The document is a presentation on applying design thinking principles to knowledge management. It discusses how design thinking has gone mainstream and its increasing popularity. It outlines key elements of design thinking like being empathetic, collaborative, experimental and optimistic. It then provides examples of how these principles could be applied to knowledge management challenges like capturing knowledge in fun ways, transferring knowledge across cultures, and designing learning to stick. The presentation argues that design thinking can make knowledge management more empathetic, collaborative, experimental and optimistic.

1. 1Presentation for SIKM– January 17th 2017 – by Arno BoersmaPresentation for SIKM– January 17th 2017 – by Arno Boersma
DT for KM
[ food for thought ]
What’s in it for you?  Hopefully, it will give you a few
ideas of how to incorporate the principles of Design
Thinking into your Knowledge Management initiatives.

2. 2Presentation for SIKM– January 17th 2017 – by Arno Boersma
Design Thinking gone mainstream
HBR Special on DT
(September 2015)
NYT Article re DT at IBM
(November 16, 2015)
“IBM is well
on its way to
hire 1000
professional
designers…”

3. 3Presentation for SIKM– January 17th 2017 – by Arno Boersma
Source: Google Trends
DT on par with interest for KM

4. 4Presentation for SIKM– January 17th 2017 – by Arno Boersma
DT KMSweet!
DT for KM: A Sweet Spot?

5. 5Presentation for SIKM– January 17th 2017 – by Arno Boersma
For Starters: my biggest failures

6. 6Presentation for SIKM– January 17th 2017 – by Arno Boersma
For Starters: another big failure

7. 7Presentation for SIKM– January 17th 2017 – by Arno Boersma
Key Elements of Design Thinking
Design Thinking is innovation inspired by people:
 Empathetic
 Collaborative
 Experimental
 Optimistic
Source: +ACUMEN HCD WORKSHOP

8. 8Presentation for SIKM– January 17th 2017 – by Arno Boersma
KM: It’s About Chefs, Not Recipes!

9. 9Presentation for SIKM– January 17th 2017 – by Arno Boersma
In the Context of KM…
 EMPATHY  End-user focus – not technology or supply
driven; see what users do, don’t just survey them;
 COLLABORATION  Be more inclusive, involve a larger
stakeholder field; break silo’s in org’s, including the
position of KM in the org;
 EXPERIMENTATION  Make KM a more iterative
process, not a linear roadmap with milestones; room
and tolerance for failure;
 OPTIMISM  Try things, learn and adjust; not afraid to
fail; capture lessons learned on ongoing basis.

10. 10Presentation for SIKM– January 17th 2017 – by Arno Boersma
Easier Said Than Done, Right?
Insights from neuroscience*:
 We don’t always know
what we know
 Knowledge is never singular
 “Encourage knowledge-
sharing, connections and
conversations…”
*Source: neuroscientist David Eagleman at APQC Conference

11. 11Presentation for SIKM– January 17th 2017 – by Arno Boersma
Understanding People Means Understanding…
But how can you understand your end-user…
…when you don’t know how they know what they know??

12. 12Presentation for SIKM– January 17th 2017 – by Arno Boersma
But can still lead to great solutions…
More innovative thinking to come up with solutions
based on what makes humans tick…

13. 13Presentation for SIKM– January 17th 2017 – by Arno Boersma
Let me
give you
3 KM-related
examples.

14. 14Presentation for SIKM– January 17th 2017 – by Arno Boersma
1. Capturing Knowledge in Fun Ways
Objective: To solicit great examples of knowledge
management from across the organization.

15. 15Presentation for SIKM– January 17th 2017 – by Arno Boersma
1. Capturing Knowledge in Fun Ways

16. 16Presentation for SIKM– January 17th 2017 – by Arno Boersma
2. Transferring Knowledge Across Cultures
Objective: To ensure effective knowledge
transfer across the globe.
They’d like to know if we’d be able
to assemble their high-tech products…

17. 17Presentation for SIKM– January 17th 2017 – by Arno Boersma
2. Transferring Knowledge Across Cultures

18. 18Presentation for SIKM– January 17th 2017 – by Arno Boersma
3. Designing Knowledge to Stick
Objective: To design learning events in ways
that the knowledge and learnings are
absorbed and applied.
NOT: One-way lectures,
Death by PowerPoint,
Managers unloading,
Large Plenaries, Panel
Talks, One-off moment

19. 19Presentation for SIKM– January 17th 2017 – by Arno Boersma
3. Designing Knowledge to Stick
“The Forum”
So: Collaborative,
Bite-Sized, Practical,
Staff2Staff, Small
Groups, Bottom-up,
Long-term
The Forgetting Curve
(what % remains after x time)
100%
50%
First 20
minutes
58%
First 60
minutes
44%
First 24
hours
34%
One
Month
20%
Source: Donald Clark, Plan B Learning

20. 20Presentation for SIKM– January 17th 2017 – by Arno Boersma
3. Designing Knowledge to Stick
250+ activities
400+ speakers
100+ facilitators
150+ volunteers
10 Formats x Streams
10%
42%
26%
20%
2%
0% 20% 40% 60%
0%
10-30%
40-60%
70-90%
100%
What % of new
knowledge/skills
gained do you
estimate you will
directly apply in
your work?
Have you used
or applied
what you
learned
at Forum
2014?
14%
25%
61%
0% 50% 100%
N.A.
No
Yes
4 months on…

21. 21Presentation for SIKM– January 17th 2017 – by Arno Boersma
DT KM
More
Empathetic,
Collaborative,
Experimental,
Optimistic
In Short…

22. 22Presentation for SIKM– January 17th 2017 – by Arno Boersma
“We don’t have time to change the wheels.
Push harder, Harry!”

23. 23Presentation for SIKM– January 17th 2017 – by Arno Boersma
Some Resources
Articles: HBR (September 2015)
Book: Change By Design, Tim Brown (2009)
Online: IDEO Toolkit at www.designkit.org
Video Series: DT and KM
with Jeneanne Rae (2016)

24. 24Presentation for SIKM– January 17th 2017 – by Arno Boersma
Thank you.
Questions?
arnovation@gmail.com
What am I up to now? Check here: https://vimeo.com/192521818