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Stock Price Predictor and Analyzer – Learning Launch
Challenge
Stock market is one of the most unpredictable and uncertain markets. It depends on the multiple factors like natural calamities, pandemic situations, company policy changes, etc. So, we here are trying to make one tool/platform in which by analysing all the factors with the help of Machine Learning the price of the stock can be predicted to some extent. Also, we will provide the trading options so that investor and seller can make their trading at the same platform. We are going to provide different login option for the brokers of the share market. Also, we are going to try to provide the insurance based on the predicted price by our tool. Selection Our team has already gone through several design thinking activities/tools, so we are ready to try the learning launch tool. Broadly speaking, the learning launch is an experiment meant to quickly test an idea and prototype. Application For our first learning launch, we focused on the structure/execution of our online Stock Price Predictor and Analyzer system. In particular, we wanted to build a platform where all the users can do the trading of the stocks with some guidance by price prediction. The desired application will be mobile application through which users can trade their stocks. This tested our assumption that the structure and execution were the main causes of our workflow challenge. We went through various stock trading system to collect information about how to arrange data. Next, we went through five workshops to structure our tasks and processes in a more agile way. These two sessions occurred within in a three-week timeframe. We expected to produce a document with a clear description of our new, more agile processes/workflow. For our second learning launch, we focused on gaining clarity about our tasks and priorities. This tested our assumption that our prioritization of tasks was the main cause of our workflow challenge.
Insight By applying the learning launch tool, we identified our assumptions and designed launches to test these assumptions. Additionally, we thought through anticipated results, expecting to find that a more agile approach would improve our workflow and open to the new prioritization of tasks or process. But everything came out as we expected. We were only concerned about that if user find it safe and easy to use the application and it helps in reducing risk of the loss. We did survey about this, it turned out with excellent response. 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 our first two launches and incorporate this insight into future launch designs. Future launch designs should reflect insight gained, progress made, and come closer to a compelling solution ready for full rollout. Our college is also happy with our efforts and mobile application.
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10,448 |
Environment
• Evening time
• Wind is blowing
• Birds are charming
• Sun is looking red
• Sky is blue and red
• Dogs are running here and there
Interaction
• My group members to band
• Students to band
• Teacher to band
• Worker to band
• Some students are studying late night in the room so more students facing light reflect .
Objects
• Bluetooth connection
• An set of microphones
• Soft cotton Band
• With eye band
• Smartphone
• Flexible band
Activities • Some student is working on laptop.
• Student are going here and there.
• Some students are studying.
• Lift is going up and down with the students.
• Some students are riding on bikes.
• Some people are walking
Users • Students
• Workers
• Personal uses
• Old People
• Anybody can use
Kanali Foundation Summary Group id : 027693 Date : 2nd August 2020 Version : Domain Name : VERSATILE BAND
|
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10,449 |
Reflection and Learning Launch
Project Name : Winning New customers
Challenge:
I am a Team Lead in a Finance and Accounts department and our department got a request from the business head to streamline the process of sales of By product/ Scrap materials as they are getting several calls from new small /medium level customers for an opportunity to buy our by-products /scrap materials in place of existing customers and also they are ready to take at competitive rates. Since there is a practice of selling scrap materials to existing customers in our company, the chances of getting opportunity for new customers are very less. On the other hand, since the existing customers are very old and continuing to buy our materials from a long period, management does not interested to lose the relationship with existing customers.
As a Finance team, we took it as an opportunity and we started to think as an entrepreneur to maximize the profits and also to free up the storage facility in order to avoid storage handling charges, interacted with other departments and understand the issues and customer sentiments. After having couple of workshops with cross functional teams and after brainstorming sessions, we decided to change the scrape sales process from traditional method to auction method where each customer needs to participate in auction and submit their biddings. The higher bidder wins the auction and get the chance to buy the material at agreed rate. Once we finalise the idea, now the turn is for implementation.
Selection :
Our team has gone thru various design thinking tools i.e., Visualization, Storytelling, Mind Mapping and Learning Launch etc., and at final had selected the Learning Launch tool.
Reason to select : The Idea behind to select Learning Launch tool for the current challenge is that this tool can apply quickly and inexpensively to test an idea and prototype. Since we need to add new customers without losing existing customers in a given point of time, the need of execution forced us to find better tool which gives the results quickly.
Application :
For our first learning launch, we focused on existing customers and conducted awareness workshops on introduction of new process for scrap material sales on auction and asked them to provide bids by issuing competitive price list and the winner would be one who bids for higher rate for that auction. We have closely interacted with business teams asked them to inform the customers about the market conditions and management expectations to gain their trust.
Once the existing customers familiar with the process of auction at regular intervals by applying couple of learning launches, we have started to add new customers by one by one who are requested the management for an opportunity.
After a couple of learning launches, the both, existing and new customers got familiar with the existing process of auction and highest bidder used to win the auction to buy the materials at quoted prices.
Insight :
From the design thinking tool of learning launch, we have learned that the key to success is an entrepreneurial mind-set of action and not analysis; speed and not long study times; engaging potential customers in the creation, design and testing of new ideas as soon as possible; and learning as you go, iterating constantly for improvement.
The quickness in the nature of this tool enable us to implement the idea in less time and helps us to gain the trust from existing customers and given hope to new customers. Also the team got familiar with the process in launching time before execution of full roll out as per timelines. The management felt very happy and appreciated for the change as it leads to adding new customers in account without losing existing customers and it helps to maximising other sales as well as profits.
Approach :
As the learning launch is a business-world application of the scientific method and the team already gone through several design thinking tools, learning launch tool is more appropriate for this challenge because of its nature. The team needs to review the insights gained from our couple of launches and to be applied for future launch designs. I strongly believed and apply this tool for the challenges where engaging potential customers in the creation, design and testing of new ideas as soon as possible; and learning as go, iterating constantly for improvement.
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10,451 |
Reflection on Design Thinking
David Perez
June 7, 2020
The challenge: In order to persuade prospects for a warehouse membership purchase, Sam’s Club uses various incentives. The company has found that many consumers will move from the consideration state to the purchase state faster if incentives are offered. While the purchase price would remain the same at $45, additional incentives after purchase help hundreds of thousands of households annually commit to an annual membership. However, no incentives have universal appeal. Equally important is the fact that warehouse clubs sell products at a price that covers the overhead of club operations; organizational profits are derived from membership fees. Costly incentives essentially defer any membership income to year two members up on renewal. The challenge is to develop incentive programs with a lower cost and in a new manner that do not require half a year to get measurements on effectiveness.
The tool I have implemented is Learning Launch. It’s important to note that this is not a hypothetical or theoretical test. An actual learning launch was launched a few weeks ago. This tool was chosen because it is an approach our team has not tried before. In the past, we have executed large-scale national campaigns making assumptions provided from our team. The appeal is in the concept of “not knowing what we don’t know.”
Instead of a large, national, multi-million dollar ad campaign, we have identified a test market and a random audience and just launched a new program for the sake of learning. We are testing five vastly different offers with two different messaging themes. For application, since we don’t know what would be most appealing, we are pushing a variety of incentives and campaigns and starting off by giving each of them equal funding in the test market.
The insights have thus far been fascinating, but we are still so early on in the findings that we don’t know what we don’t know yet. By launching multiple tiny programs with a very different incentive, we are measuring real-time responses and social media shares. Within the week, we will have enough data to determine which ad messaging has been most effective in the test market, and will invest only in the most productive 50% of the offers and messages. We will repeat this process until we determine which strategy or strategies are most effective.
We do not know what we will do different next time as we don’t have the data back to measure what is a success this time. The next iteration will just reflect what we learned as we are considering an unsuccessful ad element as not a failure, but a learning toward optimizing what is more of a success.
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10,452 |
Design Innovation with Rubric Evolution on Mind
Mapping Ideology
Assignment Type: Mind Maps What is it Mind mapping is a creative and logical means of note-taking that "maps out" your ideas in free-form. They are non-linear representations of how you connect ideas and concepts. They are useful for creative thinking and brainstorming. All mind maps have some things in common. They have a natural organizational structure that radiates from the center and use lines, symbols, words, color and images according to simple, brain-friendly concepts. Mind mapping converts a long list of information into a colorful, memorable and highly organized diagram that works in line with your brain's natural way of doing things. The illustrate associations between ideas or topics that radiate from a central theme, topic, or concept. Why use it Mind mapping assignments can increase student’s achievement and knowledge retention because students are constructing knowledge. Mind maps help students learn information by forcing them to organize information and allow them creativity by the addition of color and images. These types of maps have been shown to lower extrinsic cognitive load because students are creating a two-dimensional space to tie ideas and concepts together. They allow students to create visual images to make information more meaningful and allow for deep learning to occur. How to use it
Mind maps can be used for a variety of purposes including:
Note taking
Brainstorming (individually or in groups)
Problem solving
Studying and memorization
Planning
Researching and consolidating information from multiple sources
Presenting information
Gaining insight on complex subjects
Jogging your creativity
Start in the middle of a blank page, writing or drawing the idea you intend to develop. I would suggest that you use the page in landscape orientation.
Develop the related subtopics around this central topic, connecting each of them to the center with a line.
Repeat the same process for the subtopics, generating lower-level subtopics as you see fit, connecting each of those to the corresponding subtopic.
Some more recommendations:
Use colors, drawings and symbols copiously. Be as visual as you can, and your brain will thank you. I’ve met many people who don’t even try, with the excuse they’re "not artists". Don’t let that keep you from trying it out!
Design Innovation with Rubric Evolution on Mind
Mapping Ideology
Keep the topics labels as short as possible, keeping them to a single word – or, better yet, to only a picture. Especially in your first mind maps, the temptation to write a complete phrase is enormous, but always look for opportunities to shorten it to a single word or figure – your mind map will be much more effective that way.
Vary text size, color and alignment. Vary the thickness and length of the lines. Provide as many visual cues as you can to emphasize important points. Every little bit helps engaging your brain.
Considerations Acknowledge that some students may feel uncomfortable with this type of assignment. Some may fear that their thought process is inadequate or that they have to be an artist to add creativity to their mind map. In addition, mind maps may not be an effective learning tool for all students since some may like to create linear lists. Prepare students well for what is expected of them. You may want to consider creating a narrated presentation on mind mapping and walk them through your expectations and the steps involved in creating a mind map. Also consider posting examples of mind maps to further assist students. Instruction and Assessment Providing clear instructions on how to create a mind map is essential. There are many concept mapping programs available. Many programs offer a 30-day free trial, but others are free to download and utilize. In addition, many have tutorials built into the website to help you get started. A few free programs available for creating mind maps are
Edraw Mind Map
Blumind
The software listed have many embedded features to help you with constructing your mind map and both available for MAC and PC users. Students may be apprehensive about using a software package to create their mind map. They can also create them by-hand and scan the image to submit for feedback and/or grading. Some students may feel it is easier to construct them by hand because this allows for a free flow of ideas. Please encourage students to start their mind maps early, since they may have questions as they start brainstorming. You may want to consider having students create mind maps on a topic and post to a discussion forum to generate dialogue on the similarities and differences between the maps. Level of Bloom’s Taxonomy: Sample Action Verbs Assignments using mind maps are probably best constructed to work toward accomplishment of learning outcomes at lower cognitive levels. Here are a few examples of action verbs from the relevant levels of Bloom’s cognitive domains:
Remembering: Identify, List, Record, Show
Understanding: Associate, Characterize, Review
Applying: Construct, Illustrate, Investigate, Relate
Resources
Difference Between Concept and Mind Mapping
This articles explains and provides relevant examples of the differences between concept maps, mind maps, and argument maps. A table is provided to highlight the differences in purpose, structure, level of abstraction, nodes, linking devices, linking words, and language that is utilized to create the three types of mapping activities.
Reference: Davies, M. (2011). Concept mapping, mind mapping and argument mapping: what are the differences and do they matter?
Design Innovation with Rubric Evolution on Mind
Mapping Ideology
Mind Mapping Website
The website provides information regarding the theory behind mind maps, uses of mind maps, and software tips and reviews. The website contains numerous links to relevant mind mapping websites to further help you provide examples and instructions on how to create one.
The Mind Map Book: How to Use Radiant Thinking to Maximize Your Brain's Untapped Potential
A comprehensive text on mind mapping divided into five sections natural architecture, foundations, structure, synthesis, and uses. The text is rich with information, examples, and exercises to help you understand mind maps. It offers exciting new ways of using and improving memory, concentration, and creativity in planning and structuring thought on all levels, in order to accelerate the ability to learn, remember, and record information.
Rubric Grading Evolution: On the left side, the criteria describe the key elements of a student work or product. At the top, the rating scale identifies levels of performance. Under each section of the rating scale, the indicators provide examples or concrete descriptors for each level of performance.
Rating Scale For Performance Levels
4 3 2 1
Criteria
that
describes
the
product
Criterion 1
Criterion 2
Criterion 2
Indicators for each performance level & Criterion
List all the possible criteria you might want students to demonstrate in the assignment. Include criteria for the process of creating the product and the quality of the product.
Decide which of those criteria are “non-negotiable.” Ideally, your rubric will have three to five performance criteria. If you’re having a hard time deciding, prioritize the criteria by asking:
a. What are the learning outcomes of this unit?
b. Which learning outcomes will be listed in the rubric?
c. Which skills are essential at competent or proficiency levels for the task or assignment to be complete? d. How important is the overall completion of the task or project?
|
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10,455 |
Design Thinking
Proprietary and Confidential Page 1 of 3
Learning Launch
Sales
Design Thinking
Proprietary and Confidential Page 2 of 3
Challenge Idea: I’m a member of my organization’s Sales Department and our challenge is to increase the Revenue from Sales of IT Services & Solutions Stakeholders: The scope of the project covers the primary stakeholders which consists of the Middle East Field Sales team, Inside Sales & Pre-Sales teams supporting the region & the secondary stakeholders that includes Marketing. The duration of this project should not exceed 3 months considering the shorter learning curve allowed for Sales, however, the solution should focus on improving the overall Regional Sales numbers. Selection We have experimented with several Design Thinking tools and are ready to embrace “Learning Launch” tool as well. Learning Launch is a concept used to test an idea / prototype until a solution is reached The steps involved are as listed below;
Application & Insight The initial focus was limited to converting the existing pipeline to improve visibility, however, owing to a variety of factors the churn ratio was < 15%
Design Thinking
Proprietary and Confidential Page 3 of 3
It was decided that we undergo a quick 2-day crash course on time management and realized that the primary issue was our inability to allocate accounts into buckets based on priority & impact.
Upon consensus from the group, on the new idea, through extensive brainstorming helped us improve our funnel by over 40% over a 6-week period Approach Our team believes this is the best Design Thinking tool since the framework is based on the approach that learning almost always trumps the stigma associated with success or failure that limits innovation and growth in businesses. Further as a concept the key to success is almost always on action and not analysis, agility and not mind-numbing analysis
Existing Clients
Cold
Pursuits
New
Pursuits
High Priority
High Impact
Low Priority
High Impact
High Priority
Low Impact
Low Priority
Low Impact
Priority Matrix
High Priority
High Impact
Low Priority
High Impact
High Priority
Low Impact
Low Priority
Low Impact
Priority Matrix
High Priority
High Impact
Low Priority
High Impact
High Priority
Low Impact
Low Priority
Low Impact
Priority Matrix
|
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10,457 |
smart teens: Company General Use
Mind Mapping
Challenge and Selection:
My challenge was to develop a new IT solution for my organization, the solution aim to aggregate all scattered services and combined them in one solution and simplify the underlying processes of these services. I and my team decided to use mind mapping as a tool to due to its capability in discovering common pattern and organizing the information which will be easier to be visualized and analyzed, using the mind mapping as tool will help us to identify all possible services that can be added to the system and the one that need to be grouped in on service to optimize the solution and to deliver the best service and user experience to our customers.
Application:
First, we started by collecting the required data about the current services to identify the current situation through holding several meetings with our stakeholders within the organization to identify what services they are providing and underlying process for these services and document all information.
After collecting massive amount of data, I met with my team and started consolidating and analyzing the all the information, throughout the analysis we used a white board and engaging team discussion to cluster and categorize the services based on the identified common patterns and characteristics between those service.
After categorizing the services, we evaluated each group of services then we eliminated the duplicated services, merged depended services and brainstormed new enhanced based on the discovered opportunities during the stakeholders’ interview that will lead us to provide the high-quality services with simple and easy steps and achieve the maximum customer satisfaction.
Insights:
By applying the Mind Mapping tool, I and my team discovered many opportunities to increase our customer satisfaction and provide better services.
These opportunities were invisible in the beginning of the project, but after collecting the information and consolidating them using mind, we found that
smart teens: Company General Use
both our customers and the stakeholders would be engaged and satisfied by the new services and enhancement to the system. Additionally, the system services will be centralized and easier to maintained by our team.
Approach:
Given that our team is working with many stakeholders in the organization and managing several systems, our team needs to gain board insights in order deliver the appropriate solutions for the organization’s stakeholders and customers. Our team has already gone through several design thinking activities/tools, mind mapping proven to provide us with the maximum results and insights due to the dynamic nature of our business.
|
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10,458 |
Story Telling
Challenge & Selection Story telling tool served my purpose, gave me insights about my customers which gave me a clearer picture of the problem and was more confident with the proposed solutions. I loved using this method as it gave me the feeling that I’m not only solving a problem but I’m creating a cause. My selection was based on a problem that everyone almost experience, which is the scarcity of healthy affordable food. Application The application started with stating the main issues people are not happy with their life style, they’re depressed, they’re fatigued most of the time, they’re unhappy with their body shape, and lots of the effects that’s caused by unhealthy processed food. The main issue was people don’t have time to prepare their food so they go to the available alternative: junk fast food which is the main cause of all the mentioned problems, as they don’t eat healthy, they’ll have malnutrition and that causes fatigue, depression, anxiety which highly effect their mood and even when they have the time, they don’t have the energy to prepare their food. We started by interviewing multiple people asking them about their preference and the story behind their lifestyle, made some recommendations and suggestions. We started ideating and we came up with multiple solutions: meal prepping agency, healthy grab and go, healthy vending machines, and many more. The options were communicated back with the customers to get their feedback and from their stories and their emotions, we’ve realized that they don’t just want healthy, they want homemade hearty healthy food, so we started fetching up more ideas, getting elders inputs as well, recipe creators and we came up with the best idea, food agency that works on getting grandmas recipes with a twist to make it healthy as well as making it affordable, easy to grab and hearty, customers were happy with the solution. Insight & Approach Lots of takeaways from this assignment, it taught me how customers emotions and stories have a huge effect on the ideas and the motivation of the customer, as you see before listing to their stories and getting how they’re feeling, options were to provide healthy food only, we didn’t put into mind the fact that people need healthy homemade food that make them feel like their eating from home. Overall, it was a great approach and will continue to use it again.
|
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10,460 |
MOOC DESIGN THINKING /REFLECTION : LEARNING LAUNCH
CHALLENGE I am the founder and CEO of a small tour operator created six years ago. With my team of five experienced travel consultants, we design tailor-made tours to unusual destinations for our clients. Our tours are not packaged or « ready-made », each tour is individually crafted to suit our clients’ needs. Over the years, the competition between tailor-made tour operators has increased greatly and travellers have increasingly played with this competition to get the best prices. At the same time, they have get used to booking online simple services like one night accommodation or plane tickets and they now turn to tour operators like us for more and more complex services (like tours implying multiple service providers not available online), requiring more and more time from us to build. Traditionally, making an enquiry for a quote and a detailed itinerary to a travel specialist has always been free for the customer. The result is that clients copy paste their enquiry to many travel companies, looking for the best prices and the best attention to their request. On our company side, as a result, we now transform only 10% of the enquiries into bookings ( versus 20% 3 years ago). We thus had to increase our prices and reduce the time devoted to each enquiry, going on the opposite directions of the clients’ needs. SELECTION Before using the tool we are going to speak about here, the learning launch, we used different design thinking tools like journey mapping with some clients but also with the travel consultants, and value chain analysis. We then used the brainstorming tool to come up with new ideas. The most innovative idea was inspired by the repair services for cars or household electrical : asking our clients to pay for the quote they ask for and deduct this cost from the price of their trip if they book. This solution seems perfect from a travel consultant’s point of view : by asking clients to pay for their quote, we assume travel consultants will receive less enquiries, will only receive good-quality enquiries from clients ready to travel for real, will be able to spend more time on each enquiry and reduce their margin. Moreover, the travel consultant will be more motivated and dedicated to his work as a better conversion rate is more rewarding, according to them. From a client’s point of view, the client who confirms a journey won’t have to pay for the time spent by the company on all the enquiries that were never converted, he will get better prices and more time from a more motivated travel consultant. But that left a major question : will the client accept to pay for an enquiry when the competition reply to enquiries for free ? A quick survey to a sample of repeat clients learnt us that they could be ready to pay for an enquiry if the cost was reasonable ( lower than 100 euros), deducted from their bill if they confirm and if it was well explained that paying for the enquiry would imply a better deal if they book. We thus decided to use the learning launch tool which seems the best way to test our idea in the real marketplace. APPLICATION For our learning launch, we decided to choose a month that was not really strategic for the business ( a month when numbers of enquiries was relatively low). We design a new webpage for our enquiry form explaining why clients had to pay online with a credit card before sending the enquiry and what would be the benefits for them. The previous years, volumes of enquiries had been quite stable during the first 2 weeks of the months and the last 2 weeks. So we chose to divide the month into two periods of time so we could test two different scenarios. The first 2 weeks, we put an enquiry fee at 45 €, promising 5% discount on the price of the trip compared to competition. The last 2 weeks, we put an enquiry fee at 90 €, promising 10 % discount on the price of the trip compared to competition. INSIGHT & APPROACH We then analyzed the results of the month in google analytics, compared to the previous year. The number of visitors to our enquiry webpage remained almost the same. The time spent on the page increased ( + 47%) as if visitors took time to read our explanations about having to pay for an enquiry or hesitated. The number of enquiries compared to the number of visitors to the page decreased of 80% for scenario 1 and 65% for scenario 2. Let’s be honest, we expected a fall but not that big a fall. The difference between scenario 1 and 2 suggested that the discount of 10% was far more convincing than the discount of 5% even if the cost of the enquiry was higher. The conversation rate ( number of booking confirmed compared to number of enquiries received) jumped to 55% in
scenario 1 to 65% to scenario 2. That was quite a surprise too. Finally, travel consultants said they felt more motivated and dedicated to their work and clients said they were very satisfied by our services. Although we had expected a decrease of enquiries and an increase of the conversation rates, the figures were really a surprise. On the one end, the results reinforced us in the idea that an enquiry client has to pay for was an interesting track. On the other end, the figures completely challenged our profitability hypotheses and left us with a lot of new questions. If travel consultants had less work and if we didn’t want to dismiss some of them or reduce our margins, we had to increase volume of enquiries and thus communicate, nearly evangelize about our solution. How will we communicate and how much will it cost to convince enough clients ? What would be the impact on margins and profitability in the mid and long term ? One thing is sure : we still have a long iterative process to go to try, to learn, and to adapt our communication…
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10,462 |
Learning Launch - Automotive Center of Excellence
Challenge
I am the current president of the Automotive Center of Excellence research organization, which has more than 100 members grouped in 5 research teams in the field of industrial engineering. This student organization has various activities such as training in the field of research, general meetings, talks, lectures among others with the aim of consolidating the technical and soft skills of its members and of the students of the Industrial Engineering career in general.
One of the biggest problems caused by virtual work given the context of COVID-19 is the high rate of inactive members, more than 30% of the members are participating minimally in the activities of the organization, specifically, in general meetings, so it is necessary to act in the face of this challenge.
In order to face this problem, there will be the support of the Human Resources area and the coordinators of the different research teams, since they are in charge of holding the general meetings.
Selection
The human resources team and coordinators have already been trained in the Desing Thinking methodology. Likewise, its first three stages ("What is", "What if", "What wows") have already been carried out, resulting in two prototypes that are to be applied in the final stage ("What works"). For this, the “Learning Launch” tool will be used, since it will help to carry out the experimentation and subsequent validation of the possible solutions.
Application
For our first learning launch, the team will focus on the structure of the general meetings. To this end, a change was made in the order of the activities of the general meetings and a set of topics was included that were the ones that were most accepted in the surveys carried out. This will help to assess whether the problem of absenteeism is due to the fact that the content and the order in which the activities are carried out is not adequate.
For our second learning launch, the team will work on the schedule and frequency of the general meetings. To do this, the frequency of meetings will be reduced (from fortnightly to monthly) and the schedule will be changed according to the results of the surveys (the schedule with the most acceptance). This will assess the problem of inappropriate hours and the unavailability of members given their multiple personal activities.
Insights
Learning launch tool made it possible to determine that the problem was in the structure of the general meetings, which was different from the initial hypothesis (meeting time and frequency). The result after making a change in the order and content of the meetings was a reduction in the absenteeism rate from 30% to 5%. Consequently, it was decided to incorporate surveys to define
topics of interest before each meeting (one week in advance) so that they are part of the content of the general meetings.
In conclusion, the tool was very appropriate for the definition of the solution generating unexpected results.
Approach
When it is in a stage of defining what is the best solution for a certain problem, the Learning Launch tool is one of the most appropriate because the prototype or an idea is evaluated in reality. As it happened in the present case study, the problem turned out to be different from the one envisaged as a hypothesis, generating excellent result. In the future, the team will continue to use this tool to solve the different problems that arise.
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10,463 |
Example Reflection – Story Telling
Challenge & Selection
I am connected with the Banking Industry specifically Housing Loans Department. We know that not all individuals are financially literate and familiar with the bank terms and processes. To be assigned In Housing Loans Department you must be able to fully explain properly all the processes and terms to your client. We offer different types of Housing Loan Products thus one must be knowledgeable with all of it to be able to fully explain it your clients. Some of our clients don’t have any background or knowledge in terms of Housing Loan Application thus we have to explain to them in the most detailed way while preventing the use of jargon words that they might not understand. We often use to define the meanings of these words along the way of our discussion to fully explain to them the whole process.
In line with my industry and expertise, story telling is an effective tool to use. To be able to run down the process of Housing Loan Application to our clients
Application
I start by making sure that a proper KYC is done to the clients to be able to package which product and requirements we can provide to them. Second step will be able to discuss the needed requirements of the client and the reason why we are requiring them. Third step will be explaining the monthly amortization and bank charges that is included in their Housing Loan Application. Fourth is to run down the process from birth to death of the account.
Insight & Approach
I learned about the different types of design thinking tools that we can use in our work place or even in our daily lives. We are different individuals with different ways of learning. One must be able to identify which proper tool to use for a specific type of individual or industry to able to properly convey your message.
|
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10,464 |
Reflection – Storytelling
Challenge
I am a member of a service team for students at a university, currently offering us services such as cafeteria, parking, transportation, courses, workshops etc .; One of these services requires a lot of effort and coordination is the delivery of the parking license. The process is slow and uses very outdated processes, we analyzed everything that was wrong and what we needed to improve and update.
Selection
We found that we needed to make 1 minute and not 5 minute parking card delivery processes, we also realized that we needed a more optimized process, something that is less manual practices, as an example we can mention that the entire user registration process We did it manually, that is, everything was written by hand with pen and paper and not digitally, so we also considered this as something that we had to implement.
Application
For our learning lunch we focused on attention times, our first step was to take the database of students who would request a parking license and we sent a form to their university email where we asked them to register all their information, with This, we would be able to have the information of all of them digitally and we hoped that when they went to the service window they would only collect their parking license and thus reduce at least 3 minutes to the time of the process.
The delivery of the parking cards flowed correctly, according to what we had thought even better, our times were from 30 seconds to 60 seconds, what we did discover is that now we had to focus on logistics, on how to avoid confusion, crowds, and that the delivery is less confusing for the students.
Insight
Our goal is to have a process without a parking license, we want to achieve a totally digital process that students can enter the parking lot with their cell phone with an App, we are currently working on the development of the App and we hope to start in August
|
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10,467 |
Visualization tool (Module 1)
Challenge and selection:
One of the most powerful tools in the design thinking process is the Visualization tool
because it allows us to think in a non verb way and materialize our ideas and feedback
through symbols, colors, drawings, photos and so on. It’s a core component of the way we
communicate, capture and share information with the stakeholders relevant to our project. I
used this tool in the development of new entrepreneurship. In the “what” stage we identify
the main problem in most small and medium companies in Lima, Peru which was a low
efficiency of the storage capacity of this companies. Most of them, spent lots of money in
storage and couldn’t manage it properly. In 4 small focus groups, we applied this tool to
gather together all sorts of information and insights of our stakeholders to satisfy their
needs, materialized our concept better and start the process of building a prototype and
scale of our service.
Application:
In a meeting with our potential customers, we divided them into 5 groups of 4. Each group
shared a common characteristic according to the industry they were in, for example,
technological devices, clothes, etc. We created a straw man and gave them to each group.
Each group had a white board where they put the drawing and with material we gave them
they started to visualize and materialize our concept. Our main goal was to enrich us of
information and insights to have a more solid concept and to improve the quality of the
service that we were offering which was to be an ally to those companies and managers of
their inventories. The materials we decided to give were photographs, markers, drawings,
supply chain and storage documents and information related to their industry. We decided to
give them a straw man because the straw itself didn’t reveal any information that could be
biased and in peruvian small companies usually have only 1 or 2 employees which are in
charge of every single task in their company. Therefore, this straw man represented their
company and theirselves.
Then, we asked them respond the following questions through symbols and drawing with the
materials and information we gave them previously. 1. Which is the most evident problem
that do not allows you to grow? 2. Which aspects of this problems are unique to your
industry? 3. Which are solutions/ideas/insights are key for you to become a well-functioning
company? 4. Which characteristic would you really value in a service the fully manages your
inventory? We gave them 30 minutes to complete this activity. While one participant of the
group explained their results, a member of this project collected all the insights and new
information. After the session, we could ground our concept and adapt it to needs of every
industry.
