My DT Journey part 2
Storyboard Text
- Looking forward to my meeting with Sharmila to get some more info on the organizational shifts required...
- Hey Mary! Let's continue our earlier discussion and review some more info.
- The design thinking methodology shifts the focus from process efficiency and places people's experiences at the forefront of design by identifying pains and opportunities for gains along the customer journey during a discovery and exploratory process using research (from ETIC to EMIC) including ethnography (observation in natural environment), listening, interviews.
- We identify key quality insights, explicit and implicit needs from customer experience journey maps, define and synthesize the "pivotal moments" to explore "HMW" address the needs and positively impact experiences and co-create value for business and customer. The "sweet spot" is at the intersection of Desirability (needs of people), Feasibility (possibilities of technology) and Viability (scale profitably).
- We can use live prototyping for rapid problem solving to derisk innovation investment i.e. develop, validate and iterate prototypes to make ideas shareable and testable, use 5 Why questioning technique to discern implicit needs. Then, we hypothesize, understand gaps, design experiments, service blueprints, and deliver customer desirable, feasible and viable solutions!Minimum viable product = minimum effort for max learning!
- WOW! That was some great information! Where can we start in adopting this methodology?
- I think we should train the staff on DT to adopt the Try it, Prototype it, Improve it concept. Also, given our global investment in ITIL, we should upgrade to v4 as the continuous improvement process aligns with Empathy, Define and Prototype DT requirements, and shifts the focus from process to people.
- Ok, let's start planning to get this started asap! So, it seems that your training was beneficial...
- Absolutely!! Compared to my starting competency ~4, I feel more confident now - I thought rapid prototyping was for experts but having conceptualized, visualized, storytelling, I'm probably ~7 and will get better with practice!
- Driving such positive and powerful change by putting the focus on people and empathy will no doubt reduce persuasive effort and create shared value and I am super excited to be at the forefront of it!
Over 30 Million Storyboards Created
No Downloads, No Credit Card, and No Login Needed to Try!
