Ibm design thinking field guide v3.4

What’s inside?
Divided into two sections, this ﬁeld guide provides a high-level
overview of IBM Design Thinking:
At IBM, we deﬁne design as the intent behind an outcome.
We use design thinking to form intent by developing
understanding and empathy for our users.
FROM PROBLEMS TO SOLUTIONS
IBM Design Thinking is our approach to applying design
thinking at the speed and scale the modern enterprise
demands. It’s a framework for teaming and action. It helps
our teams not only form intent, but deliver outcomes—
outcomes that advance the state of the art and improve
the lives of the people they serve.
Human-centered
outcomes at
speed and scale
LEARNING IT
A summary of the
fundamental concepts
of IBM Design Thinking
LEADING IT
A quick reference for
facilitating essential
IBM Design Thinking
activities on your team
This field guide is updated frequently.
Anyone can download the latest version at
ibm.biz/fieldguide-public
IBMers can order printed copies and leave
feedback at ibm.biz/fieldguide-ibmers
Get the latest version
© 2016 IBM CORPORATION v3.4W© 2016 IBM CORPORATION v3.4W

IBM Design Thinking:
The Principles
DIVERSE EMPOWERED TEAMS
Diverse teams generate more ideas than homogeneous
ones, increasing your chance of a breakthrough.
Empower them with the expertise and authority to
turn those ideas into outcomes.
A FOCUS ON USER OUTCOMES
Our users rely on our solutions to get their jobs done
everyday. Success isn’t measured by the features
and functions we ship—it’s measured by how well
we fulﬁll our users’ needs.
RESTLESS REINVENTION
Everything is a prototype. Everything—even in-market
solutions. When you think of everything as just another
iteration, you’re empowered to bring new thinking to
even the oldest problems.
SEE PROBLEMS AND SOLUTIONS FROM
A NEW POINT OF VIEW
Before you start your journey, embrace the principles of IBM Design
Thinking: a focus on user outcomes, diverse empowered teams, and
a spirit of restless reinvention.
Learn more
Read all about IBM Design Thinking: ibm.com/design/thinking
2
User-centered design
Design as a professional discipline has undergone a tremendous
evolution in the last generation from a practice focused mainly on
aesthetic style to one with a clear and explicit focus on the “user”
(aka: person or group of people who use a product or service) and
their hopes, desires, challenges, and needs.
By establishing empathy with the user, designers are able to work
toward outcomes that meet those needs more successfully.
This user-centered approach known as “design thinking” enables
designers and others to address a wide range of complex business
and social issues.
“Designers don’t try
to search for a solution until they
have determined the real problem, and even
then, instead of solving that problem, they stop to
consider a wide range of potential solutions. Only
then will they ﬁnally converge upon their proposal.
This process is called design thinking.”
—Don Norman,
author, The Design of Everyday Things
LEARNING IT
© 2016 IBM CORPORATION v3.4W © 2016 IBM CORPORATION v3.4W

Learn more
IBMers can watch a webcast that provides an introduction
to IBM Design Thinking: ibm.biz/ibmdesignline
HILLS
Align complex teams around a common understanding
of the most important user outcomes to achieve.
PLAYBACKS
Bring your extended team and stakeholders into the loop
in a safe, inclusive space to reflect on the work.
SPONSOR USERS
Collaborate with real users to increase your speed and
close the gap between your assumptions and your
users’ reality.
The Keys
SCALE YOUR PRACTICE TO COMPLEX PROBLEMS
AND COMPLEX TEAMS
If every problem could be solved by a handful of people, the Loop
would be enough. But in the real world, complex problems call for
complex teams.
4
OBSERVE
Immerse yourself in
the real world to get
to know your users,
uncover needs, learn
the landscape,
and test ideas.
REFLECT
Come together and
form a point of view
to find common
ground, align the
team, uncover
insights, and plan
ahead.
MAKE
Give concrete form
to abstract ideas to
explore possibilities,
communicate ideas,
prototype concepts,
and drive real
outcomes.
The Loop
UNDERSTAND USERS’ NEEDS AND DELIVER
OUTCOMES CONTINUOUSLY
At the heart of IBM Design Thinking is a behavioral model
for understanding users’ needs and envisioning a better future:
a continuous loop of observing, reflecting, and making.
LEARNING IT