Insight and approach:
As I explained before, this tool is very powerful because it allows to obtain value information
while that it’s still in our minds and helps us think and more creative way. It is very important
to not deviate from the main problem while reviewing the insights and also it’s very essential
to choose wisely which insight has more potential in the process of design thinking. One of
the most relevant insights was the capacity of removing their assets in any time and very
rapidly. Also, the assurance of security was very valued. Finally, this companies believed
that the pricing should depend on the volume of their assets and not on the area, which was
also proven right by our accounting area that assured that the most cost-efficient pricing
method was a volume-based.
We believe that this tool was ideal for the stage of the process of design thinking that we
were at. It helped us determine our service and what we were offering to our potential
customers. It was a great tool that paved the way for continuing in this creative process and
finalizing with a strong prototype and possibly a scale service in the future.
|
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Design Thinking for Innovation
Reflection
Final Assignment: Visualization
Challenge and Selection:
I am currently pursuing my final year in BBA. So, we had a lot of group projects in these two years. The most challenging one that I faced was ‘design thinking project’. In that as a group our job was to find a solution for a faulty product (in design) that we could see in our day to day life. We did find one design and it is ‘shoe rack’. Being a hosteller, my room had a lot of spaces and we didn’t have a shoe rack itself. So, my group just decided to take this as a product that we could design it and show to our professor and colleagues.
As a group we were discussing how to confront this idea and show to my peers. Well, there we got an idea to use one of the design tools which is ‘visualization’. We took this because only by showing our idea into model or more like prototype will give best reviews.
Application:
We applied this visualization technique by creating a prototype for a shoe rack which saves the maximum space in a hostel room. We made this prototype using cardboard and used paints to decorate for good appearance. We used a good technique called ‘SMART’ (Specific Measurable Achievable Relevant Time bound) goal to achieve this project successfully. Using visualization, as a design thinking tool was extremely effective for me.
After finishing the prototype, me and my team was ready to answer all questions from our guests while presenting our product design. The reason behind being effective was I received few feedbacks from my guest as well as fellow peers which eventually helped me in a better manner. We quite did a mind mapping also to generate innovative ideas while making the prototype.
Insight and Approach:
I learnt many things by doing this exercise and it's not only about design thinking. It has team effort and discipline goals to achieve this project successful. This feedbacks which I received is more important because understanding the problem from people side is important. I learned many key entities while preparing this prototype. It really had a good impact in front of guests while presenting my product and explaining it. Even I learnt many hardships while doing that prototype, it's really not easy to make it. So, I discovered that the most valuable aspect is the generate innovative ideas and learning it, if I get another chance to design a product, I would use the visualization activity as a main point for a series of design thinking activities. Feedbacks can be taken as a reference tool throughout the whole project.
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10,472 |
Cardo Dalisay
Reflection:
After listening to all the lessons, I have learned a lot. I have learned about the importance of business models.
It was a big help hearing experiences and studies regarding business and business models from experts and people with experience on the business field. I know that this will help me a lot especially that I want to startup business. The models and graphs were very easy to understand and easy to remember.
|
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10,473 |
Smartphone Selling Method – Learning launch Challenge & Selection The first tool I used was the tool of learning launch, to achieve deep understanding of a selling method of smartphone for a gsm company. I use this approach by choosing potential customers which may have the interest to buy smartphone. I have used the technique of letting people to use phones as their own cell phone inside the shop in order to show how smartphones can help them in their life (social, work, ..). Application Firstly, I have changed the structure of smartphone selling points in their shops. This allows customers to go and try any smartphone they want, they also have the chance to use them as their phone, therefore they have the opportunity to make a video call to their child in different country, manage their bank account, play games…Basically they have the chance to understand how they use smartphone as a part of their life and how smartphones makes their life much more meaningful. For the experience, I will divide the customers into groups of 2-3 participants, each group has one selling specialist which helps them to use smartphones for any of their needs. At the end of the day, I will put them in a short practical quiz about their smartphone, this allows them to have a deeper understand for the phone. In addition to that, I will marked the quiz and gave them discounts by depending on their success. For instance, 5/5 means %100 success in the quiz which means 25% discount on the smartphone they prefer. Discounts only valid the day which they have experienced the smartphones.
Insight & Approach What I have learned from conducting this exercise is that, selling a smartphone requires 3 main steps;
1- Know your customer
In order to understand the factors affecting consumer choice of mobile phones.
Pricy or budget-sensitive, Advanced or basic smart phone,
2- Make them try
In order to show how a phone could improve a consumer's lifestyle.
Make an emotional connection (By making video call with their kids). Make a business relation (Make them to manage their bank accounts by using their smartphones).
3- Offer them award
In order to increase the willing of buying.
Offer a discount (End of the experience day)
|
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10,476 |
Learning Launch
Challenge
Indus Towers Limited is a clothing brand and we face a huge loss during the pandemic because of the lockdown
the brand revenue decreased our challenge is to improve our sales and find alternative ways to
sell our product. Improving the marketing & sales teams in our organization and prepared them
for the change the organization will go through. Improve the workflow within the marketing &
sales department in order to increase sales in the online channel and to spend marketing
budgets on the right campaigns. The project is limited to internal resources such as budget and
employee time. IT department got short of time they have to deliver the project as soon as
possible.
Selection
Our team has gone through several design thinking tools, and they decide to go with the
learning launch tool as they saw it as the perfect tool for the project. in general, the learning
launch is an experiment meant to quickly test an idea and prototype.
Application
For our first learning launch, we focused on designing and establishing our website and run
several tests to make sure the website fit to launch. Our team run a demo to a group of
stakeholders and took their feedback on the website to know what needs to change before the
launch. This tested our assumption that the structure and execution were the main causes of
our workflow challenge.
For our second learning launch, we focused on training our staff on the changes and include
them to be part of the process. Also, we focused on gaining clarity about our tasks and
priorities. This tested our assumption that our prioritization of tasks was the main cause of our
workflow challenge.
Insight
The learning launch tool helps the team to identify our assumptions and designed launches to
test these assumptions. This tool clearly helps both of our team and the stakeholders would be
fairly open to the new prioritization of tasks and processes. Testing our assumptions offers as
an opportunity to improve our project before the final launch.
Approach
Our team has gone through several design thinking tools, and looking through the result we
find that the learning launch is the perfect tool for our project. Our team needs to review the
insight gained to get a clear idea of the future launch designs.
|
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Reflection- storytelling
The tool I choose is storytelling to achieve a good understanding between team members and create good moral values in the group. I use this approach because it is easier and more efficient was to convey the message. It also makes the topic interesting and points out the importance of the discussion. Storytelling can often be used in convincing the client and making them understand the concept better. I have used this method to introduce new ideas and deliver a moral value. This process has helped me build a good relationship with my team members.
Application, Insight and Approach
I start the storytelling process when my team and I are contradicting over a point or struck without a conclusion. I would always consider making it easier for my group meets to understand, so this process has helped me convey the message that I want to my members.
It is a simple process; all it takes is to come with a new story to deliver the message of the discussion and make it easier for them to understand. For this process, I will take a small story to make the conversation effective and active. Bringing up a good story that would match the discussion can make the interaction process effective and make the learning process easier. While delivering a story, I would always consider the points like 1. What is the need? 2. What can be beneficial output? And 3. How effective can it be? After this process, my team meets are well aware of the topic and transparent with their doubts, and we are finally ready to move to the next context.
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10,480 |
Challenges
I am a manager in one of the travel agent company in Bhutan. For the long past twosome years the number of guest who is visiting my country via our travel agent has been declined annually, even though we had paid thousands of dollars in marketing and advertising. It seems we are in debt for guest requirement. Our company doesn’t have many travel agents in the ex-county, who would send us a guest like other great travel agent does. For your kind information most of the guest who visited with us was mostly through direct booking from different platform such as social sites, websites and personal email. We do have some guest who visited us via oral marketing that is through direct recommendation by our former guest who were content with our prompt services during their stay with us.
Selection
In this situation with the help of various ideas of designing thinking and with the aid of mind mapping tools we are focusing on customer services and liabilities of not knowing our guest requirement.
Application
To brand out the above challenges and selection we had held a meeting and we did job specialization. Since then, we had developed a better webpage and specialized our staff that looks after all the socials sites and websites, and to do further correspondent to all the online enquiries and email. Then, we also reviewed the past view of the guest in social sites and website, and we wrote an email with greeting to our former guest who visited us, with the gentle message beseeching them to recommend us if any of their kith and kin who wish to visit our country for their holidays, honeymoon and swashbuckling. In fact, it did help us. Additionally, to enhance our company we rent and setup a gallery and attend all the promotional business fair in-country and few ex-countries. Moreover, we held monthly meeting with the staff and asking for their collage ideas and feedback to peak our company at her best.
Insight
With the help of the mind mapping tool our team acknowledged the consequence or increase in the number of guest visiting us. Then, our team worked on guest-guide relationship by letting the guest and guide knows each other, to discuss their itinerary before the guest arrive in the Country. Moreover, we create bespoke, tailor-made itinerary and advising guest on everything before they land and ask them to choose the best tailor-made itinerary suited for them. Such as vacation, honeymoon, family trip, trekking, you name it, we plan it. Furthermore, we ponder on the locations we know and love, thus we are able to give a truly authentic experience to our guest. Furthermore, our unique itineraries whether they are for solo traveller, large group or small group traveller is created for our tailor-made guest and allow them to take journey they would cherish eternally.
Approach
After being through arduous situation for long our esteem team had come up with the unlimited design for the betterment of our company, which became the great investment for the company. Having faith in the four designing tools, five years from now, we hopefully see our company among the top five travel agents in Bhutan.
|
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10,481 |
STORY TELLING
1. Challenge:
Storytelling is in the heart of our DNA as a human being, it helps us connect events is a holistic experience through time. This unique nature of stories makes it one of the essential tools during the design process of both products and services. What does happen when asking consumers about using a product? They usually start to tell about their experience in the form of a story. They describe the events they went through and the lessons that they faced at each stage. As a designer, I used to find this method an interesting one to learn about the consumer experience and then reflect it into an outcome solution of the design process. There is nothing better than hearing about the product from the mouth of the consumers or see then use in real life.
2. Selection:
Storytelling in the design process can be implemented using various techniques and methods such as the following:
Digital and Visual storytelling, Scenario generation; Storyboarding; Plays; Animation; Talk and images.
3. Application:
Problem Framing This stage comes early in the design process. It aims to explore the problem to build an accurate understanding of the main issue that needs to be solved. In the problem framing stage, the storytelling can be used in this explorative initiative. It helps the design team to engage with the user to define the problem using a qualitative data from the consumers. Multiple storytelling sessions can be held with the consumers who meet with the persona characteristics. Then, the data can be collected and analysed to build a generalised idea about the problem. The advantage of using the storytelling tool is that it helps to create empathy with the problem as the consumers tell their stories from their own perspective describing their pain points in the process. It helps to build a persona empathy map about the consumers’ feelings and experience. Solution Framing In the solution definition and prototyping stages, the design team would number of potential solutions that need to be tested and evaluated to understand which is the best solution from the user perspective. In this stage, the storytelling can be used again in this stage but with a different purpose. In this case, the team tries to understand which solution is the most appropriate for the consumer. The storytelling can be used in this part of the design process to build a two communication with the consumer to validate the efficiency of the solution. In the prototyping stage, storytelling plays an even more critical role as the consumers can use the solution and provide feedback to the design team. The team will be able to observe how the consumers use the prototype solution and build a realistic understanding of the suggested solutions.
4. Insight:
One of the practical features of the design thinking process is the ability to get consumer feedback about the product or the service to improve the product in the future. Here, the storytelling can be used to explore how the final product is used in real life and how consumers interact with it in their everyday life. The information collected from the feedback sessions are usually used to improve the future versions of the product. Figure 2 above shows when the storytelling can be applied during the design process based on two commonly used models; the Double Diamond by the Design Council and the IDEO Design Thinking Process.
While the storytelling can be used in different stages of the design process as above, it is a suitable tool to collected personalised experiences from the consumers. It may be hard to build a generalised data based on it because of the different nature of each consumer’s story, but I believe this is one of the strengths of the tool. It helps us to understand the empathic experience that the users face when using a product or a service. This unique strength point can be valuable for the design thinking process especially when it targets specific problems such as medical interventions or personalised use cases.
In sum, the storytelling is a powerful communication tool that enables us as a human being 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 consumer’s experience which can be hard to collect using other research methods such as the survey and consumer journey mapping.
5. Approach:
to understand the storytelling and how it is implemented in the design process, we need to explore its different parts and how they are put into a unified component called “a story.” Generally, every story has the following elements:
Domain (What) – This is where you define the problem or the topic that is addressed inside the story. In the design process, it can be a consumer target such as booking a medical appointment or refund an online purchase order.
Players (Who) – The players involved in the story or the people who are included in the story. The leading player represents the demographic information that will be used to build the persona engaged in the design process. The principal character here is the consumer as the one who faces the experiences. Other players may involve into the story such as the customer support or the employees who communicate with consumers
Story flow (How) – Each story consists of three main phases; beginning, middle, and end. In each story, there is the central crisis or a problem that usually comes near the middle stage. This is typically the problem targeted inside the design process. However, there may be other obstacles or issues that come before the main event in the story as highlighted in the below figure.
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10,483 |
REFLECTION-Storytelling
Challenge & Selection
Storytelling has an important place in any activity that requires good strategies and a great
design thinking tool that we can use in many circumstances to achieve our goals.
For example, I would like to use it in the area of sales marketing, installing solar panels and promoting renewable energy. We are therefore now witnessing an important energy transition and we are supposed to convince and persuade a general public for the use of renewable energies, in particular our solar panels.
And for this, advertising campaigns are organized by the company to convince people to migrate to such a source of energy.
When we are in the field, people are open but they are afraid of change, they prefer this comfort zone (fossil fuels) while neglecting the vast consequences on the environment and living beings in general including man. By exchanging with them, we will be able to use their different ideas and their points of view on the subject to adapt to the context of the subject in order to find strategies and solutions to better convince them and persuade them to buy our products and to adopt for this transition.
Application
So, I'm going to use storytelling, which is a very powerful design thinking tool and the most
suitable in our case. A tool that can make everything enjoyable, make the subject or theme interesting by touching the sensitivity of our interlocutors. Storytelling turns bland content into sparkling, sparkling content that stands out. In our case, we will try to show them the disadvantages of energy fuels.
Have you ever felt it? This feeling of frustration over the resurgence in the number of cases of covid19 preventing certain activities and the number of deaths caused by this disease. But did you know that atmospheric pollution kills three times more than covid19 and most of this pollution is caused by energy fuels and we are large consumers of these energies. No one is immune from the moment when we breathe this polluted air, from the moment when we endanger nature, the environment.
And of course, we remain attentive to our customers to establish this atmosphere, this spirit of communication. And finally, we can advance this methodical approach which consists in telling a story by using storytelling to touch their sensitivity even more.
Insight & Approach
I could tell you this little story so that you can see how renewables are a real advantage.
Once upon a time, a young, vibrant, dynamic Gregoire was married to a young woman named Sandrine. The very happy young couple all had in front of them a happy, very fulfilled sight. But their happiness would be short-lived since we diagnosed heart problems caused by pollution at Grégoire who worked in a nuclear power plant. He eventually died while leaving behind a bruised pregnant woman. No one would like to go through this, but we are all responsible for it and we will have to fix it.
What do you think of an inexhaustible source of energy? Without damaging the planet, without harmful effects on the environment, far from pollution. Imagine that everyone was using this green energy from solar power plants. We could have avoided this bad fate for the Grégoire family and of course other victims who are in the shadows.
This story had an impact on people, sparked great interest in solar panels, and they got much more interested.
Thanks to this very powerful design thinking tool, we can achieve the unthinkable. This course that I have taken is very useful, encompasses several interesting aspects, not only theoretical but practical thanks to the concrete examples which will be very useful to me in many situations of life.
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10,485 |
Reflection – Visualization
Attention Windows in Banking Agency
Challenge
The situation is presented to us, for example, in a banking agency that provides
information (attention to claims, etc.), resolution of doubts, customer service in general,
that sometimes the personnel designated to attend is not enough to avoid agglomerations
of people who request the service or at another time do not have anyone to attend to. The
objective would be to establish a mechanism that allows all people to be assisted in the
shortest time possible and those who have to wait, do not do so for a long time. Likewise,
identify the periods in which the quantity of people requesting attention is minimal or null
and it becomes necessary to consider changing the number of agents attending.
Selection and Application
Visualization can help to have a better picture, or to appreciate it in a broader way
because there are a series of interactions between the people who need to be cared for
and those who provide the services they demand. Some of the queries are usually simple
administrative procedures, but in most cases personal criteria must be used to resolve
them, which implies the need to include human criteria. This type of requested services
raises the level of uncertainty because the time that each person will need to resolve their
situation cannot be calculated with certainty. This type of tool is used because the flow is
not usually constant and can vary constantly not only in the same day, but in entire weeks
or by days (morning or afternoon). The information available is mainly related to the days
when there is the highest traffic of requests and peak hours.
Application
The system is established through the number of people providing the service and the
relationships that occur through the number of people served, if there are more people
providing information, there will be fewer people waiting to be served. The dynamic that
occurs is that there is a certain number of people who need attention and they approach
the windows individually the moment one of these is free. The feedback is given through
the observation and recording of the number of people served in different time slots, so
for example it could be identified that at meal times, the traffic of applicants drops
considerably. We could have emergent cases, for example when some type of withdrawal
of funds is established for certain clients and the bank is chosen to carry out that
transaction, which would constitute a totally atypical situation and the number of people
serving in windows to keep up with the sudden demand. It becomes necessary to consider
these types of situations in order to provide a favorable response when they arise. By
applying Visualization, we could use our anticipation to be able to locate a greater number
of people providing care during “peak” hours and days, and reducing them in those that
have been identified as low visits. The benefits of applying this tool are given because we
consider the different interactions that occur and by being able to see them in advance
we can somehow predict the result of our decisions, which makes us more analytical and
thus we can make better decisions.
Insight
Having applied the Visualization tool, I have been able to have a better vision of the
problem and approach it from different angles, which has been very useful.
I believe that using this tool has been successful due to the ability to adapt to
contingencies that may arise, despite the fact that the flow is expected to maintain a
constant trend over time.
Approach
For situations similar to this, I would always use this Visualization tool, because it
broadens the panorama with which we work and thus allows us to better consider different
approaches; although I would also like to implement the Learning Launch tool, because I
believe that it could provide more information about what clients consult or need and thus
be able to establish a more personalized relationship with them and therefore better
service. This would imply a win-win relationship, which would be very positive for the
bank.
|
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10,488 |
Reflection Assignment – Mind Mapping
Challenge & Selection The tool I used was the Mind mapping tool which helped me to go from what is stage to what if stage of the product development process which I was involved recently as a part of the project course for a Automotive company in Sweden.The main challenge in the project was to develop a product for the future by gathering the problems existing in today’s process and also the getting to know the insights from the stakeholders for the future. I have used the mind mapping tool which helped me to look for patterns and themes in the data which I collected by doing the literature and customer survey regarding the current and future requirements of the product. Application I started the process by looking at the data collected from the research on autonomous vehicles which is the base to the product being developed and look out for possible places of use depending on the scope of the project. The task was to develop an autonomous load carrier for the future of transportation which would be able to load and unload goods to the trucks or stakeholders autonomously without any human help in the whole process. I began by interviewing different kinds of stakeholders like the warehouse companies, last mile delivery outlets, truck drivers etc to gather insights and inputs for the future autonomous vehicle. I had to narrow down the scope of the project pertaining to one area of use of the vehicle which was one of the major tasks before going for the idea generation phase of the process. For the narrowing phase of the project I used the mind mapping steps like explained in one of the course lectures. I took information from the different stake holders pertaining to the various possible output areas based on a questionnaire which comprised a set of questions related to the good and bad services that they were facing in the current scenarios and suggestions regarding the possible future scenarios of the autonomous vehicle. Further narrowing was done using the research of already existing solutions and competition to few of the above related market areas.Like in the delivery of goods in the last mile few companies have already started rolling out autonomous vehicles to deliver goods which are prominently increasing. After gathering all the inputs from various stakeholders I put them to discussion along with few of my colleagues to look for connections or patterns in them and then to narrow them down based on several other criteria and arrive at a final design criteria to proceed to the idea generation phase based on the finalised design criteria which was done using the mind mapping technique as explained above. Insight & Approach What I have learned from doing this mind mapping before proceeding the idea generation phase is the various possible solutions of each output areas from each stakeholder point of view which when put on paper gives us a huge variety of ideas which should then be connected for a effective yielding design criteria. The huge classification tree which comes as a result of mind mapping made me visualise the importance of doing it without which if the project would’ve been continued would’ve made the project and the whole process difficult and unsuccessful. The survey from various stakeholders allows them to share their unique perspectives and develop insights into potential outputs.
It is one of the efficient method to organise ideas and analyse complex situations through breaking things into smaller sections and one ting the common areas to give a unique successful solution.It leads us to a clear path to proceed ahead to the next stage without any confusion.It can be finalised as a process which enhances ones cognitive thinking process, deepen the knowledge of a specific area and find the specific issues that are needed to be addressed. Regarding the approach I would use in the future for a situation like this I would say that I would include the visualisation process along with mind mapping which would be looking into a bigger picture of developing a whole product. When it comes to “what is” stage of the process I would definitely use the mind mapping technique for this particular project or product as I feel that any other technique wouldn’t do the justice to the process of delivering a well defined product for the stakeholders.
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10,490 |
Challenge & Selection Mind mapping is a great tool and I use the tool often. I work with a lot of qualitative and quantitative data and this tool helps in finding patterns and finding the criteria for designing the solution. The challenge I have picked up for this exercise is around “New hire experience”. We have 100-150 employees every year in my unit. These candidates come from different backgrounds and organizations. Hence, have different experiences in terms of culture, ways of working etc. and also different expectations from us. In recent years, we have seen a sharp increase in attrition of new hires (leaving us in 0-6 months). Some employee left us as early as 15 days. This trend is the reason I picked up this challenge for the exercise. This challenge required me to collate a lot of quantitative data (trends for last couple of years) and quantitative data (through focused group discussion, one-on-one discussions and discussion with internal stakeholders). Mind mapping is one of the efficient methods that organizes all the thoughts and ideas in a formation and in a visually brain-friendly method. This challenge required a lot of analytics and brain storming hence mind mapping is the ideal tool to think and analyze ideas and related topics. Application To apply this tool the first step was to collate all the relevant information – attrition trends for last 3 years, exit interview forms for new hires, data on the organization we hired from and which set of employees decide to leave early. On qualitative side, collated information from new hires about their experience during hiring process, onboarding, induction and the first 6 months. Also did focused group discussion with people managers in the organization to understand how the new hires were experiencing the managers and visa-versa. Post all the data collation, I used the tool to divide the challenge into categories and see what the brainstorming ideas were. Below is the mind map of the same:
Insight & Approach Using this tool helped me realize that the new hire experience is not only restricted to when they join us or how their immediate environment effects them. The experience starts from the first call they receive for the interview, how the interview process is conducted, what is the connect build with them before they are on-boarded, how is their manager and HR taking responsibility of their initial induction, if they are able to make friends at workplace in the first month and most importantly if they understand purpose of their role and in the initial few months see what difference they are making. Mind mapping is a good tool to also break down a big problem into smaller ones and then analyze the data we have and what patterns are emerging. This course helped me identify that and apply the tool to also break down the problem into smaller problems and address them separately.
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10,493 |
Challenge & Selection
Storytelling is a very useful tool that can be used especially during studies to animate the students. I'm studying digital economics at a university in Germany. Many term papers and exams are an important part of our curriculum and as a result our lecturers have to read through and evaluate dozens of different texts from over two hundred students. There is not much tension. Even for the students, it is usually very tedious and boring to write, for example, thirty pages about the history of the design of digital assistance systems. Interest in studying is waning. That shouldn't be the case, because after all, the course is there to develop interest in the various modules. The course is the basis for our future profession. If you associate something boring like housework with this subject at the beginning, you quickly lose patience and interest. Storytelling helps, for example, to make a lecture exciting. A professor who himself makes the subject of mathematical fundamentals of business administration interesting with lots of stories and background knowledge will get far more attention from his students than a professor who boredly writes some formulas on the blackboard. This has a positive influence on both sides: The students enjoy learning the content and get more specialist knowledge and good grades and the professor can distribute his knowledge to many interested people
Application
I unconsciously applied the storytelling criteria once before I ever heard of this method. In the second semester of our studies we were supposed to give a talk about a technology company. I had the misfortune to be one of the last to turn, in the period when the professors are already sitting at their tables bored and the students are only thinking about finally being able to go home from university. The company I chose was Apple. The evaluation criteria were that we should analyze and explain the exact methodology of the ascent and the marketing concepts. Everyone had about twenty minutes to present. I got the audience's attention by trying to tell the life of Steve Jobs (the founder of "Apple") and the structure of his company in a very dramatic way. I tried to make a story out of this presentation that describes the ups and downs from the founding and rise of the company, like a fairy tale - Steve Jobs was the hero and the perfect mobile phone with the innovative touch display was the victory. The technical criteria such as the various marketing concepts were described together with the situation, i.e. why these concepts failed or why not. I tried to put as much energy, passion and enthusiasm into the presentation as possible. And as I found out afterwards, it was worth it: I got 10/10 points as a final grade.
Insights & Approach
A story can aim to introduce a new innovative product. With the introduction of the iPhone, Steve Jobs' presentation followed the following three-step process: We looked at the so-called smartphones. We didn't like them, all of them difficult to use (initial situation). We accepted the challenge of building a smartphone that is very simple and reduced, and yet can do a lot more. Wasn't that easy (complication). We made it anyway, here it is (denouement).
A story - whether in business or in a fairy tale - has a simple set of ingredients: a hero. The audience should be able to identify with him. A target. The crucial questions are: Why am I telling this story now? What do I want to achieve with it? A conflict. It arises from resistance that prevents the hero (and his team or company) from achieving the goal. A dramaturgy. It can be represented in a three- act scheme - initial situation, complication, resolution. The seven basic plots also provide a good orientation. A resolution. How is the conflict resolved and what do we learn from it?
By fulfilling these five criteria, you can win over any listener. No matter if student or professor.
I firmly believe in the power of storytelling. Good stories change the world by inspiring action. They allow us to cross borders. To make a new or changed reality tangible. It worked for Apple just as it did for many other successful companies. And I'm sure Steve Jobs would have used the power of storytelling in any other company just as virtuously. It's not about drawing a beautiful picture of yourself that others fall for. Rather, it is about clearly locating yourself: Why do I do what I do? Who is that useful? The starting point is always the respective purpose.
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10,494 |
Ahmed Elnemr // Reflection – Learning Launch
Challenge
I am founder and president of an art and culture association in Milan, Italy. Since its foundation, this association has had the goal to engage foreign students and expats living in Milan and the Italian society in a dialogue through cultural events. For this purpose, we design and produce numerous cultural events (mostly concerts) during a year and this requires a comprehensive knowledge of the audience. Initially, to understand better our market, we relied on traditional market research methods. Thus, we sent out surveys to define our target audience’s taste and preferences. However, the results were not satisfying. Non-Italian respondents were interested in cultural events that would not attract the Italian audience, therefore, they could not result in the desired interaction between these two communities.
Moreover, we wanted our cultural events to be of high quality and have a positive impact on the cultural taste of our foreign community. Cultural events which precisely matched this community’s taste could not result in their cultural growth, and thus did not satisfy us as cultural activists. Our confusion and lack of experience resulted in a dramatic failure of our first project. We organized a high-quality jazz event in one of the best music halls in the city. This event cost us a lot of money and energy, but, unfortunately, our ticket sales were not even close to satisfying and the expected interaction between foreigners and Italians, of course did not happen. Following this defeat, we decided to take a different path and try a new approach.
Selection
After an extensive discussion in the association, we decided to try the Learning Launch or the experimentation approach. We decided to follow the suggestion of Dennis Lehmann that he made in his lecture: “The key is to do experiments that are fast and cheap”.
Application
After convincing other members of the association, we decided to design a higher number of smaller and more affordable projects which could be implemented more frequently. This allowed our learning-by-doing and to helped us to improve our cultural events in process considering feedback from the audience and other stakeholders. Since then, our cultural events were prototypes, designed and planned in collaboration with our audience, which was enabled to express its opinions and discuss the event’s content, schedule, timing, etc. on our social media platforms.
After each event, we conducted surveys in which we asked the audience’s opinion on the event and their expectations regarding our future activities. We also made in-depth interviews with those who had more to say. Moreover, we tried to understand to which extent our events influenced our audience’s taste and how much they facilitated their interaction with the local society. This new approach proved to be highly efficient. In few months, we started to make profits and were able to invest more in new projects. We also had less disagreements with our audience over taste and had a better understanding of our events’ identity and our brand. Furthermore, we had a more balanced presence of Italian and non-Italian audience at our events.
Insight
After few successful experiments, we learned that planning and designing cultural events based solely on simplified customer surveys results is a waste of time and energy. Products (here cultural events) have to be designed based on a deep understanding of the market that can be gained through an anthropological study of the consumers. Moreover, we cannot expect a comprehensive market research to lead us to a single product which will perform perfectly. An organization has to have a set of prototypes which are designed based on research and tested early in the process, so that if not successful, they can fail fast and cheap. This model allows the organization to test, improve, and review the product on the iterative basis. Continuous experimentation allows not only to find the product that
matches the target market’s expectations the best, but also triggers innovation. Users’ feedback may lead to discovery of new products and services.
