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Frequently Asked Questions

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Design Thinking
• Review the core principles of Design Thinking
• Why it’s important
• Who should participate
• How to create a culture of Design Thinking
• Practical ways to drive creativity and innovation

6.
What is Design
Thinking?
• Design thinking is a
customer-focused,
iterative approach to
business practices that
can solve common
problems for
organizations and their
customers in more
innovative ways.
Goal Oriented,
outside in approach to
solving for customer experience

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77
Human Centric
Empathy &
Observation
Defining the Shared
Problem
Ideating on Solutions
Develop prototype
Test prototype

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8
Why Design
Thinking is
Important

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9

10.
1010

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Current State Future State
imagine an ideal organization
transformed by digital
technologies and capabilities
that improve processes, engage
talent across the organization,
and drive new value-generating
business models.

12.
1212

13.
Experience Economy…
where Innovation leading
to a unique customer
experience is what
separates the winners from
the losers
Design Thinking enables organizations to create
value by more effectively ideating to uncover a
broader set of possible products and services
to better meet customer needs, deepen
customer and supplier relationships,
and improve the design of digital experiences.

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“You must see the
world anew”
What we have is
a crisis of
imagination”
Peter Buffet

15.
Who Should Participate?

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Changing Nature of Work
Where are the good ideas?
Siloed Approach
Mission-driven Teams
YESTERDAY TODAY
vs.
“Hero Teams
Everyone is a
Designer
Connect & Collaborate
Command & Control

18.
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Everyone is
a Designer

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19
Let’s chat
I consider myself a designer (in my organization?)
Yes
No
Not quite sure

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Does your organization support an “Everyone is a Designer” culture?
Yes
No
Sometimes
Not sure

21.
How to Create a Culture
of Design Thinking

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Start with the Customer

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2323
Then add YOU
Begin with an open/beginner mindset
Learn about the problem
Stay curious- Ask new questions
Observe customers in their own environment
Embrace uncertainty

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Organizational Innovation

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HUMAN CENTERED DESIGN THINKING COMPETENCY FRAMEWORK
• Research
• Ethnography
• Testing
• Observing the Customer
• Stakeholder mapping
• Experience mapping
• Organizing Insights
through Affinity
Clustering
• Assessing & Filtering
Insights
• Generating &Framing
Insights
• Generating Ideas
• Modeling Ideas
• Communicating Ideas

26.
Does your
organization
currently offer
Design
Thinking
Development
opportunities?
Yes
No
Not sure
In pockets

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How can Skillsoft Help?
HUMAN CENTERED DESIGN
THINKING COMPETENCY
FRAMEWORK
10 Critical Competencies to Master for
Human-Centric Design
SKILLSOFT COURSE OFFERINGS

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Video-based Microlearning
“Design Thinking for Innovation” Courses
Expanding the existing curriculum with new cutting-
edge content covering design thinking
competencies
• Stakeholder Engagement
• Defining Opportunities
• Brainstorming and Ideation
• Prototype and Testing
Developed in partnership with PDD Innovation
Pragmatic Application
Examples
High Definition, Video-
Based Courses
High-Motion Iconography
Brings Content to Life
Modern, Engaging
Instructional Design

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30.
“
“Design Thinking has great
power to solve problems for
us. It’s not just about the
design of a product, it’s
about any complex
problem. It’s a set of tools
and techniques that enables
us to engage in creative
problem solving that is
rooted in really
understanding the
experience of the user and
how we can make it better.”
Mike Roberto,
Skillsoft Expert on Design
Thinking, Skillsoft 2017

31.
“Design’s greatest superpower is that
it helps navigate the unknown
through cycles of creativity and
critical thinking. Design asks that we
enter the process with an open mind;
it assumes we don’t know the answer
from the very beginning, which
liberates us from going into the
process with a promise of certainty”
Lisa Kay Solomon,
Skillsoft Expert on Design
Thinking, Skillsoft 2018

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“People go where they feel welcome but stay where they feel
valued”
Employee Experience Customer Experience

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Design Thinking Business Impact
Using design thinking organizations can
• Increase sales and conversion rates through
better offerings and experiences
• Reduce maintenance with fewer calls to
customer support
• Increase close rates from visitors to customers
and average order value
• Improve products and experiences to drive
higher satisfaction to increase customer
retention, upgrades, and return.
“While mostly viewed as a technique
for unlocking innovation, design
thinking offers the chance to shorten
development timelines, better use
resources and create experiences
that differentiate your portfolio.”
Apply Design Thinking to Accelerate Time to
Market and Reduce Development Costs,
Lars Van Dam, Gartner Group, September
2018

34.
Questions? Reach out! Kristin.Shackelford@Skillsoft.com
Kristin Shackelford, Solution Principal,
Organization Transformation, Skillsoft
Corporation
20+ Years experience guiding Executives for
successful transformation, Kristin supports as a
Global Evangelizer of Skillsoft’s Business, Leadership
and Digital Transformation portfolios. Seeker of
industry insights and customer partner in building the
workforce of the future. With the objective of a
stronger DevOps culture, Kristin’s expertise secures
greater confidence amongst Senior Leaders to break-
down silos.

35.
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Re-evaluating Your Organization’s Skill Gaps
Thursday, November 21, 2019
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