Learn more
IBMers can watch the deep-dive
Design Line webcast on Hills:
ibm.biz/ibmdesignline_hills
Get aligned
State your intent: Hills turn users’ needs into project goals, helping
your team align around a common understanding of the intended
outcomes to achieve.
TAKE-BACK TIPS
Who, What, Wow! Hills are composed of a “Who” (a specific user
or group of users), a “What” (a specific action or enablement), and
a “Wow” (a measurable, market differentiator).
Three and only three. It’s often challenging for teams to focus on
three (and only three) Hills because this might mean that very valid
ideas are not being included. It’s important to realize that additional
Hills can be addressed in future releases. Consider building them
into a roadmap.
It’s a real world out there. We know there’s a backlog to groom
and technical debt to pay down. Your investment in necessary items
like these—the “technical foundation”—should be made explicit
up front while defining your Hills.
6
Align complex teams around a
common understanding of the most
important user outcomes to achieve.
A SAMPLE HILL
WHO
WHAT
WOW
Hills
LEARNING IT

Stay aligned
Not everyone has time to be in the loop on every project. Depending
on your perspective, over time, it might seem like the project is drifting
off-course, or that your stakeholders are out of touch with what your
team has learned.
TAKE-BACK TIPS
No surprises! Leading up to milestone Playbacks, hold meetings and
working sessions with all necessary stakeholders to gain consensus
and share work-in-progress along the way.
Show before you tell. Playback decks should have a strongly visual
emphasis based on the work—not contrived synopses or feel-good
scenarios.
Make us care. A real, human story should be at the core of every
Playback. Show how your tool or concept solves a problem in
your user’s real world workflow.
Learn more
IBMers can watch the comprehensive
Design Line webcast on Playbacks:
ibm.biz/ibmdesignline_playbacks
8
Playbacks
Reflect together in a safe space to
give and receive criticism.
MARKET PLAYBACK establishes
an outside-in market point of view
and preliminary business case
as the basis for moving forward.
PLAYBACK ZERO aligns your team
around a finalized version of the
Hills and the user experience to
achieve them.
HILLS PLAYBACK commits
your team to the mission for the
release(s) through a draft version
of the Hills and the underlying
personas.
DELIVERY PLAYBACKS of coded
stories keep your to-be scenarios in
focus as implementation advances.
COMMON TYPES OF MILESTONE PLAYBACKS
LEARNING IT

Break the empathy barrier
Sponsor Users are users or potential users that bring their lived
experience and domain expertise to your team. They aren’t just
passive subjects—they’re active participants who work alongside
your team to help you deliver an outcome that meets their needs.
While Sponsor Users won’t replace formal design research and
usability studies, every interaction you have together will close the
gap between your assumptions and their reality.
TAKE-BACK TIPS
Design for real target users rather than imagined needs.
Sponsor Users should be real people, not personas or “types.”
They participate with your team during the entire development
process under Agreements.
Sponsor Users should attend Playbacks. Ideally, a Sponsor User
can actually present the product demo during your Playback Zero.
Involve your whole team. Finding Sponsor Users is not the
responsibility of a single person or discipline—everyone on your
team should be contributing ideas for Sponsor Users.
Potential users are all around us. You can ﬁnd users in surprising
places like conferences, meetups, and through social media. But
when engaging Sponsor Users, be sure to follow secure and ethical
practices and maintain compliance with all IBM policies.
10
Give users a seat at the table.
Invite them to observe, reﬂect,
and make with you.
Sponsor Users
Learn more
IBMers can find out much more about
Sponsor Users in this Design Line webcast:
ibm.biz/ibmdesignline_sponsorusers
LEARNING IT

