Besides Design Thinking coach, I am also Project Manager at Product Support of SAP Labs Latin America. Since 2013, I have had many opportunities to implement DT techniques in my projects and run DT sessions in initiatives outside of my Line of Business, but I have never had a chance to run an entire DT project in my own Management Area (IS-AFS, ERP MM and SRM). I mean, a project from the scratch to the end, going through all phases of DT methodology.
This year, this history changed. For the first time, I am leading a DT project with my direct co-workers and this experience is amazing. Spirit of cooperation in our team is growing up so fast: engagement, teamwork, people are helping each other like never before.
Concept:
- 6-weeks (extended to 8) of DT project
- working in small cells to explore our core deliverables and new/different ways to provide support to our customers – focus on customer satisfaction and customer incident deflection
- after testing/running one prototype/pilot, people are replaced and a new cell is created to move on exploring a different topic
Steps:
Week1:
- Understanding: creative reframing and research guide preparation
- Observing: run interviews with local and global stakeholders
Week 2:
- Point-of-view: storytelling
- Ideate: Silent Brainstorming, Sharing of ideas, Clustering, Brainstorming, Matrix 2×2 (easy implementation x impact) and Voting
- Prototyping: Game Plan or Action Plan
Week 3, 4 and 5:
- Testing: execute Game Plan or Action Plan
- Check-point meetings: adjust prototype, if required
Week 6:
- Closure: capture results and collect feedback (feedback grid)
- Chose new cell members and next topic to be explored
Our pilot cells are bringing very positive results along 2015. Finally, I am able to contribute to my own area as DT coach adding value to our daily job: home sweet home.
Kind Regards,
Fábio Almeida – DT Coach at SAP Labs Latin America