SlideShare uma empresa Scribd logo
1 de 37
Baixar para ler offline
Engage customers like never before 
through the power of Design Thinking 
Use this title slide only with an image 
Nicholas Kontopoulos 
Global Head of Strategic Marketing Programs, 
SAP Customer Engagement Solutions
Workshop Objectives 
Purpose of workshop: to show you how ‘Design Thinking’ can help you create delightful customer experiences across 
your entire enterprise, and enable you to disrupt the markets you operate in. 
Success for us will be achieved if you are able to walk away with an appreciation of how ‘design thinking’ can be applied in 
reimagining your customers interaction with your brand across the entire customer journey. 
Agenda: 
slide only with an image 
• Welcome (Nicholas) 
Use this title • What to expect (Koert) 
• Design Thinking Circuit (Rahul) 
• Break (10min) 
• Personas & Customer Journey Mapping (Hiromi) 
• Wrap-up (Nicholas)
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 3
Why do we need to Innovate?
How can Design Thinking help to improve the Customer 
Experience and Business Innovation? 
viability 
(organization) 
feasibility 
(technology) 
desirability 
(human) 
innovation, 
holistic solutions
What is Design Thinking? 
Scoping 360° Research Synthesis Ideation Prototyping Validation 
Problem PROB SLpEaMce SPACE SOLUTIONS oSlPuAtioCnE Space 
Customer 
Centric 
Design
Our Values for today for a Creative Mindset 
Empathize- Think Customer-Centeric 
Have a Beginners Mind 
Defer Judgment – 
Ask Questions 
Be Visual 
Experiment & Make Mistakes - 
Fail Early and Often 
Collaborate - Build on the Ideas of Others 
Have Fun!!! 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 8
…design for me a 
chair 
…design for me again 
something to 
sit comfortably 
on 
1 minute to… 
…someone 
ask me an 
open 
questions about 
sitting 
comfortably 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 9
What do you notice? 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 10
“If I had asked people what 
they wanted, they would have 
said a faster horse. 
- Henry Ford
“It’s not the customers job to know 
WHAT THEY WANT” 
- Steve Jobs 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 12
Design Thinking Circuit 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 13
Customer insights come from 
listening & intense observation. 
Emotional persona: The 
customer is not just a physical 
statistic. 
Use this title slide only with an image 
SKETCH IT!
A NEW SALES TOOL! 
The best way to create a great 
idea is to have lots of them. 
Don’t judge an idea. 
High speed ideation should be 
collaborative & fun. 
Use this title slide only with an image
Prototyping : A tangible 
representation of your ideas. 
Failing Early. 
Keeping the customer at the 
core of the design process. 
Use this title slide only with an image 
BUILD A CAR!
SUPER CUSTOMER ! 
Empathy: develop a deeper 
understanding of who the 
customer “really” is. 
Build a visual persona. 
Use this title slide only with an image
Human tendency is to say to People 
“No, but” instead of “Yes and”. 
Build a positive environment for 
innovation. 
Lateral ideation & unrestrained 
creativity. 
Use this title slide only with an image 
YES…AND!
RAPID PROTOTYPING! 
“Tangibilize” multiple ideas in 
the form of simple visuals. 
Experience the idea before 
production. 
Use this title slide only with an image
Customer Journey Map 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 20
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 21
LOOK
BUILD PERSONAS 
Ling Li 
M 
12 
Single 
Remote Village in China 
Being a good student 
Reading 
Do well at school 
Become a doctor 
