Michał Grabarz, Director for SSC & Finance Transformation ProgramsDariusz Lis, Innovation Consultant and Managing Partner

Bringing Design Thinking to IT

Transform Ourselves - ThesisGartnersuggests:

!ITexecutivesshouldtakealeadershipstanceonhelpingtherestoftheorganization!ITcapabilitiescanbespreadtootherpartsoftheorganizationtoachievebetterfinancialresults.!ITcanleadtheefforttouseamixofITandbusinesscostoptimizationforincreasedbusinessperformance

https://www.gartner.com/doc/3232617?srcId=1-6595640733#a1148578278

Transform Ourselves - BackgroundGartnerobserves&forecasts:

Advancedanalyticsgoesfarbeyondinsightsandexplainingwhathappened.…itisaboutdiagnosingrootcausesandeffects,andaboutanticipatingandoptimizingoutcomes,behaviorsandprocesses.

!PredictiveAnalyticstransformingB2BSelling

–Promisses improvingB2Bsalesprocesses,especiallyleadandopportunityconversion–GartnerisencouragingITleaderstobechargedwithsupportingthesalesorganizationtoanalyze theirbusiness

purposesandproductcapabilities! AdvancedAnalyticstoPredictEquipmentFailure

–Investinginadvancedanalyticstohelpthempredictthefailureofmission-criticalequipmentorassets.

!FieldServiceimprovementthroughanalytics

–Newbusinessintelligencecanhelpincreaseefficiencyofthefieldservice

https://www.gartner.com/doc/3090420?ref=SiteSearch&sthkw=Innovation&fnl=search&srcId=1-3478922254

Transform Ourselves – Empathy

WHY DESIGN THINKING

1 2 3 4 5 6 MINDSET TOOLS PROOFS BRINGING IT ALL

TOGETHERMETHODS

Key critical principles of Design Thinking

PROBLEMFOCUSED

SOLUTIONFOCUSED

DESIGNMETHODS

DESIGNPROCESS

Customerjourneymap,Userprofiles,interviewing,5Y,prototyping,mindmapping.

ABSL IT Club SurveyAre you already applying Design Thinking approach in your organization?

Effective Motorics of Design Thinking

Design Thinking - Market Insight

http://www.horsesforsources.com/design-thinking-save-outsourcing_070215#sthash.X9AJw8pT.dpuf

Horses for Sources:

…real methodology,that enterprises can understandand embrace already today…

Design Thinking in services

Horses for Sources:

... what’s possible beyond doing laborarbitrage?

DT is increasingly important to bringtogether new concepts and ideas, betterteamwork, and ways to designoutcomes

http://www.horsesforsources.com/design-thinking-blueprint_012416#sthash.fjK3YwjD.dpuf

LeverageDesignThinkingtostartnewvaluepropositionandstartR&DcenteroutofSSC

TransitionTechnologiesusedDesignThinkingtogetherwithinnovationculturetocreatenewvaluepropositionformainpartners:PTC.

UtilizesinternalcultureofinnovationandDesignThinkingtoempoweralltheworkforcetothinkdifferentlyaboutclientsandproblemsthatmaydrivenewsolutions.

Overtheperiodof24months,TTshiftedfromSSCcentertobeResearch&Developmentcenterbycombininginternalknowledgeofitsemployees.

We have seen it, we have done it, we want to share …

Forester:LeverageDesignThinkingToSparkACustomer-ObsessedInnovationCulture

InfosysusedDesignThinkingtoshiftitsinnovationculture.InfosysclientsuseDesignThinkingtosparkculturalchange.

InfosyswantstouseDesignThinkingtrainingtomakeproblem-findingakeyelementofitsemployees’skillsets,enablingthemtothinkdifferentlyaboutclients’problemsandcomeupwiththerightsolutions.

Injust10months,Infosyshastrainedmorethan36,000employees,including500seniorexecutivesonDesignThinkingprinciples.

Gartner:Designthinkingbuildssolutionsforcomplex,intractableproblemsinatechnicallyfeasible,commerciallysustainableandemotionallymeaningfulway.

MINDSET

2 1 3 4 5 6 WHY DESIGN

THINKINGTOOLS PROOFS BRINGING IT ALL

TOGETHERMETHODS

Today: IT as an internal service provider

InformationTechnologyandSystems

ServiceDesk

InfrastructureMaintenance

ApplicationManagement

IncidentandProblemresolution

ServiceLevelAgreement

ITBudget SSCBudgetMergers&Acquisitions

BusinessTeam

ITTeam

ServiceDelivery

Sourcin

g

Procurem

ent

Inbo

und

Delivery

Prod

uctio

n

Marketin

g

Sales

Outbo

und

Delivery

After-S

ales

Supp

ort

Resource&Development

StrategicManagement

OperationalManagement

Finance&Accounting

Today: Focus on ITSM efficiency & user experience

OperationalBudgetfocus

TeamProductivity

Infrastructure&systemsTCO

ServiceAvailability&Usersupport

InvestmentBudgetfocus

SLAFocus

BusinessseesandstateslimitedexpectationstowardsIT

ABSL IT Club Survey What is the major focus when discussing IT performance plan?

