workshop: invest time and resources for optimal user …profitability) feasibility (technical)...

Copyright © 2015 Oracle and/or its affiliates. All rights reserved.

Workshop: Invest Time and Resources for Optimal User Adoption

Phil Freegard Head of Digital Transformation Practice Infosys Management Consulting


• Introduction

• Practical exercise (approx 60 mins) – Introduction

– Fastaff overview from Cynthia Bynum

– User interview – Phil & Cynthia

– Personas

– Ideation

– Prototyping & testing

• Oracle Sales Cloud demonstration – by Thomas Quigley and Wendy Bales, Oracle (15 mins)

• User adoption case study – Atradius presented by Rupinder Kahlon, Infosys (15 mins)

Agenda


The key question is: How can we reimagine the sales process for Fastaff (as this will help to increase user adoption)


By the end of this session we will have:

• Ideas for how we can improve the sales process (and generate ideas for Oracle Sales Cloud)

• Prototypes that we can test


A Design Thinking approach 5

DESIRABILITY (emotional)

VIABILITY (profitability)

FEASIBILITY (technical)

Emotional Innovation Experience

Innovation

Process Innovation

• Brands • Relationship

s • Marketing

Design Thinking: • Assists creative solutions

• Is good with poorly defined problems

• Is Customer centric and iterative

• Encourages experimentation and prototyping

• Is not always the right approach

Technology Innovation


The Design Thinking process

Where is the problem?

Agenda for action?

Problem Finding Problem Solving

6

Widen the problem

space Focus

Widen solution

space Focus

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 7

Cynthia Bynum Director of Marketing Fastaff Travel Nursing & U.S. Nursing Corp




Agenda for action?


8

Widen the problem

space Focus

Widen solution

space Focus


Michelle: Fastaff Sales Director

Demographics: (Facts) • 46 years old, she grew up in arid Arizona

• Currently lives in Austin, TX with her two small

children in the form of dogs

• Runs 3 miles every morning along Barton

Springs Greenbelt

• Enjoys travelling to foreign countries and

currently learning to speak French

Behaviors: (Verbs) • Likes having her work documented and in one

place

• Emails updated staffing list to Steve each week

• Meets key clients once a week to close major

deals

Needs: • Needs to be able to see all of her client

requirements in one place in order to

accurately staff qualified nurses

• Needs to be able to focus on the client not on

too much management reporting

• Needs to understand her client’s point of view

as well as timelines

• Needs to have a future view of potential

projects coming out of the pipeline


Demographics: • 54 years old, born in Los Angeles and now

resides in Oakland, California

• Studied biomedical engineering at USC

• Has a 20 year old daughter studying political

science

• Always follows the speed limit when driving

• Enjoys long walks after dinner, when the sun

has set

Behaviors: • Has a subscription to Modern Health Care, and

“occasionally” flips through his wife’s

Cosmopolitan magazines

• Travels due to different hospitals under his

management but returns home on the

weekends to spend time with his wife and

daughter

Steve: National Health Services Co.’s Director of Personnel

Needs: • Needs a system to help facilitate staffing of

personnel • Routinely collects estimated personnel needs

• Communicate with heads of various

departments across the hospitals Steve

oversees

• Keep historical record of temporary nurses used

• Needs to have trust that Michelle will have the

number of qualified nurses he will need



Demographics: (Facts) • 46 years old, she grew up in arid Arizona

• Currently lives in Austin, TX with her two small

children in the form of dogs

• Runs 3 miles every morning along Barton

Springs Greenbelt

• Enjoys travelling to foreign countries and

currently learning to speak French

Behaviors: (Verbs) • Likes having her work documented and in one

place

• Emails updated staffing list to Steve each week

• Meets key clients once a week to close major

deals

Needs:

3 minutes

Sketch✓

Needs✓

As individuals


Demographics: • 54 years old, born in Los Angeles and now


• Studied biomedical engineering at USC

• Has a 20 year old daughter studying political

science

• Always follows the speed limit when driving

• Enjoys long walks after dinner, when the sun

has set

Behaviors: • Has a subscription to Modern Health Care, and

“occasionally” flips through his wife’s


• Travels due to different hospitals under his

management but returns home on the

weekends to spend time with his wife and

daughter

Steve: National Health Services Co.’s Director of Personnel

Needs:

3 minutes

Sketch✓

Needs✓

As individuals



Demographics: (Fact s)• 46 years old, she grew up in ar id Ar izona• Cur rent ly lives in Aust in, TX wit h her t wo

small children in t he for m of dogs

• Runs 3 miles ever y morning along Barton

Spr ings Greenbelt

• Enj oys t ravelling t o foreign count r ies and cur rent ly learning t o speak French

Behaviors: (Verbs)• Likes having her work documented and in

one place

• Emails updated staf fing list t o Steve each

week

• Meet s key client s once a week t o close

maj or deals

Needs:• Needs to be able t o see all of her client

requirement s in one place in order t o

accurately staf f qualified nurses

• Needs to be able t o focus on t he client

not on t oo much management report ing

• Needs to understand her client ’s point of view as well as t imelines

• Needs to have a f ut ure view of potent ial

proj ect s coming out of t he pipeline





Spr ings Greenbelt



one place


week


maj or deals








proj ect s coming out of t he pipelineMichelle: Fastaff Sales Director




Spr ings Greenbelt



one place


week


maj or deals









Demographics:• 54 years old, born in Los Angeles and now


• St udied biomedical engineer ing at USC

• Has a 20 year old daughter st udying

polit ical science

• Always follows t he speed limit when dr iving• Enj oys long walks af ter dinner, when t he

sun has set

Behaviors:• Has a subscr ipt ion t o Modern Healt h Care,

and “occasionally” fl ips t hrough his wife’s


• Travels due t o dif f erent hospitals under his

management but ret urns home on t he

weekends to spend t ime wit h his wif e and daughter

Steve: Nat ional Healt h Services Co.’s Director of Personnel

Needs:• Needs a system to help facilitate staf fing of

personnel• Rout inely collect s est imated personnel needs

• Communicate wit h heads of var ious

depart ment s across t he hospitals Steve

oversees

• Keep hist or ical record of t emporar y nurses

used

• Needs t o have t rust t hat Michelle will

have t he number of qualified nurses he

will need





polit ical science


sun has set












oversees


used



will need





polit ical science


sun has set












oversees


used



will need

Steve

Michelle





Spr ings Greenbelt



one place


week


maj or deals









Create a

consolidated

Persona for Michelle

or Steve 5 minutes

SHARE




Agenda for action?


14

Widen the problem

space Focus

Widen solution

space Focus


Define:

Steve//Michelle needs a way to_____________________________

surprisingly//because/but_________________________________.

It would be game changing if

___________________________________________________


Define:

Steve//Michelle needs a way to_____________________________

surprisingly//because/but_________________________________.

It would be game changing if

___________________________________________________

10 minutes

As a group




Agenda for action?


17

Widen the problem

space Focus

Widen solution

space Focus


Ideate: How might we______________________________________________________


Ideate: How might we______________________________________________________

4 minutes

Individually


I deate: How might we______________________________________________________


Pass off to your right and add 3 more ideas – building on the previous ideas

Build More Ideas

4 minutes





Share and consolidate in groups

?

4 minutes




Agenda for action?


22

Widen the problem

space Focus

Widen solution

space Focus


Prototype

15 minutes • In groups

• Design a system to meet

Steve or Michelle’s

needs

• Cynthia will be available

to provide feedback


Testing….


Agenda for action?


24

Widen the problem

space Focus

Widen solution

space Focus


Conclusions

• Use a Design Thinking process • Include the customer • Work quickly and iterate • Consider all needs, especially emotional ones

• Training aids adoption – but should not be necessary

• Adoption occurs through familiar channels

workshop: invest time and resources for optimal user …profitability) feasibility (technical)...

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