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© Operational Excellence Consulting. All rights reserved.
This presentation is a collection of PowerPoint diagrams and
tem...
© Operational Excellence Consulting. All rights reserved. 2
Contents
1. Five Modes of Design Thinking
2. Business Model Ca...
© Operational Excellence Consulting. All rights reserved. 3
The Five Modes of Design Thinking is a human-centered, creativ...
© Operational Excellence Consulting. All rights reserved. 4
The Business Model Canvas consists of nine generic building bl...
© Operational Excellence Consulting. All rights reserved. 5
Description of the nine building blocks of the Business Model ...
© Operational Excellence Consulting. All rights reserved. 6
The Value (Proposition) Map describes the features of a specif...
© Operational Excellence Consulting. All rights reserved. 7
The Customer (Segment) Profile describes the specific customer...
© Operational Excellence Consulting. All rights reserved. 8
HCD is a process that starts with the people you are designing...
© Operational Excellence Consulting. All rights reserved. 9
ILLUSTRATIVEPersona
A Persona is a description of a fictional ...
© Operational Excellence Consulting. All rights reserved. 10
Customer
Actions
Activity Phase
Touchpoints
Thinking
Feeling
...
© Operational Excellence Consulting. All rights reserved. 11
An Empathy Map is a tool to help you synthesize your observat...
© Operational Excellence Consulting. All rights reserved. 12
Description of the components of an Empathy Map
WHAT DOES SHE...
© Operational Excellence Consulting. All rights reserved. 13
ILLUSTRATIVEDesign Brief
A Design Brief is a statement of int...
© Operational Excellence Consulting. All rights reserved. 14
A Point of View (POV) helps to reframe a design challenge int...
© Operational Excellence Consulting. All rights reserved. 15
Stakeholder Map of an IT Project
ILLUSTRATIVE
Derrick
(Design...
© Operational Excellence Consulting. All rights reserved. 16
The Context Map is a tool and document to represent complex f...
© Operational Excellence Consulting. All rights reserved. 17
An Opportunity Map helps to identify saturation of competitor...
© Operational Excellence Consulting. All rights reserved. 18
ILLUSTRATIVE
High Benefit
Difficult to
Implement
More comfy s...
© Operational Excellence Consulting. All rights reserved. 19
Support
Tools
Motivations
Way of
Assessment
Way of
Learning
R...
© Operational Excellence Consulting. All rights reserved. 20
Observer’s note on feedback of Phone A
Customer profile / bac...
© Operational Excellence Consulting. All rights reserved. 21
Evaluation Criteria Prototype A Prototype B Prototype C Proto...
© Operational Excellence Consulting. All rights reserved. 22
Divergent & Convergent Thinking are methods to explore and va...
© Operational Excellence Consulting. All rights reserved. 23
The Five Whys is an iterative interrogative technique used to...
© Operational Excellence Consulting. All rights reserved. 24
The six sources of variability in a process or system are use...
© Operational Excellence Consulting. All rights reserved.
About
Operational Excellence Consulting
© Operational Excellence Consulting. All rights reserved. 26
About Operational Excellence
Consulting
• Operational Excelle...
© Operational Excellence Consulting. All rights reserved.
To download this presentation,
please visit us at:
www.oeconsult...
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Design Thinking Frameworks

This presentation is a compilation of PowerPoint descriptions and diagrams used to convey 20 different Design Thinking frameworks and models. (Please note that the materials are meant to be used to supplement your own business or classroom presentations. These slides may not be complete for instructional purposes.)

FRAMEWORKS/MODELS INCLUDE:

1. Five Modes of Design Thinking
2. Three Lenses of Human-Centered Design (HCD)
3. Business Model Canvas
4. Persona
5. Customer Journey Map
6. Empathy Map
7. Design Brief
8. Point of View
9. Stakeholder Map
10. Context Map
11. Opportunity Map
12. Prioritization Map
13. Affinity Map
14. Ideas Evaluation Matrix
15. Storyboards
16. Prototype Evaluation Matrix
17. User Feedback Template
18. Divergent & Convergent Thinking
19. Five Whys
20. Cause & Effect Analysis

