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