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Design Thinking Tool - Storytelling
Challenge
I work in the automotive sector. I lead the learning area at the Corporate University of my organization and I’m in charge of monitoring the progress of the training route (courses, workshops, webinars) of the customer service positions. My goal is to get key positions to complete all the courses they have scheduled for the year (virtual and face-to-face) so that they are trained to perform their role and meet their performance goals. A large part of this training route consists of pre-recorded courses hosted on our virtual platform and during the past year I was able to observe that more than 75% of them had not been completed, the employees only participated in the face-to-face courses of their route.
Selection
Doing some interviews with the employees, I realized that most did not complete the virtual courses because they thought that it did not help them much in their daily work or that they were very general topics. Some also commented that due to the stress of the day, they didn’t have time to complete them. I needed to find a solution in which I showed them that all the courses are extremely important for any worker and that they also have specific objectives according to the path of each position. That’s why I decided to use Storytelling to tell my own story of how the courses helped me to achieve my goals in the company.
Application
I entered the company without knowing absolutely anything about the automotive sector and at the beginning it was difficult because I had to speak with managers and maintenance technicians in technical terms that I didn’t know; until I was introduced to the Corporate University and I immediately began taking courses about mechanics, products and other skills that have served me a lot, but also helped me grow within the company and get to the position I am in. I organized my ideas and put them into a story in which the participants can easily identify themselves. Then I began to tell my story in the various communication channels of the company: interviews, formal trainings, corporate induction, meetings, informal meetings, etc.
Insight
The results were immediate. I began to receive many inquiries and the employees became interested in seeing what other courses were available for them. I saw the added value in the following week, when the progress of virtual courses was increased by 50%. Employees began scheduling a time in their week to complete the courses, some during the day, some at night, and some on the weekend.
Approach
The tool helped me a lot since it allowed employees not to see the virtual platform as an obligation, but as a means to fulfill their own objectives. In addition, I think it was very important for them to see a real case and identify with a person who went through the same thing that they are going through now. The course helped me a lot to get to know the tools of Design Thinking, so I am thinking of trying other situations in which I could use them and perhaps trying other tools such as visualization to redesign content or create spaces for creativity to improve some processes within the organization.
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10,070 |
Example Reflection Learning launch
Challenge In Correos the Spanish public postal service there’s been a big investment in the last two
decades to improve the services and products offered to clients. Government has a logistical
interest in Correos being the de facto provider for postal service in the country, having the
competition offering niche products. Twenty years ago there was no private sector
competition and, when these new actors appeared with their high performance processes
and low prices, Correos realised they had been stuck for many decades and they needed to
improve basically in everything. However, all the investment has resulted in a big marketing
campaign and a brand new stationery products offer, cleaning the face but not improving the
product much, seriously affecting the employees motivation. Cool & elegant offices with a
modern logo with almost the same old services and processes, which derive in an important
amount of clients complains.
Correos needs to turn into the referent it was or simply disappear in favour of these new
actors who really know how to take advantage of innovation. Selection Since we have an important flow of clients in and out of the offices every day, and the
employees that take clients petitions are also there, we decide to go for a Learning launch
approach in one of our offices. We’ll get to see clients views and complains on site, will see
why employees do what they do as they do it and will confront these later with the big data
that Correos holds as an entity. We decided for Learning launch because the resources are
aplenty for it. Application We choose to implement it one of the many offices that exist in Madrid, but not the biggest
one; we need it to be big enough to have our own space, so chosen clients can feel
comfortable. Employees arrive at the office at 8:15 and office opens for client at 8:30. We
start our day at 8:00 bringing coffee and snacks aplenty and separating a zone of the main
hall with translucent screens. We choose 3 types of clients:
Random: Once every other client getting out of the office is invited to join us for a
coffee or a snack to have the chance to talk to a manager representative of Correos
about his/her experience/problem. The reason of taking people when getting out is
because they already had a “client experience”.
Problem for the employees: whenever an employee is faced with a situation he thinks
that could be improved or solved, he invites the client to have a coffee for free in our
dedicated space and marks down the problem in paper.
Complains: whenever any client has a specific complain, he can get to talk to us. Our
criteria to treat the problem will be quite straightforward: anything that’s punctual will
be left for the office manager to be dealt with. Otherwise, we will invite the client to
participate in our Learning launch.
To every single person, we ask the same question: “What’s your main problem when having
to come to Correos?”. I’ll put an example: “I came with this mobile to be sent to my mother. Y
expected to have to buy the box (because I couldn’t find a small one) but didn’t expect that a
parcel service couldn’t offer me any cell tape to close it. What they offer me instead is to buy
a whole roll of cell tape for 4€, the scissors for 3.50€ and a whole meter of bubble plastic for
5€.” Some kind of “Oh, that’s too bad” and small talk will do while, Mike (a person of the
team) will check the prices, the description of the problem and that effectively, there’s no
other solution. Mike will also talk to one of the employees and will realise they actually have
scissors on their desk, will ask them why they didn’t realise they could offer them to the lady
and he/she will respond “I could, but chances are I wouldn’t see them back”. From here, the idea is having a special desk that offers the parcel’s packaging, charging a
100% for the cost of the cell tape and the bubble plastic used and no charge for the scissors.
Let’s say the whole cell tape costs 4€, is 50 meters long. We will use less than a meter for
the mobile box so it costs us 50 meters / 4€ = 8cent. The cost for the cell tape will be 16
cent, we are getting twice as much margin and is relatively nothing to the client sending a
box. Then we take a group for the random clients and propose the solution to them. We make
sure they understand the advantages of it and ask them under which situation, given they
have no box, wouldn’t they use it in place of buying the stationery products as a whole. We
can actually show them the many problems we’ve found during the morning and get them to
try and find a solution that’s agreed by their peers.
Insight & approach The insight we got was that people didn’t care that much about paying twice the price of a
product if it made the total amount cheaper. They’re paying twice as much for the cell tape,
but since they’re using just a bit they’d do that rather than buying it at a fair price and then
having 99% of the product stored at home. The approach was to create fake stands in every office with all the materials and a panel
explaining the pricing with examples, so people could read them while waiting for the regular
line. The criteria was if the amount of people using the packaging stand justified the time
spent by the employee at that desk in providing the packaging stuff, it was ok. This valuation
could be irregular among the different offices.
|
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10,071 |
Example Reflection – Mind mapping
Challenge
In our business incubator for craftsmen, clients ask to help them
choosing brand’s names according to their crafts. With new clients, we can’t use -logically- names or hints that we used before for people in the same field or craft, so chances to get new ideas for names or logos are decreasing.
Selection
I selected mind mapping tool, to explore more ideas provided by
team members, clients or costumers, and search engines. This powerful tool helps to collect data and reveal what is deeply in common, and what wows and works the best at the same time
Application
We started by writing the craft’s name in the middle of a blank
paper, then we wrote every word that have a relation with this craft, and matching them with single headed arrow. Each word can be independently explored: it’s composition, meaning, root and translation to other languages.
After creating the final map, we started cancelling any word that is
not appropriate to be in a brand’s name. that process facilitates clearing non useful ideas, and matching the words in the best way.
Once the modification is finished, we start combining words, roots,
and even translations. Sometimes the crafter wants to add a hint to his first or last name, we add it, and search which is the best match.
Insight
The best thing I am thankful to learn and to know through this
course, especially using mind mapping tool is exploring and generating new ideas, in an organized way, which means increasing the chances to achieve more goals.
Before that, the team members, me, the client were distracted, we
had a lack of ideas, for inspiration and for hope, to generate an appropriate project or brand’s name.
Approach
Next time I would use mind mapping tool to generate ideas for logo design, business name, and why not for organizing project ideas.
|
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10,074 |
Storytelling for a trainee program pitch
Challenge
As a technical guy which has been studying electronics and electrical topics since my high school, the ability to communicate and tell a great story was not one of my strongest skills. I’ve worked in the engineering team of a company that develops products related to urban mobility, and during this job experience was the first time that I really needed to communicate and express my ideas efficiently. As a member of the research and development team, I could improve my communication skills through the discussion of ideas for a new product. During one year, me and the engineers involved in a specific project have done weekly meetings to show the project status for the company managers, and it had been the most challengers “presentations” I have done so far. Recently, looking for a new job position, I subscribed myself for some trainee positions in other companies. Here in Brazil, where I live, Trainee programs at big companies are really competitive positions due to the high salaries and great opportunity to work through different areas of the company, and also have a great chance to assume a leader position after you finish it. The selection process for this position normally takes between 2 and 3 months, and has several tests such as logical and English exams, group meetings, interview with managers and so on. For one of these programs I was selected to go for a presential meeting, and you usually you have to do a small pitch about yourself for the company`s mangers. It was at my first pitch that I realized the importance of a good storytelling.
Application
In my first presentation I didn`t know about storytelling tool yet, and I thought that to talk a little about myself would be easily done. However, when I was request to do, I realize I didn`t have a logical thinking and presentation process, even if I needed to talk about my accomplishments, which is something that looks easier than other subjects. As I have only two minutes to do that, I finish my presentation talking very little about the real important things I`ve done. It was a disaster. Consequently, I didn`t get through the next phase. However, I was able to know the storytelling technique through this course, and dedicated myself to improve my skills on that. Recently, I had another opportunity for a trainee program, and I did a pitch again. At this time, I had prepared my mind for the unknown, and had focus my attention on the main activities that I felt was adequate for the trainee position.
Insight and Approach
At this time, I was able to communicate my ideas and accomplishments clearly and I felt even more comfortable to do so, even though in this time I was speaking in English, which is not my native language. Using the storytelling, the two minutes that I had were sufficient to make a logical presentation of my skills and also talk about my soft and hard skills. As a result, I have been selected to continue in the trainee program, and the managers had plenty of interest in my history.
The fact that, with no big changes in my story, only changing the way that I talked about it, and even without using visualization or other techniques, I was able to tell then more about who I am and also
arouse the interest to work in that company, demonstrate the huge importance of a good storytelling in business. Looking forward for the next steps on the trainee program, and for sure I will utilize all the resources and tools we have learned through this excellent course.
|
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10,075 |
Example Reflection - Learning Launch
Challenge
I am currently a student of business administration and for the course of projects we
were asked to develop a business model that we could test in the market. At the
university we were unfortunately taught the classic methodology of previously
elaborating a business plan, however, I was determined to apply the concepts of
design thinking to achieve our goal, which was to develop an online educational
platform to sell courses. We had a two-month deadline, so I had to act quickly, and
the difficulty increased because our resources were very limited because of the
pandemic
Selection
After talking with my team, analyzing different tools, we decided to use the learning
launch tool. As we know from the course, it is an experiment designed to quickly test
an idea and prototype.
Application
Thanks to the technology and information we can find on the Internet, we developed
a pilot course quickly focused on digital marketing, which we sent to our
acquaintances who were in the age of our target audience and interviewed later.
Insight
As we talked with people, we discovered that part of our hypothesis was true, that is,
the course content is an important factor, however, so was the aesthetic aspect, so
to speak, which is why we had to contact some friends who were studying
communication to improve the lighting of our videos.
Approach
After making adjustments, we launched the online platform with only one course,
which was surprisingly successful that the university decided to support us to
implement improvements and work together to reach more people, of course, with
what we learned, I know that this is only the beginning of the road, and that we will
certainly perform more tests in the short term
|
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10,076 |
Creating impact with target audience through Visualisation
Organization and Challenge
I head a business unit for a company based in India, and among the 4 major segments of the primary business of the organization, my business is a services unit while the other 3 units are product based. The organization and its brands are well known for their wedding products and deliverables, and have earned a Trust Badge with its huge member base of Indians across the globe. Within my business unit, however, there is a looming challenge of luring the potential member for a subscription given that the deliverables are intangible and the results are not guaranteed; the services are customized and every member commitment has a different SLA. That said, it is also challenging to support with references since there is no apple-to-apple comparison. My business’ target audience is the HNI community (High Net-worth Individuals) with Indian origin. Given the difficult Covid-19 period, and the new normal that we are adapting to, I believe this is a good opportunity to relook at our approach to our potential members and how we explain about the value of our services.
Selection
I applied the 4-Whats of Design Thinking in combination with the Golden Circle concept from “Start with Why” by Simon Sinek; and used the Journey Mapping tool to understand the need and expectation of the potential and prospect members. The Journey Mapping exercise revealed some very fine aspects of the expectations of the member, more specifically from the perspective of culture, heritage and social systems. This gave me the idea to use yet another strong tool of design thinking to help the potential members understand how our services will help them in fulfilling their need and also meet their expectation. I chose Visualisation. This tool, I learnt, will help me convert the intangible and unperceivable solutions into a tangible and concrete reality for my potential members. And how do I plan to do this?
Modus Operandi (Approach & Application)
I worked with a task force from my direct team, I chose 3 members from diverse culture and different age groups and a healthy gender mix; this ensured that the thoughts are more likely to cover the greater majority of my target audience. We worked with some base documents collected through surveys using basic concepts of mind-mapping tool; and hired an external graphic designer for the subject matter expertise. We used images to depict an Indian bride-to-be and groom-to-be to help our potential members understand the journey of a member through the lens of our services and solutions. The visualisation project comprised of graphical presentation of the process through animated bride-groom images, supported by appropriate background scores, ensuring a regional touch to cater to different communities and a well-balanced social-economic-cultural representation. This is now made available in formats of ppt, pdf and video, with small byte size versions as well. These can be shared with the potential members during a solutions conversation (ppt/pdf) and/or, shared over mails (ppt/pdf) after a meeting as a follow-up sales tool and/or, shared through watsapp messages (pdf/video) as a top-of-the-recall method. Further this can also be used for digital marketing campaigns (video) and as part of other marketing kits.
Insight & Impact
The initial buy-in of the visual communication was very promising and healthy. The customer response survey showed that 65% of the potential members found it useful and understood the value deliverables by the brand (compared to 45% in the survey before sharing the visual communication). The feedback from the dry-run gave some further insights into cultural and social sensitivity to some aspects of the services and the visualisation of the same. Basis this learning and observations, the visualisation project was re-run to incorporate the changes and produce a more communicating version. This approach led to the survey results rising to a 76% from the earlier 65%. The continuous effort will be towards taking this closer to a 90-95% survey results.
The improved acceptance and higher levels of communication through visualisation is now going to let us improve our sales conversions of the potential members, help them relate their needs and expectations to our services and also communicate our solutions’ value to their life and this specific journey with us.
|
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] |
10,077 |
Anne Steiner October 15, 2019
Design Thinking Reflection – Visualization
Challenge I have a business concept for a sustainability product that will help reduce single-use packaging. The vision is to create a circular economy around a line of reusable cups, water bottles and containers that can be borrowed on-demand, then returned for cleaning. Similar to the business model of car co-ops, e-scooters and bikes for transportation, I propose a membership- style system that would allow people to access these items at strategically placed vending machines when they are on-the-go. The challenge is that this idea has never been fully fleshed out and there are significant gaps in terms of how the concept can be implemented in real life, both on the consumer side, as well as the implementation side. Additionally, a big question looms as to whether this is a product or service. Ultimately, I need to better understand how this product/service might work so that I can move forward research and development. Selection According to designer Angela Myer visualization helps unlock another part of our brain to access parts of our creativity for complex problem solving. These visual tools aid us with imaginative thinking when more than just logic is needed; when extrapolation, inductive reasoning and solving future problems is required. Due to the complexity and type of thinking that’s required for my business challenge, the design thinking tool I select to assist in this challenge is visualization. This is because there is an immediate need to map out the experience from end-to-end. The purpose of mapping the process out is both to help me create a more fulsome picture of the user experience myself, as well as to communicate the business concept effectively to a group of collaborators. Application I participate in the Squamish Make-a-Thon, presented by the NATIONAL UNIVERSITY OF COLOMBIA and the District of Squamish, to put my design thinking skills to the test. With a group of collaborators, I use storyboarding to draw out the user experience of my sustainable solution from beginning to end. We look at this from two angles: the user experience from an external perspective, and the redemption process from an internal perspective. In this particular case, the fast and iterative approach of storyboarding plays a critical role in developing the concept. Through this design thinking tool, our group immediately identifies areas that may pose challenges to the experience and exposes aspects of the concept that require more detailed thinking.
Anne Steiner October 15, 2019
The storyboarding addresses both the front-end user experience, as well as the back-end facilitation of the product. Through this, our group identifies several stages of the process that we need to rethink.
For example, on the front-end, we realize that when someone identifies their need for a reusable container, they must have a mechanism for locating the closest redemption point. To solve for this, we integrate a location finder mobile application into the process. On the back-end, we realize that my original idea of having a collection service to take dirty containers away and clean them at a different facility would be extremely complex, cumbersome and not sustainable. We opt, instead, to integrate self-cleaning technology
into the vending machine, enabling containers to be cleaned on site. This will speed up the process and keep supplies stocked and reduce the overall carbon footprint of the solution. Using the help of storyboarding throughout the process, our group continues to adjust the concept until the flow makes sense to both the consumer and the business. The new information gained from this visualization helps us hone in on what additional research is required and what we need to include in our Design Criteria document. Insight and Approach After creating the storyboard, I have been able to address critical questions, better communicate the concept, and create a more defined design road map. Firstly, visualization helped me answer the most pressing question: is this more of a product or is it a service? I have, in fact, established that this is more of a product (the self-cleaning vending machine) and therefore, requires a different approach for research and development. Additionally, through the help of visual tools, I was able to both better understand my concept and to communicate it more clearly. Prior to drawing out the business idea, I was having trouble explaining it because I did not have a foundational understanding of it myself. Finally, with the help of iterative visual thinking, I have identified new questions to answer for both the front-end and back-end of the product. This next round of questions will be the foundation for further research and concept development. I think storyboarding was the best tool for me at this until I had developed the idea stage of the business concept because it helped me rapidly iterate more thoroughly.
Anne Steiner October 15, 2019
Moving forward, however, I would like to fine-tune the consumer journey. In the future, I will create more detailed storyboards with different versions of the user experience. For example, one will have a version where the user has to join a membership to access the reusable container vending machines, while another version will only have a pay-as-you-go option. Next, I’ll hold a “yard sale” with a focus group, inviting participants to put a coloured dot beside the stages of the user flow that they are most likely to follow through with. This will help give me a consensus as to the best user experience before I get into prototyping stage. This short assignment has revealed the cyclical nature of idea development in that with each round of iteration, you may need to take three steps back before you can take another step forward. Ultimately, however, this leads to more effective end-result because the questions are asked up-front rather than after a product hits the shelves— or in this case, the streets.
|
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10,078 |
Overcoming Barriers - The Story of the Movie at a Fuel Distribution Plant
Challenge
The certification program for fuel distribution plant management systems owned by oil company was in process. I was responsible for coordinating the project. The certifications were conducted by an international auditing company and were intended to meet requirements defined by the oil company's industrial customers. Until that moment, a large number of fuel distribution plants had been achieving certificates of compliance. However, there was a particular plant where management system implementation process was not reaching the target. The deployment process had been tried more than twice unsuccessful. Plant employees were demonstrating resistance to the implementation of the management system. In order to get the process done, the plant manager had made some decisions that confronted the employees, which made the situation worse. Given this fact, it was necessary to understand the reasons for the failure of the attempts and to implement the management system in an innovative manner, in order to meet the goal set by the direction of the oil company.
Selection
The situation required careful exploratory action on what was happening at the plant. It was more than obvious that measures of force, objectionable, would not solve the problem, especially since the organizational ambience had been tried and made worse. Thus, as coordinator of the Oil Company program, I chose to personally conduct research on the source of the problem and to conduct innovative actions to achieve the certification goal. In this way, I chose to use the Storytelling tool to establish an empathetic relationship with the plant's staff, so that they could expose their dissatisfaction in stories, define the problem most perceived by people, contextualize the problem and act, transforming the dissatisfaction of the team in satisfaction with the achievement of the results. The choice of the tool was due to a past experience of using the same tool, when I also had to deal with behavioral problems of a group of engineering sector employees of the same company, whose project and project implementation sectors were constantly diverging , causing significant delays in the delivery of the works. At that time, I used the concepts of the books by Don Norman (“The Design of Everyday Things ”) and Tim Brown (“ Change by Design”) to turn pain points into delights, abandon the status quo of processes and practices conducted in the engineering department and lead teams towards the future scenario. The Storytelling proved quite effective to create an open and continuous narrative that involved people and encouraged them to proceed in solving the main problem originated prejudice among sectors and lack of mutual trust between people. Also in the activity to be narrated, the same authors and books served as a bibliographic reference.
Application
Work began with the distribution plant team carefully. I did not address failure in attempts to deploy the management system. Initially, I used some edited films to break the ice, addressing issues such as perseverance to overcome barriers ("The Pursuit of Happyness ", with Will Smith); confronting prejudice and the struggle for the ideal (“Hacksaw Ridge”, with Andrew Garfield”); inspiration when in times of hopelessness and crisis ("Walt Before Mickey", with Jodie Sweetin ) and breach of trust between leader and followers, which is overcome by team maturity (" Inception ", with Leonardo DiCaprio ). After watching each movie, I distributed people to groups for discussion and presentation of the central ideas of the films presented. For the last film, in addition to the groups, I requested a solo presentation from the plant manager, who addressed the issues of the film and paralleled his performance in front of the team, making it clear that he had made recent mistakes in project execution decisions, and asking for a vote of confidence to improve their performance. Throughout this first phase, based on Brown and Norman, I sought to empathize with the team members as well as between them and me. Rapport techniques were also used to assist in this process.
The next step was to invite the team to star in their own movie. I used Storytelling to build the story from a group challenge in line with Brown. The director of the film would be me and the plant manager would be the “stagehand”. I set the storyline of the film, which would tell the story of the plant team and their efforts to achieve management system certification (the story from a challenge). We would not define the title yet. The tentative name would be "Our Movie." I informed that the script of the film would be presented in a storyboard with 6 frames (the clusters or groups of information, according to Norman), transcribed in sheets of flip chart.
I started the preparatory activities for the film, addressing about the moment of the plant that the film would be shown, that is, the description of the status quo, according to Brown. In what situation were the actors in the film before the certification journey, their doubts, questions and opinions about the goal? I led as a director of the film a divergent discussion (Norman). Organizational, functional and labor issues could be presented and discussed one by one. At this stage, besides myself, I worked so that all members of the group paid close attention to each other and each one could speak, inhibiting monopolization by one person (Brown). Through my encouragement, using the “5 Whys Methodology” technique to identify the root cause of the problem, and continuing to use Rapport techniques to build the empathy map, everyone was able to talk about their activities. What they thought about the plot of the film, its perceptions and inferences (Norman) in relation to the moment. Thus, it was possible that, naturally, everyone shared the particular and collective frustrations (Norman). Still, there were questions and confusion from the group about exactly what a management system certification process was. I recorded at powerpoint all aspects of the group's statements simultaneously. Doubts were elucidated, I led questions and answers elaborated by the group members themselves, until a problem most strongly perceived by the group (pain point, according to Norman) was highlighted by all and elected as the starting point of the film. The behavioral resistance of the group in relation to the implementation of the certification system was identified, based on wrong information provided by the region's workers' union (source of unemployment) and mistaken inferences propagated by influencers in the group (increase in workload, without increase salary).
Having reached this stage, I designed films that presented, from the implementation process to obtaining the management system certificate, the experience of two of the company's fuel distribution plants. The films featured employee testimonials, scenes of work done, everyone's reaction to the announcement of the success of international certification, and, finally, what the routine of the plant was like after certification. I then separated the team into four groups, asking them to produce six paintings (Norman) that told the story, in this case the film, of that plant's management system certification, considering:
1st table: description of the current situation in the plant (status quo);
2nd table: presentation of the finding that would break with the status quo;
3rd chart: description of the emotional reaction of the group with the finding;
4th table: presentation of innovative ideas for conducting the plant certification process;
5th table: presentation of how the group would act during the implementation of innovative ideas, conducting the plant certification process;
6th table: description of the new situation of the group after the international certificate was won.
During the framing of the films by the groups, I stayed close and interacting with everyone, strengthening the empathy framework and urging everyone to abandon the status quo and dare to generate ideas for conducting the certification process. At the end of time for the work, all groups had produced his films, exposed in the storyboard of six frames. Each group posted their pictures on each wall of the room where the work was conducted. From there, I started the "direction" of all four films produced. I requested that each group member chooses a character to play, from a relationship that I presented, consisting of one management systems consultant, two employees, one supervisor and one manager. I rehearsed with each group what their “acting” would be like when presenting their films. For
each group, the “stagehand”, that is, the plant manager, would act helping the continuity in the performances, so that the film did not suffer “continuity problems”. Thus, after all the rehearsals and corrections, the groups were able to “stage” their films. While a movie was being screened by a group, the others watched as they ate popcorn brought in by the plant's service assistant.
After the presentations of all the films were completed, I began discussions to evaluate each of the six frames presented in the films, with the purpose of consensing the frames and producing a single movie that told the story of the plant. Regarding Chart 1, there was unanimity in the presentation of the groups, which showed that the team was fully aware of their situation and their current behavioral posture. The same happened with Table 2. In Chart 3, different situations arose. For some groups, there was no surprise that it would break with the status quo. For others, surprise set the tone. Regarding Table 4, all groups presented different ideas. I related all the ideas and led the divergent discussion (Norman) about them, so that they all deviated from the points presented and evaluated the ideas without prejudice and without disagreement. So, I led the team with all the emulation of the journey for each presented idea, so that all live the problem, simulate how ideas would be applied to visualize the effects of the application of the ideas and expectations generated (Brown) . This reduced the initial list of ideas. I conducted the exercise of evaluating the perception of value that each idea would add (Brown) in the process of implementing the management system, both to achieve the goal, but mainly to the people of the plant. Which ideas would act in the binomial person x problem solving, turning pain points into delights (Norman) and changing the status quo to a desired future scenario. Once again, the list of ideas has been reduced to about four or five ideas. The next step was to evaluate the viability of ideas (Norman and Brown) . What could be done? What would be technically possible? Everything that could be implemented in the short term and also met the corporate requirements of the oil company. The result was the consensus of the length of two ideas, which were adjusted to each other, so they were bound together in only one single idea. After this work, it was very interesting to realize the “Wow Effect !” (Norman and Brown) in the participants, who noted how the consensus solution added value to the process of deploying the management system at the plant. Regarding Table 5, groups presented similar action plans and schedules, which were consolidated into a single action plan, with phases that added or merged into a larger one. In Chart 6, the groups presented their respective photos or presented reports of how they understood that their activities and tasks would be transformed, with changes in routines, but without generating extra workload. The group decided to use the two approaches in Box 6 final, inserting a summary report, along with a photo of the entire plant team, making positive gestures and satisfaction with the achievement of international certification, which they unanimously gleaned from that moment. The consensus team named the film "Overcoming Barriers."
Insight
The use of Storytelling in the case presented allowed me some conclusions. When I started working with the team, I used some films with core ideas, such as perseverance and trusting relationships. I noticed in the team some nonverbal language typical of those who think they are manipulated, or simply unbelief. On the other hand, I found that this reaction completely disappeared from the moment the work of establishing empathy was carried out during the discussion of the reality of the plant and its problems. It worked very well not to let the failures of previous attempts to obtain international certification be mentioned. Thus, the word “guilt” did not appear at any time in the works, which made participants more comfortable to interact and expose their opinions throughout the activity. Another point that worked very well was awaiting the team reaches an established level of empathy for conduct the activity and, only after, to present the films that teams from other plants recorded, showing their experiences with the implementation of management systems. I noticed that this experience, in addition to messing with people's pride, ended up destroying prejudices that still exist in part of the team. Finally, impress me enough to conclude that the design challenges are not only a great way to
benefit from the power of generating innovation, as well as create stories around an idea, turning people from passive observers into participants involved, doing- become part of the story.
Approach
Some lessons learned were found in the application of Storytelling and motivate adjustments in the application of this tool in future activities. The first is the importance of starting work by providing more information on who suffers from the product or service (Norman). In this case, I would use the Visualization Tool of Design Thinking and present real stories written, post its or powerpoints, from the industrial customers in the oil company on problems experienced in relation to the care of that particular plant. Based on this information, I would work with the team to write in flipchart charts their views on the issues raised. This has not been done and could in some ways have improved collective awareness with the need for an innovative solution in implementing the management system. Other improvement point refers to the absence of an individual time for each of the members could have their insights and awakenings (Brown). All activity was conducted in a group manner. I believe the possibility to also gather perceptions of individuals, and not only small groups could confer higher quality and depth in the generation of solutions. Finally, even though the activity has achieved the proposed objective, some good innovative ideas have been abandoned, not for technical viability, but for contradicting corporate positions. Tim Brown's phrase that the best ideas die more often, because they fail to navigate the dangerous waters of the organization in which they are born, is a reality rather than market rejection.
|
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10,081 |
REFLECTION: STORYTELLING
Challenge & Selection
During my time with a Welfare Organization, I was working with a team who set up a camp in a village. I was given the task of connecting with villagers and explain to them the importance of education for their children. In villages, parents prefer their children to help them in daily chores instead of sending their kids to school. It was my task to help them realize that sending their kids to school is much more beneficial for the children rather than working in the fields. The strategy used to communicate and understand them was that I first started with the story so that they can know what I am trying to tell them. After the story ends, I gathered the feedbacks to understand their problems and help them in understanding how they can overcome those problems and situations. By doing this, I help them in creating a bright future for their children.
Application
I have a story to share about using storytelling in this situation. While helping the villagers in understanding the importance of education for their children, one of the points I wanted them to realize that knowledge can help their children to make better decisions and choices even if they're going to farm in the future. I told them a story about a friend of mine who was born into a family of farmers. His father always wanted him to take over after him. The father didn't receive any formal education. Traders and merchants always fooled him in selling the crop at a lower price or in buying bad crop seeds. He always felt that not getting a formal education was a significant disadvantage, and he didn't want his son to suffer the same way as he did.
Insight & Approach
He sent his son to school. The son graduated from school with flying colors and joined a college where he learned more about farming methods and crops. After completing his education, he came home and took over his father's field. He used new ways to irrigate the fields, which resulted in lesser use of water. He also started sowing different crops and different ways of planting crops. He also started farming off- season vegetables. He even bargained well with the merchants and bought good quality of crops from traders. This change in farming soon started benefitting the family. His father felt proud of his son and was happy seeing his son doing way better than he could ever have.
I told this story to the villagers, and it had a significant impact on them. I also received valuable feedback, which helped me in understanding some of the problems they faced and their mindset.
I believe storytelling is a way to make people better understand what you are trying to convey, and it sometimes serves as a tool to understand some of the problems which people hide. But after hearing the story, they open up.
|
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10,082 |
MIND MAPPING
Challenge & Selection
Planning a wedding cum reception for my uncle was a
nightmare. A total of 2.5K guests were expected.
Planning a big fat wedding was a mammoth task made
easy by the mind mapping tool.
We spent a lot of time jotting down the important
aspects of the entire wedding ceremony centered around
the main motif of successful accomplishment of the
ceremony.
Application
We spent a lot of time going through every little detail
of wedding plan and what needs to be done- from the
order of service to the wedding ceremony.
Just talking through everything and mapping it out on
a single mind map managed to ebb the tide of tears
and soon we were looking at the monster in the eye
and saying, “Well that’s not so bad!”
Various tasks were distributed among various family
members & even the minute details like the time and
date of tuxedo delivery/decorating the car for the
groom were accounted for in the mind map.
Insight & Approach
Well this technique was an eye opener for me. Managing
complex and cumbersome tasks can easily be
accomplished by the mind mapping method.
The only area I will prefer to improve upon is the
distribution of tasks.
Clubbing various co-related tasks, would reduce time and
effort & provide with ease of operation.
I have attached a copy of our mind map.
I hope you’ll like it!
|
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10,086 |
1. Challenge: The challenge is to help a someone enhance their gift giving experience. It
could so happen that one is unhappy with/ faces challenges while deciding what they could gift to their loved ones be it family, friends or partners. The aim is to come up will a plausible solution to help the customer and come up with a strategy which could help them selected suitable gifts.
2. Selection: The design thinking tool I used is visualization. I think it is a very strong
approach since the customer can exactly relate or picture what they are being offered as solution. The process of visualization is important since it's truly a way of unlocking exclusive part of brain. The splendour of using visualization is that we can tap into a unmarried picture. The extra you start to use pictures, the more which you start to diagram while you communicate and create a visual picture for humans of how you are questioning. The, the more likely you are to achieve a experience of settlement and consensus with human beings, the extra you are likely to draw out communication. In an environment wherein your, your capability to, to get things executed and to solve issues is depending on different people being capable of recognize you and align their thoughts with yours.
3. Application: To implement the tool I selected followed the five main phases of design
thinking. Through the empathy phase I conducted a couple of individual empathy interviews to deeply understand the problem of the customer. The aim of the empathize phase was tp Observe users and behaviors in context Engage with customers. Immerse yourself in the user’s experience. And discovering people’s explicit and implicit needs so that you can meet them through your designs. Some questions that I asked during empathy phase were:
- When was the last time you gave a gift? How did it go?
- What worked well?
- What didn’t work well? Tell your story about the process?
- Why did you give a gift?
- What made it easy or hard?
- What were you trying to get from the gift giving experience?
Next was the define phase: Synthesize empathy findings: discover compelling customer needs and insights.