HowBusinesslooksatITFunction

ABSL IT Club Survey How do you recognize the primary IT Department role in your organization so far?

Howweseeourrole

Today: We solve different problems

Business

IT

BusinessProblems

ITProblems

BusinesssolvesbusinessproblemsandITsolvesITproblems

ITService

Silos

Truthis:IThastheoftenunusedpotentialtosolveCustomerProblems

CustomerProblems

Tomorrow: Redesign IT in “a” Value Chain

Sourcin

g

Procurem

ent

Inbo

und

Delivery

Prod

uctio

n

Marketin

g

Sales

Outbo

und

Delivery

After-S

ales

Supp

ort

Resource&Development

StrategicManagement

OperationalManagement

Finance&Accounting

ITneedstobeseenascontributorintheValueChain

InformationTechnologyandSystems

ITneedstoberecognizedasCustomerValuedeliverypartner,notinternalserviceprovideronly

DigitalizationandAutomationoftodayscustomerexperienceisagoodstartbutnottheendgame.

Tomorrow: Value opportunities beyond costs2

ProductorServiceDelivery

3Productor

ServiceSupport

1Complementary

services

Basicallywecan

contributetoR&D

Weneedtouseourimaginationandempathy

METHODS

3 1 2 4 5 6 MINDSETWHY DESIGN

THINKINGTOOLS PROOFS BRINGING IT ALL

TOGETHER

ABSL IT Club Survey Do you have knowledge about Design Thinking methods?

ABSL IT Club Survey Are you already applying Design Thinking approach in your organization?

Today: Methods

„własneplecy”,tznpowolaniesięnanaszwłasnyresearch.Cośa’laITClubresearcho

którymmówiliśmywBydgoszczy.Dajetomożliwośczaczęciazmocnego„youtold

us…”

Tomorrow: Methods

Tomorrow: Methods

Tomorrow: Methods

NOSINGLEONE

Direction" AGILE&INTERATIVE

TOMORROW Methods?

TOOLS

4 1 2 3 5 6 METHODSMINDSETWHY DESIGN

THINKINGPROOFS BRINGING IT ALL

TOGETHER

TODAY: Tools

REMEDY ITSM

TOOLSETONLINE

DASHBOARD SERVICENOW TIVOLI

SAS ENTERPRISE ARCHITECT ITIL, COBIT, SNOW

ENTERPRISE ARCHITECT,

IBM RATIONAL

HP ALM TOOLS,

MICROSOFT TFS

HP SERVICE DESK TABLEU JIRA IBM COGNOS

SOFTTOOLScustomerjourneymap,userprofiles,

interviewing,5why,mindmapping

RAPIDPROTOTYPINGANALYTICSFORUNSTRUCTUREDDATA

TOMORROW Tools?

PROOFS

5 1 2 3 4 6 METHODS TOOLS BRINGING IT ALL

TOGETHERMINDSETWHY DESIGN

THINKING

PROCESS

targetingnewproductgeneration&developmentofideas

combiningart,scienceandtechnology

Product Design

Innovation

Demand-pullinnovationexploringexistingrecognizedopportunity

Invention-pushinnovationhappeningalongthroughresearchoranewidea

Design Example – Service: Shopping experienceVastmajorityofbuyerswillpaymoreforabettercustomerexperience.

http://www.forbes.com/sites/steveolenski/2013/11/25/how-retail-brands-are-using-technology-to-provide-added-value-to-consumers/#51a0931649f4

Catertothemodernuser-experienceandbringpositiveimpactonROI

Inonlinesalesfailuretocompletecheckout(transferringpayment&circulatingaddressinformation)shouldresultincancellationandlossofthesale.

Forester:improvementstoe-commercewebsitesandserviceswilldrive2017USonlineretail

Technologicaladvancementslikeimproveduseofdigitalchannels

Consumerexpectationandeffectiveretailersstandards

enhancedin-storeexperienceandfree,effortlessreturns

one-clickordering

securebillinginformationstorage

directpurchasingfromalternativeretailchannels

Rotating,interactiveproductdisplays

Dynamicpersonalization

Onlineexperiencemorealignedwithconsumerpreferences..

& &

https://www.internetretailer.com/2012/02/27/e-retail-spending-increase-45-2016

Design Example – Product :The Toy That Talks Back

NOTjustrepeatingcatchphrases,as“talking”,thisdinosaurcananswerplain-languagequeries(“Howfarawayisthemoon?”)

