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Highlights of Design Thinking program held in Bangalore

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This presentation captures the highlights of the 2-day workshop on Design Thinking held in Bangalore on November 7-8.

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Vinay  Dabholkar,  Ph.D.   Raghu  Kolli   President,  Catalign  Innova5on  Consul5ng   Director,  Innova5on  Workshops      
Empathy:  Field  study  
Customer  Insights   People  didn’t  mind  wai5ng,  if  queue  moved  faster,  and  were  treated  well  at  the   end  of  the  wait.   When there are fewer customers, the service delivery was quick and efficient and surplus staff could have provided extra services. Customers increasingly relied on a person guiding them where to go or what to do next inspite of signs. Even a well equipped counter could not serve well because the queue system was dysfunctional.
Challenge  Defini5on  
Idea5on  
Prototyping  
Tes5ng   “The  experience  will  be  wonderful  if  such  a  system  was   implemented.  I  will  feel  relaxed  and  grab  a  chai  instead   of  wai5ng  here.  ”    -­‐  Mr.  Gowda   “The  experience  will  be  nice.  No  need  to  wait  in  the   queue  and  will  feel  relaxed.”  -­‐  Mr.  Narayana   “Will  help  me  be  present  at  the  counter  on  5me.”     -­‐  Mr.  Syed  Ismail  
Result SMS Token Service Your  token  no  is  22.  Currently   serving  no  7.  You  will  be  no5fed   when  there  are  only  two  more   before  your  turn.   Next step: Strategy and Pilot
Design  Thinkers  
What  we  Learned   •  “I am going to put myself in the user’s shoes while designing solutions; prototype possible designs and give options to the Users to choose.” - Srinivas •  “It will help me in re engineering and redesigning processes/ providing Innovative and simpler business solutions before Migrations.” - Krishna •  DT will help me in structured thinking, ideating plus implementing by prototyping and testing. It helps in scanning the core problem area with respect to people, process and technology and perform a complete radical thinking so we arrive at new school of ideas. So think better and make others think better too. –Veera •  “Good learning experience on solution validation in reality” - Jay •  “It is very important to make sure that our ideas are not constrained by our goals, whenever we apply design thinking to our work” - Koel
FACILITATORS Vinay Dabholkar Ph.D President, Catalign Innovation Consulting M: +91 994 575 7913 vinay@catalign.com www.catalign.com Raghu Kolli Director, Innovation Workshops +91 988 659 5252 raghu@innovationworkshops.in www.linkedin.com/in/kolli ©2012

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Highlights of Design Thinking program held in Bangalore

  • 1. Vinay  Dabholkar,  Ph.D.   Raghu  Kolli   President,  Catalign  Innova5on  Consul5ng   Director,  Innova5on  Workshops      
  • 3. Customer  Insights   People  didn’t  mind  wai5ng,  if  queue  moved  faster,  and  were  treated  well  at  the   end  of  the  wait.   When there are fewer customers, the service delivery was quick and efficient and surplus staff could have provided extra services. Customers increasingly relied on a person guiding them where to go or what to do next inspite of signs. Even a well equipped counter could not serve well because the queue system was dysfunctional.
  • 7. Tes5ng   “The  experience  will  be  wonderful  if  such  a  system  was   implemented.  I  will  feel  relaxed  and  grab  a  chai  instead   of  wai5ng  here.  ”    -­‐  Mr.  Gowda   “The  experience  will  be  nice.  No  need  to  wait  in  the   queue  and  will  feel  relaxed.”  -­‐  Mr.  Narayana   “Will  help  me  be  present  at  the  counter  on  5me.”     -­‐  Mr.  Syed  Ismail  
  • 8. Result SMS Token Service Your  token  no  is  22.  Currently   serving  no  7.  You  will  be  no5fed   when  there  are  only  two  more   before  your  turn.   Next step: Strategy and Pilot
  • 10. What  we  Learned   •  “I am going to put myself in the user’s shoes while designing solutions; prototype possible designs and give options to the Users to choose.” - Srinivas •  “It will help me in re engineering and redesigning processes/ providing Innovative and simpler business solutions before Migrations.” - Krishna •  DT will help me in structured thinking, ideating plus implementing by prototyping and testing. It helps in scanning the core problem area with respect to people, process and technology and perform a complete radical thinking so we arrive at new school of ideas. So think better and make others think better too. –Veera •  “Good learning experience on solution validation in reality” - Jay •  “It is very important to make sure that our ideas are not constrained by our goals, whenever we apply design thinking to our work” - Koel
  • 11. FACILITATORS Vinay Dabholkar Ph.D President, Catalign Innovation Consulting M: +91 994 575 7913 vinay@catalign.com www.catalign.com Raghu Kolli Director, Innovation Workshops +91 988 659 5252 raghu@innovationworkshops.in www.linkedin.com/in/kolli ©2012