The need: watch, research, surprise other people, be insightful, show gratefulness/love, make important associations with others
Insights gathered were very much educated and perceptive of people around him, researches before giving gift, investigates and invests a ton of energy to locate the ideal gift.
Evaluating these insights we come to a problem statement: needs an approach to investigate and find more data about an individual's needs, needs, and premiums in light of the fact that he needs to feel certain that the blessing he purchases somebody is valuable, important, and exhibits his mindfulness.
MAIN CATCH: The customer likes giving a personal touch to the gift/ prefers handcrafted gifts.
Next comes the ideate phase where we address this problem statement, it is a brainstorming session to develop ideas for plausible solutions.
Next, we switch gears to the prototyping phase: And as per my solution I came up with an app called the “Gift Zone”. It is an app that would have handcrafted gifts ideas.
To add to the appeal, I made a 3D model for the same.
The features Include some tabs on the side-
Handcrafting ideas: This would list all general gift giving ideas, with necessary details such as time required to handcraft the gift, materials required etc. and also a link to third party websites where you could buy those materials.
Inventory: Contains profiles of all synced contacts, their relevant details such as age, likes dislikes and suggestions based on text mining methods from their social media.
Personalized gifts: You can select pictures from galleries with the respective person and place an order to get them printed on cushions, mugs, cards and even cakes!
Suggested orders: A section which leads you to third party websites where you can get ready made gifts.
Ask for Idea: A platform where you can collectively form a group to discuss gifting ideas in case you need help or a suggestions from friends or you may even want to give a combined gift and this app gives you the platform to talk it out.
ALL SECTIONS HAVE A FILTER PANE, IN CASE YOU WANT TO SEARCH FOR A PARTICULAR GIFT OR A PARTICULAR PERSON’S PROFILE ETC.
Then comes the test phase: This phase is the feedback conduction loop. Gain approval on prototype and consider suggestions in case you need to iterate back to previous steps.
4. Insight: Using visualization and mainly building a 3D model helped me think with a wide
mindset. When I had the initial prototype in hand, I could think more visually and brainstorm on more helpful aspects of the application. Having to visualize widens your spectrum to think deeper and more profoundly about the task at hand.
5. Approach: Next time I would like to try the same method but try to dig deeper into the exact
insights and needs gathered. Building a prototype, getting feedback and reimplementing design is key. I feel, during this attempt, I did not get the chance to improve on the prototype or have enough feedback and conduct a reiteration cycle to incorporate improvements
|
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10,087 |
Example reflection - Storytelling
Challenge
My first job was a job of the strategy consultant in the international audit&consulting company, and this
is where I actually learn about the great power of the storytelling.
Our client wanted to take part in the program sponsored by the government. The aim of the program was
to create new businesses in the selected country’s region. As a consulting company our team (including
me) had to do the research and the presentation, stating what kind of businesses should be opened in
the region, so the client would apply for the sponsorship from the government and open the business.
Of course, the main aim of the consulting company is to persuade the client and government that the
chosen business will run successfully in the region and will bring fruitful results to all the parties involved.
This is when we use the storytelling technique.
Selection
We decided to use a storytelling tool to create a story that would explain and persuade our client why the
business idea we suggest for the region is the best one possible.
As it is mentioned in the video lectures (Week 2 materials – Storytelling tools) the good story should
convey a message that creates logic. In our case, we had to persuade the audience that the idea would
work using based on our research. Storytelling tool allows to create the sequence of the events that would
describe how you arrived to the logical conclusion.
Storytelling allows you address the target audience, to find the common ground with the customer, not
only to describe him the problem in details, but also to show the cause, the reasoning, how to solve the
problem and engage the customer in the story.
Application
First of all, we studied the audience: client (investor company) and the client’s prospective sponsor
(government). We defined what presentation and analysis techniques can impress them and we should
incorporate in out presentation (return on investment analysis, current region’s economic state analysis,
and so on ...).
We realized that the presentation has to be logically structured and have clear sequence of events, so
why we started defining the preconditions of developing business (analyzed region’s resources, already
running businesses, social and economic indicators, …); then studied what kind of businesses are
needed in this region or the regions nearby; whether we have resources for those businesses; how
profitable those businesses can be.
As a result, we created a great story for the client to present to the customer, that incorporated a lot of
persuasive techniques (like economical analysis), but at the same time was very logical and structured.
In a few words it sounded like this: “In that region we have a resource A, and there is an institution that
studies the application of this resource in different fields, so we have people who know how to use
resource A. The company in the region produces equipment needed to work with the resource A. We
studied that there are no produces of the products from resource A in the nearest regions, but there is a
demand for them, so the products are imported from countries XYZ at the high prices. Therefore, we can
open a business that will produce products from resource A, and sell it in the region and regions nearby.
Here is the economic value, expected profit, and the positive influence of the project on the community
of the region”.
The story was sequenced, logical and engaged the client as it provided the economical analysis, and
government as it represented the positive influence of the community and the contribution to the country’s
economical development.
Insight
For me this case, how major consulting companies engage with the customers and create a business
stories for them, was an eye-opener. I realized how the simple tool of creating the “map” for your customer
to follow while listening can help to engage him, feel empathy, see the logic and the work done behind
the story.
This storytelling allowed to incorporate profound calculations and economic analysis into a very simple
but at the same time persuasive story and also to create a very structured presentation, containing only
the information needed and relevant to the client.
Of course, the project was a success. Since that moment, whenever I have to do a project at my new job
or university, I always consider, who is going to listen to me, how I can engage the listener into the story,
address to the ideas that will be interesting to the listener, and always have a clear structure that will be
easy to follow.
Approach
This course allowed me to see, that storytelling is basically the activity that can be applied in any project.
Now I see, that subconsciously I have been applying this technique in many of my daily life activities, but
now since I realize it, I will be able to perform it in a more structured and deliberate way. I will always start
my project with creating the story that will carry logic and message for the target audience.
I will also use other techniques described in the course (especially, visualization one). I think a clear
message and a good picture of what you are trying to achieve are the best way to persuade your listeners.
|
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10,088 |
Reflection – Storytelling
Challenge
A while ago, I accepted the Manager position at an accounting team in charge of doing the tax accounting for US inbound and outbound assignees. Getting the job required a deep technical expertise of the tax methodology and accounting structure used by the company. However, when I came on board my Manager explained me that the team was having execution issues and therefore had low credibility with the stakeholders due to their lack of technical knowledge. On the positive side, I worked on that same organization years before and was familiar with the type of work and knew some of the stakeholders. The leadership challenge was to transform the team into a Center of Excellence by engaging both the team members and the stakeholders.
Selection
Storytelling is a powerful tool to capture people attention and engage people on a good discussion. Similarly to the beginning of a good movie or book, storytelling requires you to demonstrate there’s something at stake, this will capture your audience’s attention right away. Then, you need to start building upon that opening and make sure to provide sense of direction for the plot, explaining all the obstacles along the way, maintaining suspense as explained in the video, presenting the story characters and adding action to the plot in order to generate emotions. Most people will relate more to emotions, rather than just data, so you have to embed the data within your story. At the end you have to articulate how your proposal or recommendation could generate a positive outcome to the challenges presented and explain what the learnings were.
This is why I believe storytelling was such a good fit to my challenges, as it was possible to present it in such a way that I could not just present a business plan to improve the team’s performance, but to share with my stakeholders and team members a story of transformation that will capture their attention and engage them, which makes it a lot easier to implement versus just imposing a plan.
Application
As I was new to the role, I started by collecting different perspectives on the situation, so I met with my team members, manager and some stakeholders to understand what led the team to have executions issues and technical knowledge gaps. Once I heard their stories and connected the dots and started putting together my own story.
Once I collected the data, I realized there were multiple areas that need to be worked, including people dynamics within the team, processes health, technical knowledge and stakeholder management. Therefore, I did some research to put together a plan that could tackle these areas, I was able to include in my proposal tools such as risk assessment, BPM health assessment, 5 dysfunctions theory, case studies, among others.
Now, it was time to start putting together a compelling story to engage my team members, Manager and stakeholders on implementing the plan. So I started by clearly articulating what was at risk in terms of dollars and compliance, this helped to get their attention and get everyone to agree we had a problem and needed to do something about it.
Once we reached agreement, I started to explain the reasons and obstacles that led the team to have knowledge gaps and execution issues, trying to be very visual and creating suspense. Then, when everyone understood what was driving the issues, it was time to put the characters into action and present the proposal to fix the issue, the lessons learned to avoid the same situation in the future and the next steps to be followed.
Insight and Approach
What I have learned applying this tool is that stories are a really good way to transmit meaning and get people’s attention, even if they are data driven like me, the art is embedding the key data points into the story. This is not easy, so I learned that practice, practice and practice are key to make sure your key messages are coming across.
I also learned, that since stories are engaging it helps the audience to be more open and creative, which helps to the discussion and provides additional insights to enrich the proposal.
Probably one of the key learnings is to know your audience and this includes not only their communication styles, but also you need to read the environment. In my case there were additional external factors going on, such as a political pulse between two key stakeholders that made it difficult for them to reach an agreement, not because of the proposal, but because of this political struggle. So, knowing about this type of environmental factors could save a lot of time in the process. Since I had this experience, next time I would probably dedicate more time to learn about this environmental factors that could delay the process or cause roadblocks in the way.
|
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10,091 |
Reflection – Visualization
Challenge & Selection
I work for an organization which is aiming at developing capabilities of employees with which we could become an organization where an employee would meet the needs of the job and perform at an optimal level and at the same time also aligning this to the objectives of the organization so that the organization as a whole will meet the existing and upcoming capability needs in the industry. We’ve used multiple design thinking tools to develop a platform to meet all the learning needs both within the job role and outside the job role. Now as we have traditional practices of learning in our organization and we want to digitize the learning and provide a good experience for any employee visiting the platform.
As a team, we’ve worked towards building a platform that meets the learning needs of employees at various levels. As part of this we’ve explored few vendors using design thinking principles such as brainstorming, journey mapping etc. And after this we wanted to test this on some real time users.
Application
As part of this we’ve created a test on two platforms and brought in few real time users and asked them to experience both the platforms. The next step is collecting the feedback on both the platforms where we wanted to understand the accessibility, navigation, ease of use and how this platform is meeting the needs of the end user, etc. during this phase, we’ve interacted with the end users who comes with various backgrounds and how the platform is meeting their requirements. With this activity we could visualize the journey and get a complete view on how to make effective use of the platform and also the problems that would arise in future.
Insight
This exercise helped us in shortlisting the most suitable platform. Also helped us in understanding how an end user will make use of the features available in terms of accessing the content, creating journeys, leader boards, gamification etc. this platform encouraged individuals to create personalized learning journeys and also it was enabled with proper tracking mechanism. While individuals created their own journeys and is specific to his/her role and here comes the challenge of learning activities available on the platform. As these learning activities are generic in nature and not solving the deeper problems, there could be a high possibility of employees getting disengaged with the available content. At the same time the learning activities available would solve a major problem of the org. as these activities though not highly technical but would definitely meet a certain requirement for the development of any individual.
Approach
Basis the feedback and inputs received from various stakeholders, we’ve brought in various changes on the platform including major changes related to user experience in terms of accessibility, navigation, and also for the content part we’ve worked with other vendors who can host their content on our platform and this will definitely solve the bigger purpose of the organization and hence creating a learning organization. And thus providing the best learning resources for the development of the individuals which in turn will bring out in the form of skills and behaviour enrichment.
|
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10,093 |
Reflection - Learning Launch
Olivier Saidi
Challenge
I was leading a project to build and implement “Technology Competency Framework” for my organization’s large software programmers’ pool of 0 to 4 years of experience in the company. We have identified 6 different Lines of Technologies (LOTs) which are prevailing for the business to categorize the target population within. I wanted each LOT to have definite curriculum and associated evaluation at 3 different levels (L1, L2, L3) with increasing expertise and complexity to enable employees gain higher skills and competencies as they progress year-on-year. We also wanted to map this framework to employees’ career progression within the organization, so it was far more important to have an accurate technology competency framework in place. Especially “Evaluation” mechanism at every L1, L2, L3 levels for all LOTs.
Employee evaluation framework was decided to be thru’ online assessments in every LOT, based on the curriculum set for every level (L1, L2, L3). Online assessment was to be using variety of Multiple Choice Questions (MCQs) of low, medium, high complexities in each level’s assessment. Sizable question bank was generated and uploaded in the assessment engine. Parameters like Questions’ complexity, randomization, points for correct answers, passing percentage have been configured in the assessment engine.
Selection
Overall Evaluation model was conceptualized as stated above and validated to proceed with. Now the most crucial part of the evaluation framework was ahead of us to establish its authentic workability. For which “Calibrating the Assessments” was essential, i.e. to ensure that these assessments at each level would produce the results which are in line with employees’ actual skill levels. For example, when employee is certified at Level 2 post the assessment, in reality, he/she is indeed at the skill/competency Level 2 and not at 1 or 3. For this, I’ve decided to apply “Learning Launch” of design thinking.
Application
Selected a group of participants from the target audience and after imparting the necessary training to them from their respective LOTs asked them to take the online assessments. Then their assessment results were compared against their professional academic scores when they joined the organization, the scores they have got in various relevant trainings they underwent after joining the organization and also against the ratings they used to get on their technical skills and expertise by their supervisors during half yearly and yearly appraisal process. Control graphs were plotted and cases falling outside of control limits were analyzed. Initially we found higher numbers out of control limits. Then we adjusted the parameters in the assessment engine and also modified the question bank repository.
This cycle was repeated 2-3 times with different set of employees to finetune the assessment mechanism and calibrate the assessments till the cases falling out of control limits were minimal and our solution became authentic and workable for the organization wide implementation.
Insight
“Learning Launch” tool turned out to be highly effective in this piece of our project. It was crucial and most challenging work piece of the overall project and if we would have directly implemented the framework across the organization, without having tested its accurate workability on smaller groups, 2-3 times, the entire initiative would have been a flop show. Learning Launch tool helped us to
- ensure solution workability in a shorter time, - making us take fast corrective actions to calibrate the assessments, - minimal but direct involvement of the end users of varied samples covering the larger spectrum of technologies and levels - and most of all, with very minimal efforts, it enhanced our (project team), sponsor’s and key stakeholders’ confidence as to whatever solution / framework we are providing is the top notched realistic solution for the benefit of the entire organization and target population.
Approach
I think, every tool has its own pros & cons. Not every tool will help or provide same benefits in different challenges. According to me, “Learning Launch” is the better one to ensure the workability of the solution,
- when there are multiple unknown factors involved in the new initiative, - when there is no previous data available to cross verify the practicality of the solution, - the volume of impacted population is high or very high - implementation cost is high or very high
If your challenge doesn’t involve any of the aforesaid factors, then the risk of direct big-bang implementation is comparatively less and that risk you can mitigate by analyzing the past data and trends from the similar challenges and decide the course of action on your challenge.
|
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10,097 |
Design Thinking for Innovation
Selected tool: Visualization
Challenge & Selection: Describe your challenge, including all relevant information. In your own words, briefly describe the tool you selected (e.g., what it is and why you selected it for your challenge -- including any appropriate video lecture references).
I was working on improving our company e-commerce website so we start the project by doing a proper design thinking - journey mapping, understanding our customer expectation and pain points, collecting user stores and so on in order to identify the areas that need to be improve. When we were on that stage of “what if” that we required to start the idealization of the solution/improvement we were having challenges to explain/communicate the idea, the concept we designed to improve our website.
We need to communicate the idealization idea to many stakeholders – so a challenge was to select the proper language to communicate. How technical, how deep, high level, which point of the store to tell. The idea is to communicate the idea in a simply way so everyone understands but without losing contend.
An elevator speech was to narrow – a business summary or one-page business case was to technical and for many people it was hard to picture how this idea would look like in reality. So, I decide to use a visualization tool to communicate the concept to make it simpler, but to keep the complex interaction of the process – be able to have a high-level understanding with some dive deep highlight points.
Application & Insight: Describe how you applied the tool you selected to your challenge (e.g., what you did and how the tool was applied effectively or ineffectively). Describe the insight you gained from applying the tool you selected to your challenge (e.g., how an insight affected your thinking about the challenge and about design thinking more broadly).
So first, we map the customer journey to understand which are al the relevant touch points, how those are related. Additionally, we add the layers of responsible teams. To highly we areas of improvement summarize the user stories with pain pains across the journey.
Example
This mapping enables us to communicate a concept to multiple stakeholders, at different levels of complexity. Is important to mention that this is not just a flow process mapping – but visualizing a customer journey mapping with pain points and loops. Additionally, in order to make the concept solution more tangible we also use a visualization tool to explain how the solution would look like at our website. This solution visualization was also added to the journey mapping solution.
It was key to have multiple layers of information in one place but to show it on a simple and structure way.
Approach: Describe what you might do differently next time -- applying the same tool you selected or a different one -- and the reason(s) why.
What I would do differently will be:
1.- Use a visualization tool from earlier stages to compile information and later use it for communication purposes
2.- Link better the prototyping and the visualization. Meaning that the prototyping concept is an output of the visualization idealization
3.- Involved stakeholders also in the visualization creation in order to achieve higher involvement, contribution from other points of view and create a sense of ownership.
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10,099 |
Reflections on the Visualization Technique
Challenge & Selection
I have been using the technique of visualization or visual thinking for a long time. This
technique helps a larger group of people working together to understand the nature of problem
in a much impactful and less ambiguous manner. It leaves people working together with no
scope for interpretation and hence there is uniformity in understanding the problem. Problem
is understood by everybody working on the solution in the same way it must be understood.
What I mean to say is that there is uniformity in terms of understanding the problem.
I work in the area of learning and development and leadership in my organization. In my role
I need to design learning programs and journeys for the employees of the organization. The
learning experience is a critical part of the entire design process. Learning program design or
the instructional design as we call it goes through multiple iterations. There are multiple steps
involved in designing or learning program like analysing the problem designing developing
implementation and evaluation I use visualization technique during analysing the program to
suggest a learning intervention, designing the program and development steps.
Application
In my work while designing a learning program I need to interact with a lot of with multiple
stakeholders. My stakeholders include learners, talent managers, instructors and business &
HR leaders. At the analysis step when we are deciding or working on to understand the
problem and what kind of learning intervention is required to solve that problem, we use a lot
of visual techniques to understand no problem.
We use strawman graphic to draw on the board. We ask the line managers and HR leaders
to make us understand their problems true pictures. I also ask all the stakeholders to draw
their understanding about the problem on a piece of paper. this ensures that everybody is on
the same page as far as understanding the problem is concerned. Here it is important for all
the stakeholders to understand that we do not expect them to be an artist as far as drawing a
picture is concerned. More importantly the instruction to the stakeholders is to draw as vividly
as elaborately as they can and not worry about how good the picture is looking. They use
multiple material to give shape & size and pictorial representation to their ideas and thoughts.
Other forms of pictorial representation are flow chart, organogram and simple diagram. We
use flip charts, markers, sticky notes and whiteboard for this activity.
Similarly, during the design and development step, we use visualization technique to
generate, discuss and evaluate ideas and solutions.
Insights and Approach
While doing this exercise it is important know that the main purpose of bringing all the
stakeholders together is not to make pictures but to generate and discuss ideas. What I feel
is that we get carried away in the process of pictorial representation of ideas and the focus
shifts from generating ideas to representing ideas. This is not right. When we do a
brainstorming or idea generation, I ensure that the focus is on generating ideas and
communicating those idea impactfully through pictorial representation.
I also use this technique slightly differently at times. I ask the participants or the stakeholders
to paraphrase the ideas I want to communicate through pictorial representation of their
understanding.
My approach to our visualization technique has always been to consider a picture of an idea
as the theme for discussion. The graphic or the picture must be very dynamic in nature so
that it keeps on evolving and modifying itself with the maturity of tideas and thoughts within
the group. the process of feedback through validation important from the participants is
extremely important.
I have realised the importance and power of visualization techniques. I will surely use
visualization to discuss ideas another part of any design thinking approach to problem solving.
|
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10,100 |
Reflection - Visualization
Author: Mihai Jansen Date: May 1st 2018 Challenge: I’m a coach within the organization. I work together with a team that challenge colleagues throughout the whole organization to participate in the KPN Value Case Challenge. A Value Case is a conceptual idea to solve a societal problem. Within the Value Case Challenge the participants need to create a storyline for their pitch in front of a live audience and jury. The Value Case looks beyond profit and also takes into account people, planet and purpose. Nicely visual represented in the table below.
I find it challenging to support the participants during the creation process so they can find the right visual support for their Value Case pitch presentation.
Selection: I’ve selected the Visualization tool for the fact that I really love to use my imagination. In the ‘What if?’ faze within the Design Thinking process I love to bring into mind things that are in the present and on that basis hypothesize on things that could be but have never been. I experience that Visualizations help to broaden the thinking in the ‘to hypothesize’ stage (What if) which leads to original ideas. I believe that this is one of the essential elements in the design thinking process. Visualizations help to make a concept for a solution more tangible, more concrete. To bring it a few steps further than language and words alone. By means of symbols, diagrams, drawings new discussions or hunches to new ideas are created. Visualization helps to make the design concept ‘more real’ and could say more than a thousand words could do. I’ve come to the understanding that Visualization is an important tool throughout the Design Thinking Process. Based on the instruction video of Angela Meyer in module 1, I’ve become more aware of the power of visualizations in different phases. I realize now that Visualization can also be used in the . When I dig into my memory I have used visualizing at different situations, but now I’m more aware that I’ve done so and can apply it more natural. The picture below demonstrates that the Visualization tool is used throughout the whole Design Thinking Process
Application: Describe how applied the tool you selected to your challenge (e.g. what you did and how the tool was applied effectively or ineffectively
The participants where invited to come up with an Value Case for a particular societal problem. Next the participants were asked to prepare a pitch presentation and practice their pitch with the other participants, the Value Case team members and myself. Everybody, myself included gave the presenter after their presentation a round of constructive feedback to the way the story was told and how the visual support from the slide’s was perceived. Where we found that there was not a good visual or lacking support in the slides a short plenary brainstorm was held where we freely associated to that particular subject. With that information the presenter updated his or her pitch presentation.
Insight; After applying the Visualization Tool ( in this case a central theme mind map, to come up with more accurate visual support in their presentation), I see now that I have applied this method not very effectively because for the majority the suggestions remain verbal and where not drawn out on a blackbord / flipover sheet. This assignment is actually very good for me to use the material handed out to me the past couple of weeks and start applying the Design Thinking method. I see now that the Design Thinking process/method is a very sophisticated way to actually innovate, where to innovate is, to come up with an original idea that has value. And what I also have learned is that during the whole Design Thinking process all the team members are engaged actively including other relevant participants in the Design Thinking fazes (What- is?, if?, wows? and works?)
Approach:
Next time I would definitively start to draw the things said/suggested by the participants after their presentation on the blackboard or on a flipover sheet so that I can tap into the shared learning of each other and appeal more to the non-verbal thinking (the right side of the brain). Also during the whole Value Case creation process for the participants I see a lot of possibilities where Design Thinking can actually help in creating a Value Case. The Good Kitchen example in the video’s online is an excellent example of a Value Case.
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10,104 |
Reflection – Learning Launch
Challenge
I am a member of telecommunications company and my/our challenge is to improve the Information Security to increase security level in the IT devices. The project scope includes the Information Security department composed of seven employees, as well as the larger IT department, with whom we work closely. The project is limited to internal and external infrastructure networking involving a large number of technological devices. The project should not exceed 3 months and the solution should include perform penetration testing and vulnerability analysis. We will focus to prevent hacker attacks that could compromise the company's image and reputation as well as online sales, which may result in financial losses to shareholders.
Selection
Our team evaluated several design thinking tools, where we opted for learning launch tool. After many meetings and strategic planning, the learning launch is an experiment meant to quickly test an idea and prototype.
Application
The company is very concerned about maintaining an up-to-date technology environment, prioritizing the security of its data. Vulnerability scans and Penetration tests are intended to prevent unauthorized actions by exploiting faulty vulnerabilities or more coding practices in applications, security breaches, in addition to database information, information manipulation, and unavailability. In addition, they aim to measure the effectiveness of corporate protection systems against targeted attacks via the internet or other private networks against their users. To this end, company defined a scope of External and Internal Ethical hacking Tests in several operations
Insight
When applying the learning launch tool, our team identified some assumptions that would need to be tested. With this we have achieved early results, taking a more agile approach that improves our IT Security from our team and prioritize testing and processes. Our actual results were different than anticipated, however our team was willing to prioritize the invasion tests,
Key stakeholders such as the Information Security Department and IT department expressed some concerns. Our team will review this vision and incorporate it into future launching projects. The continuous incorporation of insights is extremely important at this stage, for a complete launch in the timeline of design thinking.
Approach
The security testing that was performed is classified as a black box testing (without knowledge of the environment). This approach was chosen to support efficiency and effectiveness of testing, since testing is a time-boxed effort in which easy to retrieve information can be shared with the testing team directly. Security testing in company IT infrastructure consisted of the following: ■ Network mapping Mapping concerns the identification of systems and services in scope of security testing.
■ Vulnerability scanning Scanning concerns the identification of services and weaknesses for known systems and applications that are likely to be vulnerable for penetration testing. ■ Exploiting Testing is focused on exploiting vulnerabilities to gain entry, or determining how difficult it would be to do so given unlimited time, based on a certain level of skills and experience. Penetration testing is a form of testing whereby the techniques of a hacker are used. They serve to test the level of effectiveness of the implemented security measures, and real attempts are made to break in to the environment. We concluded that our team carried out several studies and activities aiming at the timeline where learning launch tool has proven to be more efficient and appropriate. As demonstrated earlier, our team has to review and improve the methodologies learned in order to incorporate this in future projects, improving the perception and progress made. Finally we will arrive at a convincing solution for the complete launching of an effective information technology security program.
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10,106 |
Challenge:
I work for an International Organization within a team of around 12 people, as part of our internal communications activities we have one-hour weekly meetings to provide updates and relevant information about our work. These meetings have been in place for around 2 years and some of the team members have been expressing that these meetings were not very useful and that this time could be better invested in other type of team building activities.
I have realized that some actions needed to be done in order to identify what would be the best communication and/or team building activities that could fill the expectations of the majority.
Selection:
I decided that Mind Mapping tool, could be a good option to help with the mentioned challenge, as mind mapping will help us to generate ideas, group these ideas, establish common links and needs from our team through a collaborative and cocreative process.
Application:
As part of the process, I initially did an online survey to get initial feedback from team members on the way our meetings were being handled and to use this dat, a as based for our mind mapping process.
The survey included information about the objective of the meetings, length, content, agenda, participants, etc . The survey was anonymous so people could feel free to express their opinions
The information obtained allowed me to identify the key areas to address during our mind mapping process, which were: the objective of the meeting , the content and the time and frequency.
I decided to do internal meeting to discuss the findings of the process and identify the patterns of the team. I have used flipcharts and post it notes and asked the people 3 questions:
• What would you expect from these meetings?
• What could you suggest to improve these meetings and fulfill your expectations?
• What other suggestions do you have to improve team communications and effectiveness
People wrote their thoughts on pot it notes and stick them on the flipcharts and at the end we were able to group them, discuss them and extract common ideas and suggestions to move with the following steps of the design process
Insight:
It was a really powerful, sincere and productive cocreation exercise. I believe that one of the most important insight was that we found out that team wanted to have time to connect with each other during
these meetings and take advantage of the opportunity that we were all together, people were interested to know how the other team members were besides to the professional side.
A lot of great ideas came out like: rotating the facilitator, establishing criteria to determine what could be considered a relevant update to make, using more participatory techniques, etc
With all the information captured , we have been improving the meetings, now the meeting are managed every week by a different facilitator, the initial half of the meeting is for work related content and the 2nd one is used to connect with each other, opportunities for coaching, personal sharing, fun and games have been introduced too.
I have started to feel that the team is more connected and willing to participate in the meetings.
Approach:
I think that I could also have used the learning launch tool, I mean, based on the information gathered from the survey , I could have made initial changes to the way the meetings were handled in a certain time line and get results and feedback from the team once done to prove/refuse assumptions.
But I believe this is something that we are actually doing, even that we have not conducted a formal process every week I’m analyzing what new options has been added to the meetings, what have worked and what not and use this information to improve the following ones meetings.
|
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10,108 |
In picture: Low fidility prototype
About the prototype: It is name as “Project Sunshine.” Project Sunshine is a project designed for street children who live their livehood by begging on the streets. The project aims to help them in the persuit of education on the weekneed basis where they are invited for the session. As it is natural that the project will have incurred cost and may need a revenue model. As a solution, the team came up with the idea of merchandise such as T-shirts, painitings and many more. The T-shirts design will incoporates the painting or drawing made by the respective children to give a feeling to our customer where they can feel that they are contributing and are creating a value. In terms of human resources, any one can volunteer to teach the children and be part of the project in persuit of making life better where children despite their present condition have open door to make their lives comparatively better.
Challenges & Selection: The challenges was selecting the tool that would best highlight our ideas on what we are upto. Among the business tools provided- the above prototype highlights the Visualization tools & Story telling. The visualization tool is the best form which will enable the potential
Project Sunshine
audience to picture their reality while everyone being in the same page. Evey cause when presented in the form of story have the chance of attracting more people to be part of the cause in an attempt to solve it.
Apllication: The application require the action of identyfing the stake holders. When the stakeholders were identified along with the problem then it open the door for further process.
Insight: Its where one can find themselves acting as “bride” between two parties that is one being the recepiant of the service while other being the offeree in an attempt to solve the problem.
Approach: The next thhing one could do is opt a “human centric approach” which prior to this course I had no idea. This will help us to stick with the main cause while thinking of every parties involved on working together towards the commom cause.
|
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10,112 |
THE CHALLENGE:
Forecasting Collection pattern of customers amid COVID 19’ lockdown.
Repayment has struck, we are working out the ways to reach to the customers to know the customers mindset.
With the government getting into the picture by floating the guidelines for moratorium, it becomes a additional challenge to make the customers and our own team understand them the pros and cons of moratorium scheme.
This problem seems the perfect example of design thinking problem where we find the problem is human centric, problem could not be clearly understood with high level of uncertainty.
SELECTION :
To initiate solving this challenge, GOOGLE DESIGN SPRINTS seems relevant , where post understanding the issue thoroughly , by DIVERGING , we did brainstorming with my team in various combination through con-call with HO-CH ,CH-DM , DM-ABM , ABM-EXE & Combination of all. From the discussions we came out of numerous of ideas, few of workable listed below :
We should list down and study the profile of customers funded.
Every profile to be grouped into high, medium & low impact out of the prevailing challenge of lockdown.
To ascertain the percentage of customer comes into low impact with available online repayment option with them to help collecting their dues.
Customer with funds available in their account and willing to pay through ACH mode.
APPLICATION :
Post accessing available tool and help of competencies of the manpower , a PROTOTYPE was developed in form of Customer feedback form. Later the same was tested to the small group of customers and basis its acceptability it was applied for entire 20K customers of my Circle.
Customer feedback form was smartly prepared so that it gave us the required information, the learning of design thing was applied like what we know, what we don’t know, what we need to know.
INSIGHT :
While looking at the insight’s received, we came to know ‘ WHAT WOW’s’. We got to know the following pattern of repayments from customers.
Most of the customers were not opting for moratorium, which was contradicts our previous assumption.
Still the challenge remains unsolved since due to uncertainty many of the customers feedbacks were conditional.
So while preparing the workable solution, we finally thought of ‘ WHAT WORKS’.
APPROACH :
We are going ahead with sending our customers with the link to pay online along with we have the list of customers which are having cash payments with them which can be collected as soon as the lockdown is lifted.
Apart from this we have also prepared the list of customer who has balance in their account and we will present their ACH in bank shortly.
|
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10,113 |
Storytelling Challenge & Selection In my day to day work i use storytelling to enable the people we are targeting in the society to open up about the situations they are undergoing. We work with young women who have unwanted pregnancy especially those who are in school also those who are pregnant through rape. Many of these women deal with a lot of stress from societal stigma and they need to be counseled and to be assured that there are still who they were before the pregnancy. To relieve them from the burden of stigma ,loss of self- worth and stigma, I have to find a way for them to open up about how they feel and think about their situation this helps to relieve them off their stress ,trauma and stigma. Most of them are always excited to share out their stories once they get comfortable with the environment therein and they find peace through sharing out their ordeal. Those who are pregnant through rape, I try to share out similar stories with them, this helps them to appreciate that they are not the only ones with such a situation , and the stories they share out I use them to come up with ways that can ensure they are completely relieved off the stress and trauma . Application Through story telling I am able to identify ways on how the unwanted pregnancy can be prevented in addition how women can stay safe against sexual predators. These findings I share them with policy makers through our organization and they have been used as a basis for developing different national policies. Key from the finding is that this women are vulnerable and need personalized attention from competent counselors and that the community should be educated on how to address such situation in the community, I use different stories to stress my proposals on saving women from unwanted pregnancy , I gave an example of why we need to impart young women with life skills from a story of a young girl who got pregnant as she was trying to fit into her peer group who had all engaged in unprotected sex and if she had been trained on life skills then she wouldn’t have succumbed to peer pressure. Insight & Approach The young girl who was in high school had great admiration from her parents and the community as she was very bright in school in addition she was very disciplined, when she got pregnant she was stressed and ashamed as she couldn’t imagine how her parents and the community would react once they learnt of her pregnancy. When she came to our center she was literally panicking and crying as others narrate their stories of how they ended up being pregnant. I had to call her aside and I tried to calm her by sharing out a story of a girl same her age who had gotten pregnant trying to secure her love relationship with her boyfriend and that though she got pregnant were able to counsel her and she was patient enough to carry the pregnancy to term and delivered a healthy baby after which she continued with her education to which she performed well and she is now a practicing medical doctor. Through that story she felt encouraged and motivated; she opened up and shared out her story. Truly she really needed someone who could assure her that all is not lost and I was glad I played that part in her life as she gained the confidence to inform her parents about the pregnancy who forgave her and she is looking forward to going back to school once she gives birth. From her story, the need to train teenagers on life skill came out strongly and through our organization the stakeholders in education are developing modalities on how teenagers will be trained on life skills.
