Invited speech at the Front End of Innovation Europe in London, UK on 14 June, 2017. A short introduction of empathy in design thinking for systems and a few case studies of application.

1. Craig Damlo
June 13-15, 2017 – Front End of Innovation – Europe
Design Thinking for
Systems Innovation

2. Design Thinking
Process
Observe
&
Understand
Ideate
&
Refine

3. People who design products are experts
cursed by their knowledge, and they can’t
imagine what it’s like to be as ignorant as
the rest of us.
Chip Heath
Made to Stick

4. Empathize - Who & What
✤Touches
✤Selects
✤Repairs
✤Interacts

5. Empathize - How
✤Builders
✤Systems
✤Operators
✤Passengers

6. Define - Baseline
✤RFI
✤RFQ
✤SCD
✤Standards
✤Regulations

7. Define - Deeper
✤Empathy Maps
✤Empathy Profiles
✤Storyboards

8. Case Study
๏Oxygen Cylinder/Valve Assembly
๏747-8 Oxygen Supply

9. System Requirements
๏Lighter-weight system
๏Open/closed indication

10. Open/Closed
๏Old system had an indication
๏Planes were taking off with
valves closed

11. Who Touches It
๏Machinists – Initial Installation
๏Engineering – Certification
๏Mechanics – Field Operations
๏Inspectors – Field Operations

12. System Empathy Tool

13. Working Conditions
๏Factory
๏Well lit
๏Climate-controlled
๏Field
๏Not well lit
๏Not climate-controlled
๏In Use
๏No interaction

14. Initial Concepts

15. Installation Location
๏Side wall
๏Floor panels
๏Ceiling panels

16. Final Concept

17. Final Product
๏Glove friendly
๏270O visibility
๏20 pounds of weight
savings: 280 pounds
per shipset

18. Case Study
๏Portable Oxygen Mask Packaging
๏Used Across All Fleets

19. No Requirements
๏Problem found from interactions
with flight attendants
๏Further investigation with operators

20. Patent Issued

21. Don’t make airplanes for
the requirements.
Make them for the people who
design them, build them,
maintain them, operate them,
and fly in them.

22. Thank you.
Any questions?
https://www.linkedin.com/in/craigdamlo