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Design Thinking PEX Australia_July_2016_final

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Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.

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Design Thinking PEX Australia_July_2016_final

  1. 1. Examining Design Thinking & It’s Impact on your Customer’s Needs Steve Towers
  2. 2. What is Design Thinking? Why do we need it? Who is doing it? What can it do for process excellence doers? Examples & Results Delivered… Examining Design Thinking and it’s Impact on your Customer’s Needs STEVE TOWERS @stowers Stevebtowers.com
  3. 3. BP GROUP FOUNDER & CEO STEVE TOWERS DISNEY VIRGIN GROUP CITIBANK FIDELITY SOUTHWEST AIRLINES BENTLEY
  4. 4. NOT FOR PROFIT ESTABLISHED IN 1992 CLIENTS & 25+ PARTNERS IN 118 COUNTRIES BUSINESS CLUB SPECIALIZING IN RESEARCH, CONSULTANCY AND TRAINING GLOBAL CERTIFIED PROCESS PROFESSIONAL PROGRAM
  5. 5. #cppusa #custexp #bpm #cx @jdodkins @JimSinur @STOWERS
  6. 6. Examining Design Thinking and It’s Impact on your Customer’s Needs
  7. 7. Examining Design Thinking and It’s Impact on your Customer’s Needs to Herbert A. Simon's 1969 The Sciences of the Artificial Robert McKim's 1973 Experiences in Visual Thinking. Peter Rowe's 1987 Design Thinking David M. Kelley, who founded IDEO in 1991 Richard Buchanan's 1992 article "Wicked Problems in Design Thinking"
  8. 8. Design Thinking Concept Systems Thinking Intuitive Thinking Analytical Thinking Design Thinking
  9. 9. Design Thinking (Original) Process Design Thinking Outside-In Process
  10. 10. DESIGN THINKING Agree the Successful Customer Outcome Define the Process Create & Consider Many Options Refine & Review Selected Options Repeat Pick the Winner! Implement Outside-In
  11. 11. DESIGN THINKING Agree the Successful Customer Outcome Outside-In
  12. 12. DESIGN THINKING Agree the Successful Customer Outcome Define the Process Outside-In
  13. 13. DESIGN THINKING Agree the Successful Customer Outcome Define the Process Create & Consider Many Options Outside-In
  14. 14. DESIGN THINKING Agree the Successful Customer Outcome Define the Process Create & Consider Many Options Refine & Review Selected Options Repeat Pick the Winner! Implement Outside-In
  15. 15. DESIGN THINKING Agree the Successful Customer Outcome Define the Process Create & Consider Many Options Refine & Review Selected Options Repeat Pick the Winner! Implement Outside-In
  16. 16. “We believe progress starts with a deep understanding of our customers. That’s why Design Thinking is our go-to method for building the products and experiences that our customers need. This human-centered methodology, coupled with a “fail fast” attitude, allows us to quickly identify, build, and test our way to success. We spend less time planning, more time doing, and, above all else, challenge ourselves to see the world through the eyes of our customers every step of the way,” says Huang. Evelyn Huang, VP of Design Thinking and Strategy at Capital One
  17. 17. Evelyn Huang, VP of Design Thinking and Strategy at Capital One “traditional process skill sets such as Lean and Six Sigma will remain relevant, but will need to be adapted to better support customer-obsession, with a focus on analyzing and redesigning business processes to win, serve, and retain customers.” Clay Richardson, Principle Architect at Forrester
  18. 18. How design thinking and digital are helping Vision Australia collaborate… CMO of the not-for-profit organisation shares how its latest digital communications investment is not just breaking down organisational silos, it's also improving customer experiences http://bit.ly/29BqTV8 “We couldn’t interact together or with clients, information was very difficult to navigate, and it wasn’t aligned with our goals of breaking down organisational silos,” McAlpine said. “We also wanted to link what we do as a business back to the customer experience as an organisation. That’s central to the decisions we made.” Megan McAlpine, CMO, Vision Australia
  19. 19. www.bpgroup.orgwww.bpgroup.orgwww.bpgroup.org Confirm Customer Choices ORCA Assessment. Understand Organization Maturity Successful Customer Outcome Mapping Process Activity Mapping As-Is Choose Optimize Align or Innovate Action Planning Process Activity Mapping To-Be Integration & Roll Out ORCA Refinement & Development 01 02 03 060504 07 08 09 www.bpgroup.org
  20. 20. www.bpgroup.org http://bpgroup.org http://www.innovation-portal.info/ http://www.cemmethod.com http://bit.ly/29Gz2wa http://agilecem.com
  21. 21. www.bpgroup.org AUSTRALIA CPP PROFESSIONAL, MASTERS & CHAMPS WWW.CEMMETHOD.COM WWW.BPGROUP.ORG DATES FOR YOUR DIARY THURS– PEX MASTERS CPP34 – Jul 28 MELBOURNE 9th MASTERS CPP12345 – Nov 14-17 SYDNEY 17th MASTERS CPP 12345 – Nov 21-24 SYDNEY 5th CHAMPIONS CPP 678 – Nov 28-30
  22. 22. What is Design Thinking? Why do we need it? Who is doing it? What can it do for process excellence doers? Examples & Results Delivered… Examining Design Thinking and It’s Impact on your Customer’s Needs
  23. 23. Examining Design Thinking and It’s Impact on your Customer’s Needs Steve Towers www.stevebtowers.com

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