Hard working 
Go to work Take care of parents when he gets older 
Earn money to buy books Save for college
Your Turn! 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 24
IDEA 
GENERATION
The Generous Store 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 26
Generate Ideas from 
customer perspective 
Deeper understanding 
of customer journey 
Collaborate with stakeholders & 
customers 
CUSTOMER JOURNEY MAP
CUSTOMER JOURNEY MAP 
healthcare hospital Harry gets sick 
Need to 
tell 
family? 
Just the 
flu 
Feel Ill 
A little worried 
Where can I 
find the best 
doctor? 
Research 
Symptoms 
How will I 
pay for 
this? Want this to 
This is 
confusing! 
CHOOSE 
See 
TOOTH doctor 
PASTE 
be over 
Get second 
opinion 
Hospital 
website 
Specialist GP 
PAIN POINTS MOMENTS OF TRUTH 
Doctors 
Surgeons 
Patient 
Govt 
Patient’s 
Family Insurers 
Harry 
Male 
22 yrs 
Smoker 
No 
history Worries 
about 
his health 
Help 
Harry feel 
supported 
Multi 
channel 
Make 
research 
easier 
Ratings of 
doctors 
Pharmacist 
Intake form 
Patient friendly 
language 
Info about 
medicine 
Direct 
insight into 
costs 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 28
Your Turn! 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 29
WHAT IS AFTER THE CJM? 
VISUALIZATION & RAPID 
PROTOTYPING
Experience Design Thinking Workshop 
SOME 
WORKSHOP 
IMPRESSIONS
SAMPLE WORKSHOP AGENDA 
(adaptable for each particular situation) 
Understand Problem Create Solutions Ideation 
Ÿ Introduction to Ideation & 
techniques 
Ÿ Generate ideas, build up and blend 
ideas 
Ÿ Cluster and prioritize ideas 
Prototyping 
Ÿ Introduction to Prototyping 
Ÿ Prototyping of solutions 
Validation 
Ÿ Introduction to Validation 
Ÿ Iterate prototype 
Ÿ Presentation & feedback 
Wrap Up 
Ÿ Review / Feedback 
Kick-Off 
Ÿ Introduction, Team Forming 
Ÿ Overview and Introduction to Design 
Thinking 
Scoping 
Ÿ Intro to the Design Challenge 
Ÿ Completion of the Scoping 
360° Research 
Ÿ Introduction to 360° Research 
Ÿ Sample techniques 
Ÿ Research 
Synthesis 
Ÿ Introduction to Synthesis 
Ÿ Storytelling & wall of data creation 
Participants: 
2-4 multi-disciplinary teams - each consisting of 4-6 people – a mix of 
people from: end-users, line of business experts, developers, technology 
experts, suppliers, customers etc.
What is the problem really? 
Typical tools used in Design Thinking workshop 
Stakeholder Map: shows the different possible stakeholders and their relation to the 
organization 
Persona: Emphathizes with the consumers or stakeholder to focus efforts 
Customer Journey Mapping: Identify opportunities for improvement. 
Needs & Insights: uncover the deeper goals and ways the customer or stakeholder wants 
to feel 
Synthesis: clustering, combining, categorizing and labeling, in order to simplify and 
prioritize.
QUIZ What is innovation? 
Disruptive 
Breakout 
Sustaining 
Source: Clayton Christensen 
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 35
Workshop Objectives 
Purpose of workshop: to show you how ‘Design Thinking’ can help you create delightful customer experiences across 
your entire enterprise, and enable you to disrupt the markets you operate in. 
Success for us will be achieved if you are able to walk away with an appreciation of how ‘design thinking’ can be applied in 
reimagining your customers interaction with your brand across the entire customer journey. 
Agenda: 
slide only with an image 
• Welcome (Nicholas) 
Use this title • What to expect (Koert) 
• Design Thinking Circuit (Rahul) 
• Break (10min) 
• Personas & Customer Journey Mapping (Hiromi) 
• Wrap-up (Nicholas)
CEM Asia Summit: Design Thinking Workshop

