we have in achieving various kinds of focus (vision, goal, users, pragmatism, attention, calm) and gives practical tips on how to approach and improve each of them.
This talk was originally prepared for ThemeConf (themeconf.com) and From the Front (2015.fromthefront.it).
Delegating is hard. It's even harder when we keep anchoring ourselves to old ideas of what management is and what skills requires, without realizing how different is the job of a manager. And then, we become managers ourselves. One of the hurdles that every manager has to overcome at some point in their career, often very early, is the ability to delegate and manage this delegation. This talk will look into the various delegation issues, and how we can revise the idea of management in a new light to acquire new tools to succeed.
Talk done at WEBdeLDN.
This document outlines the agenda for Day II of an Experience Design seminar at Hyper Island in 2016. The morning session will go deeper into experience design and include a UX case study of the Marine Museum. After lunch, participants will work on journey mapping and generating insights from their research. They will then present their findings. The agenda includes time for teamwork, research, mapping the user experience, and developing insights and presentations. The goal is to further skills in experience design tools like the 5E model, journey mapping, and developing actionable insights from user research.
Faulty by Design: A Psychological Examination of How Our Decisions Are Guided...UXPA International
In this talk, we will examine the psychological variables influencing decision making and highlight how these factors affect a user’s performance navigating the many decisions embedded in our products and services. The heart of the problem is that the act of complex decision making often exceeds our thinking capacity. To accommodate this resource shortfall, the mind regularly employs a wide array of simplifying heuristics and biases that are typically “good enough” for the more mundane aspects of life but that result in less-than-optimum decisions in critical situations. And while we design assuming a logical, rational decision-making agent, we will also address the debilitating effects of emotions on decisions. Building on this psychological foundation, we will offer examples of how user experience designers can address these issues. You will learn how to facilitate more effective decisions through a variety of design practices.
Slovenia Appreciative Inquiry Slides With Cooperriderdlc6
This document discusses Appreciative Inquiry (AI), a strengths-based approach to organizational change and development. It introduces AI principles and methods, including affirmative topic choice, the 4-D cycle of Discovery, Dream, Design, and Destiny, and the use of AI summits and interviews. Examples are provided of successful applications of AI in businesses to improve performance, speed up mergers, and increase employee engagement. The document advocates reframing issues positively to focus on strengths rather than deficiencies.
This document discusses facilitating effective remote meetings. It emphasizes that effective remote meetings require good planning, including defining the purpose, inviting the right people, and preparing activities and questions. When starting the meeting, the facilitators should set the stage by explaining expectations and addressing technology issues. During the meeting, the facilitators should engage participants through techniques like breakout rooms, individual reflection, and ensuring all voices are heard. The meeting should have a clear structure of gathering information, generating insights, and deciding on actions. Facilitators require skills like engaged listening, conscious communication, and patience when working remotely.
Design Thinking & HR - Caterina Sanders (SocialHRCamp Vancouver 2016)SocialHRCamp
Design thinking is not a new concept in many areas of business, but in HR it is beginning to gain serious ground. In a recent Deloitte report, of the 7000 respondents, 79% felt that design thinking was an important or very important issue for them this year, with HR professionals believing that they are ready for the journey of moving from “process developer” to an “experience architect”. (Deloitte Human Capital Trends 2016). This hands-on session will introduce you to the main tenets of design thinking and allow you time to try a couple of exercises as applied to the context of social technologies and HR. Participants will walk away with some tangible insights that they should be able to apply to their workplaces immediately.
The elements of product success for designers and developersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was given at UX Day.
For a Knowledge Management Round Table, Melbourne. An exploration workshop into using design thinking to support workplace change coupled with digital technologies.
This document discusses participatory design and how to conduct remote participatory design sessions during the COVID-19 pandemic. Participatory design involves stakeholders in the design process to better understand their needs. It describes common participatory design activities like generative collaging to elicit ideas and reflective card sorting to evaluate concepts. When planning remote sessions, the document recommends keeping the technology simple, designing effective recruitment, considering the at-home experience by sending materials, and being flexible with logistics like shorter sessions to avoid fatigue from long video calls. The goal is to effectively engage participants remotely to gain insights through adapted participatory design activities.
