Presentation from 2013 NextGen conference in Washington DC. Peer Insight's Natalie Foley and Jessica Dugan presented how to use Customer Journey Mapping to understand your customer.
Design thinking is a problem solving process geared for ambiguous situations. There are four principles of design thinking: empathize, visualize, co-create and iterate. This presentation gives tips and techniques for empathizing includes how to interview and how to analyze research data.
Powerful Techniques to Understand Customer MotivationsNearsoft
Understand your target users' desires, expectations and lifestyle habits, taking the speculation out of product decisions and surfacing new customer pain points and opportunities.
Laura Mocanu of Elite Vision Coaching has an impressive background as a Marketing Professional in her native Romania. This combined with her own career change and a passion for continuing education sets the tone for her work. A business mentor for the Prince’s Trust and Well Being Officer for NIAMH, her own trajectory is an excellent model for what it takes a client to maximize their potential and illustrative of the "Design Thinking" she teaches.
An audio of this presentation can be found at: https://www.dropbox.com/s/v6x32tx449nofqi/14%20Laura%20Mocanu.mp3?dl=0
www.evisioncoaching.co.uk
@EVisionCoaching
In this presentation we explore the link between business need and customer need and how to innovate (and remove business problems or discover business opportunities) through persona creation and Design Thinking
Design Thinking: A Quick Course in Creative Problem SolvingSpring Studio
Mary Wharmby, a UX Design Director at our agency, taught at UC Berkeley’s one-day educational event RGB 2015. In this presentation, she walked students through the foundations of design thinking, from understanding your users to iterating solutions. The deck, complete with speaker notes, provides a quick snapshot of the most important principles behind using design to solve problems.
Design thinking is a problem solving process geared for ambiguous situations. There are four principles of design thinking: empathize, visualize, co-create and iterate. This presentation gives tips and techniques for empathizing includes how to interview and how to analyze research data.
Powerful Techniques to Understand Customer MotivationsNearsoft
Understand your target users' desires, expectations and lifestyle habits, taking the speculation out of product decisions and surfacing new customer pain points and opportunities.
Laura Mocanu of Elite Vision Coaching has an impressive background as a Marketing Professional in her native Romania. This combined with her own career change and a passion for continuing education sets the tone for her work. A business mentor for the Prince’s Trust and Well Being Officer for NIAMH, her own trajectory is an excellent model for what it takes a client to maximize their potential and illustrative of the "Design Thinking" she teaches.
An audio of this presentation can be found at: https://www.dropbox.com/s/v6x32tx449nofqi/14%20Laura%20Mocanu.mp3?dl=0
www.evisioncoaching.co.uk
@EVisionCoaching
In this presentation we explore the link between business need and customer need and how to innovate (and remove business problems or discover business opportunities) through persona creation and Design Thinking
Design Thinking: A Quick Course in Creative Problem SolvingSpring Studio
Mary Wharmby, a UX Design Director at our agency, taught at UC Berkeley’s one-day educational event RGB 2015. In this presentation, she walked students through the foundations of design thinking, from understanding your users to iterating solutions. The deck, complete with speaker notes, provides a quick snapshot of the most important principles behind using design to solve problems.
Personas Bootcamp - Where Product Meets User NeedsMauricio Perez
A one-night UX / CX Bootcamp presentation about Personas in Sydney, Australia for General Assembly students. Topics include:
• Why personas are a powerful tool for product development
• Types of field research methods
• How to analyze the data collected
• Create personas and scenarios
• How to use personas effectively
Slides from a glass on personas I gave at General Assembly Melbourne.
Might not make a lot of sense without commentary next time i will record it i promise.
Jake Truemper and Morgan Noel from XperienceLab discuss Human-Centered Design. What is it? How is it applied? and what are some tools and methods that the audience can take away and apply in their own businesses?
A workshop for the Cam Creative Meetup group on 27 August 2014 which I ran with Anusha Iyer. The aim of the workshop was to give participants an understanding of how they could influence the UX design process. Only a few participants in the workshop were UX Designers, the rest of the group was made up of graphic/visual designers, web designers, developers, marketers and writers.
We gave participants a design problem and persona and they had just over an hour to come up with a design solution using the design studio (or design charrette) method.
The third lecture as part of the University of Canterbury causes on Design Thinking. This lecture was taught by Mark Billinghurst on December 10th 2013 and focuses on how to create a good problem statement.
Design Thinking, What I have learned in a year?Mussab Sharif
Design Thinking, What I have learned in a year?