DISCOVER, TRY, AND BUY
How do I get it?
GET STARTED
How do I get value?
EVERYDAY USE
How do I get my job done?
MANAGE AND UPGRADE
How do I keep it running?
LEVERAGE AND EXTEND
How do I build on it?
SUPPORT
How do I get unstuck?
12
Six universal experiences
The six universal experiences are a means to focus your work for
a release or planning period on a user’s distinct interactions within
the overall arc of their experience with an IBM product.
TAKE-BACK TIPS
Be choosy. For any particular release, focus your work on one or two
of the six experiences.
It ain’t a checklist. Rather, use the six experiences as a lens to
ensure that your team is holistically considering all of your user’s
product experiences.
User, user, user. The six experiences can help organize dispersed
teams (including sales, support, and marketing) around user-focused
outcomes.
Learn more
There’s lots more about the six universal
experiences on the IBM Design Language
website: ibm.com/design/language
LEARNING IT

USER EXPERIENCE
Design
Organization
TECHNOLOGY
Engineering
Organization
BUSINESS
Offering Management
Organization
N-in-a-box. Whenever possible, go beyond “3-in-box” (design,
engineering, and offering management) to include other disciplines
such as content design, sales, marketing, and support in design
thinking activities, key decisions, workshops, and milestone Playbacks.
Radical collaboration
14
“
Radical collaboration
Radical collaboration” means that all key stakeholders are part of
co-creating great user experiences from the beginning. For your team
to take full advantage of IBM Design Thinking, you need to commit to a
cross-discipline way of working throughout the entirety of a release.
Keep in mind: when teams fail, it’s not usually because they didn’t
have great ideas. It’s probably because they didn’t include the people
who had them. Radical collaboration is about proactively including
diverse perspectives and disciplines in our conversations—see the
principle of “diverse empowered teams” on page 3. When you’re not
sure who to invite to a conversation, err on the side of inclusivity.
TAKE-BACK TIPS
Good collaboration needs good communication. As your team
starts to work together, come to agreement on a set of expectations
and a system for communicating with each other. Create a “tool chain”
of collaboration tools that lets stakeholders share their work-in-progress
while they work day-to-day in the tools that best ﬁt their role.
Don’t slip back into the waterfall. If you start to ﬁnd your team
simply reviewing artifacts after-the-fact with stakeholders from other
disciplines: STOP AND START OVER with broad, up-front, and active
participation in their creation.
LEARNING IT

Strategic
Planning
and Portfolio
Management
Define and
Prove
Measure and
Evaluate
Build and
Deliver
Market Opportunity
and Approach
Ch-ch-changes. At IBM, the practice of Product Management is
evolving into Offering Management to ensure that IBM wins in markets
with iconic user experiences and an integrated point-of-view that is
differentiated from competitors.
16
IBM Offering Management
IBM Offering Management is IBM’s point-of-view on markets, users,
products, and services. Offering managers decide in which markets
IBM will play and how we will differentiate in those markets via
unique functionality, great user experiences, digital engagement,
and ecosystem partnering.
Offering managers are empowered to act as entrepreneurs to explore
new markets of users with new user experiences. They are responsible
for leading the co-creation of “whole” offerings that deliver value
across all of the six universal experiences.
TAKE-BACK TIPS
Get outside. Great offering managers “get out of the building” to
discover real user experiences to improve upon. User, market, and
competitive research provide the fact base for all offering decisions.
Look across offerings. Given IBM’s comprehensive portfolios,
offering managers should look at how individual offerings work together
to address users in a market. Most of our offerings will be part of larger
solutions.
Lead your offering. Offering managers are being empowered to
lead their offerings, but no one is going to clear the path for you. It’s up
to each offering manager to act as an internal entrepreneur for their
offering—their key “superpower” will be persuasion, not command.
LEARNING IT

Together forever. The principles of Agile and IBM Design Thinking
are very closely aligned. Together, they offer an opportunity to solve
complex problems for our users with creativity and empirical adaptation.
Learn more
IBMers can learn more
at Agile Academy:
ibm.biz/AgileAcademy
Restless
reinvention
Diverse
empowered
teams
Focus on
user outcomes
Iteration &
learning
Self-directed
whole teams
Clarity of
outcomes
IBM Agile Academy
principles
IBM Design Thinking
principles
18
Agile and
IBM Design Thinking
There’s a great deal of shared “DNA” between Agile and IBM
Design Thinking: individuals and interactions over processes and
tools, working prototypes over comprehensive artifacts, customer
collaboration over contract negotiation, and pivoting for change
over sticking to the original plan. IBM Design Thinking incrementally
delivers great user experiences, while Agile incrementally delivers
great enabling software. What links them most closely is the
continuous cycle of experience maps and Playbacks.
TAKE-BACK TIPS
Everyone grooms the backlog. After Playback Zero, all disciplines
collaborate on a release backlog. Throughout the release cycle, leaders
from each discipline meet to groom the backlog, updating the priority
as necessary and ensuring that the top of the backlog represents
current priorities and stays true to the “minimum delightful experience.”
Double-vision. When developers, designers, and offering managers
all see the backlog through the dual lenses of functionality and
experience, then Agile and IBM Design Thinking are truly one.
Hypothesis-driven design and development. Create measurable
hypotheses describing what you think success looks like and then
investigate and possibly pivot when reality doesn’t meet your
expectation—positively or negatively.
LEARNING IT

