UXA2022 Day 2; Kerry Matheson & Catherine Gleeson - Slowing down to speed up: The accidental innovation

In a world where we are striving for increased velocity, greater productivity and better efficiency we talk about the unexpected Value we produced through the process of stretching our design sprint over 5 weeks instead of a single day.

We’ll talk about how we seeded a design thinking model which encouraged a deeper understanding of our most vulnerable members while generating a cultural shift into collegial cross-team collaboration.

You’ll not only get an insight into the value pockets we extracted, but also gain insights into a practical format to run your own design thinking sprint.

We’ll share the insights we gained along the way as well as a practical format to run your own design thinking sprint.

Transcript

1. Accidental Innovation The 5 Week Sprint Model Kerry Matheson – Head of Member Journeys Catherine Gleeson – Head of Human Centered Design
2. Welcome to Accidental Innovation What we did How we did it And what we learnt from it
3. Focus on 5 Vulnerable Member groups Focus on technique & tangible outcomes What we did | focus areas
4. 9.00 – 10.00am Intro purpose and icebreaker 10.00 – 11.00am Personas & Empathy Mapping 11.15am – 12.15pm Problems & Opportunities 1.00 – 2.00pm Ideate & refine 2.00 – 2.30pm Present & Vote What we were going to do in a single day…
5. Empathise Define Ideate Sketch Showcase Implement Week 1 Week 2 Week 3 Week 4 Week 5 Ongoing How we did it
6. Reflection > Empathy Week 1 | Empathy Mapping Week 1 | Empathy Mapping
7. And then the Magic started to happen.
8. Reflection
9. In one week, people had shared over 50 articles… Reflection | What people shared Week 2 | Define
10. Reflection > Communities Reflection | Communities Week 2 | Define
11. Reflection | Innovation Week 3 | Ideation
12. Reflection | Vivid Service Model Week 4 | Sketch
13. Reflection | Vivid Service Model Week 5 | Showcase
14. 90% of the information transmitted to our brains is visual 10% text cat, dog, building, baby, truck, cloud, picture, mouse, shoe, sun, cup of tea, grapes, apple, tree, bread, camera, leaf, flower, compass, ship, tv, car, t-shirt, sock, cheese, sign, door, pencil, poem, slide, crowd, unfortunate, trouser, shiver, enfix, bomber, hardship, excavation 60,000 times faster than text Our brains process visual info The power of visual thinking… 80% seen and done After three days we retain 65% visual 10-20% written We remember
15. Reflection | Process Improvement
16. “Understanding the members needs helps us improve and achieve goals as company” “Even after this is finished, I’d love to keep focusing on these members” “I’ve really enjoyed having the time and opportunity to really think about some issues” What the participants said
17. Empathy Communities Innovation Process Improvement Vivid Service Model Deeper connection with our members Relationships among our teams Strong foundations for innovation Clear service offering Optimised facilitation and workshops Reflection | Accidental Innovation
18. Our Reflection • Creating deeper empathy • Building relationships • Pivoting to better outcomes Innovation is not a linear process Don’t underestimate the power of time in:
19. Lisa, Rest Member
20. For more information please contact: Kerry.Matheson@rest.com.au Catherine.Gleeson@rest.com.au This presentation was current on 1st August 2022. Retail Employees Superannuation Pty Limited ABN 39 001 987 739, trustee of Retail Employees Superannuation Trust ABN 62 653 671 394. This document may contain general advice which has been prepared without taking account of your objectives, financial situation or needs. Before acting on the information or deciding whether to acquire or hold a product, consider its appropriateness and the relevant Product Disclosure Statement and Target Market Determination which are available at rest.com.au/pds.Rest has no relationships that might influence our advice to you. Rest does not pay or receive commissions.