Customer Co-CreationBoston Design Thinking Meetup

2/29/2016 Blue Cross Blue Shield MA

Fall in Love with the Problem

Steps in Design Thinking

Empathy

Define

IdeatePrototype

Test

Prototype as if you know you’re right, but test as if you know you’re wrong.

High Five Everyone

Make Everyone Happy

Ambiguous Problem

Complex Problem

Ambiguous Problem

Complex Problem High Five Everyone

Ambiguous Problem

Complex Problem

Make Everyone Happy

High Five Everyone

Ask questions… Tell Stories…

Then switch

Interview your partner

What do you dislike the most about your device or the app you use the most?

What do you love the most…?

Remember to take notes

Dig Deeper… Ask “Why”…

Emotion Drives Behavior

Look for those emotional triggers and ask Why are they important…

…ask Why again…

Design a Take-out App

Or

Design a Take-out AppYou will have 8 minutes to design an app with your partner

You will find a new partner and test your app for 5 minutes

You will find a new partner and test your app AGAIN for 3 Minutes

Then switch

Design your app Together

Then switchThen switch

Test & Revise your Prototype

Then switch

Test & Revise your Prototype

Then switch

User Testing Party

User Testing PartyEveryone gets a job: Facilitator, Note-taker or User

Facilitator and Note-taker will trade prototypes

The Users will provide feedback on the prototypes created by the Note-taker, while the Facilitator leads the Test

After 8 minutes everyone gets a new job

Facilitator

Note-taker (no talking)

User User

Note-taker’s Prototype

Then switch

Listen and gather feedback

…So, what just happened?