Mais conteúdo relacionado

Mais procurados

Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2
Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2
Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2
Jackman Reinvents
 

Mais procurados (20)

Jackman Reinvents: Design Thinking Workshop at HumberLaunch
Jackman Reinvents: Design Thinking Workshop at HumberLaunchJackman Reinvents: Design Thinking Workshop at HumberLaunch
Jackman Reinvents: Design Thinking Workshop at HumberLaunch
 
Design thinking workshop
Design thinking  workshopDesign thinking  workshop
Design thinking workshop
 
8. design thinking
8. design thinking8. design thinking
8. design thinking
 
Design Thinking & Innovation
Design Thinking & InnovationDesign Thinking & Innovation
Design Thinking & Innovation
 
Design Thinking Workshop
Design Thinking WorkshopDesign Thinking Workshop
Design Thinking Workshop
 
Collaborative Sketching for UX - Razorfish 042115
Collaborative Sketching for UX - Razorfish 042115Collaborative Sketching for UX - Razorfish 042115
Collaborative Sketching for UX - Razorfish 042115
 
Design Thinking for Startups - Are You Design Driven?
Design Thinking for Startups - Are You Design Driven?Design Thinking for Startups - Are You Design Driven?
Design Thinking for Startups - Are You Design Driven?
 
Design Thinking vs. Lean Startup: Friends or Foes?
Design Thinking vs. Lean Startup: Friends or Foes?Design Thinking vs. Lean Startup: Friends or Foes?
Design Thinking vs. Lean Startup: Friends or Foes?
 
Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2
Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2
Jackman Reinvents: Design Thinking Workshop at HumberLaunch Part 2
 
Startup Braga - Design Thinking Workshop
Startup Braga - Design Thinking WorkshopStartup Braga - Design Thinking Workshop
Startup Braga - Design Thinking Workshop
 
Design thinking for designing and delivering services
Design thinking for designing and delivering servicesDesign thinking for designing and delivering services
Design thinking for designing and delivering services
 
Design Thinking Method Cards
Design Thinking Method CardsDesign Thinking Method Cards
Design Thinking Method Cards
 
Design Thinking
Design ThinkingDesign Thinking
Design Thinking
 
Apply Design Thinking (Design Thinking Action Lab - Stanford University)
Apply Design Thinking (Design Thinking Action Lab - Stanford University)Apply Design Thinking (Design Thinking Action Lab - Stanford University)
Apply Design Thinking (Design Thinking Action Lab - Stanford University)
 
Design thinking notes
Design thinking notesDesign thinking notes
Design thinking notes
 
Slide share design thinking workshop mba hec
Slide share   design thinking workshop mba hecSlide share   design thinking workshop mba hec
Slide share design thinking workshop mba hec
 
Design Thinking VS Lean Startup
Design Thinking VS Lean StartupDesign Thinking VS Lean Startup
Design Thinking VS Lean Startup
 
Innovative design thinking
Innovative design thinkingInnovative design thinking
Innovative design thinking
 
Design thinking process explained
Design thinking process explained Design thinking process explained
Design thinking process explained
 
Design Thinking, What I have learned in a year?
Design Thinking, What I have learned in a year?Design Thinking, What I have learned in a year?
Design Thinking, What I have learned in a year?
 

Semelhante a CEM Asia Summit: Design Thinking Workshop

Design Thinking (Workshop Guide)
Design Thinking (Workshop Guide)Design Thinking (Workshop Guide)
Design Thinking (Workshop Guide)
Operational Excellence Consulting
 
Fex 151028 - the taste of innovation - de waardefabriek presentatie
Fex 151028 - the taste of innovation - de waardefabriek presentatie Fex 151028 - the taste of innovation - de waardefabriek presentatie
Fex 151028 - the taste of innovation - de waardefabriek presentatie
Flevum
 
Essential guide to_mms
Essential guide to_mmsEssential guide to_mms
Essential guide to_mms
Elsa von Licy
 

Semelhante a CEM Asia Summit: Design Thinking Workshop (20)