To download the complete presentation, visit:
http://www.oeconsulting.com.sg

Design Thinking Frameworks

  1. 1. © Operational Excellence Consulting. All rights reserved. This presentation is a collection of PowerPoint diagrams and templates used to convey 22 different Design Thinking frameworks and models. Design Thinking Frameworks Diagrams & Templates of Design Thinking Frameworks & Models
  2. 2. © Operational Excellence Consulting. All rights reserved. 2 Contents 1. Five Modes of Design Thinking 2. Business Model Canvas 3. Value Proposition Map 4. Customer Segment Profile 5. Three Lenses of Human-Centered Design (HCD) 6. Persona 7. Customer Journey Map 8. Empathy Map 9. Design Brief 10. Point of View 11. Stakeholder Map 12. Context Map 13. Opportunity Map 14. Prioritization Map 15. Affinity Map 16. Ideas Evaluation Matrix 17. Storyboards 18. Prototype Evaluation Matrix 19. User Feedback Template 20. Divergent & Convergent Thinking 21. Five Whys 22. Cause & Effect Analysis NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: http://www.oeconsulting.com.sg
  3. 3. © Operational Excellence Consulting. All rights reserved. 3 The Five Modes of Design Thinking is a human-centered, creative problem-solving process of discovery, ideation and experimentation Five Modes of Design Thinking Learn about the audience for whom you are designing, by observation and interview. Who is my user? What matters to this person? Create a point of view that is based on user needs and insights. What are their needs? Brainstorm and come up with as many creative solutions as possible. Wild ideas encouraged! Build a representation of one or more of your ideas to show to others. How can I show my idea? Remember: A prototype is just a rough draft! Share your prototyped idea with your original user for feedback. What worked? What didn’t? Empathize Define Ideate Prototype Test
  4. 4. © Operational Excellence Consulting. All rights reserved. 4 The Business Model Canvas consists of nine generic building blocks for developing new or documenting existing business models Business Model Canvas Key Partners Key Activities Value Proposition Customer Relationships Customer Segments Key Resources Channels Cost Structure Revenue Streams  What are our Key Partners?  Who are our Key Suppliers?  Which Key Resources are we acquiring from partners?  Which Key Activities do partners perform?  What Key Activities do our Value Propositions require?  Our Distribution Channels?  Customer Relationships?  Revenue Streams?  What do we deliver to the customer?  Which one of our customer’s problems are we helping to solve?  What bundles of products and services are we offering to each Customer Segment?  Which customer needs are we satisfying?  What type of relationships does each of our Customer Segment expect us to establish and maintain with them?  Which ones have we established?  How are they integrated with the rest of our business model?  How costly are they?  For whom are we creating value?  Who are our most important customers?  What Key Resources do our Value Propositions require?  Our Distribution Channels?  Customer Relationships?  Revenue Streams?  Through which Channels do our Customer Segments want to be reached?  How are we reaching them now?  How are our Channels integrated?  Which ones worked best?  Which ones are most cost- efficient?  How are we integrating them with customer routines?  What are the most important costs inherent in our business model?  Which Key Resources are most expensive?  Which Key Activities are most expensive?  For what value are our customers really willing to pay?  For what do they currently pay?  How are they currently paying?  How would they prefer to pay?  How much does each Revenue Stream contribute to overall revenues? Source: www.businessmodelgeneration.com
  5. 5. © Operational Excellence Consulting. All rights reserved. 5 Description of the nine building blocks of the Business Model Canvas Business Model Canvas Building Block Description 1 Customer Segments The Customer Segments Building Block defines the different groups of people or organizations an enterprise aims to reach and serve 2 Value Propositions The Value Propositions Building Block describes the bundle of products and services that create value for a specific Customer Segment 3 Channels The Channels Building Block describes how a company communicates with and reaches its Customer Segments to deliver a Value Proposition 4 Customer Relationships The Customer Relationships Building Block describes the types of relationships a company establishes with specific Customer Segments 5 Revenue Streams The Revenue Streams Building Block represents the cash a company generates from each Customer Segment (costs must be subtracted from revenues to create earnings)
  6. 6. © Operational Excellence Consulting. All rights reserved. 6 The Value (Proposition) Map describes the features of a specific value proposition in terms of products and services, pain relievers and gain creators Value Map This is a list of all the Products and Services a value proposition is built around. Pain Relievers describe how your products and services alleviate customer pains. Gain Creators describe how your products and services create customer gains. Source: Adapted from Strategyzer
  7. 7. © Operational Excellence Consulting. All rights reserved. 7 The Customer (Segment) Profile describes the specific customer segment in your business model in terms of jobs, pains and gains Customer Profile Pains describe bad outcomes, risks and obstacles related to customer jobs. Customer Jobs describe what customers are trying to get done in their work and in their lives, as expressed in their own words. Gains describe the outcomes customers want to achieve or the concrete benefits they are seeking. Source: Adapted from Strategyzer