Through design thinking I have practically learnt that story telling is a great tool that I never imagined it would be of great importance in solving the daily society problems and challenges.
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10,114 |
Information visualization is the process of representing data in a visual and meaningful way so that a user can better understand it. Dashboards and scatter plots are common examples of information visualization. Via its depicting an overview and showing relevant connections, information visualization allows users to draw insights from abstract data in an efficient and effective manner.
Information visualization plays an important role in making data digestible and turning raw information into actionable insights. It draws from the fields of human-computer interaction, visual design, computer science, and cognitive science, among others. Examples include world map- style representations, line graphs, and 3-D virtual building or town plan designs.
The process of creating information visualization typically starts with understanding the information needs of the target user group. Qualitative research (e.g., user interviews) can reveal how, when, and where the visualization will be used. Taking these insights, a designer can determine which form of data organization is needed for achieving the users’ goals. Once information is organized in a way that helps users understand it better—and helps them apply it so as to reach their goals—visualization techniques are the next tools a designer brings out to use. Visual elements (e.g., maps and graphs) are created, along with appropriate labels, and visual parameters such as color, contrast, distance, and size are used to create an appropriate visual hierarchy and a visual path through the information.
Information visualization is becoming increasingly interactive, especially when used in a website or application. Being interactive allows for manipulation of the visualization by users, making it highly effective in catering to their needs. With interactive information visualization, users are able to view topics from different perspectives, and manipulate their visualizations of these until they reach the desired insights. This is especially useful if users require an explorative experience.
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10,116 |
Reflection-Storytelling
Challenge
I am a development professional and work with 200,000 the most vulnerable, marginalised and
very low income group of people. My purpose of engagement is to enhance their income by
building their capacity, supporting and handholding in livelihood selection, livelihood
generation, and overall holistic development including education to their children, health &
sanitation, nutrition, and continuous saving for the rainy days. Working with ultra-poor people,
I realised that capacity building not only to the ultra-poor households, but also to cadres
involved in their handholds and staff ensuring field level implementation is the key to success.
And designing uniform and easy to understand capacity building material was a huge
challenge before us. It was quite necessary to build empathy among cadres and staff and reach
to the beneficiaries emotionally.
Selection and Approach
After completing design research to understand the aspirations,needs and desires of the
targeted beneficiaries, we used your insights to tell a story about who the users are, what they
need and how the staff and cadres provide those services and solutions. This storytelling made
it easy for everyone involved in the project to empathize with the users and ensure that their
work matches the story. Having a story throughout your project means marketing the design at
the end of the design process is also straightforward, as you already know exactly which story
to tell to show how your product provides value. We use the following formula:-
1. Pilot - What are user goals and problems which they are trying to overcome or achieve?
2. Character - Using the Insights, clear understanding on what the users characteristics are?
3. Theme - Establishing trustworthy presence
4. Dialogue and melody- What will the design say to users and how? Does a
formal/informal tone match their expectations? How much text is appropriate? How will
the overall design pa�ern appear pleasant and predictable to users, moving them
emotionally?
5. Decor – How will we present everything so the graphics match the se�ing the users can
sense? Would a classic design or stylized, niche layout meet their expectations?
6. Spectacle – How can we make your design outstanding so users will remember it?
Application
Stories take on a variety of forms: digital storytelling, visual storytelling, storyboards, scenario
generation, storytelling through videos, skits or plays, animation, talk and image, text or image.
These forms open up possibilities for many analytical approaches including, thematic, content,
discourse (use of language), and structural. The trends and pa�erns derived from these
analyses, in turn, form the bases of additional qualitative and quantitative data collection that
value human needs as the authentic foundation of research-based challenges, opportunities and
solutions.
Insights
Listening to and empathizing with their needs, I gained enormous insights into the types of
support services and mentoring first gens feel will help them navigate the economic and social
challenges they face. Hunger, social isolation, Anxiety and bewilderment are pa�erns of
behavior I found among low-income families. The social isolation, low self-confidence, low
skills of employment, no trust to the government services and agencies.
In sum, storytelling is a powerful communication tool that enables us as human beings to
understand more about our emotional experiences. This makes it an effective method to use
during the design process. It can be used during the design thinking process phases with a
different goal in each stage. Storytelling can help us to gather personalised emotional data about
our targeted users’ experience which can be hard to collect using other research methods such
as the survey and consumer journey mapping.
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10,119 |
Confidential with no Personal Information
Eliminating Gap between Components – Visualization
Challenges & Selection:
I have utilized visualization for eliminating the gap between components in existing design of machine. Gap between the component created perception in mind of customer that either the part is missing or this gap weakens the design structure. With structure being in current production over years and no problems identified, utilization of straw man diagram seemed more feasible. Considering the aspects with no problem identified with current design, straw man diagram helped to put forth the need of change, possible solutions, scope, possible challenges ahead, cost and more.
Application:
Intent was to have solution to problem through cost effective way without change to existing part functionality. I started creating the straw man diagram through problem statement, current design, possible solutions, challenges, cost, scope of changes.
Within group of people working on same components, presented this diagram and had discussion on pro’s and con’s of possible solution. Defined the scope of changes and selected the best possible solution and cost.
Insights & Approach:
With approach of straw man diagram, this enabled to provide insight of possible solutions and also understand the change impact and identify scope as well. This provided direction and alignment with management.
Disclaimer : I have provided the above example in general terms without including part component names, part location or any of images for references due to concerns of confidentiality. Request you to understand confidentiality concerns of not sharing while reviewing.
|
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10,120 |
Reflection-Learning Launch Tool
• Challenge
I am an intern at an architectural firm who are trying to expand in the landscaping business in order to enter into this upcoming market called as green architecture. The project scope consists of just 5 people and a head of the project. The project should not exceed 2 months and the main goal was to create landscape gardens for houses as well as apartments. Our firm’s focus was turn away from traditional architecture/interior designing and shift towards green architecture.
• Selection of Tool
We purposely selected learning launch tool as we wanted to test this green architecture ideas and whether they will work or not.
• Application
For this tool to work, I started searching what is green architecture and how it functions, how it is different from the traditional architecture. We were testing ourselves to whether we could adapt to this style of architecture. Then later, we divided green architecture into two core categories which are kitchen gardening, landscape gardening. To gain some more insights I visited various plant nurseries and list down the prices of various plants which can be used at home and which ones are the most suitable for landscaping. As we could not outsource plants we needed to connect with the local plant nurseries and have an appropriate contract for regular supply of needed plants.
In the second phase we needed to know who our customers will be. Will it be anyone who owns a big house or will it be a person who just loves plants in his house no matter what the space is. So after brainstorming a couple of ideas we came up with kitchen gardening or simply home gardening where people can grow certain vegetables and fruits at home. This will save their daily expenses and this method requires less maintenance. To make this idea work we conducted surveys which included our proposition of our idea, how will they react to it and this was conducted within 2 weeks of time-frame.
• Insights
With the help of learning launch tool, we identified where we were lacking and how we can correct minor. Learning launch tool can either give you a positive outcome or a negative one and we had a positive one. One thing we learned through our surveys is that people were not that interested in hiring services to build a kitchen garden. They would rather build on their own. But this depended on people who knew very well about growing and maintaining plants. Our main focus which was landscape gardening got huge amount of appreciation and people were ready to invest in our landscaping services. So we decided to add an after sales service to maintain their garden drawing a contract with some local gardening services. We knew that the kitchen gardening idea was slightly going to deviate but out research team is still working on it.
• Approach
This was our first time using a design thinking tool and using learning launch tool was the most appropriate one. We are still working on kitchen gardening idea and we would surely use learning launch tool and other design thinking tools in our future business propositions.
|
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10,124 |
Family Estate-Visualization
Challenge
When my father passed away in November 2009 in Zambia as a Member of Parliament
which is equivalent to been a Senator in America, my older brother and I became the legal
administrators of the family estate which comprised of a motel with 5 employees, one farm
specializing in cattle ranching and fish farming with 4 employees, another farm specializing
in maize & cattle ranching with 5 employees and some real estate properties run by a
property management company valued at the time about $500 000.
Since my older brother was working in Australia and he wasn’t able to fulfil his fiduciary
duties as been the eldest of the family to run the family estate, he took on the role as an
advisor along with my mother and it was decided that as the second born, I was going to be
the one running the day-to- day operations of the family estate as I was the second person
beside my father to earn a Masters Degree in Business Administration in 2007 and at time I
had been a business lecturer since 2007 with a background of teaching Economics, Business
Administration courses and running my own business as a Research Consultant.
Ultimately, we found out there wasn’t an accounting system in place on getting financial data
which would have enabled us to make informed decisions on what was happening and which
direction we were going to take to move forward with the motel and the two farms. As such,
there was also a lack of communication between management and the workers.
Selection
The visualization tool was the one we adopted the most because it enabled us to attain a
typical understanding of the matter space before identification and definition of probable
answers to the typical understanding of the matter space before identification and definition
of probable answers to the prevailing problems. By using the visualization tool as learnt in
module 1, employing inductive reasoning, we were able to think about possibilities that we
had not yet seen. The choice of visualization was motivated by the fact that a conclusion to
the problem was already reached therefore it was necessary to open up to new unlimited
possibilities to reach the cause to the problem. Visual thinking gave us a whole room to think
about all possible answers or ideas and minimize the chance of omitting important ideas or
solutions within the problem space.
Application
We had 2 participants from each farm and the motel whom we put into the room with
whiteboard in order to conduct a mind mapping. It was necessary to encourage every
participant to be free from the decision made by management and upon up to design new
ideas or tasks that can be tested. In order to achieve the objectives of the workshop,
storytelling was the tool everyone had to agree no one knew the exact problems and the issue
of lack of communication was contributing to the problem of not reporting financial data to
management. The next step was to use the Stakeholder Mapping Model and it is a process
and visual tool to clarify and categorize the various stakeholders by drawing further pictures
of what the stakeholder groups are, which interests they represent, the amount of power they
possess, whether they represent inhibiting or supporting factors for the organization to realize
its objectives, or methods in which they should be dealt with. It allowed us to understand who
the stakeholders are for the organisation.
This model classifies stakeholders based on their power and interest in the project. It allocates
the stakeholders to one of the categories:
high power / high interest
high power / low interest
low power / high interest
low power / low interest
This session took about 20 minutes and the behaviours or characteristics of the stakeholders
in the problem space were mapped in relative terms to the business performance of their
business unit. Then we had a 30 minute session where we used the tool of idea generation
and here were some considerations for our brainstorming session:
To learn from past and ongoing engagement by looking at each business unit
engagement activities.
To be forward thinking by considering potential stakeholders from new markets, new
customers and new impending regulations.
To be social since social media has provided an unparalleled opportunity to identify
and reach lesser-known stakeholder groups.
To be aware since people tend to focus on formal authorities in the mapping process.
To be gender sensitive since we had to include women as part of our stakeholder list.
Therefore, the final session about 30 minutes, participants were told to not put their names to
encourage emotional intelligence by answering the questions below from each category and
each stakeholder identified was analysed by using the following criteria:
Contribution (value): Does the stakeholder have information, counsel, or expertise
on the issue that could be helpful?
Willingness to engage: How willing is the stakeholder to engage?
Influence: How much influence does the stakeholder have?
Necessity of involvement: Is this someone who could derail or delegitimize the
process if they were not included in the engagement?
Action: We used these five criteria to create and populate a chart with short
descriptions of how stakeholders fulfil them and assign values (low, medium, or high)
to these stakeholders.
Insight & Approach
This exercise was very insightful because it gave us some unpredictable results into some of
the problems we were having even though we had initially started the exercise in the hope of
solving the issue of reporting financial data to management and also lack of communication
among the workers. Instead, the exercise revealed there was a serious issue with the
structure/execution of tasks from top management to the workers and the elements that were
highlighted attributing to the problem space were more of employees’ motivation and
capacity to perform their duties efficiently and effectively. Elements that would have likely
been overlooked in traditional methods to problem solving were uncovered and considered.
Given that implementation of some of the new insights will require prototyping and testing of
new work-flow processes, the best approach would be learning launch.
|
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] |
10,126 |
Reflection – Visualization
Challenge I am one of the members of the group which focuses on the project regarding on a noninvasive blood- glucose monitoring device. It is hard to come up to an innovative idea which has limited and insufficient data available. It is also difficult to introduce the proposed idea to people who are unaware of the terms you are proposing and to those people who are already engaged or used to the process that they are dealing with since from the beginning which is the use of the invasive device in determining their blood- glucose concentration level. Selection Visualization had been used first in developing our concept. By visualizing how users feel when they use the invasive device, we perceived an idea on how to ease their pain by using another method which is the noninvasive approach. In order to explain complex and unfamiliar process of a particular concept to unknowledgeable individuals with regard to the proposed project, the use of Visualization tool is highly recommended. Through visual technique they can relate and appreciate the process easier. From this, the customer will understand exactly how the project is intend to work as was said by Angela Myer in the video entitled “Visualization Tool” on the first week of the session. Application Visualization has been used effectively in developing the concept of our project. First, we visualized the most important factor that people would consider in order for them to live longer and the majority in our team suggested health. Next, we distinguished the monitoring devices that are commonly used in order to track someone’s health and also the counterpart problems it brings to its users. We have settled to the glucometer which uses finger pricking and uses the blood to be analyzed by the device to monitor the blood-glucose concentration level. We have also conducted surveys in order to know more direct information from the person who uses the device, mostly diabetics. Third, we have searched on the possible techniques in order to determine blood-glucose concentration that would be used to replace the invasive common procedure. By then, we have already built the concept of our new approach but then it is too complicated for an ordinary individual to understand the science behind it and also its terminologies. With the use of visualization, we made block diagrams of the whole process and be able to explain each block through pictures/drawings that portray to a certain process. We have also presented it to our classmates and teachers in the class using visuals for them to understand our proposed technique and have been explained it effectively. Insight Visualization tool is very effective in relaying complex information to individuals who are completely unaware to what message is really being conveyed. By applying visualization tool to the challenge, our team can be able to change the level of the definition of the complex process to a level which will comply
with the understanding of the person we are explaining to without compromising any part of the process. The drawings or diagrams and any other visuals can effectively convey the message and lessen the complexity and also the words that will be used to explain the project or process is minimized. Visualization tool is very effective in turning vaguely represented process into its simple definition. I would like to continue learning it to be broadly used its abilities and to be used for future projects. Approach I think that the difference that our team would do next time is we were be better in using the visualization tool because next time we are already experienced and knew what are the things that are really needed and effectively contributes to the progress of the project and knew those things that do not really matter anymore. Next time, it would also be better if we will also try other tools and incorporate it to visualization in order to compare and contrasts its effectiveness and to where and when it is applicable.
|
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Mind Mapping
Challenge
I am the Team leader of my organization’s developer department and our challenge is to improve the testing methodologies within the department to improve the quality of the software releases. The project should not exceed 30 business days and the solution should include an even distribution of working hours amongst the team members. We will focus on the workflow and the documentation required for our customers.
Selection
Mind Mapping is a visual representation of all information collected during the research process of the Testing workflow and it is best to analyze all possibilities in a creative and easy to follow format.
Our team is ready to try the mind mapping tool to organize ideas and analyze all situations through breaking things down into smaller parts.
Application
After having been inspired by customer challenges or problems through gathering data, it is time to mind mapping and generate insights and as many ideas as possible as potential solutions. For this stage we require a lot of planning and preparation to ensure that the results are rich and interesting. For ideation, we need to designate a team that can generate potential solutions.
First, we focused on the current testing workflow and explained to the participants what we are trying to improve, and we wrote in the center of the map this topic.
As mind mapping is a creative activity, each member may produce many ideas as possible which are writing into the map and connected to the topic with the main keyword.
Then, we organized these ideas together to have a proper connection between each other and the main center point or idea.
We expected to produce a mind map with a clear representation of our new, more agile workflow.
Insight
By applying the mind mapping tool, our team create new ideas about the testing workflow.
During the ideation session we generated a visual representation of all the ideas and combine the most novel ones and to develop them into concepts.
Now we have visual elements such as colors, shapes, and icons to represent ideas and legible and clear words in order to make easier for the attendees to read it in the next stages.
Approach
This our first experience after the course, so we need to review the insight gained and try to improve the workflow and the timebox of the meetings. We should have a unified style of map mapping to define elements and the linkage between them, in this way the next time that we need to use mind mapping the meeting will be more fluent.
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10,129 |
APPLICATION OF DESIGN THINKING CONCEPT TO ASSESS THE USE OF RENEWABLE ENERGY IN RURAL
AREAS OF LAGOS
Over the past 30years, energy access has been a major challenge for most dwellers in the rural area of Lagos, Nigeria due to increasing energy demand, increasing population, and demand for enhanced standard of living. The issue of energy access in Lagos mostly affects rural settlements as the areas are usually far from the national electricity grid connection. This research was conducted using the Design Thinking (DT) approach to investigate energy availability and management in rural settlements. The DT methodology consists of six phases namely, understand, observe, define a point of view, ideate, prototype, and testing. Through the ‘understand’ phase, an intensive literature review was undertaken to assess the feasible renewable energy resources. In the ‘observe’ phase, interviews were conducted in rural settlements of Lagos. It was found out that cooking is the main energy need and the rural inhabitants travel up to 10km to collect firewood. A ‘point of view’ (POV) statement was then created to initiate the ideation stage. The ‘Ideate’ phase involved using viable technologies to generate solutions targeted at the profile defined in the POV. A selection matrix was then used to obtain the best energy solution. Through the ‘prototyping’ phase, a concept model biogas digester was designed for rural settlements. This paper reports on the first 4 stages of DT methodology. UNDERSTAND & OBSERVE The initial phase of the Design Thinking process ‘Understand’, conceptualizes the energy problem facing in rural communities in Lagos. This phase identifies the core energy needs of the people by establishing the perspective of human-centered problem solving. It was observed that: • Paraffin is used for lighting and it is purchased from filling stations as far as 10km away. • Dry firewood which is collected from local wooded areas is employed for cooking and heating purposes. • The rural dwellers are interested in solar technology, • The people are willing to use community-wide payment methods for a product that will solve their electricity problems, Define point of view (Pov) The purpose of the customers’ Point of View (POV) is to bring clarity to the complex problem. The insights from the previous phase aids in breaking down the complex problem into smaller and more manageable questions. Defining a POV involves synthesising the interview results. The developed POV will be based upon insights of one customer who uses solar power technology for operating a radio and charging her phone, spends most of the day picking firewood for heating and cooking, and uses paraffin and candles for lighting. The POV is to provide the
customer with a life changing experience by incorporating renewable energy, which she is familiar with, into her daily life in an efficient, healthy, and economical manner Ideation The Ideate phase of the Design Thinking model involves using viable technology to generate solutions targeted at the profile defined in the POV. The POV aids in the process of idea generation to solving the problem. The ideation phase explores various ideas in line with the POV by using ‘What if’’ questions in conjunction with technological literature. The ideation technique that is key for consideration are as follow: • How to help the customer not to travel long distance for her energy needs? • How to help the customer to use renewable energy for her energy needs? Based on the insights from the observation and POV phase two matrices were crated to assist in decision-making. Through research into the various renewable energy sources, biogas production using cow dung was selected as the best viable option for the customer’s cooking energy needs. Conclusion People living in rural areas rely on solid fuels for energy provision for daily activities. The continued use of solid fuels such as fuelwood has been reported to have detrimental health effects on children and women. The Design Thinking process is a resourceful approach to understand the challenges of energy provision experienced by people living in rural areas and identify alternative energy solutions. The process enables creativity and critical analytical thinking to identify a feasible and clean energy alternative to solid fuels for people living in rural areas. The Design Thinking process comprises six phases, namely, understand, observe, define, ideation, prototyping, and testing. The ‘ideation’ phase found possible clean energy solutions considering environmental impact and easy access to resources. Through a matrix analysis of the energy solutions, community biogas production with solar lighting was the best probable energy solution. The major advantage for biogas production is the availability of abundant cow dung that is a raw material for biodigestion. The remaining stages of Design Thinking will be used to complete the synthesis of a solar energy plant and central biogas generation unit. The report will be presented in a future communication.
|
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10,130 |
Challenge
First, I had not got the full information about this crucial element “Visualization” until I got through this course which widened my horizon greatly to discover the importance of many hidden things. Visualization techniques have been used by successful people to visualize their desired outcomes for ages.
The practice has even given some high achievers what seems like super-powers, helping them create their dream lives by accomplishing one goal or task at a time with hyper focus and complete confidence.
In fact, we all have this awesome power, but most of us have never been taught to use it effectively.
Application
I can tell that now I have been changed completely. My mind and thought can easily analyze data and go beyond to think deeply not only about what’s seen but more importantly about what’s not seen and what I desire to see in the near future. Now, I am working with a friend on a project using what I have learnt and try my best to apply it. The daily practice of visualizing my dreams as already complete can rapidly accelerate my achievement of those dreams, goals, and ambitions.
Our brain is constantly using visualization in the process of simulating future experiences, but this process happens so naturally that you generally aren't even aware of it, the same way you usually aren't aware that you are breathing. If you aren't aware of it then you aren't actively directing the process. I can learn to use visualization to actively create future simulations that can help me improve the goals that you set for yourself.
You can create two types of simulations, outcome and process. An outcome simulation is a sensory-based representation of the final outcome you expect, and a process situation involves simulating the steps that get you to the final outcome. Research shows that to get the most benefit from simulations, it is best to use both types together. Also, as you create your simulation using the participant perspective instead of the observer perspective has been shown to be most effective. You don't want to see yourself in the simulation, you want to see it through your eyes as if you are a part of the simulated experience. Using simulation can improve your motivation and increase your belief in your ability to achieve a goal.
Insight
The more details I have in visualization the more real it will seem, and the more it will increase performance as the brain starts to develop neural connections that result from the repeated visual image along with enhancing motivation that increases the likelihood of taking an action toward your goal. For example, if you think about wanting a piece of chocolate cake but immediately dismiss the thought, you quickly forget about it. However, if you think about a piece of chocolate cake, close your eyes and spend a few minutes really imagining the details, the creamy frosting, the warm moist cake, how wonderful it would taste, savoring the image until your mouth starts to water, your drive to get a piece of cake would increase dramatically.
At this point, your brain's natural problem-solving process will go to work helping you develop a plan for how to obtain what you want. You might start to think about stopping at your favorite bakery on the way home from work. The best way to create detail and enhance the quality of your simulation is to picture and describe it using all of your senses. Keep adding in more detail until the process starts to feel as real as if you were actually experiencing it.
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10,131 |
Design Thinking Reflection Paper
Miguel Perez University of Virginia
Due to the quarantine, supermarkets only accept
a limited number of customers to shop inside their
buildings to promote social distancing. Some
supermarkets are forced to close, accepting no
customers at all. People who do shop tend to buy a
month’s worth of groceries in fear that if they shop
weekly, the chance of them catching the virus
increases. The large amount of items purchased leads
to other people getting robbed of the chance to
shop, and for the ones who do shop, they bring home
a heavier load that requires another person to carry
which violates social distancing.
The design thinking tool I will be using is mind
mapping.For me, mind mapping is a representation of
your mind and it is used to look for patterns and
insights.
I used to use mind mapping as a substitute for
lecture notes since I am still a high school
student, so using it in design thinking was very new
to me. It is a creative way to organize information
in clusters. I used it to answer the question “What
is?”. My mind map included branches of who the
customers are and their problems are. Based on
empathy and observation, I noticed my mom would be
very tired when she comes home from shopping. She
makes sure to spray everything with alcohol after
throwing away a disposable face mask. After that she
takes a bath to make sure she’s clean when she
breastfeeds my brother. Everything my mom does is
for the family’s sake. She wanted to shop for us,
but she’s tired of carrying heavy bags by herself.
She is also scared of our safety. Mind mapping was
very effective in defining the problem.
In applying mind mapping to the challenge, I was
able to think beyond myself. It was as if my mind
and the consumer’s hearts were merged together to
become one thinking machine. Emphasis on the needs
of the consumer was put in on the design thinking
process. I was introduced to mind mapping as an
alternative to linear notes; a way to study easier.
Now that I know mind mapping can be used in
business, I am able to be creative, intuitive and
logical.
Next time I do this, I think I will use the
storytelling tool since I could’ve told the story of
my mom’s hardships to provide food on the table. I
could’ve possibly reached a higher level of empathy
and a more concrete definition of the problem. Maybe
I could have used my friend’s parents and what their
hardships were to create multiple personas so that
the solution I come up with will benefit more
people.
|
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10,132 |
Visualisation
Challenge and Selection:
Being tasked with a project of coming up with a ‘blue ocean’ idea for the company I work for presented me with an opportunity to apply the design thinking approach for the first time. The industry I work for is a very price competitive environment where services offered are extremely difficult to gain a competitive advantage on, this is what is also known as a ‘red ocean’ environment due to all the ‘blood’ in the water from aggressive price cutting and high level of competition. A blue ocean idea would bring up something our company could offer that no one else is doing in the industry hence being referred to as a ‘blue ocean’ idea – where no one else would be competing. I had been given a young team of 8 members and a timeline of 1 month to come up with some possible suggestions to present to our directors.
As being in the ‘what is?’ stage of the design thinking process I decided to use the Visualisation tool with my team to try and get a deeper understanding of the task/challenge presented. I designed a chart to allow us to gain a better understanding of what is currently being offered in the industry and what we are offering in the industry. Each would be put into its respective section of the chart. This would allow us to know better what it is we are trying to differentiate ourselves from.
Application:
I split the group up into two groups of 4 each with their own chart to fill in their views and insights of what is currently being done by my company and our competitors in the market. I allowed each team to come up with as many views as possible for the 1 hour time frame including a 10min break in the middle to allow a fresh perspective in case things got boring or sluggish after a while. To further mitigate this risk I also mixed up the groups after the 10min break in the middle. I also decided to do this in an outdoor environment to try and increase creativity and comfort.
In each section I included some of the most obvious examples in our industry just to kick start the process.
The activity started with everyone in their groups and then I gave them a short introduction to what we are doing by recapping the task given (see above in challenge) and then explaining the ‘What Is?’ Stage we are in (see course material for the 4 questions in design thinking process). I then presented each team with their large prints of the chart divided into the two sections explain above. I gave them the necessary tools (colour markers and highlighters) and then gave each group 10min to come up with a way in which they would be going about filling out the decided on information.
After 30min I gave the teams their 10min break and then mixed them up for remainder of the Visualisation Tool activity. When the tasks were completed I then populated the findings into one chart and reviewed with the team by going through similarities and differences in their findings.
Insight and Approach:
The first insight I would like to share is referred to the graphic. Upon their investigations into what is currently offered in the market, both teams had initial opinions on possible ways to create something ‘blue ocean’ about an existing service in the market. In the future I would like to add
another section to the graphic for early ideas. As is the inherent ability of the design thinking process to enlighten ideas outside the original problem definition as in the case with the “Good Kitchen”, example in Week 1 of the course. This is exactly what happened here. We realised that there is more than enough potential in our exciting services to differentiate to be competing in a ‘blue ocean’ environment and a completely new service/product did not need to be created as initially perceived.
Also splitting up the groups at the half way pointed caused some delay as the groups had slightly different ways about going about their tasks. The one group had appointed once scribe to fill out their ideas and the other just shared the role, for example. This needed to be cleared up again before they could continue when getting back.
The content provided was very uniform between the two groups, as was expected because the industry has very obvious services which are currently being provided. The most impressive thing about using this tool was its ability to enlighten us on existing opportunities just by going deeper into the ‘what is?’ situation and therefor redefining our scope of the challenge by changing it from coming up with a new ‘blue ocean’ service to changing existing ‘red ocean’ services to ‘blue ocean’ ones.
I will most definitely continue to use the tool of visualisation for my ‘what if?’ stage of the design thinking process and I look forward to going through the rest of the stages in the process and utilising the other proposed tools in the material.
|
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10,135 |
Mind Mapping
1. Challenge:
As a Sales Enablement (training) Manager for one of the world’s largest tech companies, my role is to ensure that our sellers are equipped with the knowledge they need to be successful in winning in the market. The discipline of Sales Enablement works closely with two teams in any organization, one, the sales team, and two, the product/offering/services creation team. Our role is to take the information which the product creators have, package that information is easily consumable content (PPT, Videos, Case Studies, Online learning session) and ensure the sellers are aware of these latest offerings which our company has.
The top challenges we face in sales enablement are –
• Sellers are busy running after quotas, so they have very little time to spare for
enablement activities.
• People who design products tend to get too technical while explaining it to other
people which can get boring.
• The business unit I work for has over 8000 sellers globally. So, it is obvious that
getting everyone together in one place for face to face learning, is an extremely costly and time-consuming affair.
• The evolving IT landscape is changing and many of our sellers are have limited to
no understanding to the latest products and services our company offers which is making them inept in the market and we are losing business.
Selection: The tool we decided to use on our journey to understand our client (the sellers) is mind mapping. We believe that if we could understand their mindset, we could create content and a delivery platform which they would be motivated to use.
Application: In order to effectively use mind mapping, we selected 7 sellers from each of the 7 Geographies we have and one global sales leader. Every week our team got on a call with 7 sellers from one geography and spoke to them for 3 hours over a Webex session. The purpose of this session what to understand the following –
• What was their outlook towards sales enablement? Did they think that sales
enablement is something that is relevant to their role?
• How do they like to be trained, virtual sessions, face to face sessions, how long
should the sessions be for, should there be quizzes at the end to test their understanding etc?
• What topics did they think are important and they need help with order to be
successful in the field?
Insight:
After completing the 7 rounds of interview, we understood a great deal about the sellers’ mindset about sales enablement. Our findings were as follows –
1. Most of the seller training content was designed at global (at a company level)
which was sometimes not even relevant to sellers in their country. Eg- training Chinese sellers on our company’s security products is useless since in China, only the government owned companies can sell security related products and not companies based out of other countries. Similarly, Cloud Computing services cannot be sold in some countries in the middle east because the government mandates client information to be located on systems within the country.
2. Most seller training used to happen over the phone wherein sellers are expected to
sit and scroll through decks while someone on the phones presents it. This is inconvenient because if someone needs to step away for a moment, they end up missing the session and there is no way to go back.
3. Sellers are constantly on the go, so it would be convenient to have a solution
wherein they can utilize their travel time to go through enablement content.
4. Sellers prefer to get trained over face to face sessions than digital means, but they
understand that for a company like our gathering everyone in one place is near impossible.
5. Most sellers believed that seller enablement must be leadership driven. If they are
mandated to take an education by leadership, that is when they will do it. Keeping enablement as optional is probably not going to work.
6. They want enablement sessions to be short and crisp and not something that
required huge time commitment. It would be good to have sessions which can be broken down into several modules to they can make progress over time.
7. They were also honest to disclose two important things, one, enablement is not
one of their key priorities, and two, they realize that the evolving IT landscape and keep pace with the new products and services would be a key factor contributing to their success in the future (which will happen through enablement). Thereby the understand that sales enablement will be very important in the future.
Approach In terms of approach, I think Mind Mapping was the right tool to use but there are a couple of things we should have done differently.
The entire exercise was done as a single ad-hoc project, which limited the amount of feedback we got from sellers. We have touched 0.5% of the community we are trying to understand. We should have made this activity into a rolling work effort where we talk to different sellers every time to get their opinion.
Having a global sales leader in the panel discussion should have been avoided. Some of the sellers were probably not comfortable in being full honest about their feelings and feedback due to the influence of someone they roll up to.
In order to scale the outreach, perhaps we should find an online mechanism for sellers to reach back to us. It is not possible for us to reach out to 8k sellers, but if we can make it easy for them to reach out to us, that would tremendously increase our understand of what is important to them and what is not.
|
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10,140 |
PWC ProEdge – Design Thinking Assignment
Challenge & Selection
One of the tools I use on a regular basis is Visualization, or Visual Thinking. I am often analyzing data sets and putting together presentations on my analysis. These presentations are made for various stakeholders at my clients such as accounting, finance, engineers and IT individuals. As a result, it can be difficult to convey the results of my analysis to such a diverse group of individuals with varying backgrounds. Additionally, these data sets are very large and the findings can be difficult to interpret.
The visualization tools I typically use when presenting my analysis to a client are pivot tables, tableau dashboards, pie charts, typically presented in power point presentations, and whiteboards when brainstorming or working through a complex issue. I find it very useful to use these tools to ensure everyone can clearly understand the findings and that all members have the same understanding.
Application
When putting together my analysis, I typically start with the raw data-set. I then use pivot tables to narrow down the data into a more manageable format, which makes it easier to identify trends. I typically slice the data in multiple ways in order to get grounded on the information and ultimately find trends and root causes of issues. I will also leverage existing visualization tools at my clients such as heat maps from Tableau. I find it useful to use tools that the client is already familiar with or currently using.
