delight 2016 | design as change — evelyn huang

Design as Change

Interested Invested Committed Engaged

Interested

InvestedCommitted

Engaged

Credit Cards Banking Labs

Product Manager

Developer

Designer

Product Manager

Developer

Designer

Product Manager

Developer

Designer

Rewards team fully resourced with LOB support

Incubated business without proven results

Senior executive willing to take a gamble

Rewards team fully resourced with LOB support

Incubated business without proven results

Senior executive willing to take a gamble

LESSON

1

Go for low hanging fruit.

LESSON

2

Treat followers as your equals,and ignore resisters.

teach capabilities

do project work

LESSON

3

Spread a mindset,not a footprint.

Rip the brief Cluster topics

PrimaryResearch

SecondaryResearch

Insi

ghts

Them

es

Opp

ortu

nity

Are

as

HM

W

Divergi

ngConverging

Designing the right thing

Ideation Evaluation

Ideas

Ideas

Build

, tes

t, ite

rate

Build

, tes

t, ite

rate

Build

, tes

t, ite

rate

Out

Divergi

ngConverging

Designing things right

Teach tiny habits.

LESSON

4

Make sandwiches.

LESSON

5

xxxx xxxx xxxx

xxxx xxxx xxxx

LESSON

6

Use the culture you’ve got.

Build pyramid schemes.

LESSON

7

Don’t do anything illegal!!!

LESSON

8

Build pyramid schemes.

LESSON

7

Designis a skillset

Design thinkingis a mindset

Change your physical environment.

LESSON

9

LESSON

10

Don’t forget yourself: Get better at getting better.

Thank you

evelyn.huang@capitalone.com@evelynjoyhuang