Approach
In few months, our association is planning the first edition of an annual music festival. This festival’s program and the list of performing bands and musicians will be decided in a collaborative process between the potential audience and the organizers. Though, a slightly bigger weight will be given to the organizers’ choices, because we do not want the festival’s genre to be completely defined by the taste of the audience. However, design and organization of this festival again relies upon the Learning Launch approach and Experimentation. Beside the main program of the festival, there will be a parallel event in which a variety of smaller concerts that are not precisely selected and curated will take place. These events target different groups of people and will allow us to observe reactions and explore trends which we could take into consideration for the next edition of the festival.
|
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10,495 |
Reflection - Mind Mapping
Challenge & Selection:
As a board member of a non-profit student consultancy firm I was confronted with a strategic positioning challenge. Historically, our organization linked students of the local University, who were eager to exhibit their recently gained academic and theoretical knowledge into practice at local small and medium enterprises (our clients) on a project base. The challenge was triggered since our key stakeholder/ partner, the local University, decided to organize consultancy projects themselves instead of outsourcing this to a semi-independent student entrepreneur organization. Since we were a spin-off of the local University our very own existence was at stake unless we were able to reinvent our proposition. The only question was ‘how’? We’ve always assumed that the main driver to do business with us for local small and medium enterprises and the students themselves, was the fact that we were affiliated with the University. This way the project scope included the strategic positioning of our non-profit student consultancy firm with limited resources based on the added value to the several different stakeholders including a high urgency. The goal was to unravel the intrinsic motivation of our current clients and students to do business with us in order to reposition ourselves into the market and outsmart the new competition provided by the local university (former key stakeholder). We expected to cluster the different stakeholders based upon their motivation to do business with us.
Our challenge was to understand the current reality/ ‘as is’ of our organization by collecting high
amounts of data from several stakeholders and to look for patterns, insights etc. in order to develop design criteria for the ‘what if’ of our organization. Therefore the mind mapping tool proved to be the ideal tool to come up with creative solution since it would enable us to make a smooth transition from the current situation to the future/ desired state of our organization.
Application:
After finishing a projects with our clients we invited both the students (who executed the project) and the client, to participate in projective techniques to uncover their reason to work with our organization and to share their experiences. In this way we were able to align our own organization on the current reality since some of us stated that students were (since we were non-for profit) more important than our clients and vice versa. In order to solve this puzzle we asked clients and students to post their experiences on the sticky notes. After a break of 30 min we asked them to cluster their own experiences. Then the insights were identified related to each cluster and connections between clusters where highlighted. This proved to be one of the toughest parts of the exercise. After asking ‘so what?’ related to several clusters the true meaning of the experience emerged. For example, the amount of freedom during the project indicated by the students became: the amount independency compared to normal university assignments or usual student jobs (e.g. call centers).
By this it became clear that the main driver for both the students and our clients was that our
organization existed of young student entrepreneurs who didn’t follow the University rules but were willing to take risk and experience things outside the box. After having this insight the pivot between ‘what is’ and ‘what if’ started focusing on the creation of the criteria which was in our case the fact that it should be entrepreneurial. By thinking: ‘if anything was possible’ how would our organization look like, we entered the next stage.
Insight & Approach:
By designing the new positioning of our organizations based upon the new design criteria (e.g. entrepreneurial) we were ultimately able to position our organization as the platform for ambitious and entrepreneurial students, who want to organize consultancy projects for themselves. The mind mapping tool showed how our different stakeholders were interlinked. Since our clients were looking for this exact entrepreneurial spirit our organization ensured its long-term survival as a springboard for students allowing them to put their theoretical knowledge into practice and triple the turnover in the first year.
This course made me understand the importance of mind mapping in creating design criteria
when being in the transition from the as is to what if. Especially, the ability to process high amounts of data and cluster them struck me. Therefore I would definitely perform a min mapping exercise when being in a similar situation. When I’ve done it before it would be aimed at looking for immediate solutions instead. I would not have discover the specific application of mind mapping without the course and by that misusing this very valuable tool.
|
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10,497 |
Applying “Learning Launch” Challenge We wanted to test a news business model (subscription) and a direct to consumer approach for a well known beverage company. There were several hypothesis concerning the specific customer needs we had to validate and there were several doubts concerning the pricing (what these specific customers would be willing to pay) and different customer segments. We wanted to test a beverage subscription service that “learns” over time from consumption preferences, habits and favorite ingredients. The concrete customer need we identified is the logistical nightmare of shopping beverages and serving all different needs within the family (taste and nutrition and occasions).
Selection Based on the huge number of different hypothesis we decided to run small experiments based on the learning launch method.
1. Idea
2. Specific customer.
3. Specific need.
4. Solution / idea that meets the customer need.
5. Better than current alternative = Hypothesis
Application, approach We first created a multi disciplinary team from different functions, a small and diverse team + a skeptic (to avoid confirmation bias = find evidence that it is a good idea). We then elaborated key assumptions based on “What do I know?”, “What do I not know?”, “what do I need to know?” and “how do we learn what we need to know?”. Before creating a prototype we then talked to potential customers to validate (or not) some of our key hypothesis (customer need, problem-solution fit, price) concerning value creation and talked as well to logistic provider to validate execution. As some of them were validated we only pivoted / changed some aspects of our first solution approach. Insight As we quickly got real life feedback from clients we “failed” cheap and fast with some of our main hypothesis. People thought it would be a gain to get personalised beverages delivered to their doorstep. Pricing was too high (which was basically a problem of logistic costs) and yes, they were OK with sharing important data for personalisation such as Apple Health and Fitbit data as well as geolocation data to track their daily commute etc. to offer drinks on the go at certain cafes etc.
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10,498 |
Challenge In the past, I worked as a UX Designer for little web company involved to a request came from a little coffee company which wanted to serve new products to the potential customers. They referred that they have a business model ready and wanted to develop a website and a mobile app. The client wanted to deliver a new and different customer user experience. The team engaged us to work specifically on user experience engagement and customer education of the products. The company wanted to build a design aesthetically good with functionally standing out in the market. We conducted series of workshops spread over several hours with client’s teams to develop these ideas into items. We conducted brainstorming sessions and developed a business model canvas to gain a better understanding of the relationships between the various operational stakeholders. In the process, we set the vision for user experience of the product and with stakeholders and went ahead to understand the product they wanted to offer, types of customer segments to engage with the levels of service to be provided. While building a website/mobile app for the customer, we wanted to understand how the customer will interact with the interface. Selection Since the company asked to us to specifically work on the creation of a different user experience, we decided to visualize the entire customer journey which will help us uncover how the customer will experience both website and app. We used the business model earlier developed in order to map the customer journey, partners and channels. We also prepared artefacts with the inclusion of use cases, scenarios and people. This type of work based on visualization helped to strength customer segments, which suddenly increased the market size for the company. Application After discussed and visualizing the project with customer, we created the design plan and the technical drawing for the customers. We had the opportunity to map the stages which helped us to clearly identify the various elements which needs to be designed and how these elements will be designed. All of these stages had a front view for the clients and these were then traced back to key business processes which will be required to be formalized in order to deliver the outcome. We collectively agreed upon the design directions and prepared wireframes and their navigation frameworks, visual details that demonstrated use cases and scenarios. We explored two to three alternatives before agreeing on the final delivery. This activity helped us develop a roadmap useful for future actions also valid for other teams. Insights Visualizing the current process helped me understand some little gaps in the UX process. By representing the catalogue as a simple way it reveals a useful way for identify a clear approach in order to develops and identify the steps and scope of work, design challenges and technical constrains. I was able to create a lot of interest among the clients by keeping them engaged and interested. Approach The Road Map developed earlier in conjugation with a Gantt diagram, helped us to logically quantify the project and each phase. In order to align people involved in the development design presented to the customer we delivered artefacts that included prototypes, UI screen and guidelines, etc.
|
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10,500 |
Visualisation
Challenge and Selection
I selected visualisation because its an important tool for every firms to create an image not just by drawing but by visual thinking to think non verbally and to push ourselves beyond words or language. Let’s see how Dove used visualisation to be successful. They mainly targeted women and the challenge they found among women was about their appearances. Its true now a days Women don’t have confidence about their looks they hide their flaws through make up. They feel that their ugly in their own natural way or afraid that society would judge their looks however Dove helps and proves the women wrong let’s see how.
Like in the video of The Good kitchen story mentioned in the lectures where employees were embarrassed about their jobs but Hatch and Bloom just changed they way they think about themselves by making them think they are chefs working in restaurant and customers are the senior citizens just changed the whole scenario.
Application
Well they used this tool by creating a video which focused on women asking them about how they feel about
themselves in which many answered they lack confidence in their looks they are not able to embrace their flaws and they feel incomplete without makeup. It was all about self doubt and self critics. So the team brought in a forensic artist to draw two portraits of women to compare a women’s self perception by visually drawing to that of how others saw her. The results were surprisingly amazing. The portrait drawn in the perception of a stranger seemed attractive when comparing to the self perception one. Which in turn clearly defines that women are bombarded by unattainable standards of beauty via magazines and television in which they compare themselves to that of others and undervalues themselves. However through the visualisation process done by the artist changed the life of the women making them realise they are more beautiful than they think, to embrace the uniqueness and it could be easy when we just view ourselves from the eye of a stranger.
Insight and Approach
Wow it was just an eye opener. By using innovative and creative techniques dove manage to keep their video
engaged, surprised and made people to think and ask questions to themselves about their real beauty. The more catchy part was the emotional reactions when women viewed the composite sketches hung side by side by their own perception and strangers perception. As they couldn’t really believe they were beautiful in the eyes of others and it’s was due to their
misunderstandings and underestimation on themselves made them feel less confident in them. The next thing I understood was Dove focuses on people rather than their product that is by putting themselves in the shoe of customers and thinking visually.
So the lessons learned from Dove on using visualisation effectively has inspired me to use this tool in the coming future to think differently right from the beginning for a series of design thinking activities and thereby help to solve the problems of people.
|
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Challenge:
The challenge that I have been assigned to in the current working environment is to improve existing project management process to deliver projects on time and within costs and improve customer/ stakeholder satisfaction. To address the objective I have to work with my existing team which is a three member and interact with immediately related teams of Finance, risk, governance, central procurement team and other corporate stakeholders like my client and onshore stakeholders. We wish to personally connect with all stakeholders and understand their perspective to find out the improvement areas.
Selection:
Although we have studied various tools in the design thinking course, I have chosen the Visualization technique tool. This technique uses imagination to draw chart, pictures and bring other on same page to draw out a mutual agreed upon process and improvements.
Application
I created, ‘what is’ stage by drawing the existing process on the paper. Thereafter I met department representatives from each of the above mentioned departments to gain their perspective on challenges they faced in the existing process. I made a note of those individual inputs and redrawn the existing process with those inputs incorporated. The updated version of the process was shared with the all the stakeholders highlighting the areas that were changed. By doing this exercise the biggest gain apart from the changes identified was the buy-in from the stakeholders and placing them on a common page/ understanding about the process which had been lacking so far making it most challenging aspect.
Insight
By implementing Visualization technique we were able to understand and articulate the changes to the existing process and were able to put in front of the stakeholders. With inputs from stakeholders we were able to brainstorm and shortlist the most effective improvements in existing process and made amendments. The result achieved after implementing the improvised process in lesser escalations and reduction of conflicts in the individual project calls. We have made this an yearly exercise now to revisit our process and bring improvements. I would also like to use the learning launch tool in my next exercise.
Approach
As mentioned above the Visualization technique has enabled us to gain a different perspective in to the problem and helped us articulate the changes relevant in the process to bring the improvement. During our next iterations we will further deep dive on the results gained and apply other techniques to obtain new ideas that can be used for implementations
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10,503 |
Reflection –Visualization
Challenge
I am a student pursuing my graduation, I had come across an event called Star-up Weekend held in our city where the participants had to pitch their ideas and work on it. Within the span of 54 hours these participants and their group had their own company after working on it. Everyone participating in the event has marvelous idea for their Start-ups, we also had ours. That was - In this busy life-style, not everyone has time to look after the care of our mother nature. So we decided to startup a company which will provide their customers a pack of 5 pots which add a beauty to their home as well as increase in oxygen in the environment. Our challenge was how to convience the customers to buy the pots and help their surroundings be pollution –free.
Selection
To overcome the challenge I selected Visualization Tool. As we know that visualization isn’t about only drawing, it’s actually about visual thinking. Visualization is beyond words and languages. In short more the visualization the more likely to achieve sense of agreement. Working on how to convince the customers, the visualization tool helped us to achieve our target.
Application describe
Our team started to work on what perks we should provide the customers so that they agree to plant flowers and vegetables in their backyard or balcony. We can across many outcomes and found that – We can provide them monthly services for taking care of their plants. –We would encourage them telling that they are doing a good deed helping the Mother Nature to sustain. –We would also provide an application to our customers which would tell them the condition of weather and how to take care of their plants in such weather, it would notify customers when their plant need to be watered and when their plants need to change the fertilizers.- To get feedback of our customers and lot more. Working on our start-up our mentors became our first few customers to buy pots from our company. This was so glad full to know that in this hectic life-style of all we want our mother nature to sustain and many of the customers were ready to plant pots in their balcony and backyard. And this is how the Visualization tool helped us to visualize the need of customers the perks that would attract the customers and the benefits they would get after plantation.
Insight
As I mentioned above this was a team task for a Start-up Weekend, Our team got specially recognized among the other teams. We couldn’t believe that we raised a small company at the end of the 54 hours. And a notable remark that we didn’t actually started a company but yes we gained an experience how to start a small scale business on our Idea of plantation in backyard. We knew how to attract customers for their well-being where the visualization tool helped us a lot.
Approach
What I learned from t=conducting this experiment was to understand the needs of customers, to understand what the problem is and to understand what are the strategic opportunities, what more can we do to for growth of our business, how can we remove barriers and how to manage risks. My approach would be if I really get a chance to start a small business on our idea I would surely work on it and use more tools from the “ Design Thinking for Innovation“ for up bring and sustain our environment.
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10,504 |
Example Reflection – Learning Launch
Challenge & Selection
I’ve not done any dessign thinking before the training but I think me and my team could use it in a near future regarding the new software we are working on. The challenge would be to get a feedback on how the customers experience it.
In my company, the first version of this software is already used by customers and the feedback is good. This second version runs as a service in the cloud whereas the first one is delivered on physical servers. So the philosophy and the way to use the new software are very different so we need to know if it suits the customers needs.
For that, we could use the learning launch tool which will allow to conduct a small and quick test of the new software with key customers. The data will get from the learning launch tool will make us feel if the customers embrace the new software.
Application
As the new software is running as a service in the cloud, we would just have to give an access to the User Interface to the customers participating to the test.
The choice of customers is very important : the idea would be to get the feedback of 5 customers already using the first version of the software and to ask them to use the new one to do the same tasks as the first one. These 5 customers should have several profiles to ensure that the data we’ll get will represent the targeted customer: 2 should be part of the biggest clients of the company, 2 should be new ones and 1 should be one of the tough customers using the software.
To get a good quality of feedback, the customers should be able to test the new software for two weeks. And by the end of these 2 weeks, a meeting should be organized with the customers and the following questions should be ask to them : 1) does the new cloud base architecture of the software answer some of their needs? 2) what is a real plus in the new software? 3)what is missing in the new software?. These questions should open a frank discussion about the new software.
Insight & Approach
As it would be the first time me and my team will use the design thinking, we should get a lot of insights after the meetings with the customers. And if the selected customers would get involved easily, learning launch should be a good tool for every new version of the software and perhaps it could be used widely in the company. And to continue with the design thinking, visualization could be used to ask the customers to imagine the software features that would simplify their work and complete idealy their needs : this data would be used to build the next version of the software.
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10,505 |
10 / 04 / 2021 Caroline Parmar
Challenge & Selection
The tool that I used is Visualization. At first I thought it was about drawing. But the truth is,
it's all about visual thinking and we all do it. My challenge was when I was working with my
team members, things were never clear, they didn't understand my ideas so my grades were
not that high. That’s why I choose this tool. According to the video, the words we write on a
blackboard on a blackboard are both examples of visualization. The pictures we make in a
PowerPoint display, photography, and video are all examples of this. Basically, it's something
that brings us beyond the use of vocabulary or phrases.
Application
I started using this instrument in a very basic way, imagining very simplistic objects like
geometric figures. As the author mentions that the more you use images, the more you will
start to make diagrams when you speak to give people a graphic representation of what you
are saying. The more inclined you are to initiate a dialogue with others, the more likely you
are to arrive at a sense of understanding and consensus. I think all of these strategies
helped me to be much more efficient.
Insight & Approach
What I have learned from doing this exercise especially with my teammates is that what we
struggle most with is being able to understand the ideas of others, which is why it is
important that everyone has the same knowledge. It is important to me that everyone on my
team will practice this tool so that we can communicate in a better way.
The more you start using pictures, the more you start diagramming as you speak and create
a visual image for people of how you are thinking. The more likely you are to achieve a
sense of agreement and consensus with people, the more likely you are to strike up a
conversation.
I used the visualization activity as a first and from there to use that side of my brain more
and see things differently. Next time you could start with simpler exercises and depsue by
raising the level.
|
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10,508 |
Reflection – Mind Mapping
1. Challenge
While working recently at a student association, I gained exposure to large scale sales processes for a wide range of different stakeholders. We were in contact with customer groups with various needs and thus required carefully targeted messaging in order to convert leads into long-term buyers. Due to the nature of tenures within student associations, with significant turnover every year, it was difficult to build and sustain deep customer knowledge and insights.
2. Selection
I believe that mind mapping as presented in week 3 of this course could constitute an efficient way to generate customer insights and to observe changing trends with each new student cohort. The goal here would be to gather existing customer data, market intelligence and learning of previous year by the management team and introduce the results in a visual format to new team members as well as representatives of each customer group.
3. Application
The first step would consist of data collection. This would include a combination of data from our proprietary data sources as well as new data collection initiatives. Regarding the former, insights could be derived from CRM data, previous customer surveys and prior focus groups with relevant stakeholders. Regarding the latter, new initiatives should be centred around identifying and substantiating blind spots in the existing research. It could also be an opportunity to generate new data points through more creative research methods such as dedicated workshops or events. Secondly, this data needs to be condensed and synthesized into digestible and visually appealing presentations. It is important to combine different media in order to allow for a wide range of complexity in the representations presented. Ideally, the resulting visualizations would then be displayed at the University in the context of a dedicated event where new hires as well as members of the core customer groups would be invited to discover the results of this “What is?” stage. The presented data would be broadly organized around core themes but without too much structure and the attendees would go through the process individually alongside a senior team member acting as a guide. In light of the current pandemic, a virtual version of this process could also be conceived. Random teams would then be formed around given themes and the clustering process would begin. Attendees would organize their thoughts on post it notes and collaborate to articulate the most important customer needs. The diversity of perspectives will allow original ideas to surface and the senior team members will carefully gather these findings for the next stages of the design thinking process.
4. Insight
I believe that having different attendees, which includes both new entrants with a fresh mind about the field and experts with a wealth of experience would allow for particularly insightful findings. The goal would be to draw a flexible and adaptable profile for each of the customer groups from the teams in this experiment. Such finding would ideally combine new ideas with deep sector knowledge.
5. Approach
It is essential to build a diverse set of attendees. Too much homogeneity will hinder the reflection process. It is also essential to align the objective of participants and organizers in order to have a fully engaged team and an ultimately successful process. Lastly, it is important to replicate this setting on a regular basis in order to swiftly adapt to changing customer needs.
|
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10,509 |
Example Reflection – Imagine
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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10,510 |
Coursera : Design thinking
Assignement : Mind Mapping Challenge: After finishing my freshman year in an international business school, I now have three
months of free time in front of me that I would like to put in use. My challenge is to find a business idea, to model it, and present it to one of my family members in order to possibly create a family business. Another dilemma I am facing is in which country I would like to start a business as well as the Covid situation. I could possibly incorporate my business in Belgium (where my family lives) or in Spain (where I study), I did a SWOT and PESTLE analysis in order to get better insights of the markets. Finally, it represents a challenge at a personal level, I want to know how self-disciplined I am and how I could put in use the knowledge I have acquired this year. Selection:
The tool I have chosen to use is a Mind Map, it forms a part of the “What is? “process
and helps communicates the insights, data and information gathered during this phase. It helps distinguish patterns and links between key elements and its goal is to establish criteria for the “What is? “idea generation phase. It represents a pivotal point in the design thinking process. I’ve chosen this tool because in order to help me organised all the data I have collected from the Spanish and Belgian markets as well as customer behavior and entry barriers. Furthermore, it a great way to presents my idea to my family member in order to communicate my vision in the clearest way possible. Application:
I have used the tool by sequencing key elements such as Belgium, Spain, Ideas,
Differentiation, Customers and Barriers. I linked all of them and distinguish which part were missing bits of information’s and where I was well informed. It helped me to distinguish certain links that I couldn’t establish before and putting my ideas down helped me get better at explaining them in a logical and clear flow. Insight:
After putting in place this new tool in my reasoning I came to the realization that I
tend to skip the part of writing down goals and ideas and it was costing me dispersion in my effort. Therefore, I am happy to have broaden my level of skills and I will put it in use as frequently as it suits the problem I am solving. I’ve also witnesses how positively people respond to your ideas when you help them visualize it with an innovative technique. Approach:
Since I am colorblind, what I would do differently would be to do two mind maps, one
with the colors that suits me for my better understanding and another one with colors that would be more attractive to the people I present to. I am envisioning also to buy and use A3 rather than A4 in order to do even bigger and impressive mind map. Finally, I am really happy with the outcome I’ve came to by using mind maps and it is always nice to confront your methods with new ones in order to always improve and get smarter.
|
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10,512 |
Using the Learning Launch in the production of “chorizos”
Challenge:
“AJ” is a family business dedicated to the production of artisanal “chorizo”, which is a kind of sausage traditional in Colombia, in this particular case made with pork. The product is characterized by its excellent quality and delicious flavor, fundamental factors for customers. The company wants to start producing and selling other products in order to expand its portfolio and be able to cover other markets.
Selection:
For this purpose, the design tool select is the Learning Launch, which consist in make small experiments that test the new idea or ideas in the real marketplace. I selected this tool because I think is the perfect one to analyze the impact that a product could have on the market and get different opinions of costumers. All this data will provide a lot of useful information to improve the products and reach alternatives that are preferred by customers.
Application:
In the search of ideas of new products, it was evaluated the idea of a “chorizo” made from chicken, that is very common and could be easy because we already had the equipment and knowledge to produce this kind of sausage. So, we started to search different recipes to have an idea and started to create our recipe with the different ingredients, trying not to be such a greasy product. Then, the chicken sausages were prepared.
The Learning Launch was used when we had the product, because we gave some test of this to different people, mainly relatives, in order to have some first opinions for improvements and in a near future, we can do another Learning Launch with some of the costumers of the product.
In this occasion, the tool was applied effectively and since the product is food, it was easy to make the tests and get some useful information for the next steps of the plan, where the tool will be more effective because will be use in the real marketplace.
Insight:
At the end of the experiment, we detect that the chicken “chorizo” was a little bit dry and spicy, also, some people thought it tasted a lot of spices. In this order of ideas, we are redesigning the product recipe adding parts of the chicken that has more grease and adjusting the quantities of spices.
Approach:
Finally, as I wrote it before, we are preparing another Learning Launch with the improve recipe of the product with the real costumers, to get a more real feedback. Probably, before this, we will use the tool again with family and relatives to a have a first impression and get their approval, so the test product for the costumers will be of a good quality.
|
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10,515 |
Mind Mapping (Module 3) Challenge & Selection The first tool I used was the tool of mind mapping. To understand a problem and find the ways of storing vegetables in different methods. This was done to explore, identify and redefine the problem areas and its solutions. Mind Maps really come into their own when it comes to encouraging creativity and enabling to generate new ideas in brainstorming sessions. The spatial layout of a Mind Map helps gain a better overview, making new connections more visible so it can create an infinite number of thoughts, ideas, links, and associations on any topic. Mind mapping has been used here to map out all the ideas related to cold storage. This was done so that I can find many possible solution to it.
Applications
I started the process by putting the main topic of discussion in the centre of the paper. As the discussions with many stakeholders started to initiate, we started to add elements to the mind map. This helped us to keep tract on the ideas, which has been discussed. If the ideas repeated, we gave them priority. The application was to make a cold storage, which can be portable and cost effective. We started discussion of different ways that can be possible of making a cold storage. Then we started adding connections, which were not very apparent at the start, but started to revel itself once the mind map has been create.
Insight & Approach I learned a lot from conducting this activity with several stakeholders including our team. And what I understand using mind maps for brainstorming is, It helps easily retrieve information from our memory, gets our thoughts flowing freely so we can come up with new ideas, Identify connections between individual ideas, helps to see the bigger picture. The written and drawn maps were
unbelievably valuable as it was quick and in the form of discussions, they came out in a brilliant way. Next time I would use the Mind mapping activity as a starting point for a series of design thinking activities. Then try to incorporate their different ideas and combined feedbacks, which can serve as a reference tool throughout process.
Conclusion Design thinking can be applied to any level of problems be it a system, service, or a product. It can bring out the deeper issues, which a mere data cannot solve. Design thinking can also help create the right environment for real and much broader understanding of the voice of the customer. It helps move beyond the monologue of research and, if incorporating prototyping and testing, begins an ongoing process of dialogue with current and potential customers. It helps shift the dial when undertaking innovation and discovery from the bias of instinctive thinking to the inclusivity of empathetic thinking. What Is, What if, what wows and what works approach has revealed a lot to me. Will look forward to use this amazing process and its tools in near future.
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10,516 |
Challenge
I am working on a project aiming to specifically reduce the time and discomfort associated with grocery shopping. Essentially to create a better user experience during the regular shopping trip. This challenge targets the most uncomfortable of customers- the elderly. Lifting heavy objects such a milk, eliminates the option of a hand-held basket. The alternative, a traditional shopping trolley can solve the issue of weight. However, it is only a borrowed item and all products placed into the trolley must be removed and placed into another vessel (car boot or backpack) to return home. A significant portion of the elderly customers observed, relied on public transport to and from the supermarket. A ‘Shopping Jeep’ or ‘Nanna Trolley’ is the most sought-after solution for this demographic.
Selection
The tool of Visualisation has been selected for this early stage in the problem-solving process. This is as we are still at a point of defining ‘What Is’ the problem and how we visually identify the surrounding repercussions of the average shopping trip for the elderly before they are addressed. The Visualisation Tool also aides in working with human centred design, particularly through identifying points of strain on the human body (effect) and visually linking them to the cause of pain eg. Too much weight being carried from the checkout to the car boot without a trolley.
Application
The first test was to examine the current practices with the Shopping Jeep. I took this to a grocery store and documented the entire experience door to door with a photographer and videographer following me. During the experience I had noticed back and neck strain when lowering objects into the shopping jeep. The second, most notable flaw in the process was the self-checkout. More bending had to occur to remove everything and return them after scanning.
Once the photographs were in front of me, I drew a line over my spine and neck in each of the photos, indicating the frequency and degree to which the bending occurred. These images were then shared with the grocery stakeholders to clearly and visibly make light of the discomfort of their elderly customers. The key images were laid out consecutively before the stakeholders, producing a journey map to clearly lay out a timeline of events and isolate the points in time where strain occurs relative to the other moments in the shop. This position was reinforced with a photograph of a true event, where an elderly woman had placed the Shopping Jeep inside the grocery-provided shopping cart simply to prevent bending and its subsequent back, neck and knee pain.
Insight
Through doing so the stakeholders were able to all see and understand the same point being made, while understanding the exact process gone through during the shop. The stakeholders were then able to move forward from this point with an empathetic understanding amplified through visual cues that indicate unnatural back and bending positions. From this point of clarity, the various experiences and backgrounds of the stakeholders allowed for diverse points of views and ‘What If’ questions.
Approach
An alternative approach to working around this issue would be to gather a group of elderly people together to discuss their shopping experiences to highlight what is most inconvenient, strenuous or painful during the process. From here we can co-create a journey map that indicates all the shared experiences to suggest an average shopping trip through a visual timeline. From this point, the group can highlight problem areas along the map. This creates a visual device that can be brought into the next stage to strategize a solution.
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Elements:
1. Challenge: There are many challenges which one can face as a teacher. The basic job of a
teacher is to teach the young minds and inspire them, and this job is best done when the first student from your class to the last student is benefited from what you teach. Even if one student is left out the task a teacher is assigned to do is not accomplished. This challenge came to me when I had 2 students in my class who were differently able. These 2 students were a part of inclusive education program of my college and they both were sponsored by a big financial company, as a part of their CSR activity. Now let me tell you about the background of these 2 students. One was visually impaired up to 98% and the other was suffering from cerebral Palsy and could not walk and always needed a wheel chair. Both the students came from a poor economic background and were the first ones in their family to go to such a reputed expensive college. The challenge I faced was that both of them were not accepted well in the class. I observed that both are sitting in the first bench alone and no one is talking to them. These 2 students were also scared as they were from a regional language background and English was not their forte. The other regular students came from effluent families and were impeccably dressed just like their English, no one bothered to talk to these 2 differently abled students, forget about helping them in their studies. I as a teacher was deeply troubled as I felt that not intelligent students but the weaker section of students need a teacher more. Another challenge was that in future more such students will be joining and so the college students should accept and understand inclusive education. My college had a tie up with this financial giant and there were more students with special abilities expected in the coming years. Now I had this great challenge of making the regular students not only to accept the specially challenged students but also to help them in the education process.
2. Selection: The tool I selected is Visualisation tool. This is a tool which allows you to think and
visualize in your mind all the possibilities. The usage of this tool allows one to think in a non verbal way . The usage of his tool gets better by practice. This tools helps to visualise all the possible outcomes and solutions which are associated with a particular challenge. Refrence https://www.coursera.org/learn/uva-darden-design-thinking-
innovation/lecture/ras21/visualization-tool
3. Application:
First I sat alone with chart papers and pencils and started to find out the aspects of my challenge. There were 2 aspects I got visualise, one how to involve the regular students in my inclusive education and secondly how to help the specially abled students come out of their shell. I visualized that I can ask the class representatives to help me. I also visualised the challenges of the specially abled student which included difficulty in learning and speaking English, hard subjects, peer pressure, form filling, writing exams, scribe etc. Now I spoke to the class rep and the class spoke to other students in groups and all were convinced to support. It was decided that every week one new student will sit with the differently abled student in the class and helping them in the studies, this student will clarify their doubts, so this was weekly buddy. We made buddies for every task . English buddy helped them with coping up for English related issues. Exam buddy helped with problems of finding scribe and filling forms.There was a lunch buddy who would facilitate their movement to washroom during lunch time and also help in getting food This way these 2 students became the responsibility of the entire class. And I am planning to continue this pattern. These students are now comfortable, not scared at all and the entire class has owned the responsibility.