Going Beyond Digital Disruption: harnessing the power of 'Design Thinking'
Going Beyond Digital Disruption: harnessing the power of 'Design Thinking'Going Beyond Digital Disruption: harnessing the power of 'Design Thinking'
Going Beyond Digital Disruption: harnessing the power of 'Design Thinking'
 
openSAP_dt2_Section_1_Unit_4_FRAMING_Presentation.pdf
openSAP_dt2_Section_1_Unit_4_FRAMING_Presentation.pdfopenSAP_dt2_Section_1_Unit_4_FRAMING_Presentation.pdf
openSAP_dt2_Section_1_Unit_4_FRAMING_Presentation.pdf
 
openSAP_dt2_Section_1_Unit_3_INSIGHT_Presentation.pdf
openSAP_dt2_Section_1_Unit_3_INSIGHT_Presentation.pdfopenSAP_dt2_Section_1_Unit_3_INSIGHT_Presentation.pdf
openSAP_dt2_Section_1_Unit_3_INSIGHT_Presentation.pdf
 
Pitch Deck Workshop
Pitch Deck WorkshopPitch Deck Workshop
Pitch Deck Workshop
 
Design Thinking (Workshop Guide)
Design Thinking (Workshop Guide)Design Thinking (Workshop Guide)
Design Thinking (Workshop Guide)
 
eatbigfish - an overview of our offer 2013
eatbigfish  - an overview of our offer 2013eatbigfish  - an overview of our offer 2013
eatbigfish - an overview of our offer 2013
 
WNS Denali Procurement Solutions: Pioneering Efficiency for Seamless Operations
WNS Denali Procurement Solutions: Pioneering Efficiency for Seamless OperationsWNS Denali Procurement Solutions: Pioneering Efficiency for Seamless Operations
WNS Denali Procurement Solutions: Pioneering Efficiency for Seamless Operations
 
Seed Strategy, The Growth Acceleration Firm
Seed Strategy, The Growth Acceleration FirmSeed Strategy, The Growth Acceleration Firm
Seed Strategy, The Growth Acceleration Firm
 
AuraTalk Issue 3
AuraTalk Issue 3AuraTalk Issue 3
AuraTalk Issue 3
 
Fex 151028 - the taste of innovation - de waardefabriek presentatie
Fex 151028 - the taste of innovation - de waardefabriek presentatie Fex 151028 - the taste of innovation - de waardefabriek presentatie
Fex 151028 - the taste of innovation - de waardefabriek presentatie
 
How to Increase Your Product Sense by ServiceNow Senior PM
How to Increase Your Product Sense by ServiceNow Senior PMHow to Increase Your Product Sense by ServiceNow Senior PM
How to Increase Your Product Sense by ServiceNow Senior PM
 
Design Studio: The User Experience Practitioner’s Secret Weapon
Design Studio: The User Experience Practitioner’s Secret WeaponDesign Studio: The User Experience Practitioner’s Secret Weapon
Design Studio: The User Experience Practitioner’s Secret Weapon
 
Essential guide to_mms
Essential guide to_mmsEssential guide to_mms
Essential guide to_mms
 
openSAP_dt2_Section_2_Unit_5_IDEATION_Presentation.pdf
openSAP_dt2_Section_2_Unit_5_IDEATION_Presentation.pdfopenSAP_dt2_Section_2_Unit_5_IDEATION_Presentation.pdf
openSAP_dt2_Section_2_Unit_5_IDEATION_Presentation.pdf
 
Referral Program Lead Generation Proposal Template
Referral Program Lead Generation Proposal TemplateReferral Program Lead Generation Proposal Template
Referral Program Lead Generation Proposal Template
 
Partner Lead Generation Proposal Template
Partner Lead Generation Proposal TemplatePartner Lead Generation Proposal Template
Partner Lead Generation Proposal Template
 
The Minimum Loveable Product: Go Beyond the Minimum Viable Product
The Minimum Loveable Product: Go Beyond the Minimum Viable ProductThe Minimum Loveable Product: Go Beyond the Minimum Viable Product
The Minimum Loveable Product: Go Beyond the Minimum Viable Product
 
VicHealth Physical Activity Innovation Challenge Concept Development Workshop...
VicHealth Physical Activity Innovation Challenge Concept Development Workshop...VicHealth Physical Activity Innovation Challenge Concept Development Workshop...
VicHealth Physical Activity Innovation Challenge Concept Development Workshop...
 
