Innovative Design Thinking (Human Resource)

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HR Innovation Through

Design Thinking

Identify Persona’s Key

User Needs

Brainstorming

Get Feedback Showcase your

great idea

Craft “Need” Questions

Wiork out the ideas

User journey

How might we help Mrs Foo lead

a healthier lifestyle with her family?

• $5 billion to build and launch its infrastructure of satellites to provide worldwide wireless phone service

• Needed 66 satellites • Handset cost USD3K • Talk time was USD5/min • Only had 10,000 subscribers • USD 1.5 billion in debt • Bankrupt in 1999

Read more: http://content.time.com/time/specials/packages/article/0,28804,1898610_1898625_18 98640,00.html

IRIDIUM SATELLITE PHONE

But we do not always have the ability to innovate with a deep pockets. In a complex world with scarcity, we must have a break through strategy

• Seek Opportunity in Adversity • Do more with Less • Think & Act Flexibly • Keep it Simple • Include the Margin • Follow Your Heart

6 PRINCIPLES OF JUGAAD

• Join the 9 dots using 4 straight lines without lifting your pen from the paper

1st JUGAAD PRINCIPLE

Is there Opportunity in Adversity

2nd JUGAAD PRINCIPLE

How do we do More with Less?

E – Can we eliminate some elements of the current approach?

R – What are the reasons for the current approach

A – Are there alternatives to the current approach

3rd JUGAAD PRINCIPLE

Can you ACT and THINK flexibly?

• What is this Roman Number? • Add a line to make it a 6

4th JUGAAD PRINCIPLE

Where is the Margin

• Be as inclusive as you can – whatever , whoever

that was not considered before, think of them!

• Turn it UPSIDE down!

5th JUGAAD PRINCIPLE

6th JUGAAD PRINCIPLE

Follow your HEART

“The heart is the seat of passion, intuition and empathy”Radjou et al (2012)

6th JUGAAD PRINCIPLE

Follow your HEART

• Keep your customers at the centre

• Have the guts to give up your own ideas to

do what is right

• Test your intuitions to get rapid feedback

EI and Business Design

“ Visceral, behavioural, and reflective: These three very different dimensions are interwoven through

any design. It is not possible to have design without all three. But more important, note how these three

components interweave both emotions and cognition”

Donald Norman, Emotional Design, (2004:6)

Borrow ebook (from EBL site) • For smartphone/tablet: scan QR code • For PC: go to ELISER > Ebooks > Ebook

Library (EBL) • Download or read online • Unlimited loans at a time

THREE LEVELS OF DESIGN Visceral

• Physical features dominate • Sight, Sound, Feel

How do you know how to use a Product?

For the product to be used successfully, the user will need to have the same mental model as

that of the designer. The designer can only communicate via the

product – “system image” (Norman, 2004:76)

BEHAVIORAL DESIGN

System IMAGE

User’s Mental Model

Designer’s Conceptual

Model

BEHAVIORAL DESIGN IS ALLL ABOUT USE

“begins with understanding the user’s needs” Norman (2004:83)

REFLECTIVE DESIGN

• Culture • Memories • Messaging • Self Image

What you remember becomes long term customer experience

Is it just a Watch? “Swatch is an attitude, an approach to life, a way of seeing. The sight of a Swatch excites emotion. Wearing one is a way to communicate, to speak without speaking. Heart to heart”

http://www.swatch.com/zz_en/about/history.html

Three Levels of Design

Visceral design > Appearance Behavioural design > The pleasure and

effectiveness of use Reflective design > Self Image, personal

satisfaction, memories

EMOTIONAL PRODUCT DECONSTRUCT • X – BOX • Mini Cooper • Bento Box • Juicy Saliff • Google • EZ-Link Card • Singapore Airlines

Business Class Seat • TEO tea Strainer

In Teams of 4-5 students 1. Find out about one the

items on the left 2. Determine if they

exhibit any or all of the 3 levels of design

3. Explain how in a audio- visual presentation

4. You have XX Mins to be ready for your preso today

It’s your turn to ideate!

Step 1

Identify Persona’s Key User Needs

How might we

help Mrs Foo lead a healthier lifestyle

with her family?

6-steps Ideation Process

Step 2

Craft “Need” Questions

Step 3

Brainstorm- ing

Step 4

Cluster into Themes

Step 5

Improvise Ideas from Selected Theme

Step 6

Ideate Selected Idea in Details

Step 1 Identify Persona’s Key User Needs

Step 2 Craft “Need” Questions

Step 3 Brainstorming

Step 4 Cluster into

Themes

Step 5 Improvise Ideas from Selected Theme

Step 6 Ideate Selected Idea in Details

Need: To lead a healthier lifestyle with her family

Step 1 Identify key user needs that you want to focus on

6-steps Ideation Process

Step 1 Identify Persona’s Key User Needs

Step 2 Craft “Need” Questions

Step 3 Brainstorming

Step 4 Cluster into

Themes

Step 5 Improvise Ideas from Selected Theme

Step 6 Ideate Selected Idea in Details

Step 2 Craft a question based on the identified key user needs

6-steps Ideation Process

Need: To lead a healthier lifestyle with her family

How might we help Mrs Foo lead a healthier lifestyle

with her family?

Identify key user needs that you want to focus on

Identify Persona’s Key User Needs

Need: To lead

a healthier lifestyle with

her family

How might we help Mrs Foo lead a healthier lifestyle with her family so

that she can be stress free?

Craft a question based on the identified key user needs

Craft “Needs” Questions