Lately I have taken part to lots of experiments to see how design thinking tools could work in a corporate. We will not talk here about the necessary change management and cultural gap bridging that has to be made in some organisation before even speaking about design which is still equal to aesthetics in some heads.
I am happy today to share with you the tools I have tested and which I think have a real value within a corporate. Those tools have been used in the field of B2B Service design.
Customer Journey Canva
One of my favourites. In most of corporate, contact with the customers has been lost through loads of processes and procedures. Customer Journey helps to give back the Service Culture and the voice of Customer to the organisation
One of my favourites, again. Goes very well with the Journey. It helped my teams to focus on the front and back office and help them to find some hidden issues with the Service they were developing. Priceless.
Works well to define the customer profile. However one should take care in the process of building it.
Refraiming is not so well know. It consists to take a step back and look how your customers interact with your products. Very useful as first step.
Certainly the most difficult tool to use « in light » in large coporate, usually reluctant to deploy « soft sciences ». However this tools is no more than observation, shooting your products and customers « live ». Can be done without calling it Ethnography if it causes troubles in your organisation. I have deployed it by putting video camera all around the place, filming the actions 7/7 24/24.
Creativity methods (I am a certified facilitator for almost 10 years now) , Assumption validations, A/B testing, World Cafe, Mind Mapping, Customer co-creation and pretotype using FabLabs capabilities are also some very interesting tools that works in corporate
I personally used each and every of the tools above, mostly with success. However I think that one shouldn’t underestimate the energy, the time and the knowledge necessary to apply them wisely and thus extracting from each of them the most valuable results. Thus please consider to hire a professional (choose it wisely also and compare performances and offers which are really different and of various qualities)
You want to share your experience about Design Thinking tools? Please leave a comment.