Designing a Business Model
Designing a Business ModelDesigning a Business Model
Designing a Business Model
 
Tips for Developing Imagination Newsletter by Slidesgo.pptx
Tips for Developing Imagination Newsletter by Slidesgo.pptxTips for Developing Imagination Newsletter by Slidesgo.pptx
Tips for Developing Imagination Newsletter by Slidesgo.pptx
 

Mais de SAP Customer Experience

Mais de SAP Customer Experience (20)

See Your Business Take Off with SAP® Leonardo
See Your Business Take Off with SAP® LeonardoSee Your Business Take Off with SAP® Leonardo
See Your Business Take Off with SAP® Leonardo
 
The Top Trends Shaping CX in 2019
The Top Trends Shaping CX in 2019The Top Trends Shaping CX in 2019
The Top Trends Shaping CX in 2019
 
Personalization through Contextual Marketing
Personalization through Contextual MarketingPersonalization through Contextual Marketing
Personalization through Contextual Marketing
 
Omnichannel Master Class with TJ Chandler, Pragmatist
Omnichannel Master Class with TJ Chandler, PragmatistOmnichannel Master Class with TJ Chandler, Pragmatist
Omnichannel Master Class with TJ Chandler, Pragmatist
 
Omnichannel and the Future: Master Class with Anders Sörman-Nilsson
Omnichannel and the Future: Master Class with Anders Sörman-NilssonOmnichannel and the Future: Master Class with Anders Sörman-Nilsson
Omnichannel and the Future: Master Class with Anders Sörman-Nilsson
 
Engaging the Digital Connected Customer - with Albert Yip
Engaging the Digital Connected Customer - with Albert Yip Engaging the Digital Connected Customer - with Albert Yip
Engaging the Digital Connected Customer - with Albert Yip
 
How to create a frictionless customer experience
How to create a frictionless customer experienceHow to create a frictionless customer experience
How to create a frictionless customer experience
 
The Perfect Store Execution (Picture of Success)
The Perfect Store Execution (Picture of Success)The Perfect Store Execution (Picture of Success)
The Perfect Store Execution (Picture of Success)
 
The Consumer-Driven Digital Economy: Creating value in a digital world where ...
The Consumer-Driven Digital Economy: Creating value in a digital world where ...The Consumer-Driven Digital Economy: Creating value in a digital world where ...
The Consumer-Driven Digital Economy: Creating value in a digital world where ...
 
How to create Magic Moments for your customers with Process Mining
How to create Magic Moments for your customers with Process MiningHow to create Magic Moments for your customers with Process Mining
How to create Magic Moments for your customers with Process Mining
 
Empower Store Associates with Mobile Apps to Reinvent the In-Store Experience
Empower Store Associates with Mobile Apps to Reinvent the In-Store ExperienceEmpower Store Associates with Mobile Apps to Reinvent the In-Store Experience
Empower Store Associates with Mobile Apps to Reinvent the In-Store Experience
 
Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...
Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...
Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...
 
Data-Driven Desicision-Making with Mindray Medical International Co.
Data-Driven Desicision-Making with Mindray Medical International Co.Data-Driven Desicision-Making with Mindray Medical International Co.
Data-Driven Desicision-Making with Mindray Medical International Co.
 
