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Supercharging Human-Centered Design Processes with Online Collaboration Frameworks
Luke HohmannFounder and CEOwww.conteneo.co
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Agenda
Frameworks and Teams
Drinking our own champagne…
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Many Design Thinking Methods
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More Commonality Than Difference
• Building empathy• Divergent thinking• Sense-making • Convergent thinking• Determining priorities / making
choices• Stakeholder involvement
• External• Internal
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Frameworks:Tools for Designers, Agilists
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What is a Framework
• A framework is a tool that enables knowledge workers to perform their jobs. Frameworks• Solve a problem. • Fit into a process.• Scale for both in-person and online use.
Prune the FutureDevelop product/service roadmaps
Speed Boat / Sail BoatConduct scalable retrospectives
Framework Time Horizons & Frequency
We use frameworks at different “levels” of abstraction and different time horizons.
Daily
Sprint
Strategy
Portfolio
Product
Release
Leader
PM
DevTeam
Years
Quarters to Months
Weeks
Episodic
Continuous
Glue
Tactics
Strategy
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Frameworks Integrate Organization Levels
Prune the Product TreePrune the Product TreePrune the Product TreePrune the Product TreePrune the Product TreePrune the Product Tree
Innovation Ambition
Manage the Innovation Portfolio
A strategic framework designed to manage a portfolio of products…
… guides the roadmaps of each product. Product performance and opportunity in turn feeds the innovation portfolio. One Product Tree for each product…
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Frameworks are Composable Tools
Design Thinking is one of several frameworks that companies use to create products and design experiences.
Design Thinking
Design Thinking processes often leverage other frameworks, such as Empathy Map and Customer Journey Mapping.
Customer Journey Map
EmpathyMap
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The Benefits of FrameworksFrameworks… Here’s How…Improve decision-making Frameworks provide a clear structure to problem
solving.Enable efficient collaboration Frameworks create shared mental models.
Solve increasingly complex problems
No one framework can meet all needs – for example, Scrum doesn’t provide a framework for strategic planning (e.g., no roadmap).
Leverage wisdom and experience
High-impact frameworks are retained and low-impact frameworks are discarded.
Scrum Value Proposition Canvas
Design Thinking
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Ideas to ActionTM
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Visual Thinking: Metaphors, Spatial Sensemaking
Prune the Product Tree“Growth as a Tree…”
Speedboat / Race Cars“Problems slow me down…”
Empathy Map“Build Empathy”
Importance - Difficulty“Organize & Prioritize”
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Framework Structure Defines Meaning
Importance - Difficulty
Speed Boat
Lower is “More Bad”
Explicit Axes
DefinedSpaces
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Prioritization / Resource Allocation
Chat area for participants.
Items.
Area for participants to make bids & purchases.
Collective and individual budgets.
Cx-Sustainability Workshop
Let’s explore some examples!
Define
Ideate TestEmpathize
Gain understanding of who you are designing for
Be clear what you are solving for
Brainstorm potential solutions. Select top ideas to develop
Engage your audience in testing your ideas for feedback
Design representation/s of one or more ideas
Prototype
Break-out 1 - Define Opportunities
• What problem are we solving for?• From customer perspective• Not a solution (that comes later)• Go for quantity (step 1)• Reference customer insights
1. Generate “how might we (HMW)...” statements Action oriented customer goal“help customers get only the accessories they need”“make it easy to get to the device first”
2. Discuss 3. Pick top 34. Report-out
Keep in Mind
Conteneo Weave
Items in the palette are added
to the image.
The platform automatically tracks
placement and meaning of items
Note the use of custom images!
Break-out 2 - Brainstorm Ideas
• What problem are we solving for and for whom
• Go for quantity • Defer judgment – no bad ideas• Think out of the box - wild ideas can be
brought down to earth later! • Check “that won’t work” at the door
1. Brainstorm ideas of how to address your assigned HMW statement; go for quantity (each team member adds to board)
2. Discuss. Build on them 3. Optional: Importance/Difficulty matrix 4. Report out5. Optional: if finish, start work on another HMW statement
Keep in Mind
Integrated Frameworks
HR Workshop
Define
Ideate TestEmpathize
Prototype
Consider Multiple Frameworks
Research Review Empathy Map How Might We Brainstorm Ideas(Breakouts)
Let’s Give it a Try!
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IoT – Internet Enabled Trail Hiking/Running
You’re a member of Cisco IoT design team that is helping a major shoe manufacturer explore the viability of Internet-enabled trail hiking/running shows.
• 14 online forums• 103 total participants• 380 ideas
You now wish to use Buy a Feature as a means to identify preferences in your customers.
Buy a Feature
• 12-20 items described in terms of benefits and costs
• 5 to 8 players given limited budget
• Purchased items represent shared priorities
• Chat logs shape resultsA Game ToPrioritize Stuff
You import items to prioritize from Excel.
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We ran an experiment.Contact Luke if you want to try
this at your company.
You have 15 minutes to pick your favorite trail running shoe features!
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“Under the Covers”
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Guiding Principles
Teams do the work!
We scale through teams.
We control access through guest lists.
Facilitators are helpful but not always required.
All events recorded for analysis.
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Collaboration Engines
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To Facilitate or Not?
Facilitated
A human facilitator is present and manages the flow of the forum.
Recommended for market research with customers or when you want to have the option for ad-hoc questions and explorations of the problem.
Unfacilitated
The participants manage the flow of the forum on their own.
Recommended for internal teams who have experience with the subject matter.
Typically greater scale!
City of San José Neighborhood Associations/Youth Commission2014-2015 Priority Setting Sessions:Innovation Games® Prioritization ResultsPrepared for: The City of San José
Prepared by:Conteneo, Inc.February 10, 2014
13 in-person games
21 online games
Subject Matter experts
100s of residents
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Action Plan!Start by creating your account!
Just click on any framework!
Resources Human Centered Design Toolkit (Cisco)• Instruction guide and printable templates • 17 exercises to choose from
Human Centered Design Resource Library • On-line HCD toolkit + user testing
methodologies• Launch on-line forums
Human Centered Problem Solving Community • Information, blogs, book reviews and
upcoming classes
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Discussions
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Conteneo, Inc.1296 Kifer Rd, Suite 601Sunnyvale, CA 94086
Please visit us at www.conteneo.co and www.innovationgames.com!
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Framework and Applications
Keep reading for frameworks that you can use in very specific ways!
Envisioning
Product BoxSet a vision for your
product with customers.
Remember the FutureUnderstand shared steps
for mutual success.
Relationships and Use
Spider WebUnderstand complex
relationships from your customers’
point of view.
Start Your DayKnow how the when influences the how.
Empathy and Insight
The ApprenticeBuild empathy for your customer’s
experience. Me and My Shadow
Identify needs that your customers don’t know
they even had!
Boundaries
Spider WebUnderstand complex
relationships from your customers’
point of view.
Give Them a Hot TubUse outrageous ideas to establish boundaries and develop breakthroughs.
Hidden Needs and Problems
Show and TellUnderstand usage
from your customers’ point of view.
Speed BoatUnderstand the problems your
customers are facing.
Prioritization
20/20 VisionUnderstand customer
benefit priorities.
Prune the Product TreeDevelop great roadmaps.
Buy a FeatureUse a virtual market
to prioritize features/projects.