DIGITAL FIRST™ BUSINESS
Consultare
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tare Consultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
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  • CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
  • CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
  • EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
  • EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
  • KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
Exonomy
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my The Innovation and incubation division foraying into digital technologies and products in the experience economy (exonomy). Explore More
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  • ABOUT GIFTCART.COM With huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more.
    Visit www.giftcart.com
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SS The anatomy of Virtuos Business — Consultare: Consulting Services; and Exonomy: The Experience Economy Business. Explore More
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ny Company with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before. Explore More
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  • ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
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Design Thinking

A VIEW OF DESIGN THINKING FOR DIGITAL TRANSFORMATION

Key Issues

What Is Design Thinking?1How Do You Do Design Thinking?2Where Can You Begin?3

Design Thinking Has a Simple Premise

If I focus on people
Observe them in context
Can find what they need
  • Behaviors — what are they doing?
  • Motivation — why are they doing it?
  • Outcomes — what are they trying to achieve?
  • Ecosystem — what is the network of relationships?

Design Thinking Combines Analysis and Intuition

"Design thinking is a human centered and collaborative approach to problem solving, using a designed mindset to solve complex problems."

Tim Brown
(British Industrial Designer and President of Ideo)

Traditional vs. Design Thinking

  • TRADITIONAL THINKING
  • Flawless planning
  • Avoid failure
  • Rigorous analysis
  • Presentations
  • Arm's length customer research
  • Periodic
  • Thinking
  • DESIGN THINKING
  • Enlightened trial and error
  • Fail fast
  • Rigorous testing
  • Lightweight experiments
  • Deep customer immersion
  • Continuous
  • Doing

Key Issues

What Is Design Thinking?1How Do You Do Design Thinking?2Where Can You Begin?3

Design Thinking Has Five Stages

Design Thinking Integrates People,
Technology and Business

Design Thinking Is Based on Six Mindsets

Design and Develop Solutions

Empathy

Engineering must have empathy (EQ) to design and develop solutions that customers love.

Improve Customer Experience

Show, Don’t tell

Bring ideas to life by showing the big picture. Don’t tell customers what you will do, instead, show.

Preparation for Success

Experiment

Iteration is nothing but preparation for success. Create prototypes to gauge peoples’ reactions.

Voice of Customer

Mindfulness

Pay attention to surroundings, and develop attention span by having the time and space.

Action Oriented

Action-Oriented

Agility is integral to design. There’s a need to reach and interact with customers in more ways than ever.

Collaboration

Collaboration

Happiests Team culture with elements such as communication, support, problem solving and sharing.

Doctors Wanted to Use the Latest Technology

Initial ideas:

  • Review observations and patient condition
  • Order additional tests and treatments
  • Adjust medications
  • Be able to do all this anywhere, anytime

Observed a Doctor’s Typical Day

Patient Visits

Surgery

Clinics

Created the Customer Experience Map

Mapped the Patient-Centric Ecosystem

Developed an Initial Prototype

  • Robust multifactor security
  • Basic functionality — observations, messaging, tests, treatment plans
  • Easy-to-use, simple interfaces
  • Release to a small group of pilot doctors

Iterate to Learn, Evolve and Test the Design

Key Issues

What Is Design Thinking?1How Do You Do Design Thinking?2Where Can You Begin?3

Build a Collaborative Cross-Functional Team

Cross Functional Team Diagram

Start Small and Grow

Start Small and Grow Diagram

"There's no shortage of remarkable ideas what's missing is the will to execute them."

Seth Godin
(Author and Entrepreneur)

Recommendations

  • Do not start by looking at the IT systems. Identify customer journey moments delivering the highest value for customers and your business. 1
  • Treat customer engagement hub as a multiyear technology and process initiative.2
  • Find executive sponsorship and owner of the project and break organization barriers.3
  • Question, assess and then match the speed of response to the specific requirements of the business activity by determining the right time for every decision. 4
  • Acquire or develop the skills necessary to implement real-time continuous intelligence.5
  • Prepare for extensive system integration of products from multiple vendors to achieve business value. 6