Protect Sponsorship Business Value by Measuring What You Pay For
Protect Sponsorship Business Value by Measuring What You Pay ForProtect Sponsorship Business Value by Measuring What You Pay For
Protect Sponsorship Business Value by Measuring What You Pay For
 
Monetizing Microsoft High Volume Revenue using SAP Hybris Billing
Monetizing Microsoft High Volume Revenue using SAP Hybris BillingMonetizing Microsoft High Volume Revenue using SAP Hybris Billing
Monetizing Microsoft High Volume Revenue using SAP Hybris Billing
 
Grupo DIA advancing digital transformation
Grupo DIA advancing digital transformationGrupo DIA advancing digital transformation
Grupo DIA advancing digital transformation
 
Grupo DIA advancing digital transformation
Grupo DIA advancing digital transformationGrupo DIA advancing digital transformation
Grupo DIA advancing digital transformation
 
Fuel Trusted Customer Relationships with Personalization, Preference & Privacy
Fuel Trusted Customer Relationships with Personalization, Preference & PrivacyFuel Trusted Customer Relationships with Personalization, Preference & Privacy
Fuel Trusted Customer Relationships with Personalization, Preference & Privacy
 
Explore the Impact of AI on E-Commerce
Explore the Impact of AI on E-CommerceExplore the Impact of AI on E-Commerce
Explore the Impact of AI on E-Commerce
 
Improve Customer Experience in the Cognitive and 5G Era
Improve Customer Experience in the Cognitive and 5G EraImprove Customer Experience in the Cognitive and 5G Era
Improve Customer Experience in the Cognitive and 5G Era
 

Último

Mifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in Oman
Mifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in OmanMifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in Oman
Mifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in Oman
instagramfab782445
 
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai KuwaitThe Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
daisycvs
 
Jual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cytotec
Jual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan CytotecJual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cytotec
Jual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cytotec
ZurliaSoop
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
Abortion pills in Kuwait Cytotec pills in Kuwait
 

Último (20)

Power point presentation on enterprise performance management
Power point presentation on enterprise performance managementPower point presentation on enterprise performance management
Power point presentation on enterprise performance management
 
Cracking the 'Career Pathing' Slideshare
Cracking the 'Career Pathing' SlideshareCracking the 'Career Pathing' Slideshare
Cracking the 'Career Pathing' Slideshare
 
Phases of Negotiation .pptx
 Phases of Negotiation .pptx Phases of Negotiation .pptx
Phases of Negotiation .pptx
 
Paradip CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Paradip CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDINGParadip CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Paradip CALL GIRL❤7091819311❤CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
 
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to ProsperityFalcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
 
Pre Engineered Building Manufacturers Hyderabad.pptx
Pre Engineered  Building Manufacturers Hyderabad.pptxPre Engineered  Building Manufacturers Hyderabad.pptx
Pre Engineered Building Manufacturers Hyderabad.pptx
 
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
 
Mifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in Oman
Mifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in OmanMifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in Oman
Mifepristone Available in Muscat +918761049707^^ €€ Buy Abortion Pills in Oman
 
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai KuwaitThe Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
 
Jual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cytotec
Jual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan CytotecJual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cytotec
Jual Obat Aborsi ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cytotec
 
Lucknow Housewife Escorts by Sexy Bhabhi Service 8250092165
Lucknow Housewife Escorts  by Sexy Bhabhi Service 8250092165Lucknow Housewife Escorts  by Sexy Bhabhi Service 8250092165
Lucknow Housewife Escorts by Sexy Bhabhi Service 8250092165
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
 
Falcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investorsFalcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investors
 
Organizational Transformation Lead with Culture
Organizational Transformation Lead with CultureOrganizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
 
Arti Languages Pre Seed Teaser Deck 2024.pdf
Arti Languages Pre Seed Teaser Deck 2024.pdfArti Languages Pre Seed Teaser Deck 2024.pdf
Arti Languages Pre Seed Teaser Deck 2024.pdf
 
HomeRoots Pitch Deck | Investor Insights | April 2024
HomeRoots Pitch Deck | Investor Insights | April 2024HomeRoots Pitch Deck | Investor Insights | April 2024
HomeRoots Pitch Deck | Investor Insights | April 2024
 
Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...
Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...
Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...
 