How to Introduce Creativity and Innovation into Your Place of Work - The Art ...Doug Shaw
The document summarizes a presentation by Doug Shaw and Joe Gerstandt on introducing creativity and innovation into the workplace. Some key points made in the presentation include that creativity is a critical capability for navigating today's complex world, but that it is often not encouraged or perceived as inefficient in many workplace cultures. The presentation provides strategies for overcoming barriers to creativity, such as being vulnerable, drawing without judgment, using sketching to trigger ideas and memories, and telling stories.
[SAMPLE MATERIALS] Exploration x Design presents Creative Facilitation Exploration x Design
Design Thinking is a process for problem solving through creative methodologies. Facilitators are required at every step of the process in order to focus the project team on specific tasks. The role of facilitator is not project management or a directorship.
In many ways, Creative Facilitation inverses how we learn. Instead of presenting material and instructing participants to absorb and memorize; creative facilitation asks participants to provide content from their own understanding and experiences. Participants are challenged to learn from eachother by working in small groups of diverse skills, backgrounds and abilities. They have to create something through creative activities and collaboration.
This 2-hour workshop provides the following:
- Planning a Creative Work Session
- Case Study & Discussion: Examples of Ideation Sessions
- Principles of Creative Facilitation
- Activity: Planning Your Next Session
- Q&A
Human Capital Growth Webinar: Boost your hr practices with design thinkingHuman Capital Growth
This webinar will address the role of designing thinking and evidence-based talent management in developing tailored HR solutions to people problems.
http://www.humancapitalgrowth.com/boost-your-hr-practices-with-design-thinking.html
Design Lab: Reinventing the Nonprofit Work EthnicBeth Kanter
The document describes a design lab workshop facilitated by Beth Kanter focused on strategies for nonprofits to promote employee self-care and prevent burnout. The agenda includes user interviews to understand challenges and opportunities regarding self-care, affinity mapping to identify themes from the research, and idea generation activities like round robin brainstorming. The goal is for participants to leave with new ideas for integrating self-care into their organizations in a way that leads to better results and sustainability without burnout.
This document discusses how to reduce failure when implementing change through an agency perspective. It begins by explaining that change programs often fail due to resistance from informal networks in organizations, not flaws in implementation plans. It then discusses the differences between resistance and reactance, noting that reactance is an instinctual reaction against being told what to do. The document provides eight strategies for avoiding or overcoming reactance, such as building cooperation from the start and understanding different perspectives. Overall, the document advocates considering social and psychological factors to successfully implement change rather than just focusing on structural or compliance aspects of change programs.
Designing and Driving UX Careers: A Framework for Empowering UX Teams (Ian Sw...Rosenfeld Media
Ian Swinson: "Designing and Driving UX Careers: A Framework for Empowering UX Teams"
Enterprise UX 2016 • June 8, 2016 • San Antonio, TX, USA
http://2016.enterpriseux.net
Personas are used in design to keep users at the center of the process. They allow designers to have empathy for different types of customers and understand that customers have varying needs based on context. While personas provide structure, storytelling, and strategy guidance, they must be kept up-to-date and relevant to avoid becoming stale or excessive. Designers should use technology to easily update personas, keep persona details cheap and focused on context of use, and share personas widely to integrate them into ongoing design conversations.
This document provides an agenda and overview for a two-day experience design workshop. Day 1 focuses on research techniques like interviews and creating personas from research. Participants will learn about vision, brand promise, and the 5E experience model. Day 2 covers design techniques such as journey mapping and prototyping experiences. The intended outcomes are a powerful group learning experience that inspires and empowers participants creatively. Participants will use three experience design tools to develop their projects. The workshop aims to teach what experience design is and practice the tools, methods and mindsets for designing meaningful experiences.
Appreciative Inquiry is a communication theory and tool that focuses on identifying what is working well within an organization rather than focusing on problems. It involves exploring the best experiences and strengths through open-ended questioning to discover the organization's core values and shared visions for the future. Appreciative Inquiry was developed in the 1980s and uses a 4D model of Discovery, Dream, Design, and Destiny to help organizations evolve by building on past successes.