GitHub Enterprise: A web-based Git repository hosting
service offering distributed revision control, source code
management, and access control in support of a social and
highly collaborative development workflow.
Mural: A web-based virtual whiteboard that lets you capture
plans and ideas with your team.
Slack Enterprise: A messaging app for teams offering a
wide range of integrations with other tools and services
along with powerful search.
Release Blueprints: A wiki serving as the single place for
your team’s release plans to guide stakeholder alignment.
Bluemix Dedicated: A Platform as a Service that enables
developers to quickly and easily create, deploy, and manage
applications on the cloud.
Learn more
IBMers can follow the evolution of Whitewater, check tool
status, and leave feedback at whitewater.ibm.com
WHITEWATER TOOLS
Each of these tools is undergoing inspection to
make sure you can use them in an IBM Confidential
environment. Until then, follow secure practices.
20
The best tools for the
best practices
Whitewater is IBM’s solution to shipping better products faster by
giving teams modern tooling that supports whole-team practices.
By giving you access to tools that you love using, your team can
more easily and successfully practice Agile and IBM Design Thinking
in a collaborative and user-centered way—whether your team is
co-located or distributed around the world.
Currently, each tool in the program is undergoing close inspection
to make sure you can use them in an IBM Confidential environment.
IBM teams that have access to the fully-secure environments can
begin exchanging confidential information in these tools right away.
TAKE-BACK TIPS
Choose wisely. When choosing tools for your whole team to use,
consider the entire makeup of your team and decide if everyone
would benefit from using the industry standard tools that Whitewater
is offering. Project teams in the IBM Design Hallmark program can
onboard to the Whitewater program and then pick-and-choose only
those tools that are “right” for their team.
Top secret? Not all of the tools that IBM product teams want will be
immediately ready for IBM Confidential information. When using a tool’s
free trial, be sure to check the Whitewater website to find out when or if
it is expected to be “IBM Confidential Approved.”
LEARNING IT

IBM Design Thinking
activities
This section of the field guide contains activities for your team to use
every day to help you practice radical collaboration and put the user
at the center of your project. Each activity can be used in isolation
or as part of a broader set of activities with your team and Sponsor
Users. Think of each activity as a tool that helps you establish the IBM
Design Thinking framework, understand your user’s problems and
motivations, explore new concepts, prototype designs, and evaluate
with stakeholders.
Remember, this is not a cookbook or a set of recipes. Nor is it a
process or methodology. It’s a set of recommended practices that will
help you think orthogonally and move beyond feature-centric delivery.
TAKE-BACK TIPS
Space and supplies. Prepare your workspace with pads of sticky
notes of various colors, some Sharpie®
markers, and a drawing
surface—a whiteboard or large pad will do. These tools encourage
every team member to engage in the thinking behind the design. If your
team is distributed, there are plenty of virtual substitutes—see page 20.
Conversations and collective decisions. The activities contained
here are intended to encourage focused and productive conversations
between multiple disciplines on your team. The value isn’t in having a
completed artifact—it’s in doing the activities together so that you can
agree on the right course of action together.
If you’re sitting down, you’re having a meeting. Get everyone up and
active—it’s difficult to include many voices when one person is standing
at the front of the room. If you have lots of participants, break them up
into working groups of 5–8 people and frequently playback to each other.
LESS TALKING, MORE WRITING
Everyone should capture lots of ideas onto sticky notes
and post them on the wall before discussing them.
LESS WRITING, MORE DRAWING
Different words mean different things to different people. Instead,
try making a quick or crude sketch to communicate your idea.
QUANTITY OVER QUALITY
Ideas with big potential can be killed easily by negative attitudes, so
first get lots of ideas posted to the wall and then discuss and distill.
MAKE EVERY VOICE HEARD
Everyone has a Sharpie®
. Everyone has a pad of sticky notes.
Everyone contributes ideas. Everyone’s ideas are valid.
INCLUSIVE, WHOLE-TEAM APPROACH
Don’t make decisions without involving people that
will act on them. Everyone pitches in to fill the gaps!
YES, AND…
It’s easy to play the devil’s advocate. Instead, push yourself to build
on your teammates’ ideas by saying, “Yes, and…” while iterating.
BE HONEST ABOUT WHAT YOU (DON’T) KNOW
Sometimes you won’t have all of the answers—that’s
okay! Actively work to admit and resolve uncertainty,
especially on topics that put your project most at risk.
Mantras
of the
Master Facilitator
LEADING IT
© 2016 IBM CORPORATION v3.4W © 2016 IBM CORPORATION v3.4W© 2016 IBM CORPORATION v3.4W

