8. DESIGN THINKING
A process for innovation centered on finding what is desirable for the user as
well as technologically feasible and economically viable for an organization
Empathize
Define
Ideate
Prototype
Test
11. DESIGN SPRINT
A framework for working through critical business problems in 5 days with a
multidisciplinary team
1 Understand
2 Sketch
3 Decide
4 Prototype
5 Test
12. THE QUESTION:
How can we better meet client’s
needs and improve our overall
client experience?
16. LET’S JUST JUMP IN…
8 clients
Within 200 miles of headquarters
In-home interviews
? 2 hr sessions to better understand who they are and their needs
EMPATHIZE
43. STEVE THE STOCK TRADER
51 yrs old
Divorced
Project Manager
“I like to invest in
companies that I
can walk into a
store and see how
they’re doing.”
Investments
Savings
Retirement Plan
Home
Checking
HOW I ORGANIZE MY MONEYIMPORTANT TO ME
• My job
• My kids
• Keeping up with
the market
Steve is very focused on his career and likes to
invest whatever he can into companies that he
likes. Company stock got him started in stock
trading because he felt like he kept up with his
company as it did well. He now supports
companies that he can walk into the store and
see how they’re doing. He got divorced while his
kids were growing up, but tries to stay involved
and supports them as they grow up.
SALLY THE STEADY SAVER
48 yrs old
Married
Stay-at-home Mom
“I’m a very frugal
person, I just put
money away so I
can’t miss it.”
Retirement Plan
Savings
Home
Investments
Checking
Roth IRA
529
HOW I ORGANIZE MY MONEYIMPORTANT TO ME
• My family
• Saving money
• Volunteering
Sally is focused on making sure she has money
put away for anything her family might need it
for. They save a lot for retirement, put away
some for the kids college, and keep the rest in
various types of accounts. She’s focused on
making sure they live a frugal life to ensure a
stable future. As a stay-at-home mom, Sally
spends a lot of time with her kids and likes to
volunteer to help with their school and the
community where they live.
RICK THE RETIRED
74 yrs old
Married
Retired Engineer
“I love all of the
extra time I have
to spend with my
family now that
I’m retired.”
Retirement Plan
Savings
Investments
IRA
Home
Checking
HOW I ORGANIZE MY MONEYIMPORTANT TO ME
• My family
• Covering my
expenses
• Enjoying the time
I have
Rick is confident that he has enough to see him
and his wife through retirement. He has
everything in place for when he passes,
including the funeral arrangements. He is in
good health right now and wants to spend his
time with his family, particularly his grandkids.
Rick's pension helps with expenses in
retirement and he can make up the rest with
social security and his savings.
PAT THE PARALYZED DECISION MAKER
52 yrs old
Married
Administrative Assistant
“I just can’t
decide what to do
with my money,
there are too
many options.”
Savings
Retirement Plan
Home
Investments
Checking
Roth IRA
HOW I ORGANIZE MY MONEYIMPORTANT TO ME
• My kids
• Saving money
• Family vacations
Pat worries that her money isn’t working hard
enough for her. She worked hard for her money
and doesn’t like the thought of losing it, so she
is very risk averse. Overtime she thinks of finally
doing something with her money, she gets
paralyzed taking the final step to take action.
She would benefit from someone’s advice, but
doesn’t want to pay for a professional and is still
worried about the risk.
PAUL THE PROPERTY MOGUL
34 yrs old
Married
IT Professional
“I like the steady
stream of cash my
investment
properties provide.”
Investment Properties
Retirement Plan
Home
IRA
Investments
Checking
HOW I ORGANIZE MY MONEYIMPORTANT TO ME
• My family
• Cash on hand
• My properties
Paul is very confident in how he has organized
his money. His confidence is reflected in his
thoughts about his real estate purchases. He
likes the security of knowing that his properties
provide steady income. This investment in his
future is important to provide stability to his
family. Paul doesn’t feel like he needs formal
financial advice, he’s happy talking to friends
and family members and acting on his finances
himself.
44. GRADUATE COLLEGE GET A JOB BUY A HOUSE GET MARRIED RAISE KIDS RETIRE
OUTFLOW
INFLUX
On-going
One time
One time
On-going
28 yrs old
Single
Firefighter
Dad & Brother
passed away
40 yrs old
Living with partner
Part Time Music Rental
Paid off CC debt
35 yrs old
Married
IT
Rental properties
33 yrs old
Married
Systems Engineer
Rental properties
50 yrs old
Married
Admin. Assistant
Inheritance
47 yrs old
Married
Small Bus. Owner
Retirement paid for
75 yrs old
Married
Retired Engineer
Funeral paid for
53 yrs old
Single
Retired Engineer
Retired at 50
48 yrs old
Married
Engineer
Rental properties
34 yrs old
Married
College Athletic Director
Liquidated savings
74 yrs old
Widowed
Retired Admin. Assistant
Husband died of
Alzheimers
63 yrs old
Divorced
Retired Parole
Supervisor
Terminal Cancer
55 yrs old
Divorced
Real Estate Broker
Wife died
Supporting adult
son
60 yrs old
Divorced
Editor
Divorce
Supporting adult
son
56 yrs old
Married
IT Manager
Immigration
Supporting adult
son
29 yrs old
Married
Stay at home mom
Supporting stepson
43 yrs old
Married
Digital Project Manager
Immigration
73 yrs old
Married
Retired Teacher
Special needs son
45 yrs old
Married
Stay at home mom
Husband’s medical
Retirement & bills
52 yrs old
Married
Part Time School Admin.
Bankruptcy
48. OUR MODIFIED SPRINT
DAY 1 DAY 2 DAY 3 DAY 4
Define sprint questions
4 part sketch:
Notes
Solution review, vote and
critique
Test
Competitive research and
sketches
Ideas Strawpoll
Lightening demos Crazy 8s Supervote
Define design principles Solution sketch Create final storyboard