Interactive Journey Maps: Take your design & strategy to the next levelJennifer Briselli
Presented at Big Design Conference, Dallas, 9/20/2019
You can find two (redacted) examples online:
Interactive journey map: http://madpowprojects.com/MadPow/sample-interactive-journey-map/
Interactive experience ecosystem: http://madpowprojects.com/MadPow/sample-experience-ecosystem/
How can focus help our business, our teams, ourselves? This presentation disassembles the difficulty we have in achieving various kinds of focus (vision, goal, users, pragmatism, attention, calm) and gives practical tips on how to approach and improve each of them.
This talk was originally prepared for ThemeConf (themeconf.com) and From the Front (2015.fromthefront.it).
Delegating is hard. It's even harder when we keep anchoring ourselves to old ideas of what management is and what skills requires, without realizing how different is the job of a manager. And then, we become managers ourselves. One of the hurdles that every manager has to overcome at some point in their career, often very early, is the ability to delegate and manage this delegation. This talk will look into the various delegation issues, and how we can revise the idea of management in a new light to acquire new tools to succeed.
Talk done at WEBdeLDN.
This document outlines the agenda for Day II of an Experience Design seminar at Hyper Island in 2016. The morning session will go deeper into experience design and include a UX case study of the Marine Museum. After lunch, participants will work on journey mapping and generating insights from their research. They will then present their findings. The agenda includes time for teamwork, research, mapping the user experience, and developing insights and presentations. The goal is to further skills in experience design tools like the 5E model, journey mapping, and developing actionable insights from user research.
Faulty by Design: A Psychological Examination of How Our Decisions Are Guided...UXPA International
In this talk, we will examine the psychological variables influencing decision making and highlight how these factors affect a user’s performance navigating the many decisions embedded in our products and services. The heart of the problem is that the act of complex decision making often exceeds our thinking capacity. To accommodate this resource shortfall, the mind regularly employs a wide array of simplifying heuristics and biases that are typically “good enough” for the more mundane aspects of life but that result in less-than-optimum decisions in critical situations. And while we design assuming a logical, rational decision-making agent, we will also address the debilitating effects of emotions on decisions. Building on this psychological foundation, we will offer examples of how user experience designers can address these issues. You will learn how to facilitate more effective decisions through a variety of design practices.
Slovenia Appreciative Inquiry Slides With Cooperriderdlc6
This document discusses Appreciative Inquiry (AI), a strengths-based approach to organizational change and development. It introduces AI principles and methods, including affirmative topic choice, the 4-D cycle of Discovery, Dream, Design, and Destiny, and the use of AI summits and interviews. Examples are provided of successful applications of AI in businesses to improve performance, speed up mergers, and increase employee engagement. The document advocates reframing issues positively to focus on strengths rather than deficiencies.
This document discusses facilitating effective remote meetings. It emphasizes that effective remote meetings require good planning, including defining the purpose, inviting the right people, and preparing activities and questions. When starting the meeting, the facilitators should set the stage by explaining expectations and addressing technology issues. During the meeting, the facilitators should engage participants through techniques like breakout rooms, individual reflection, and ensuring all voices are heard. The meeting should have a clear structure of gathering information, generating insights, and deciding on actions. Facilitators require skills like engaged listening, conscious communication, and patience when working remotely.
Design Thinking & HR - Caterina Sanders (SocialHRCamp Vancouver 2016)SocialHRCamp
Design thinking is not a new concept in many areas of business, but in HR it is beginning to gain serious ground. In a recent Deloitte report, of the 7000 respondents, 79% felt that design thinking was an important or very important issue for them this year, with HR professionals believing that they are ready for the journey of moving from “process developer” to an “experience architect”. (Deloitte Human Capital Trends 2016). This hands-on session will introduce you to the main tenets of design thinking and allow you time to try a couple of exercises as applied to the context of social technologies and HR. Participants will walk away with some tangible insights that they should be able to apply to their workplaces immediately.
The elements of product success for designers and developersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was given at UX Day.
For a Knowledge Management Round Table, Melbourne. An exploration workshop into using design thinking to support workplace change coupled with digital technologies.
Scottrade and Understanding the Customer Journey: When Segmentation Isn’t EnoughEffective
Presented at Engagement & Experience Expo 2014 by:
• Gina Bhawalkar, assistant vice president of user experience and accessibility at Scottrade
• Lys Maitland, senior user experience designer at EffectiveUI
By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the company worked to enhance its strategic vision for client experience and add new services and solutions, company leaders knew they needed to not only bring all of their customer research together, but also fill in some gaps to gain a deeper understanding and get a full picture of its audience – both current clients and potential clients they are looking to attract. Working in close collaboration with user experience agency EffectiveUI, Scottrade embarked on a comprehensive ethnographic study, interviewing 36 people in their own environments to uncover what trading and investing meant to their lives overall, how Scottrade fits into this, the tools they use, where they need guidance or help and how they feel along the way.
