This is the Lean Agile Design Thingything / Marc Stickdorn
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The document discusses the principles of lean agile design, emphasizing the importance of breaking down silos within organizations and adopting a research-based approach to service design. It outlines the process of service design sprints, which includes identifying critical experiences, ideation, prototyping, and deployment, all while monitoring key performance indicators for actionable insights. The presentation advocates for iterative design practices that focus on customer experiences rather than simply producing journey maps.
This is the Lean Agile Design Thingything / Marc Stickdorn
- 1. 2016 Design for Impact This Lean Agile Design Thingything @MrStickdorn SXC16 Berlin 19 Nov 2016
- 2. FROM “THINKING” TO “DOING”... Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 3. BREAKING DOWN SILOS Our main job in organizations: Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 4. BREAKING DOWN SILOS Our main job in organizations: SO PLEASE DON’T BUILD NEW ONES Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 5. OUR TAKE ON THIS IS RATHER SIMPLE. Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 6. SERVICE DESIGN SPRINTS A.K.A. design thinking sprints experience design sprints cx sprints ux sprints innovation loops iterations
- 7. SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 8. IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT SERVICE DESIGN SPRINTS RESEARCH Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 9. QUALITATIVE QUANTITATIVE RESEARCH Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 10. QUALITATIVE QUANTITATIVE monitor KPIs over time get actionable insights RESEARCH Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 11. CUSTOMER EXPERIENCE SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 12. 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C EP R E - S E R V I C E S E R V I C E P O S T - S E R V I C E IDENTIFICATION OF CRITICAL EXPERIENCES Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 13. 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C EP R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 14. 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C EP R E - S E R V I C E S E R V I C E P O S T - S E R V I C E actionable insights based on qual and quant ...Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 15. BASE YOUR CUSTOMER JOURNEY ON F***ING RESEARCH!Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 16. SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 17. THE IDEA PORTFOLIO IMPACT ON EXPERIENCE FEASIBILITY EASYHARD A LOT NONE IDEATION & IDEA SELECTION Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 18. THE IDEA PORTFOLIO IMPACT ON EXPERIENCE FEASIBILITY EASYHARD START HERE!A LOT NONE Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 19. THE IDEA PORTFOLIO IMPACT ON EXPERIENCE FEASIBILITY EASYHARD OR HERE! A LOT NONE Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 20. SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 21. MANAGE COMPLEXITY IN SERVICE DESIGN. INCREASEOFCOMPLEXITY EFFORT FOR PLANNING/PROTOTYPING/ITERATING HAZARD ZONE GETTING LOST WASTING TIME BURNING MONEY TRACER BULLET DEVELOPMENT EARLY FEEDBACK IMPLEMENT FAST WORKING RESULTS FEATURE / EPIC / JTBD “THE BIGGER PICTURE” Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 22. SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 23. SERVICE DESIGN IS MORE THAN CREATING F***ING JOURNEY MAPS...
- 24. DOES IT MATTER HOW YOU CALL IT? IMPLEMENTATION / DEPLOYMENT IS THIS A PROTOTYPE? A PILOT? A MVP? AN EXPERIMENT? Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 26. SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Gosh. They closed the loop.Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 27. IMPLEMENTATION / DEPLOYMENT IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT SERVICE DESIGN SPRINTS RESEARCH IDENTIFICATION OF CRITICAL EXPERIENCES EXAMPLE Realizing that you don’t have enough data on a problem after you started to explore solutions Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 28. RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES EXAMPLE Realizing that you don’t have enough data on a problem after you started to explore solutions SERVICE DESIGN SPRINTS IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT EXAMPLE Realizing that a concept doesn’t work during prototyping Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 29. IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT EXAMPLE Realizing that you don’t have enough data on a problem after you started to explore solutions EXAMPLE Realizing that a concept doesn’t work during prototyping SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT EXAMPLE Writing user stories for minor improvements directly from your research Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 30. SERVICE DESIGN SPRINTS RESEARCH IMPLEMENTATION / DEPLOYMENT IDENTIFICATION OF CRITICAL EXPERIENCES IDEATION & IDEA SELECTION PROTOTYPING & DEVELOPMENT Well, is there a loop? Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 31. LEAN UX LEAN STARTUP DESIGN THINKING SERVICE DESIGN AGILE DEVELOPMENT AND ALL THESE OTHER IMPRESSIVE MODELS …Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 32. EVERYONE LOVES MODELS. OH YEAH. Photo Credit: AXA Digital Agency Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 33. WHAT IF YOU NEED TO GO BACK? BUT WAIT! Photo Credit: AXA Digital Agency Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 34. LET’S BE HONEST. THIS IS NOT REAL. Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 35. THE LEAN AGILE DESIGN THINGYTHING™ Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 36. THE LEAN AGILE DESIGN THINGYTHING™IS COMMON SENSE BUT NOT COMMON PRACTICE. Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 37. ISN’T THIS COMMON PRACTICE? WHY … ◊1 Some believe projects can be planned end-to-end. They can’t. ◊2 Design processes get squeezed into models and silos again. They are not open and iterative anymore. Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 38. ALWAYS UNFINISHED MANY EXPERIMENTS ASK REAL HUMANS LEANUX LEANSTARTUP DESIGNTHINKING SERVICEDESIGN AGILEDEVELOPMENT SO ESSENTIALLY – NO MATTER WHAT YOU CALL IT – THESE ARE OUR ALL PRINCIPLES: Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 39. ITERATIONS PROTOTYPES RESEARCH LEANUX LEANSTARTUP DESIGNTHINKING SERVICEDESIGN AGILEDEVELOPMENT SO ESSENTIALLY – NO MATTER WHAT YOU CALL IT – THESE ARE OUR ALL PRINCIPLES Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 40. ITERATIONS PROTOTYPES RESEARCH Photo Credit: Shutterstock / CTR Photos Design for Impact This Lean Agile Design Thingything @MrStickdorn
- 41. THANK YOU!Marc Stickdorn: @MrStickdorn Slides designed by Jakob Schneider: @jakoblies Our service design software: www.smaply.com / www.experiencefellow.com Free download of all paper templates: www.smaply.com NEW BOOK 40% DISCOUNT VOUCHER Order your copy here: oreil.ly/morethanmetrics You save 40% on books, 50% on ebooks/videos. Design for Impact This Lean Agile Design Thingything @MrStickdorn