4. Insight:
The insight I got is that how visualisation can be done. I had to step into the shoes of the specially able students and understand the problems as they would face it.
5. Approach:
Next time also I would follow it the same way , maybe I will add another tool to it say story telling. This story of my current class has become a winning story which could be told to the future student s to come. Also my visualisation Pattern will differ If the students under consideration are different. Say for example if I get a student who is hearing impaired I may need another sets of visulisation
|
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10,518 |
Storytelling The Me & You Way Challenge
I work in oil & gas organization at a plant site level and my organization has a vertical hierarchy at work level. Hierarchy, in most businesses is explained using a two-dimensional pyramid drawn on a board but we fail to realize that work level hierarchy is not just a pyramid drawn on a board or on a piece of paper but it is a pyramid made up of people holding hands together at all levels. Now, what will happen if people leave each other’s hands, The People Pyramid will fall? Hence, it is very important for all levels to work together, have empathy and a sense of ownership. To achieve this sense of togetherness, ownership it is very important to keep everyone motivated else the system can’t work. Every person has a different mindset and it is an extremely difficult task to motivate people such that they keep holding hands and the pyramid of people does not fall. Selection
Storytelling is an important tool that can work wonders as it brings compassion, emotional connection, empathy, and motivates people. Storytelling says it's not about the list of things we have to do; it's about the connection that we give to people about a piece of information. Keeping and making people work together is very difficult but “A cause” is something that ignites people, and unites people and that is what good storytelling does, is it creates a cause. When people are told a story they try to find themselves in that story and if a story is good one, people will find themselves in the story and it is only then they will get the essence of the story. Application
People under me in the vertical organizational level used to avoid doing jobs on plant site. What I felt that in some way or the other they avoided me and critical jobs by making excuses. And if something used to go wrong in the jobs there ensued a tussle or a blame game amongst those under me. These actions were clearly hurting my customer expectations and the job efficiency, all of this indicated that something was definitely wrong and it was then I decided to sit down with them together and learn from about what was wrong. I learnt that they feared that if something goes terribly wrong in a job their career gets at stake, they get bad name so the best way to tackle this situation is to avoid doing a job. And this is where I used the storytelling tool wherein I told a story in which I was the main character and my story displayed that work is very important and if something goes wrong while on a job it is your hard work and the trust that you have will come to your rescue. I told them a story about how I was involved with a process licensor during the commissioning of a process plant in oil & gas and I was giving my best to the jobs that I was doing and how giving my best helped me when I least expected it to. Once I was doing a night shift and a major problem occurred in the plant and there followed financial losses. The next morning there took place a high level meeting to find root cause along with a demand that questions be asked to me as to why I didn’t take any action to avoid the losses and also issue me a warning letter stating that I was not performing my job dutifully. Sometime later I came to know that no action is being taken against me and instead Original Equipment Manufacturer (OEM) is being called to plant site. I was expecting something wrong is going to happen with ma and when I least expected I was told that the process licensors I had worked with had given praiseworthy feedback about me to the top management and when the question of issuing a warning letter came up the top management vetoed that and stated that my credibility and dedication is beyond question and there must be something very wrong in the system and hence I could not do anything and financial losses ensued and hence OEM be called on plant site. Each one of the people under nodded their head in agreement and the result of this storytelling was beyond my expectation as not only plant level jobs started getting completed with efficiency but also I was getting good feedback about people under me from my customers.
Insight
I learnt a lot of things by this storytelling. The First and foremost was that whenever you are narrating a story and asking people to follow the suite tell them a story where you were directly involved and you carried out the same action and you were rewarded. Second, Plan events such as storytelling occasionally so that a situation like above does not come up again with team as human brain needs to be trained or given boost ups so that it applies and does not forget. Also, team building exercises are really important and everybody should work together and pace the things like a pack of wolves when they travel together in which the oldest lead the pack followed by a few strongest and next the remaining pack and in the last guarded by the strongest. I also told this event of storytelling in front of my superiors and requested them to start having motivational events, Team building exercises even at the lowest levels. Approach
Storytelling is indeed a beautiful tool. Most of us have heard about six sigma and then some have heard about lean. In Six Sigma we talk about defects and not about speed and Lean is only speed but misses about quality metrics. A very few of us Talk about Lean Six Sigma? This is a brilliant answer to requirement of handling defects keeping speed in mind. Likewise, Storytelling is indeed a great tool and one of the best tools but there is and there will always be a scope for improvement and Storytelling Tool along with a combination of Visualization Tool is a splendid combination I would like to use in future.
|
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] |
10,521 |
Challenge
As a Project Leader in an international IT organization, I design, implement and deploy IT applications for clients in financial control in the aim of helping them in their decision-making.
The applications we develop are based on an innovating cloud-based solution. Our projects consist in building specific applications to our customers needs, from a common platform (e.g. of application: Financial planning, People planning, profitability modeling,…).
Selection
The Learning Launch consists in a prototype to test key customer, execution and defensibility assumptions. It involves quickly engaging with customers.
I selected the Learning Launch tool because it is very useful for expose part of a development in real usage conditions and with the presence of stakeholders (including future users). This tool is part of an iterative development process which allows us to correct and enhance the prototype while the project is running.
Application
The projects I lead are based on Agile method. With such a method, the first phase consists in identifying project community, gathering client needs, define objectives and critical success factors. Then, the project is sliced into lots called “Tracks”. Each Track can be seen as in an iterative and incremental sub-process with a strong involving of stakeholders which allows a high reactivity.
In our project management, the Learning Launch is used as the final step of a Track. Indeed, a live demonstration is organized in the real usage conditions with all the stakeholders. Customers and users are invited to react and interact. It allows my project team to consider all the remarks, regarding the displaying, ergonomics, workflows,…
The remarks are included as optimizations and enhancements in the following Tracks. At the end, when the application is deployed, our developments are already optimized and experienced taking the stakeholders remarks into account.
Insight
The using of the Learning Launch tool allows improving my project management with Agile method. It allows increasing the involving of the stakeholders.
The slicing of our developments into lots combined with a Learning Launch for each lot allows involving all stakeholders by increasing the exchanges and the sharing of informations. My team and I can lead IT projects with a high implication and consideration for business problematic.
Furthermore, it allows us to better identify our customers needs and key successes and consequently avoid the tunnel-effects.
Approach
The next step to continue to improve my project management is to increase the using of the Visualization tools during the design process.
The Visualization tools are ludic and powerful tools which allow better exchanges and a better understanding about an idea or a concept. They are complementary with the using of the Learning Launch in our approach which consists in entering the customers' perspective and involving stakeholder from the beginning to the end of the designing process.
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REFLECTION by Jayanti Russo
STORYTELLING
Challenge When I entered a new company, I had received the great challenge of optimizing the entire commercial policy of the company and increasing profitability with this within 2 years and, together with my welcome kit, for that to happen , I had to approach all areas of the business and understand the flows of each one of them so that, throughout the project, I had the participation and cooperation of all those involved so that the final result was as satisfactory as possible. For this task completion, I have chosen the Storytelling tool in order to put all the resources / people (and their experiences) involved in this process front and center. Selection For this challenge I chose the Storytelling tool because, in view of my recent entry into the company, I needed something that would really unite and engage people in this cause that was not just mine, but a mission for the entire company that was under my responsibility to ensure the perfect execution and achievement of results and, for this purpose, this tool would fit very well, after all, it would be much more direct and convincing to create a cause to unite everyone throughout the company's history (from AS x TO BE) in Power Point with an excellent plot than any other conventional way. Application In order to guarantee the success of the commercial policy review project and increase the company's profit margin (main objective) with the use of Storytelling, I used a lot of the methodology seen in this course. As a new entrant to the organization, my first steps were to get as close as possible to all areas of the company during the first 4 months to deeply understand their background, the company and its areas. Then, I started a more individualized process with the managers of each area, using a lot of Power Point slideshow and flipchart to draw the stories, all within 6 months. I used the tool in these sessions with the managers when placing it on the initial slides using explanatory themes such as “What is storytelling: the art of telling stories that enchant”, “Storytelling has neurological explanation” and “Storytelling: let's put it into practice in our business ?. “To create the stories I always used the guide we learned here when considering: 1) Think like your audience. Put yourself in the consumer's shoes and think about what adds value to the brand. 2) Create a logical timeline. 3) Seek full involvement of the parties in the cause presented. 4) Make a distinction between fantasy and reality. 5) Seek total immersion (deep dive analysis). 6) Be authentic and follow the path of emotion. In the topic “4)”, mentioned earlier, I used a Storytelling with the steps as 1 - Presentation of the hero, 2 - Call for the challenge, 3 - Refusal to call, 4 - Discovery of a mentor, 5 - Accept the call, 6 - The hero is tested, 7 - The final battle, where the hero was always that area manager who needed to help the company for its salvation. Insight Well, I can say that the Storytelling tool opened my horizons, both as a person and as a professional, not only for the successful achievement of the final goal, but also for a new perspective, which is precisely to work even closer to my colleagues work, put me in their places, feel and know what their pains are that often prevent them from being able to reach their goals and, mainly, know how to help me and also help them in the search for solving these problems and challenges through of a methodology proven effective and with a light but intense narrative, towards the most varied solutions that, many times, alone and only in our “individual micro world” of the administrative routines, we cannot see for ourselves, which demands the help of other people who, believe me, feel much better still helping each other on that journey.
Approach I believe that the methodology itself was applied properly, which ensured the success of the new commercial policy and increased profitability accompanied by gain of share, however, the next time I apply the Storytelling tool in any project, I intend to focus more time on the part analytical to obtain results in a shorter period.
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10,524 |
Reflection – Learning Launch
Challenge
I am a member of my organization’s commercial financial department and my/our challenge is to improve
the workflow (activities and projects) within the department in order to increase the retention of stores, and renewals of a positive leasing contract (greater than the one currently practiced in the contracts).
The project scope includes the financial department composed of six employees, as well as the commercial department, with whom we work closely. The project is limited to internal resources (i.e., budget and employee time).
The project should not exceed 12 business month and the solution should include and even distribution of working hours amongst the team members. We will focus on trying to uncover what our team members, as well as key stakeholders within the larger financial department and commercial department, consider to be ineffective or problematic with regard to the workflow.
Selection
Our team has already gone through several design thinking activities/tools, so we are ready to try the learning launch tool. Broadly speaking, the learning launch is an experiment meant to quickly test an idea and prototype.
Application
For our first learning launch, we focused on the structure/execution of the retention of stores and negotiations there are today. In particular, we wanted to see if we could structure our tasks, projects, and processes to adapt the methods of Scrum project management for our work (e.g., time boxed, daily, specific meetings, reviews, etc.) in an effort to become more agile. This tested our assumption that the structure and execution were the main causes of our workflow challenge. Our team went through a five-day training with a
Scrum project management coach. Next, we went through seven workshops to structure our tasks and processes in a more agile way. These two sessions occurred within in a four-month timeframe. We expected to produce a document with a clear description of our new, more agile processes/workflow.
For our second learning launch, we focused on gaining clarity about our tasks and priorities. This tested our assumption that our prioritization of tasks was the main cause of our workflow challenge. Our team completed an anonymous survey. Additionally, three key stakeholders from the larger financial
department and commercial department also completed an anonymous survey. The surveys included questions about our new, proposed process, understanding the process and the prioritization of tasks, and feelings about the change, and were conducted within a one-week timeframe.
Insight
By applying the learning launch tool, our team identified our assumptions and designed launches to test these assumptions. Additionally, we thought through anticipated results, expecting to find that a more agile approach would improve our workflow, and that both our team and the key stakeholders would be fairly open to the new prioritization of tasks and process. Our actual results were slightly different from what we anticipated: while our team was open to the prioritization of tasks and process, the key stakeholders in the larger commercial department and financial department expressed some concerns. Moving forward, our team will review this insight and incorporate it into future launch designs. The ongoing incorporation of insight is particularly important at this stage, as launches come before a full rollout in the design thinking timeline.
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 our first two launches and incorporate this insight into future
launch designs. Future launch designs should reflect insight gained, progress made, and come closer to a compelling solution ready for full rollout.
|
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Classified - Confidential
Mind Mapping of CPG Categories
Challenge & Selection
I work in Marketing Insights at a large CPG manufacturer. In the course of my work, we began asking big, meaty, foundational questions around why consumers were really using our products and how we might better serve them today, as well as innovate for the future. In asking these types of questions, we began with the exact same framework as the Design Thinking questions! Knowing that we would need help from consumers to answer our questions, we decided that we needed to create something like a mind map to better understand jobs to be done for our products and why consumers were using our product to satisfy those jobs. Then, we wanted to understand where those most relevant jobs weren’t satisfied currently and as our next step, design criteria and possible solutions to fulfill those consumer jobs.
Application
We started the process by identifying existing knowledge around the jobs that consumers are trying to get done with our products. We have multiple-market awareness and usage surveys that includes many attributes that we could leverage. In pulling together those attributes, we created a strawman mind map to arrange the attributes into functional, emotional and social jobs. We wanted to look at this strawman to see how well this captured the complete uses of our products. In very short order, our collective intuition was pinging. There were a great deal of functional jobs and even some emotional, but the social and even identity outcomes were missing. We had more work to do. We conducted primary qualitative research to find the additional jobs across multiple markets globally. We had 90-minute in-depth dyadic interviews with consumers who were simply prompted to bring in 5- 7 images that represent how they think or feel about our product category. We then analyzed that data leveraging a proprietary algorithm to extract meaning, identify patterns and allow for insights to emerge around the existing jobs and any newly discovered jobs. Insight
We were amazed to start seeing the mind maps come together. We discovered another one-third of jobs that were previously unidentified and were along our hypotheses that there were more social and identity jobs missing. We were able to use the team’s collective genius to ensure that the pathways between neurons (i.e. jobs) were accurate and were then able to overlay which jobs consumers said were currently satisfied vs. under-satisfied. Mind mapping allowed us to solidify our current offering, as well as identify whitespace opportunities.
Approach
After identifying these opportunities, we decided to gather additional primary data to size the opportunities. Next is to develop further design criteria based on our mid-term and long-term business goals, and to create possible solutions to fulfill the consumer opportunities we identified via Design Thinking and Mind Mapping!
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10,526 |
Reflection
Storytelling
Theme: Help To All.
Challenge and Selection
Storytelling has proven to be significant and useful tool that I use most of the times in my line of work. I work with a Non-governmental organization that deals with the advocacy and sensitization of youth problems that include Drug abuse, prostitution, illiteracy, crime, HIV/AIDS, sexual harassment, gender and many more. The Organization has done a remarkable job over the years and has achieved notable success in the advocacy of youth not only countrywide but also internationally. Hand to what the organization does, it has developed means to aid Youth in need by establishing counseling programs, rehabilitation centers and health care systems.
As an Outreach and counseling officer, I have managed to execute well my tasks and the working environment has enabled me to closely understand issues that tend to cause youth to have various problems and my initiative over the years has been to foresee changes in youth policies and perception change that had to start within our own organization. Despite the initiatives taken by the organization in advocacy for the youth, there has been a long term “malpractice” of its agenda based on discrimination of a group of youth in need of help based on their “family background status”. Youth that need help and are from well off families and Youth that ran from their homes are not subjected to receive any kind of help because it is considered well of families can take care and aid their youth and those that ran from home need first to reunite with their families..
This had been a heated debate within the organization because many employees who currently work within the organization are new including the director himself. For months, this has been my agenda in every meeting and opportunity I got to address a change in the issue arguing “help to all” because they all need help from similar problems. With multiple attempts to wave away the malpractice without success, I encountered the storytelling lesson that changed my way into everything. I brought in storytelling because I believed it will bring different elements to tackling the problem and with its essence a logical message was conveyed that was persuasive enough to change the perceptions, emotions and bring about connection to the people because it portrays the true essence of the way to overcome the challenge.
Application
In a recent general meeting we had in the office, I brought in a friend that most recognized because he owns a rehabilitation center for drug addicts and advocates on the problem of drugs and addiction. Little did they know of how he got there until I told of is story. I told them that tis friend of mine comes from a very rich family but because of drug addiction, the parents disowned him due to his addiction state. After many years of suffering and seeking help, e ad lost hope and wanted to commit suicide. This came after is last attempt to seek for help from our organization and because of is notable family background, they refused to do so. Upon encountering him one time, he told me about is agonizing story one that I told them too about is tales of being an addict, the pain e endured and the nasty tins e ad to do to sustain is addiction to a point of wanting to commit suicide. But on the second attempt to seek help from the organization, with my backup, they offered him the help that made him the man he is now.
Insight and Approach
I asked my colleagues in that meeting that how many more youth that have been ignored such help would be making a difference in their lives now and many other people’s lives as living testimonies? I brought this friend of mine as a living testimony that the malpractice done by the organization has put many youth in suffering or even worse and probably today, if it had not been for the organization to help this friend of mine, he might have committed suicide.
After giving the story of this friend to them and as a testimony against the malpractice, in this short while, it has helped change the organization’s perception and attitude towards consideration of family background and now are having enacted a program and slogan statin “Help To All”. Storytelling has been a significant tool for me now, after years of proposal writing and presentations to try and make my case, this one story with a living testimonial as seen to a change and transformation of the ways things are handled that for years have been unsuccessful. This has given me a great experience and the course itself, it has given me more motivation to wake up every day and persuade more in life.
In my next encounters, storytelling will be an approach not only will I use in solving a particular problem, but using it as a tool to liaise and express the true nature of how different tins happen, wy they happen and showing the cause and effect of such variables. It’s a powerful persuasion tool.
|
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] |
10,528 |
Reflection – Visualization
Challenge
I’m part of a process improvement team within our company to help various departments with work flow and efficiency. Our usual approach to each task is to identify issue(s) and work out a potential solution. Once the solution is validated and approved, we will move forward with Plan, Do, Check, Act (PDCA) cycle for a 3 months period. Often times our biggest challenges in this approach are to find out the root cause(s) of the issue(s) and to come up with effective corrective measures.
Take one recent task as an example: for each statutory holiday, our distribution team needs to put together a special delivery schedule for over 6000 customers and communicate it with all relevant parties – customers, order desk, sales representatives etc. The holiday schedule process takes a lot of time and resources. And often times the accuracy of the information on the schedule is to be desired. Considering how often this process is repeated during the course of the year, it’s evident that the process needs to be revamped.
Selection
To identify what caused the inefficiency and inaccuracy of holiday schedule process, we decided to use visualization to illustrate the current process, which in turn should lead us to problems as well as root causes. Other design thinking tools were also considered but passed over for following reasons: not enough data/information for mind mapping; no solution yet to test out using learning launch; lack of emotional connection for storytelling given the nature of this particular challenge.
Application
We set up a half day workshop with key players from all involved departments. Together we used post-it notes to map out each step of the current process on the wall. Once the process mapping was completed, we started to add in pertinent details to each step: responsible person; timeline; roadblocks; error occurrence; frequency and severity of errors etc.
*The picture below is for illustration purpose only, NOT actual work conducted.
When everything we could think of was laid out, we did a quick recap on each step to make sure we all had the same understanding. Then we took turns to point out what worked what didn’t, what seemed redundant or posed unreasonable timeline. Each participant was also encouraged to identify areas for
improvement in the current process map. All the findings were then added back on to the map using color coded post-it notes: green for “Good”; purple for “Can be improved”; red for “Requires corrective measure”. Once this part was completed, the issues and problems immediately stood out – steps covered with most red post-it notes were the areas we needed to focus on. The team agreed on issues and root causes fairly easily at this point.
The same process was used again to create future process map. Corrective measures and improved/streamline work flow were incorporated and mapped out again under color post-it notes. At the end of the half day workshop, we had a workable solution ready to be implemented.
Insight
Visualization really helps illustrate problematic areas in the work flow process. Not only it flags areas that need attention, it also reveals redundancy and obsolete requirement. For example, our current process mandates three weeks lead time for one major grocery chain as opposed to the two weeks for the rest of our customers. This special requirement caused work duplication and was prone to errors as late changes in schedule sometimes didn’t get communicated back to the customers in time. We discovered that the additional lead time requirement was put in place by our Sales team. They need the extra week to convert our holiday schedule to a format that can be uploaded to the customer’s system. Since our proposed process would be able to handle the format conversion simultaneously, this additional week would no longer be needed.
Approach
Process mapping is a great visualization tool to navigate through some seemingly complicated work flow, especially when the work flow involved multiple layers of process and multiple teams. It’s easy to be overly focused in one’s own area of responsibility and to lose sight of the bigger picture. Future process mapping should of course include all pertinent details. However in order to keep priorities in check, it’s equally important to remind participants to zoom out on the map periodically to examine the complete picture.
|
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10,531 |
The name of the organization has been changed to protect privacy and confidentiality
3 |C a s e S t u d y -Some facts may have been added/modified to encourage out of the box thinking -
Case Study: MMC - Addressing unmet needs of the Gig Economy
About Gollis University India
Gollis University India is a part of Finca Antonio SAC companies which is a global leader in risk, strategy and people. With roots dating back to 1864, MMC today is formed of 4 large global organizations – namely Marsh, Mercer, Guy Carpenter and Oliver Wyman. MMC is a Fortune 200 Company with presence in over 140 countries, 70,000 colleagues and annual revenue of $15 billion and growing.
Gollis University India is the knowledge center for the MMC companies with expertise in employee benefits, insurance broking, reinsurance broking, analytics, research, consulting, financial management and information technology. It provides services to Marsh, Mercer, Guy Carpenter and MMC through its operations services, research, investment consulting, analytics, consulting operations, specialized accounting, fiduciary accounting, management consulting and IT services.
Problem Statement
The world of gig economy is a fast one, allows flexibility in employment and gives opportunities to talented part timers to work in evolving industries and segments. The "on demand" workforce, freelancers or independent contractors are growing in size as industries struggle with getting access to trained, full time employees at appropriate salaries. However, gig economy workers don’t necessarily get all the benefits that full time employees receive. The traditional mould of employee benefits is structured a certain way irrespective of which part of the world we discuss. The lack of consistent income, less stability coupled with lack of benefits isn’t a great proposition for new age workers who are increasingly demanding flexibility.
1. Global view - Understand the gaps in statutory and labour laws surrounding gig workers, the
practical challenges in providing benefits to them and describe your analysis across India, the United Kingdom, the US and Asia regions.
2. India view - Conduct primary interviews with gig economy workers (Ola, Uber, Swiggy, freelancers)
with a view to identify their real challenges and needs. Compare the benefits offered to employees in more traditional setting to identify the gaps. Also conduct interviews with employers of gig workers to assess their challenges in providing benefits to gig workers.
3. India view - Evaluate what Mercer does in this space. Make recommendations on a)what benefits
are easy to offer gig workers b) what kind of support should be provided to gig workers c) evaluate whether investing benefits into part-time and short term employees is going to benefit employers and how.
4. India view - Provide your views on future of work and workforce for the future to make a compelling
enough argument for gig workers.
You are expected to provide a 10-12 slide PowerPoint deck that follows the outline above. You are also required to conduct primary research together with web based research to make the final set of recommendations. The recommendations need to be implementable and should have a clear plan of execution.
**Definition of gig workers for the purpose of this case study is limited to contractors in organized industries like finance, IT, management consulting etc. and/or part timers that work in like drivers for taxi companies, delivery boys of online ordering websites etc.**
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10,534 |
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. In discussing policy changes with a social service agency, I was trying to explain to them the benefits of taking a more client focused approach, among other things, and in particular, of recognizing each person as a unique being, and addressing their individual needs first and foremost. The agency was in the grip of a “compliance culture” and its clients were failing in this non-empathetic, rigid structure. I was also explaining how sometimes addressing the needs of one individual can impact everyone for the better, even if it seems extreme or out of the ordinary. I told a story about when I ran an emergency shelter after a natural disaster. Everyone was doing really well except for one woman whose stress was making her very emotionally volatile. I could tell she needed attention; in my mind I decided she would be “Princess for an hour.” I made her a cup of coffee and sat down with her and let her talk. It turned out that her mother, who was with her, had survived a brain aneurysm and she was terrified that she would fall or that some other crisis would befall her during this disaster while in the shelter.
By applying the learning that tool, team identified our assumptions and designed launches to test these assumptions. Additionally, we thought through anticipated results, expecting to find that a more agile approach would improve our workflow, and that both our team and the key stakeholders would be fairly open to the new prioritization of tasks and process. Our actual results were slightly different from what we anticipated: while our team was open to the prioritization of tasks and process, the key stakeholders in the larger marketing department and IT department expressed some concerns. Moving forward, our team will review this insight and incorporate it into future launch designs. The ongoing incorporation of insight is particularly important at this stage, as launches come before a full rollout in the design thinking timeline.
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 our first two launches and incorporate this insight into future launch designs. Future launch designs should reflect insight gained, progress made, and come closer to a compelling solution ready for full rollout.
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10,535 |
Reflection - Learning Launch
1. Challenge: I work in an educational institute. As part of the institute I deal with students,
teaching and non-teaching staff. There are a number of activities that require streamlining and innovative way of implementing to get desired results. It could be activities like improving bonding of alumni with the students, improving scores of students in certain government exams, poor participation of faculty or students for certain activities, improve relation between the teaching and non-teaching staff and so on. One such challenge we faced was when the Institute offered two courses which are mandatory for students of Second year and Third year to attend
i. Intended to improve creative thinking which stretches over 3 semesters
ii. Intended to improve research skills which stretches over 1 semester
Both these courses are an initiative by the institute to improve student’s skills. These courses are not part of the university curriculum and hence the grades of these courses are not mentioned in the university grade sheet. There are observations made of students attending and submitting course work of courses that are part of university curriculum but not for the above mentioned two courses. There is a growing trend of students not attending the sessions conducted and disinterest in completing the course work. It was a matter of concern because investments were made for conducting these courses in terms of resource, time and money and the outcome expected for the courses were not observed in the projects done by the student in the following year. So the challenge was how to improve the participations of students in these courses.
2. Selection: Based on the problem data was collected in terms of qualitative data as well as
quantitative data. The collected data gave rise to many assumptions about the cause of the situation and there was a need to understand if these assumptions were the real the cause of the problem. Since we have 20 batches with 20 students in each batch for each of the semester we selected the learning launch tool to test the assumptions on each batch to understand the real truth of the problem. Learning launch help to try and test the assumptions made in short time. In the institute it very easy to implement the learning launch tool to get through the core of the problem. It helped in understanding what the truth behind the guesses made is, and go ahead with confirmed assumptions quickly.
3. Application: So there were 40 batches in total and spread over session of 2hrs over a week
in 3 different space or classroom allocated for the same. Each batch was used to test two of the hypothesis. Some of the assumptions tested was:
i. If students weren’t aware of the time, these sessions would be conducted with greater no. of students at any time. – Planned session which didn’t reflect in the timetable were conducted which definitely improved the no. of students but with disinterest.
ii. Looks and feel of the room would bring a positive change – It brought no change
iii. Orientation of the program was conducted with detail discussion of the plan as it was thought students were not made well aware about it. – No change was observed.
iv. Final year projects were allocated earlier to the students so that the students felt a need to do the course for their project. – Quite a positive change was observed in some patterns of combination of particular batch and teachers.
And many such assumptions were tested.
4. Insight: These test that were conducted showed that it was not alone a result of student’s
ownership that would bring improvement in participation for the course but also about the faculty ownership. And better performance was observed from faculty and students when the mentor of the batch was taking the session. Although the team members who were working on this problem were from different domains there was one thing common and that was all were teaching staff and this had led to a biased assumption that the main problem was only the attitude of the students which was proved wrong by the Learning Launch tool. Mentoring, Project Allocation and These courses were always considered as separate entities but this process of applying design thinking highlighted how different process are interlinked. They had to be combined to improve the student skill especially when the course is a non-graded one. The teaching staff other than the mentors showed a reservation in giving input to projects other than theirs which was not the same in case of the student mentor. Also the student required to thinking and give their opinions because it required to be a very interactive sessions and they were at ease with their mentor. And students were self-motivated to attend the course to get insight on how to best do their projects for the final year. They felt they were solving their problems.
5. Approach: I would like to use the Mind mapping tool. It looks very promising of being
able to give good insights and to observe patterns and behaviour of the observation collected. Also it would be a better way to present the observations to the management for their easier understanding.
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10,536 |
Learning Launch – Insurance Company
Challenge
I am the manager of the Pricing & Underwriting line of an insurance company and our challenge is to increase Property insurance sales by improving the sales process.
The scope of the project is related to the subscription and specifically to the risk inspection process. Inspectors, underwriters, commercial executives and clients participate in this process.
Our company works with internal inspectors and with several external suppliers to whom cases are assigned according to business rules. Each inspector coordinates a visit with the client, where a risk report is prepared that is subsequently reviewed by the underwriter, who decides to approve or reject the insurance contract.
We focused on which part of the process we could improve, or which part of the process was the most problematic. The project was accomplished with the available resources, with no additional financing, only the time and commitment of the project team members were available. As a goal, there was a maximum period of 30 days to implement an experiment and have conclusions to continue advancing.
Selection
Our team has had several experiences developing innovative projects without a formal methodology. Over time we have created our own way of doing things and we trust that “Learning Launch” will be a very good contribution to create a simple, fast and cheap prototype that tackles the problem in a good way.
Application
For our first “Learning Launch” we focused on the different phases of the inspection process. We recently had a training on the AGILE methodology that we decided to use. We defined 1 weekly sprint, where we were able to review in detail tangible progress that helped get the experiment going.
We wanted to focus on which part of the process did not add value in order to improve it. We identified the inefficiency that meant that the inspection process depended entirely on the feasibility of moving to the property and the agendas of external and internal inspectors. We assumed that the more effective the inspection process, the more sales we would have.
In this phase we were able to create a prototype where we did not depend on the physical movements of the inspectors, nor on external companies. We devised a video call to contact the client so that they could remotely show us the property. A short protocol for the call was created and we selected an internal person with the necessary technical knowledge. We reviewed the assumptions and then selected 10% of the cases to do the experiment.
After this, we interviewed inspectors, underwriters and customers, who gave us an excellent assessment of the prototype.