  8. 8. © Operational Excellence Consulting. All rights reserved. 8 HCD is a process that starts with the people you are designing for and ends with new solutions that are tailor-made to suit their needs Experience Innovation Emotional Innovation  Brands  Relationships  Marketing People (desirability) Business (viability) Technology (feasibility) Design Thinking Functional Innovation Process Innovation Start here Three Lenses of HCD
  9. 9. © Operational Excellence Consulting. All rights reserved. 9 ILLUSTRATIVEPersona A Persona is a description of a fictional person that represents one target customer segment that you are developing a product/service for Name: Harry Smith, 36 Profile / Lifestyle Characteristics  Lawyer, single  Likes to play golf once a week  Owns an apartment in London  Ambitious  Knowledgeable  Financially savvy Goals / Ambitions Behaviors / Habits  Wants to invest money for his retirement  Aiming for promotion to Senior Counsel later this year  Impatient  Prim and proper  Don’t take no for an answer Fears / Challenges Influencers & Activities  Not working well with colleagues  Unable to find time with family  Uncle, who is also a lawyer  Golf
  10. 10. © Operational Excellence Consulting. All rights reserved. 10 Customer Actions Activity Phase Touchpoints Thinking Feeling Backend Processes Enter Starbucks Find Seat Buy Coffee Wait for Coffee Drink Coffee Customer Journey Mapping is a method of documenting and visualizing the experiences the customers have with your organization with the intention of improving these interactions Customer Journey Mapping ILLUSTRATIVE Look at café surroundings Entrance / Posters / Signages  Am I entering the right place?  Is the air-con cold enough? Walk towards counter Café space  Can I find seats?  Is there a long queue? Queue at the counter to be served Ordering Counter / Wall Menu Display  Which coffee do I want?  How much does it costs? Payment process (cash / membership card / mobile app) Seat at the table Seat  Is the seat taken?  Coffee done just right. Yummy!  Clearing the tables Wait at the counter Collection Counter  How long do I have to wait?  Is the coffee order correct? Brew the coffee + -
  11. 11. © Operational Excellence Consulting. All rights reserved. 11 An Empathy Map is a tool to help you synthesize your observations about your customer segment and draw out unexpected insights What does the person THINK & FEEL? Customer What really counts Major preoccupations Worries and aspirations What does the person HEAR? What friends say What boss says What influencers say What does the person SEE? Environment Friends What the market offers What does the person SAY & DO? Attitude in public Appearance Behavior towards others PAIN Fears Frustrations Obstacles GAIN Wants/Needs Measures of success Prestige Empathy Map Source: XPLANE
  12. 12. © Operational Excellence Consulting. All rights reserved. 12 Description of the components of an Empathy Map WHAT DOES SHE SEE? DESCRIBE WHAT THE CUSTOMER SEES IN HER ENVIRONMENT  What does it look like?  Who surrounds her?  Who are her friends?  What types of offers is she exposed to daily (as opposed to all market offers??  What problems does she encounter? WHAT DOES SHE HEAR? WHAT DOES SHE REALLY THINK & FEEL? DESCRIBE HOW THE ENVIRONMENT INFLUENCES THE CUSTOMER  What do her friends say?  Who really influences her, and how?  Which media channels are influential? TRY TO SKETCH OUT WHAT GOES ON IN YOUR CUSTOMER’S MIND  What is really important to her (which she might not say publicly)?  Imagine her emotions. What moves her?  What might keep her up at night?  Try describing her dreams and aspirations Empathy Map
  13. 13. © Operational Excellence Consulting. All rights reserved. 13 ILLUSTRATIVEDesign Brief A Design Brief is a statement of intent on behalf of the project team which defines the problem statement, objective and scope DESIGN BRIEF User Perception / Feedback  Daniel needs a fast and efficient way to track his health and fitness  He runs/swims often and does not like to carry a phone while running/swimming Problem Statement (Point of View)  User could not track his health and fitness while running/swimming Design Goal / Objective (How Might We)  How might we design a convenient and hands-free health and fitness tracking device for running/swimming? Design Requirements Our product / service should…  Track health and fitness while doing activity  Lightweight  Waterproof / Sweat-proof  Impact proof  Convenient to use / Hands-free
  14. 14. © Operational Excellence Consulting. All rights reserved. 14 A Point of View (POV) helps to reframe a design challenge into an actionable problem statement that will launch the design team into generative ideation Point of View (POV) _______ needs to ________ because _______ [user] [user’s need] [insight]
  15. 15. © Operational Excellence Consulting. All rights reserved. 15 Stakeholder Map of an IT Project ILLUSTRATIVE Derrick (Design Agency) Frank (IT Implementor) Vendors / Influencers External stakeholders Project team TBD (Steering Committee Members) TJ (Knowledge Panel) Henry (E-business) Calvin (Sales Team Lead) Grace (Legal/Compliance) Amanda (Marketing) Danny (Designer) Joyce (User PM) David (IT PM) Vendors / Influencers Stakeholder Map A Stakeholder Map is a tool which documents the key stakeholders and their relationship Shawn (Design Agency) CH Tan (IT Systems Integrator)