Once I have analyzed the data and identified trends and root causes for the issues I am working through, I will typically add quantitative and qualitative figures to add more depth to the analysis. Examples of these could include; percentage of error vs relative size of company, recurring or one time issue and manual error vs system generated errors. I will then organize my findings into various categories and clearly and concisely present them in a power point presentation so it is easy for everyone to follow.
Insight
I have found it much easier for everyone to become grounded on my analysis when I organize and present my analysis through use of visualization tools. It is much easier for everyone to understand the ultimate problem, rather than spending time trying to decipher the analysis. I have also realized that various individuals may follow along the dialogue of my presentation, but may ultimately have a different understanding of the issues than others or the intended message I am trying to convey. By presenting my information in power point format with pivot tables and graphs, as well as quantitative and qualitative highlights, I can ensure everyone is on the same page.
Additionally, may individuals have a hard time processing information by verbal presentations alone. It is much easier for individuals to follow along and process information if the information is presented in a visual manner. There is some science behind this as well. Visualization tools help engage the right side of the brain and allows individuals to work through brain blocks and complex problems.
Approach
Since I have had success with presenting my analyses in a more visual manner, I have consistently implemented this approach in all my presentations. Additionally, I find it useful to use visualization tools
when starting my analysis as it allows me to digest the information easier and identify trends an root causes faster. The use of visualization tools is the benchmark for all my analyses.
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10,141 |
challenge For a lecturer when you get students from different . Non-Commerce background, it is difficult for me to explain concepts related to Commerce as it is.
Selection Story telling as a tool: It will be easy for me to make student visualise the Subject related elements(transactions) so that they can understand the concept easily. Story telling is more effective if students once visualise the concepts, they will remember it forever
Application Through storytelling, you can make student visualise the concepts. Though it is not applicable in all the cases, it is much more suitable to familiarise the concepts in classroom environment
Insight It is very useful in classroom environment. Especially to deal with students having trouble In understanding difficult concepts. Through this tool we can present the most complex elements in much easier way
Approach Since the outcome of the approach is highly positive, I will definitely follow the same approach in most suitable circumstances
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10,143 |
Challenge
The company I work is a manufacturer and maintainer of elevators, and its core business is maintenance. The high-level executives of the company were trying to increase another line of business: modernization. The challenge was to increase modernization sales of elevators, meaning increasing the number of modernization of elevators from our brand but also from competitors.
Selection
After a few meetings and agreements, the focus became just to increase modernization sales of clients, mainly because we needed to narrow the goal so we could come up with a plan. So, the tool I chose for this challenge was Mind Mapping, since we had access to at least one representative of each stakeholder and we could gather them to get their insights. Mind Mapping would help us to get all the ideas out there, and link them in a way that would lead us to a possible plan.
Application
I invited the stakeholders to a breakfast in our meeting room, which was prepared with coffee, tea and cookies so the participants would feel welcomed and in a way, I wanted to thank them for their engagement. The room had no chairs and it was big enough for 15 people moving around. Before they came in, I had already placed some sticky notes on the wall with examples of ways to approach the modernization potential client, which came from surveys we had and data collected previously.
The stakeholders were the high-level executives of the company, one client, two country managers, the sales manager, two sales representatives and a marketing analyst. The activity consisted on grabbing the sticky notes that they thought were new ideas, creative and innovative. They could also write new notes if they wanted to. Then they divided into three groups to search for the insights behind each sticky note, forming groups of notes below each main topic. Once we had the insights, I asked the groups to dissolve and link the insights they all had.
Insights
We came up with 20 insights, 15 of them connected to “understanding the specific need of the client”. The information we got from the tool is that we need to focus in personalized ways of approaching the client, not massive brochures or emails. We needed to pay attention to what our customers need, even when then they do not know it yet. From this insight, we had several ideas of how to do it, so we collected the data and save it for the next step that was the brainstorming.
Approach
I think the tool was correctly chosen, and I would apply it again. Of course, I would improve some details such as taking away the chairs. It would have been more comfortable for the participants to sit at some point, and probably they would have spent more time working and sharing.
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10,145 |
Challenge: Connect patients with trusted professional pharmacists who can advise on the best available medicines for patient needs at the best price and order delivery.
Choices: I chose the storytelling tool. I have a development team that needs to develop a product. I chose this tool to help developers better understand the problem. https://www.coursera.org/learn/uva-darden-design-thinking-innovation/lecture/PAXCd/ storytelling-tool
Application: I gathered all my developers, put them at the same table and began to tell them a story. I told them that everything is moving to the Internet and it is more convenient for the younger generation to receive consultations online as easily as they communicate in instant messengers with their friends. Also, the older generation should use the new product and took an example from my grandmother, who writes to me on WhatsApp.
Understanding: My team felt all the emotions that I wanted to convey to them. They immediately began to come up with ideas on how to do it simply and intuitively for everyone. They drew a prototype and showed it to me. I was amazed how well they understood me!
Approach: Storytelling is a great tool and I use it a lot in my life and work. People listen carefully and better understand what they want to convey. They also experience the emotions of the heroes of my story, get used to the role and offer me cool ideas. Design thinking is really cool!
|
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10,146 |
Reflection – Learning Launches
Challenge.
I work in R&D, background architect in a modular building company. In a modular company, a design is standardized to become an industrialization. It is relatively new in society, not yet known in my country but quite common abroad. It is the responsibility of a designer to answer designs that meet market needs before we mass produce them. The prototype already exists. We would like to know the responses, impressions, comments on our prototype design.
Selection
The learning launch was chosen because it was already in our company's budget, that we would participate in a property expo. where the crowd already exists. There we experimented with our products, especially in terms of our prototype design.
Application
This is our first learning launch, because our division has only been established for the first year.
Internally, this company is a test of what the existing design assumptions will look like and how they will be built at the exhibition site. Is it easy to assemble? Is it true that it can be properly constructed outside the workshop? Is the capacity of people strong enough to fit in one volumetric module?
The assembly process went smoothly without any problems, 4 modules were built up in 2 days.During the 7 days of the exhibition we held events for visitors, such as QnA on products, then closed by writing comments on a post it that was pasted on one part of the interior wall of our modular prototype. During the 7 days our design team took turns participating in the exhibition.
Insight
By applying the learning launch tool, our team identified our assumptions and designed launches to test these assumptions. When it was installed, we thought everything was easy, but in the field, some processes need special attention, for example, when using heavy equipment, we need safe working methods.
From some of the comments on the post and questions from visitors, there are some that have not been thought of, such as the durability of the building and some of the maintenance criteria. Although there is actually no significant difference between a modular building and a conventional building.
There are also national media that cover our products and publish them on their website. From a marketing perspective, this is an effective effort to raise awareness of our products. Surprisingly not in the plans, we got coverage from the national media, so public communication is needed here.
Approach
Given that our team has already gone through several design thinking activities/tools and are at this stage in the timeline, the learning launch is the appropriate tool. As previously mentioned, our team needs to review the insight gained
From the exhibition event we made a brief evaluation report, especially from the design side, we reviewed input from visitors, and several things needed improvement and development. So that when mass production goes on, our products are more acceptable to the market.
Careful preparation is also needed in handling the media, whatever we convey so that it can get more attention and awareness from the public.
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10,147 |
DESIGN THINKING FOR INNOVATION
TOOL: MIND MAPPING
The challenge that I faced which required mind mapping was a fundraiser in my school. I couldn’t decide what program to conduct for the fundraiser in order to get maximum participation for my final goal to be achieved, which is to procure a good fund. The fundraiser went towards educating under privileged children; therefore, it was absolutely obligatory to obtain a considerable amount. The reason mind mapping turned out to be necessary in this situation was due to the various programs attracting different customers. My final option was to choose between a bake sale, talent show or prom night. I also had to get all the required products according to the program chosen which required a mind map as well.
A mind map is a tool for the brain that captures the thinking that goes on inside your head. Mind mapping helps you think, collect knowledge, remember and create ideas. Most likely it will make you a better thinker. The reason I chose to use mind mapping as a tool to overcome my challenge is due to the information being presented visually. It will help me structure information well and analyze it better. The following links can be used to understand mind mapping further:
➢ https://www.mindmapping.com/ ➢ https://www.mindtools.com/pages/article/newISS_01.htm ➢ https://www.youtube.com/watch?v=5nTuScU70As
I used mind mapping in order to evaluate the most cost-effective program that raises the most funds. I also used the tool to map all the necessities for a successful program (bake sale was chosen according to the tool). It was applied effectively and I was able to avoid unnecessary complications and doubts.
I gained insight through this management tool and increased my capacity to think effectively and quickly. It helped me be more organized and manage my time effectively. Mind mapping in relation to design thinking gives a clear organization and structure, straightforwardness and simplicity.
I would use the same tool in the future when it comes to these specific situations but I would try to contain the branches/ minimize them to only needed information to avoid confusion.
In conclusion, Mind mapping is one of the efficient method to organize ideas and analyze complex situations through breaking things down into smaller parts.
|
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10,149 |
Learning Launch
Challenge
I am currently leading a team of DWH Business Analysts where we have tasks assigned to us from Demand and Delivery Solutions team and then we assign other tasks to other DWH teams after we finish our scope.
My Current challenge is that we are not able to track the tasks assigned to us along with the time taken to finish them as well as the tasks we assign to other teams due to the lack of proper tracking system among different teams during the life cycle of the same project.
The system or way of tracking we should decide on can be used among all stakeholders working on the same project
Selection
The Scope is to find a suitable way or system to track the tasks assigned to us and the tasks we assign to others.
We decided to try the learning launch tool to experiment different tools suggested as follows:
Excel sheet tracking, online website to track our tasks, Modify in house project tracking system to assign tasks on different team members
We needed to test the different suggested tools to check which one would get us to our target.
Application
Our first learning launch was to ask each member of our team to maintain an excel sheet with all tasks assigned to them and another sheet for tasks they assign to others.
We tried to maintain the sheet and keep it accurate as much as we can taking into consideration that we are already doing the same using internal emails.
We tried the above approach for a month but unfortunately depending on different individuals to maintain the same sheet and doing the same task twice lead to that people either forgot to update the sheet or dropped doing the task as they have already used the mail to do it
Insight
We tried to depend on the excel sheet for accurate documentation and we expected we would get accurate results but we found out that the excel sheet maintenance was hard for people as they are required to do the same task twice; once by mail and once on the sheet and the mail gained them results quickly so they skipped the excel sheet update.
Approach
Based on the fact of doing the task twice is hard for people; we reviewed this approach and decided to try the other option of using a system for tracking tasks.
The System life cycle shall start from the team that assigns the tasks to us; where the task shall be assigned to our team on the system and at the same time it shall send an email notification with the assignment.
The same thing shall be applied by our team when assigning tasks to other DWH teams.
That way we shall avoid the double effort of doing the same task twice and the system shall be responsible for providing accurate list of different tasks.
|
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10,151 |
Tool: Storytelling
Title: Reinventing oneself through changing one’s story
Challenge Volunteering as a mentor for disadvantaged immigrant teenagers, I was working with Ali (not his real name), a 21-years-old son of Turkish immigrants. At our first meeting, I asked him to tell me his story. Ali told me that he failed to graduate from general secondary school multiple times and that subsequently, after he finally did, all higher education institutions and companies rejected his applications. The NGO I was working for had eventually helped him to get into vocational school where he was now to be trained to become a social worker. The classes were to be starting in a few weeks ahead. The story Ali told me was one of frustration and shame: Always surrounded by much younger fellow students, he saw himself as a failure, not just in school, but also in life generally. Moreover, he feared to fail again at the new school and lacked the confidence to ever succeed alone without help from others. But talking to him I could see that Ali was in fact an aroused and smart person with a great sense of humor. The major challenge I was thus facing was to change Ali’s mind-set. More than to help him overcome his paralyzing frustration and to start his studies more confidently. Apart from just familiarizing him with some learning and organization techniques, it seemed necessary to change his perspective and to keep him focused on his goals. During our subsequent meetings, we went through what within the framework of this course probably would be called the „What is?“- and the „What if?“-phase: We talked about problems that existed in the past, weaknesses, strengths and the challenges lying ahead. We then moved on to talking about his larger goals, ideas and the type of person he would ideally like to be. However, looking at all the things we discussed, Ali still did not believe in the possibility of being a more successful student and of taking even the smallest bit of proud in what he did. He had not yet found a convincing way to positively connect his vita with the new opportunities lying ahead of him.
Selection Broadly speaking, storytelling as a tool is used by organizations and leaders to create connections between beliefs, attitudes and values in order to not only solve a specific problem, but also to create a sense of purpose and cause at a deeper level. It usually helps to unite different people and departments behind a larger goal or vision. At the same time, a good story can help to reduce complexity by making ideas more accessible and relatable. While there are different kinds of stories, a good story usually involves a number of basic elements, including a main character, a specific challenge faced in a particular situation and in the end presents a way ahead by coping successfully with the challenge. After listening to Ali’s story and after I got to know him better during the following meetings, I was sure that there was a much more positive version of his story. Drawing on that idea of corporate storytelling at personal level, the priority for us thus became to reinterpret his background and development from the very beginning, to match his past with his future plans, and to work out a more motivating story in the end that he could tell himself and others.
Application At first, Ali was terrified by the idea of writing a story as writing essays ranged among his most hated activities in school. But it turned out he had two other talents: drawing and math. We thus agreed to create a storyboard during the next sessions that would have the form of a cartoon-like mathematical equation. In the first session, we discussed the first sequence in his life that seemed relevant to him and we both took notes on the way. As he shared his story, I kept asking questions and tried to highlight or expose positive aspects and successes. For instance, when he told me that other kids in school laughed when he had to read out loud his improvised homework essays, I countered that probably not many of them had worked 4-5 hours a school day in a newsstand and in the beverage market of their fathers like he did, leaving them more time to care about their essays. For the next session, Ali translated the notes into the first cartoon. This first cartoon, for instance, showed a younger version of Ali balancing a pile of school books and running back and forth between work and school, always losing one book on the way. We repeated this pattern for five more sessions until we reached the present point in time, connecting the individual cartoons
with a huge plus sign. I then asked Ali to think about how his upcoming studies and what his job thereafter would ideally look like and to draw the final cartoon for another session. I also asked if it was ok if I brought a good friend of mine to our next session who is by chance in town. In that next session, I presented Ali to my friend as a clever person who has an exceptional story to tell. I then asked Ali to show the cartoon he made and to tell his story. At first, I could see how he initially trembled with excitement but step by step he guided us through his cartoon getting more and more confident. The story he told was totally different from the one I had heard during our first meeting. In short, it was a story of someone who had to work hard in addition to school, who had failed several times to graduate but who also finally had found out who could help him out. Showing the last cartoon, Ali explained that his dream was to finish higher education as the first member of his family and to get a job as a social worker where he could help other kids that fell behind in school. My friend was impressed and asked him if he was excited to start classes next week. The answer was a yes.
Insight When working with Ali, I did not know storytelling as a tool. It was during this course that I thought that we actually used storytelling back then, even if unconsciously. The tool allowed us to attach a different meaning to Ali’s past and to connect it with a larger purpose to the opportunities of his imminent studies. There are three key learnings for me when I link this practical experience with the now acquired theoretical knowledge about storytelling and Design Thinking more broadly: First, storytelling is a very powerful tool also for individuals to change their perspective on themselves and on their development. Second, storytelling facilitates collaboration: it is a very intuitive tool that is fun to work with in pairs or small groups even if tough and emotional topics are at stake. And third, storytelling is a highly flexible tool can easily be combined both with other DT tools such as visualization (e.g. cartoons) and with the individual strengths and capabilities of the people applying the tool (e.g. drawing talent). This makes not only the outcome of the tool more accessible, but also the tool itself. At a broader level, Design Thinking for me seems to be a structured and easily applicable tool not only for complex organizations. It can also be useful for individuals that cope with complex decisions or that want to clarify confusing situations in everyday life.
Approach Storytelling helped Ali to identify the cause and purpose of the challenge lying ahead of him. It also helped him to find some meaning in the failures of the past. The power of storytelling in this specific case was that changing the story was much more than or not at all window dressing. Instead, this approach helped to change the perspective for one moment and to construct a different, more compelling story – a story one likes to tell about oneself. I think that in this sense, storytelling can be of use for many people and people working in organizations that sometimes wonder: what am I/are we doing here and why? The idea of telling one’s own story now or at a later point in time may help individuals to take better decisions in life and business by making these decisions and their consequences more accessible and relatable. In a both private and business context, storytelling may eventually push people to dare embarking on unconventional paths – for the sake of innovation and for the sake of a good story to tell.
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] |
10,152 |
Reflection – Visualization
Challenge
I’m working in IT department of one of global leaders of FMCG industry. During all my career in IT function I led multiple projects of software deployment as well as developing tools and applications enabling requested business capabilities in the company. At certain point of time I started observing that almost every project has a ‘requirements are not clear and not complete’ statement in a list of lessons learnt. The problem is explained by a fact that business requirements normally captured in a text that explains the business need from a business perspective and as good described as business requester can. Then software developer or supplier reads the text and understands requirements as good as can being grounded to own knowledge and past experience. And usually there is a difference between what requested and what understood. Just because both requester and developer have different functional and professional backgrounds. Of cause typically application developer or IT supplier asks extra questions trying to clarify what is requested. This improves situation but not dramatically. At the end of the game this drives extra cost to rework and overall frustration on both sides.
Selection
To improve situation further I demanded to add a visualization (or visual design in particular) to every medium and high complexity requirements as a mandatory component. In addition to verbal visual design or thinking allowed project team to think and communicate in nonverbal way and tap into a single picture of what is requested. Depending on the type of project it could be a visualization of either process map reflecting a vision of how future business process should flow or sketch of dashboard or visualization of user interface (UI). For the last one (UI) I found mockup tools available in internet that simplify building visuals every time when new UI should emerge or existing UI should be updated.
Application
Another day I led project that aimed to upgrade frontline tool for customer representative (CR) who visits store, takes orders and does many other things at store to grow sales. The problem we tried to solve is legacy handheld application was outdated using old devices with bad user experience. The user experience of legacy app can’t allow to improve in store performance of CRs locking them down to spend too much time dealing with application typing data or navigating through app rather executing value added activity e.g. developing store.
To build new frontline tool we applied design thinking technique. We run what is analysis, spend many hours in a field with our CRs, observing how they interact with current tool. We completed ethnographic research and finally had several mind mapping sessions that ended up with design criteria for new app where successful user experience was in the core. When we approached concepts development we built a lot of visualizations including sketching and mockups of end user interfaces. Running such visual thinking exercise we were able to identify and visualize many critical business capabilities that we’ve never seen and thought off before. The capabilities that made user experience with the new app extremely successful. Out of tons of visuals we selected several prototypes of a new tool that we tested then within our end user community (with CRs who will be using new app). As a result we’ve been able to validate new design of our frontline tool with targeted audience without writing any code but just using visualization and mockups.
Once we developed a new app the end users (CRs) got exactly the tool they dreamed off. They got it straightway from the first try without following redesign and rework we got used to before we started practicing design thinking techniques and tools like visualization.
Insights & Approach
First of all using visuals of new app screens and forms allowed us to bring all stakeholders including ultimate users to the same ground of understanding of what we were trying to do. With visualization we did it much faster and effectively than if we would try to explain it verbally. It was amazing how fast visualization connects different people and mindsets. At the end of the game with visuals and screen prototypes we’ve been able to speed up overall application development process excluding further rework and rebuild as it was before that saved our time and efforts and finally built a trust between IT and business community
Another observation is using sketches, graphics and mockups unlocked different part of our brains adding creativity to the team work. It allowed us to identify and imagine and then to sketch and draw many simple creative things that improved user experience of our future app tremendously. Such small but creative features transformed a perception of the team to the work from transactional and mechanical to creative one. Everyone felt him/herself like a painter or art producer that added unexpected value to the team work.
Going forward I will keep using and fostering others to use visualization in our work and projects in the future. But it does not come alone. In combination of other tools e.g. mind mapping it bring high value.
|
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10,153 |
STORYTELLING
CHALLENGES AND SELECTION
Designers use storytelling to get insight into users, build empathy and reach them emotionally. i want to work towards the elderly citizen with dementia and Alzheimer's As the number of baby boomers who are also seniors grows rapidly, the number diagnosed with dementia, including Alzheimer’s disease, also grows While it is the only disease with no prevention, real treatment and no cure, there has been an increase in ongoing research looking for a cure. People with dementia find it difficult to access memories, both new and old. This memory and recall impairment begins slowly and progresses to the point where it becomes hard to recall events, names, and conversations that they would have easily remembered previously. Good stories can engage seniors so that they will pay attention, empathize, and even cooperate. It is a matter of science
APPLICATION
I want to use storytelling as a way for the elderly people with such diseases to let their thoughts out and make them mood better with good communication skills and social interaction. in old age homes or healthcare institutes where they become frustrated and can not control their emotions this practice of storytelling can go a long way and improve their condition. Caregivers who use this process at home can have fun, show an image, and talk about it with your loved one. Healthcare professionals who use storytelling find that it opens older adults up to memories, encourages verbalization and promotes self- esteem. Each listener will glean a different emotional response and meaning to the same story based on their own ability to imagine.
INSIGHT AND APPROACH
We can sit with them in groups and play a game with them where each member can have a picture of something that will act as a starting point for any story from here they build. The participants use their imagination taking turns deciding what happens next. This allows them to express themselves creatively and emotionally in a positive low pressure environment. This can remove the isolation that the people with Alzheimer’s feel. With each story they can narrate their experience and try to have a happy ending to it as they might relate these stories to themselves. Having someone to talk to will improve their mood as it is an escape from their daily frustrating life.
This course made me see this tool of storytelling as very important stories can motivate people and it is great source of entertainment too. It is an asset that I am really grateful for.
|
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10,155 |
Tool that Applied: Learning launch tool
Challenge
I am into renting out properties to tourists in the hilly region Lonavala which is located in Maharashtra, one of the states in India. The challenge that I am facing is how to attract more tourists to have a good and comfortable stay at my property because out here there is a lot of competition among the property owners and the customers prefer the property which is low in cost and but has all the amenities so it is becoming quite difficult for me to make profits in high margin because my maintenance cost rises due to charging less from the customers.
Selection
The tool that I will be using to solve my problem is the Learning launch tool because I think this idea will help me to solve my problem by targeting the customers I want and by solving their needs and want when they book a property around this area.
Application
The Learning launch tool helps us develop many ideas for the good of the business and therefore I will be going on with this Idea. With the help of a learning launch tool, I came up with the idea of providing extraordinary services to the customers and asking a premium price for it because it came to my attention the customers who visit the property in this area do not only want to have a good but also a good service therefore by them with the service they want I will be able to solve their problems and for providing the good service to them they'll also feel like paying more for having a good and satisfying stay and therefore this won't only solve their problem but also mine by making higher profit margin and attraction more customers at my property.
Insight
After applying the learning launching tool I saw changes in customers reviews and attraction from the new customers because the service that I provided was exceptional and even if any customer had to face any problem during their stay it was getting cover-up by the service I was provided to them because to them the thing that mattered the most was the service and how well we treat them while they have stayed here, so they were even recommending to others which resulted in increased popularity.
Approach
Learning the launch tool was a great help but in future, if I have to make changes I will use a storytelling tool this will help in attracting more customers by telling the experiences of previous customers at my property.
|
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10,160 |
Reflection – mind mapping for a new intranet Design Thinking for Innovation | Assignment | Abdul Thomas
Challenge I am the manager of online services for a government department. After several years without any major changes to the intranet, we recently felt it was time for it to be redesigned, reinvigorated and to become more of an engagement channel for staff. The challenge for us was to create an intranet that met the needs of staff as well as senior management. In particular, to provide an intranet that helped people do their job. To achieve this, we knew it was important for the new intranet to be co- designed, something that never happened previously.
To start our ‘what is’ investigation, we carried out a survey of staff to get their feelings about the intranet. Analysing this data provided some useful insights. What we found was that most people were generally happy with the intranet, though there were some common themes in the responses: there were a number of common day-to-day tasks that needed to be made easier, the design was tired and could be modernised, search could be improved, and the content could be reviewed for currency.
Selection While the survey provided some useful data and insights, I felt there was a need to re-affirm the current reality and, as discussed by Cheryl Flores in the lecture material, ‘establish criteria for the what-if idea generation phase’. The ideal design tool to use for this purpose was mind mapping. Mind mapping is a method used to find common themes, patterns and insights from data collected during the ‘what is’ phase, to help you to generate an idea or innovation that meets the need of the customer. Mind mapping was important in this project because it allowed us to really understand what staff wanted from their intranet, and notably what they didn’t want. It also was an excellent tool to use to encourage engagement and ownership of the new intranet.
Application In conducting the mind mapping, I organised for 15 participants to join in the session, and ran several different activities. The participants were representatives from across the department and were also at all levels, from senior management to more frontline staff.
I carried out five separate activities as part of the mind mapping session. Firstly, while together as a full group at the beginning, each participant was asked to state what they felt was the main purpose of the intranet, and these responses were recorded on a whiteboard. As responses were recorded, there was open discussion from the group. This helped to clearly define the reason for the session and unified the group with a common aim. Next, I had placed a number of examples of intranet home pages on the wall around the room. The participants were asked to individually look at each one, and using sticky notes, identify one thing they liked and one thing they didn’t like about each example. Each of the notes were grouped together to create common themes. Then the participants were divided into three groups. Each group was asked to design their ideal intranet using pens and large sheets of paper provided. This started to bring together the ideas and help us to start defining the criteria to use when moving to ‘what if’. The last two activities were online-based ones, firstly to carry out some basic tasks using a rough wireframe my team had developed and secondly to complete a top task analysis to help identify the most common activities carried out by staff. These last two activities were carried out individually by the participants.
Insight Using mind mapping as a tool in the design approach really helped us to be better prepared for the ‘what if’ and ‘what wows’ phases of the project, which is where we are up to at the moment. It allowed us to validate some assumptions, exclude some initial ideas and really understand what staff wanted from the intranet. On a personal level, it helped me to ‘walk in the shoes’ of the staff (i.e.
our users) and appreciate some of their needs and frustrations. It also highlighted to me how critical the intranet can be to allowing staff to do what they need to do.
Using this mind mapping approach has reiterated to me the power of design thinking in exploring new possibilities for long-standing challenges. Intranets are not new, and are a source of frustration in many organisations, but by using a design thinking approach I can see many opportunities to create something that really works. In the past, the intranet team would have developed something using their best understanding, which may have been an improvement but not ‘wowed’.
Approach I have probably used aspects of mind mapping in many projects that I have undertaken before. Working in the digital space, it is common practice for us to engage the user heavily in the process. But the process had not been so clearly defined before. There were some practical learnings I had which I would do differently next time, including the time allowed for the session (I felt a little rushed—more time would be better), the rooms used and the process followed. I would probably do the mind mapping a little earlier in the process too, as we had done some wireframing already.
|
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10,162 |
Tool-Mind Mapping
1.Challanges:The malfunction of network cables in the system room of the financial sector where I work.
The system room of any financial sector is the power house that communicates and passes information to all other individual systems of both operators and relationship managers
2.Selection:Several units came together to discuss on the way forward.The units included the Operator, Business development unit, The branch manager and the IT representative and Telecoms who are the provider of the networks. After several shared ideas using the mapping tool the branch manager cascaded the information to the relevant authority and then every unit played their role.
3.Application: Using the mapping tool several ideas/ images became a reality and was shared and tackled effectively and efficiently with prioritization giving to the each member of team for prompt resolution.
4. Insight: The insight gained in application of the mapping tool gave rise to different creative design techniques and prompt resolution was achieved. It helped in data collection, patterns and individual ideas collated with collaboration to yield better results.This process helped streamlined from what it was to what it become which is the reality.
5.Approach
• A more robust view of the problem gives a more robust solution
• Each team member should have been more detailed.
• The most acceptable view should have been the end user review .
|
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10,164 |
Visual ization
written by Rui Mendes
Design Thinking for Innovation
Design Thinking for Innovation page 02
all about the challenge
The challenge consist on explain de
diferents valors of the blood pressure
and his classification to the general
public. Blood pressure (BP) is
the pressure of circulating blood against
the walls of blood vessels. Blood
pressure is usually expressed in terms of
the systolic pressure (maximum pressure
during one heartbeat) over diastolic
pressure (minimum pressure between
two heartbeats) in the cardiac cycle. It
is measured in millimeters
of mercury (mmHg) above the
surrounding atmospheric pressure.
Normal resting blood pressure, in
an adult is approximately 120 points
onsystolic over 80 points on diastolic,
denoted as "120/80".
application
selection
The tool used to explain this parameters
is the tool of Visualisation; Data
visualization is the graphical
representation of information and data.
By using visual elements like charts,
graphs, and maps, data visualization
tools provide an accessible way to see
and understand trends, outliers, and
patterns in data.
The process began with the collection of
patient data, where blood pressure was
measured throughout the week. Then a
study was carried out on the samples,
classifying them in high, normal or low
pressure. Once the study was carried
out, Visualization techniques were used.
Design Thinking for Innovation page 03
all about the insight
What I have learned from the
application of visualization techniques is
that one of the most important factors is
chromatic harmony, therefore, one of
the most important factors to explain
blood pressure is that the colors were
adequate so that the patient did not
lose the attention.
approach
In the next approach I will try to
summarize the graphics and simplify it
so that its study is more agile and
efficient.
Monday
Tuesday
Wednesday
Friday
Saturday
Sunday
30
20
10
0 Low
62.5%
High 25%
Normal 12.5%
In dark blue the onsystolic, in light blue the diastolic Ranking of the week
|
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10,166 |
Design Thinking for Innovation Final Assignment Challenge: The media industry is under tremendous pressure. Big technology companies like YouTube and Facebook are competing for the same advertising revenue budgets. To remain viable, media owners like national newspapers and public service broadcasters, are increasing their pace of digital innovation. I work for a UK media owner and my team is responsible for developing advertising products using data and technology. A couple of years ago, my team worked on an exciting but challenging project in which we adopted a couple of design thinking tools. The project involved developing an algorithm that dynamically assigned website visitors into audience segments based on their purchase propensity. These audiences could then be served relevant targeted advertising. Based on interviews with our customers (media agencies and marketing directors), there was strong interest in the product. Internally, our sales team was keen to be able to offer a sophisticated advertising product that could command a higher price. Our challenge was to develop a viable product that delivered strong marketing performance for advertisers. Our secondary challenge was to prove the potential of the product in order to secure the internal technology resources to productionise and scale. Selection: In order to address both the need to prove product effectiveness, and secure internal investment - we decided to build a prototype and conduct a real-world test - what was effectively a learning launch . Our learning launch involved running live digital marketing campaigns, using the new prototype. As Professor Hesse outlined in the video lecture, we were keen to test our prototype quickly and cheaply to understand what was working and what was not, before committing further time and resources. Application: We invited two beta customers (advertisers), representing two different product types, to participate in the learning launch. We developed a series of hypotheses that then needed to be translated into the design of the test. This involved setting up a matrix of test and control audience grouping, and ensuring that the advertising campaign delivery was set-up correctly to avoid website users falling into more than one audience group which would muddy the results. In hindsight, we loaded too many hypotheses into the study. This necessitated a highly complex set-up that was extremely difficult for the campaign operations team to execute, and which generated ‘too much’ data which required a significant amount of time needed to process the results at the end of the campaign. In retrospect, we should have taken a more iterative approach to the learning launch - starting with the core hypotheses first, and then layering in additional test criteria in subsequent phases. Insight: As Professor Hesse noted in the video lecture, “A learning launch is not a failure so long as you learn something” - and we certainly did learn a lot from ours. The campaigns themselves were successful
- we were able to definitely prove that the product generated superior advertising effectiveness by driving more user engagement for the advertiser (relative to the control group). Our beta customers were pleased and impressed with the results of the study, however we were unable to prove that the increased effectiveness would have justified a demand for the product at a higher price point. That hypothesis was not factored into the experiment. Additionally, we were not able to deliver on our secondary challenge - which was to prove that the project was worth investing in to productionise and scale. A number of factors contributed to this, including internal stakeholder politics. In retrospect, adopting more design thinking tools in the earlier “What is?” and “What if?” stages, such as involving more stakeholder colleagues in brainstorming and concept developmen t (1) , would have ensured greater buy in from the start. Approach: Thankfully because we kept an open mind throughout the learning launch, we were able to extract a myriad of unplanned observations and learnings. By tuning into these, we were able to avoid confirmation bias, and/or potentially terminating the idea prematurely. Instead, the insights from the learning launch helped us to redefine the challenge and the product itself. We noted the deep insights we were able to gather from the activation of the product and knew we had an important innovation in our hands, one worth sharing. So we took the decision to pivot. Instead of building a targeting product, we used the algorithm to develop an audience insights tool - which happened to be the first of its kind in our industry. These insight dashboards became a success, not only did advertisers begin to request it by name, it also won us an industry award for ‘Best Use of Data’ that year. Our primary reflections were to incorporate more design learning tools, involving more stakeholders and diverse views from the start to ensure we were correctly defining the challenges and the opportunities. Notes:
(1) Pablo Cervantes and Tommy Hall. (2011) Designing for Growth . Columbia Business School
Publishing.
|
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10,167 |
Reflection – Mind Mapping Tool
Challenge:
I have been working as an assistant professor in a school of industrial design in a well known Indian design institute. As we all know integration of design and technology is very important for a better product development. My challenge was to teach them various technologies which help student to convert their design thinking into reality. As design students go through the entire design process from ethnography, empathy to the prototyping and testing. During this entire process I observed that, their major focus is on esthetics, styling and sketching, due to which their prototypes or mockups did not have an essence of the end product (or final product which could be used). Lack of technical touch in the mockups creates hypothetical image on a customer (while learning launch). In a nut shell our challenge is to provide technical knowledge to the design students.