FACILITATION IS AN EVERY DAY PRACTICE.
Do you ﬁnd yourself doing these things on a regular
basis? If so, you’re a natural facilitator!
Plan, communicate, and lead design thinking
activities, whether formal or informal.
Have a passion and enthusiasm for getting the
whole team involved.
Guide coworkers in understanding and productively
engaging in design thinking activities.
Drive the process and guide to the goal, but don’t
define the details of the end result.
Ensure shared understanding and have everyone’s
voice heard.
Know what their limits are and can say, “That’s
a great question! I don’t know the answer but
I know someone who does.”
GREAT FACILITATORS…
Learn more
IBMers can learn much more about facilitation and workshop planning in
the IBM Design Thinking Facilitator Handbook: ibm.biz/facilitator-handbook
24
Design thinking facilitation
Design thinking facilitators initiate and lead design thinking activities
on their team to reach great outcomes for their users. With time and
practice, anyone can become an effective and credible facilitator.
Whether facilitating an ad hoc activity to help your team work through
an immediate decision or planning a lengthier and more formal
workshop, use what works for you. IBM Design Thinking is designed
as a framework for you and your team to use bits and pieces of as it
makes sense.
As a design thinking facilitator, you help ensure that conversations
and activities are centered on the user, how they work, and what
market they occupy. And you can serve as the driving force for
inclusion and collaboration so the voices of people from all areas
of your business are heard and understood.
TAKE-BACK TIPS
Practice makes perfect. Much like practicing IBM Design Thinking
in general, we ﬁnd that the best facilitators learn to be better facilitators
by doing facilitation. Continued weekly practice over time, matched with
coaching or apprenticeship, will prepare you to lead more advanced
design thinking engagements like workshops.
Use what works for you. Concentrate your facilitation efforts on
initiating design thinking activities that make sense for the work your
team is doing right now and guiding those teammates who aren’t
familiar with design thinking by actively engaging them in the practices.
LEADING IT

26
WHEN YOU MIGHT USE THIS
If you’re starting a project, kicking-off a workshop,
or bringing in new team members, this activity helps
you get to know each other, expose aspirations and
concerns, and prepare everyone to start.
INSTRUCTIONS
1. Label one area for Hopes and another for Fears.
2. Ask team members, “What about this project are you really excited
about? What has potential? And what are you concerned about?
What do you think won’t work?”
3. Diverge, with each team member writing one “hope” or “fear” per
sticky note and applying it to the appropriate area on the map.
4. Playback, discuss, and synthesize. What themes emerge?
TAKE-BACK TIPS
Warm up and take the temperature. This activity is an effective way
to gauge participants’ attitudes about a workshop. “Hopes” usually
reveal their expectations about what can be accomplished and “fears”
may reveal their doubts about making an investment to work together.
Let it persist. Keep the artifact posted where team members can see
it and refer back frequently to track progress. Place stars on “hopes”
notes that become realized and remove “fears” notes that melt away.
“Fears” that persist should be directly addressed.
Hopes and Fears
TIME
15–30
minutes
LEADING IT
© 2016 IBM CORPORATION v3.4W
©2016IBMCORPORATION v3.4W