Lessons learned from introducing Design Thinking in an Enterprise, for the 1st time
All what is shared is a personal perspective :)
A summary of the basic principles of design thinking, human centered innovation and its application to strategy. Created by Natalie Nixon of Figure 8 Thinking.
This keynote was given by Marissa Louie, Principal Designer at Yahoo!
Abstract:
There are millions of web sites and apps that exist, yet only a few of them are accessed on a regular basis. How do we design products that keep users coming back for more? The answer is simple – we integrate emotion into our designs.
In this presentation, Marissa Louie will teach us:
Emotional themes: What gets users hooked
Emotional toolbox: Design elements that make your users feel great
How to integrate positive emotions to influence behavior and increase user engagement
How to add personality to a product
--
Meet Marissa
Marissa Louie is a UI, UX, and Product Designer whose designs have been experienced by over 1 billion users. She is a Principal Designer at Yahoo!, where she has led design efforts in Search and Homepage and Verticals. She founded First Designer Co., a design community that supports designers with mentorship, design critiques, and job opportunities.
She has been an iOS Art Director at Apple, Product Designer at Ness Computing (acquired by OpenTable and now part of Priceline.com), and Co-founder of three tech startups. Her work has won numerous awards, including Apple's App Store Best of 2012 for Ness Computing.
Slides from my talk on the things I've learned by comparing the collaborative process as it is carried out in many modern organizations to the creative process of artists and makers.
Design Thinking and Public Sector Innovation Ben Weinlick
Ben Weinlick of Think Jar Collective gave a keynote for the Canada Conference Board Public Sector Innovation conference on how human centered design thinking can be a game changer for service and system innovation in the public and social sectors.
Defining Personas is an introduction to the usage of "Personas" in User Experience.
Helps identifying the user groups of the website we're developing...by selecting characteristics of those groups.
Design for solving the right problem
with Raine Qian
Presented on March 07 2015
at FITC's Spotlight UX/UI event
More info at www.fitc.ca
OVERVIEW
UX designers working on software applications, constantly face complex problems with a large number of constraints. How do UX designers solve problems? Functionality is not the solution. Focusing on the interface is not the solution. In order to design an optimal user experience, the first step is identifying the right problem to solve.
In this presentation I give you an in depth explanation with case studies to illustrate how our design teams solve real problems and how we carve out novel mobile UX strategies that align both business goals and user goals.
OBJECTIVE
To understand the importance of identifying the right problem at inception. To learn how to select the right UX approach to solve the right problem.
TARGET AUDIENCE
Application UX/UI designers; Anyone who is passionate about UX design.
ASSUMED AUDIENCE KNOWLEDGE
Basic knowledge of UI/UX design processes.
FIVE THINGS THAT THE AUDIENCE WILL LEARN
Why it is critical to identify the correct problem to solve
How to frame, or reframe a given design problem
Fundamentals of UX design process
The interplay between research and design
My perspective on synthesizing design solutions
Aspire Professional camp - Intro to Design ThinkingTudor Juravlea
These are the supporting slides for a crash course to Design Thinking that we facilitated on 14 July 2017 at Poiana Brașov (Romania) for the ASPIRE Professional camp participants.
Visit the Design Thinking Society website for news about our learning and consultancy programs: www.designthinkingsociety.com
Join our Design Thinking Bucharest community on Meetup.com and join our meetings:
https://www.meetup.com/Design-Thinking-Bucharest/
Join our Romanian Design Thinking Group on Facebook: https://www.facebook.com/groups/design.thinking.romania/
Personas Bootcamp - Where Product Meets User NeedsMauricio Perez
A one-night UX / CX Bootcamp presentation about Personas in Sydney, Australia for General Assembly students. Topics include:
• Why personas are a powerful tool for product development
• Types of field research methods
• How to analyze the data collected
• Create personas and scenarios
• How to use personas effectively
Slides from a glass on personas I gave at General Assembly Melbourne.
Might not make a lot of sense without commentary next time i will record it i promise.
Jake Truemper and Morgan Noel from XperienceLab discuss Human-Centered Design. What is it? How is it applied? and what are some tools and methods that the audience can take away and apply in their own businesses?
A workshop for the Cam Creative Meetup group on 27 August 2014 which I ran with Anusha Iyer. The aim of the workshop was to give participants an understanding of how they could influence the UX design process. Only a few participants in the workshop were UX Designers, the rest of the group was made up of graphic/visual designers, web designers, developers, marketers and writers.
We gave participants a design problem and persona and they had just over an hour to come up with a design solution using the design studio (or design charrette) method.
The third lecture as part of the University of Canterbury causes on Design Thinking. This lecture was taught by Mark Billinghurst on December 10th 2013 and focuses on how to create a good problem statement.