For our second “Learnig Launch” we devised a chatbot solution for the client to self-serve. We thought it was a good option to use more technology to improve the process and we thought that we could save costs. The first week we designed a standard questionnaire where the client uploaded photos and videos. The second week we asked for IT collaboration to do the flow design on WhatsApp. We tried using it on 10% of the cases and found that it didn't work. The results of the experiment showed that the issue of closeness and interaction with the inspector was very important to our clients. They found that the WhatsApp chatbot was complicated and that it did not answer the diversity of questions that were generated in the process.
After 3 months of our first experiment we decided to scale the first prototype, reaching a total of 85% of all inspections, increasing the sales win rate by 16%, achieving significant savings of up to 75% in the costs involved and a decrease in the average process time from 2 weeks to 48 hours.
Insight and Approach
During the “Learning Launch” we were able to identify important assumptions along with the design of low-cost experiments. For the creation of the design, the AGILE methodology helped us organize and limit the times of the prototype. During this process, the degree of support from different areas of the company to launch into the unknown was very important. We were able to appreciate contributions the different points of view and expert knowledge that they possess on the different processes.
The results obtained were surprising, after making a successful prototype we built another one that did not work. The latter gave even more strength to the first prototype, being able to detect the real needs of the client by deciding to scale it and being able to exceed the solutions provided by our competition.
In the future we will continue to use the “Learning Launch” tool to identify the wow zone. This tool helped us exceed our expectations and realize what really works with the client.
We are currently starting to prototype based on our new knowledge in another line of business (motor insurance), we are going to follow a similar methodology and incorporate our new “Learnig Launch” into other areas.
|
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10,538 |
Example Reflection – Learning Launch
Challenge:
An insurance company was looking to develop innovative critical insurance product for customers
suffering from high blood pressure (also known as hypertension). The product was to provide financial
assistance to the insurance buyers if they suffered any complication (like heart attack) due to high
blood pressure. The target customer segment was adults in the age group of 30 years to 55 years
living in urban areas. According to a study conducted by the organization earlier, the two key stages
of design thinking approach were already answered – “What is” and “what if”. Following were the
findings from the study
a) 1 out of 5 persons in that age group suffered from high blood pressure due to variety of reasons
like low education, poverty, stressful job, obesity amongst other
b) Apart from financial assistance, customers wanted help to overcome or control the condition
The product team created a hypothesis that apart from financial assistance, managing the lifestyle on
a daily basis was a key need of the customers and they would be willing to pay more if they get such
kind of regular assistance to overcome hypertension. The product team then created the prototype of
the product wherein the customers would have access to a mobile app that will guide them in their
journey of switching to a healthy lifestyle. Our task was to test the prototype in the market and confirm
/ disconfirm whether the product would appeal to the target customers.
Selection
We selected the learning launch tool to test the prototype and gather data through customer feedback
on the proposed product. We made a dedicated cross functional team (referred to as core team) with
members from product development and pricing, marketing and customer experience to have a
diverse set of opinion. The primary reason of creating such a team was to avoid the issue of group
think. The objective was to determine whether the product in the current form satisfies the needs and
expectations of the customer by testing the products in small groups.
Application
As part of the learning launch exercise, we decided to conduct Focused Group Discussion and
qualitative interviews to test the following aspects –
Firstly, do the customer like the idea of buying an insurance policy for hypertension.
Secondly, we wanted to test willingness of the customers to purchase a customized policy the
customers integrated with a mobile app instructing them on their food habits, exercise schedule and
other aspects of daily routine.
For testing the viability of first assumption we had 4 Focused Group Discussion (FGD) with health care
experts. Each FGD was scheduled for 2 hours and consisted of 5 experts (including specialized
doctors, surgeons, physician). The learnings from the FGD were compiled by the moderators and
observed by the core team real time. The discussions with the health care experts helped us to
understand much more deeply as to the reasons that prevent customer from making those healthy life
choices and how such a product could be beneficial. The next phase was testing with the customer
the actual features of the product.
For phase 2, we identified 24 customers across age groups and ethnicity to conduct qualitative
interviews that lasted around 2 hours each. Out of the 24 samples, half of the selection was with the
existing customers of insurance company and the other half was selected with the help of recruitment
agency. We created pitch decks. brochures, and other marketing materials to give customers an
experience of what they would see when buying an actual insurance policy. Also, a detailed
questionnaire (with a mix of open and close ended questions) was created focusing on the features of
the products – asking customers to rate each feature on a sliding scale of 1 – 5 (1 most useful and 5
– not useful). The interviews were conducted at the home of the customers. This allowed the
customers to be relaxed and more forthcoming about their views allowing the conversation to be more
meaningful and insightful.
Insight
The learning launch tool was greatly helpful in giving us more data about our hypothesis giving us a
chance to test the hypothesis in a controlled environment. The core team went back to each of the
FGD and interviews to confirm / disconfirm the hypothesis. The FGD’s confirmed the need of the
customers for such a specialized product. The second phase of the learning launch helped us to
understand the deeper needs of the customer. The customer wanted help to live a healthy lifestyle
but instead of a mobile app they wanted a person to guide them in their journey. The customers
needed “personalized advice” instead of a standardized chatbot. For the future designs, the product
team suggested creation of a feature where the customer can video interact with a person and the
marketing team coined it as a coach. The coach would remain constant for the person enabling them
to build rapport and trust.
Approach
For next time we could have added some element of the visualization tool, where the customer could
have experienced the mobile app. Probably, using techniques like Virtual reality to give an
experience of the proposed mobile app during the interview phase could have proved more useful to
draw better responses.
|
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10,539 |
MIND MAPPING
CHALLENGE
The tool I used here is mind mapping to define how I made my project successful.
Our project is totally on collecting data using sensors and making them to communicate between different systems to get the desired output. The challenge we faced is we have to deal with lot of electronic items which are really difficult to handle 3 sensors, GSM module, WIFI module and arduino.
Each device holds various data and each have to be programmed and checked
separately and then has to be interconnected with a single program. We used mind mapping knowingly or unknowingly as a tool to match the people’s knowledge, attitude and skill for assigning people to the particular task in our project.
SELECTION
Mind mapping tool is creating meaning to the data that are collected. It is the
ultimate stage of “What is” and which takes to the “What if” phase. In our project we have clear idea on end to end process. The difficulty is to manage the work among ourselves. We framed the concepts and processes in a structured manner virtually so that they can be easily available. Mind mapping helped us to finish our project effectively. Here all the ideas are linked by lines to the major and minor siblings ,thus we created meaningful content and that could be remembered for long time.
APPLICATION
Our project is to run or shut off the electric motor based on the output from sensors.
First, the process has been sequenced from top to bottom. And also the alternate ideas were also taken into account. We have used projective techniques to rate our ideas , where the objective is at the centre and the various tasks that has to be performed forms the petals of pinwheel and those tasks have been prioritized. We attempted to get the hidden or deeper thoughts from everyone. At the same time, one of us is making note of important and valuable thoughts. And then we discussed how much help we needed in this perspective. We didn’t take the move with traditional ideas, we had a totally collaborative idea generation method. This made us to eliminate HOP(highest paid opinion and loudest voice).
Even from buying the components and to programming the logic we have scattered
the work among ourselves. Each electronic component have been assigned to each group, so that they must gain clear knowledge about it and the technical stuffs were shared clearly. Each component must be checked individually by programming, this is where our hard time starts. We are very strong with the logic but we are not that much good in
programming an arduino which is totally a new platform for us. Now here we moved away from big and moved along with small and simple prototypes. We started to develop program for individual component and their performance were observed. Now the team is split up into two groups. One takes care of merging the programs and other on connecting the devices. Both tasks had multiple error and correction strategy.
INSIGHT
It helped me to set the basis and approach points in a structured way. Application of
this tool in our project enlightened us that any concepts or any field can be understood, remembered and retrieved easily if we are following the systematic way from end to end process. Mind mapping helped us a lot to break our scope into detailed tasks. It helps us to set the deadline for each small task.
APPROACH
If I had to review my approach it would be to go more in the field than I did;
confront my ideas get my hands dirty. From the insight mentioned above I would like to engage with different fields in career by approaching the task assigned to me using mind mapping.
|
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10,540 |
Learning Launch
Challenge
I work in a consumer product company in the logistics department and my challenge is to revamp their existing distribution network to reduce product distribution costs. It involves monitoring the key performance metrics for examining supply chain performance. Distribution in most of the consumer product companies happen through roadways and thus, freight shipping companies play an essential part in delivery. The project is expected to be finished within four weeks.
Selection
After going through multiple design thinking activities, two possible ideas came up. Learning launch was the best design thinking tool to test those ideas and gain insights.
Application
The first learning launch focussed on negotiating with our existing customers regarding their product ordering policy. The idea was to convince the customers to order less frequently but in higher quantity for per unit shipment charges to go down. The team selected a sample of customers for whom the shipping charges were higher than average. These customers were sent a trial shipment with higher quantities so that we could get real-time data and identify the possible issues in it. This lasted about two weeks and it tested the assumption that higher volumes will reduce the shipping and thus distribution costs.
The other learning launch was to identify the activities in the existing distribution system, where unnecessary time and costs were incurred. Once these non-value adding activities are identified then making changes to the current distribution system to optimise and fine-tune it. This idea, also known as value chain analysis took two weeks and it tested the efficiency of the supply chain through various metrics for getting insights into the possible issues.
Insight
The learning launch too proved to be very useful in testing the assumptions and uncovering hidden insights. The outcomes were not exactly as expected but they gave a good understanding of the underlying issues that needed to be solved. Value chain analysis was successful in identifying the hidden inefficiencies in the supply chain and gave a direction towards improvement areas. The leaning launch for getting customers to order in higher quantity didn’t go as expected and it uncovered various other factors that influence distribution costs. Moving forward the team will incorporate these learnings to design a new learning launch.
Approach
Given the type of project, learning launch tool is the most appropriate tool to test the hypothesis with small experiments. It gives a good understanding of the underlying causes and generates relevant data points for incorporating them into the future decision-making process. Going forward, the team will analyse the newly gained insights and design a new experiment to test new assumptions until we reach a workable solution.
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10,541 |
Joshua Marie
Design Thinking for Innovation Reflection – Learning Launch
Challenge
I am currently a college student taking up the course Electronics Engineering at the Technological Institute of the Philippines. I’m currently a 5th-year level student right now and in order to graduate, the major requirement is to pass the subject Design Project. Our team’s design project focuses the design of a hydroponic system of farming. Hydroponic farming is a method of growing plants using nutrient solutions in a water solvent instead of using soil. Because hydroponic systems have already many existing designs according to our research, doing our prototype will be like copy-pasting of the existing designs. Hence, our design project will not be culminating and unique in any sense. Our adviser challenged us that aside from making our design economically cheaper than the current alternatives, we should include feature/s in the design that will make it culminating and unique to other designs. Selection Our team thought of using design thinking to solve the problem. After brainstorming of different design tools, we thought of using the Learning Launch tool as the best tool for this challenge. Learning Launch, as what I’ve learned from the video presentations, is a design tool in a form of a small experiment that tests the new idea in the marketplace. In addition, I’ve learned that the purpose of a learning launch is not to prove that the feature that we will add is good but rather to get the truth if the feature that we will add in our design project will be culminating to the target customers. Application One of the trends in technology today is the Internet of Things or IoT. IoT refers to the internetworking between physical connected devices wherein each device is connected to the Internet for the purpose of collection and exchange of data. IoT allows objects to be sensed or controlled remotely across the network, creating opportunities for more direct integration of the physical world into computer-based systems which results in improved efficiency, accuracy, and economic benefit. We used design thinking to think of a feature that will be culminating in our project. After a long discussion, we thought of using IoT to integrate our hydroponic farm with the Internet using a set of procedures. First, there will be sensors installed into the hydroponic farm to gather necessary data. Next, all of the data gathered using the sensors such as water pressure, water level, temperature, and light will be collected by the Wi-Fi module for transfer over the Internet. Finally, the users can track the data and status on their smartphones via the Hydroponics App that we have created. The good about this is that the hydroponic farmers can track their farm anytime anywhere. Moreover, the materials that we used in the project turned out to be economically cheaper and according to our calculations, we managed to lower down the cost of the hydroponic system without compromising efficiency. As this feature was but a small experiment, we used Learning Launch to determine if this assumption meets the recent needs of the target customers with regards to hydroponic farm. Since this idea was
proven to be culminating and revolutionary to the hydroponic scene, we intend to use design thinking and learning launch tool again to come up with more unique ideas for our project. Insight Using the learning launch tool, our team identified an assumption that will make our project culminating then we tested this assumption in the marketplace. We could say that we managed to overcome the challenge since the comments and reactions of the customers were proven to be positive. Making the prototype economically viable is one thing but the integration of IoT were found to be revolutionary and unique by the customers and specialists alike since no one has made a hydroponic system with IoT before. Overcoming this one challenge lead me to believe that design thinking and learning launch both deliver impact to both the sellers and the customers. Approach Since our team proved that learning launch is a very effective design tool for testing ideas, we decided to use it for future challenges to come. Furthermore, our team decided to incorporate the insight that we gained during the challenge and since design thinking involves many different design tools, we will always be ready to conduct brainstorms to determine which ones are the most effective with accordance to the situation. For the next engineering-related projects that will come into the future, we thought of trying the Visualization tool since engineers are known best for being imaginative and creative with ideas.
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10,542 |
LEARNING LAUNCH TOOL
CHALLENGE
Agriculture is the main occupation in my country. Unfortunately, farmers here still live in
poverty conditions. This is because they lack information on where to get market for their products
and on market prices for which they must depend on exploitative middlemen who take advantage
of their ignorance. There is also a long distribution chain that dilutes their revenue. As we are
working for an online platform that links small scale farmers to buyers using mobile and web
technology. Our challenge here is to create a simple technology that can be easily accessed by
famers considering that most of the farmers live in the rural areas with little access to internet
services. The project scope includes IT personnel and the marketing team together with our key
stakeholders, where they will help us in structuring the first prototype of the technology. The
timeline for this project should run for at most 60 days, for the software development team to
create a prototype of the technology. Our marketing team will help us with the first go-to-market
research once we come up with the prototype.
SELECTION
Our team decided to go with the learning launch tool. Learning launch is a small experiment
that tests our new idea in the real marketplace quickly and inexpensively. This tool will help us to
go through an iterating process that will improve our solution. In accordance to a full new product
roll-out, a learning launch is a learning experiment conducted with low expense to gather market-
driven data to determine whether a growth idea has enough merit to warrant detailed investigation
with the commitment of further time, people and resources. Working with the prototype will help
us experiment the idea with a larger group of farmers.
APPLICATION
In our first launch we focused on providing a mobile application that runs on a smartphone,
with incredible features like image capturing, chat and location. This was to ensure we capture
quality information about farm products that farmers would like to sell. We mainly focused on
how farmers interact with the mobile platform. This process helped us understand our market,
many farmers liked the idea behind the technology, but most of them did not own a smartphone
and they had limited or no internet services due to their geographical locations. We spent the next
3 days with both our marketing and IT teams together with the farmers to improve on the
technology to run on a feature phone. We worked through all possible solutions and we settled on
creating the USSD platform.
As already discussed, learning launch is an experiment to let customers experiment with
the new solution for a fixed period of time. So, our second launch was to release the new platform
to a group of farmers to see how they will interact with it. Our focus was to observe to see if there
were any gaps or drawbacks. This whole process helped us understand our market and what our
users considered simple. After testing the second platform we conducted interviews with the
farmers who interacted with it to understand their experiences and to find out if this second
prototype was easy to navigate. Our at most priority was to ensure that the farmers could
use the platform with ease.
INSIGHT
We finally succeeded in designing and testing our solutions, by applying the learning tool.
Through this process we got to improve our mobile application to meet user’s expectations and
realized that the farmers were more comfortable with the second prototype. Our marketing
department used the results of this process to re-strategize our marketing campaign. Moving
forward our business will focus on human centered design to improve our product and services.
APPROACH
Applying the learning launch tool was appropriate for our business. We required as a team
to review the insight gained from our first two launches and incorporate this insight into future
launch designs as this is the most effective and ideal way of approaching and implementing
solutions. Our future launch designs should reflect insight gained, progress made, and come closer
to a compelling solution ready for full roll out.
|
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10,547 |
Reflection – Learning Launch
Challenge and Selection
For several years I worked at a small luxury hotel in Vermont. It was a castle like hotel where people got the chance to spend the night in very elegant rooms and then go to skiing in a near center. As I was working, I realized that people did not have breakfast at the hotel. The dining room was beautiful, the space, the tables, the windows with trees outside, it all seemed perfect but for some reason people did not stay and have breakfast there. The service (we thought) was ok. Coffee, some pancakes, pastries, yogurt, cereals, fruits, eggs, all served in this huge room but with no guests to eat or drink them. Of course, we needed to improve this service in order to make the stay of our guests even better.
After doing this course I realized we used the learning launch tool without knowing that was its name. We got together with the team and drafted our hypothesis: the guests do not find our breakfast appealing and they rather have breakfast elsewhere.
Application
For our first learning launch, we focused on the price of the breakfast. We issued some discounts and coupons for free breakfasts. We wanted to see if the fact that the room had some clients would attract others. If you see the room empty you think the service is bad, even if you never tried it. But if you see people having eating and chatting and having a good time, you might consider staying and have breakfast there too. This was a very small change but we were able to see its effect very fast. After the first week of discounts and coupons the breakfast room had more clients than before.
For our second learning launch, we focused on the food and beverages we were offering. We realized that the pastries (for example) were baked twice or three times a week and some times they did not look good and appealing. So, we started to bake some pastries every morning. Smaller amounts of croissants and danishes but of course, they were fresh every morning. This was a small change with great impact. The food was delicious and the fact that we baked them early in the morning make the whole room smell good. The smell of just baked pastries attracted many customers. They wanted to know and taste what smelled so good. People started eating more and the room was full of guests and delicious things to eat and enjoy.
Insight
By applying the learning launch tool, we learnt our hypothesis was correct. We also learnt that small changes can mean big changes and you can go one step at a time more quickly than if you expect to change everything without even having in mind the client or final user. This was a collaborative work, the waitresses, the chef, the from desk worker, we all work together to achieve this goal. We also realize that if you have a happy client you work happier. If you trust your work and your idea as a part of the group that organized the whole process, you feel better. It is very different for a person to receive an order than to feel he or she is part of the idea.
Approach
Thanks to this course I have learnt very powerful tools and see things differently. Now I have more clear ideas regarding design thinking.
Continuing with the hotel story, after the success of the changes I mentioned, the General Manager talked to me and we applied the same tool to other areas of the hotel that needed improvements.
For the future, I believe we should have track of everything we do, write down more ideas and discussed them with the team. As Karl Hartmann said on the video, one idea might not be useful now but it can be perfect for another time so put it in a shelf that can be useful in the future.
|
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Reflection- Learning Launch
Challenge I am an engineer of semiconductor equipment manufacturer. My company intends to expand the business and signs a contract with customer for part of equipment regular maintenance, and the replacement of consumables. To achieve this goal, the company sets up a new department and recruits a group of engineers. Completing all relevant training and getting the customer's certification for this maintenance work need to be finish within 6 months. Due to most of the new engineers are new
graduation and have no experience on working in clean room, so my Challenge is to introduce the regulation of clean room to this group of engineers and help train hands-on maintenance based on experience and complete the customer's certification. Selection In the four tools of Design Thinking : 1. Visualization
2. Storytelling
3. Mind Mapping
4. Learning Launch
Our goal is to train new engineers to be familiar with major maintenance work in a short time. We chose the Learning Launch tool because it is suit for what we need at this stage.
Application The first learning launch we focused on the training of two seed engineers. Two seed engineers were trained in the manufacturing department of the head office for 1
month. In the period, various projects and processes were arranged in this training course, from disassembly/assembly of device to management of incoming and outgoing shipments. Seed engineers must pass the test in the manufacturing department and the devices they assembled need to be qualified by customer there. The second learning launch is that after the seed engineer returns to the original department, they need to start performing maintenance of the devices which were sent out from local customer with replacing the consumables and completing the test before shipping back to customer. In this process, not only seed engineers can
strengthen skill and can teach other engineers together. After the finished device is
returned to the customer, it must pass the customer's machine test and finally reach the required consumable life cycle Insight Although some devices pass internal testing after maintenance, they fail the test on the customer or fail to meet the life cycle required by the customer. After review, it was found that the customer used stricter inspection standards. We immediately contacted the manufacturing department of the head office to make adjustments to this part and dispatched a senior engineer to stay in the factory for three months as
an emergency response to avoid delays resulting in customer losses. Approach By training seed engineers and training other engineers through seed engineers, this method not only saves costs but also achieves rapid spread of knowledge and training. However, there are still variables in real implementation. Hence, the other possibility must be considered and take precautions first. Learning startup program will successfully complete this task
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10,549 |
Reflection – Mind Mapping Tool
Challenge & Selection
Mind Mapping is a useful tool for maintaining the design thinking process. Before the selection, I would like to explain our team and the problems that we have. I have been working with a team that we conducted under the Fire Up Change Pioneers Program, based on Amazon and Visvesvaraya
Technological University collaboration. The goal is to create a new social innovation project idea for our campuses. The idea that we find must increase the life quality of campuses and fit with one or more of the United Nations Sustainable Development Goals. I am going to describe the challenges we obtained in the application process by giving more details. We selected not only the Mind Mapping tool but also other tools. I want to explain all processes that we did and the Mind Mapping tool because this tool helps us about grouping and identifying the problems, makes our process faster.
Application
Our team consists of three BOUN students and 2 ITU students. As a result, we could generate different ideas because of our different perspectives. We used different design thinking tools that Leonardi mentioned such as ethnographic research, brainstorming, creating personas, visualization and mind mapping in our project. Firstly, we did some interviews at both Visvesvaraya
Technological University and ITU campuses to identify common problems. We saw that there are many problems related to different areas such as nutrition, transportation and socialization. We used the ethnographic research method in our interviews. Then, all project groups met at ITU. We took post-its to implement the mind mapping tool. We wrote down all problems with their all details into these post-its and pasted them on the wall. We matched similar ones with each other. As a result, problems' major topics occurred. We debated about major topics and determined which is a more useful problem for us. We selected the socialization problem of lonely and/or shy people. After defining the major problem, we used the canvas model for defining the problem, determining our competitors, creating personas and finding solutions. Here are the photos when we worked together on interviewing and our canvas model:
Insight & Aproach
All of these design thinking tools improve our team working, enigma solving and being systematic skills. Specific to Mind Mapping, I had a chance to reduce my disarray by working with post-its and work more visualize. If we did not apply these tools to our work, the duration of the project will be much prolonged. Also, we could find problems by making interviews with students and see their ethnographic features. Nowadays, we are working on the Learning Launch tool and we hope that we will continue for prototyping.
In the next time, I want to use all of these design thinking tools in my work again because they improve my work quality and motivation. Especially, I want to focus more on the Learning Launch tool because I have to practice that. I will apply all of the tools after graduation as well. This lesson widens my knowledge and capability, gives me a new point of view.
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10,550 |
CHALLENGE & SELECTION
My company is facing a decline in sales and patronage due to the emergence of new startup companies, that have disrupted the market we operate in. Now as the product designers we conducted surveys, product insights, and some data analytics to find out whether to develop new, modify the existing, or maintain the existing products.
I choose the Mind mapping technique in order to identify the patterns and insights in the data I collected during the research. This is done to find which is the best idea.
APPLICATION.
Firstly, I together with my team created a gallery of the ideas and data we gathered during our research, these ideas were divided into clusters and each is displayed on screens in various sides of the meeting room.
The stakeholders were then invited into the meeting room and each after briefing them about our design criteria, each was given a clipboard, sticky notes and a pen. They were then asked to move around the room to have a look at this ideas and data, also to come up with their own perception and insights about what they see. This lasted for 30 minutes.
Next, we asked each of them to go through their notes and to filter and group these notes in terms of similarities in the theme and context. We gave out 10 categories on which to they can classify their notes. This activity carried on for 10 minutes.
After arranging their ideas, to our greatest dismay all their notes centered around 4 categories out of the 10 we provided. So, under each category, we converged the idea from each of the stakeholders\participants and then discussed on each category one after the other to find out the connection and relationships between them.
Finally, we developed and agreed on 7 different products that the company will adopt in its business strategy as a result of the mind mapping process.
INSIGHT & APPROACH
At the end of this activity we understood that the best approach to finding the what if in a design thinking process is to display the set of findings and invite stakeholders to have their share of opinion on the information gathered, through this we were able to arrive a t a solution that suits all stakeholders and will hopefully have impact on our sales.
With the effect and end result of this mind mapping, I will like to involve more participants and even external parties and customers next time I am conducting a mind mapping in order to achieve a more inclusive and customer centric product.
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10,553 |
Design Thinking Reflection – Visualization
Challenge and Selection:
I‘m working in the IT project management team of a Consulting company that offers web based assessment solutions to optimize recruiting processes of our clients.
The company has grown very quickly from being a start-up and just became part of an international corporate company. New client and product development projects are getting more and more complex due to client requirements as well as technical and legal requirements. Especially when it comes to very technical projects that will result in infrastructural development of our IT solutions the IT department approaches the work single-handedly which makes it very difficult to take care of the project management and make sure everything is done in time and tested properly before going live. Furthermore, for those types of projects there is no official kick-off meeting.
To help get an understanding of what IT is working on I would like to introduce project kick-off meetings that will include a visualization of the planned solution. This – in my eyes – will help to get a shared understanding of the work being done, support to document our IT infrastructure and help knowledge sharing between IT and IT project management co-workers. This will benefit the implementation process itself and also the overall understanding of our IT infrastructure which is beneficial knowledge when it comes to further IT development.
Application:
For the project kick-off we would like to get together all colleagues that have direct interest for the project as well as those who should know about for future reference. For infrastructural IT work those are most likely:
- All relevant IT staff that will work on this solution or is directly/ or indirectly affected by potential changes
- All IT staff that should learn about what we are doing
- At least one IT project manager
- At least one Quality assurance manager
- At least one 1st Level support or Operations representative
The future project outline should not only phrase the aim of the project and responsible roles but also include a visualization of the project. So as soon as the first specification is presented to the group I as the participating IT project manager will draw what I understand as the solution on a flip chart or whiteboard. The kick-off meeting group will suggest how to improve the drawing if they don’t agree. A discussion might come up uncover unclarities or misunderstandings or (wrong) expectations about the solution. This is what visualization reveals. As Angela Meyer tells in her video people will react on the drawing and this will start the necessary discussion about the solution which will lead to a better understanding, more engagement and improved knowledge sharing.
Insights & Approach:
As I have just completed the Design Thinking course and this a very new tool to me I didn’t have the chance to try it out yet. However, in my experience using just words leads to tons of
misunderstandings, especially when the topic is very complex, technical, difficult to understand. I’m sure that visualization will help to clarify on the expected solution better than just words.
|
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10,555 |
Example Reflection- Visualization and story telling
Challenges
I don’t work in a professional jobs nor do I have a business firm to handle. Right now I am
pursuing my degree at Qatar University in GD Goenka. Forest and we had entrepreneurship
course during our 6th semester. I have always been interested in Business including some of my
fellow mates and there has been an interesting activities during this course were we have to come
up with an innovative idea to open up a relevant business suitable of our environment and pitch it
in the class. We were divided into groups and each groups have to come up with a different
ideas. I had interesting ideas jumbling in my head and out of all these astonishing ideas, our
group decided to pitch our business idea on Food Hub. The idea was in fact new and innovative
but we lacked the way to present it and we had a tough time agreeing upon a common decisions.
Selection and Application
We knew the idea were superb but we lacked the ability to present and convince our lecturer and
other mates about the framework and the potential opportunities it possesses. Then another idea
clicked our mind, we planned to present our idea through visual presentation. We started to draw
the basic ideas that we had on the chart paper. We drew a bus and designed it in such a way that
it looks perfectly attractive for delivery services in the central of the chart paper and then around
it we drew our target customers, to whom we want avail our services, the resources that we
would require such as machines, vegetables, pastry items and utensils. We also drew the
sponsorship firms which we would seek help from and the items that we will be serving to the
customer. Through visualization, the audience were able to capture the clear idea of what we
were trying to present to them and we were also able to show them the picture which were
difficult for us explain and elaborate.
While presenting, we also used the method of storytelling in which we told the audience about
the story of two brothers who drove van and sold hamburgers and ice creams along the street of
Los Angela sans their struggles during the start of the journey till the successful business they are
running right now. The story beautifully aligned with our idea and we were able to convince our
audience more. They were really able to grasp what we were trying to say and were impressed
with the way we presented.
Insight
While using the methods of Design thinking, I realized that these fundamental tool possesses an
important value and serve as an entirely different way of expressing our ideas and thinking. They
are not only an easy method to use but also provide ways to disseminate wide array of
information to the audience. The audience were able to understand the concepts we are trying to
share and it enables them to identify the main concepts thereby reducing time and energy.
Through storytelling, we are able to use our imagination and make a connection with the story
and generate more ideas. The audience can see our ideas through the story that we tell them and
grasp a concrete ideas and pictures our innovation.
Approach
I found these tools and approaches very useful in terms of building our ideas in a more realistic
way and I think I will be using these tools as long as I get shortage of these tools.
|
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10,556 |
Learning Launch
Challenge and selection
I am an administrative member in the retail team of a consumer goods sales company. One of my superior’s and my own biggest and most constant challenge is to provide sales information and insights, both to my fellow staff members and field supervisors.
Putting up information for staff members is reasonably simple because we ‘speak the same language’; we all have fairly similar academic background and share common knowledge through daily interaction in the office. On the other hand, supervisors come from different backgrounds -most of them started as store sellers, some were sales representatives from whole different industries, etc.- so their computer skills vary from one another, and so does their understanding of words and KPIs that might seem very common for the staff, such as ‘growth’, ‘variation’, ‘profitability’, etc.
In this occasion, we had the challenge to provide daily sales information and insights to supervisors, in order to help them focus on the stores and brands that had lower performance. This information had to be useful, thus, it had to be understood by every supervisor regardless their skills.
We selected the Learning Launch tool to assess the understandability and usability of the information, by testing the solution with 2 supervisors: “P” a fast learner with the highest computer skills, and “M” who has a much more traditional workstyle.