28
If you’re integrating new team members, starting a
new project, exploring a new market, or expanding
an offering, this activity helps you identify project
stakeholders, their expectations, and relationships.
INSTRUCTIONS
1. Diverge on identifying stakeholders, one per sticky note.
“Stakeholders” can include teams, team roles, project leads,
executives, partners, customers, and end users.
2. For each stakeholder, add a second sticky note with a quote
expressing their thoughts, opinions, or expectations.
3. In parallel, cluster stakeholders and label the groups.
4. Draw and label lines among groups representing relationships
such as inﬂuence, process, or dependencies.
TAKE-BACK TIPS
Don’t delay. Take an inventory of a project’s stakeholders as soon as
possible in the development cycle. It’s difﬁcult to circle back with those
who have been forgotten, so it’s better to get a jump start than to play
catch-up.
Assumptions aren’t always bad. Assume that everyone is involved
or impacted until proven otherwise. This might seem hard to do, but
it’s actually easier than trying to guess who’s impacted and risking an
accidental oversight.
Stakeholder Map
TIME
30–60
minutes
LEADING IT

30
Empathy Maps help to rapidly put your team in the
user’s shoes and align on pains and gains—whether
at the beginning of a project or mid-stream when you
need to re-focus on your user.
INSTRUCTIONS
1. Draw the map and its four quadrants: Says, Does, Thinks, and Feels.
2. Sketch your user in the center and give them a name and a bit of
description about who they are or what they do.
3. Diverge, with each team member writing one observation per sticky
note and applying it to the appropriate quadrant of the map.
4. Annotate unknowns (assumptions and questions) for later inquiry
or validation.
5. Discuss observations and ﬁll in gaps collaboratively.
TAKE-BACK TIPS
Don’t go it alone. Empathy for users arises from sharing in the
collaborative making of the Empathy Map. Everyone knows something
about your user, so use the activity as a means to gather, socialize,
and synthesize that information together.
Involve your users. Share your Empathy Maps with your Sponsor
Users to validate or invalidate your observations and assumptions.
Better yet, invite them to co-create the artifact with your team.
Go beyond the job title. Rather than focusing on your user’s “job
title,” consider their actual tasks, motivations, goals, and obstacles.
Empathy Map
TIME
30–60
minutes
LEADING IT

32
Scenario Map (As-is/To-be)
As-is Scenario Maps help to document collective
understanding of user workﬂows and are best
used as precursors to exploring new ideas. To-be
Scenario Maps tell the story of a better experience
for your user.
INSTRUCTIONS
1. Draw four rows and label each: Phases, Doing, Thinking, and Feeling.
2. Fill in the phases, one per sticky note. Don’t worry about what the
“next phase” is; iterate through the scenario at increasing resolution
until you are comfortable with the level of detail.
3. In parallel, team members should begin annotating each column
with what the user is doing, thinking, and feeling.
4. Label unknowns (assumptions and questions) for later inquiry or
validation.
TAKE-BACK TIPS
It’s not about the interface. Rather than focusing on the user’s
pathway through a product’s user interface, pay close attention to the
job tasks they actually perform in order to accomplish their goals.
Warts and all. When creating the As-is Scenario Map, it’s important to
articulate your user’s actual current experience—don’t neglect tasks or
qualities that are not ideal or positive. Be honest and thorough.
Check your math. The solutions presented in a To-be Scenario Map
should ideally be correlated to the “pain points” identiﬁed in the As-is.
TIME
60–90
minutes
LEADING IT