Design Thinking, What I have learned in a year?Mussab Sharif
Design Thinking, What I have learned in a year?
Lessons learned from introducing Design Thinking in an Enterprise, for the 1st time
All what is shared is a personal perspective :)
A summary of the basic principles of design thinking, human centered innovation and its application to strategy. Created by Natalie Nixon of Figure 8 Thinking.
This keynote was given by Marissa Louie, Principal Designer at Yahoo!
Abstract:
There are millions of web sites and apps that exist, yet only a few of them are accessed on a regular basis. How do we design products that keep users coming back for more? The answer is simple – we integrate emotion into our designs.
In this presentation, Marissa Louie will teach us:
Emotional themes: What gets users hooked
Emotional toolbox: Design elements that make your users feel great
How to integrate positive emotions to influence behavior and increase user engagement
How to add personality to a product
--
Meet Marissa
Marissa Louie is a UI, UX, and Product Designer whose designs have been experienced by over 1 billion users. She is a Principal Designer at Yahoo!, where she has led design efforts in Search and Homepage and Verticals. She founded First Designer Co., a design community that supports designers with mentorship, design critiques, and job opportunities.
She has been an iOS Art Director at Apple, Product Designer at Ness Computing (acquired by OpenTable and now part of Priceline.com), and Co-founder of three tech startups. Her work has won numerous awards, including Apple's App Store Best of 2012 for Ness Computing.
Slides from my talk on the things I've learned by comparing the collaborative process as it is carried out in many modern organizations to the creative process of artists and makers.
Design Thinking and Public Sector Innovation Ben Weinlick
Ben Weinlick of Think Jar Collective gave a keynote for the Canada Conference Board Public Sector Innovation conference on how human centered design thinking can be a game changer for service and system innovation in the public and social sectors.
Defining Personas is an introduction to the usage of "Personas" in User Experience.
Helps identifying the user groups of the website we're developing...by selecting characteristics of those groups.
Design for solving the right problem
with Raine Qian
Presented on March 07 2015
at FITC's Spotlight UX/UI event
More info at www.fitc.ca
OVERVIEW
UX designers working on software applications, constantly face complex problems with a large number of constraints. How do UX designers solve problems? Functionality is not the solution. Focusing on the interface is not the solution. In order to design an optimal user experience, the first step is identifying the right problem to solve.
In this presentation I give you an in depth explanation with case studies to illustrate how our design teams solve real problems and how we carve out novel mobile UX strategies that align both business goals and user goals.
OBJECTIVE
To understand the importance of identifying the right problem at inception. To learn how to select the right UX approach to solve the right problem.
TARGET AUDIENCE
Application UX/UI designers; Anyone who is passionate about UX design.
ASSUMED AUDIENCE KNOWLEDGE
Basic knowledge of UI/UX design processes.
FIVE THINGS THAT THE AUDIENCE WILL LEARN
Why it is critical to identify the correct problem to solve
How to frame, or reframe a given design problem
Fundamentals of UX design process
The interplay between research and design
My perspective on synthesizing design solutions
Aspire Professional camp - Intro to Design ThinkingTudor Juravlea
These are the supporting slides for a crash course to Design Thinking that we facilitated on 14 July 2017 at Poiana Brașov (Romania) for the ASPIRE Professional camp participants.
Visit the Design Thinking Society website for news about our learning and consultancy programs: www.designthinkingsociety.com
Join our Design Thinking Bucharest community on Meetup.com and join our meetings:
https://www.meetup.com/Design-Thinking-Bucharest/
Join our Romanian Design Thinking Group on Facebook: https://www.facebook.com/groups/design.thinking.romania/
UXPA 2021: Journey Mapping Tools and Techniques: Research, Design and Action ...UXPA International
Presented by Josh DeLung. Journey mapping is a commonly used methodology in customer experience (CX) research that helps organizations understand different aspects of their relationship with customers. Through research, the hypothesized experience at each touchpoint with a customer is refuted or validated. This effort tells organizations where they are positively influencing customer retention and word-of-mouth or negatively influencing it. Once this is documented (mapped), the organization can more effectively plan actions that will result in a better experience. And by tying key CX metrics to sales or other goals, they can use journey mapping as a tool for uncovering CX investments that have the best return for the organization.
In UX strategy, journey mapping is an effective way to understand which touchpoints intersect with systems that could benefit from improved usability to increase user satisfaction, whether those users are employees, customers or citizens. This session will cover a four-step approach to effectively integrating journey mapping into your organization’s UX strategy process, inclusive of the applicable research methods and tools that help make journey mapping most effective.”