Scottrade came away with a better understanding of its clients and what they needed beyond what the company’s segmentation models provided. Scottrade is now actively working to turn what they learned into action and tailoring its tools around its audiences. This session will provide the following tips to customer experience professionals who also want to really know their customers:
• How to start the process of embarking on a large research project, including how to make sure stakeholders are on board
• How to combine ethnographic research with quantitative research for the best understanding
• How to bring participant stories from the research to life for team members who were not involved in the interviews
• How to effectively socialize personas and journey maps throughout an organization
• Using personas and journey maps to drive actual business decisions and initiatives
• Taking the next step in monitoring and addressing the customer pain points uncovered in the journey mapping process
Building Character: Creating Consistent Experiences With Design Principles- ...Mad*Pow
Inconsistency is one of the most common points of breakdown and frustration in the interactions and experiences we have. Whether we’re interacting with other people, applications, our bank, our doctor, our government, anyone, we form expectations and understandings of what someone or something will do based on our previous experiences and their past behaviors. When something happens that doesn’t fit with those expectations–that seems out of character–we’re caught off guard. What do we do next? What should we expect now?
Principles act as rules that guide how we think and act. Formed by our motivations, values, and beliefs, we use them as “lenses” through which we examine information in order to make decisions on what to do. And because of their persistent influence on our behavior, they influence other’s views and expectations of us. Using these same kinds of constructs throughout the design process we can design interactions and consistent behaviors that set and live up to expectations for our audiences.
Troubleshooting Yer Busted-Ass Design ProcessDan Willis
This talk presents five specific, actionable tactics to shore up design processes ravaged by the vagaries of your organization. You will gain the tools necessary for managing problematic stakeholders; analyzing your organization’s design tolerance; and defining problems in ways that design can successfully address.
The document discusses how the concept of DevOps has evolved and what may come next. It argues that the game has changed in that organizations need to focus more on cultivating a culture of continuous learning and breaking down silos. To thrive in the future, organizations will need to become "learning organizations" by assessing their performance on dimensions like team learning, empowerment, and strategic leadership. They will also need to move beyond labels like "DevOps" and focus on cultivating sharing and growth in individuals. The key is becoming a learning organization that helps others learn as well.
This document discusses the value of design and how DesignOps helps amplify that value. It addresses how design provides value through activities like understanding users, creating clarity, exploring possibilities, and envisioning experiences. It also discusses how organizations can appreciate design value through appropriate metrics and assessments. The document notes how agile practices and other factors can cause organizations to lose design value if they prioritize outputs over outcomes or uniformity over appropriateness. Finally, it explains that DesignOps helps carry the design burden, create more time for designing, increase quality, improve communications, support professional development, and provide principles to guide organizations so they can better realize the value of design.
Keynote given on May 30 @ DesignOps Global Conference.
In the world of design and Design Operations, leaders struggle to create insight into the success level of their design teams so that appropriate resources can be attained.
The document discusses open design practices at OSAF and the Chandler Project. It defines open design as brainstorming with more contributors to generate ideas and get validation and feedback, while still having a moderated and coherent design process. It describes challenges to open design, like ensuring coherence across contributions and focusing on end users. Examples of successes and failures are provided, emphasizing the importance of clear goals, decision processes, and engaging the development community in design. Next steps to improve open design are outlined.
UX Antwerp Meetup January 2019 "User Centricity in a Corporate Environment"UX Antwerp Meetup
This document discusses the importance of user centricity in corporate environments. It begins by stating that taking a user centric approach can help companies reach product/market fit sooner, understand users and markets sooner, and lower acquisition costs. However, it notes that truly user centric products require validation with target users. While user testing provides validation, it does not validate things like organizational needs, problem solving ability, or technical viability. The document then discusses various tools and methods that can be used to gain feedback and validation at different stages, including interviews, surveys, design principles, design studios, design sprints, and data validation. It argues that these tools are important to help align stakeholders, speed up the design process, and make ideas
Motivated by curiosity and a strong conviction that the tools and methods of design thinking ignite innovative ideas and solutions, a group of Portland-based, like-minded practitioners set out to survey the local landscape. Our goal: to uncover the tactics, challenges, benefits and themes surrounding design thinking in our community.