34
Big Idea Vignettes
Once your team has a clear and validated
understanding of your user’s problems and
challenges, this activity is a great way for many people
to rapidly brainstorm a breadth of possible ideas.
INSTRUCTIONS
1. On one sticky note, write a brief overview of an idea or solution. Try
labeling it with a one- or two-word headline.
2. On a second sticky note, sketch a visual depiction. Think of this as
a single frame of a storyboard—for example, a rough prototype of a
user interface or depiction of a user.
3. Diverge on many of these pairs of sticky notes (called “vignettes”)
and quickly share them with your teammates.
4. Cluster similar ideas and converge on a set that you would like to
take deeper using Scenario Maps or Storyboarding.
TAKE-BACK TIPS
Say yes to the mess. Avoid evaluating or dismissing ideas while you’re
generating them—dedicate a period of time to get everyone’s thoughts
onto the wall and only then begin to discuss what’s been shared.
Everyone has ideas. Don’t make the mistake of leaving idea generation
only to the designers, the engineers, the offering managers, or the
executives. Everyone has a unique perspective on the user and the
problem, so everyone should contribute ideas for solutions!
Stay out of the weeds. Evaluate which ideas are important and
feasible (using a Prioritization Grid) before deep-diving into the details.
TIME
30–60
minutes
LEADING IT

36
Prioritization Grid
When many items (such as ideas, Hills, scenarios, or
user stories) are being considered, this activity helps
your team evaluate and prioritize them by focusing
discussions on importance and feasibility.
INSTRUCTIONS
1. Draw two axes: Importance to the user (low to high) and Feasibility
for us (difﬁcult to easy).
2. Evaluate each item quickly and on your own—roughly plot them on
the grid where they make most sense.
3. Once many items are on the grid, begin to discuss with your
teammates and reposition them in relation to each other—do
certain ideas seem more important or less feasible than others?
4. Avoid spending too much time discussing items that fall into the
“unwise” zone unless you believe they have been mis-categorized.
TAKE-BACK TIPS
Importance is important. Avoid considering only what is feasible,
rather than what is feasible and what will have an important and
market-differentiating impact for the user.
Feasibility is more than the tech. In addition to the technical
perspective, feasibility also includes elements such as your
go-to-market strategy and your head-count capacity to deliver.
No-brainers are everywhere. Your competitors will also be focused
on the things that are highly important and feasible. (Why wouldn’t they?
They’re impactful and easy.) Instead, focus your discussion on making
“utilities” more impactful and on making “big bets” more feasible.
TIME
30–90
minutes
LEADING IT

38
Needs Statements
This is a very effective activity to use with your team
when you feel that you’re drifting away from the
actual needs, desires, and goals of your user. It helps
reorient or reframe the work around your user.
INSTRUCTIONS
1. Write the statement: The user needs a way to do something that
addresses their need so that they beneﬁt directly.
2. Focus on your user’s pain points—this helps get at what the
underlying problems are. More than one Needs Statement can
come from a single pain point.
3. Stay away from listing individual features. Instead, ask yourself,
“What does my user really seek? What does she really want?”
4. Cluster similar ideas and discuss.
TAKE-BACK TIPS
Über Needs Statements. After clustering several ideas together, try
writing one big (“über”) Needs Statement that represents the entire
group. Use the same “need/beneﬁt” format.
People aren’t machines. If an idea is expressed in terms of the
machine (“dashboard,” “click,” “log in,” “export,” and so on), that’s a
clue it’s actually a feature. Re-cast the idea in human terms of what the
technology allows your user to accomplish.
TIME
30–60
minutes
LEADING IT

40
Storyboarding
Storyboarding is a way to iterate and communicate
ideas and scenarios visually by telling user-centric
stories. If you’re having a difficult time just talking
about an idea, try some storyboarding.
INSTRUCTIONS
1. Imagine your scenario as a story with characters, a plot, conflict,
and resolution.
2. Place six sticky notes (“frames”) on a piece of paper. For each
frame, draw a quick sketch and annotate with a brief caption.
3. Make the story seamless with a beginning, middle, and end.
4. Share your stories and get feedback.
5. To converge, choose the best parts of each teammate’s story and
weave them into one refined “master” story that’s representative of
the entire team’s thinking.
TAKE-BACK TIPS
Comics aren’t just for kids. Try thinking of your storyboard like a
comic strip. Combine quick sketches with speech and thought bubbles,
action bursts, captions, and narration.
This isn’t wire-framing. Avoid drawing too many screens. Instead,
create a narrative that focuses on people and their actions, thoughts,
goals, emotions, and relationships.
Use Sharpies®
. Using a pen or a sharp pencil makes it too easy to
include unnecessary high-fidelity details. Stay out of the weeds!
TIME
20–60
minutes
LEADING IT