Using Experience Maps to Improve Both Promise and ProcessmStoner, Inc.
Download this webinar for free: http://mstnr.me/2bvb0Bk
True story: by understanding the factors that drive decisions, as well as the thoughts and emotions that our target audiences experience, we can improve both promise and process for the groups that we serve.
Experience maps — graphical representations of the interactions individuals have with a product or service — are an effective tool for understanding our audiences. Based on both qualitative and quantitative research, experience maps can lead to numerous insights by illustrating what audiences think, feel, and do at various stages in a process. Experience maps also reveal existing gaps and potential opportunities in the overall user experience. We can harness these insights to educate stakeholders and drive positive changes and improvements across an entire engagement lifecycle.
In this Webinar:
• You’ll learn the principles behind experience mapping, as well as various techniques for collecting necessary data and information.
• You’ll explore an array of tools for illustrating experience maps.
• You’ll see examples of maps we’ve developed for a number of different institutions, and you’ll hear the insights from those maps that influenced content strategy and process change.
• You’ll discover approaches for using experience maps in your projects to ensure a positive user experience.
A Deep Dive Into Value and Outcomes (Kristin Skinner and Kamdyn Moore at Desi...Rosenfeld Media
Kristin Skinner and Kamdyn Moore: “A Deep Dive Into Value and Outcomes”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com
The following slide deck was presented at the Saskatchewan chapter of the Service Design Network's kick off event in Regina, Saskatchewan. It provides a high level overview of service design, some insights into creating journey maps and an approach for design sprints.
Findings from redesigning, prototyping, testing and interviewing users of our Engagement Analytic Software Dashboard. What we learned and how we can move forward.
2 hours training on Mobile UX with Farah Nuraini, Interaction Designer at Traveloka, Indonesia
45 min theory: Research, Analysis, Design solutions and Testing
+ 1h15 min of hands-on exercises with the 5 facilitators from Traveloka.
I hope that you design your own workbook and visual management boards. Making this process your own is how the work is enabled. Most people take a course and download the software or the workbook and try to apply without going through the necessary steps to learn the process. I hope that you have started your experiment, your PDCA cycle in adding these thoughts to your toolbox and the way you do your work. There is a Slideshare presentation on the workbook using this slide deck.
You need it. You know you do. Audience research is a vital part of any project, but it’s often the first thing to be cut. “We know our audiences well enough,” they say. “We know what they want.” But is that true?
No! Of course not! If we knew what audiences wanted, we’d have an excess of donations, volunteers, newsletter subscribers, and report readers, and we wouldn’t be having conversations about how to get audiences to act or increase awareness.
During this session, you’ll learn about:
Our favorite lean audience research methods and why they’re awesome
- How to convince your boss that audience research is necessary
- How to conduct audience research when you have zero resources
- By the end, you’ll have what you need to do some quick and dirty audience research and convince others that it’s necessary!
Presented by: Courtney Clark, Kristina Bjoran, Valerie Miller
What Do Users Really Think? Surveying Users About Your Help Contentpatricia_gale
You explore the product. You interview SMEs. You write until your fingers cramp. You polish. You publish. And…then what?
Do users use your beautiful documentation? Do they like it? Do they find it useful? How do you know? Ask them! Learn how to conduct a user survey to understand customer satisfaction with your learning content. Who should attend: Technical communicators of all stripes who want to understand what users think of their content, with the goal of improving the content, its findability, and/or usability.
Getting started with UX research October 2017.pptxCarol Rossi
You know you need customer insights to make good design decisions but without a dedicated researcher on your team how do you run the research? These tips will help you get started.
User Experience Research: Deriving Insights for Customer DevelopmentNoreen Whysel
Workshop on deriving insights for Customer Development with user experience research techniques. Presented to Project 2.8 cohort of entrepreneur women hosted by the Columbia Venture Community.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
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Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
1. Using Design Thinking to
Understand your Customer
for 2013 NextGen Summit
JULY 26, 2013
2. How we’ll use our hour together
• What is Design Thinking?
• How is it used to learn more about customers?
• What is a journey map? How do I use it to understand my
customer better?
2
3. Peer Insight creates impact & growth
using design thinking
3
• Strategy + Entrepreneurship + Design
• We partner with private, public & not-for-profit organizations
to meet needs of end user because a happier user = impact
• Mix of design thinking and business strategy
4. Design Thinking is often treated
as a mystery
Asked to describe design, Tim Brennan of Apple’s
Creative Services drew the following picture:
4
Impact
5. We see design thinking as a
problem-solving process…
5
What is? What if? What wows? What works?? $
EMPATHIZE
framing
interviewing
observing
analyzing
VISUALIZE
exploring
brainstorming
creating
CO-CREATE
building
refining
evaluating
ITERATE
experimenting
testing
implementing
6. …optimized for innovation
is a problem-solving
tool optimized for…
Design Thinking
which is becoming the
predominate path to….
