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Centricity by Design Jim Scully ThinkPlace Richard Foy Result 10

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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

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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

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13 Sydney Trains

14 Professor Vijay Kumar’s Design Innovation Process

15 Sydney Trains

16

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

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28 Professor Vijay Kumar’s Design Innovation Process

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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


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