42
Assumptions and Questions
Any time you feel that your team’s work needs a
“reality check,” use this activity to identify and
prioritize what assumptions are being made, what
you’ve been guessing about, and what your team
still doesn’t know.
INSTRUCTIONS
1. Draw a two-by-two grid with High-risk on the top, Low-risk on the
bottom, Certain on the left, and Uncertain on the right.
2. Diverge, with each team member writing one assumption or
question per sticky note.
3. Evaluate each item quickly and on your own—roughly plot them on
the grid where they make most sense.
4. Once many items are on the grid, begin to discuss and reposition
them in relation to each other—how certain are you in knowing the
correct answer to the question, and how risky is it if you’re wrong?
5. Focus the discussion on the items in the upper-right quadrant.
These are the assumptions and questions that most urgently need
further validation and inquiry.
TAKE-BACK TIPS
Do this early and often. Risk will never disappear, but the sooner you
recognize and evaluate your team’s assumptions and questions, the
more quickly you can act to reduce the risk they pose.
Don’t hold back. Be honest about the questions you have and the
assumptions you’re making—even if you’re afraid of appearing naïve.
An unasked question will forever go unanswered.
TIME
30–90
minutes
LEADING IT

44
Feedback Grid
This activity helps to gather and organize any sort of
feedback and to then unpack questions and ideas—
either in real time or after-the-fact—as an efﬁcient
means of determining next steps.
INSTRUCTIONS
1. Draw the grid and its four quadrants: Things that worked, Things
to change, New ideas to try, and Questions we still have.
2. Fill in each quadrant with sticky notes. Be speciﬁc and give
constructive criticism.
3. Cluster similar ideas and discuss. Search for patterns and themes.
TAKE-BACK TIPS
The sooner, the better. Use the Feedback Grid to capture ideas in
real-time during a meeting or workshop. Or do the activity immediately
following a Playback or a cognitive walk-through with a user.
Take the next step. Once you’ve developed and discussed a
Feedback Grid, it’s time to take action: Use the “Questions we
still have” from the Feedback Grid to inform an Assumptions and
Questions activity. Use the “New ideas to try” to begin Storyboarding.
Or use the “Things to change” as the basis for a to-do list of action
items for different team members.
TIME
30–60
minutes
LEADING IT

46
Experience-Based Roadmap
This activity helps you deﬁne a “minimum delightful
experience” by scoping big, visionary ideas into
more achievable near-term outcomes—while still
focusing on the user experience.
INSTRUCTIONS
1. Label three columns: Near-Term, Mid-Term, Long-Term. Write the
statement: Our user can/Our user will be able to…
2. Begin writing ideas directly related to your vision and plotting them
in the Long-Term column. Starting each idea with “Our user can…”
or “Our user will be able to…” helps keep the ideas user-focused.
3. Scope down the long-term ideas by asking, “What is the most
essential part of this experience?” Plot those ideas in the Mid-Term
and Near-Term columns.
4. Once many ideas are on the grid, begin to discuss with your
teammates and reposition them in relation to each other—do
certain ideas need to be implemented in the near-term, or can
they wait until a future release?
TAKE-BACK TIPS
Let them eat cake. Many IBM teams use the metaphors of “Cupcake,”
“Birthday Cake,” and “Wedding Cake” to describe the ideas on their
roadmap, respectively, as being near-term, mid-term, and long-term.
What will you learn? The best roadmaps explicitly describe what you
expect to learn at each stage. Once you deliver to market, what will you
learn about your users, domain, product, capabilities, and competition?
Use these learnings to further deﬁne your roadmap the next time around.
TIME
60–90
minutes
LEADING IT

48

50

Field Guide Editor: Seth Johnson
Cover Illustration: Stephanie Hagadorn
© 2016 IBM CORPORATION v3.4pod 0705
This field guide is updated frequently.
ibm.biz/fieldguide-public
feedback at ibm.biz/fieldguide-ibmers
Field Guide Editor: Seth Johnson
Cover Illustration: Stephanie Hagadorn
This field guide is updated frequently.
ibm.biz/fieldguide-public
feedback at ibm.biz/fieldguide-ibmers

Ibm design thinking field guide v3.4

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