Innovation
Growth
6
7. Design thinking is obsessed with users…
CUSTOMER
DESIRABILITY
Do users want it?
7
8. …but it solves for users along 3 dimensions
CUSTOMER
DESIRABILITY
Do users want it?
ECONOMIC
VIABILITY
Does it scale
profitably?
TECHNICAL
FEASIBILITY
Can we deliver it
reliably?
8
13. The customer is an individual,
not a data point
13
Focuses On:
• “what is the customer trying to do?”
• individual with hopes & challenges
• natural settings
• observations & interviews
• exploring
• meeting emotional needs
• set of hypotheses for further testing
Rather than:
• “what does my organization want?”
• data point / a demographic
• focus groups
• surveys
• proving
• meeting functional needs
• set of recommendations for action
14. Start with the standard steps of the journey,
then get emotional
14
1
Plan
Move
Prep
2
LT/Section
Cold Calls
Class Disc
Time Mgnt
Exams
3
Briefings
Job Search
Club
Activities
4
Social
Traditions
Emotions
Relation-
ships
5
6
11
8
Career Plan
Intern Offer &
Acceptance
Abroad Exp.
7
9
Summer
Offer/Not
Full Time
Recruiting
12
Club
Leadership
Mentoring
Social
Traditions
Pre-Darden
Socials
Pre-Mats
Tests
Decide
Research
Network
Visit
Commit
Elections
Internship
Academic
Reflection
Class Disc
More Time
Full Time
Offer/Not
Graduation
Start First Year Second Year
10
SY
Program
High
Low
15. Plot your customer’s points of pain and
moments of delight
15
High
Low Mature
Ticket
Puncher
Map
Maker
Happy
Wanderer
1
Plan
Move
Prep
2
LT/Section
Cold Calls
Class Disc
Time Mgnt
Exams
3
Briefings
Job Search
Club
Activities
4
Social
Traditions
Emotions
Relation-
ships
5
6
11
8
Career Plan
Intern Offer &
Acceptance
Abroad Exp.
7
9
Summer
Offer/Not
Full Time
Recruiting
12
Club
Leadership
Mentoring
Social
Traditions
Pre-Darden
Socials
Pre-Mats
Tests
Decide
Research
Network
Visit
Commit
Elections
Internship
Academic
Reflection
Class Disc
More Time
Full Time
Offer/Not
Graduation
Start First Year Second Year
10
SY
Program
16. The customer is an individual,
not a data point
16
Identify with
the dominant
culture
Identify with a
micro culture
academic
pragmatist
academic
purist
Mainstream
MBAs
Mature
ticket-
punchers
Map-
Makers
Happy
Wanderers
✔ + +
✔ − −
✔ −
✔ −
18. Congratulations, you’re an entrepreneur!
18
You’ve just started DC’s newest party planning company:
NextParty.
In order to best serve your clients and their guests, you need to
understand what constitutes a “great party,” this means you have to
learn about your customers’ needs and expectations around parties
and other social events.
To do this you’ll interview a potential customer and map his/her
journey of attending a great party.
19. Here’s how you’ll do it:
19
1. BREAK INTO TEAMS OF THREE
Assign each person a role:
LEAD INTERVIEWER
DOCUMENTER
RESEARCH PARTICIPANT
2. EXPLORE
Using the a guide, the lead
interviewer interviews the
participant while the documenter
takes notes.
3. ANALYZE
As a team, make sense of the
information you just learned
about your research participant.
4. MAP
Using the information your
synthesized from your interview
in step three, map your
participant’s journey at great
party. Do this as a team.
5. SHARE
Compare your map to another
team’s map. What are
differences? The similarities?
Based on these
20. Where are some places to learn more?
I’m digging this design thinking thing.
SHAMELESS PLUGS
OTHER COMPANIESTRENDS
Eric Ries’s The Lean StartUp
Design Thinking becoming a process
Design vs. Business
Back end of innovation
Creativity vs. Innovation
Twitter: @peerinsight
Website: peerinsight.com
Blog: peerinsight.com/musings
Videos: peerinsight.com/videos
Book: Designing For Growth: A Design
Thinking Toolkit for Managers
Design Thinking DC MeetUp – DT:DC
Design Thinking documentary
HBR article on Design Thinking
CHECK OUT