Selection:
There were lots of ideas available to complete this challenge, but all the ideas were scattered. Me and my some collogues had lots of brainstorming with directors and some experts from management. Then I and one of my collogue suggested to apply Mind mapping tool for this particular challenge. As Mind mapping (or concept mapping) involves writing down a central idea and thinking up new and related ideas which radiate out from the centre, we decided to apply it. I explained them how Mind maps can help us in the early stages of our essay by summarizing our research and providing us with a picture of all aspects of the question. We can then move from our non-linear mind map to a more structured essay plan.
Application:
As our main challenge is to provide them technical education, we put this challenge as a central idea. We focused on key ideas written down in our own words, and then looking for branches out and connections between the ideas. Figure 1 show the Mind Map, which we applied to our challenge. As we can see in figure 1 that there are many sub ideas which are connected with one central challenge e.g. “Teaching technical education to the design students”. The central idea is connected with other possible ideas to overcome the challenge.
Figure 1. Mind Mapping tool used for teaching Technology to the design Students
The other ideas are:
1. Industrial Visits 2. Seminars 3. Workshops 4. Setting a new science and technology lab 5. Visits of technical Exhibition 6. Adding technical syllabus in their curriculum
The final outcome was to develop a small Mechatronics lab and including a small part of a technical subject in all semesters.
Insight and Approach:
Mind mapping tool completely worked positively in our case. The final outcome is applied successfully. This tool not only helped us in finding the different ways but also helped us in highlighting other possibilities. The open space of a mind map could allow revisiting it in that first vital review after the session. It is in this first review that I could highlight key areas, gaps in my understanding and list questions that need to be addressed.
After successfully applying mind mapping, I would like to use a Learning Launch tool. I would like to apply and test the outcomes of mind mapping on students. After a small learning launch exercise we would be able to rectify some changes in the plan and can apply it back.
Conclusion:
At the end of the Mind mapping tool, we could conclude the following things:
• Mind mapping tool works in both way: Convergent and Divergent • It helps to generate more ideas • It also highlight other possibilities • It is intuitive process which mimics the way think
|
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10,168 |
Challenge & Selection The first tool I used was the tool of Visualization, or Visual Thinking, to achieve a shared understanding of a problem space among a diverse group of stakeholders before attempting to identify and define possible solutions to the problem. I use this approach often with our customers, who are government agencies working to apply technology innovations to modernize their mission or the delivery of their services to their customer, which may be U.S. citizens, businesses, and non-citizens. I have used the technique of using a straw man visualization of a problem domain with a set of questions or prompts for discussion to allow a diverse group of stakeholders to learn from each other in the process of defining the scope, boundaries, key elements, and relationships between elements to consider when identifying pain points and opportunities for improvements or solutions. Application I start the process by creating a straw man graphic of the problem domain. To develop the straw man graphic, I will draw from any existing material available to understand the environment. The existing material may be operational or procedural documents, training materials, marketing materials, GAO or other auditing reports. If materials are not available, then I conduct informal interviews with one-three of the stakeholders who serve as my main points of contact on the initiative. If appropriate to the situation, I will borrow the concept to “front-stage/back-stage” from previous research, and discussed in David Gray’s book, “The Connected Company”. The front-stage/back-stage approach helps to reinforce the notion that every service – even an internal service – has customers with whom the service provider interacts and internal processes that enable the organization to provide the service. The template I often start with also has a column on the left to identify Partners and Value Chain Providers and a column on the right to identify Oversight Organizations, such as Congress, GAO, labor unions, advocacy groups, and other entities that may add constraints to how the organization operates. The straw man graphic is simple, using simple shapes and icons available in Visio or on the Internet. If the front-stage/back-stage view doesn’t work, then I will create a different type of visual, either based on a high-level process flow with swim lanes for different stakeholders, or another format. For the activity, I will divide the stakeholders into groups of 5-6 participants each representing a different organization or area of interest. Each group receives a poster-size copy of the straw man graphic that they can write on directly, or use sticky notes to make comments. I give them two-three questions to answer, such as: 1) What key elements are missing from the graphic? 2) What would you change about the graphic to make it more accurately reflect your problem space? 3) What key insights do you have about the relationships between the entities in your problem space? I give them approximately 20 minutes to discuss the questions and mark up the graphic. Then I have each group report out on their answers
to those three questions while pointing to the mark-ups on their poster. As each group reports out, I record commonalities in the insights of each group, and then additional insights that come from the group discussion on an additional copy of the graphic. After the session, I digitize each group’s poster as an artifact, create a view that combines the shared and new insights from the group discussion, and then create a revised graphic that incorporates their feedback and proposed changes that they agreed to as a group. Insight & Approach What I have learned from conducting this exercise with several groups is that while the graphic – especially the revised graphic that incorporates their feedback – is important for reinforcing their understanding of the problem they are working to solve, the more valuable aspect of the activity is the shared insights and shared learning that occurs while they are working to define their problem space. The graphic gives the diverse group of stakeholders a focal point for discussion that allows them to share their perspectives and develop insights into potential root causes of their problems. While they could create the graphic from a blank slate in a collaborative manner, starting with a straw man jump starts the conversation for them. They can quickly identify where they are in the graphic – or if they are missing – and can more quickly gain new insights about relationships between key entities instead of taking time to identify them. They can also identify variables in the problem space – that is, it helps them to identify what they don’t know, in what areas they need to obtain information or data to provide the values for the variables. Since I discovered that the most valuable aspect is the shared insights and learning, next time I would use the visualization activity as a starting point for a series of design thinking activities. Then the revised graphic that incorporates their combined feedback can serve as a reference tool throughout the remainder of their work.
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10,169 |
Mind Mapping Tool
CHALLENGE:
After 25 years of work in FMCG company, I have just started my new job as a Product Manager in outdoor company. I was responsible for Citylights ad network – several thousand of advertising’s panels (1,2 x 1,8m) located on cities streets, bus shelters, shopping malls, airports etc.
My first challenge was: make the existing advertising network called ‘ITFAQ’ start selling.
This advertising network consisting of 600 citylights, located near shops and on the parkings of the largest retailers like Tesco, Carrefour etc, was dedicated to FMCG* advertisers.
The case was that at the beginning many clients (media houses) have included ‘ITFAQ’ to campaign's media-mix but at the end - nobody bought it. No one in the sales team could explain the reason, why? Price discounts or extra panels for free didn't work.
SELECTION:
I have decided to use Mind Mapping Tool, because the pivotal stage in my challenge was gathering a deep understanding of customer needs and broader perspective on how this product should work to be desired.
This tool allowed me to involve my colleagues, much more experienced in this industry than me, in order to develop a common mind among them regarding the current reality of my challenge.
This tool was also used due to the very large amount of data I have collected and we had to draw the most important facts and observations that would lead us to deeper insights.
APPLICATION:
In big conference room I have prepared the ‘ITFAQ - gallery’ – where people could saw and feel how the citylights dedicated network looks like (pictures of localization), who is our target (FMCG companies logos), who buy (media houses logos), folders, charts, etc.
I have invited 15 people from sales, marketing, media planners (customers) and stakeholders like: sales & HR & finance – directors.
I asked them for their intuition. Please go around the gallery on your own and make notes you believe might inform new ideas.
As a next step, we gathered in 3 smaller groups - 5 people each and after several minutes of self- preparation each person from the team have started sharing their ideas by sticking notes on the wall.
The next step was to turn these ideas and observations into deeper insights. We did this in the next workshop.
INSIGHT:
People were so involved, motivated and cooperative one to each other that it exceeded my imagination. I got a feedback that prepared ‘Gallery’ instead of static and boring powerpoint presentation was as a trigger to look at this product from a different perspective, feel it.
The second positive thing was that the most influential people – the stakeholders – get involved and cooperate and co-create in search of the best solution.
There was a series of insights that came out of it and finally lead to the big success of new redesigned product.
The most powerful was discovering what our customers really want to buy. They want to buy an audience responsible for shopping – and these are WOMEN, not FMCG. This led us later to change the product name from ‘ITFAQ’ to ‘City Ladies’.
The second discovery was that clients expected citylights network to follow the image of a modern, energetic woman. This led to the expansion of the places where the citylights were located – instead of only shops, places such as hairdressers, beauty salons, shopping malls, kindergartens, were chosen, which in a broader context referred to places where women can be found.
APPROACH:
I think that the tool was chosen correctly, as evidenced by the achieved goal.
I would definitely like to improve the technique of using this tool in the future - what I did before was very intuitive and I have learned from the course that a step-by-step methodology is available.
I also think that in the future I will go through all the phases of the design thinking process - because it ensures the highest quality of achievements.
*FMCG – Fast - Moving Consumer Goods – products that sell very quickly, such as food and drinks.
|
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10,170 |
INCREASING CUSTOMER PATRONAGE
Challenge I work as an assistant marketing manager for a business development firm situated in one of the most reputable tertiary institutions in Ghana. Our mandate is to promote innovative entrepreneurship among the youth. In spite of all efforts aimed at getting them, students from the various colleges within the university barely recognize nor patronize our services. This possess a great challenge to the marketing department and ultimately to the organization as a whole, mainly because the student group forms the major component of our target market.
Selection After adopting the design-thinking model as an approach to solving the problem, I lead a team to investigate and suggest sustainable solutions to the problem. We were able to develop a prototype aimed at solving the problem and readied it for a learning launch. The learning launch is a low cost solution that was rolled out to ascertain what works and what needs to be “re-worked”.
Application The realization we made from establishing the current realities and what a solution should look like lead us to develop several solution concepts. Some of the concepts developed were benched and others channeled into developing a prototype. For the learning launch, we focused on targeting a small student group and adopted a short timeline. We realized from the earlier stages of the process that, students placed great value on the recommendations of their lecturers, and that the curriculum did not factor in entrepreneurship training which made the students not appreciate the need for it. We also noticed that the colleges had mentorship programme that engaged the teaching staff to serve as mentors to the students.
We therefore organized an info session for the teaching staff of a particular department with a student population of approximately eight hundred (800), and the leadership of the student association within the department.
During the info session, we emphasized the need to promote youth entrepreneurship and the need for market research in business (which forms part of the main activities of my organization). We also show them records of the start-ups and business we have been able to scale up, the packages we have installed for students as well as how they may also benefit from it. We again established a login protocol to using our facility that helped us gather information on how the students got to know our facility and what inspired them to requite our services.
This approach was to make use of the existing social structures within the department to inspire students to recognize the value we provide and employ our services.
Insights
By applying the learning launch, we realized an increase in patronage of our services by students from the department in question however, the students would visit our facility for a short lived periods and will refuse to come back after three to four visits. We found out that this was because of the cost structure for our service. Students could barely pay for the cost of recruiting our service even though they were very contempt with what we had to offer.
Approach We acknowledge the efficacy of the learning launch as a tool to improve upon the solution the organization’s challenge. Future learning launches will take into consideration the insight gained from the first learning launch that we organized, including the factors that gave us the desired outcome and those that did not yield the best results. Again, it will include cost structures that better suit the students.
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10,171 |
Learning Launch
Challenge
As I’m currently at home due to Covid19, I will take on the project of finding new methods of revenue generation for the Zoo in my country. It has been recognized worldwide as one of the best zoological parks in the world and has been known for the quality of care it provides to the animals. However, for the first time in almost 50 years, the zoo had to shut its door because of the spread of Covid19. While the lockdown in our country is speculated to open within a month, it is unlikely that the borders for leisure travelling will open up anytime soon. A country so heavily dependent on tourism will take a hit, and businesses dependent on providing experiences will have to come up with new and creative methods to generate revenue and stay relevant in the changing times. The method best suited would be for the management to take the experiences online and turn animal care into virtual tours that individuals or groups can pay to be a part of. Zookeepers can impart knowledge via Zoom to a group of 5-10 people in one session. They can also tie-up with schools to provide virtual tours for students, instead of field trips that won’t be happening at least until the latter part of 2020. Selling merchandise online with personalized messages would also be a great source of kickstarting income generation while capitalizing on that as a social media movement simultaneously. This would help to not only reach out to local customers but also a vast clientele globally, including a potential to reach out to schools all over the world, thereby creating, virtual tourism. But the challenge would be that the risk appetite in such times isn’t extremely high since there is no revenue being earned right now and so the right balance is extremely crucial so as to not incur any losses. Selection & Application
The design tool best suited to help with this would be the learning launch. The concept of testing the ideas fast and cheap, especially in times of a pandemic where currently, no revenue is being generated, seem to be the crucial tool in order to not only come up with a winning idea but also to come up with an idea that could potentially be the future of tourism in changing times. The process which includes weighing your key assumptions against factors like value creation, execution, defensibility and scalability to prioritize those assumptions that fit best in order to design and perform the test for it is a great method to narrow down the best ideas. The idea of holding virtual tours, and selling of personalized merchandise can be tested by sending out emails to the already existing customer database within the country. Small groups of 10-15 people can be made in order to test these ideas and ask open-ended questions as to what are the things people want to see and learn about during zoo visits. This can then be used to curate the virtual tours for larger audiences. This could be a great gauge as to how customers respond and to see how we can tweak our key assumptions to fit the experience that they would want. Since it’s a completely new concept for the zoo, whether it works or needs to be saved for later, the experiment will be fast and cheap, thereby, ensuring a move in the right direction.
Insight
If applied, this would lead to a whole new world of experimentation in a company that has previously thrived through conventional methods. This pandemic has changed the way people behave, communicate and reciprocate. The learning launch tool will help the company adjust to the changing needs of the people in a relatively cheaper method to extend their freshly curated services to a global level after tweaking the methods through testing on a local level. Approach
Another way to approach this challenge could be to form a prototype of the ideas after brainstorming and mind mapping. The teams have managed consumer expectations for decades and diverse teams could sit together and brainstorm ideas. This can then be tested by getting in touch with their customers through emails and offering these prototypes. The consumers after testing the prototypes could have a feedback session on which one they liked best, why, what could be done better and what more can be offered. This would use both the employee expertise along with the consumer needs to build a sturdy business model for virtual tourism.
|
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10,172 |
Challenge
The challenge being tackled was introducing a new Customer Relationship Management system our company. It had been noted that there weren’t proper records of clients who had visited any of the company’s branches looking to be served or to make enquiries. It was thus difficult to assess the nature of clients that were served, whether their issues had been successfully resolved and how long this had taken. It was therefore important for the company to introduce a new system that would tackle these challenges.
This system, called CRM, was important since it would enable the recording of all customer interactions by the company’s staff, including the client’s personal details, their enquiries and how long it took to resolve each issue that a client raised. In the long run, this would be helpful in determining what the key touch points with clients are, which would in turn help the company in:
• Staffing - Allocating staff to areas that handled more clients. • Improving Turn Around Times - The system would show how long each customer’s
enquiry or instruction took to resolve and what areas would require further training for the staff.
• Mode of contact – How the interaction with the client was made, e.g. through email, walk
in, an intermediary or by phone.
Selection
Leaning Launch tool was the tool of choice for this challenge. A learning launch ideally means conducting a small experiment to test a developed idea in the real world. It is an experiment that involves introducing a product or service into the real world to gauge how it integrates into it and performs. The learning launch tool was selected as it helps in gathering insights on how to improve on the product.
Application
Since the system had already been created, the learning launch would involve introducing the system in two of the company’s branches. The period for the learning launch was set to one week, as this was deemed ample time for the staff to get used to the system and be in a position to offer meaningful feedback. Staff from the two branches were taken for an intense training on how to use this system to open, record, assign and close customer interactions. A representative from the team involved in developing the system was sent to each of these branches to assist during the week, in case of any issues arising. Staff in these two central branches were then given access rights to this system. The staff were also asked to take note of all major highlights of the system as well as areas that needed to be totally overhauled, those that needed to be improved on and those that just needed a little tweaking.
Focus was given on ensuring that every customer interaction was input to the system, as it is only this way that the system, and any data derived from it, would be useful. Emphasis was also given on ensuring that the records input to the system were correct and timely.
Insight
Almost immediately, there were positive results from use of the system. Due to the system escalating issues that were not handled on time, we learnt that customer instructions were handled promptly and marked as closed in the system. Turnaround time for cases was therefore drastically shortened. Another major improvement was on the following up on cases that had been handled elsewhere or by a different member of staff. This became easier, since, instead of having to call the staff member initially involved, it was now possible to determine what the client’s query was and how far the case was from completion, just at the click of a few buttons. The learning launch also made it easier to verify which lines of business had the highest number of interactions and which ones require the most time to resolve. All this information was important as it would help in determining what areas needed more focus on in terms of staffing and training.
Feedback from the launch also indicated that a few system changes had to be made. These mainly involved user preferences on the system’s interface and not how the system functioned. There was also an issue on how to group the different types of customer enquiries so as to ensure that they were all encompassed in the groups created in the system.
Approach
To improve on the effectiveness of the learning launch as used, it would be important to involve more customer-facing staff members in the development of the system. This is because they would give the system developers more insight on the day to day interactions with clients and improve on the way these are implemented in the system
It is also important to conduct intensive training on the system before the learning launch to ensure that the users are well conversant with it. This would ensure that a successful learning launch is not hindered by having to retrain staff while the testing is in progress.
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10,174 |
My reflection – Deep insights of an organization functioning
Challenge & Selection
To achieve my clients visualize the non-satisfying work climate within the organization I use the tool of visualization (also known as Visual Thinking). Presenting the different set of problems, discomfort and perceptions of collaborators would allow a diverse group of members among the stakeholders understand the mindset of their collaborators and arrive to solutions that can improves the wat the organization achieves its goals from project to project.
This approach is very useful for me when working with different types of persons (regardless their age, nationality, etc.) I use diagrams with key words and/or icons that allow me to present in a very simple way concepts that most of time are hard to understand by others, present questions that are not so easy to see and explain how processes work and are perceived. All these with the goal of identifying pain points, improve processes and find solutions.
Application
To develop the diagram, my first step is to examine any existing material available to understand the organization, the environment and how both processes and collaborators work. What functions are or should be. This material can be operational or procedures manuals or guides from each department. I also like to conduct informal interviews with collaborators and stakeholders to obtain data to contrast in the diagram. I like the idea of contrast because it does facilitate the presentation of what the processes in the company are, how are they managed and how they really should be. It is in this final stage where stakeholders can take a deep inside of how the organization is really working, what approaches the collaborators use to do their part and how the stakeholders react to it. This is an eye-opening technique that, not just presents the improvements to apply among the collaborators but also among the stakeholders so the final the result is better and satisfying for everyone. For carrying the activity, I will divide the stakeholders into groups of 3-4 participants. The idea is to give them 3 scenarios in which they try to figure out what should be done, what dependencies are (if there any) and what the priorities of their managers are (and how it contrasts with the goal of the project). Each group will get to experiment the scenarios for 15 minutes and write down the difficulties, how they felt, what was their perception regarding the directions given. The materials a use for this are bond papers with a table of 3 columns in which they describe briefly their experience in each scenarios (what were the difficulties, how they felt, what was their perception regarding the directions given). Once they are done this phase, I would called one member of each team to write in the diagram in the board their findings. With this artifact complete, I start a discussion session, which will provide answers and therefore the necessary agreements to solve the situations that affect the organization collaborators performance and work climate. Insights & Approach
To me apply this exercise not only allow the customer to experiment the functioning of different areas of the organization and why the collaborators among them sense a bad work climate. This exercise also allow them to learn their role in the organization and their responsibility in the processes. The final diagram is the point that starts the discussion to arrive the needed solutions that benefit the entire company. It can also help identify at what levels are funnels that do not allow information or requirements are not clear or shared with collaborators in the right time. Using this tool I have discover there is a lot of information I can get from it. Data that provides bad practices and how to improve them to turn them into best practices.
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10,175 |
Reflection-Storytelling
Challenge
I work as a teacher in a secondary school. Whilst I teach geography, history and others subjects, I have always been conscious about the role teachers have in our students' lives and future happiness. It is actually, a very inspirational job.
In the last years, bullying cases have become very common amongst teenagers. I started being worried about dangerous behaviours, and I realised I had a challenge with the students group I was entrusted : to make them conscious about this reality, to help them to detect these kinds of situations and make them able to take caro of it.
Selection
I started using the Design Thinking methodology because I realised since our challenge was really innovative, a really innovative methodology would be the best solution. In fact, teachers team agreed with the use of the story telling Since it was probably the easiest way to achieve the goal of arousing emotion and helping students to connect emphatically with those who suffer from this terrible problem.
Application
First of all, we started asking students and teachers about conflicts they perceive in the school environment. We used a simple survey to obtain the results. After studying the results (with the teachers team) we had clear evidence that bullying (especially cyber bullying) was the issue that worried students the most.
After that, we dedicated some brainstorming sessions to thinking (creativity was our goal) about different measures we could take in order to reduce the problem.
Finally, we thought the best option would be the storytelling. This methodology would have possibly to our students to feel the situation in a real way, and become more conscious. Our objective wasn’t to inform or transmit knowledge. We wanted them to experiment (in order to understand) who is? the School bullying victim, the bullying type, witness, friends, family, etc.
For the storytelling, we used the film “Wonder”, which is based on the novel of the same name by R. J.Palacios, that allowed students to think about all the topics we were interested on. After watching the film, we programmed sessions in small groups that gave the the possibility to share what they were feeling, personal experiences...
Insight and approach
Using the storytelling tool, we were sure of have been able to achieve our objective of putting the human beings and their experience at the front and center-vision (as we learned in the course). This was crucial because we wanted to experiment a different method.
The way and the measuring adopted to improve our school environment was completely different to the strategies used in the past. We used to program sessions for students encouraging them to adopt correct behaviours, provided articles about the topic and other activities . This was not absolutely the best way to encourage our students to change, as we discovered using the storytelling tool. Focusing in their personal visions we were able to create emotional connections that (we are sure) they won’t forget.
In the last 3 months, the bullying cases have been reduced drastically and all the community is really conscious and emphatic. The direction and teachers team are really proud of this success, that (definitely) has been the beginning and the inspiration of a new way to help our students to become responsible citizens and future leaders.
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10,180 |
Reflection-Story Telling
Challenge I am a member of a large healthcare organization, and work in a Lead-Clinical Informatics RN position. Clinical Informatics has been likened to a bridge between the IT world and the clinical providers world, integrating clinical standards, regulations, processes and procedures for patient care into the EHR (Electronic Health Record). Clinical providers include physicians, advanced care practice providers, nursing, therapists and various ancillary staff. As a Clinical Informaticist, one of the processes for which I am responsible, is the design of templates, flowsheets, order sets, etc for documentation purposes all the while assuring patient safety and regulation compliance. Selection In order to accomplish this goal, I must consult with the discipline or disciplines that will be affected, across multiple departments, and across multiple health sites. This is in order to understand not only their workflows, but the challenges that they face with implementation of a new initiative or functionality. Storytelling is the design tool that I utilize most often in scenarios such as this. Storytelling is a tool used to gain insight into the user's world, by putting their experiences, needs, and wants in the center of the design process. Even if the new initiative or functionality is part of a national initiative or brought about by a new governmental regulation, therefore not up for debate as to whether we take or do, I still need to know the workflow and the impact to the end users. Application I was tasked with the implementation of a new specimen processing module that’s purpose was to increase patient safety when lab specimens are collected. At the current state, the process of labeling the specimens at the bedside, at the time of collection, was not consistent. This lack of documentation can be quite harmful if specimens were mislabeled with another patient’s information, increasing the chance of errors in patient care. Should the error be discovered, resulting in the need for recollection of specimens, there would be a delay in care as well as increased discomfort to the patient. The new initiative included the functionality of requiring the viewing of patient lab orders, documentation of the collection, and labeling of the specimens by the staff at the bedside utilizing the process within the patient's electronic chart. The initial scope of the implementation included only our main hospital laboratory, with others to be added going forward. I met with the directors and managers of the laboratory, as well as the directors, managers and VP of Nursing, in order to instruct them on the new functionality and process. Nursing was included in the discussion as nursing would be impacted in various incidences, on various units where they are the specimen collectors rather than lab personnel.
During this time I listened to their thoughts and concerns regarding the new process as well as answered their questions. They were made aware of the need for my documentation of workflows, as well as “day in the life” stories. Additional meetings were scheduled with them for the purpose of updating them on the progress of the project, as well as to include them in the deployment plans for the patient care areas. Another key aspect for the project was the discussion around the new hardware requirements and the placement of it on the various units and laboratory. This provided me with raw numbers of items needing to be purchased. After this “kick off” meeting, I arranged times to visit each patient care area in order to observe the nurse's current processes,and obtain user stories. I am fortunate in that our staff are always very open to giving their opinions, asking questions and verbalizing their needs as well as best case scenarios for their work. During this time, I also met with laboratory staff responsible for the processes of receiving the physician orders, through the collection of specimens, and the distribution of said specimens to the different departments within the laboratory. While my primary purpose was to obtain workflows and user stories, I used this time to also begin educating staff regarding the new module, new process. These informal times lent itself to candid discussions of the overall current state. The use of storytelling as a means of design was invaluable. Through the workflows and user stories, we were able to design additions and modifications to the new module that were more reflective of their actual environment. This enabled us to respect the integrity of the new process module while incorporating the majority of end users wants and needs. Insight By applying the storytelling design tool, I was able to obtain information that I would not have otherwise been able to ascertain through simple meetings. It also afforded me the ability to identify the discrepancies between what was assumed the processes were vs the reality. As is more often the case, managers and directors can be removed from the day to day functions of their own departments. It was definitely invaluable to be with the “frontline” staff and learn exactly what the processes and workflows were, as well as the challenges that they faced in performing their jobs. One of the key deficiencies I found was in the way the Emergency Department was labeling their specimens. At some point in time, they were given a pass in labeling the specimens in the proper manner, instead sending them to the lab for them to do before processing. Obviously this could not continue for two reasons. 1) It was in violation of standard practice and procedure, and 2) the new process would not support their workflow. I immediately addressed the errors with departmental leadership, in order to guide them to compliance in standard procedure, even before the implementation of the new process. Going forward, we were able to design a workflow, within the new functionality, that assisted them in such a way that maintained standard procedure for collection and labeling of specimens. Equally as important was the ability to take their unique challenges into consideration and offer solutions.
Approach In conclusion, I would use the storytelling tool again as it provides clear insights into the what areas required modifications to the new process, in order to meet the needs of the end users. Had I not spent time with the laboratory and nursing staff “in the trenches”, I would have found us implementing a product that would have been flawed for their use, from the beginning. Through collaboration with these departments, Clinical Informatics, and the various analysts within the technology department, we successfully launched a product that was far more intuitive to their own process and needs.
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10,183 |
Reflections on mind mapping in design thinking
Challenge:
The challenge is to increase the efficiency in which development teams move their work out into production environment/s, while meeting a long list of requirements that are prone to change without warning and are poorly understood within the organization.
Selection:
The tool I used to target this problem was Mind Mapping (Week 3). This is when I get together with different interested parties/customers and create maps about what people understand about their current processes and what they see as key problems. This is laid out in a freeform flow chart allowing the people to emphasize and clarify their understanding of the problems.
Application:
I sat down with a range of mainly self-selected development teams within the organization and developed individual Mind Map’s on how the teams worked and the steps they need to take their changes all the way to production along with identifying key challenges they face as a team.
I also worked with the regulatory teams to create Mind Maps focussing on what they need from the development teams to meet the regulations.
Insight:
I discovered through this process is that current requirements make their teams feel unempowered and their releases are held at the whims of other teams with inconsistently applied requirements.
The moving the changes through the process involved a lot of hand offs to these different teams, costing the development team time and energy to drive the change into production.
Approach:
Using the insights learnt from the Mind Mapping My team created a series of tools and procedures as proofs of the identified concepts then we are planning to do a series of Learning Launches (Week 4) to demonstrate tools and processes my team have created. Then iterating on the tools and procedures to improve the development teams lives.
|
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10,185 |
PROJECT ON DESIGN THINKING FOR INNOVATION
Implementation of online Portal for HR
1. Identify the Problem in Current Practice in HR Process for Employees 2. Need Employees user friendly system 3. Possibilities of New software to get the HR Process online and Employee user
Friendly.
4. Data and Resources for implementation of online module.
1. Identify the problem: I am working an education organization where more than 800 plus
employees are working and there still some process which we are doing manually. I have
found there is a lot of energy and manpower used to get the data right for some accreditation
part. And, always we are struggling for data if someone asks. We don’t have any online
mechanism where we can get the data at one shot. Always we are depending on employees
to fill the details and send them to us for any updation or deletion in the data. I was thinking
quite some time back I should help and innovate some new thing where this problem can
be sorted out in one go.
2. Need user-Friendly system: Initially I thought I need a system where an employee can
fill their details and will be available to both of us employees as well as the employer. we
can get the details one click of a button. I have to identify and the details are required to be
incorporated in the online software and employees fill the details without any hassle.
3. Possibilities of New software to get the HR Process online: Before implementing the
online process in the Organization, I have visited different online sites and check different
organizations and how much effective the software and how much they are comfortable
with it. I have also seen there are multiple software and very complex to understand. My
thinking was to get very simple and easy to handle software, which anybody can run in the
HR department.
4. Data and Resources for the implementation of the online software: After discussion
and presentation to the board they have agreed to launch the online module system in the
organization. Board has also appreciated that if this module will work we will go other
modules also online and get the data centralized. During implementation there multiple
things which I have listed down to get the implementation correct:-
a. Data
b. Tools
c. Mechanism system
d. User Manual
e. Training
f. Feedback
I have implemented the online software to keep in mind about Human, where are problems, how
it will be benefited to the organization, and what are key parameters I have to follow to get this
work done.
I am really happy to say this has worked very well and appreciated by my team and board members
also.
|
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10,188 |
Visualization for Innovation in Business and Life
Challenge and Selection I’ve successfully used visualization broadly, and projective techniques specifically, as an exploration and insight generation tool (and, as it turns out, a design tool) in both business and life. There are two challenges that stand out in my mind, one professional and one personal, that I’d like to share with you. As a brand strategy consultant, I was working on a project for a large medical device organization that wanted to update their brand identity – what they aim to stand for in people’s minds – which would be the foundation for not just their marketing messaging, but also how people experience them. The challenge I faced was finding a way to generate real insights into customers’ perceptions about them, their competitors, and the pain points they faced along their customer journey. I needed to identify new opportunities – a white space – for this company to own as a brand that would set them apart, which required uncovering peoples’ deeper perceptions and feelings. At the same time, from a personal perspective, I was feeling a bit stuck. I felt like I wasn’t achieving my life goals across numerous areas, and I needed to find a way to pull out key insights (my own deeper thoughts and feelings) that would help me better define what it was I really wanted, so I could map out how to get there. Because, as Yogi Berra has famously said… if you don't know where you are going, you might wind up someplace else. I selected the use of visualization – and more specifically, visual projective techniques – to assist me with both of these challenges, because it seemed like a really good way of helping people express what they think, and how they feel. If you just ask someone to tell you what they think of something, they may struggle to come up with an answer. Sometimes it takes a catalyst like visual stimuli to uncover how a person feels or thinks. Even if that person is you. Application For the brand strategy project, I had planned a series of focus groups with customers and potential customers. This research was intended to provide myself and my team with critical inputs that would serve as a guide to finding brand opportunities for our client. We decided to use a visualization technique during the research, taking a similar approach to the exercise that MeYouHealth asked their interviewees to do – create a collage. Instead of just asking them questions, we had placed stacks of magazines – of all types and genres – on the table. We then asked each person to take time to find images that represented two things. First, how they felt and what they experienced as part of their journey with their disease state overall, and using the product specifically. And second, what they thought of and felt about my client’s brand. They were given time to find the images and create those two collages, then were asked to explain why they chose what they did for each collage to the larger
group. The insights and findings we got from those sessions were invaluable. They provided a lens into the target’s pain points, needs and expectations – which would have been very challenging to uncover by just asking questions alone. I was inspired by the success of this technique, and decided to try using it to help me get out of my personal rut. I happen to be a voracious reader of magazines, and had a huge stack of them at home. So one Saturday, I devoted the entire day to doing something similar to the exercise we used in the brand focus group. I went through every single magazine and pulled out any images that resonated with me and inspired me. Essentially, I cut out only images that really spoke to me in some way. I didn’t think about each image too much, and didn’t judge or evaluate it as I pulled each one out. I just kept ripping out pages, and putting them in a pile. At the end of that exercise, I then looked at all of the images and grouped them into themes. I ended up having some very clear themes that emerged across areas like relationships, lifestyle, health, work, money, etc. And I gathered them into chapters into my ‘vision book’ – my take on a vision board, but in a format that worked better for me. Seeing each area, chapter and theme, it became very clear to me what the life I wanted looked like. Insight and Approach This design tool worked incredibly well for me, in both cases. For the brand strategy project, it opened up some really important insights that we were able to use to identify a key white space for our client to own. That is, we uncovered an area of great customer need and brand expectation that our client was uniquely able to fill, and that was not currently being provided or ‘owned’ by any of their competitors. We used this as the foundation to build a brand identity and positioning that helped them elevate their marketing and accelerate their business. And for my personal project, the vision book exercise was also a resounding success. Having a visual map of my goals allowed me to be very clear about my intentions and the choices I was making. I wanted to be in a job role that allowed me to work remotely. I also wanted to be in a committed relationship, surrounded by family and fun. And I wanted to have a healthy, active, social lifestyle. Dogs kept creeping into the pictures in my vision book too. And yes… within just a few months, I met the man that would become my husband, and I subsequently became a step-mom of four great kids (now teenagers/young adults), a dog-mom of two awesome fur- brothers, a happy homeowner, and a successful remote marketing executive for many years now. There are still goals and areas that could use some work, but that probably just means that it’s time for another visualization exercise. I’ve used many exercises and approaches over the years to try and achieve similar goals, including direct interview questions and journaling. I’ve even used a pretty interesting word association technique where you mention something (a word or phrase, or even a brand name) then ask people to immediately respond with the top three words that come to mind. I’m sure there are other techniques and approaches that can be used as stimuli for people to respond to. But I would still use the visualization technique as my preferred approach to exploration
and understanding – because imagery can help to tap into emotions and thoughts that can be difficult to express otherwise.
|
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10,190 |
Reflection Paper – Learning Launch
Challenge: I along with my friend co-own a business of interior designing. We involve services of many stakeholders including welders, carpenters, painters, electricians, customers etc. The process of carrying out a task at a call requires so much of a hassle, contacting the right person out of the workforce for the right task. We involved all the stakeholders in the what if? Process of design thinking and came up with the idea of creating a digital app as a platform. Through this platform we’ll create ease for each of our stakeholder through reducing the efforts on collecting and aligning tasks. The challenge was on how to build an optimal interface of the platform for all of our stakeholders.
