customer co-creation
TRANSCRIPT
Customer Co-CreationBoston Design Thinking Meetup
2/29/2016 Blue Cross Blue Shield MA
Fall in Love with the Problem
Steps in Design Thinking
Empathy
Define
IdeatePrototype
Test
Prototype as if you know you’re right, but test as if you know you’re wrong.
High Five Everyone
Make Everyone Happy
Ambiguous Problem
Complex Problem
Ambiguous Problem
Complex Problem High Five Everyone
Ambiguous Problem
Complex Problem
Make Everyone Happy
High Five Everyone
Ask questions… Tell Stories…
Then switch
Interview your partner
What do you dislike the most about your device or the app you use the most?
What do you love the most…?
Remember to take notes
Dig Deeper… Ask “Why”…
Emotion Drives Behavior
Look for those emotional triggers and ask Why are they important…
…ask Why again…
Design a Take-out App
Or
Design a Take-out AppYou will have 8 minutes to design an app with your partner
You will find a new partner and test your app for 5 minutes
You will find a new partner and test your app AGAIN for 3 Minutes
Then switch
Design your app Together
Then switchThen switch
Test & Revise your Prototype
Then switch
Test & Revise your Prototype
Then switch
User Testing Party
User Testing PartyEveryone gets a job: Facilitator, Note-taker or User
Facilitator and Note-taker will trade prototypes
The Users will provide feedback on the prototypes created by the Note-taker, while the Facilitator leads the Test
After 8 minutes everyone gets a new job
Facilitator
Note-taker (no talking)
User User
Note-taker’s Prototype
Then switch
Listen and gather feedback
…So, what just happened?