This is the result.
We found more than a dozen common themes and insights. Some of them speak directly to the benefits of a design thinking approach. Some express deep challenges to making that approach work in the real world. In all cases, we are pleasantly surprised by the conviction, passion, and commitment to overcoming those challenges and sharing the benefits of design thinking. !
Outside in, Better Design by Looking Outwards, UXSEA Summit 2019Kuldeep Kulshreshtha
The document discusses how designers can improve their influence and impact by looking outward to other fields like organizational development and futures thinking. It provides an overview of various tools and concepts from these fields, including appreciative inquiry, scenario planning, and use of self. The key recommendation is for designers to deepen their understanding of topics outside design like cognition, emotion, character skills and continuous growth in order to strengthen their work and better anticipate unintended impacts. Learning from other domains can help designers avoid issues like the Cassandra complex and instead create more meaningful change.
Even today, to the detriment of agile success, most organizational cultures remain delivery date-driven—resulting in delivery teams that are not focused on creating value for the customer. So how can we redirect stakeholders, the business, and the project team to concentrate on delivering the greatest value rather than simply meeting dates? Pollyanna Pixton describes the tools she has used in collaboration sessions to help participants begin the process of adopting customer-centric agile methods. These tools include laying out an end-to-end customer journey, forming reusable decision filters to help prioritize backlogs, converting features into actionable user stories, and developing a solid process for making group decisions and communicating those decisions. Pollyanna shares questions that product owners and managers can use to define the problem while making sure they don't solve the problem. After all, that is the responsibility of the delivery team.
Collaborative Research The Conference by Media Evolution MalmöErika Hall
The document discusses collaborative research and user research methods. It provides an overview of stakeholder interviews, competitive analysis, usability testing, analyzing research findings, and creating models and reports. The key goals are to form good research questions, gather and analyze qualitative data, and create a shared understanding to inform decisions.
This document provides an overview of the design thinking process used at the d.school at Stanford University. It outlines the main modes of the process - Empathize, Define, Ideate, and Prototype. For each mode, it describes what the mode is and why it is important. It also lists specific methods that can be used in each mode to do design work. The document is intended as a toolkit for practitioners to support their use of a human-centered design process.
Stacey Seronick: Your Customer's Success Begins With Your Team's SuccessJack Molisani
This document discusses how focusing on team success can lead to customer success. It argues that teams whose members feel engaged and find personal success will better serve customers. The document suggests that organizations should encourage teams to build empathy for one another, engage in lifelong learning, and find their own definitions of success, rather than just absorbing how others define it. This will help create more engaged teams and ultimately improve customer experience.
A Quickfire session offers the sustainability expertise of Net Impact members to a lucky client in a punchy four hour design-thinking inspired session. This guide covers the process and outline of a Quickfire session, and includes all the tools and resources you'll need to execute Quickfire Pro Bono consulting sessions for organizations in your community.
Designed for Net Impact by Quickfire by Design, quickfirebydesign.me
Increasing Design Influence by adapting your voice to your organization's dec...Dani Nordin
As designers, we like to think of ourselves as makers. When we’re working on large, wicked problems, the challenge is that “making” is no longer a solo endeavor; it’s something that requires a lot of people and functionality to make happen. This can leave designers feeling like we’ve had to compromise our standards to appease business or development stakeholders. It also inadvertently creates an us-versus-them mentality that actually makes it less likely that we’ll be successful in moving forward our vision of what’s possible.
So what does this mean for us? Simply understanding what your product’s users are dealing with isn’t enough. To make truly great products, you need to understand how people, organizations, systems and content play together. In this presentation, we’ll focus on some ways to help understand the organizational context you’re working within, and to adjust your approach to increase your success within those organizations.
Similar to Maximizing the ROI of Design Thinking (20)
Storytelling For The Web: Integrate Storytelling in your Design ProcessChiara Aliotta
In this slides I explain how I have used storytelling techniques to elevate websites and brands and create memorable user experiences. You can discover practical tips as I showcase the elements of good storytelling and its applied to some examples of diverse brands/projects..