Application
The information was sent as a simple Excel file because it’s the most common software used by the company, and it could be browsed on the field with a cellphone. The file had 3 sheets:
- Daily sales by store, supervisor and brand, both from the current and past year - Monthly sales target, current sales, and percentage of target fulfillment by store, supervisor and brand - Sales year over year growth by store, supervisor and brand
We sent the initial file to both P and M, asked them to check the information and share their feedback. The most important point was if they could easily spot the information that mattered most to them - their stores, their names, and the percentage of sales target fulfillment which would determine their monthly bonuses.
After a few days, P and M sent their feedback. P reviewed the file and easily understood the information. She concluded that the information she needed to plan her daily work schedule was part of the first sheet, and the second one. However M, couldn’t understand the first sheet and just focused on the second one.
Insight and approach
Using the Learning Launch tool we confirmed that certainly, not every supervisor has the same skills to read and understand information in a spreadsheet, and they face new tasks in different ways.
M could not understand the first sheet because of the amount of information it contained and the way it was organized (>450 columns; 2018 sales data on the top, 2019 in the middle and %growth at the end). She became anxious and skipped to the sheet she could understand and was most relevant to her.
We thought that a way of reducing the confusion while browsing the file, was to simply hide the columns and rows of the first sheet that weren’t useful to the supervisors.
On the second sheet, the most important to supervisors, thus the sheet they would always see; we added a column showing the overall sales status with signs and colors: aligned with the objective, accelerate, and ! accelerate urgently. We thought this visualization would help giving emphasis to a macro level, so they could drill down to the detail from there.
We understand that using Excel spreadsheets is quite basic. We would love to use more innovative, viewer-friendly visual tools, but unhopefully we don’t have licenses yet. With the insights we gained from this test, we found a new huge opportunity in training our supervisors regarding their computer skills, and understanding their personal boundaries.
|
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10,557 |
LEARNING LAUNCH
Hypothesis
Our company was in a plan to create new packaging material that would act as an alternative to
the normal polythene paper packaging bags. Studies show that large populaces of Kenyans are shoppers, and therefore, need cheap and an alternatively effective solution for their goods and services. In this case, our company targets mostly small scale shoppers who buy goods for domestic purposes
Assumption
Our assumption was that biodegradable bags are cheap and durable when compared to polythene
bags. They are also easy to dispose, since they can easily decompose. Moreover, biodegradable bags can be used for other purposes such as storage of items such as food staffs.
The other assumption was that biodegradable bags are the best when dealing with environmental
pollution, in fact the government of Kenya has already put into implementation the ban on polythene bags because of their environmental pollution.
Testing Key Assumption
We therefore, assembled three people from each department who would assist in fact finding
from various stakeholders to ascertain whether our ideas are viable or not. For instance, the production department has been tasked with production of a few bags that would be distributed to the various distribution channels such as shopping malls and centers, to get their views act as agents of awareness creation.
The sales people have a task to collect customer response to the product, whether it is acceptable
to the customers, and if not, litigation measures to be taken.
The finance team was to make a quick test on the actual economic impact of the bags to the
company. They had to ascertain production cost in comparison to the returns, and whether the company was able to finance the project. They also had to liaise with company suppliers to get their views on the best material for making the bags.
The technical team had been tasked with finding out the aesthetic viability of the bags. They had
to test the production cycle to ensure that the bags produced met the set standards by the country’s environmental regulatory body.
Confirming Data
After testing, our product received positive quality response from the various stakeholders and
customers. This subsequently, brought us to our most important step of production and distribution of our bags in large quantities to our target customers.
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Visualization: Employee appraisal is an integral part of all the companies. It is often done Half-yearly or Annually. Managers usually do this appraisal and evaluation process for all his direct reports. This is an extra job responsibility for the managers besides their tons of business-related responsibilities. Not only that, collecting performance feedback, but target achievement details, Org. contributions for all his direct reports is also a time-consuming task and keeping that information available at one place during the appraisal process is another big challenge. This Fiori Appraisal app will enable the managers to complete the appraisal process easier on the go and anytime from anywhere. The apps will show all his direct reports on a master list and the details section will show the Performance feedback, Target achieved, Org. Contribution and other relevant details for them. Managers can review all the feedback for all his direct reports, can provide his feedback and an overall rating for his direct reports. Along with that managers can recommend for promotion for his direct reports who had an outstanding performance throughout the year. Main Goals: Manage the project effectively to deliver it on time within budget with minimum defects. Find out opportunities for the new business area and generate more revenue. Better manage the career and skill growth for his direct reports. Should have all the updates, performance and feedback for his direct reports readily available to him in a single click. Needs: Need to reduce the time and effort required to collect all the information and use them when required. To better utilize the travel time and doing something productive, it is needed to have the business processes like timesheet approval, vendor invoice approval and Performance assessment and rating for his direct reports to be mobile device enabled so that can be accessed and completed anytime and anywhere. Pain Points: Information is scattered and not available readily. Need to stay back at the office after hours to complete all the activities beyond the daily project management due to lack of access to things on the mobile devices. Cannot go for Business travel when it is time to complete the Direct Report annual assessment. All the timesheet approval, vendor invoice approvals are on hold while he is travelling. Stakeholders: Account Manager Business Finance CIO Application: Name- Mike Doering. “For me, I would to…”: Improve efficiency and effectiveness in the project and people management.
Background: 38 years old; Master of Project Management; Manage ABC SAP implementation project; Have 25 direct reports under him. Very good interpersonal and people management skill. Job Title / Role: Project Manager – ABC SAP implementation Project Job Responsibilities (Main tasks and frequency): Managing the project implementation progress and delivery timelines on a daily basis.
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10,560 |
Launch of new education
Challenge. I am a professor of labor law at the Faculty of Law and Social Sciences. My challenge is to improve the learning method of my students since my classes are in the first year. Being a public university, I have students of all social levels and the truth is that not all students are prepared to begin such deep studies. Their academic standards really need to improve. My classes consist of a period of six months and it is the time I have to be able to adapt them not only to the university but also to the introduction of law. I will focus on trying to figure out what teaching and learning styles are effective for my students.
Selection. I am thinking of trying various design thinking challenges for my students and found that the most suitable tool to apply is the learning launch tool. Since my goal is to discover teaching and learning styles that are effective for my students, I can use the learning launch tool to quickly experiment and test an idea.
Application. I focused on discovering what are the problems that lead my students to not understand the lessons. Finally, I was able to determine that most concepts, require prior mastery of civil law. For example, they cannot easily learn the rights of a worker if they do not know that it is a right in itself. Because of this discovery, I made sure that before introducing new concepts, I teach them the prior knowledge in that specific lesson. I stopped assuming they already know it, because they should have learned it in their previous academic years. Whether they can still remember it or not, the lesson always begins with the review of learning the concepts needed for that specific lesson. I also established that all the students must go together on class. Before moving on to the next concept, they must first master the current lesson. I also be more opened up for them. After each session, I give them a free consultation time where they can ask me whatever they want to. And I said to them that they can have any mistakes… this is the time to learn, we all can ask something wrong, and will be ok.
I also focused on discovering the teaching styles that are most effective for my students. This tested my assumption that when a concept is related to my students' everyday lives, they can easily remember it and can easily understand the lesson. The key is to teach them the real life applications of that specific lesson. Students kept asking where all these lessons can be applied in their lives, but when students know where to apply them, they become more interested in learning. Law is a beautiful tool that is used all the time in our daily lives. when we take a bus, when we pay our taxes, when we hire our cell phone. And this is very important for them to know. With these discoveries, I had several meetings with teachers from secondary schools and we tried to see how they could gradually transfer different concepts to the students. These techniques have been so effective that they are applied today to all seniors prior to college.
Insight. Without the learning teaching tool, my guess for my students will remain a guess, and thats it. By applying this learning startup tool, I was able to test all my assumptions and determine what works and what doesn't. The goal is to identify the best teaching method that works for my students. I will never be able to improve on your achievements because I did not try to do something that can challenge this problem. If we don't try to do different things the problems will still be there. As Jeanne said in one of the first lessons of this course ... things are
there to be discovered, they are waiting for us. I understand that this is what design thinking is all about.
Approach. It is the best way to deal with these types of problems. This new experience that I was able to carry out with the different teachers has allowed us all to raise the academic level of the different institutions, beyond the personal learning of each one of us.
|
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10,561 |
Reflection: STORYTELLING
THE POWER OF ATTITUDE
Fabian Silvera
August, 2016
Challenge: Describe your challenge, including all relevant information. Challenge The challenge was about a project of cultural change in a professional soccer team in which I was a the Executive Director. We were almost starting a new season and we had the challenge of participating in an international championship that wasvery important for the Club. We had made big efforts to improve the facilities and conditions for the training and competition, becoming one of the best soccer clubs in the country, even though, the players had serious attitude problems, were unmotivated and unfocused. We needed a deep change in the organizational culture, and mainly in the mindset of the players. I used the storytelling tool to show a contrasting reality to cause a greater appreciation of our situation and achieve a greater motivation of the group. Selection: 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). Selection Stories are a great tool to engage people with your Project, because allows you to connect the people with the essence of the problem and how to solve it. Stories allow you to access emotion, emphasize experiences and make the concepts more tangible. Application: 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). Application I used a video add based on a true story. In 1986 a group of children who lived in a little island called Koh Panyee in the south of Thailand, loved to watch and play soccer, but had nowhere to play or practice because Koh Panyee was a floating village in the middle of the sea that has not an inch of soil. One day, they had an idea, and in spite of their limitations, they decided to form a soccer team. They created their own space, building a floating raft as a soccer field to train and play. With this new pitch, created by themselves they reached their dream of forming the Panyee Football (Soccer) Club.
https://www.youtube.com/watch?v=n90uKuFh9Go
Insight: 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). Insight In spite of the constraints and the opinions of others, they didn't let their limitations stop them, they challenged the status quo, innovated and created a real solution for them. With their story, they have become a great inspiration for new generations on the island and lot of soccer players around the world. After watching the video, we shared about our reality and compared it with the story we saw. This story inspired our players to value all the things that they already had. We reflected about how thinking differently, with will power and a positive attitude can make positive changes and achieve great goals. We reflected that people´s attitudes drives their behaviors, and we realized that if we wanted to succeed we need to have a positive attitude and the right mindset. With this story we reached an attitude change of the players and also in the organizational culture and motivation of the group. Approach: Describe what you might do differently next time -- applying the same tool you selected or a different one -- and the reason(s) why. Approach In spite of having a good result telling this story to the team, I think if I had started the process with a deep understanding of the needs and problems of the players, I could have prepared an integral solution that makes a big impact in their conduct. After taking this course, I know how important it is to start the process to solve a human based problem with a deep understanding of the people, empathizing and developing a deep insight into the problem or opportunity to find a good solution to solve it. Reflection: STORYTELLING THE POWER OF ATTITUDE Design Thinking for Innovation University of Virginia Fabian Silvera August, 2016
|
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10,567 |
Challenge & Selection
I consider visualization to be one of the most important design thinking tools. I see the im- portance of this tool in its versatility. We can use the visualization at any stage of thinking. In this essay, I want to look at how this tool helps to solve communication problems between the designer and the client. In this case, we apply design thinking directly to the design problem, however, these tools and skills can be useful in any other area.
Application
The problems that the visualization as a tool solves are directly related to the problems of empathy. In a situation where the designer must show some empathy towards the client, vis- ualization becomes our best friend. You can try to explain an idea to another person for an infinitely long time, but he generally imagines the final result in a completely different way. Therefore, it is often necessary to visualize the idea that is being discussed in order for the communication to take place. When we want to get a clear explanation from the client of how he wants to see the final product, we do not have to immediately put a sheet of paper and a pencil in front of him, it is the designer's task to correctly visualize the idea after all. This is similar to drawing a portrait of a person according to his description. Even when the person from whom we want to see the visualization of some idea does not have sufficient skills or desire, we can sketch his concepts or the final result. This approach to the analysis of the brief helps to shorten the subsequent edits and to immediately catch that elusive con- nection between the often abstract desires of the client and the way the end product might actually look like.
Let's say we’re creating a design for a new pavilion in a shopping mall. The client is mostly interested in being noticeable, because in his view, for a new business, it is more important to draw attention rather than being recognizable. In this case, having received a brief from the client with an abstract wish to make the design noticeable, the designer can immediately sketch out the dimensions and ratios of the elements on the facade of the pavilion. Often- times, the client cannot fully understand that in the end he himself is going to be the one un- satisfied with the end result. Therefore, by visualizing his initial requirements, we can prove to him that his concept is not elegant enough and sometimes even completely tasteless.
I've had such an experience. In addition to the name and the description of his service cen- ter, my client wanted the banners to include images of all the products that he sells and a de- tailed description of all the services that he provides. Realizing in advance that such a deci- sion would look ridiculous, I gave him a rough draft of how such a design would look, and, of course, he agreed to a compromise, and we got rid of a good half of the infographic ele- ments, leaving only the most important information.
Insight & Approach
Having started to actively apply design thinking approach in my work, I’ve realized that the proposed tools can greatly reduce the amount of problems, and, respectively, the time spent solving them. At first all these steps seem complicated and unnecessary, and we mistakenly believe that they will only waste our time and complicate the process even more, but after putting design thinking into practice, I realized that it is better to spend some time on a thoughtful approach to finding and solving a problem rather than on doing gigantic correc- tion work later.
|
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10,568 |
Reflection Assignment:
Learning Launch
Challenge & Selection: In my organization, my role is to partner with the business to ensure both internal (employee) and external (customer) success. At the beginning of the year, our organization created a goal to improve employee engagement and satisfaction by September 2021. During the COVID-19 pandemic, we were required to move our organization to 100% remote work. In doing so, we were also required to review our current policies, processes, and infrastructure to determine what changes were required to align with a virtual world. Our challenge was to find a way to apply changes virtually and not only not impact engagement and satisfaction, but also significantly improve it. We had already gathered feedback from our employees at the end of the previous year, so we had a good amount of information on what changes our employees were looking for. However, we needed to find out of the solutions we came up with worked both in a virtual and in-office environment, and if they would be successful. As my department had already used various design-thinking activities and tools to determine the solutions, the next step was to try the learning launch tool to quickly test the solutions. Application: We selected pilot groups for each department to both determine if the solutions would work and would also work for every department. None of the pilot groups knew about the other pilot groups, and each group signed confidentiality agreements for the pilot to ensure the ideas didn’t get polluted from other areas. Problems for employee engagement and satisfaction included gaps in manager training, employee recognition, benefit options, and growth opportunities. Our ideas for solutions included implementing a new recognition tool for both monetary and non-monetary recognition, implementing a newly-structured manager training and workshop, implementing new benefit options including wellness reimbursements, volunteer programs, free virtual healthcare, and office equipment reimbursements, and creating new career pathing and development plans. In the first learning launch, we focused on manager training. We separated the managers for each pilot group and provided them the new training. We separated the direct reports and also provided them an assessment to complete based on their personality type, which would tell us how they would like to communicate, be recognized, and be supported. We then provided a new tool to the managers that read and interpreted the data about the employees and provided information on how to communicate, recognize, and support each employee individually. We then had the manager and direct reports resume activities with this new information at hand for two months, and brought them back for a focus group. In the second learning launch, we implemented the new recognition tool and the new career pathing programs. We trained each pilot group on the new programs and then had them work with these tools for six months, reviewing progress monthly. We also monitored usage and types of recognition and career pathing. In the third learning launch, we implement the new benefit programs with the pilot groups only. We had them use the benefits for the full duration and report back on any successes or failures. We also monitored usage of these programs.
Insight & Approach: Through the learning launches, we were able to identify aspects that worked, what didn’t work, and which aspects were more valuable to certain departments. The pilot groups were able to fully test the new solutions and provided valuable feedback to help us tweak aspects for full launch. We anticipated all programs being successful and the results were a success – with the pilot group, the employee engagement and satisfaction survey results increased by 30%. When we launched it full-scale company-wide after the small tweaks, our overall engagement and satisfaction improved by 20% (during a year when most companies were going through layoffs and other hardships). I think our approach was appropriate and effective as we had already used other design-thinking processes to identify potential solutions.
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10,571 |
REFLECTION ASSIGNMENT: Storytelling & Visualisation
Challenge
In the past, I did an NLP training course. To complete the training, all trainees were to do an exam consisting of various tasks. One of these tasks was to interview a person and to analyse one of her/his competences in depth by using the skills we learned in the course. The results were to be presented to the trainer and the group of trainees. After I did the interview and the analysis as requested, the presentation was still ahead of me. The competence I analysed was courage, involving complex mental and emotional processes like overcoming fear. So, the results were difficult to explain anyway, let alone pack into a short presentation. First, I was stuck and couldn’t think of any solution to present the results in a concise way. The day of the audit was getting close and just one day before the audit a sudden thought struck me: A comic would be the perfect solution! It would simplify the content and the presentation format at the same time. A story is easier to follow then a complex entanglement of psychological processes. And animating them with cartoony figures would help even more to increase comprehensibility.
Selection & Application
As a first step, I had to prioritize the results as I knew I couldn’t incorporate all details in the story. I had to ask myself, who is “your audience, where do they come from, and what do they need?” (as Juan Lopez mentions in the video). This leading question brought me to the realization, that I had to create the presentation assuming the audience has no previous knowledge, e.g. they haven’t heard the whole interview as I did. Thus, I had to break the content down into most important facts and to arrange them consecutively, so that everyone could easily follow.
As a second step, I had to come up with a compelling and intriguing storyline with “a clear sequence of events" in order to “connect the emotions, characters and the values of the people who live the product everyday” (ibid). To do this I knew I had to create a hero that was likable and who’s goal was relatable to the audience. This is mind, it made perfectly sense to turn my interviewee into the hero of the story and to describe her struggles as a sequence on her way to build that competence – which would not only create excitement and suspense but also teach at the same time, how one can build this cometence – which was the goal of the presentation after all.
As a third step, I had to think about how to visualise the story. I decided to personify everything in the story using typical symbols: a dark monster for the fear that the main character had to face, every struggle was a fight that was rewarded with a gift symbolizing a gain of courage and self- confidence. This way, it composed into a compelling story getting my results across.
In a fourth step, I browsed the internet for cartoony characters that would fit the story and the symbols. I ended up drawing them by hand on cardboard and cut them out in order to animate all characters live during the presentation.
On the day of the presentation, all went as planned. The story helped the audience to understand the results, left space to reflect and thus, increased the emotional involvement and not at least added some entertainment to the event.
Insight
Thinking back now, I am amazed that I intuitively chose the right way to make my content relatable and understandable. Creating the story helped me to come up with ideas how to visualise it, and visualising helped me to drive the story. It was mutual inspiration.
I found that storytelling really helps to concentrate on a central theme – whereas in data driven presentations one is always prone to show all data there is – which is often tiresome and confusing for the audience. A story forces you to create a connection between the facts. This ‘connecting the facts’ is what the audience needs to get to true understanding of a presentation or any other form of content.
Visualisation does the very same thing. When you start to sketch you are forced to simplify, structure and prioritize – helping you and the audience to understand the content better.
Furthermore, the visualisation helped the audience to get a livelier and more emotional picture of the topic, making the content accessible and relevant for the audience. The pictures and the personifications were much more instant and clearer than any explanation I could have offered.
Having this example and its effect in mind, I now use the tool storytelling and visualisation much more consciously. I even use it for my personal learning and try to create a story with figures in my head if I don't understand a complex process, for example. I found that it improves greatly my understanding and memory.
|
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10,572 |
Challenge:
As a member of an airline continuous improvement team, we permanently search and develop improvements with significant financial or service value. When COVID-19 arrived we suffered many disruptions, and so we had to find the way to adapt our operation and processes.
Because of change in travel policies or flight schedule, passengers where worried about they’re flight status. One of the things we perceived was that email notifications when a flight was cancelled or modified were not clear enough for this situation, and current contact points had not enough capacity due to high demand.
Selection:
To face this challenge we selected the visualization tool, because we believed the key was to develop a share understanding of the situation. Contained by a variety of passenger information needs and because of the different teams involved in the solution. By visualization we can express what we perceive from the situation and that what are the possible key elements. Also we can engage all the stakeholders by sensitizing them with the passenger situation and the importance of the solution. Before starting we review the Angela Myers video and took some benefits of the tool in order to use them when we proposed to use it.
Application:
We developed the visualization on an incremental way, including stakeholders in different steps. Starting first with our team, sketching on a big mural the elements we perceived with a process logic and with illustrative information, as email examples. In the second meeting we present this idea to the costumer experience team and refine some more details.
With this done we accomplished to have a perfect product to sell the idea and continuously adapt it as we go on including new stakeholders. And by having a clear idea of the problem and watching how different elements worked together we discover some insights.
Insight:
The narrow solution would have been to improve emails content and automatic response in order to reduce contact center demand. But by sketching the different elements we notice ecosystem influence of different teams of the company, and how they need to operate as one. For instance we notice that as in COVID-19 we could flattened from curve of contacts if we tunne email notifications in coordination with contact center saturation. Also we discover that clarifying the passenger that was not urgent to get in touch, that the booking will stand for several time and he could contact later when he have decided to travel.
Approach:
I find in visualization a perfect tool to develop share understandings of a situation, also an excellent way to present or encourage de idea. In the future we could try to use the tool with all the stakeholders at the same time instead of incrementally, so we can wide the opportunities instead of adapting an initial sketch.
|
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10,573 |
REFLECTION – Storytelling
Challenge
As a 5th year Electronics Engineering student, we are working for our design project wherein we need to proposed a certain topic that will help or solve a particular problem that we are facing right now in our environment. This include paperwork, documents and a prototype. In proposing my idea, I need to pitch it in front of the audience and some panels. So I practiced hard my communication skills and be confident for who I am. As an engineering student, we should also be good in communicating others. Using this storytelling tool, it helps me to boost my self-esteem and act as a professional speaker. Learning this tool helps me to express more my idea to others and be an effective speaker so they will not get bored when I am talking.
Selection
The tool that I selected is the storytelling tool. Through this tool, it helps me to increase my confidence when I am interacting with other people. I can express more myself because it is just like telling a story to them. This is an important tool because you need to get the attention of your audience. You need to take the listener along on your journey. This tool really helps me in presenting something like presentations or reports to my fellow students.
Application
I applied this tool when we are asked to pitch or present our proposed design project title individually. I explain first the problems about the lack of electricity in the Philippines then followed by my solution for designing a new portable water turbine. In presenting my idea, I used first to tell something like a story so they can relate with me and they will not find my presentation boring. Engaging your audience to your presentation is a lot better compared to others who are just normally present their work. Through this storytelling tool, you can easily get their attention because they can relate with you and they are interested on what you are talking about.
Insight
By applying the storytelling tool, I effortlessly picked up information on how I can deal with my panels and audience. In addition to that, the outcomes from my first attempt of doing this kind of tool had an extraordinary effect to my presentation. All things considered, I can be a storyteller for the interim. It truly works for me since I can communicate well with any individuals. An exhausting introduction prompts individuals for not tuning in to you so for what reason not influence them to take part in your introduction. I likewise gained from this activity that making a dazzling and expressively captivating story can enable individuals to propel understanding in the issue.
Approach
Since storytelling in an effective tool for me, I will apply this tool again. It motivates me to exercise myself in speaking in English and to pass on message with lesser buffering. I prescribe it to the general population who doesn't have certainty yet has an awesome thought towards later on, I should advise to you Storytelling is the best tool for us.
|
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10,574 |
Design Thinking course final task - Reflection
Challenge
I work as a Technical Consultant in my organization’s Digital Identity & Security Global Business Unit. As part of the Technical consultant’s team, we are responsible of the design, implementation, validation and delivery of the technical products requested by our customers. I and my workmates must ensure the products delivered to our customers fulfill all the technical requirements according to their needs and the reference standard specifications, but also we need to assure they are delivered in the less time possible. Quality, compliance and time delivery are critical in a market that has been exploited by many other providers in the last years. In the whole product deployment time line, product validation is one of the most time consuming tasks, most of my workmates think there are no enough tools to ease product validations, thus, this reflection focuses on the meetings done by the team to find out solutions that will help decrease product delivery time.
Selection
Recently, our organization proposed us two sessions to find out a solution for the time variable concern in the product validation. The first step was to identify the real problem and the scope of the solution to be proposed. Co-creation was used to find out an objective view of the problem, we wanted people to do give their own perspective of the problem to identify patterns and themes. To ease the pattern observation we used the Mind Mapping tool using sticky notes and a board. With this tool we were able to identify the What is in this context and then start looking for solutions based on common criteria for all the team members.
Application
For our first session, we focused in the two first Design Thinking questions, What is and What if. In the beginning of the session, we did short interviews to all of the team members, finding out that the main factor that increases time variable in product validation is always the lack of tools that allows the execution of all the tests. To understand the type of tool we were expecting to have, we applied the Mind Mapping tool using some sticky notes and a board to allow all the team members expose their vision of a tool that will ease the work and thus, the production delivery time to customers. We divided the board in three sections, one to put notes with facts that increase validation time (e.g., complexity to understand and use the tool), the second one to write our thoughts about product validation process (e.g., ensure
quality) and finally one to write ideas about what we expect a tool to have (e.g., a graphical interface and test reports). After this, we observed and found common comments between the team notes, we associate them and we questioned them. At the end we found an objective idea of the tool we wanted and the tedious tasks for the team. This helped us exploring solutions for our problem.
For our second session, we worked in the third question of the process, What wows. We took all the ideas gathered in the first session. We found the required tool should ensure the quality of the product is still the best according to the technical standards and that many of the existing validation tools can be re-used to develop the one we expected. We did some sketches of Graphical User Interface (GUI) as a prototype and wrote a list with all the requirement of the tool we expect.
The last step related to What works is in process since all our ideas where sent to our organizations development team to determine the viability of developing a tool that fits all our requirements and then create a prototype of it to know if it really works or not. It is really important to have always in mind that the efforts spend in the tool development should be minor to ensure it is cheap and quick to get out if our ideas don’t work.
Insight
I think that the Mind Mapping tool eased the problem definition and the solution proposal since it was helpful to gather all the member thoughts and then propose a solution that in the beginning was not conceived by any of them. During both sessions, I found the expertise of each member is different, thus, each individual is able to contribute with different ideas. The sessions helped us to understand the problem we have in a deeper level. We found that for many years, our developing teams have been doing tools to solve single validations but without a global purpose, so at this moment we have different tools (some of them we don’t even know yet because of the huge amount of single validation tools that they had been developed) that somehow can be used to develop a single tool that fulfills all our needs. Having everything in on single tool decreases time spend in validation considerably and also complexity. Co- working is important to overcome problems and to come up with new and creative ideas. With design thinking we found our problem was not about just having a tool that executes everything at once, but we found that if the Technical Consultants feel comfortable, the way they face product validations and the attitude they have will executing tests is really important too for the time variable.
Approach
Product validation is a task done day by day by each of the Technical Consultants team members, so each of them has something to say about the way the feel and which improvements should be applied for this process, thus, the Mind Mapping tool was the appropriate tool to reach an objective solution for the problem. For future sessions it would be better if the tool developers are involved too so we have a multi- disciplinary session were they will give their appreciation of the new ideas proposed and somehow give the solution more structure according to the viability of the ideas proposed, this will allow the whole Design Thinking steps execution to know final results.
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10,575 |
Reflection-Mind Mapping
Challenge & Selection
I am a graphic and product designer. I work at a fintech startup. As a UX designer, I worked on a
sophisticated application in stock investing. At the first stage of the project, we spoke with
stakeholders, target users, developers and, we had a lot of meetings that had to explain our
project to them. The explanation of a complicated application in verbal communication is not
easy. Almost every time that we represented our project, there was a lot of question from the
audience. So, I decided to create an overview of the application I am designing, showing how all
its parts work together. Because design is visualization of a solution, I decided to use mind
mapping for this challenge.
Application
First of all, I use a big board to apply all parts of the application. I put the application in the center
of the board and connect different parts of that with a line. For the primary stage of the project,
we focused on the most important parts of it, and after we got feedback from the target users,
we decided to add new features to our mind map. After I finished the poster, I took a picture of
that, and I put it on our pitch-deck.
Insight
After applying the mind mapping tool to our project, we got great feedback. We could very
easily communicate with our team, developers, key stakeholders, and especially the investors.
This caused me to use it in the next stage of the project, and I added new features to the mind
map. This result made me use other techniques of design thinking on my projects.
I learned that I should give it a try the next time in one of these situations:
1-Discover new features of the application I am working on. In this case, I can just try drawing
new connections between entities or adding more entities to the equation.
2- I want to find edge cases and to detect critical global areas.
Approach
Based on the feedback we got from all of the stakeholders, I will use this tool in my other
projects and another stage of this project. Because we could communicate easier than in past
time and spend less time to explain our project after using this tool. I think I use this tool in
some other part of the next project because this tool can use in many parts of the UX projects.
|
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10,576 |
Sensitivity: Internal & Restricted
Challenge & Selection: Visualization
I Manage a large Transformation Program with one of the Investment firms with the mandate to drive efficiencies using new age digital levers Like Automaton, Process Excellence, Analytics and Machine Learning, we adopt the method of Eliminate, optimize and Automate which means before we onboard our journey with Transformation we assess the process understand the current challenges, limitations and then design the future state and post which we work with development team for Implementing it.
We encountered a series of challenges during our transformation journey mainly related to People, Process and Technology and I want to share one such specific challenge with regards to business process and How we used Visualization to streamline the process which will enable us to drive better business outcomes
The Process that we were responsible for had many Manual steps, fragmented and were not standardized and because of which team on the ground were working at 120% of their capacity, resulted in many errors and thereby Impacting the P& L and also firm’s reputation.
During our assessments we had interviewed and shadow mapped with the operations team and assessed their current way of working, one thing came out very evidently that they do not have a front to back view of their processes and they rely heavily on their SOP’s which was mostly text with no visual representation of the flow hence we picked up Visualization as a tool to implement and visually represent the process and find out bottlenecks, delays, and reasons for errors.
