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Supercharging Human-Centered Design Processes with Online Collaboration Frameworks Luke Hohmann Founder and CEO www.conteneo.co [email protected]

Frameworks for Human-Centered Design

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Page 1: Frameworks for Human-Centered Design

Supercharging Human-Centered Design Processes with Online Collaboration Frameworks

Luke HohmannFounder and CEOwww.conteneo.co

[email protected]

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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

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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.

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Cx-Sustainability Workshop

Let’s explore some examples!

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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

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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

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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!

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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

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Integrated Frameworks

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HR Workshop

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Define

Ideate TestEmpathize

Prototype

Consider Multiple Frameworks

Research Review Empathy Map How Might We Brainstorm Ideas(Breakouts)

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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.

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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!

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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!

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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!

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Envisioning

Product BoxSet a vision for your

product with customers.

Remember the FutureUnderstand shared steps

for mutual success.

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Relationships and Use

Spider WebUnderstand complex

relationships from your customers’

point of view.

Start Your DayKnow how the when influences the how.

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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!

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Boundaries

Spider WebUnderstand complex

relationships from your customers’

point of view.

Give Them a Hot TubUse outrageous ideas to establish boundaries and develop breakthroughs.

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Hidden Needs and Problems

Show and TellUnderstand usage

from your customers’ point of view.

Speed BoatUnderstand the problems your

customers are facing.

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Prioritization

20/20 VisionUnderstand customer

benefit priorities.

Prune the Product TreeDevelop great roadmaps.

Buy a FeatureUse a virtual market

to prioritize features/projects.