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LEHRN Design Thinking
Workshop Deepa Iyer
Jeremy Thomas
SPM Service Innovation
Palo Alto
November 28th & 29th, 2012
© 2012 SAP AG. All rights reserved. 2
Agenda Day One 8.30am – 5.30pm
Kickoff 8:30 am – 10:00 am
Welcome & Kickoff 20 min
Warm-up exercise 5 min
Team building 30 min
Overview and Introduction to Design Thinking 30 min
10:00 am – 10:10 am Break
Scoping 10:10 am – 11:30 am
Intro to the Design Challenge 10 min
Brain dump exercise 50 min
Report out 15 min
360° Research 11:30 am – 12.15 pm
Introduction to 360° Research 15 min
Prepare interview guide 30 min
Lunch 12:15 – 1:15 pm
360° Research (contd.) 1.30pm – 3.15pm
Interviews 105 min
Break 3.15pm – 3:30 pm
Synthesis 3.30 pm – 5.00pm
Introduction to Synthesis 15 min
Storytelling & wall of data 75 min
Wrap-up 5.00 pm– 5.30 pm
Overview of day two
I like….. I wish…. 15 min
© 2012 SAP AG. All rights reserved. 3
Agenda Day Two 8.30 am – 6.00 pm
Recap of day one 8.30 am – 9.00 am
Interviews (contd. 360 Research) 9.00 am – 10.00 am
Synthesis (contd.) 10.00 am – 12.00 pm
Storytelling & wall of data 30 min
Break 15 min
Derive Insights 30 min
Create persona, baseline scenario and PoV 30 min
Share personas 15 min
Lunch 12.00pm –1.00 pm
Ideation 1.00 pm – 2.00 pm
Introduction to Ideation, rules of brainstorming 10 min
Exercise 5 min
Generate ideas, cluster and prioritize ideas 45 min
Marshmallow challenge 2.00 pm - 2.25 pm
Prototyping 2.25 pm - 4.50 pm
Introduction to Prototyping 10 min
Start prototyping 55 min
Break 3.30 pm – 3.40 pm
Report out 20 min
Iterate prototype after feedback 50 min
Final presentations 4.50 pm-5.30 pm
Wrap-up 5.30 pm – 6.00 pm
Introduction to Validation
Review
I like...I wish…
© 2012 SAP AG. All rights reserved. 4
Warm-up
© 2012 SAP AG. All rights reserved. 5
Rules of Engagement
“Hang in there!
And immerse yourself
in the process, even if
it might feel odd at times”
© 2012 SAP AG. All rights reserved. 6
Team Formation & Introductions Teams
© 2012 SAP AG. All rights reserved. 7
Team 1
Steve Lucci Linda Cocchiarella Jan Gilg
© 2012 SAP AG. All rights reserved. 8
Team 2
Terrence Bergen Gordon Rumohr Andrew Thacher
© 2012 SAP AG. All rights reserved. 9
Team 3
Dean Sivara Prashanth Padmanabhan Anne Keehn Peter Ickes
© 2012 SAP AG. All rights reserved. 10
Team 4
Steve Boley Condon Brown Leslie Torburn Steve Leider
Design Thinking is…
Bringing together a good
approach, with the right people,
in the right environment.
© 2012 SAP AG. All rights reserved. 11
© 2012 SAP AG. All rights reserved. 12
Finding the right balance with Design
Thinking
Business ( Viability )
Technology (Feasibility)
Experience Innovation
Functional Innovation
Process Innovation
Emotional Innovation
People (Desirability)
© 2012 SAP AG. All rights reserved. 13
Design Thinking - Core Components People
People
who embrace values and are enabled to follow an approach
Source: SAP Design Services Team
© 2012 SAP AG. All rights reserved. 14
Design Thinking - Core Components Environment and Materials
Environment and Materials
Space that enables team work.
Materials that allow embodying ideas.