AS-IS: Team of 4 were processing ~ 2000 transactions per day and with Average of 20 errors per day and with low morale in the team
Application & Insight:
Now that we had the insights from what-is phase we wanted to plot the process steps to visually represent the process flow, Workshop was conducted with Subject Matter Experts, process owners and team responsible for managing the transactions, we provided them a template to Capture some basic details of the process and then started mapping the process steps from start to end and this continued until we captured all the activities that were in Scope. Along with Process excellence team, we have created a front to back visual process flow which represents how the current flow of data/work is handled.
We were surprised to see the output and flow of work because some of the steps were not logically connected and similar set of activities were carried on by multiple people which can be clubbed together, now it was time for design workshop with the similar set of people but this time we had an advantage of visual representation of the processes. We had a series of brainstorming sessions to redesign the process to run it in the most efficient way with less number of handovers, less waiting time and better output with increased processing time.
Instead of just explaining the TO-BE state /Future State we have visually represented the process flow and also highlighting them the areas of improvement, bottlenecks, and scope for efficiency. While there was a bit of resistance initially to adapt to this new design but they were confident later when best practices were shared from other departments and benefits that they are reaping with new redesign process.
Sensitivity: Internal & Restricted
It took us four weeks to implement this solution completely and results were startling and there was a renewed energy and positivity in the team as there were fewer errors and team was processing more transactions with fewer backlogs.
Post Implementation: Team of 4 were processing ~ 3000 transactions per day and with Average of 5 errors per day and zero backlogs and 100% boosted the morale of the team
Approach:
We had a lot of learnings redesigning the above-mentioned processes and we realized it is not one tool in isolation should be used to drive better benefits rather two more tools can be used in tandems like visualization and storytelling so when we went on with another processing we explained them about our Journey with this team, benefits along with visualization and with greater participation.
We have Standardized this approach and taken with the larger organization where ever we had challenges regarding capacity management, Manual errors, process backlogs and bottlenecks which resulted with over client and employee satisfaction
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10,581 |
Storytelling - Sales Asset
Challenge: So, the place where I work is called Tata Group’s, where I work as an Admissions Counselor helping people in enrolling into our education programs. Now, as a counselor, my job is to make sure that the learners are really able to understand the USP of the program, where they can connect it to their career and can really see its value. But apparently, I used to be like a chatbot(website), just telling the data which was already present on the website. Thus, my conversion ratio (lead to sales) was less since not many learners could identify the benefits of enrolling into the program.
Selection: I understood that I will have to change the way I counsel and add more meaning and value to it. The tool which I used was story-telling. I could understand that for a learner to completely relate to our program(product), it is important that I share relevant examples which he could easily relate to. And thus, he would get the underlying value addition of the program.
Application: So, moving forward, in all my counselling, I used to tell two stories where in the first case(let’s say X), the learner who took the program and then, explained her career growth after few years, how she could moved up the corporate ladder, how she managed to apply her learnings into various work activities, how she used to networking for better opportunities etc. In the second case(consider Y), the learner did not enroll into the program and thereby lead to a flat trajectory of career growth and where she missed on various opportunities to scale up.
Insight: By doing this, there were three clear insights viz. 1) There is more engagement with the learner during the counselling. 2) I am able to build more trust with the learner. 3) The conversion of lead to sales has increased phenomenally.
Approach: In future, I am looking to innovate with various styles of storytelling; one of which is the prompting where I keep on continuously asking questions regarding their future and whether they are taking active steps in that direction. The moment I find an answer where they aren’t prepared would be my gateway to explain the benefit of our program linking to that question in a storytelling manner.
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10,588 |
Reflection – Visualization
Challenge:
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 used this approach often with my colleagues who are working to apply technology innovations to modernize their tasks and the delivery of their services to their various customers both internal and external.
Selection:
I have used the technique of using a rectangular box visualization of a problem domain with a set of questions or prompts for discussion to allow everyone 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 rectangular graphics of the problem domain. To develop the rectangular 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, and other auditing reports.
Where materials were not available, then I conducted an informal interview with some of the stakeholders who serve as the main points of contact on the initiative.
The frontstage/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 vendors and Value Chain Providers and a column on the right to identify downtime that may add constraints to how the organization operates.
The rectangular graphic is simple, using simple shapes and icons available in Microsoft word/ PowerPoint or on the Internet.
Where the used view does not seem to be clear enough to the relevant stakeholders, then the need to 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, stakeholders will be divided into various groups each representing a different area of interest. Each group receives a sticky note to make comments after which I give them two-three questions to answer, which includes:
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. 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:
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. 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. It also 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.
Approach:
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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10,590 |
Challenge:
Educating the new comers to server lab is one part of my job to reduce the mishaps.
Even after detailed explanations of the do and don’ts mishaps were happening regularly and considerable damage were happening in material and man hours to fix the damage during the induction of the new comer.
Selection:
After going through this design thinking course, it occurred to me that instead of just explaining
the lab manual and the routine dos and don’ts, storytelling would help to drive the point of what is expected out of them while they work with the lab infrastructure. I went for storytelling since I need to educate a group of people who are having diverse technical background.
Application:
I picked up specific incidents from the lab log about the accidents created by the previous
people and created a nice story linking all the important incidents.
Insight:
After the narration of the story to the first group I came across, I was able to see people
listening with interest in contrary to sleepy faces during my earlier sessions. The change in attitude of trainees are more heartwarming for me.
Approach:
I’m going to make this integral part of the training. There were fewer accidents from the new
group and they seems like well understood what is expected out of them in lab and what they should avoid very clearly with the story telling approach.
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10,591 |
Challenge & Selection
The challenge I did is to apply Visualization to teach a group of Grade 7 students about Algebra which causes failed grades and wasted lessons. For a 5th year college student like me I think this will be a great opportunity to make younger students who find themselves incapable of doing higher level mathematics. When I was their age (11-12 years old), I really found algebra hard and uninteresting since I am not fond of analyzing complex equations in terms of variables that causes my algebra roots to be weak. I haven’t felt the effect of not fully understanding of algebra since I came to my first year of college where I am ashamed that I cannot do simple algebra computations when I am asked to. I struggled to pass the course at that year where I found myself trying hard to study in rush to cope up with the lessons. Learning in rush is not that efficient and reflected obviously at my grade where almost all my classmates end up having an average of 1.5-1 while me barely making it to 2.5 after the end of the semester. Realizing that this is an issue that I can do something for others, I used Storytelling to let them learn Algebra in a fun and effective way.
Application
The first thing that I did was to ask the children what they usually do when they are at home and find the common things that I can relate and create a story with. The students (4 boys) are typical boys who plays computer games and watch anime frequently. They are playful and curious to the new trends spreading in the online community.
The first lesson I thought was how to add and subtract variables. The typical x+x=2x, x+2x+y=3x+y and etc., is so easy for us to understand since we are used to these operations but the students can’t understand how why such expressions results to another. The first Visualization I used is to relate x and y to blocks in Minecraft. Since they are confused why x’s and y’s results to such when added and subtracted I told them to imagine every single gravel block is a x and every single wooden block is a y. Stacking the blocks even alternating results to obvious difference and they understand how x and y differs to each other and how can they be added. They were confused how for example is x + 2x results to 3x while y + 2x results to still y + 2x. But now, by remembering that each x and y is a different block they can now combine the variables properly.
These students despite of being a poor to average student in algebra can do simple mathematical operations. This made it easier to teach them more since all I did was to think of things they are enjoying with and interested with and relate it to the computations. At the end of the day adding, subtracting, multiplying and dividing simple algebraic expressions are made easier for them since instead of them seeing these equations that they previously feared, now they see these equations with creative visions that can help them do the operations quickly and properly.
This is just a head start yet this is one of the most important part of their learning. For them to have a vision that will help them understand simple algebraic expressions will lead to further realization that the complex lessons they are about to tackle won’t be that hard anymore since all they need to do is imagine and think of a creative way to analyze how it is being done.
Insight & Approach
What I learned was that things are better understood when we can see and relate to it. How it works, moves, change even without literally seeing but even just imagining it. Visualization is a helpful tool for things that are hard to comprehend yet can be integrated to something relatable. For the students having something to imagine to is a huge help for they are not lost in the topic because this relatable thing that they are very familiar with is now used to solve their problem. They can quickly relate these equations to visions which they made and as time pass by they are the one who are teaching themselves as well as answering their own doubts and questions.
The experiment shows various realization that for Visualization to effectively work for young ones it is not impossible for the Professionals to use it once again to further understand things in the field as they discuss or understand. Even though my experiment is far beyond design thinking, I believe, for me as a developing person that aims to be a professional will uphold the Visualization technique as I move forward to the industry and use it to convince people as well as make them realize what I am trying to say as I pitch to them my ideas.
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10,592 |
Tool Selected: Learning Launch
Challenge:
The question to resolve was “how to get fast the right information needed to conduct a task in the frame our working space”. This was the initial questions that my team in Training and Knowledge Management collected from the different users in recent surveys. Since many years, this question has been addressed from different perspectives and applied different solutions that, in the end, they failed to fully satisfy our users. There is too much information that in the end, is not productive as they spend too much time to select the right information source.
Selection:
We apply in an intuitive way, the four steps of the design thinking process “what is, what if, what wows, what works”. We collected all the existing ways that we had to provide training/ information to users and we analyze them in terms of the following criteria: 1) accessibility 2) speed to get the right information 3) accuracy and updated information. When collecting feedback from users, they confirmed that they would like a centralized system, with visual, voice and preferable examples given and that they can share and re-use if necessary.
As mentioned in the Training video “Learning Launch Tool” by Angel Glenn, we decided to experiment rather than building “theoretical Business Cases or ROI”. We decided to apply an Intelligent Fast Failure approach where we were going to test/ fail/ succeed (Learning Launch). So we defined our hypothesis and assumptions:
in terms of value creation, we considered that users would need to reach the knowledge/ information to conduct their task correctly and fulfill most of their requirements
in terms of execution, we wanted a quick and fast access to updated information and execution (eg no need to login/ passwords, etc)
in terms of dependability, we wanted to be able to manage by our team and no dependency of other departments
in terms of scalability, we wanted to reach in a short time (4 months) 80% of our population (around 400 users worldwide)
We had different ideas but we retained two to test: improve the “lessons learned” database that we have with appropriate metadata to facilitate the research, to make it available in a centralized repository and to update the information. The other idea we tested was to use micro-videos with a new tool that allow us to tag the video with metadata that allows the research tool to look the inside the video in the indexed data and that can be shared to other users with two clicks.
Application:
We tested both ideas for the “what wow/ what works”. We prepared communications and sent to the users both tools explaining the changes and the benefits for them.
The Micro-Training video options very quickly showed that users preferred this option and data confirmed our initial hypothesis/ expectations. In one month, we passed from 40 connections to 200
connections and after 3 months we got more than 1000 connections that represented around 70% of the population that at least 1 time connected to consult the micro-training video.
The first option, even if it was the improvement of the standard way that they have to use the learning repository, was quickly replaced by the Micro-Training Videos and after 2 months, practically, abandoned.
Insight:
This was amazing as it was also recognized by other departments that contacted us to get more information about our Micro-Training Videos and considered to join to our library and/or to develop a similar tool. Users’ feedback was in majority (>95%) positive / very positive. The most value they found is that combine voice recording, visual elements and the fact that the tool recognize the reach and brings the appropriate answer to the search question.
In terms of tools, I can say that the fast launch to test was key to move forward, to accept that it can work or it can fail and that we case that data would not confirm our expectations, we would need to change the model if possible and eventually to abandon the test.
Regarding the first test, that we had to abandon it as the data showed that users did not adhere to the tool, nevertheless, we did not feel “bad” or that we failed (it was not us who failed, just the idea).
Approach:
Next time, we would not hesitate to test more ideas, and to include users not only as part of a “voice of customer” approach but also to integrate them in the design and selection of the tool. The more we worked with them, the more they felt involved and the more we improved the service and, in the end, the more number of connections we had.
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10,593 |
Reflection – Mind Mapping
Challenge We are making major revisions to our top-selling professional education course, which historically has involved textbooks, some video lectures, and an online or in-person exam to complete. Studying takes 2 to 6 weeks to take an exam and the full course, for a professional designation, is 8 exams on different topics. Feedback from students indicates we need to change the format to adapt to new learning needs. Selection A lot of work had been done prior to my joining the project. Surveys, interviews with students and with their employers, review of product feedback, competitive analysis, plus much more. In addition, those involved in designing the new course and its content are very seasoned professionals with a lot of experience in what works and what doesn't. In fact, most of them had taken at least some of our courses as students, so were very familiar with the student experience. For example, we think students want more online courses, fewer printed textbooks, shorter course segments, recorded live instructor segments, audio books. We think they want more real-life examples, but does that look like case studies, or like industry-specific topics? The key was to specify all the assumptions, data points, and hypotheses that were driving decisions and be sure we agreed on what was important and how to proceed. As a market researcher, my goal was to collect all the hypotheses and outstanding questions in a systematic way so I could validate and/or understand them better through additional research. I decided mind mapping was the technique to use. Application I started with a small group of key leaders and invited them to two meetings. The first was to lay out what we were going to do and ask them to help. I gave them a sheet with some prompts and categories for them to list their hypotheses and questions prior to the second meeting. At the second, mind mapping, meeting, I had them transfer their hypotheses to sticky notes, one to a note. This gave them a chance to review their questions, clarify them, and make sure they had distinct ideas on separate notes. I had placed flipchart sheets on the wall with three key topics – course content, course delivery methods, and the marketplace for the course. Then we went around in turn, each person reading out one of their hypotheses and placing it on the appropriate sheet. If someone had a similar one, we'd put that one up. We discussed where they go and if we needed more key topics. After all the hypotheses were on the sheets, we grouped them into broad research areas – where we need more information before we make the significant investment to make critical changes. Once we had the groups, we voted on what was most important – on two levels – by placing dot stickers as votes. The first level was what we needed to know before we started making changes and the second what we needed to know before we decided what changes to make.
Insight These were all people with a lot of experience and a lot of good ideas that just weren't well documented and effectively collected and prioritized. Not all of the ideas were well-backed with data, not because they were bad ideas, but just that we tend to rely on anecdotes and personal experience to prioritize things. It was a revelation to the group how much we were assuming without proper verification. I was also impressed by how much agreement there was on both direction and key issues that need to be validated. Not that everyone thought the same thing, but everyone agreed where we really needed to focus to make the best use of resources and minimize the risk of a large undertaking. Finally, the team was able to take a hands-on approach to defining research objectives, agree on a research plan, and commit to the appropriate research to design the best products for our students and our own organization. Approach This was a very high-level exercise. I wanted to get something on the table to help our leaders participate in the research process, which wasn't something the organization was used to. A different approach would involve more detailed looks at these clusters of hypotheses and more in-depth discussion of what we know and what we don't know. In fact, this might be just the first step and we will dive more deeply into each of the hypotheses as we generate more research results and combine it with information we already have, such as business metrics and targeted analysis of the success of future courses.
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10,595 |
Stephen White
Design thinking Course – Coursera Jan 2016 Page 1 of 2
Stephen White: Regional volunteering challenges CHALLENGE The challenge is to develop a region wide approach to volunteer development within a specific area of South Australia. The area contains a number of smaller size towns < 6000 people and several different local government authorities (LGA) all operate relatively independently. The region is a predominantly crop farming with the usual challenges of the same people, averaging 60+ years old, volunteering in multiple organisations because ‘no one else will do it’. There are common issues across the entire region but no one has previously suggested a region wide approach to consolidating these issues an develop an approach to encouraging volunteering diversity in the region. What does regional volunteer development look like? Good question. This is the challenge we need to explore. An outsider would suggest things like training, health and safety in the workplace, risk management, governance and so on. But no one has asked the key stakeholders in the region. Their understanding may look very different. This would suit a design thinking approach to circumnavigate traditional thinking and develop new models of operating. Selection The tool selected was mind mapping. It was selected because some stakeholders may have had exposure to it previously, but this could not be guaranteed (both comfort and non-comfort zones). The key focus would be the question posed ‘What could a regional volunteer development plan look like?’ We felt the tool would respect the diverse nature of the stakeholders and it was felt this might achieve a number of things: unlock latent ideas; challenge resistance from some individuals; quieten down or disempowering a number of individuals who always took over any group discussion because their ideas were right; empower individuals who were very quiet and rarely said anything yet we felt they had good ideas; providing a flexible environment where nothing was off the table; encouraging ideas and engagement; trying to identify patterns and potential outliers across the region; present a clear picture of the matters requiring further discussion. Application We posted information around the room from previous discussions: including a sample survey of the issues faced by volunteer organisations; statistical evidence of volunteer rates and areas of volunteer involvement; comments made by senior management of impacted local government authorities and their respective regional strategic plans; the results of answers to previous questions related to ‘The challenges faced by volunteer organisations’. As part of the introduction we went through this information and reiterated the question emphasising nothing should be excluded no matter how crazy it may seem. Dollars would not be a limiting factor. This would be taken up in a later discussion. Individuals were provided with sticky notes and given 5 minutes on their own to record as many possible answers to the question. Then they were given an additional 15 minutes to wander through the room and write down any more possible answers looking at the materials posted up. Individuals were encouraged to also record on a different colour sticky note any additional info they felt they might need. They were then paired up for 5 minutes and repeated the exercise to see if discussions could generate more ideas. Once completed, they were asked to sit in tables of 4 and told to group
Stephen White
Design thinking Course – Coursera Jan 2009 Page 2 of 2
all their ideas and write a title or theme for each group. The notes were grouped from all tables together with the titles. This worked well and gave everyone sufficient time to develop lots of ideas – enough to fill an entire wall! Going through to the ‘So What’ question was tougher and took participants a while to grasp, possibly because we were not clear enough in our initial explanation and had to lead them through it. We did get useful information & participants said it was challenging but rewarding. I felt we could have done it better and that we seemed to lose some momentum. We found answers to this question challenged underlying assumptions to the theme. Eg training in risk was a clear standout. Asking ‘So What?’ revealed the underlying issue was risk aversion by LGA’s rather than duty of care – an important difference – one is protecting the organisation, the other is about protecting others. Overall I was reasonably happy with the outcomes. Insight See earlier comment. Allowing freedom for individuals to think outside the square was important. Freeing individuals who were quieter meant generating many more ideas and an increase in energy generated in the group. I appreciated the release of imagination and loved seeing the enthusiasm grow as people developed ideas. Even the resistant individuals managed to overcome their own need for power and control and joined in. All ideas were treated with the same regard, no one idea was more important. It was interesting and exciting to see major themes surface but also see responses to themes which were unexpected. I must admit some came up I did not expect such as shared facilities and management; and youth development programs and qualifications. Approach After the success above we tried to fit the themes into a framework provided by National Volunteering standards. This was a disaster! It killed the enthusiasm and switched on the traditional thinking approach. Even though we still used the mind mapping tool, it didn’t work. I think the contrast was too great. Previously individuals were freed up to think and now we were expecting them to conform to a pre established framework. A round peg in a square hole. It felt uncomfortable and killed innovation. I should have tried visualisation on the national standards. Participants could ‘design’ a regional volunteer development plan through drawing – but in a different session. I think this approach would definitely challenge folks but would hopefully release more creativity even though the focus was on the national standards. We could then bring together the insights from this approach with the other mind mapping and harmonise the two in a separate session. This approach combines the traditional risk model via the standards but uses creativity to force individuals into approaching them in a different way. Maybe next time!
|
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10,597 |
Mind Mapping
Challenge & Selection The first tool I used was the Mind Mapping tool when I initially joined my current company where I was brought on to chart the current onboarding process for new customers and identify areas of opportunity for process improvements. I decided to use this approach because I could begin by mapping out my own onboarding experience as a customer (because I had my own data points) which could easily be described as dreadful and I had tons of feedback. I then extended the invitation for other associates to map out their experiences as well, giving us a broad sense of what was happening across the process since no documentation for this existed at the time. Application I started the process by designating a huge whiteboard (conveniently located to senior leadership) as the space where myself and other associates could place visuals of their onboarding process – application information, messaging screenshots, printouts of emails received during the onboarding time-frame, copies of welcome materials, call recordings with service agents and relevant information about product usage/ease, etc. I also asked everyone to write sound bites of their experience – what went well, what did not, what was devastatingly awful, would they recommend to friends and family. I then added actual customer complaint verbatims to this board that we received through website surveys, social media, call listening sessions and regulatory organizations. This whiteboard turned into a very powerful visual of an undocumented process that was ripe with opportunity to make it better for our customers. As more and more associates contributed their information on the board themes started to emerge. We grouped together pieces of the experience into groups, sorted by channel and interaction type, which began to tell the story of the current customer onboarding process - lack of relevant information about what was going to happen next once the product was purchased, over communication via email regarding cross sell or simply providing useless information and clogging inboxes, untimely delivery of product via snail mail, poor lengthy service calls with agents that oversold additional products when customers clearly were not interested. Senior leadership was able to have sequenced visuals to react to and get a sense of what was happening to our customers during this valuable first interaction with new customers. They were then able to prioritize projects to improve the experience for the customers and inform impacted business lines about the current process failures and keys to best practices for future sales. Insight & Approach This was the perfect tool to use to map out an undocumented process that was considered a “black hole” within the organization. Through the use of visuals and plotting, we were able to pull together data points compiled by actual associate experiences married with hundreds of customer complaints to provide fact-based insight into what was actually occurring and where things were broken, demystifying what we were assuming was happening during this vital portion of a customer lifecycle. We were able to pinpoint root causes of customer pain points and make big process improvements to create a better customer experience. Associates shared their insights and learnings with their individual teams to influence the creation of better business processes to ensure a positive customer experience. Since the overall customer experience told such a valuable story, next time I would like to dig deeper, using storytelling, to show case individual customer experiences to gain even more insight into customer needs/expectations/dislikes, etc. to implement additional process improvements.
|
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10,598 |
Example Reflection- Storytelling
Challenge and Selection
Storytelling has been used by brands for a long time, and I used it for a brand of my project. The problem at hand was to create a sugar free offering for juices and communicate it in such a way that people select it over sugary drinks. It decided to tell the story of how the ingredients of the brands and selected, their benefits and why it should be a part of your daily consumption habits. Storytellings sticks in the mind of consumers and links their thinking with the brand. I decided to link the experience of eating a fresh fruit to the process of drinking a natural drink. Taste is the major factor when selecting a juice and I had to convey the health benefits of drinking natural juice which compensates for the lost additional sweetness. I selected this approach as an emotional element of storytelling will persuade buyers.
Application
I created a storyboard which showed how we gather various ingredients- apple, beetroot, carrot and honey from pure and organic sources and don’t add any preservatives to it. The bottles were given a resemblance to apple fruit to provide physicality to the story and remind users of the natural fruits. Better grown fruits without preservatives will be better for you and your families health. Overall, it will be an enriching juice without added sugary preservatives that often have negative effects on the health of consumers.
The brand’s story- ABC juice- focuses on health benefits and how the healthy ingredients have a story from farm to the bottle. Instead of artificial elements, the natural ingredients are living things and have a beautiful story to tell. Similarly, honey is specially procured from areas which nurture bees in a clean and pristine environment.
Insight and Approach
Affective approach of igniting emotions of the users while thinking and selecting the brand was used. Storyboard shows how all the ingredients come together and they shun added preservatives to provide a healthy and pure experience for the consumer. Colorful elements are used that remind people of moments of eating fresh fruits. I spoke to people about their childhood experiences of eating farm fresh fruits and added the element of convenience our juice by mixing the various ingredients together to provide a complete health drink. The learnings of this course helped me in bringing out the various elements in a blooming fashion.
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10,600 |
Challenge I work as the North East territory relationship manager for a jewelry wholesaler since the beginning of 2016. The company began building its reputation in the late 23s by delivering the fastest made-to-order jewelry services in the local market. Since then we had a rapid growth as a result of responding the customer needs faster than any other competitor, with an outstanding quality, which eventually led us become the industry leader. However, in 2006, business started showing signs of decline. While millennials were developing an entirely different buying behavior than their predecessors, production overseas as well as the online giants were forcing the local industry to push the prices down. As a local manufacturer, we were indeed facing a major challenge. But there was even a bigger picture we didn’t see; the real problem that prompted the recess: lack of “in-person” connection with our business partners. Selection Although we launched a few programs here and there and did some internal changes to our workflow we weren’t anywhere near improvement. So, we decided to tackle the challenge by sending someone on the road, as part of the Learning Launch method. This test was scheduled to last for six months Application Followed by my promotion as the territory relationship manager, we decided that it’s the best if I take the lead on visiting some of these retail stores as my six years of background in various departments within the company would be a huge advantage. For almost a decade, nobody had ever put a face with them. Lack of human connection clearly had brought the business down more than we could ever imagine of. In six months, I visited almost about 250 retail jewelry stores. We did not have to wait until the end of this test run to see the results. My visits had already started diverting some of the business we lost. I was getting considerable number of projects while I was on the road. Surely visits were not the only measures taken. They were followed by organized follow up calls and most importantly actions on managing the workflow between the sales and production teams. Having said that, at the end of Q3, we ran the reports to assess the impact of these visits. Figures with at least more than half these stores were up! Insight Management resisted to form a sales team for a long while, believing that our wholesale business does not require customer visits. It was assumed that focusing on the bigger clients and growing the business with them was profitable enough while a decent customer service department could handle the everyday business. Mom-and-pop stores were heavily neglected. But these little stores are the pillars of the industry. They can be very fragile. A tiny impression of neglect can easily push them to cooperate with other vendors. Once they are out of the picture, and something goes wrong with the bigger clients, downsizing or even a shutdown is inevitable. Management was too late to take action. But thankfully our learning launch period yielded some great results and company started investing into its sales team. Now we have at least one person assigned for each territory and they are already on the road getting some great results. Approach Leaning Launch was definitely a successful tool. But we need to go deeper to understand the territorial buying behaviors so that we can gather ideas on how we can deliver solutions for different cultures. So, we might try the Mind Mapping tool next time.
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10,603 |
Reflection – Learning Launch
Challenge
I start a online business and my challenge is to improve the cash flow of my business. I start my online business from my home and I want to introduce my brand in social media. I spent a lot of money for ads in my social media. I have limited resources so I should manage the cash flow of my business. So that’s why I take several courses from coursera to improve my business skills.
Selection
My employees have already several design thinking, so I should make a decision of their ideas to be a new program for my business. Take an experiment to test an idea and prototype.
Application
This is our first learning launch, we focus on the execution of our online sales. By looking at a modern lifestyle and globalization need of the customer, rather than just market standard. We prepare our new idea with some experience.
Reflection- Storytelling
Challenge and Selection
Storytelling is a great tool that I use for increase my communication skill. Storytelling makes my audiences understand the story I convey clearly. Listeners will see the whole story and be carried away with the narrative I convey. Often I lonely and are so happy to share stories of my lives with our audiences to connect and I find meaning in sharing these experiences as a form of teaching and/or legacy, in a sense. I would also be more often practice directly with colleagues and ask them to give feedback on the progress of my skills.
Application
I want to teach each member of my team to learn how to use storytelling techniques to improve their communication skills so that my team members can communicate effectively in their work.
Insight & Approach
This course gives me some experience to improve my communication skill in presenting my ideas.
Reflection-Visualization
Visualization helps us understand the concept of our plan. Without visualization will complicate us in understanding the concepts of plan and how to solve the problem. The visualization will give us a big picture of the plan process so we can know the details of our plans. Visualizations can make the desires of each member converge with a plan that has been created. We will use visualizations in presenting the results of our work to stakeholders so that they can also understand our business concept
|
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10,605 |
Storytelling of University of Campinas - Unicamp Brand
Challenge & Selection
Storytelling tool is my favorite since I frequently work on building business brand identity and collaborated with different local brand agency. When we collaborated to build a brand starting from the strategic side to visual communication, we work also to make a brand origin as compelling story to attract people and make it an engageable experience they never forget. Clients call every day for solving their business problem and request us to make it unforgettable experience to their audience in all touchpoints of the brand. They request us to make it brilliant inside the place or on all digital platforms like social media and website. My work always is to find the right path of the brand and tell a story of the name choice, logo, and overall assets building reasons. Application This is how I used the storytelling tool. One year ago, one client contacted me to build a brand for a Churro sweet, with an unforgettable unique name that lasts in customer minds. I assigned the work to a specific team to work on this project and find the most interesting name we can create to the brand of Churro. After one months of work, some technical issues are discovered on the team devices which required a longtime work to fix it. In that time, I travelled to Spain to visit some manufactories to check some printing material for all local creative agencies. After days there, one of tripmate take me to the place on countryside to have a lunch. After we had the launch, he recommends me to eat the Churro and I was surprised that Churro belongs to that place and immediately reminded my project. So, I observed every detail of making the Churro in the most original way. The Churro was cooked on special handmade material and special natural oil extracted from corn. The Churro was very tasty and crispy. And I tried to collect information from the chef to utilize it later when back to country and help building a brand with unexpectable name and experience. Insight & Approach I back to country to continue the work on the project and hopefully found the team still not ready to continue to create the name of the brand. I met everyone and shared my lovely unexpectable experience that happened to me when I was in business trip. I shared all the story there and all experience I went through with the Churro moments. We disused every aspect in my experience such the place, the weather, the environment and the way they cook the Churro and we done this discussion to name the brand “University of Campinas - Unicamp “ is a translation the mountain by Spanish language. Me and the team consider the best place and original location for Churros makers, the mountain. Then we work aligned with our client to demonstrate the whole experience to be reflected in his Churro Shop in interior design, Graphic elements and social media platform. Also, we shared with brand owner the best tool and material they can use in cooking Churros from Oil used, Handmade pans ingredients to deliver the best experience to Churro future customers and buyers. From this story, I believe more that storytelling is a valuable tool to use in building the excellent long lasting brand that strongly engaged with their audience by the story and let them feel the uniqueness from entering the dine-in shop, eating the churros and finally live in semi-identical environment in origin place.
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10,606 |
Mind Mapping - Omar Martinez
Challenge
My Challenge is use Mind Mapping in the stage what is, to discover new insights and needs of a new app about e-commerce would satisfy to peruvian population who just 10% of people buy through e-commerce.