Cannabis Legalization World Map: 2024 Updated
Cannabis Legalization World Map: 2024 UpdatedCannabis Legalization World Map: 2024 Updated
Cannabis Legalization World Map: 2024 Updated
 
PHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation FinalPHX May 2024 Corporate Presentation Final
PHX May 2024 Corporate Presentation Final
 

CEM Asia Summit: Design Thinking Workshop

  • 1. Engage customers like never before through the power of Design Thinking Use this title slide only with an image Nicholas Kontopoulos Global Head of Strategic Marketing Programs, SAP Customer Engagement Solutions
  • 2. Workshop Objectives Purpose of workshop: to show you how ‘Design Thinking’ can help you create delightful customer experiences across your entire enterprise, and enable you to disrupt the markets you operate in. Success for us will be achieved if you are able to walk away with an appreciation of how ‘design thinking’ can be applied in reimagining your customers interaction with your brand across the entire customer journey. Agenda: slide only with an image • Welcome (Nicholas) Use this title • What to expect (Koert) • Design Thinking Circuit (Rahul) • Break (10min) • Personas & Customer Journey Mapping (Hiromi) • Wrap-up (Nicholas)
  • 3. © 2014 SAP SE or an SAP affiliate company. All rights reserved. 3
  • 4.
  • 5. Why do we need to Innovate?
  • 6. How can Design Thinking help to improve the Customer Experience and Business Innovation? viability (organization) feasibility (technology) desirability (human) innovation, holistic solutions
  • 7. What is Design Thinking? Scoping 360° Research Synthesis Ideation Prototyping Validation Problem PROB SLpEaMce SPACE SOLUTIONS oSlPuAtioCnE Space Customer Centric Design
  • 8. Our Values for today for a Creative Mindset Empathize- Think Customer-Centeric Have a Beginners Mind Defer Judgment – Ask Questions Be Visual Experiment & Make Mistakes - Fail Early and Often Collaborate - Build on the Ideas of Others Have Fun!!! © 2014 SAP SE or an SAP affiliate company. All rights reserved. 8
  • 9. …design for me a chair …design for me again something to sit comfortably on 1 minute to… …someone ask me an open questions about sitting comfortably © 2014 SAP SE or an SAP affiliate company. All rights reserved. 9
  • 10. What do you notice? © 2014 SAP SE or an SAP affiliate company. All rights reserved. 10
  • 11. “If I had asked people what they wanted, they would have said a faster horse. - Henry Ford
  • 12. “It’s not the customers job to know WHAT THEY WANT” - Steve Jobs © 2014 SAP SE or an SAP affiliate company. All rights reserved. 12
  • 13. Design Thinking Circuit © 2014 SAP SE or an SAP affiliate company. All rights reserved. 13
  • 14. Customer insights come from listening & intense observation. Emotional persona: The customer is not just a physical statistic. Use this title slide only with an image SKETCH IT!
  • 15. A NEW SALES TOOL! The best way to create a great idea is to have lots of them. Don’t judge an idea. High speed ideation should be collaborative & fun. Use this title slide only with an image
  • 16. Prototyping : A tangible representation of your ideas. Failing Early. Keeping the customer at the core of the design process. Use this title slide only with an image BUILD A CAR!
  • 17. SUPER CUSTOMER ! Empathy: develop a deeper understanding of who the customer “really” is. Build a visual persona. Use this title slide only with an image
  • 18. Human tendency is to say to People “No, but” instead of “Yes and”. Build a positive environment for innovation. Lateral ideation & unrestrained creativity. Use this title slide only with an image YES…AND!
  • 19. RAPID PROTOTYPING! “Tangibilize” multiple ideas in the form of simple visuals. Experience the idea before production. Use this title slide only with an image
  • 20. Customer Journey Map © 2014 SAP SE or an SAP affiliate company. All rights reserved. 20