  16. 16. © Operational Excellence Consulting. All rights reserved. 16 The Context Map is a tool and document to represent complex factors affecting the organization or the design of the product or service Context Map ILLUSTRATIVE Context Map of Motion Sensor that detects when an elderly person falls Target users / User needs Technology factors  Elderly, aged 65 and above  Living alone at home  Needs immediate attention or help if a fall happens  Children or elderly wants to be notified immediately  Existing technology of motion related sensors  To connect remotely via app related devices Business factors Trends Uncertainties  No current competitors  Aging society  Rise in affluent silver generation  Increase in one-person living household  Adoption rate of the elderly  Modification of house required?  Execution of the service Other questions?  Any support from government and social enterprises, e.g. subsidy
  17. 17. © Operational Excellence Consulting. All rights reserved. 17 An Opportunity Map helps to identify saturation of competitors or areas of opportunities Opportunity Map Opportunity Map of Nail Salons in LA Retail Exclusive Salon A Salon B Salon C Salon D Salon H Salon I Salon E Salon F Salon G Area of opportunity Mass Home-based ILLUSTRATIVE
  18. 18. © Operational Excellence Consulting. All rights reserved. 18 ILLUSTRATIVE High Benefit Difficult to Implement More comfy seats Easy to Implement Low Benefit Improve Restaurant’s Customer Experience Customer service training for all staff New sound system Mobile payment system iPad ordering system Drones serving food CRM system Do it now! Parking lot Discard Prioritization Map A Prioritization Map allows you to map your ideas based on the ease of implementation against the level of benefit to users
  19. 19. © Operational Excellence Consulting. All rights reserved. 19 Support Tools Motivations Way of Assessment Way of Learning Random Post-Its of ideas Categorize and group the ideas Reward-based Flexible Timing Gamification iPads Peer Coaching Project- based Competency instead of Test On the Job Learning Testimonies from Successful Leaders Wikipedia Focus on Teamwork Wikipedia iPadsFlexible Timing Gamification Testimonies from Successful Leaders Peer Coaching Project- based On the Job Learning Reward-based Competency instead of Test Focus on Teamwork Ideas to Facilitate Classroom Learning ILLUSTRATIVE An Affinity Map is a method that allows you to analyze and organize your ideas by discovering relationships to develop a design direction based on affinities among your ideas Affinity Map
  20. 20. © Operational Excellence Consulting. All rights reserved. 20 Observer’s note on feedback of Phone A Customer profile / background  Harry Smith, 36  Lawyer, single Pros of concept / prototype Cons of concept / prototype  Could turn on Phone A easily  Attracted by the colors  Commented on the ease of the buttons  Pleased with the features included in Phone A  Confused by the user interface for settings  Frowned at the price of Phone A  Commented that the size of Phone A is too big for his pocket Any other feedback  Asked if there is any problem if he wants to switch to Phone A from his existing phone ILLUSTRATIVEUser Feedback A User Feedback template is a useful tool for the documenting of experiences that a user has with a product or service
  21. 21. © Operational Excellence Consulting. All rights reserved. 21 Evaluation Criteria Prototype A Prototype B Prototype C Prototype D Functionality Cost Too expensive for all users Aesthetics Most users like the neutral colors Julie is attracted by the bright colors Usability All users think it is simple Easy to understand Maintenance Johnny feels this is not durable Others User manual is easy to understand Achieved product objectives ILLUSTRATIVEPrototype Evaluation Matrix Prototype Evaluation Matrix
  22. 22. © Operational Excellence Consulting. All rights reserved. 22 Divergent & Convergent Thinking are methods to explore and validate various ideas for the purpose of meeting a target customer’s needs Divergent & Convergent Thinking Empathize Define Ideate Prototype Test Divergent Convergent Divergent Convergent
  23. 23. © Operational Excellence Consulting. All rights reserved. 23 The Five Whys is an iterative interrogative technique used to determine the root cause of a problem by repeating the question “Why?” Why? Answer 1 Why is there oil on the floor? Oil leaks from the cylinder rod when activated. 2 Why did oil leak? The O-ring was cut. 3 Why was the O-ring cut? The rod was flawed. 4 Why was the rod flawed? Dirt in the oil abrades the rod. 5 Why did dirt get in the oil? There are holes and gaps on the upper plate of the tank. Five Whys ILLUSTRATIVE
  24. 24. © Operational Excellence Consulting. All rights reserved. 24 The six sources of variability in a process or system are used to understand root causes (Manufacturing) Manpower Methods Machines (or Equipment) Measurement Output Materials (or Information) Environment Causes Effect Cause & Effect Diagram (Manufacturing)
  25. 25. © Operational Excellence Consulting. All rights reserved. About Operational Excellence Consulting
  26. 26. © Operational Excellence Consulting. All rights reserved. 26 About Operational Excellence Consulting • Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. • The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. • OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg
  27. 27. © Operational Excellence Consulting. All rights reserved. To download this presentation, please visit us at: www.oeconsulting.com.sg END OF PARTIAL PREVIEW

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