Selection
I select Mind Mapping because I think its important to get data, feeling and emotion for end customer but also of the commerce’ owners. Customer of all age and different socioeconomic level across Peru.
Application
I have many interviews with local street commerce, big comMerce, young customers and old customer and then I did an interview with all them using jamboard (free google app to burn the creativity) to cluster new ideas and discuss it. It was awesome!
Insight
I had many insights for example, people want to create an order using their voice and not the keyboarding. Old and young customers want to pick recipes and the app calculate automating what kind of food and size must to buy and where.
Commerce wants to get a small ERP who makes easy its managing. Product most selling, top customer and what the competence sell!
Approach
Definitely making a session in a room like an art gallery would be the best, but for covid19 at this moment that was impossible. However the next time I will do it!
|
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10,609 |
Reflection – Learning Launch
Linda Mthethwa 19 November 2018
1. Challenge
I was contemplating starting my own business. I own some quality optic instruments like binoculars,
rangefinders and spotting scopes. My friends were always borrowing my equipment and it got me
thinking that maybe there is a market for renting out this kind of equipment. I live in Windhoek, the
capital city of Namibia. Namibia is a very popular tourist destination because of the beautiful and
unspoilt nature and wildlife. I made the assumption that tourists that visit Namibia do not necessarily
want to buy and travel with equipment like binoculars, spotting scopes, satellite navigation devices,
e.g. the kind of equipment and gear a tourist will require for a trip to Namibia, and that there would
be a business opportunity for providing a service for renting out this kind of gear.
2. Selection
My “what is” was a desk study on the number and type of tourists that generally visited Namibia. My
“what if” was the idea that there will be a market for renting out certain gear to tourists to Namibia.
Thus, for my “what wows and what works” I needed to test my assumption that tourists will be willing
to rent gear when travelling to Namibia, as opposed to buying and travelling with their own gear.
I did not want to invest too much capital into buying a lot of equipment that I could rent out to tourists
before I knew that my assumptions were actually valid. Thus, I had to do an experiment that was fast
and cheap and I therefore opted for the learning launch – which is in essence the prescribed design
thinking method to test the key underlying value-generating assumptions of a potential new-growth
initiative quickly and inexpensively before going into a detailed investigation with the commitment of
further time, people and resources.
3. Application
My hypotheses was that tourists could make good use of binoculars to get the most value on a trip to
Namibia (i.e. a view of the beautiful fauna and flora) and that tourists would rather rent binoculars
than buy and travel with their own binoculars. The learning launch involves the series of small moves
that will allow you to gather data to test whether or not your assumption/s turn out to be true as you
launch the product or service. Critical here is getting a prototype in the market with prospective
customers as quickly as possible.
Hence, I bought a number of binoculars and I hired a website developer to build a simple website
(http://www.chapman-robinson.com/explorelogin.htm) where tourists could rent and pay for binoculars for a specific time period.
The process was simple, the prospective client could specify the number of binoculars required, the
start and end dates the equipment was required and locations for receiving and dropping of the
binoculars after use. The website also made provision for secure online payment for renting the
equipment.
To promote the business I designed and printed a small brochure to advertise the service and explain
how it works, and I distributed these brochures to a number of travel agents in Windhoek. The
assumption was that travel agents were usually the first and a key points of contact for tourists, and
would therefore be the perfect channel for promoting the business. I also recruited a few temporary
resources to hand out brochures to tourists at key tourist attractions in Windhoek.
4. Insight
Based on the tourist data in the “what is” stage and the feedback from travel agents (most of them
thought it was a great idea) my expectation was that the binoculars would be rented out continuously
and that the business would be highly successful. My actual results were very different from what was
anticipated: very few binoculars were in fact rented by tourists. In my view, the learning launch
provided exactly what was expected, i.e. a fast and cheap way to test my assumptions for this business
idea. I got my answers without investing a lot of capital, I did not buy a lot of binoculars and the
website and brochures also did not cost a lot of money.
5. Approach
Looking back I realized what I could have done differently was to first spend time actually talking to
tourists and getting their opinions on if they would make use of such a service in the first place and
what kind of equipment they would rather rent than buy. Although my experiment (learning launch)
was fast and cheap, by thinking through it and by specifically focusing on how it could be done even
faster and cheaper, I could have validated my assumptions much more efficiently. Thus, for the
learning launch, I learned that always consider getting prospective customer’s feedback first by talking
to them.
|
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10,610 |
The young achievers
• Challenge and Selection:
I have been associated with a volunteer-based global organization named Aviva for the last one year. Teaching and mentoring is a passion of mine, which I pursue by teaching unfortunate and needy young children (up to 6th grade) every Sundays with this organization. I still remember the initial days when I found it difficult to build rapport with the children. This was really important as it made imparting education easier (by getting their undivided attention) while also made for a cause for them to come on a regular basis. With time, I found that some of these children did seek inspiration and had dreams that they wanted to realize. For me, it was about helping them to visualize what their dream looks like while also making it entertaining for them so as to keep them interested and because of their tender yet impressionable age (approx. 6-10 years) and a sparkling nature, using their creative imagination via storytelling seemed like the most suitable way to meet this objective.
• Application:
Time was of the essence, we met for four hours every week in a public park which was followed by a break of 6 days. The stories needed to be short, captivating, fun, inspiring but most importantly relatable (even to a 6 year old). After interacting with them for a few weeks, I got an insight into their family backgrounds, their daily routine and their likes and dislikes. For genuine inspiration, the stories needed to be real and presented in such a way that meets all of the above criteria. For a few children who wished to be a doctor, I recited stories of my aunt who is a doctor. I told them about her practice and the respect she gets in the society. A few of them wanted to be engineers, I told them about my experience in engineering college and of the various practicals we did on “big machines” and of the “biscuit factory” that we had visited. I told them about the school which is owned and run by one of my aunts and of the various activities (like drawing, going to the zoo) which were held in most schools, so as to motivate them to go to school regularly.
Gradually, the rapport started to build and I started seeing them come earlier to the class just to talk to me and play with me. A few who got inspired, started sharing their problems like negligence of their parents towards their studies, lack of stationary to draw and write which then we as a team were able to work on by talking to their parents and providing them with the stationary.
• Insight and approach:
Storytelling is an excellent tool to add that extra dimension of being humane to a design. The connection that is made as a result of this tool is better able to communicate values pertaining to the objective. While designs can be finalized by all sorts of analysis and analytical experiments, storytelling gives it a humanly touch which in some cases can be the most influential factor. In my case as a teacher, fancy books or a smart board might not have been a
good solution early on when I am trying to fix the lack of interest and genuine inspiration to do something worthwhile.
Bringing people together to the objective by the use of values, emotions, memories, and imagination is the essence of storytelling. People are inspired by certain characters in a novel because they can relate to it or are inspired by it and if we can touch someone’s heart by our values and experiences that creates a far better response. The next time, when I am helping a student or a college junior or a subordinate in my office, I would try to help them solve their problems by similar experiences that I have gathered so far.
|
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10,611 |
Reflection – Mind Mapping
Challenge
I am a member of the project department of my organization and my / our challenge is to improve the quality of life for truckers who are our customers. The project is following the agile methodology, SCRUM, and I am the scrum master of a team composed of 10 people, 8 of whom are managers from different departments.
The project is limited to internal resources (that is, the employee's budget and time) and employees are not dedicated, with no uniform distribution of working hours among team members. We will focus on trying to discover and build a tool that can improve the quality of life for truck drivers, taking advantage of the strength of our brand in this field and leveraging the number of clients of our company insurance broker.
Selection
Our team has never worked with agile methodology or design thinking before this project, however, we have already been able to apply some tools, such as: CSD matrix, attributes matrix, desk research and interviews. Now, we need to consolidate all the information we have obtained so far and, for that, we will use the mind map and subsequent definition of personas, in order to advance in our delivery of value to the client and sponsors.
Application
Our first challenge was to structure our tasks, schedule and agile people. That done and using some of the design thinking tools in the empathy stage of the project, we moved on to a second moment, which was when we used the mind map to put ourselves in our client's shoes, based on all the information obtained so far with the surveys, interviews and benchmark. With this tool we were able to consolidate who our target audience is, what they do, what they hear, what they see, what they say, what their pains and needs are and, based on this empathic vision of our client, we follow for the definition of personas, in which 2 personas emerged, Sérgio and Marcelo, both autonomous truck drivers who need to take better care of their health and need something to support them during their travels. This whole empathy process, of the double diamond, lasted 2 months.
Insight & Approach
What I learned by conducting, as a scrum master, this dynamic with the project team using the mind map was that the more organized the information obtained so far in the project and the clearer the objectives of each step of the tool are, the more objective the meeting will be and the more assertive the result will be, with a clear definition of persona. It is also interesting to note that the more multi-disciplinary the team, the greater the chances of discussion, the greater and more different are the perceptions and, consequently, the richer the result obtained. In addition, this tool makes the result very visual, which makes any stakeholder fully understand the results obtained in a short time, which is fantastic!
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10,613 |
Challenge:
I’m the design engineer for Go-Live. And it’s very important for our team to understand
each other’s proposal or thinking. And I explain my design concept for other department like
production and quality without any misunderstanding.
Selection:
Visualization is very useful to have same understandings with other members who work at other
countries. Because I work in Japan, but the production plants or other members are in the other
countries like USA, Mexico or Argentina.
Application:
I have to explain my design concepts with them. It’s very easy to get misunderstandings with other
team members to explain my design concepts by only wordings or verbally talking. And I use visual
tools like CAD or Power point to explain my design concepts.
Insight:
CAD is very useful to get same understandings in the visually. And other members who understood
can send their concern points specifically. Thus I can improve my design concepts based on their
feedbacks.
Approach:
I’m trying to improve my communication tools not only visual tools but also support documents
to explain my messages. Just CAD data is not enough to bring my messages to other members and
I have to prepare supports documents for it. Because we are working other time zone, and I have to
bring my messages by just sending a mail rather than verbally talking.
|
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10,614 |
Visualization
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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10,617 |
Visualisation mixed with storytelling techniques
Challenge
While helping out a customer with their Agile Adoption we arrived at a team structure where it was unclear ‘why’ certain things were on their todo list form a end-user perspective. There was no link to their real customers and a true vision was missing for upcoming releases. The team was building applications for internal customers (customer support, sales, infrastructure…) that would reduce paper consumption as a whole but were unsure about the effects and effectiveness of their deliverables. This uncertainty manifested itself in lack of motivation within the team and a lack of adoption of the applications at the end-user side. A disconnect!
Selection
There was a long list of todo’s for the team to build available and an overall purpose was ‘assigned’ to reduce paper consumption. Facts we could not disregard as a whole as there were expectations created within the organisation related to those facts. We could convince the team and their end- users to engage in a 1-day conversation on future releases with as purpose to align expectations and generate a common purpose amongst them.
One part of the problem was known: paper consumption but there were lots of other, not yet discovered, terrain that we chose to facilitate a collaborative session where diverse groups of people would generate a visual representation of their expectations related to how new applications should behave and affect the way they did their work. We were going to go for video prototyping as a way to visualise the different perspectives.
Application
In order to guide the attendees we designed the 1-day in such a way that people would open up their minds to other needs, wishes and insights. A true learning experience for all. We started the day by decorating the workshop room with relevant posters related to persona’s (extisted before), paper consumption trends and more; this way attendees would get into the subject just by entering the room. As we had +/-30 attendees in the workshop we asked them to split into 3 different groups looking at the applications from a different perspective.
Once the groups were formed and the perspective was clear, we guided them through an exercise to shift their thinking from paper and application (or product) to customer and problem(s) using some kind of Product Canvas*, guiding them step by step. First having 3-5minutes individually to generate as many post-its as they could related to customer segments, from there on we guided them through some Affinity Mapping* exercise and consolidate the information on the canvas. We repeated this (using the information already gathered) for the other canvas items: problems, solutions and unique value proposition.
As soon as the situation was set forward we continued by generating characters that would be in the end video using an adjusted persona template which we called a Persona Canvas*. The canvas had as a purpose to create caricatures of real persona’s, to add some comic tough in them as this would make the end results more effective. Having all this information at hand, knowing the power of storytelling, we choose to create small video script using an adapted storytelling format where they use +/-20% of the time to tell about the problem and a quick glance in the solution; 60% of the time to get us through the application of the product; ending with a summary & happy feelings (20%). We provided them a Script Template* for that part of the thinking/discovery exercise. We have learned from the Design Thinking course there is value in iterating on ideas and thoughs in order to optimise (see week 4 strategy video in the course). As such the groups iterated
about 4-5 times on their ideas using a simple Success Test* template to challenge their ideas and optimise the flow. Ending with truly creating their persona’s and other movie attributes out of plain paper, markers and scissors that were finally used in their own produced short-movie on the product/application at hand. Even though the results are in Dutch I do want to show the end results after they were collected and put in a single movie that is used for engaging others, explaining the future needs and align product development towards. Check it out here: http://www.green.info/wp-content/wp-contentpost.html Suddenly the application/product was not about paper consumption anymore, it became easy of use, time saving and other more customer centric purposes!
Insight
I am a man of action and frequently fall into the trap of not being patient and explore the deep needs, so at first the workshop did feel a bit too much of exploring the context and a bit too less of going into action. Man, was I wrong! I discovered that groups of people, who are generally action driven, really need time to break through their general way of working and go deeper into the context, problems and emotions. This sequence of exercises was a great way to do that, it provided just enough guidance and was not too constrained so ideas could go nuts. Unexpected ideas rises to the surface, product twists were amazing and the end results really affected the todo list of the team thoroughly. This was for me the ultimate proof that visualisation and storytelling are really powerful ways to discover unmet needs.
Approach
Next time I would design such a session I would not go for the posters on the wall as they were distracting and adding imaginary constraints to the attendees, it took some time and facilitation effort to get the attendees thinking beyond the visual facts on the posters. Maybe for a next time I might invite attendees to bring treasures by themselves.
References:
Product Canvas - http://www.olsen.org/posts/blog/searchabout.html
Affinity Mapping - https://www.clark-winters.com/tag/searchauthor.html
Persona Canvas - http://www.barry.com/main/list/postshomepage.html
Script Template - https://www.shaw-smith.net/tags/listfaq.html
Success Template - http://www.bonilla.org/category/tags/wp-contentfaq.htm
|
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10,620 |
Saravanan Saravanan
Technocreative Solution
Challenge
I am leading a creative team which supports Pre-Sales department. My team’s responsibilities include creating digital and multimedia assets production for Pre-Sales department. Our work includes all kind of creative stuffs needed to boost sales of our company products; it includes some technically challenging solutions. One of the project on which we were working was technically and creatively challenging, it’s an interactive 3d models of our company’s product. Team was divided into different geographical areas such as India and USA. We were developing 3D models in India and need to show (cross check) it to our manager and product technical managers, to know whether 3d model is technically fine or not? But problem was, uploading this complete 3d model on internet which was rendered with lights, animation and other settings due to heavy output (in terms of file size). This complete process just to show one model needs 2 days of time. And it’s just a single model, we had lots of models in our project. And in case of feedbacks, again same 2 days(approx..). My major concern is how do I reduce this time frame and speedup/overcome this process.
Selection:
First, we need to find out that it’s a problem. Second, we should know that it needs to be solved. So, I focussed on problem, started searching and brainstorming about ideas to solve this issue and speed up my work. I than zeroed on a unique plugin which we could use inside 3ds MAX software (3d model making software). Flare3d is a platform for creating interactive 3D content for web and mobile devices. With a powerful Stage3D rendering engine and an intuitive IDE. They also provide a plug-in, which one can install into 3ds MAX (3d software) and directly generate SWF (file one can play on browser) as output.
Application:
I just use this plugin i.e. Flare3d in of 3d (3ds MAX) software, and interestingly it was free. As described above, our previous process was export 3d models into different 3d files where lights and another setup was done and from this final file, we export our video as MP4(video format). As due to light, animation and other effects final video output size was very high and transferring this on email/uploading was again a task. Another drawback was that this was just a video file and not an interactive file, so viewer can’t rotate, zoom etc. for proper checking.
Now with this new plugin i.e. Flare 3d, we now easily export a SWF file (Adobe Flash player format) directly from 3ds MAX software with just a click. This SWF we can directly run in browser (with some other files as a package) and its interactive too. Now any person who have this package will rotate, zoom, move this model. This plugin export video with automatic lighting which saved our lighting setup time as well. Interestingly. final file size is very small and can be transferred on email also. This reduced production time from 2 days into 2 min.
Insight and Approach:
After this incidence I got to know the importance of spotting an error or problem and then start finding solution. Due to this problem we get to know about this plugin and find out solution out of
Saravanan Saravanan
this. People know this software for interactive development purpose, but here we had a different problem, which we solved with this Plugin in our own style. It reduced our production time from 2 days to 2 min. which was very impressive. Final file size was so less that we send files on emails. It was very useful for the receiving person also as they can see this file interactively (rotate, zoom, move etc.) that too without spending a penny.
|
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10,621 |
Challenge My organisation’s IT function had recently been restructured into a set of smaller individual businesses within IT (value streams) and an associated set of group that provide support and governance over these value streams.
The value streams run independently like their own businesses so they can deliver value to their specific customers groups within the organisation that they serve as fast as possible. However they also need to align to the common IT strategy of the organisation, maintain visibility of all the work occurring within IT and work together across value streams to deliver a complete service that meets the customer needs.
The existing way that IT funding requests and solutions were reviewed, assessed and governed by a single team and single IT executive would not work in this new matrix structure. The current method of detailed review of documents and series of meetings to discuss them would be too time-consuming to ensure alignment and enable visibility.
Selection It was important to be able to determine what would be feasible (“what Works”) very rapidly without a large investment of time and cost as the process would be used weekly by a large number of people, including all of the IT executives whose time is extremely valuable.
In the future we will automate the final governance process, but don’t want to develop software to do this until we know the process will achieve the desired outcome.
This is why I selected the learning launch approach, outlined by Matthias Walther in the Learning Launch Tool video in the Experimentation Module, to be able to test my hypothesis by doing an experiment that was fast and cheap.
Image source -> Matthias Walther - https://www.coursera.org/learn/design-thinking- innovation/lecture/F04r6/learning-launch-tool
Application My hypothesis was that managers and executives could better achieve the alignment and governance outcome they were searching for by reviewing an overview dashboard presentation that would act as a “tripwire” to highlight issues or areas of concern that they could then deep dive into the detailed documents.
The key assumptions I need to test included:
Would it provide sufficient visibility across value streams, highlight strategy alignment (Value Creation)
Would it enable just enough governance (Dependability)
Would the dashboard by easily created and understood (execution)
Would it be simple enough to be created by any of the IT project delivery staff (scalability).
I then designed a set of tests by creating a template and mocked up a small number of examples from existing documents/projects. These I used to test the approach with a representative subset of the people involved in the process (subject matters experts, managers, executives etc). I had architects and project managers experiment with creating the presentation summaries. I then fed these into the next set of tests and had managers and executives review summaries to test that the summaries them provided with the visibility and alignment that they needed.
Once the interviews I did with the participants of these experiments had provided feedback (confirming data), that this approach would work and was delivering the value they expected I then continued development (created how-to instructions, alignment scoring guides etc, google site to store them). This approach has now been implemented and is used as our official core architecture governance process that is working very effectively and being used to make all key decisions & guide all major investments.
Insight In performing the learning launch for the new governance approach, I realised just how easy it is to get blinded by your own confirmation bias and the importance of direct testing with the end customers of what you are creating.
Despite my thinking that the order for presenting information I’d landed on was just what was required, one of the executives pointed out that what mattered most to her and her peers when making decisions was strategic alignment. She highlighted that the summary presentation needed to focus on that first and foremost and asked that we adapt the format and ordering of the slide – and insight I would never have gotten until it was too late without doing fast and quick experimentation up front.
I’d gotten so caught up in the linear, logical flow of the information necessary to help the subject matters experts create the summary, I’d underestimated the need from the executives to have the strategic alignment question answered up front.
Given what I’ve learnt from her feedback, I’ve started to be very conscious of my confirmation bias in all my work.
Approach Next time I design a process like this (and for other design work in general), I’m going to use a visualisation activity up front in the design process to help highlight all the key outcomes and use it through the design thinking process, especially to keep them front and centre when designing and conducting my experiments.
In the future I’ll actively seek out very different thinking stakeholders for their opinions and include experiments that can help me to uncover “disconfirming data”, not just “confirming data” so that I can counteract this inbuilt bias and pivot and adapt.
|
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10,622 |
Reflection – Mind mapping
Challenge
We are a functional food production company, and our company was trying to implement a digital marketing campaign through mobile app relating personalized nutrition and healthy eating. The challenge was that in the amid of covid, we decided to do it online that we needed to create digital tools for the campaign. And also we wanted aspects from stakeholders, employees and customers, and the information we got was quite large. Therefore, we needed to apply some tools to get our campaign launched successfully.
Selection
We used mind mapping tool to initialize our campaign idea. First of all, we invited some of our customers to give feedback and be participated in the process. As said in the lecture, mind mapping tool looks for patterns and insights in large quantity of data we collected and point out the reality of the situation. Therefore, we decided to use mind mapping tool to achieve our mission. It was not easy to get to the common ground, but mind mapping tool helped us get launched our campaign in time.
Application
We started with the mission of our campaign, and we first talked with our stakeholders. After that, we developed a framework, and we wrote down all theme ideas got from our employees. At this step, we added every detail of each theme and we even invited some customers to know what and how they would like to be involved and what the impact would be for them by participating in the campaign. Then we created mockup app, sent them out to our customers and got feedback from them. We needed to make major changes along the way but it saved us a lot of time and money as we saw the weakness of our campaign before we launched.
Insight
By using mind mapping tool, we identified the connection between each task and designed the mockup accordingly to get the desired results. We learned that initial assumptions sometimes can go wrong and it cannot bring expected outcomes. Therefore, it is of utmost important to be open minded for ideas and solutions. Also it is important to prioritize important things as it largely impacts the design thinking process.
Approach
This was our first time using mind mapping tool for our campaign. We could say that our campaign was successful but we knew that we can do it better next time. We learned that it was best to get involved as many people from different backgrounds and employees from every department as possible in the process so that we can get multiple perspectives to be able to see the whole picture.
|
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10,624 |
DESIGN THINKING REFLECTION - VISUALIZATION
DESIGN THINKING FOR INNOVATION
• Challenge:
I live in a gated community in one of the most developed cities of India. The challenge which I’ve faced and also observed among my neighbors, peers is lack of smart home locking system. Being a college student, I return from the college very tired after the hectic journey in public transport and sometimes my parents go out for shopping, to a neighbor’s home, other reasons. As we are having traditional locks, I must wait until my parents return. Despite my hurdles I have also observed same challenge in case of my peers. Then I have thought of an idea to introduce “Smart and Efficient Bio-Metric Home Locking System”. Through which I can solve the challenge. But I’ve to convince my community president and residents to make this happen. Obviously, they will question me, and I must be giving answers, solving their queries to get this done.
• Selection:
The tool I have selected is “Visualization”. The reason for selection is for this challenge I have to visualize so I can know how I am going to make it happen and through visualization only I can make people get an idea about this. As in my case, the solution is making/developing a product which inter-related to Visualization.
Also. In Module-I it was clearly stated that “it's really important to be able to understand the way that you communicate to people. The primary tools for, for thinking visually are really just mastering some basic elements of imagining people, spaces, situations and actions or movements. It's very easy to create a simple diagram, and most anyone can draw a stick figure, an arrow, a circle, a square. Those are the basic building blocks of creating a visualization. Visualization has a role to play throughout the design process or the development process.”
[References: Module-I videos.]
• Application:
First, I focused more on product development. Here, I used “Visualization” and understood how to develop it. Then by using advanced CAD,CAE software like Fusion360 and ANSYS, I made a virtual prototype. I have presented this virtual prototype in front of whole community in a gathering and got neutral feedback. Most people reacted satisfactory for the prototype. I was also getting additional ideas to advance this prototype model and the insights I’ve gained are mentioned below.
DESIGN THINKING REFLECTION - VISUALIZATION
DESIGN THINKING FOR INNOVATION
• Insights:
The “Visualization” tool was perfect for development of my understanding but most of the people were not actually getting the need of implementing this. There were also few people who gave suggestions such as developing an Application which remotely grants access to get inside home, integrating surveillance system with lock, intruder alarm technology and more. Then I began to think how I can make this better as well as convince the public. Finally, I understood visualization isn’t enough.
• Approach:
Anyhow I was getting another chance to present my thought, this time I used “MIND MAPPING” techniques in addition to “VISUALIZATION” and developed actual product which is “Arduino based smart home lock with integrated surveillance”. For connecting and convincing people, I have used “STORY TELLING”. Response was tremendously overwhelming, now we have formed a team and working actually on how to make it more efficient, user friendly. Happy to share that the App Development is in setting up stage and we are planning to expand our product market.
[ Note: I’m not that much proficient in English as I’m not a native speaker. Kindly ignore if I’ve made few(any) grammatical error(s). I hope that I was able to convey how this course helped me. Thanks! ]
|
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] |
10,625 |
Reflection Assignment - Visualisation
Challenge & Selection
In the following, I will describe how I was able to overcome a challenge by using the power of visualisation. The tool of visualisation gives a great opportunity for making an idea that you have more tangible and more concrete. This can be done by either drawing the audience a picture, sketching out concepts by using workflows and maps, drawing a low fidelity prototype (such as a sketch or wireframes) on a whiteboard or even by building a small prototype out of simple material such as Lego® stones, Play-Doh® and straws. There are many different ways of visualising an idea that help turn your thoughts into something that the audience can look at in order to understand the thoughts that you had better.
I used the power of visualisation in an introductory design thinking workshop course at my company where the challenge set was to create a “pharmacy of the future” within 2 hours. I chose the tool of visualisation in order to be able to draw my team colleagues a sketch of the app that I was thinking about in order to be able to better explain my team colleagues my idea on how to solve the interviewee’s problem statement. This was especially important in this group as I did not know any other my team colleagues yet and therefore decided it was easier to explain them my idea by drawing it out rather than trying to explain it in words in English to a group of non-native people from different departments. In this way, we could check whether our ideas for solving the problem statement matched up and we could see where we complement each other to come up with an ever better solution for the problem statement. In my case drawing my idea as a low fidelity sketch on the whiteboard was the best way of drawing out my idea as I had a mobile app in mind and in this way I could show my idea on what the app would look like and what the user journey would be.
Application
During this workshop we were split into 4 groups of 4 people each. In the course of this introductory design thinking workshop, we started first with interviewing one of our fellow team members to ask about their daily experience when visiting a pharmacy. In this way, I was able to get to know the customer better and I was able to understand the main pain points of the interviewee during her customer journey in relation to going to a pharmacy, her visit at the pharmacy and the follow-up after the pharmacy.
I learnt that “time” was a major issue for the customer in this process. She explained how it was time consuming to first visit the doctor to have a diagnosis (including the long waiting time at the doctor) in order to receive a prescription with which she then had to go to a pharmacy (which sometimes might not be close by and therefore would be another trip to take). At the pharmacy, she would also have to wait in line to then finally be able to hand in her prescription and to then receive the medication. And this is the best case scenario, where the pharmacy has the medication in stock. Otherwise, she would have to come back in order to pick-up the medication once it has been delivered.
The idea I came up with to solve her problem was an app that would allow the user to collect information already at home by themselves in order to speed up the process in each of the steps along the customer journey of a pharmacy visit. For example, the app would go through a series of questions in order to create a first summary of symptoms, which the user would be able to directly show to the doctor upon arrival. In order to be able to better tell the story of my idea to the interviewee later in the process, I chose
to draw out mobile screens on a whiteboard and to show in each screen the messages and questions the user would roughly see when using the app along the journey. I then also drew out the scenario of the visit to the doctor and to the pharmacy. By sketching my idea out on the whiteboard I was able to transfer my thoughts into a concrete storyboard to show my customer within roughly 30 minutes. It was a high-level sketch and it did not matter whether I could draw very well. However, when the 30 minutes were over, I was then able to paint a picture to my team colleague of her next pharmacy visit by telling the story going along my sketch on the whiteboard.
Insight
At the end of the workshop I was amazed to see how we came up with some very interesting ideas within only 2 hours and especially to see that I was able to come up with an idea for a whole new app with a complete user journey within only 30 minutes. And it all it took was a whiteboard marker and a whiteboard.
The interviewee was directly able to grasp what I was planning and after saying that she liked the idea, came up with questions and suggestions on how to develop the idea even further. If we would have had the time, we could have gone directly back to the whiteboard to easily adapt the sketch and add to it in order to customise it even more to solve the original problem statement even better. Hence, this visualisation tool was not only cheap, but was able to transmit the idea and allowed to be quickly and easily adapted and iterate. For example, her direct feedback was that she would like the app to include another feature such as map that would be able to show “pharmacies nearby you” after the doctor’s visit in order to allow her to find the closest pharmacy within seconds.
This workshop once again showed me that the visualisation process step is an important part of the design thinking process as it is the first time in the process, where ideas become more concrete and build the basis of the solution that you might potentially come up with in the end. It is, however, important to share a designs early on in the process with the end user in order to receive feedback. This way you can check whether you are going down the right path with your idea or if potentially your idea does not solve the problem statement at all. At that point, you will not have invested too much time and money ideally and can easily adapt your idea. You can go back and quickly reiterate – you can fail fast and cheap.
Approach
In this exercise I had a very concrete idea of what the app would look like and how the user journey should look like. This is also why I added already quite a bit of detail to the prototype and even included potential questions that would appear on screen along the journey. Working in pharma it was clear it would not take more than 5 seconds for someone to get hung up on the questions if we can legally and compliantly ask these particular questions and a 5 minute discussion evolved around this. The next time I might not add as much detail to first focus on the fact of whether for example an app would really be the right format to solve the problem statement or whether it would better to use another format. Furthermore, out of old habit I reverted directly back to using a whiteboard and a whiteboard marker to draw out my idea. However, in the workshop we were also offered other material such as Legos®, straws and spaghetti. Next time I would like to try to use more abstract material to create a prototype of my idea as I saw what the other teams did and actually I felt like they came up with much more creative ideas as they had to think more abstract.
|
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