Selection: First, we carried out the detail secondary research on existing online markets. After gathering enough data, we started in-depth ethnographic interviews with our customers and our workforce too as they too had to be on the platform. After having all the required data and insights we were ready to launch a beta version. We chose learning launch as tool to first test a prototype on a very small scale with a segment of our customer base to quickly test the feasibility of the idea.
Application: For our leaning launch, we chose a stratum of customers and a portion of workforce signed up with us and specifically gave them access to the beta version of our app to understand what value could be added to the platform, without putting the app in the market. We gained very valuable feedback on a few of the customers and workforce experience and we jotted those down, worked on those suggestions and rolled out second version of the beta app to other group of customers and workforce. Feedbacks this time were very fruitful.
Insights: Our assumptions about the online platform included simplicity, user-friendly and streamlined were tested during the earlier launch and we gained very valuable insights after the first launch. The customers required authentic and credible persons from the workforce based on other customers recommendations. The workforce required multiple payment options and a tip option in the platform.
Approach: After gaining the insights and working on the suggested and founded customer pain-points, we again launched the version 2 of the app on a different group of customers and workforce. This time the results were very positive, and we decided to launch the platform in the market and posted in on the Playstore and iStore. It was as an instant hit as all the stakeholders were involved in the process.
|
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10,194 |
Learning Launch
Challenge
I am an employee of a fully owned subsidiary of a blue chip conglomerate in the country. As part of the groups leadership development program, employees from different subsidiaries at managerial level were deployed into groups and given a real life project at different business units. The group consisted of six employees coming from different backgrounds such as marketing, finance, commercial, production and operations. Accordingly, the team was assigned the task of introducing a beverage under the health and lifestyle categories that could be launched to extend the existing beverage portfolio considering Mass scale appeal, Ready to drink nature, Convenience and Nutritional value. The project spanned a duration of four months in order to come up with a suitable product and the group was given a limited budget in order to carry out certain research and feasibilities studies. The ideology of the project was to generate a new revenue stream as the existing carbonated soft drinks were on a declining trend due to health reasons. The current product portfolio consists of only sugary carbonated beverages and it was anticipated that the government was looking at levying a tax on the use of sugar in order to discourage consumers in consuming high sugar added soft drinks which would also further impact the Company. Selection
Our team extensively evaluated possible product offerings which matched the said criteria and looked at the region and neighboring countries product offerings in order to shortlist and identify suitable products. Several design thinking activities were adopted arriving at possible options. The shortlisted products were to be immediately tested by developing a prototype/sample product at the company’s internal laboratory and tested amongst the relevant target market/group.
Application
After conducting extensive market research / surveys targeting relevant market segments the team shortlisted five product offerings and these were presented to the management of the beverage company. After extensive debate on product benefits, mass scale appeal and affordability including shelf life, king coconut and coconut water was selected as a drink with health benefits which could be further exploited as a learning launch.
As the product was identified, the suitability of the product with the relevant target markets/age groups had to be tested. Different samples with varying proportions of king coconut and coconut water were produced with the addition of lime for best results. Five different samples were developed and tested with market segments of different age categories, gender and also amongst the student and working population. These samples were conducted at different neighborhood towns with a standard sample size which helped
the team to get an adequate understanding of the preferences of the masses. The preferred drink was shortlisted and the same was presented to the management of the beverage company as well for their buy- in and suitability.
The second learning launch was to shortlist suitable suppliers of king coconut and coconut water and possible consistent methods of supplying. A sample of producers were evaluated together with extraction methods in order to justify the long term availability of the ingredient.
The third learning launch was on the “Tetra packaging” which was a new package option for the Company as previously only glass/PET bottles were used. Thereby Tetra packing was evaluated as a possible option and same was tested through the customer segments as a preferred choice of sustainable packaging. Different packing prototypes were developed via contract packaging and suitable sizes were developed and designed based on customer insights.
Insight & Approach
By applying the learning launch successfully our team identified possible product options and designed ideas to test the prototype. The team thought through the anticipated results which were further cemented by customer insights which gave the team a very good understanding of the product requirements on the part of the actual users, their preferences, opinions and price parity points which would make the product appeal to the mass market. Both our team and the management was engaged from the very start right throughout the process where we shared our insights and learnings continuously. From the initial research to market surveys to prototype testing with actual consumers were discussed in detail with the key stakeholders of the Company where the team did get the buy-in and interest of the management throughout the process. There were times that certain consumer insights differed with the team’s expectations for example the price point, where the consumers preferred a lower pricing point than what was proposed by us. A detailed cost analysis was further conducted to try and reduce the price difference to an affordable price level as per customer insights.
Before a full rollout in design thinking time-lines the use of learning launches throughout the process gained us good consumer insights which resulted in a successful product launch. The Company needs to review the insights gained from this product launch and incorporate the same process of design thinking and insights in to future launch designs too.
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10,195 |
Challenge taken: The biggest challenge as of today is people became more habituated to the machines and technology. They are mostly connected to the human centric output without even input some times. So they are even more habituated to several innovations done by the design thinkers. The main role takers here are the design thinkers who thinks in the perspective of the user and deliver a product which satisfies all the user’s needs.
Selection of the tool: The design thinking tool which I think more effective for this challenge is visualization. It is a way of thinking which is different from the regular one. Because it allows us to use a particular part of our brain as it is mostly dependent on the picture reading. It is a fact that the pictures will be more effective than any matter. Visual thinking is to generate ideas by thinking innovatively and deliver a product for the user.
How to apply? : Apart from selecting a particular tool in design thinking process, the major thing is how to apply it in our product development. It is really appreciable idea to chose visualization in my view. It also includes several steps in its application of the product development as in the case of other tools of design thinking. It is nothing but a technique to communicate our ideas with others through creating different pictures and graphics. I believe that it is the most effective way of confessing our thoughts in thinking about a design.
It includes several steps like group discussions, a brief design of the product and finally coming to an overview of the whole process to develop. At first we need to discuss on several things in user’s point of view. This includes questioning ourselves on what are the challenges faced by the user now and how he would be benefitted after the product is developed. After this each one of the group will get several points in their assumption as each of them thinks differently. Now, we need to get an overview of the most spelled opinions of the group and prepare a sheet on that. Now the next step of this is to ideate one’s own ideas separately for the new product. But it should be in a
different way that is pictorial representation as we are in the phase of visualization. It is more understandable than any report based on some matter. After this each member of the group will get an idea about the prototype. Finally it leads to a particular design of the product.
Insight: It is nothing but understanding a specific thing in a deep context. As our main theme here is to understand and define the problem and come to a final decision about the design. Psychologically it is stated that most of the people are connected to the pictorial representation rather than any other reports. So I personally believe that it is more effective tool.
How to approach: There are several ways to approach this tool as this is more understandable for the people to get into the next step. The pictorial representation may be of any kind such as graphs, pie-charts, histograms or any other sheets.
|
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10,196 |
Learning Launch Tool: The Tienda Pago Place- Satish Kumar Zeeshan
Challenge: I live in Amsterdam and have observed that the city is a great market for niche products. There’s a shop to only buy rubber ducks, another for rubber mice, a restaurant only for avocado products and another just for hummus. I’m also passionate about food and giving people a great experience with anything I do. One particular food that is interesting to me is Tienda Pago. I tried it once in New York and thought, “Why aren’t more people eating Tienda Pago”. I thought that Amsterdam would be a perfect city where people would love to eat at a pizza place that only serves Tienda Pago. Well’ that’s what I thought, but how do I know? Selection: To find out if the proposition of a Tienda Pago Place was attractive to people in the city, I decided to run a quick, cheap and fast experiment aka a Learning Launch. Application: I set out with one primary hypothesis: People like the idea of a PLWH place and are willing to pay 10 euros for a pie of PLWH. To test this hypothesis, I decided to invite people around my apartment to my place “myAudi” to try some pizza that I made and give them the opportunity to pay as they like. I made a quick handout
And bought ingredients to make enough pizza for about 20-30 people. I spent about 50-60 euros in total. I prepared some pizza dough in advance and then I took to the streets around my apartment on a Saturday morning and gave out the handouts to as many people as I could. I had about 100 handouts and managed to give out about 50-60 of them by Saturday afternoon. Then it was time to wait for a call to reserve a spot.
No calls came in that day. Just three friends who knew I was doing the experiment showed up fo taste the pizza at my apartment
Insight: The insights from a one day experiment were the following.
- Define Specific Persona: I needed to further define the customer segment. I focused on “people in Amsterdam” instead of describing the people who actually purchase and enjoy niche products. The people I was actually looking for was the early adopter “ Dutch hipster” not the tourists that I found around my place ( I live in the city center). Tourists don’t want PLWH and neither do they have the time to experiment with such a concept on a tight timeline (short vacation)
- Location matter: The location at which I was giving out my handouts wasn’t the right one. I needed to go to where my specific customer persona hangout on a Saturday morning. Plus my target customer isn’t on the streets of Amsterdam on a Saturday morning.
- Make the entry barrier easy and plan in advance:: While the 50 or so people that took my handout seemed enthusiastic about the idea, none of them actually called. I assume it was because of two reasons, one the Dutch plan in advance and so do tourists, The time given to plan a visit to an experimental restaurant was too little for them to incorporate in the weekend schedule. Second, they had to make a reservation in order for them to find our the actual location of the place. Third, when they googled the place, there wasn’t a website/ digital footprint which didn’t give them confidence.
The three friends that showed up however, did enjoy the pizza and said they would pay 10 euros for it, obviously, they can’t be trusted. As for the ingredients, let’s say I had pizza for the rest of the week. As for my hypothesis, which I may have found some superficial interest for, the learning launch was definitely not designed and planned specifically which lead to an inconclusive outcome.
Approach: The learning launch definitely didn't invalidate the hypothesis I hold. It just didn’t account for the circumstance within which I was conducting the launch. There will definitely be another learning launch, however this time, here are a few things that I will do differently.
- Plan a couple of weeks in advance the time and location of the launch along
- Create a simple webpage to direct people to the concept and story behind it along with an instagram account/facebook page
- Use online ads to specifically target my customer persona
- Have people reserve a spot for before a certain date so I know the amount of ingredients to purchase to make the pizza.
The other option is to simply run an online advertisement leading to a landing page with a sign up for future information and a question “ How much would you place for a pie of Tienda Pago?” at the end of the sign up form.
|
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10,197 |
Men’s Fashion Brand: A rebranding strategy using the Storytelling Tool
Challenge
As a marketing manager in a medium size and established fashion company I came
up with a great challenge to develop the brand's rebranding approach and
repositioning strategy in the market and in the perceptions of customers’ community.
The company has a strong market presence dating back to over half a century
(established in 1960) and it operates with 35 retail shops all over the country of Greece.
The company creates male fashion and its brand represents the synonymous to
contemporary way of life, bearing in mind the best possible quality/price relation. Its
signature products being its shirts and polo shirts. The brand is broadly distinguished by
its elegant, minimalist and comfortable lines, ideally balancing between the mystique
of modern-day life and the timelessness of the classic, bringing out the uniqueness in
every man. In addition, the company follows a traditional family business case
constituting as well as an important sign both for the market competition and for the
brand itself. The project aimed to reveal the perceptions of younger potential
customers about men’s fashion brand, brand’s reputation and placement, as well as
their needs regarding their clothing habits. Moreover, aimed also to suggest new
marketing strategies to attract younger customers.
Selection
To better understand the history of brand, its clothing personalization and their brand’s
fans I select to use the storytelling tool. As commonly understand, clothing is a part of
our psychology and it depends on our routine, needs, way of living and personality. I
wanted to learn stories about the people who wear this brand and how they feel. These
stories can make clearer the connections between customers and brand. This
information gathered can help to develop a specific strategy answering if the brand
can create effective associations with younger people, which are the connections
between brand and fans and what has to be done for the future. Storytelling tool help
me to get a deeper access on customers experiences, to discover brand’s equity as
every brand has a “story and this story connects to the emotions, the characters, the
values of the people, that live that product every day” (Video “Storytelling tool”).
Application
I first divided two groups of circle discussions in which participants know the brand and
don’t. Then, these groups were divided in other two groups of young (25-34 years old)
and older men (35-45 years old) from different places of the country. In these
discussions storytelling tool help me explore their journey selection on men’s fashion
brand, their preferences on products, under what circumstances they choose a brand,
how brand influence their choice, how the price affects their decision, what are their
feelings created from different brands, what they feel and what they consider to
represent our brand. For those who didn’t know the brand the processes was to discuss
what they think that our brand represents. Each discussion was conducted within a
thirty minute timeframe. Storytelling was the key tool to understand what our audience
wants providing us useful data for clear strategies.
Insight
By applying the storytelling tool, I sat down with each participant sharing stories and
examples from our everyday’s living. Initially, I started the conversation by sharing my
thoughts about how choosing colors, product types, and brands influence my
appearance. I talked about how I feel and what people around me are thinking about
me. I gave examples with specific products and opinions of my friends. This helped
them become familiar with the discussion and formulate their own thoughts. A set of
questions helped us draw more data. The actual results from participants’ stories were
different from what we anticipated. Management unit was believing that the brand
can easily find the approach of entering into the younger audiences but discussing
with people who knew the brand we resulted in different thoughts. Most of our
participants talked about stories that our brand remains attached to a fairly business
style, political and mature level of appearance. They described that brand’s product
lines, formal style and innovation in some types are directly related to their professional
status. Unlike with the young people we discussed that brand is linked to social
acceptance and impression. Using examples from everyday life, sharing stories of
specific occasions and utilizing photographic material we came to the conclusion that
the margin of entry in the young segment is very limited.
Approach
The use of storytelling tool helped me to learn more about the exact information we
need to share with our customers. Talking with potential customers and competitors
can help you understand the key message we need broadly to disseminate and
preserve as a company. So, we learnt that we have to create this story, the real one
which comes from brand’s fans, in a really good context connecting emotions, needs,
images and moments of reflection. For future approach we could try to use after the
storytelling tool the visualization approach in order to map our customers’ journey
developing effective touch points between us.
|
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10,199 |
Project title – “True human stories making people smile”
Example reflection – Storytelling
Challenge & Selection:
Storytelling is absolutely a fantastic tool, which I use during my day-to-day operations in the organization. The intelligence level of our customers is little low as we serve to the common man, the unserved, which lies in the bottom of the pyramid of economic strata. So, the objective of storytelling to our customer is that how we have made a difference to their lives & how our customer has felt about being associated with our organization. We are having many customized products and it’s the role & responsibilities of the line managers / customer services executives to disseminate the information to the customers. But sometimes it’s not reaching to the customers in true spirit. So, customers share their experience with us, we capture it through a story and tell our large number of customers, how we (organization) changed their (customers) lives every day through our products and services. It helps us in two way, customers know about us and the staffs who deals with customers are also cognizant about the customer requirements, which helps us in serving better, we understand customers need and serve them suitably.
Application:
we have collated many stories from our valued customers and one story is really heart-touching, which I’m sharing over here. One of the customers is struggling to get loan from any financial institution, one bank agreed to provide but could not give as per his requirements i.e. a higher loan amount. Then he has approached our organization (a reputed non-banking financial company) and we could able to provide the loan amount as per his demand. The end use of the loan is to pay the fees for education for his daughter studying MBBS. Customer is very much delighted as the loan was disbursed within a short span time and ultimately, she has completed her course with distinction, now she is serving the society as a doctor. We put these live changing stories in front of customers and these stories are with empathy, customers listen to these stories and they visit our branches for availing various facilities. One of the customers sitting at the corner of the hall has eagerly asked about a business loan and after detailed discussion, we conveyed her that, you are eligible for certain amount initially and further with proper repayment track, the limit will be increased. She has agreed to the terms and availed an unsecured loan from our organization. This is nothing but a reference program and it has given a great result in the form of customer engagement and business generation thereafter.
Insight and approach:
The approach was very much simple, through the stories, we are trying to reach our to the customers, who are needy and unable to express the feelings and requirements because they feel that they may not get the loan because it’s very much cumbersome and they can’t provide requisite documents for taking the loan. But we said to that customer about the procedure, which requires few documents and she provided. Line managers have made the ambience very much comfortable and friendly, she told us about the business which she is undertaking, it’s “tailoring and ready-made” garment shop. we assessed the business model and fund requirements for establishment of the business and provided her with an in-principle sanction note. In the next day, the loan was disbursed, and she was very much delighted as her dream came true, business expanded.
Through that story (loan taken for education purpose), many customers have come to us for experiencing our products. It has benefitted the both i.e. the organization (revenue generated) and the customer (education completed, or business expanded) and these are true human stories, which makes people smile.
Many a times, I used the “storytelling” as a tool in generating business through various customer engagement programs, but it was not in a structured a way. But now through the course “design thinking for innovation”, it has made me more systematic and it will be helping me in fine-tuning the approach, the journey of good to great will start shortly with the “new” storytelling tool.
|
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10,200 |
Where do learning launches fit strategically? Companies should undertake a portfolio of growth initiatives and manage that portfolio across business units based on timelines designed to produce new sources of revenue, which can be scaled across a large geographical area or customer base. The purpose of growth initiatives is to create new S Curves of income to replace existing S Curves as their useful lives peak. In order to do this, companies need to generate growth ideas and test them in a disciplined manner to determine which ideas warrant investment.
Learning launches are a methodology for testing ideas to determine which qualify as business opportunities. Because they should occur quickly and be low cost, learning launches have also been described as “placing small bets fast.” Unfortunately, some executives have interpreted that phrase as advocating the pursuit of small revenue opportunities, which is not the case. Most good growth companies are looking for growth opportunities to be scaled and result in needle-movers. “Small bets fast” is a testing procedure, however, and not a strategy decision. A learning launch is a business-world application of the scientific method; it is a way of thinking that relies on generating and testing hypotheses. It starts with hypothesis-generating by asking a what-if question, which allows you to identify a new possibility to act on. That possibility is your hypothesis — basically an educated guess about something you think is likely to be a good idea. That’s the creative part. Then to test your hypothesis, you specify what scientists call the boundary conditions. In other words, you ask: Under what conditions would that hypothesis, in fact, be a good idea? Or — worded differently — what would need to be true in order for my idea to be a good one? So, you bring to the surface the assumptions that lie under your hypothesis, and then you go find the appropriate data with which to test them. That is the analytic part. If it turns out that your assumptions are not true, and your hypothesis is disproved, then you should take the new data and go back and use it to restate the hypothesis better. And then you test that new and improved hypothesis. It is an iterative process that you cycle through continuously, learning something new each time that allows you to develop a better hypothesis for the next pass. The process is what we refer to as intelligently opportunistic. In other words, it lets you rigorously examine your current best guess, but not in a way that forces you to accept or reject it. It instead allows new and previously unanticipated improvements to your idea to emerge. This is learning as you go. This hypothesis-driven approach is based on the idea of learning, rather than knowing. As a result, it is particularly useful under conditions of uncertainty in which we don’t know as much as we’d like to. Does all of this sound familiar? Of course it does — a new business idea is, in fact, just a hypothesis. And a learning launch is just a process for testing and improving that hypothesis.
That’s the rub. Hypotheses about the future are a lot trickier to deal with than those about the present; in fact, they can never really be proven to be true. As a strategist or a growth leader, the best you can do is to marshal compelling evidence that supports your argument that your view or your “story” about the future is likely to be worth pursuing. It has to be testable with today’s data.
|
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10,203 |
Visualization:
Visualization or visualisation (see spelling differences) is any technique for creating images, diagrams, or animations to communicate a message. Visualization through visual imagery has been an effective way to communicate both abstract and concrete ideas since the dawn of humanity.
Application:
As a subject in computer science, scientific visualization is the use of interactive, sensory representations, typically visual, of abstract data to reinforce cognition, hypothesis building, and reasoning. Data visualization is a related subcategory of visualization dealing with statistical graphics and geographic or spatial data (as in thematic cartography) that is abstracted in schematic form.
Techniques:
1.) It activates your creative subconscious which will start generating creative ideas to achieve your goal.
2.) It programs your brain to more readily perceive and recognize the resources you will need to achieve your dreams.
3.) It activates the law of attraction, thereby drawing into your life the people, resources, and circumstances you will need to achieve your goals.
4.) It builds your internal motivation to take the necessary actions to achieve your dreams.
Benefits:
1. Faster Action
The human brain tends to process visual information far more easily than written information. Use of a chart or graph to summarize complex data ensures faster comprehension of relationships than cluttered reports or spreadsheets.
2. Understand Connections Between Operations and Results
One benefit of big data visualization is that it allows users to track connections between operations and overall business performance. Finding a correlation between business functions and market performance is essential in a competitive environment.
3.Interact With Data
A chief benefit of data visualization is that it brings exposes changes in a timely manner. But unlike static charts, interactive data visualizations encourage users to explore and even manipulate the data to uncover other factors. This creates a better attitude for use of analytics.
Why visualization is important?
We need data visualization because a visual summary of information makes it easier to identify patterns and trends than looking through thousands of rows on a spreadsheet. It's the way the human brain works. ... Charts and graphs make communicating data findings easier even if you can identify the patterns without them.
|
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10,205 |
Samuel Carvalho
Reflection – Learning launch
First, I have to say that English is not my mother language but i´m going to try to do my best, i´m from Colombia and I really appreciate you calification, thanks for that. And keep learning new things.
Challenge
I´m a student of the Sarchí University (Colombia) and one time I was in a class of marketing where I have to create a new product with my friend Migual Oman, so it was a big challenge for us, because we had to search and analyze different possibilities. If we want to have a good calification we have to created something new and something that works and it was a big challenge.
Selection
Our team had to use the brainstorming to look for alternatives, needs, problems and it was a dificcult process because we didn´t know how to started.So we started to analyze different aspect of our lives than maybe needs a new product or a diferent one, and one day a big idea comes to my mind I was going to brush my teeth when I started to think that maybe it could be good if the toobrush was different, maybe we could used other kind of materials to created a new one, so the team look all the ideas and concluded that it was the best idea.
Application
Well, we present our prototipe in a design software in the marketing class and I was the best califfication of all the students, It was a new idea and the best was that i´t was sustainable.
Insight
We learned that sometimes we can created different ideas that could have a big potential but also do you have to know how to move that idea from your brain to the real world, so you have to analize if the idea can help people and make his lifes a bit easy.
By applying the learning launch tool, the team in 2 yeas had improved the idea, so actually we have a solid idea beacused we had used the consect of the product for different classes, so we have change different aspects and moved the idea from a basic one to a greated one than can help the environment.
Approach
Actually in the next time, my team should have to incorporated more people because when do you have different kind of people in a team you can see a problem with diverses perspecttives and that provide you a “big panorama” and different views that can help to
have a better idea. And other thing is that you can have a goog idea but other people can thing in the same that you sou the best is to do the things and not only think it.
|
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10,206 |
VISUALIZATION- A reflection
Challenge:
I am currently interning with a global payments solution provider in a South Asian country. We work in global teams, and even as an intern, we have the opportunity to interact with teams from the US and Europe, as a part of cross-functional team interaction. Recently, I was given a problem of providing comprehension-solutions to navigate a performance appraisal dashboard. As in, the dashboards were catering to senior level managers, who can use the document to identify the performance and relative occupancy of their team members and accordingly allocate work etc. The dashboards were quite tough to navigate and it was impossible to do it without assistance. As a result, despite being powerful tools for performance measurement, they were not being used in real terms. I was roped in to provide means of simplifying the method of using this dashboard.
Selection:
Herein, I was asked to singlehandedly work on this project. I came across the Design Thinking sessions and realized this problem fell in the category of non-linear problems and that neither the organization, nor I had any experience in this kind of a project, although I had an understanding of dealing with similar uncertainties at previous organizations and in academia. I thought it apt to select this problem and apply the concept of design thinking to it
Application:
I realized the first step to solving this problem was analyzing the need-gap. I managed to interact with the potential users of his document and tried to ask them open ended questions with respect to how they would use this information, what problems they face and how things would get simpler. Albeit I received responses right from how the entire dashboard should be revamped (which was not a possible solution) to how someone should keep informing them the navigation methods, probably just as they travel. I appended all suggestions and started putting it up in a visual format. I rated all options, put it in order of the parameters like, speed, ease in adoption, etc. and tried to match them with respect to the different dashboards and feasibility. I could then clearly come up with some 3 options like: creating a navigation manual, creating a video and putting add-ons in the dashboard. Now, after coming up with these idea generation process, I would work on the other steps of design thinking to provide the solution.
Insight:
Having used the design thinking approach for the first time, I was quite impressed with what kind of results turned up. I could be as empathetic as I could while trying to figure out options, and the entire idea generation and visual process created structure among chaos.
Approach:
To me, the most important aspect while trying to choose a solution would be to thoroughly analyse what was the expectancy among the target users. The managers who would be using this project were short of time and needed the most appropriate solution. Hence, the method of visually recreating the entire process was crucial. However, successful implementation of the idea formed an even more
important aspect, and consequently I would be building upon these ideas and finally make a learning launch to check feasibility and come up with that one solution
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10,208 |
Example Reflection – Mind Mapping
(Module 3)
Challenge
The design tool I have effectively used during my Management Internship at a certain firm was the Mind Mapping tool. I was expected to work in a team of three to produce a business plan for the firm for the launch of a new product. This required rigorous research on various processing methodologies to be used, marketing and branding strategies that could be used and approaching government bodies, getting grants and forming alliance with various organizations and associations. Due to involvement of a lot of tasks in the processing, marketing and legalities section of this product, a clear depiction of various tasks to be achieved and the proper order of approaching the tasks would help to develop an effective business plan at the earliest via parallel execution of tasks in the required hierarchical order.
Selection
It is always useful to visually organize and arrange information available at hand, to find relationships between them, which may otherwise be harder to spot and recognize, and to draw conclusions as to how the problems should be approached. A mind map effectively helps to achieve this by looking for patterns and insights in large quantity of data collected during exploration for current reality.
Since there were multiple processing methodologies involved for the said new product. Different methodologies required were explored accordingly and various other organizations and research bodies were approached to check for feasibility of usage of various methods to elongate the shelf life of the product. Along with this, for the commercial sale of product, various government legalities would be needed to be taken care of along with exploring possible government grants and subsidies the firm could use by associating with various co-operative societies. Alongside to the prior two broad classification of tasks, it was necessary to explore marketing and branding for the said product, its transportation and storage and other miscellaneous topics for its feasibility as a venture for the company on the long run. A mind map would help in visually aiding the hierarchical order to approach these tasks based on their respective priorities.
Application
Our team sat down to create a mind map, by using a large poster, putting sticky notes on the chart under colour codes for the three-broad classification of branches requiring major attention for the feasibility analysis of the new product: legalities, processing and marketing. Once the major primary sources in each of these categories were labelled on the chart, relationship between tasks and ordering of the tasks was done for the first layer of available data. Sub-tasks were later added to the chart under the primary tasks earlier marked and again, relationships between tasks and subtasks were identified and noted on the chart. Upon execution of the tasks, certain unidentified tasks were introduced along the way which were accordingly updated to the chart.
For the marketing section, mainly product logo design was to be made, and various creatives were designed by hand and attached to the mind map and choice of the logo led to approaching graphic designers for digital outsourcing and the cost quota was noted accordingly. Marketing means and methods were explored.
For the processing section, a lot of research done to increase the shelf life of the product, required approaching people and organizations who have previously tried those methodologies to check for its feasibility and this was done to rule out the methodologies in the mind map which could not be explored due to various reasons and this helped reduce the number of options to a few which were later explored to proceed for a cost analysis. For this stage various data collected via calls, e-mails, research both online and offline were incorporated in the chart.
For the legalities section, it was necessary to approach government bodies and recognize various grants and subsidies options that the firm could approach for the product. Concurrent working of these processes was initiated, and progress was noted.
Insight
By using the Mind Map technique, it was easy for our team to report progress to our supervisors. During weekly meetings, progress being made in the matter was to be summarized and produced. Since, there is time restriction in the Corporate world, this proved to be very helpful to summarize week long’s research and findings in the shortest possible time with maximum efficiency and clarity. It also helped us to see how much we had progressed in the three categories for the product feasibility analysis.
Approach
Mind Mapping proved to be really useful for us to track how to approach the various categories research and identify tasks and subtasks required focus based on their priority and hierarchical order of completion to ensure maximum efficiency in the shortest possible time. IT gave a clear depiction of the work involved in the product feasibility analysis and how to approach various options for the product.
An alternative to this method could be using Visualization and Learning Launch methods in combinations. While Visualization would have helped in establishing a visual representation of goals the firm wished to achieve with the product launch, its marketing strategies and logo design, it would prove less effective to connect the relation between various processes and identify interconnected tasks and sub tasks as compared to the method of Mind Mapping would. To support Visual Design with Learning Launch would help in identifying target market and approaches based on assumptions of customers thus practically putting the feasibility analysis to better use. Learning Launch would be a more practical approach for later segment of this market study to put various methodologies, associated customer selection, brand choices made to proper use to closely analyse if the product sale would be feasible for the company and the cost analysis would prove to be beneficial to breakeven positively.
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10,209 |
Reflection – Storytelling
Challenge & Selection
My company is an industrial services provider in the oil and gas and energy sector. Providing solutions that resonate with the customer needs is in the core of our business and to do so we always visit our customers when we get a business inquiry from them to hear about their specific needs, the problem they are facing and based on this feedback, we can decide which of our services is most suitable to satisfy his needs. All throughout our project cycle, we work closely with the customer so we get live feedback on our performance while providing stories of our successes with previous customers to ensure the customer of our ability to fulfil his business needs and to build positive relations with him which connects to future opportunities.
Application
We had a business inquiry from a client who owns a petrochemical plant and had a scheduled shut down for a critical part of the plant for maintenance activities. After visiting the part of the plant that was to be shut down to better understand the scope, we sat down with the client for a meeting to get more details about the difficulties they are facing to see how best we can support them.
The client was a little hesitant about hiring us so we shared a recent success story in a sister company of theirs. We explained the scope our job and how we maintained constant contact with that client which made us execute the job to the client’s satisfaction. We also shared data about our equipment and invited them to visit our company to inspect our readiness.
Insight & Approach
The client really appreciated our dedication to his cause and how relatable the story was to him. Our transparency also helped tip the scales in our favor. Throughout the project we made sure we were communicating with the client on a daily basis to tackle setbacks and challenges and their feedback at the end of the project was very positive.
