We all believe in creating fantastic experiences grounded in customer needs. But let’s face it—not all companies or leaders start from the same place. Our job is not only to create great experiences, but also to transform the mindset of our partners and our skeptics. How can we apply design principles of collaboration and experimentation to organizational change? Learn to infuse design thinking into every level of an organization. Presented at Delight 2016 by Evelyn Huang, Capital One http://delight.us/conference

1. Design as Change

3. Interested Invested Committed Engaged

4. Interested
Invested
Committed
Engaged

6. Credit Cards Banking Labs
Product Manager
Developer
Designer
Product Manager
Developer
Designer
Product Manager
Developer
Designer

7. Rewards team fully resourced with LOB support
Incubated business without proven results
Senior executive willing to take a gamble

8. Rewards team fully resourced with LOB support
Incubated business without proven results
Senior executive willing to take a gamble

9. LESSON
1
Go for low hanging fruit.

10. LESSON
2
Treat followers as your equals,
and ignore resisters.

11. teach capabilities
do project work

12. LESSON
3
Spread a mindset,
not a footprint.

13. Rip the brief Cluster topics
Primary
Research
Secondary
Research
Insights
Themes
OpportunityAreas
HMW
D
iverging
C
onverging
Designing the right thing
Ideation Evaluation
Ideas
Ideas
Build,test,iterate
Build,test,iterate
Build,test,iterate
Out
D
iverging
C
onverging
Designing things right

14. Teach tiny habits.
LESSON
4

16. Make sandwiches.
LESSON
5

18. xxxx xxxx xxxx

19. xxxx xxxx xxxx

20. LESSON
6
Use the culture you’ve got.

21. Build pyramid schemes.
LESSON
7

22. Don’t do anything illegal!!!
LESSON
8

23. Build pyramid schemes.
LESSON
7

24. Design
is a skillset
Design thinking
is a mindset

25. Change your physical environment.
LESSON
9

27. LESSON
10
Don’t forget yourself:
Get better at getting better.

28. Thank you
evelyn.huang@capitalone.com
@evelynjoyhuang