Design Thinking – The Art Of Possible

WELCOMEDesign Thinking: From Theory to Application2-Part Series

INTRODUCING OURFeatured SpeakerKeith KeatingS E N I O R D I R E C TO RG LO B A L L E A R N I N G S T R AT E G I E S2

5 Stages of Design ThinkingDefine ProblemStatementsEMPATHYBuild Representationsof One or More IdeasIDEATEDEFINELearn Aboutthe AudienceTESTPROTOTYPEBrainstorm &Create SolutionsTest Ideas and GainUser Feedback

Design ThinkingA Nonlinear ProcessEMPATHYIDEATEDEFINETESTPROTOTYPE

Problem-Solving vs. Problem-FindingProblem-Findingdoing the right thingDESIGNTHINKINGLEANSIX SIGMAProblem-Solvingdoing the thing rightAGILEPDCA (plan, do,check, act)

Design Thinking vs. Other MethodologiesLEAN SIX SIGMA(DMAIC)DESIGN THINKINGP D C A C YC L EEmpathy neIdeatePrototypeTestPlanDoCheckAct

Double Diamond

How Do I Know When to ApplyDesign Thinking?Design Thinking maybe the answer if The problem ishuman-centeredYou don’t clearlyunderstand the problemor have alignmentThe problem is fairlycomplexYou need fresh ideas or afresh approach

MysteryorPuzzle?

Who Can Use Design Thinking?AnyoneandEveryoneAnyIndustryAnyLine ofBusiness

Value of Design ThinkingPuts people firstAnyone can adoptDrives innovation and creative problem-solvingReframes business problemsTransforms us from “order takers” to Trusted Advisors

Why Aren’t We Using It More?Risky, disruptive to process, many unknownsStops at theory (I get it. I attended your webinar.)Lack of supportOne-time event vs. culture changeThe name

5 L&D Design Thinking ApplicationsHow Might We Improve the learner experienceAttract and retain new talentRedesign the employee reward system in a way that is meaningful to employeesImprove the employee experience and engagementCreate a culture to empower creativity, collaboration, and innovation

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Design ThinkingUnderstanding the Phases

EMPATHIZELearn Aboutthe Audience

EmpathyCapacity to understand or feel what another person is experiencingUncoversVoice of theCustomerRemovesBias

Empathy3 entImmerse yourself in theexperience of othersObserve what people doCapture what peoplesay they do

EmpathyGuiding PrinciplesAssume a beginner’s mindsetDon’tJudgeQuestionEverythingBe TrulyCuriousFindPatternsReallyListen

DEFINEDefine ProblemStatements

DefineClarify your point of viewSAIDDIDTHOUGHTFELTRecord your insightsand pinpoint the need.

Learner Persona: Customer Service Representative/Call CenterSarah BurnsLocation: Tulsa OKAge: 42Tenure with “Insurance Company”: 8 yearsEducation: Working on BA at NightCareer Goal: Team lead or managementSAIDDIDMy team is overwhelmed by the largevolume of work.Personal Info:Single mother with elementary age childrenWorks to pay the bills – depends heavy on salary and benefitsPreferred learning methods: Short bite size information relevantto current problems. Likes online nuggets, podcasts, and mobilelearning away from work pressures.THOUGHTFocuses on tasks and keepingperformance statistics highFELTOverwhelmed by trying to keep upwith production quotas.I just don’t have time to learn new skillsat workEnjoys rote tasks as its “easy” and helpsher productivity numbersI need a more flexible schedule. Mychildren are my priority right now.Cross trained on multiple productsFrustrated by the training she hasgotten because she doesn’tunderstand how it relates to her roleor future roles.I wish I there was some way to exploredevelopment opportunities withoutmy supervisor thinking I’m slacking off.Valued member of teamRegisters for online classes, but rarelyfinishes themI don’t know what opportunities thereare here how to find out what’s evenavailable.Discouraged by her lack of control inher current role and her future withthe company.What Sarah feels about emotional intelligence:I don’t mind being busy, but I feel constantly under water. When big changes are announced, I can’t even deal with them. I just put my nosedown and try to do my best. I wish I felt I had more influence or control over what’s going on.

How Might We Questions Frame Up Ideation“How might we” (HMW) are short questions that fallout of the problem statement as focus for ideation.HOW MIGHT WE"How" suggests thatwe do not yet havethe answer.”Might" emphasizes that ourresponses may only be possiblesolutions, not the only solution.”We" immediatelybrings in the elementof a collaborative effort.

DefineHow Might We Problem Statement LMS has low completion rates HR is not connected to the learners Onboarding takes too longHow Might We Design training experiences that meet the needsof the learners? Stay connected with our learners on an ongoingbasis? Reduce the time to proficiency for new hires?

IDEATEBrainstorm &Create Solutions

IdeateThe Art of Possible“It’s not about coming up with the ‘right’ idea, it’sabout generating the broadest range of possibilities.”*FlairFocus*Stanford d.School

IdeateBest PracticesSet a Time LimitStay on TopicDeferJudgementor CriticismInclude PeopleOutside the Teamand InitiativeBuild on EachOthers’ IdeasBe VisualEncourageWeird, Wacky& Wild IdeasCreate“Constraints”

PROTOTYPEBuild Representationsof One or More Ideas

PrototypeBuild Representation of Your IdeasLow-FidelityPrototypesHigh-FidelityPrototypes

PrototypeLow-Fidelity

PrototypeLow-Fidelity

TESTTest Ideas and GainUser Feedback

TestTest with UsersConsider NewPeople toSupport theTesting PhaseHave Them TalkThrough TheirExperience �Correct”Your UserWatch How TheyUse (and Misuse)Your PrototypeFollow Up WithQuestions

Final ThoughtsLessons LearnedDesign Thinking is not asolution for every problemEnd-users are firstDesign Thinking initiativesare quickCreate a place to continuefostering Design Thinking

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Thank You!

Design Thinking? Design Thinking may be the answer if The problem is human-centered You don’t clearly understand the problem or have alignment The problem is fairly complex You need fresh ideas or a fresh approach