…ithelpse.g.withmath,bylearningbasicslike,“Whatis2+2?”&“Canyoucountto10?”askingharderquestionsafterlearning

http://time.com/4115398/best-inventions-2015/

CogniToys DinoleveragingIBM’sWatson

technology,2015

...inameaningfulway.

AccordingtoCogniToys CEODonaldCoolidge,thetrickistomakeeducationaldevelopmentseemlikea“cool,funexperience.”

…itlearnsfromkids’responses

Design Example – Product/Service: AC saving moneyUShomeair-conditioningstatistics:

Spent:$11billion/yearPollution:100milliontonsofCO2.

…theycouldNOTbeturnedonoroffremotely.ThankstoQuirky- GE-backedsitethatturnspeople’sconceptsintocreations

TheAros airconditioner:• mobileapp,trackingownerviaGPStoturnitselfonand

offbasedonproximitytohome.• tellspeopleexactlyhowmuchmoney they’respending

http://time.com/3594971/the-25-best-inventions-of-2014/

Aros airconditionerinnovationusingGPS,2014

…sizablewaste.

…prototypewasreadyafter4months

…“smartaway”lowersenergybills.

Design Example – Product: Wireless Electricity

WirelessInternetandwirelessphones,sowhyeverydayappliancesarestilltiedtothewall.

WiTricity’s technologyinvolvingaplug-incoilthatcreatesamagneticfield,poweringobjectsupto2.4maway.

• Toyotaelectriccars(withchargingmats),• IntelPCs(withchargingpads),andmore.

http://time.com/3594971/the-25-best-inventions-of-2014/

Plug-incoilinnovationfromWiTricity,2014

WiTricity isthinkingbig

Testedby:

Within10years,saysCEO,roomscouldbewiredsothatallappliances—lamps,TVs,stereos—pullpowerfromacentralchargingbase.

OUR PROOFS

5 1 2 3 4 6 METHODS TOOLS BRINGING IT ALL

TOGETHERMINDSETWHY DESIGN

THINKING

Case: SSC-> R&D

Supporting many brands in their product development efforts

LOCALLY MANAGED POLAND SOLUTION CENTER

SUPPORTING GLOBAL SERVICES SOFTWARE DEPLOYMENTS

High-Tech & Electronics Industry HealthcareAreospace &

Defence Automotive RetailResult:

Product Lifecycle Management improvement for 100+ leading manufacturing organizations

Process & Workflow improvement through software solutions

Internal culture of innovation generated on avg. 7 innovations & products per Qtr

Growth of the dedicated SSC from the ground up

sensing for similar problems

More diversified regions and users

Transformation SSC " R&D

Collecting common denominators & experimenting

Business operations:

Software R&D center: • Builing know-how and software

solutions quicker, more precise, and cost effective than the main R&D center

• Being able to consistently ideate and verify the ideas faster than the far “from customer” R&D center and providing supplementary R&D services.

Critical Success Factor:

• monitoring & finding problems across geographies and across end users with understanding of the root cause

• Quick prototyping of the feasible solutions and interating with the customer

• exchanging knowledge internally about problems and addressing R&D solutions on the side

Case: Zero Distance

SUCCESSFACTORS

Monitoringprocessdownholewithvarietyofsensorsusedinunderstandingthelithology,temperature,exactpositionofdrillbitetc.

Dataacquisitionsystemonthesurfaceforprocessing,interpretationandvisualizingofthesensordata.

Systemusedremotelyintrucksbydrillingengineers

COMPANY

OneofthelargestOilfieldserviceproviders– providingdrillingservicestomajoroil

companies

DRILLING

Capitalintensivewithupwardsof

50MUSDforawell.ensuringminimalnonproductivetime

duringdrillingiscritical.

Case – Zero Distance: Engineering Precision

3Dmodellingtotheinterpretationofsensordata

similartoseismicanalysis.

lightweight3Dlibrarytopresentbasic3Dobjectswithuseofbasic

.NETlibrary

Case – Zero Distance: Solution

parallelpresentationofplannedandactualwellpath+lithologyandtemperature.

TohittheOilRepositorySweetSpot

Before

Edithere

After

Thisisasampletext.Insertyourdesiredtexthere.

2018

Case – Zero Distance: Business Value

Improverecoveryby2%saveupwardsof3MUSD/well

AvoidingcostlyerrorslikehittingdrywellswhichcansunkaMUSD50capitalcost.

BRINGING IT ALL TOGETHER

6 1 2 3 4 5METHODS TOOLS PROOFSMINDSETWHY DESIGN

THINKING

ABSL IT Club Survey Would you like to know more about Design Thinking and participate in the Design Thinking Session?

We are already transforming ourselves…

Topartnershipinvaluecreationand

competitiveadvantageownership

Fromlimitedandboundedmaintenance&support

…tomakeourownpersonal lifeeasier!

throughDesignThinking…

Yesterday

Tomorrow

Thank you & Think Design!

Dariusz Lis

Michal Grabarz