IBM AsiaPacific partner conference May 2016
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The document discusses the application of design thinking as a method to enhance customer experience and transform sales processes through IBM's customer experience suite. It emphasizes the importance of empathy, creativity, and rationality in design, while highlighting the impact on various sectors such as manufacturing and organizational behavior. Additionally, it introduces EngageSuite, a SaaS solution aimed at providing a cost-effective platform for clients to leverage design thinking in their business transformations.
IBM AsiaPacific partner conference May 2016
- 1. Differentiationbydesign AP Social & Smarter Workforce Customer Experience by Design Thailand 26 May 2016
- 2. DifferentiationbydesignDifferentiationbydesign Focus Using design as a differentiator. Design Thinking to improve customer experience and change the sales paradigm. IBM Customer Experience Suite as a cost-effective SaaS model. A panacea for adoption.
- 3. Differentiationbydesign Design Thinking A Brief Introduction
- 4. DifferentiationbydesignDifferentiationbydesign What is Design Thinking? “A way to install customer-centricity and empathy to solve complex problems and a methodology to foster exploration and experimentation”. Mootee, 2012. “The application of integrative thinking of the tasks of resolving the conflict between reliability and validity, between exploitation and exploration, and between analytical thinking and intuitive thinking. Both ways require a balance of mastery and originality”. Martin, 2009. ““Design thinking is the way designers think: the mental processes that they use to design objects, services or systems, as distinct from the end result of elegant and useful products. Design thinking results from the nature of design work: a project-based work flow around ‘wicked’ problems ”. Dunne & Martin, 2006.
- 5. DifferentiationbydesignDifferentiationbydesign What is Involved? Empathy. The ability to understand and share the feelings of another. Creativity. The use of imagination or original ideas to create something Rationality. The quality or state of being reasonable, based on facts or reason Key Tenets
- 6. DifferentiationbydesignDifferentiationbydesign HUMAN VALUES (Desirability) BUSINESS (Viability) TECHNOLOGY (Feasibility) What Does it Impact? MANUFACTURING • Manufacturing Technology • Manufacturing Process • Supply Chain Mgt. • Rapid Prototyping ORGANISATIONAL BEHAVIOUR • Management & Teams • Human Resources • Organisational Dynamics • Negotiation DESIGN & INTERACTIVITY • Human Computer Interaction • Visual Thinking • Sustainable Design • Aesthetics & Form Design Innovation
- 7. DifferentiationbydesignDifferentiationbydesign What is the Process? Design4DigitalA combination of divergent and convergent thinking
- 10. DifferentiationbydesignDifferentiationbydesign How is it Used? Service Design Thinking Product Design Thinking BAC Partner’s Focus
- 11. DifferentiationbydesignDifferentiationbydesign Why Use Design Thinking? "When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. 31 Volts Service Design, 2008
- 12. DifferentiationbydesignDifferentiationbydesign Why use Design Thinking? Innovation defines the strategic fit and the motivation to change Technology, however great, ends up a function / feature shootout. The business model is largely the same. Enabling technologies are pivotal to bring the innovation to life TopDown BottomUp
- 13. DifferentiationbydesignDifferentiationbydesign Why Use Design Thinking? Breakthrough Technology is at our disposal. By designing & engineering it into a context (challenge or opportunity), true transformation & disruption occurs.
- 15. DifferentiationbydesignDifferentiationbydesign Price of Stagnation “Someone in a garage in California is polishing a bullet with your name on it!” Lethargic Agile Apathetic Passionate Content Ambitious Constrained Driven From To
- 16. DifferentiationbydesignDifferentiationbydesign Innovation: Nature or Nurture Innovation by Nature Innovation by Nurture
- 17. DifferentiationbydesignDifferentiationbydesign Prominent Design Thinkers USA UK NL DavidKester
- 18. DifferentiationbydesignDifferentiationbydesign BAC Partners’ Team Heico Wesselius. Partner, Strategic Design [email protected] Chris Hall. Managing Partner [email protected] Kartik Sharma. Partner, Digital Marketing [email protected]
- 19. Differentiationbydesign Alternative SaaS Solution Multi-tenanted IBM Customer Experience Suite
- 20. DifferentiationbydesignDifferentiationbydesign EngageSuite EngageSuite is a BAC Partner’s solution based on IBM’s Customer Experience Suite. The solution is a SaaS solution based on the IBM solution designed to host multiple tenants or Clients. If a client required sole occupancy, a single tenant solution can be provided.
- 21. DifferentiationbydesignDifferentiationbydesign What is EngageSuite WCM Portal FEB ESS Web Content Manager (WCM)1. Work Light Websphere Portal Forms Experience Builder Enterprise Social Software (Connections) Mobile RAD 1 Can optionally include Rich Media edition (DAM)
- 22. DifferentiationbydesignDifferentiationbydesign Why EngageSuite? Well-suited to cost-competitive situations. Purchase a tenant subscription and not an entire solution Focus solely on the application; infrastructure is a managed service with defined service levels Abstracted CRM connection engine for Websphere portal and FEB
- 23. DifferentiationbydesignDifferentiationbydesign BAC Partners’ Team Bill Chan. Partner, Digital Experience [email protected] Brice Mingant. Director, Architecture [email protected]
- 24. Differentiationbydesign Demonstration Subcontractor Portal on SaaS Customer Experience Suite
- 25. DifferentiationbydesignDifferentiationbydesign Channel Considerations Collaborate with BAC Partners to harness a Design Thinking Competence and create a business transformation offer Leverage our SaaS solution, Engage Suite, to create a point of value difference Let’s discuss!
Editor's Notes
- #4: Design thinking is a process for innovation in so far as that exists.
- #6: - Empathy – Customer centric – understand experience from a customer perspective – formerly known as “Human Centred Design” - Creativity – A process of innovation. Fostering an environment where creativity and lateral thinking is not stifled - Rationality – Quantitative and Qualitative analysis forms a basis upon which to innovate
- #7: - Venn diagram shows design innovation at the centre. - Requires ALL disciplines to intersect to be effective - Tech vendors are used to the RED - System Design focuses on the GREEN - BLUE is for organisational folk
- #8: D4D methodology Discover is analysis phase Define is pure creativity to generate ideas we prioritise Design takes ideas and refines them into work models Deliver constructs prototypes of the model and identifies the implementation
- #10: Journey map showing emotion
- #15: Schools kill creativity Industrial era design and approach Agility Flexibility Innovation skills drummed out of us