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Architectural and constructions management experience since 2003 including 18 years located in UAE.
Coordinate and oversee all technical activities relating to architectural and construction projects,
including directing the design team, reviewing drafts and computer models, and approving design
changes.
Organize and typically develop, and review building plans, ensuring that a project meets all safety and
environmental standards.
Prepare feasibility studies, construction contracts, and tender documents with specifications and
tender analyses.
Consulting with clients, work on formulating equipment and labor cost estimates, ensuring a project
meets environmental, safety, structural, zoning, and aesthetic standards.
Monitoring the progress of a project to assess whether or not it is in compliance with building plans
and project deadlines.
Attention to detail, exceptional time management, and strong problem-solving and communication
skills are required for this role.
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
Revolutionizing the Digital Landscape: Web Development Companies in Indiaamrsoftec1
Discover unparalleled creativity and technical prowess with India's leading web development companies. From custom solutions to e-commerce platforms, harness the expertise of skilled developers at competitive prices. Transform your digital presence, enhance the user experience, and propel your business to new heights with innovative solutions tailored to your needs, all from the heart of India's tech industry.
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
Explore the essential graphic design tools and software that can elevate your creative projects. Discover industry favorites and innovative solutions for stunning design results.
Visual Style and Aesthetics: Basics of Visual Design
Visual Design for Enterprise Applications
Range of Visual Styles.
Mobile Interfaces:
Challenges and Opportunities of Mobile Design
Approach to Mobile Design
Patterns
ARENA - Young adults in the workplace (Knight Moves).pdfKnight Moves
Presentations of Bavo Raeymaekers (Project lead youth unemployment at the City of Antwerp), Suzan Martens (Service designer at Knight Moves) and Adriaan De Keersmaeker (Community manager at Talk to C)
during the 'Arena • Young adults in the workplace' conference hosted by Knight Moves.
2. The ROI of design: a complex process
Design
Thinking
Impacts
Better
ideas
3. The ROI of design: a complex process
Design
Thinking
Impacts
Improved
Implementation
and Adaptation
Building
Tru
Better
ideas
4. The ROI of design: a complex process
Design
Thinking
Impacts
Improved
Implementation
and Adaptation
Building
Trust
Network
Capability and
Resource
Enhancement
Better
ideas
5. The ROI of design: a complex process
Design
Thinking
Impacts
Improved
Implementation
and Adaptation
Building
Trust
Network
Capability and
Resource
Enhancement
Individual
Psychological
Benefits
Better
ideas
6. What do we mean when we say that design
thinking is a social technology?
7. Design Thinking looks like a set of activities that innovators do…
Gathering
Data
Identifying
Insights
Establishing
Design Criteria
Generating
Ideas
Visualizing
Solutions
Testing
8. But it is also a sequence of personal experiences that they have ...
Gathering
Data
Identifying
Insights
Establishing
Design Criteria
Generating
Ideas
Prototyping
Testing
Learning in
Action
Visualization
Emergence
Alignment
Sensemaking
Immersion
Doing
Experiencing
9. These experiences help us to become someone different than when we started
out...
Confident and
Inspired
Collaborative
and user-driven
Comfort with co-
creation and
difference
Ideas feel real
Learn how to let
go of both ideas
and the fear of
failure
Gathering
Data
Identifying
Insights
Establishing
Design Criteria
Generating
Ideas
Prototyping
Testing
Learning in
Action
Visualization
Emergence
Alignment
Sensemaking
Immersion
Doing
Experiencing
Becoming Empathetic and
curious
10. These shifts set the stage for doing design more deeply
ExpertNovice
Immersion
-Distinguish between the user and yourself
-Develop a sense of self-awareness
-Recognize opportunity areas in ambiguity and places where
design can make an impact
Sensemaking
-Go beyond what users say and do to identify tacit needs
-Infer in a way that is vivid, informative and actionable
-Generate ideas that inspire more questions
Alignment
-Achieve a shared, prioritized collective understanding
-Leverage diversity to identify higher order solutions
Emergence
-Explore unexpected ideas with lateral thinking
-Creatively construct hypotheses focused on new possibility, not
past history
Materialization
-Build a truly immersive experience that invites participation to
accurately test assumptions.
