Talk given to MIT's IDM program (Integrated Design & Management, a masters degree at the intersection of Design + Business)

1. XD
in-­‐house
Ariana
Koblitz

2. XD

5. Interaction
Ecosystem
Front
&
Back

6. Fix
Strategic
focus
Transformation
/
New
Offering
Interaction
Ecosystem
Front
&
Back

8. Pharmacy
Drug
company
Physicians
Clinics
Patients

11. What
dictates
business
priority
How
ensure
insights
direct
design
How
stay
true
to
the
idea

12. Document
the
experience
Shared
central
source
of
truth
Translate
the
business
case

13. Policy
holder
understands
annual
statements
Agent
checks
on
client’s
policy
NYL
sends
letters
if
something
is
off
Policy
holder
has
to
know
that
the
annual
statements
might
have
something
they
need
to
react
to
Agents
need
to
recognize
the
value
of
their
CRM
/
how
to
set
it
up
to
Plag
NYL
needs
to
balance
competing
priorities:
invest
in
agent
outreach
/
training
/
proactive
nudges?

14. The
context
What
impact
would
be
deemed
“success”
The
keys
to
success
across
user,
business
&
feasibility?

15. Challenges
Ingredients
Tools
● How
to
get
on
company’s
roadmap
● How
to
handle
the
inevitable
pivots
● Speak
the
“visual”
language
of
co
● Make
it
accessible
-­‐
In-­‐meeting
tools
to
those
new
to
HCD
● Document
the
experience
-­‐
adapting
journey-­‐type
artefacts
● Make
feedback
loops
tactical
-­‐
translate
into
leaderships
POV
● Leadership
commitment
● Space
to
incorporate
into
workstreams
● Data
capabilities
/
reporting
to
show
feedback
loops

16. Questions?
Further
reading:
Invision:
Business
Thinking
for
Designers
McKinsey
-­‐
Business
Value
of
Design

17. Planned breakdown:
12:50 - 5 min Recap / Q & A
Fill out time
12:35 - 5 min
Share out
12:40 - 10 min
12:05 - 5 min Intro to me / background / take on design
12:10 - 5 min Design at scales
12:15 - 5 min Eg: interaction (infusion pump)
Eg: ecosystem (long-term drug adherence)
12:20 - 5 min
Eg: front & back end (policy holder)
12:25 - 5 min
Double diamond - focus on alignment
12:30 - 5 min