  • 21. © 2014 SAP SE or an SAP affiliate company. All rights reserved. 21
  • 22. LOOK
  • 23. BUILD PERSONAS Ling Li M 12 Single Remote Village in China Being a good student Reading Do well at school Become a doctor Hard working Go to work Take care of parents when he gets older Earn money to buy books Save for college
  • 24. Your Turn! © 2014 SAP SE or an SAP affiliate company. All rights reserved. 24
  • 26. The Generous Store © 2014 SAP SE or an SAP affiliate company. All rights reserved. 26
  • 27. Generate Ideas from customer perspective Deeper understanding of customer journey Collaborate with stakeholders & customers CUSTOMER JOURNEY MAP
  • 28. CUSTOMER JOURNEY MAP healthcare hospital Harry gets sick Need to tell family? Just the flu Feel Ill A little worried Where can I find the best doctor? Research Symptoms How will I pay for this? Want this to This is confusing! CHOOSE See TOOTH doctor PASTE be over Get second opinion Hospital website Specialist GP PAIN POINTS MOMENTS OF TRUTH Doctors Surgeons Patient Govt Patient’s Family Insurers Harry Male 22 yrs Smoker No history Worries about his health Help Harry feel supported Multi channel Make research easier Ratings of doctors Pharmacist Intake form Patient friendly language Info about medicine Direct insight into costs © 2014 SAP SE or an SAP affiliate company. All rights reserved. 28
  • 29. Your Turn! © 2014 SAP SE or an SAP affiliate company. All rights reserved. 29
  • 30. WHAT IS AFTER THE CJM? VISUALIZATION & RAPID PROTOTYPING
  • 31.
  • 32. Experience Design Thinking Workshop SOME WORKSHOP IMPRESSIONS
  • 33. SAMPLE WORKSHOP AGENDA (adaptable for each particular situation) Understand Problem Create Solutions Ideation Ÿ Introduction to Ideation & techniques Ÿ Generate ideas, build up and blend ideas Ÿ Cluster and prioritize ideas Prototyping Ÿ Introduction to Prototyping Ÿ Prototyping of solutions Validation Ÿ Introduction to Validation Ÿ Iterate prototype Ÿ Presentation & feedback Wrap Up Ÿ Review / Feedback Kick-Off Ÿ Introduction, Team Forming Ÿ Overview and Introduction to Design Thinking Scoping Ÿ Intro to the Design Challenge Ÿ Completion of the Scoping 360° Research Ÿ Introduction to 360° Research Ÿ Sample techniques Ÿ Research Synthesis Ÿ Introduction to Synthesis Ÿ Storytelling & wall of data creation Participants: 2-4 multi-disciplinary teams - each consisting of 4-6 people – a mix of people from: end-users, line of business experts, developers, technology experts, suppliers, customers etc.
  • 34. What is the problem really? Typical tools used in Design Thinking workshop Stakeholder Map: shows the different possible stakeholders and their relation to the organization Persona: Emphathizes with the consumers or stakeholder to focus efforts Customer Journey Mapping: Identify opportunities for improvement. Needs & Insights: uncover the deeper goals and ways the customer or stakeholder wants to feel Synthesis: clustering, combining, categorizing and labeling, in order to simplify and prioritize.
  • 35. QUIZ What is innovation? Disruptive Breakout Sustaining Source: Clayton Christensen © 2014 SAP SE or an SAP affiliate company. All rights reserved. 35
  • 36. Workshop Objectives Purpose of workshop: to show you how ‘Design Thinking’ can help you create delightful customer experiences across your entire enterprise, and enable you to disrupt the markets you operate in. Success for us will be achieved if you are able to walk away with an appreciation of how ‘design thinking’ can be applied in reimagining your customers interaction with your brand across the entire customer journey. Agenda: slide only with an image • Welcome (Nicholas) Use this title • What to expect (Koert) • Design Thinking Circuit (Rahul) • Break (10min) • Personas & Customer Journey Mapping (Hiromi) • Wrap-up (Nicholas)