1. Centricity by Design Jim Scully ThinkPlace Richard Foy Result 10
Level 13 Equinox House 111 The Terrace Wellington 6040
WELLINGTON | CANBERRA | SYDNEY | WASHINGTON DC | GHANA

2. How might we be authentic to our commitment to place the customer and citizen at the centre of everything we do?
Customer

3. How might we constantly calibrate our efforts to our customer realities so our good intentions are translated into tangible customer experience improvements in the world?

4. Brain Warmer
What does being customer centric mean to you?

5. from a user’s/customer’s perspective
Is this it?
Optimise where the balance is struck
IDEOs frontman Tim Brown (2009) is talking about moving away
from ‘reliability’ towards instead ‘viability’ and at the same time striking a perfect balance of
desirability, feasibility/possibility (referring to technology) and viability of products and businesses. By viability
he means ‘what is likely to become part of a sustainable business model’. While the business
model and business perspective is mentioned by Brown it is treated as a part of the product or
service development and depending heavily on that. There is no attempts to work with the
business model in a designerly way.
What’s desirable?
from a user’s/customer’s perspective

6. Principle 7 OPTIMISE DESIRABILITY, POSSIBILITY & VIABILITY
What’s desirable?
from a user perspective
What’s possible?
from a technology and legal perspective
What’s viable?
from a business / government perspective
IDEOs frontman Tim Brown (2009) is talking about moving away
from ‘reliability’ towards instead ‘viability’ and at the same time striking a perfect balance of
desirability, feasibility/possibility (referring to technology) and viability of products and businesses. By viability
he means ‘what is likely to become part of a sustainable business model’. While the business
model and business perspective is mentioned by Brown it is treated as a part of the product or
service development and depending heavily on that. There is no attempts to work with the
business model in a designerly way.

7. Customer Goal and Public Value Customer with need or obligation
The Experience Maze
Customer Goal and Public Value
Customer with need or obligation
IDEOs frontman Tim Brown (2009) is talking about moving away
from ‘reliability’ towards instead ‘viability’ and at the same time striking a perfect balance of
desirability, feasibility/possibility (referring to technology) and viability of products and businesses. By viability
he means ‘what is likely to become part of a sustainable business model’. While the business
model and business perspective is mentioned by Brown it is treated as a part of the product or
service development and depending heavily on that. There is no attempts to work with the
business model in a designerly way.
Optimise where the balance is struck

9. The Approach
DEFINE OUTPUT
RESEARCH
DEVELOP
PRESENT

10. Design Diamond (ThinkPlace)
Diverge
Converge
EXPLORE INNOVATE
EVALUATE
DEFINE INTENT
DISCOVER
FRAME
FORMULATE

11. Innovation Impact Horizons
© ThinkPlace 2012

13. Sydney Trains

14. Professor Vijay Kumar’s Design Innovation Process

15. Sydney Trains

17. define the problem

18. Define

19. Creating a better experience

20. Professor Vijay Kumar’s Design Innovation Process

21. Creating a better experience

22. Charlotte first report

23. Professor Vijay Kumar’s Design Innovation Process

28. Professor Vijay Kumar’s Design Innovation Process

30. Build innovation around experience Prof. Vijay Kumar
Interactions
User Journey
Service
Users
Channels
Roles
Processes
Information systems/tools
Information
Legislation
Sociocultural norms and beliefs

31. Minnesota was the home of A solution without a problem…

32. Minnesota mining and minerals – 3M
Marilyn Post-it Note mural. From BuzzFeed

33. Contact Jim Scully
P |
Level 13 Equinox House 111 The Terrace Wellington 6040
WELLINGTON | CANBERRA | SYDNEY | WASHINGTON DC | GHANA