Source: SAP Design Services Team
© 2012 SAP AG. All rights reserved. 15
Goal
Phase
Divergence
& Convergence
Mindset
Creating
Choices
Making
Choices
Creating
Choices
Making
Choices
Understand the Problem Space Create the Solution Space
Imagine the “ideal”
Design Thinking - Core Components Process
Output
© 2012 SAP AG. All rights reserved. 16
Design Thinking Principles – supports the right mindset
... Practice Empathy -
it helps us better understand one another.
... Overcome Fixedness -
helps us broaden the solution space and thrive for novel ideas
... Embrace Diversity -
it opens more opportunities.
... Seek Inspiration from Users -
because necessity is the mother of invention
... Cherish Multidisciplinary Team Work –
no one knows or can do it all alone
... Integrative Thinking -
everything is part of a system. “see the wood for the tress”
... Accepting Ambiguity -
Expect the unexpected to not miss opportunities.
... Fail early and often -
because failure is the stepping stone to success.
"You can fix it now with an eraser, or you can fix it later with a sledgehammer.“ Frank Lloyd Wright
… Consensus kills innovation –
otherwise we might still be using punch cards
Scoping "If you cannot explain it simply, you do not understand it well enough."
– Albert Einstein.
Design Challenge
Create a collaborative decision making
platform that adapts while it is used to
foster the co-production of work health by
improving at its core the diagnosis and
treatment for both the worker and the
worker’s work.
© 2012 SAP AG. All rights reserved. 19
Scoping Exercise : The Brain Dump
... Create a collaborative decision making platform that adapts while it is used
to foster the co-production of work health by improving at its core the
diagnosis and treatment for both the worker and the worker’s work.
What comes to mind?
360° Research “Prior to knowledge is the striving to attain it.”
- Alexander von Humboldt
© 2012 SAP AG. All rights reserved. 21
Interview schedules
1.30pm -
1.55pm
1.55pm -
2.20pm
2.20pm -
2.45pm
2.45pm -
3.10pm
1.30pm –
1.55pm *
1.55pm -
2.20pm *
2.20pm -
2.45pm *
Amy
Eilertsen
Team 1 Team 3 -
Brent
Mulhall
Team 2 Team 4 -
-
Eileen
Franko
Team 3 - -
-
Kurt
Hegmann
Team 4 Team 2 - -
Joanne
Cuadrado
- Team 1 Team 2 -
Lynette
Fisher
Team 1 Team 3 Team 2 Team 4
Bruce Feig - - Team 3 Team 2
Kim
Skeath
- - Team 4 Team 1
Jeffrey
Fenster
Team 4 Team 1 Team 2 Team 3
* Only 2 people from each team
Synthesis Curious how often you humans manage to obtain that which you do not want.
-Spock, Star Trek, "Errand Of Mercy"
© 2012 SAP AG. All rights reserved. 23
Creating walls of data
© 2012 SAP AG. All rights reserved. 24
Creating personas
© 2012 SAP AG. All rights reserved. 25
Personas: Team 1 and 2
© 2012 SAP AG. All rights reserved. 26
Personas: Team 3 and 4
Ideation Imagination is more important than knowledge, as knowledge is limited, imagination I can
draw from.
- Albert Einstein
Crafting a
How might we…?
Question
Fun challenge
© 2012 SAP AG. All rights reserved. 30
Marshmallow challenge
© 2012 SAP AG. All rights reserved. 31
Marshmallow challenge
Prototyping –
Embodying your ideas If prototypes aren’t failing they aren’t pushing far enough.
© 2012 SAP AG. All rights reserved. 33
Presentation: Team 1
© 2012 SAP AG. All rights reserved. 34
Presentation: Team 2
© 2012 SAP AG. All rights reserved. 35
Presentation: Team 3
© 2012 SAP AG. All rights reserved. 36
Presentation: Team 4
© 2012 SAP AG. All rights reserved. 37
Validation SAPConnect livestream for interviewees and stakeholders
Thank you
Deepa Iyer ([email protected])
Jeremy Thomas ([email protected])
DT@SAP Services
Global SPM Service Innovation
SAP Services