This course made me put storytelling into perspective. It made me think back on those times our communication with the customer was rushed and not thorough and as a result our job performance was poor because we were not clear on the customer’s needs.
|
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10,210 |
Story telling:
Challenge:
During this period of corona. when entire state is under lockdown, I recommend my students to attend online classes, improve knowledge by joining coursera courses and NPTEL courses and improving multi tasking skills for tough competition(PBL). Many companies are retrenching their employees, those selected under campus placement are not given joining orders due to market conditions I recommend in a story telling approach to keep my students to face challenges
Selection
Online classes is the only way sitting at home ,to learn many subjects maintaining social distance and safety.Many tools are available for online classes like Zoom,google meet,MS teams,webex etc.,
Application
We recommended the students to use MS teams for online classes ,students id were created ,link sent,time table declared considering network loading of each family from 8am to 11am in morning,4 to 7pm in evening
Insight
Online classes were conducted in all subjects of department ,students were facing lot of noise problem, interference by some students,network issues,if delay happens in beginning students will take their own time to attend the class, feedback not proper,students start the course and leave in between
Approach
MS teams were paid version,can not be changed immediately ,we reported to higher officials to make provisions for attendance registration,video sharing problems,audio sharing problems if recorded in old version ,etc.,we feel now the importance of class room teaching and its effectiveness
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10,211 |
Challenge: Since March, our normal life has been in a tizzy and work/life structure has completely changed. As an individual and professional my aim was to stay at the top of my game but the environment was throwing a lot of challenges at me not just work wise but also to maintain my stability as a person. I have always been a very happy go lucky person and usually throw caution to wind when it comes to my health. However after getting quarantined twice as my teammates were tested positive for Covid-19…I realised the importance of maintaining my health and fixing my laxity to stay at top of my game. So, this innovation is not some big scale one but a very personal one, where I concentrate on my health. So, my challenge was to get fit and stay healthy. Selection: The tool I used was Mind Mapping I have tried to fix my health in the past as well and have always fallen off the bandwagon very soon or given up…it could be enrolling for a gym and hardly going there, going on a diet and then indulging in too many cheat days or just going into my shell and saying ‘I don’t care’. So, my data pool honestly was my experiences and reasons why I haven’t been able to achieve my health goals. I realised when I heard the David Kelly quote “When I'm trying to do something creative, I make a mind-map.” So, I chose this format for innovating and coming up with my own plan to fix the most important thing there is…MY HEALTH
Application: The diagram is actually my WHAT IS
WHAT
IS
No time to plan diet
Going out
and
forgetting
about regime
Lack
motivation
No workout plan/routine
As per design thinking when we map thoughts to understand our customers/colleagues to develop a common plan however here I was my own customer to whom I had to sell the idea of fitness and convince them that why this is the most important thing now and going forward. Also, one major thing was to bring upon the understanding that this aligns with every other aspect of my existence…work, personal life, success and growth. My fitness was not a standalone aspect.
Insight:
By mapping what was in my head I was able to gather insight to what was needed to overcome the issues I was dealing with. When I looked at the pointers I had listen out as part of my mind mapping session, I pondered on it and kept going back to the knowledge I had gained from my past experiences. I had failed so many times in this pursuit that it made for a huge data pool of things what I didn’t want to do. I have a pin board where I put up sticky notes about the issues and then on the other side what I will do to fix it….also put up additional notes in kitchen where I get to see them every time I am there to cook or even go to fetch water and that invokes a thought in my head. I drew these simple steps:
➢ I wanted to take small steps ➢ Keep small goals ➢ Revisit my plan everyday ➢ Reward myself ➢ Balance my diet (make notes on the kitchen wall…what I will not eat) ➢ Got application in my phone which tracks my activity, calories and weight
(quantification helps)
➢ Started doing affirmations to motivate myself (that was a key challenge)
My health
and
fitness
Makes me a better worker as I don't have to take a sick day if I
dedictae time and effort to it
Keeps me mentally happy and I can spread that to the people around
me which leads to sound
relationaships
Satisfaction in this sphere helps me
grow and makes me a succesful
being...mind, body and soul. Also leads
to my growth
➢ Enrolled for online yoga classes (as stepping out was a challenge) ➢ Engaged my mind in 1 activity every day, apart from work to feel more at peace ➢ Started reading and listening to podcasts about people’s fitness journeys and their
challenges
The tool also helped in identifying areas where I needed to involve other people to help me in this process…I managed to speak to a life coach who after seeing my thoughts managed to guide me as well. Mind mapping gave clarity to something which was always within me and only I could have fixed it.
Approach:
My journey has just started and although it has begun well, there is a long way to go. I am a better and healthier person as compared to when I started. For someone who is an over thinker who has multiple tabs open in there head, there is no better technique than mind mapping. I will choose this again because mind mapping as per me is the vital and key factor in the process of design thinking. For me mind mapping means the following:
➢ Key to determine ‘what is’ ➢ Helps in determining the patterns and insights ➢ The process of mind-mapping itself gives clarity ➢ Helps in establishing connections between where we are and where we want to be
|
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10,212 |
Sem Selector-Learning Launch
Challenge:
So, my college has a internship scheme wherein the students have to choose the semester they want to go to a company for their internship (let us name them 1 and 2). It’s a really important decision for the students as their future placement depends on this decision. Generally speaking, from the previous years’ data, the students with a comparatively less CGPA prefer going in semester 1 while students with a higher CGPA tend to prefer semester 2 for their internship. That being said, CGPA is not the only criteria for selecting semester for internship. The other one is an offshoot score (Offshoot score: The score obtained in certain specific courses). So my idea was to create an index that would help them choose there semester more efficiently.
Selection:
I was inspired by the video “Learning Launch Tool”.
What is it ?
The tool that I have selected is Learning Launch.
Learning Launch as defined in the course is a set of cheap and fast experiments that needs to be conducted with a small set of people to test the idea or hypothesis in a real marketplace with a real customer set.
Why I selected it?
Now I had to test my idea of creating an index before presenting it in front of everyone.
As it was explained in the video, I had to test whether the idea was great just in my head (that is whether I had a bias for the idea because of the fact that I came up with it) or whether it would really wow and work. My team consisted of two friends I had with me and we already came to a conclusion that this was the idea everyone wanted to go through with. Now that we know why I used this tool, lets see how it was put into action.
Application:
So, to test my idea, I had to create an MVP (Minimum Viable Product) to a particular customer set. And that particular set was my 10 friends.
So, here is how it was put into action. I created a google form that would take their CGPA, Offshoot Scores and preferred semester of the particular student and I told them that I’d mail back the Index that I created (taking 50% of CGPA and 50% of Offshoot score) along with the some charts and graphs that would help them to create a clear understanding of where they stand among the peers and hence can make a better and an informed decision as to which semester they would want to go to an internship in. Simple. Easy and Cheap. Fast to Test.
Now, what was the result? Everyone when asked about the experience, said that they loved how everything was just crystal clear to them (Where they stand, How many people were going in either semester) and told me that they wanted this to be done on a larger dataset so that the accuracy of the inputs can be improved. Now, it was the time to scale it. So, that google form (with minor tweaks) was put in front of all the students and we received 120 responses out of 150 students that were to go to internship.
Insight:
Now, what I gained after I incorporated this. Basically, how the focus should always be on solving customers’ (here students) problem (i.e. adding value to them).Next, I think how important it is to get rid of the bias that we have towards our idea by interacting with people across different streams and to understand their point of view so that they can curate the focus and the importance of coming to least argued or debated solution. Next, I’d say the importance of testing it again and again and doing it quickly and doing it at a cheap cost. Again, as he said in the video, test again and again.
Approach:
Next time, I’d like to repeat this exercise with Visualization. With the customers and with the internal team as well. The internal team will understand my thought process in a better and an effective way. And with the students (my customers here), I’d like to present them something tangible, that really gets into their head and how my product will create value for them and how it will help them create an informed decision. I’d like to narrate a story with pictures starting from the low the students feel when they are confused on how to choose their semester to a picture that depicts them using my product to the next picture where they make a better decision and hence get a Pre Placement Opportunity at their favourite company (the happiness of the customer). Hence, this would make my idea more visible and clear to everyone and that more and more can comprehend my idea.
|
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10,214 |
Challenge
The challenge was to support a big corporation to solve the problem of people who has no access to traditional banking system. The target was to find innovative solutions for those who need to access financial services but has no profile and track record to open an account in traditional banks.
We have been running a sprint to rise some ideas to solve this challenge, and them I was assigned to prepare a presentation for the board of directors, explaining the complex proposed solution and how the company and the people could benefit from the implementation of this idea.
Selection
Due to complexity of the solution and the small time that we had to present it for the board of directors, I was challenged to be very clear and accurate in the speech and the format, in a short time I would need to capture the audience attention and hearts. For this reason, we selected the story telling tool, which could allow us to spark an empathy from the audience with the problem to solve, and at the same time engage them in the complex solution that we have been designing.
Application
We decided to understand the motivation, challenges and steps that a person who has no access to financial system faces every day. We have been interviewing people in this situation, gathering data and to trying to walk in their shoes to understand the details of this challenges and the feelings involved.
After some data collected, we created a persona representing the whole crowd of the affected population mixing some of the challenges heard. Then we started to draw a journey and create a history of this person highlighting the routine, difficulties, feelings and consequences impacting this persona every day. In the end we remade the journey and how this life could be positively impacted by the implementation of the idea that we were proposing.
Insight
Telling stories creates empathy, makes the audience step in your shoes, so the strategy was very successful and made the audience understand and engage more easily in the challenge. Showing numbers with opportunities wouldn’t have the same impact as telling a nice and simple history. This tool in the design thinking is one of the most powerful for me, and now I try to use every time that I need to introduce a new idea and engage the audience.
Approach
Despite the fact that was a successful implementation, the was some critics over the profile created for this person. Indeed, it wasn’t matching so deeply with story, and the audience noted that. I realized that every detail is important to bring reality and trust for your story and must be carefully reflected. So next time I would spend more time creating and defining the profile of this person and the details of the story, to be more compelling and real.
Fernando Roversi
|
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Challenge
Storytelling is a great tool that I use all the time. I work with vulnerable populations,
developmentally disabled individuals, senior citizens, and economically
disadvantaged people. Many of these people deal with oppression and dysfunction
in every aspect of their lives, they need to be empowered and inspiration is a path to
empowerment. I spend a lot of time “opening people up” and finding ways to inspire
them to improve their circumstances. When I work with seniors, we share stories for
different reasons. Often they're lonely and are so happy to share stories of their lives
with me to connect and they find meaning in sharing these experiences as a form of
teaching and/or legacy, in a sense. With my developmentally disabled clients I share
stories of my life in order to help them visualize a state of independence, I use their
feedback against the context of my story to ascertain their goals, and sometimes we
use stories to better understand their interests and thought processes. I use this
information to develop different strategies to try and find a way that works for them to
gain more independence in the areas they find lacking in their lives.
Selection
Storytelling describes the social and cultural activity of sharing stories, sometimes
with improvisation, theatrics or embellishment. Every culture has its own stories or
narratives, which are shared as a means of entertainment, education, cultural
preservation or instilling moral values.
Application
Design thinking is a methodology for solving problems that focuses on asking
questions and listening, with empathy, to the needs of individuals and groups.
Storytelling is an “essential human activity” for sharing experiences, explaining
values, and deciding on solutions through vivid verbal and visual accounts. Can
design thinking and storytelling contribute to the research on first generation/low-
income students? I believe so and want to share some thoughts that combine these
two approaches.Storytelling is not limited to entertainment but can also be used as
an effective teaching tool in a language classroom. This study is to identify the
effects of storytelling on students’ language aspects of communication skills and to
evaluate the extent to which storytelling helps in enhancing students’ communication
skills. The findings show that storytelling has beneficial effects on reading skills by
students being able to associate meanings and emotions with words. Students also
develop their vocabulary and learn when and where to use certain words and
phrases.
Insight
Storytelling helps explain the interconnections among people in situations and
settings, teaching broad lessons that engage real human beings. Listening engages
people; and empathy is an essential and fundamental component in the
process.Stories generate questions and questions expand the breadth and depth of
stories, leading to lots of innovative thoughts and ideas. Storytelling becomes an
important tool for feedback, which is the basis of the iterative process of prototyping
that lead to solutions. Stories and prototypes are intertwined, explaining and
repositioning experiences through a multitude of potential interpretations, which
allow researchers to test new solutions before committing exclusively to a particular
policy, program, or service.
Approach
I will select another tool because I already studied more on storytelling . Next time I
wll chose Mind Mapping.I think I need to be expert in that too.
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10,216 |
Reflection – Mind Mapping
Challenge & Selection
The challenge that we faced was that exhibited by the staff of the health service, whom were one of our clients. With the many different roles and responsibilities within the health service, we wanted to create a product or tool that they could all use in order to increase the efficiency of their everyday patient diagnosing tasks. An additional complexity that we (the company) had, was that we were creating an all-in-one tool/technology product which we aimed to test out in the health service. There were various components within this tool, and we were confident that every member of the health service would find something useful in there, but we had no real assurance that they would indeed find it useful, or even use the tool.
In order to determine whether or not we were thinking on the right level regarding the problems the medical staff face on a day to day basis, we carried out the process of mind mapping. The goal was to determine exactly the problems faced by the medical staff, and to draw some sort of structure that we could then begin to tailor our solution around. This would help increase the tools usefulness and applicability to the medical staff’s problems. Mind mapping involves bringing together key stakeholders and having them visually depict (via post-it notes, drawings, scribbles of some kind) problems which are currently being faced, barriers that currently exist, mentalities that present amongst staff, etc. The process of mind mapping really helped us as a company understand the “what-is”, the problems that the staff were facing currently, and allowed us to draw some form of a structure around these problems, which increased our ability to tailor our tool/solution to be able to meet these needs of the various clusters within the health service.
Application
The process of mind mapping was carried out by bringing many different key stakeholders into a room for a full day workshop. This including senior clinicians who diagnose patients every day, senior finance decision makers who are aware of the monetary limitations regarding changing the existing technology used by clinicians, IT specialists who would be able to provide a clearer picture on the IT limitations regarding a new proposed solution. All in all there were approximately 15 people present in the workshop.
The workshop began by thanking each of the stakeholders for their time and then to remind them why they were all there, and the problem that we (as a company) were trying to solve within the health service. This gave context to each of the stakeholders and would help guide them in their thinking for the remainder of the workshop. We then broke everyone up into 2 separate groups of 6- 7 people, with members of the company standing back and observing the discussions as they were occurring. Each group was asked to draw or write on the walls (not actually on the walls themselves but on a whiteboard material we had places on the walls) the problems that they currently were having in their everyday diagnosis of patients. After approximately 15-20 minutes of discussions, we asked both teams to relay the information to the full group to see if there was a general consensus, and also to allow discussion on any discrepancies or disagreements on the problem definitions. After this discussion we (the company) identified several provisional clusters that seemed present in both groups and we asked for feedback and agreement on these clusters. At this stage we had already gained a lot of additional knowledge on the current state of the health service and problems they face everyday.
Prior to attending the workshop, based on the limited knowledge we had of the issues that were likely going to arise during the workshop, we drew up a diagram or simulation of the existing system,
as we saw it. This contained details including, key members of staff, key facilities, key decisions that had to be made daily etc. During the workshop, we showed this diagram to the key stakeholders and after drawing this up on the wall for them, we then broke them into groups again and asked them to label (using post-its) any comments or criticisms they had with our view on the problem. This level of feedback allowed us to greatly alter our simulation model and increased its usefulness moving into the next stage of the process, the “what-if” stage.
Insight & Approach
What I have learned from conducting this mind-mapping exercise is that it was the single most useful part of the design thinking process for me personally, in allowing me to understand the problems faced by the key stakeholders and my general understanding of the current state of affairs for each of the clinicians. I believe every member from the company that was present during the workshop would all agree that this mind mapping exercise allowed us all to have a shared insight into the problem and would, along with the visual mind maps generated, greatly help us to identify potential what-if scenarios moving forward. This would allow us to tailor our software solution to potentially meet the needs of the health care professionals.
Moving forward in my career, this exercise has made me greatly appreciate the process of mind mapping, and the need to carry out this exercise as early as possible in the lifespan of a project. Retrospectively I believe that the company drawing up a potential solution to a problem they do not fully understand, prior to the mind mapping exercise is an inefficient management of resources, and I would be keen to push mind mapping as an exercise to carry out much earlier, in any projects I am involved in moving forward. Within healthcare, for such a complex problem, I would actually aim to hold several mind mapping exercises, with each workshop building on the shared understanding and learning gained from the previous workshop. Furthermore, moving forward, and looking again at the healthcare problem, I believe in order to strengthen the benefit gained from the mind mapping exercise, we should also carry out ethnographys, from each of the senior clinical stakeholders prior to the mind mapping exercise, and then ask for general feedback from the group in the workshop. This would allow us as a company to gain a better understand of current problems sooner, and would help us prepare better for a mind mapping workshop.
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10,219 |
Reflection - Visualization in Automated Customer Experience
Challenge and Selection
Our company provides an automation first support and marketing platform. Our clients rely on our consulting team for actionable insights that will improve their customer experience. Clientele range across vertical and scale, our biggest challenge is proving meaningful ROI on contract expansions. The current measurements of value add we provide are high level, clients would like to see us drill down into more granular segments. With such a broad range of clients, it is difficult to determine exactly what interactions bring the most value as they each have their own unique ideas about what is most important.
As a part of the exercise of defining “valuable interactions”, we opted to collect a copious amount of feedback from our client base. We leveraged our consultant’s relationships with our clients to have candid and empathetic conversations regarding the value add metrics they’d like to extract.
Our next step was to make a decision on how to segment all the information we would collect. We decided to start with a more general segmentation of the data that would look at the overarching themes to help us identify and define our client’s needs.
To help us synthesize all the information we had collected, we opted to use a Visualization board as a tool since it would help us best understand, interpret and represent our client’s wishes.
Application
We leveraged a virtual sticky note board to collect all the information. To kick this project off, we asked each consultant to write down the client feedback they had received - 1 idea per card - and add it to our “idea generation” board. Consultants had 1 week to complete this activity.
We were then tasked with sifting through the data our client-facing team had collected. For this, we created a diverse internal cross-functional working group consisting of client-facing consultants, product, marketing and data analytics team members.
The next step was to task this internal team with identifying themes and patterns from the information collected. To do this, we divided the group into three groups of five and asked each
team to identify themes and sort the sticky notes to the corresponding theme. Each group was allotted 45 minutes to complete this. We reconvened for a 1H session to discuss overlapping themes, groupings of the sticky notes and outliers.
From there, we created a Kanban board to establish prioritization of the themes identified by our stakeholders. We asked each member of our client-facing team to review the board and upvote the themes that were most important to them and their clients. Client-facing teams had 1 week to complete this activity.
This provided us with insight into which areas we needed to focus on as a P1, P2, P3 and P4. Using this prioritization scale, our stakeholders met again to identify the design criteria required for our P1 themes. We leveraged our ICP (ideal customer persona) to establish the design criteria for each theme, this helped us to evaluate what the user/client need was and their expected insight (problem and solution).
This exercise allowed us to surface themes that drive the most valuable measure of interactions from the perspective of our clients. We were able to generate validated insights which we passed along to our Product team who in turn, produced actionable goals to move the needle.
Insight and Approach
VOC (voice of customer) is critical to product development. Our ability to leverage our first-in-class client-facing team to provide direct VOC statements allowed us to ensure we were focusing our efforts on what was most important. Furthermore, emphasizing to our clients that not only was their feedback acknowledged but actually put into action helped us solidify our client’s trust. Our ability to empathize with our clients was key to the success of this project.
Key improvements we could make going forward would be to create a focus group for the prioritization of the identified themes. Asking all client-facing teams to contribute to upvoting made for a lengthy process, in addition, not all individuals contributed with only ~40% of client-facing team members participating. By creating a focus group with a diverse sampling of our client-facing teams we could have reduced the turnaround time.
Overall, the visualization process was integral to us truly understanding the need of our clients and not making generalizations based on the opinions of a few client-facing/internal stakeholders. Our organization will continue to use design thinking approaches to innovate on our product whenever possible.
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10,220 |
Reflection: Mobile Money for the Unbanked-Storytelling
Challenge & Selection
I’m working on a project that increases economic development in rural areas with little or null access to banking services. The current solutions focus only on two things: the funds to be intended to social programs and the way they are delivered.
What is this about? Well, they define the problem in a context that eliminates the opportunities for innovation. They attack the problem in a general way, assuming total certainty and prediction based on statistical data without exploring the details and characteristics of the persons In these communities, for example, giving money cards in areas where there is not access to services where they can be used, and providing food or money in areas far awy from these communities, ignoring the transportation, time and security challenges faced by these people when receiving support.
The person who helps one of my partners cleaning his house has shared with us the long and complicated process that her mom faces triyng to receive these socials programs. With the history of her mom plus histories shared by other persons that have knowledge of this situation we have design a solution to develop an economic growth, and bring closer financial services into these zones.
Application The first time we presented the solution we were focusing presenting the problem, the proposed solution and the impact of this in the lives of these people. Altought we did’t communicate a story, we empathically connected the board members with the problem using an ethnographic categorization and theorizing the results based on a similar solution applied in Africa where is a success.
On the other hand, during the last presentation that we had with executives of another company the results were different. We repeated the same formula that had previously given us success, but we failed to communicate the problem and therefore the impact of the solution.
When we explained the scheme operation, they argued the use of electronic wallets that requires a card to operate as a better solution. The presentation has turned into a debate looking for defend their ideas rather than a business/solution presentation.
We tried to make them see the problem with a focus on the needs of the person and problems of infrastructure and lack of banking services that they experienced in their communities, to which they argued with statistical and market data, for example the extension of cellular LTE Coverage to National level, among others. In this way all his answers and arguments to the problem were based on "big ideas" and market research data of the current situation.
After all this, we have seen the need to create a story that communicates emphatic the situation of the people and the problems they face. Insight & Approach Applying the storytelling tool, the team has managed to create a story based on the experience shared by Paolina, the girl who helps my partner cleaning his home, to see the challenges that her mom faces when using these social programs. We have tried to build a StoryTelling based on the following points:
Non-articulated needs of people.
Using statistical information+results information from our investigation of the problem (interviews, visualizing the problem) and then connect them with with the protagonist.
Explain the current situation / problem based in the emotional connection (empathy)
Create moments of reflection through questions and suspense between them.
The stresses that ignore the problem implies for the company.
Communicate the strategy involved in the situation.
The HardFact of the story is based on the challenges of the protagonist of the story and not just in fixed data provides by reports/ market research.
“She is Maria, a housewife with two small children who lives in the town of Zilacayotl, Municipality of Acatepec, Guerrero, Mexico. Zilacayotl is a town far away from the big cities, where there is not internet, there is not 4G data, not many institutions or banking services. Maria receives social programs support from the government, such as food and money .... However, making use of them is not an easy task. Apetzuca, a town that is 4 hours from her house, is the closest town where social programs are distributed. She has to leave her childrens alone all day to move to Apetzuca, she has to leave very early from her home because the bus that goes there leaves at 7AM and each new bus takes two hours to pass again. Maria leaves her house in the morning, motivated by not losing the bus and arriving as soon as possible to Apetzuca, to neglect minimum her childrens and her home. The bus cost is not cheap, the round trip is almost the same what she spend on the full food of one day. After arriving in Apetzuca and standing waiting for 2 hours under the sun's rays, Maria achieves to receive the food and economic support from the government, now she can take the bus back home. However Maria knows that she still has the risk of being assaulted in the truck as it happened last time.
Maria arrives at her home in the afternoon, fortunately there wasn’t any assault or accident in her way. His childrens are crying and ask her for food, because they haven’t ate anyting. Maria is tired but she put the fire to cook something of the new food aid that was given to him and later she is going to wash and to iron all the clothes that have pending as part of its work. Is fair that receiving help implies neglecting your home, children and other activities? How is possible that we still allow localities and people staying disconnected from the world today, being leaders in networks and connectivity? (Question for the executive board members of the company) Just like the case of Maria, only 57% of the municipalities in Mexico have access to financial services ... what about the other 43%? Are they forgotten places where more families, including men and women, face the same challenges as Maria? Let's go back to Maria, every month her husband sends remittances to her and her children. María againg has to travel form Apetzuca to other more far way place: the municipality of Tlatlahuque, Guerrero which is 1 hour and 45 minutes from Acatepec. Tlatlahuaque is the nearest municipality where you can find a bank and take remittances. The same story is repeated, alone childrens at home, risk of assault on bus, long journey times and this time high commissions charged by the bank, taking away a good portion of the remittances sent to Maria. Simply the payment of $ 20 trillion USD in remittance commissions and $ 10.6 trillion in G2P transaction commissions (Goverment to person) and P2P (Person to person). Again, why can’t we connect this forgotten sector to banking services? Is the little social valuation that we give to these types of places and people or is the inexistence of a business model that suits this type of scheme? Imagine that Maria only had to go once in her life to Tlatlahuaque to create a bank account ... imagine that she could make use of the social programs, and the money she receives from remittances by simply presenting her finger in the stores near her locality. Can we hack the existing system? Of course, economic development from inside to outside in these communities, no longer long travel times, no more assault risks, no high commissions form remittances, no forgotten areas disconnected from the world today. Imagine DineroMovil.” I liked this course, Thanks. Pablo Garcia.
|
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10,224 |
The tool I am choosing for the assignment is Visualization
Challenge: Take-over of our company by a Big Four.
It was in September of 2006 when the COO of my previous company took me into confidence and informed that one of the Big 4’s is prospecting the possibility to acquire the business unit with which I was associated. I was leading the HR function however due to the fact that I the most tenured employee and lots of institutional knowledge rested with me and therefore I was to front end the transaction at business unit level.
I understood that I will be working with multiple stake holders, internal and external and transaction will get complex as it heads towards finish line. I had never been part of M&A activity and hence everything was new. I knew from beginning that I need to have a very clear picture about how the transaction will proceed. I call it mental picture. I started with simple board work. Putting the larger picture on board.
1) Due diligence process. 2) Internal stake holders. 3) External stake holders. 4) Communication.
To compound the challenge, I had to work in complete secrecy as per signed terms and conditions. I had to gather all relevant information, data points from various other functions within the organization without raising any alarm. A tough ask if you are not creative in your approach.
I visualized the entire transaction with what will happen over the next 5 months. Month by month. This visualization helped me putting up a micro level plan in action.
1) BU level finance details. 2) Asset details. 3) HR details. 4) MSA with existing clients. 5) Infrastructure details.
This micro level plan helped me stay ahead of the curve and be ready with most of the information/data points I will be asked for. I was able to provide raw and processed information no sooner than it was asked for. This helped in expediting the process and in building confidence for the acquirer. The visualization which helped me in keeping information and data points ready also helped me providing run time information.
Post finalization of the deal I was got tightly integrated with the acquirer. Again visualization helped me laying a timeline wise plan which led to seamless cutover. My visualization was around:
1) Breaking the news on the floor. 2) Introduction of key members of acquiring team with the members of team that got acquired. 3) Distribution of offer letters.
4) Acceptance of offer letter. (100% retention of staff) 5) Induction of employees who had cutover to the new company. 6) Final cutover.
Had it not been for visualization It would have been a gargantuan task for me successfully complete the entire transaction.
|
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10,225 |
Design Thinking for Innovation
Peer-graded Assignment Reflection: Learning Launch
Elena Chernov
Challenge & Selection
I have a customer in the consumer goods industry that needed to solve a communication gap with their manufacturing workforce. They explored an opportunity to leverage mobile app technology to send work related content such as plant closures, overtime commitment reminders and plant events to their 3000+ non-technical employees. They determined that they would build a Minimum Viable Product (MVP) application for both Android and IOS mobile devices. It was determined through ethnographic research that the workforce had a mix of personal device types, devices varied in age and operating system versions, and simple applications were preferred over applications with too many layers. Additionally, the staff is non-technical and would need assistance with loading the app on their devices. My team selected a Learning Launch which is a small experimental test to determine if the idea was viable in the marketplace or an internal user base, in this challenge. This tool was a good fit for an experimental mobile app that was 70% complete with an unknown potential adoption rate. What my customer assumed to be true was that the workforce would be interested in receiving work related content quickly and conveniently through their personal mobile devices. As indicated by Walton in his video, my customer had the need to confirm or disconfirm their assumptions which would save them money and time spent on developing a full mobile app. Similar to the trade show Learning Launch for IBM, our team gathered information on additional key factors that would inform the application content, preferred deployment process and understand any risk or challenges that had not been discovered to date during the project.
Application
It was agreed upon to roll out the mobile application to one selected manufacturing plant for a (90) day period. The application would be deployed in the first two weeks of the learning launch using a mix of trained contract employees and app team members. A communication plan started 30 days in advance to notify the employees of the application pilot and invited them to try the test application. The team equipped with launch materials set up tables at multiple “high traffic” locations in the plant for visibility. On day one of the pilot, all team members deployed the application while other team members watched how the employees reacted, documented any challenges in the deployment process and questions that were asked by the employees. Observations were collected after each of the three shifts for a brief discussion the next morning. Pivots in deployment processes or explanations of how the application would be used were done regularly throughout the first two weeks. For instance, the use of company Wi-Fi was not in scope but the use of personal data became a concern to many pilot users. After a review with leadership, company Wi-Fi access was opened up to the pilot users which drove more adopters, but started the discussion on new governance usage policies, and the need to review possible expansion of the Wi-Fi system to include new wireless access points to improve coverage. A technical concern that became a barrier to adoption was the employees concern over “Big Brother” on their personal devices. Several questions arose over the concern of tracking and use of location services
at the plant and home which were not part of the application but required explanation. All of these concerns would have to be addressed prior to a roll out to the entire manufacturing team nationwide.
The launch was so effective at collecting issues surrounding the use of personal devices, that a second Learning Launch was added at the half-way point. The team needed to limit the operating system versions and size of the phones that they could deploy the application on in order to provide the best customer experience when using the application during the pilot. The new launch deployed strategically placed company shared iPads that had the mobile application already loaded on the device. Employee sign-ins and content utilization rates for both device types were collected to determine if one, both or none would be in the final solution at the end of the Learning Launch events.
Insight
What was gained from both Learning Launch events greatly impacted the client considering the application as a means to provide corporate driven communications to the plant employees. All the data collected through the mobile app usage, in-person engagement and deployment challenges the team faced was aggregated and reviewed to see what worked. Key implementation and support factors were uncovered during the launch deployment process that would relegate the Apple or Android minimum device specifications. It was also determined that acceptable use polices for Wi-Fi and shared devices would need to be drafted and approved through senior leadership and legal. Adding more coverage to the plants existing Wi-Fi infrastructure was a hidden cost that would require a new project and a new budget to ensure high workforce adoption rate and alleviate the employees concern of depleting their own data packages. The Design Thinking Framework provided an understanding of ways that could have been used to uncover some of the basic concerns over how the mobile application would be used by the company from a user perspective, a design tool such as Journey Mapping during the ‘What is’ stage could have driven out better interaction points to include the concern for data usage and company Wi-Fi constraints in the plant. Many assumptions by the company were confirmed, but the newly uncovered challenges at this stage provided invaluable insight that could be reviewed to pivot at a savings to a full deployment of a mobile application that would require re-work and a poor customer experience with their employees.
Approach
If faced with a similar challenge, I would use a Learning Launch again with the Journey Mapping design tool. With Journey Mapping I would hope to gain insights on how they would use it during their day in the plant and what is/could be of concern while using the application. As a non-technical person, would I understand that it would not track my location if the services were not turned on in my settings? I believe there were several opportunities that could have aided in the preparation of the app team and educated the pilot base prior to the Learning Launch event. The Learning Launch is still the right choice in this scenario. The employee/app team touch points were both enlightening and provided additional feedback for alternative tools that the employees were looking for in the future – new ideas/new opportunity to ‘WoW’.
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10,226 |
STORYTELLING
Challenge and Selection:
Storytelling is a very effective tool. By this tool we can share our experiences, thoughts, some ideas with people easily. It’s the better way to bring positive attitude among the people from different backgrounds. I work with many schools, colleges, NGOs working for women empowerment, child betterment, underprivileged people, parentless children and for corporate offices too. I share different stories with different groups of people. So, I need to observe the surrounding carefully. I should be aware of what’s going on outside. Storytelling is a conversation between me and the listeners so by interacting with the people I get some idea about the attitude of people, their difficulties so that I can help them in improving them.
Application:
My stories are different for different types of groups. I always try to tell the stories to people so that they will inspire or motivate. I always try to inculcate the new beginning for them. For example, I tell story of my life or my friends who were facing some difficulties in growing up as a girl and how we overcame the situation to the women or children. I tell stories of independent women to the backward women. I tell stories of great people to the parentless children. I tell stories of freedom fighters, or the people who fought for their rights to the underprivileged people so that they find the ways of better survival. For corporate offices they have different problems so I have to work accordingly. While telling stories to kids, I always try to plunge my audience into the action so that they don’t feel bored.
Insight and Approach:
Storytelling for me is a learning something new from each session. I remember one incident, I finished my session for the special children, a little girl came to me and started talking to me like we are friends from many years. We had a great time with each other, then her teacher told me that she hasn’t talked to anybody like this ever. It’s the good improvement about her. This is one of the incidents and those incidents are the source of motivation for me to do my work enthusiastically. Another incident is I gave many sessions to schools and colleges, corporate offices near Delhi. And every time I mentioned the name of a beautiful village which wasn’t actually well known but is the amazing place.
After 6 months when I went to that village again, I saw a great change means now that became a tourist place, the people from that village got new sources of income.
From every session I am also learning lot many things from different kinds of people. Also, this course helped me to improve myself.
|
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10,227 |
Page 1 of 2
Module adopted > Story Telling:
Heading:
Senior Citizen Clinical Services
Define Situation:
• This relates to the problems faced by the Senior Citizen, In India, for all those born
around 1960s – Age ranges from 50 to 70 years of age.
• Most of the Senior citizens, residing in the rural areas or below the poverty line, do
not have the idea of saving funds / money for themselves.
• They only look towards providing better options to their kids for education and
also for the standard of living.
• Basically, all the senior citizens are born and bought up in a reserved introverted
cultural inhibition where they do not discuss they problems, financial including their sex related problems.
Define Services:
• I happened to be the Administrative Manager / Head of a Senior Citizen Medical
Out Patient Clinic, in Hyderabad – A.P. State in India.