-Create simplified visualizations with a clarity of purpose
Learning in
Action
-Design a way to test assumptions rather than the idea itself
- To invite active stakeholder participation.
-Listen non-defensively to critique and iterate based on
learnings.
11. This jounrey to becoming is not one-size-fits-all
but our research finds predictable pathways for different
personality types
12. Individuals have different preference profiles
Driver
· Competitive & focused on results
· Naturally comfortable acting in the face of uncertainty
· Prefer being in charge or working alone.
Influencer
· Social and love human interaction
· Willing to build trust with relative strangers
· Naturally possibility-driven
Supporter
· Team players
· Friendly & Supportive
· Conflict avoidant
Controller
· Rational & objective
· Naturally investigative critical thinker
· Uncomfortable acting without solid data to support
15. Innovator Types
Driver
High Point:
Sensemaking + Alignment
Low Point:
Problem Definition and
Immersion
Famous Words
“I can have difficulties sticking with the pace of the team and need to be more
patient when people require additional time to make a decision.”
16. Innovator Types
Controller
High Point:
Emergence
Low Point:
Sensemaking + Alignment
Famous Words
“I tend to be good at analyzing and checking but also might be a perfectionist,
reluctant to act without complete information.
“I was a little intimidated to go through the design thinking process because I
assumed it was meant for people that are “naturally” creative…”
17. Innovator Types
Influencer
High Point: Immersion
Low Point: Emergence
Famous Words
“While initially I felt the rigidly defined steps would be an impediment to creativity,
they allowed the team to move effortlessly through many of the trickiest stages of
design, such as insight generation, with minimal frustration.”
“I had to work harder to articulate my thoughts and not just take mutual
understanding for granted.”
18. Innovator Types
Supporter
High Point:
Sensemaking + Alignment
Low Point:
Problem Definition
Famous Words
“I view myself as being less creative. But I learned and witnessed that working and
discussing ideas in a team setting harnesses creativity out of every individual.”
19. What happens when the journey is virtual
versus face to face?
Observations as we switch to online
20. Two groups are not significantly affected by virtual DT
Drivers’ virtual experience was inconclusive.
Some had strong discomfort throughout the
process, and others had noticeably higher
peaks of comfort, particularly in emergence.
Supporters’ virtual journeys were
inconclusive due to sample size. With only
four viable Supporters (out of the 86
participants), we cannot infer how they react
to virtual experiences with DT.
The impact of virtual experiences on these types requires a deeper look into a larger sample size.
21. Two groups are significantly affected by virtual DT
Controllers experienced similar patterns of comfort
at first, but those in virtual settings never got that
boost of creative confidence during emergence. They
also entered immersion significantly lower comfort
levels than their peers.
Influencers were significantly impacted by a forced
virtual experience. Every phase brought a similar rise
and drop in comfort, yet their overall comfort levels
sank significantly than the in-person influencer
experience.
in-person
in-person
virtual
virtual
23. Take our survey to assess the outcomes you are
achieving…..
https://ugeorgia.ca1.qualtrics.com/jfe/form/SV_0O4ABfOyTj7LiOF
24. D E S I G N T H I N K I N G A N D
I N N O V A T I O N S P E C I A L I Z A T I O N
Earn your Design Thinking and Innovation Specialization by completing three project-based online
courses:
• Design Thinking Workshop (8 weeks) - Combines Design Thinking Part I: Insights to
Inspiration and Design Thinking Part II: Ideas to Action
Price: $800 (20% off regular program price)
• Discovery Tools (5 weeks)
Price: $495
• Creating the Innovative Workplace (5 weeks)
Price: $495
Specialization Pricing
Take the Workshop and register for two additional courses by 16 August 2020
to receive your specialization by 18 October 2020 for $1,600.
More Information at
www.darden.edu/dtspecialization20
R E C O M M E N D
E D C O U R S E
S C H E D U L E :
8 J U N – 1 6 A U G
D E S I G N
T H I N K I N G
W O R K S H O P
1 4 S E P T – 1 8 O C T
C R E A T I N G
T H E
I N N O V A T I V E
W O R K P L A C E
- A N D -
D I S C O V E R Y
T O O L S
25. Co-Authors in Crime
Karen Hold Jessica Eldridge
Add picture
1.68 width
2.48 height
Kristina Jaskyte Bahr