• I need to organize a General Clinic with a professionally experienced doctor, to
diagnose and treat all the senior citizen including providing them with free medicines, Especially the Chronic ailments like Diabetes – B.P. – Arthritis etc.
Define Problem and Identification:
• In spite of regular treatment for almost a month, I could not see any marginal
improvement in their health.
• I could after a continued observation and communication with them, I could see
that they were not happy. I found them most of them had a mentally not happy.
• Major Problems identified in a family were:
o Husband & Wife – Sex Related o Father & Son / Daughter in Law - Financial
There is a need to counsel them psychologically and try solve their problems.
Strategic Involvement Plan:
• Being in contact with them personally, I started talking with them, in a personalized
isolated room, for all discussions to be confidential, without any recording, to make them comfortable.
• Initially I had taught them an easy way of meditation – Where in they need to only
concentrate only on deep & Slow Breathing for the count of 50 initially – Then to 100 breathing.
• I started providing them with suggestions to go about.
Positive Feedbacks:
• Within a span of 20/30 days, I could see them coming back to me with good results.
• I could see the happiness in their face while expressing their appreciativeness helping
them with their problems.
• In addition, they started getting their friends and relatives for treatments of all ages,
less than 50 years and we had to accommodate them as well.
Medical Positive Feedback:
Even doctors treating them had shown in their report, that psychological counselling had reduced the ailments dramatically even up to 50% and doctors felt happier treating them.
Conclusion:
• We feel proud to have made it mandatory in all our clinics to have an essential
counseling rooms to talk to all the patients.
• We called the doctors as Service Providers, while the Patience Beneficiaries.
|
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10,228 |
Reflection- Visualization:
Challenge: As I’m the student president of my undergrad school, it requires a lot of understanding and empathy for your fellow mates. To clearly understand what problems they are facing and discovering the real essence of “What Is?”. As verbal conversations where not that useful and appealing we had to find a way to communicate better.
Selection: There can’t be a better tool than Visualization to this problem. Picturizing what they exactly had in their minds and defining clearly what they think and what improvement they need, it was crucial for them to understand their own thought process.
Application: Application part of this exercise, held in a small conversation room with the representatives of each classes. According to the problems and suggestions they had in mind, I asked them to portray their thoughts in a sheet of paper with any kinds of drawings or pictorial representation. They were allowed to draw anything they felt that would make a change without thinking of the possibilities.
Insight: At the end of the session, all the drawing were put up on the board and using the mindmap tool, we tried to find out the major problems for the proposal to the board for the change. After suggesting the problem they faced, the board looked into the problems and took the necessary actions. That brought a great change in the learning environment and both the management and students were enthusiastic about the learning process and as the result it led to the growth of institution.
Approach: We can further enhance the experience by using journey mapping tool for the deeper understanding and discovering the blindspots.
|
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10,232 |
Reflection – Storytelling
Challenge & Selection
Storytelling is an innovative tool that helps depict real life problems in a much more understandable way . India has a huge population : Young and Old , and economically self reliant & disadvantaged people , job and jobless. Many of these people deal with depression and fatigue everyday, they need to be empowered and motivated , so they continue to work with satisfaction . During this , COVID pandemic , I spend a lot of time “opening people up” and finding ways to inspire them to improve their circumstances. When I interact with these people , we share stories and life experiences . Often they're not lonely and have a family behind them . Yet ,increasing unemloyment &economy slowdown often leads to loss of job , reduced salaries or extra workload . I use their feedback against the context of my story to ascertain their goals, and sometimes we use stories to better understand their interests and thought processes. I use this information to develop different strategies to try and find a way that works for them to gain more independence in the areas they find lacking in their lives. These people belonging to lower economic classes of the society often fail to understand the technical terms , but often relate to the Stories of others.
Application
I would like to grab the opportunity to share my experience of story telling . While discussing about a new project in the organisation ,I was trying to explain to panel
the benefits of taking a more user friendly approach,making technology more accesible and adjusting to the current pandemic situation and valuing it as an opportunity . I was also explaining how sometimes handling a tense situation wisely could bring good profits , even if it seems extreme or out of the ordinary. I told a story about when on a Sunday evening my maid’s son dropped by our house , complaining and crying how he had lost his job amidst the pandemic. He was devastated , he was under tremendous strees and uncertanity . as to how will he support his family financially.The iPad on the sofa besides , made me recollect the story of Steve Jobs. I told him how Steve Jobs wEas fired from his very own company , and how he paved his own way back to the company. I advised the Young man to work hard on his skills , a ray of hope was then visibe on his face.
Insight & Approach
Win a No Win situation by rewritting the rules. He enrolled for a online computer class ,and worked hard to complete the certification .This worked really well. He really needed individual attention for that brief time, and he ended up with that and a true support. He was no longer worried about his job ,or his family .Aweek back , when I met him in the grocery store , he no longer wore those dirty factory clothes . Waving his hand , with a huge smile the guy in the shiny corporate outfit said , “Got a job as Salesman , twice the salary !” So I told this story to the panel, and I think it had a big impact on people there. The suggestions were considered and will be undergoing testing soon . Sometimes a little
story can do a lot of good. The course has helped me realise an entirely new outlook towards problems in day to day life !
|
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10,234 |
Challenge and Selection
I had a major drawback in my lifestyle as I couldn’t wake up early in the morning. My alarm rings continuously but I have a bad habit of laziness and therefore, I always put my alarm on snooze mode. Due to this reason, my whole schedule is affected and my health indirectly gets affected. I then, understood and observed that this is not only my problem as an individual but there are many others who have a difficulty in waking up early in the morning. I used the visualisation tool to analyse the data on the behaviour of people and how their lifestyle is getting affected. This became one of my biggest challenges and being an software developer, I wanted to develop an application that can address these problems at large scale by having face to face conversations with the people regarding their problem and analysed the useful insights of this grave issue that this problem mainly triggers people of the age group of 15- 50 years who become independent and self-sufficient since the children below 15 years can woke up by some physical or external force.
Application
I first followed the first step of design thinking of what is analysis that is, collection of useful insights of data from the external environment. I analysed how this problem is spread among large scale and what changes have caused in the lifestyle of the people. Then I moved to the next step that is what if analysis i.e generating ideas of tackling this problem. In this stage, the brainstorming was required to think beyond the limit. I started to think how can a person can wake up without the use of mobile phones , or alarm clocks. I visualised with a group of my team and took their suggestions and ideas. This was the stage where the visualisation took place of many thinkers and they came up with some good ideas. One viewed a generation of a mobile app in which a person would ring the bell of the house, other viewed of increasing the intensity of sound of alarm, or connecting different smartphones to create unison of sound. One member came up with an amazing idea that a person who sets an alarm will select the nearest person who will be called in the morning as a wake up call so that he or she could assist you to wake up. The app will also provide the connection of all the music devices in the house and would create a unison of sound. We called this app GetGoing which provided these two options Then we compared this idea and its application in the reality where the product was experimented among different group of people who varies in the age group. Learning launch as a tool of design thinking was used by our team to extract the views and opinions of the potential customers regarding the new application. We received a good response from the customers and this application was again tested among the group of experts of innovative thinkers.
Insights and Approach
This experience was immeasurable as I learned how this app could be billion dollar idea and if it is not successful enough then it could be kept as an inventory or can be modified enough to become a good idea which would create value for the customers. We majorly used the learning launch tool which are the tools of deign thinking and innovation and this has helped me to develop the product according to the needs of the customers. There was more than one insights while developing the product as I recognized that the product giving two options will help both
the youngsters and the senior citizens in waking up early in the morning. The first option in the product will help the senior citizens to wake up as they would be assisted by the other members in the family and the second option in the product will help the youngsters to wake up as they would be infused and motivated in waking up in the morning. This product will address the problems of people who are classified into their age groups.
Next time, I would use various other tools of design thinking for creating a prototype of the product before launching the actual product although the product is creating a good response in the market. This would avoid glitches and failures of ideas.
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] |
10,236 |
Reflection – Learning Launch I do not have a challenge where I can apply this new knowledge on “live” at this time so I will describe a challenge which I had before attending “Design Thinking for Innovation” course and do a retrospective that, based on the knowledge gained from the course. Challenge: COVID-19 struck in February 2020 and there where a lock down and requirements for social distancing at our company, just as in most other places. As time passed, we started to think about how the returning to the office might be – would it be safe, how many people could be at one location, how do we ensure that we could return to office in a safe way and maintain social distance. My team, a group of eight people, was involved in the task to find a way to do this. Could we create something that will help us plan the return in a safe way? Selection: The group I work in is an innovation lab which do experiments with new technologies yet used within our company. We are familiar with and using all the four tools or methods mentioned in the assignment - Visualization, Storytelling, Mind mapping and Learning Launch (we use the term pilot at our company). For this challenge we used mostly Visualization and Learning Launch1. We use Visualization as one way to create greater understanding of the subject area and drill down into details, but in this reflection I will only describe the way we used Learning Launch. The development of the experiment was limited to my group’s resources, so we needed a way to continuously validate, further develop or freeze the experiment. Learning Launch was a way for us to be able to use scarce resources effectively. We needed users, which had limited time, to test our prototype to enable us to quickly gain new knowledge and iterate the idea to see if it worked. Application: The approach we came up with after an initial ideation was to create a custom iPhone app. As we work with fast experiments, we needed to test what functionality works for the users and what doesn’t. We also needed to evaluate the technology solution. We created a prototype within two weeks together with our stakeholder’s - workplace related services and HR. We started a number of short continuous learning launches. The first learning launch was based on an app where the users should check in manually and the app visualised presence in the building. The prototype was more of a walking skeleton with few features and we deployed the app to selected people in our vicinity. After looking at the result and usage we soon realized that manual check-in was not the way to go – it was not a user-friendly solution, the users forgot or didn’t check in and out - but the idea with an app was still possible to further explore, so we needed automation. As my group had existed for a couple of years, and had done quite a few technical experiments, we looked back and one of the experiments related to near field sensors. That experiment had been frozen, but we decided to return to it and try the technology for this challenge. In the next learning launch we had implemented sensors which the app could register to a database though an API.
1 Learning Launch Tool (https://www.coursera.org/learn/uva-darden-design-thinking-innovation/lecture/F04r6/learning-launch-tool)
We had selected a few users on different office floors in the building. The users would automatically be checked in while passing a sensor. We tried different kinds of sensors and after feedback and looking at the results we found a way to designing a technical solution with IoT beacons. The test became more effective because the users did not have to spend time testing, just carry around their phone. We also learned that we had to put additional check-out sensors in certain common places that people used to leave the office space to keep correct counting. During the third learning and final learning launch we gained feedback from users that a planning tool also was needed. So, we created the possibility to pre-schedule planned presence in the office building for up to two weeks, enabling users to see planned presence and decide if it was appropriate to go to an office space a specific time. The final app was implemented on all our colleagues work phones and is in use since late 2020. Insight: Learning launches - pilots2 as we call them, are very useful to try different experiments on real users and other stakeholders. In the course I gained a more comprehensive view of Learning Launches, at the time I hadn’t attended this course but appreciated the method as we used it. Now I’m realizing what potential strength this tool has, especially in combination with the other tools mentioned in the course. Parts that we didn’t use - such as metrics during the learning launches would be really useful. To ask questions like “Under what circumstances would this be a bad idea”, “Will the customer buy this?” etc. could be really valuable. I think we had some of the parts as mentioned in the course, we learned and iterated to create a solution that could meet the goal, we did it through small, fast experiments and a fail-fast approach and evaluated if we should continue or drop the experiment. Approach: Looking back, I realize we already used lots of tools and methods within design thinking but in a more ad-hoc manner rather than as a flow. I think that the way design thinking works is a well thought context of things, that by themselves are useful, but when used together makes greater impact. I would definitely use term Learning Launch going forward instead of pilot, but with the knowledge gained now I will do them more structured and well thought out – not in an ad-hoc manner. This goes for the other tools within design thinking as well. I have used visualization, describing the challenge, created customer journeys etc. I have used storytelling to sell ideas or explaining - but I have not made a challenge into a cause, that is new to me and I find it extremely powerful and useful to drive change and gain insights. I will definitely use design thinking and add the knowledge in this course to the tools going forward.
2 The term pilot according to the course is more of a go-no go decision (“We prefer the term learning launch to the term pilot”, IBM Story 10.38)
|
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10,237 |
I am an IB student, and I take Design Technology at higher level. My course expects us to design an innovative product that satisfies the target user. Personally, this was very challenging for me because it was my first time researching the market and finding an area in a niche market which needs improvement. Once I established an area that I can improve, I started to research specific products that were already in the market. My goal was to find a product on the market that I can improve. This was challenging, because I did not know what a consumer would ask from a potential product that they would buy. During the process of coming up with design ideas, I tried to use the knowledge I learnt from design thinking course. The instant tool that came up to my mind was visualization. Visualization is a design thinking tool that people use to communicate their ideas. We think about possibilities that we haven't yet seen. It allows us to to think in a nonverbal way. As well as accessing parts of our brain to be more creative. I selected this tool because I was struggling to come up with possible demands that the audience may ask from the design ideas I had. I knew my target audience, and I had an identified problem, however my lack of experience in product design, did not allow me to think creatively to come up with possible manufacturing mistakes and audience demands. Even though it was a difficult journey for me, I always tried to make up scenarios in my head. For example, I created a persona and identified the character’s problem and why they would need my product. This was very helpful for me, because it brought purpose to my product idea. Then I started visually thinking about the places where my product could be used. This was helpful in the sense of planning the aesthetics of the product. Because my target audience was children who are between 4-9. This made me realize that the product should not be heavy and should be portable. Next time I will also include storytelling tool. I think it is important to identify the personae and anti-personae in order to create a successful product. Using the storytelling tool would allow the audience to have an emotional connection and have a larger purpose. A good story, is designed for the target audience. It may not connect to everyone, and not always make sense to everyone, because it specifically target the audience. Using storytelling technique would allow the audience to connect to the product using ethos. It would direct their emotions and ideologies. I believe that creating a product that specifically applies to the needs and wishes of the target audience would increase the success of the design in long term.
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10,238 |
Storytelling&Mind Mapping
Challenge: I’m a member of IT department in a big company. My team provides a product service for internal clients. The service scope includes a lot of different aspects of business values. Providing of the completed service in 10 days is our daily challenge. Every day we need to decide how to perform all task for each stakeholder. In the same time, we have to reduce communication with stakeholders if possible. Selection&Application: Commonly I’m using the Storytelling with new team members. This is a good way for shared vision creation. It allows to keep good quality of the service. There is a case of Storytelling in my experience, this helps to solve some difficult cases for our service. Sometimes solution we accepted is not clear enough, engineers may try to shirk their responsibility out. In such case I use a story from similar experience of previous products. It’s really helps to involve people to solving issues. They can increase their motivation also when listen the story. From other side we have to improve our service every day. We use the Mind Mapping Tool for this purpose. The “What if?” methodology helps us to speed up our work. Firstly, each team member performs only a part of common service tread. As a result we unit all the parts together. We were losing a lot of time between unification each with other. One day I’ve thought “what if?” Can we use the way, where each engineer will perform all parts of service tread and will provide complete service for a stakeholder? Will it be more difficult for all members from both side of service? Will be it more interesting? Is it really possible for us? Insight&Approach: We had tried different options to combine our activity for a long time. And we have this opportunity now. We can provide full service to our stakeholders by just one assigned engineer. It was a good workflow changing. And we save a lot of time when don’ t change assigned in particular tread of our service in a release. This course allows me to see how the design thinking tools can be applied to different products and processes. I think we will use the Learning Launch Tool in the nearest future for new changing of our service.
|
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10,244 |
Challenge: I am working as COO with a Telecom Infrastructure company, in the state of West Bengal in the East side of India. This part of India is prone to inclement weather for large part of the year almost 8- 9 months. The Field force or the Technicians that mange our 11000 cell sites, spread over a large area, 90 Thousand Sq. Kilometers. It is a hard task, as our customer the “Telecom Service Providers” are sensitive to outages and the end consumers, who want to be connected to Mobile Network always. The biggest issue is the power supply which disappears as soon as rain starts, and we must keep running the network with DGs and Batteries. Fuel replenishment also is major task due to long power cuts and road blockages, uprooting of trees, bad terrain etc. This leads to burn out, exhaustion and safety risk above all.
Each Year after the weather settle downs, we use to randomly select good performers based on output parameters and conduct some award ceremony and handover few gifts.
The Challenge is to Keep the Field Force motivated and also ensure Safety these people who have to face all kind of adversity to keep the Mobile Network up and running 24*7, 365 days an year.
Selection: We did ethnographic analysis and used journey mapping tools to gather data, finally understood that there was lack of sense of belonging to the organization overall and all the communication that was originating from Top was lost in the journey almost completely. They doubted the intent of organization being really concerned about their safety, and felt organization was only using them to keep the network running. We finally selected” Story Telling” a way to communicate a new compressive Reward & Recognition Program with a strong Emphasis on Safety. This Tool was selected because we were addressing a large audience, they were technicians (field personnel) they lacked connect and messages given to them in isolation was not resonating with them. Therefore, to get them at one place along with their families helped us to bond with them. Complete R&R Program and Safety Message was communicated by a Circle Leadership Team Member using Audio/Visual and a Scripted story Line for Effective and Consistent message with Credibility. We kind of used Good Kitchen example to address this issue in a comprehensive way.
Application: A detailed score card-based evaluation criteria was identified with strong emphasis on Proactive maintenance of Sites, Fuel availability and Logistics management. Safety was also addressed comprehensively with Risk Awareness, Prevention and Elimination components. The Program was called “Parakaram” which in English means Valor or Bravery.
Insight: It is important to understand people who are recipient of your communication, because often, the message what organization and leadership from Top wants to communicate is diluted as it travels down to the last mile. It is therefore, important that the key messages and information is directly given to the concern audience by leaders themselves. Best place to connect to people is also their work place, shop floor or at their sites. Story Telling is effective communication tool to convey important message and is retained for a long time.
Approach: Identifying problem without jumping to problem solving is challenging task at starting, especially for people with many years of experience. Therefore, using design thinking tools such as journey mapping, visualization help, “What is” and “What If” are key phases and time must be spent there. We used these to understand the real issues and used Story Telling as a Tool to effectively communicate the organizational message and program.
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10,245 |
Design Thinking for Innovation – Peer Graded Assignment Title : Design Thinking for clarifying institutional needs and expectations Author : Louise Bennani
Challenge & Selection
In a context of rapidly evolving technologies, business models, demographics, and constant changing needs and expectations, the way training institutions understand their mission and perform their work has profoundly changed. As a result, the management board of our university has decided to set up an appropriate intelligence and prospective system to increase the institutional watch-keeping capability, share knowledge, anticipate trends and improve the quality of our services. However the expressed need was very vague and required clarification. So I have been asked to address this challenge and help the board to clarify their need as a baseline for a future project.
Amongst the four design thinking tools presented in the course, I have selected the visualization tool (Module 1) that seemed in my view to be the most appropriate for starting the reflection process, highlight the range of different representations associated with the challenge of institutional intelligence and achieve a shared understanding of the need. I use this approach often now with project team members or stakeholders groups with various background and expertise to help them get to know each other better, foster collaboration and demonstrate the value of diversity in the design process of any new projects. As Angela Myer, an experienced designer, explains in the video, visualization is actually « a way of unlocking a different part of brain. It allows us to think in a nonverbal way (…) and to access parts of our brain, parts of our creativity, that we might not normally be using in the course of conversation. »
Application
My first action was to meet with the member of the executive board in charge of quality to get a better understanding of her expectations and ensure her ownership and support. Then we jointly decided to gather together all the members of the board and to invite them to participate in a three-hour workshop.
I started the workshop process by asking participants to put into words what the concept of institutional intelligence was meaning to them without any limitation or judgment. As each participant was bringing forth their own ideas, I collected answers, recorded them on flipchart and created a view that combined all contributions classified by broad categories clearly identifiable by a colour code.
The next step was to describe the current state and to envision the future. To that end, I used the first two phases of the Design Thinking process : 1. What is ? 2. What if ? The What is phase allowed us to clarify what we did know about current and future trends, what we did not know, what we did need to know, and how we would learn what we would need to know. The What if phase allowed us to explore all possible options and constraints in putting in place an intelligence and prospective system within the organization.
Insight & Approach
The workshop has led to very insightful interventions and enabled us to clarify the institutional need, opportunities and constraints, but also to identify available internal expertise. This proves the usefulness and applicability of visualization as a powerful tool to clarify one’s own thoughts and ideas and share them with a group.
I do note, though, that participants tend to limit their reflection to what they do know or need in their respective spheres of activity – or limit themselves in their mode of thinking – and often miss the opportunity to explore new areas. Maybe next time I could borrow Dr. Edward de Bono's Six Thinking Hats® approach to enlarge the reflection and discussion, by looking at options from a range of different perspectives : information known or needed (White Hat), positives and probe for value and benefit (Yellow Hat), difficulties and threats (Black Hat), feelings (Red Hat), new ideas and alternatives (Green Hat). This simple, effective technique may help the group become even more productive. January 18th, 2018
|
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10,248 |
Reflection on using learning launch To check product usability
Challenge
I’m a software engineer and I work in a company that develops financial and operational data visualization tool. We noticed a decline in the usage of our product and we made it a goal to find out why and also come up with a solution in due time. My team and I used other design thinking tools such as ethnography to understand the environment and tasks most of our clients use our product for and we’ve found out that even though the product does what the client wants, they feel overwhelmed with the interface because there is a lot of buttons and options to click or select to accomplish a task.
Selection
We chose to use the learning launch tool to prototype and test the newly redesigned interface to understand how it affected their work and whether they easily use it to accomplish their daily tasks.
Application We launched the prototype of the new interface version alongside the production version and routed 20% percent of our users to the new interface. We collected feed-backs and iterated on the interface designs.
We also organized workshops to witness how they used the new design and collected more data/ feed-backs and made relevant changes to the new interface.
Insight
By using the learning launch tool we identified many pain points of our users and corrected most of our wrong assumptions about how we thought the clients use our product.
We found out that our users used the interface easily when the buttons and options were organized according to a particular business process they usually undertake daily.
Approach
Using the learning launch tool was the best option for solving this problem because we got the chance to test our assumption and then iterated very quickly based on user feed-backs till the product was at an acceptable level. This made most of our client happy because their needs where put into consideration while designing the new interface.
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10,251 |
Mauro Stephenson
Mind Mapping
Challenge: As a child I have been fascinated with ‘Chikki’. ‘Chikki’ is a traditional indian sweet/snack. Chikki is also known as groundnut brittle, gud, Brafi, kadle mittai among some other local names. While there are over 11 brands in Bangalore city alone, all of these brands mix sugar and glucose into their product which is unhealthy. Traditional chikki only uses groundnuts and jaggery. Now-a-days in the competition driven environment, to make larger profits, all brands have diluted the traditional sweet to just another ‘FMGC’ product. I wish to launch a healthier alternative, the traditional chikki back to the market. Selection: I have chosen the Mind Mapping tool from design thinking to solve for this challenge. Mind Mapping as a tool is used for looking into patterns, gaining insights and coming up with creative strategies to solve for a design challenge. (Video lecture reference: Week 3, Video 4) Application: I have currently started on this entrepreneurial step, so I do have some ground data to filter. Hence, I see a lot of potential with the mind mapping technique. With the vast amount of data like what does the customer want in a chikki, to data which shows what retailers want in a brand to what challenges exist in running a manufacturing outfit, and what is sales looking like for existing brands, the data is immense. The best possible method to tackle this is using the mind mapping tool as it allows for the data to be segmented and bracketed which allows for better pattern recognition and insight. Insight: One real example is that from the current market sales, it was observed that sales of chikki products which were visible in the packing (transparent) packing sold more than the ones which had opaque packing. While it could be estimated that this could be due to several reasons like brand loyalty and others. When this data was correlated to customer feedback, they have expressed that they prefer packings where they can see what they are buying. This allows me to infer that transparent packing is a superior method. Alternate Approach: I would use the Visualization tool as this too helps to understand shared challenges and insights among diverse stakeholders.
[Illustration credit: https://venngage.com/blog/mind-map-templates/]
|
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10,253 |
Assignment Submission: Reflection
Submitted by: Deborah Cruz Page 1
Marketing a B-School
Challenge I work in a Private B- school as Head of Marketing and Admissions team. As a background the B-School offers Management programs for people with prior work experience of minimum two years. We believe that we operate in a very niche space as we are a private B- school that offers one year full time management program (Most B- schools in India offer a management program that is full time and is of 2 year duration. In addition, these 2 year programs open for fresh graduates and have no minimum work experience criterion)
The B – School is now planning to enter into the space of 2 year MBA program. The target group will now include graduates who are fresh out of undergraduate colleges. The new program, (MBA 2.0 for our discussion) presented a real “Wicked Problem” for the school in more than one ways. The areas up for discussions ranged from what courses should be offered in order position ourselves differently to how we make ourselves heard in a very noisy, busy and competitive marketplace.
To me as head of marketing, the biggest problem was the human problem. The target group of fresh graduates was completely alien to us. We had no idea of their aspirations, what they are looking for, what are their compelling reasons to do a management education. The entire team was looking at us to provide inputs on the audience so as to help in decision making. Above everything else, I was very aware that we are not selling a product, it about a young person’s career and we have to do a good job in representing the aspirations and dreams of the young people to our management team.
Selection There was a lot of urgency in the leadership team to get an understanding of the target audience and the owner and leader of the B- School commissioned a primary market research. They sent out a quantitative research tool to around 150 plus respondents to understand their demographics and areas of interest post their graduation. In a weeks time we had spent good money to generate a thick report which only concluded that most fresh graduates want to pursue post-graduation. Management education did not figure a top choice. The study provided no real insights on the Target group.
As marketing, I was looking for deeper insights. At this point I decided to use the visualization tool with a small group of target audience. As mentioned in the video – the visualization tool helps to get the specifics to get a better understanding of our users (target group) and is useful for extrapolation. . I had with me two other faculty members who also wanted to be part of the process and observe and gain insights for their area of work, which was curriculum design.
Assignment Submission: Reflection
Submitted by: Deborah Cruz Page 2
Application I reached out to a study center (In India, most admissions are through a competitive examinations and there are centers which provide guidance on preparing for these exams) to arrange a meeting with a small group of around 14 students who were keen to pursue management education. Before I walked in I was very apprehensive about using the tool and whether I would be judged by this group of young students. But both the students and we experienced something unexpected
I started by putting them at ease and telling them that this exercise was about them , to help them get a better understanding of their own goals , and clarity on what they really want to do in life .
I asked them to do the following exercise
1. I invited them to imagine their most joyous moment in life? What would that be? After around 7
mins of reflection time and writing I asked them to sketch the same.
2. I asked them to reflect on the primary motivation that makes that moment joyous? Sketch the
motivation.
3. I asked them to reflect on what would it require to achieve that moment? Draw the motivation
on paper.
The entire exercise took around 90 mins and in between we invited people to share their future “happy stories” if they were comfortable. All of them sketched out the 3 – 5 pictures. Color pencils- pens, posits etc. were provided to help the bring their emotions on paper.
Insight We later analyzed the sketches and looked for patterns to gain insights on the dreams and aspirations of the audience. We learned new things about our audience – what matters to them, what motivates them above all what they think their strengths and talents are. The insights we gained were like a treasure trove. For starters, the students immediately connected with us – they had never been exposed to an exercise or a time that allowed them to envision their future happiness. For a few students it was an overwhelming experience as they were able to connect to their deepest desires that they had buried inside due to pressure to do academically well. As an example we had sketches of “Café by the Beach”; “A sports manager managing Manchester united”; sketches of students “delivering convocation address at B school”, gifting a luxury car for their parents.
These insights will influence our Go to market approach and our overall communication plan from a marketing perspective. They were also valuable pointers that emerged to inform the curriculum design
I would like to share a few of our learnings. A key insight that we gathered was that the primary motivation for these fresh graduates was a validation of their abilities and talents by their parents. Parents are also key decision makers in the final choice of the B School. Thus parents have now become a key stakeholder in the entire go to market strategy. This was a brand new insight for us .This kind of insight did not emerge from the quantitative research undertaken earlier. The experience has significantly increased my confidence on using design thinking in areas that involve human emotions, particularly when I need to develop communication strategy. The greatest insight for me was that what the words can cannot capture our deepest desires and visualization is a very effective tool to express the unstated desires of the audience.
Assignment Submission: Reflection
Submitted by: Deborah Cruz Page 3
Approach Visualization or envisioning is a powerful tool. It was very effective to highlight the nuances that were missed in the quantitative research. For my Marketing problem, as a next step, I will use mind mapping tool to assimilate insights gathered from all sources to build a design criterion for our MBA 2.0 . It will ensure that we involve the stakeholders and bring all perspectives to the table for ideation and deliberation.
On the Visualization tool – I would like to use the tool in the other areas of our academic engagements. For example Visualization can be a very useful tool for us to use designing our convocation ceremony. We can use the tool to extrapolate the desired emotions and experience.
|
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10,255 |
Design Thinking-Visualization
Challenge & Selection
The very first thing I always do is, I think. I am a visual thinker because when I visually think I learn about complex mechanisms. Visual thinking covey a better answer than a verbal one in maximum cases. Now a days the ugliest side of an urban city is traffic jam. And increasing of ride sharing platforms in many cities the number of cars is also increasing day by day which causing more jam, and the fares are also increasing. I want to reduce the use of cars and also the fare, by connecting 4 people in one ride heading in the same direction. The tool I used is visual thinking or simply visualization.
Application
This is going to be a service where an individual will share a ride and splits cost, fare with another traveler who happens to be going in the same direction. I will make it affordable to everyone reducing congestion, pollution, ease traffic, reduce CO2 emissions. We have done a survey with people using ride sharing platforms on a regular basis and also with them who use it occasionally. Most of them were students and corporate people. Around 60 percent of the people said they do not use ride sharing platform that much till they get a discount although they have ride sharing applications installed. And the rest 40 percent use it more often but would be glad if the fares were less.
Insight & Approach
People now do not have to break their bank for a ride, meeting new people every day, less cars less congestion on road. A service where the "60 percent of people" can get a ride and splits cost with another traveler so they do not need discount as the fares will be divided. And for the rest "40 percent" our service will make it more affordable for them.
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10,260 |
Name: Maria Guerrero
Reflection Task - Visualization
Challenge & Selection
The tool I used for a case study of a prototype manufactured for a rural community was Visualization, which allowed us to create a shared understanding of the real problem to be addressed before proposing solutions. For this purpose, the participation of a diverse group was essential. For this particular case, the communities, non-governmental organizations, private companies, research centers of a public university, and the clients intervened.
This technique was used in an interdisciplinary group (a diverse group) to define key elements, the scope, the limits and the elements to consider the points of pain and opportunities for improvement with respect to the prototype to be manufactured.
Application
I start the process by drawing on the board the production process of the cusi oil, in which the bottleneck is detailed. A punctuation of that process is made to analyze how the milling phase could be automated, taking into account that the population where that product is manufactured does not have electric power. This is the challenge to define the mechanism that will follow the machinery to be manufactured.
For this purpose, in the concept process, we used the in/out tool that allowed us to define the limits of the machine and the type of mechanism that would be used for its operation. The process of applying this "Inside/Outside" tool consists of the community interviewees using adhesive paper, sticking on the board the elements that should be contained in the machine and those that do not apply. To do this, the following questions were asked: According to your perception, what elements do you think the cusi grinding machine should have? And what elements should not be taken into account?
In this way it was seen what could be the limitations and opportunities for the use of atypical or little used elements but that could provide a solution to the problem of electrical energy. After that, a summary of the elements to be taken into account for the subsequent virtual design of the prototype was made.
Insight & Approach
The most remarkable thing in the application of this tool for the visualization of a particular case of a prototype, was the summary table obtained from an intense discussion and agreement in a group, to understand what were the main problems and the most appropriate solutions that will be reflected in the components of the prototype.
Given this, the most valuable aspect is the shared understanding and learning, which are the starting point for the design thinking processes.
|
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10,261 |
Storytelling
Challenge & Selection
Storytelling is the first tool I have officially used this time. But I don't think it's the first time we've
ever thought about a situation because we have a lot of understanding around it. I'm working on
building an artificial intelligence legal system. Laws are always difficult areas where ordinary people
are not easily accessible, but the goal is to make it easier for ordinary people to use them through
the establishment of this system. So I talk about it with the general public who use the law. Instead
of using difficult legal terms as a legal slogan, it uses easy sentences and uses artificial intelligence
to make use of the law more convenient. In particular, the goal is to make it easier for many real
estate dealers to take advantage of relevant laws and enhance their social value.
Application
Let's separate the buyer case and rental case. In case of a trade deal, not only houses but also land
should be traded together, which requires a full understanding of the legal situation in Korea. In
the case of a lease transaction, if there is a problem with the owner, the effect could be, so you
should know how to secure sufficient rights first. The legal system should be designed to take into
account the user's situation, which allows the user to acquire only the information that is currently
needed.
Insight & Approach
The legal system using artificial intelligence has finally been opened. The system has begun to
automate and provide what previously had to be explained by real estate experts or legal experts.
This is the first system we have developed in Korea and has been recognized for its innovation in
the market. We were able to win various awards in recognition of our efforts within the company
and at the same time enhance our social value. Years of work have paid off, and above all, the
satisfaction is beyond description, having developed a system that many people like.
|
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