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
   

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2. Welcome to Accidental Innovation
   What we did
   How we did it
   And what we learnt from it
   

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3. Focus on 5 Vulnerable Member groups
   Focus on technique & tangible outcomes
   What we did | focus areas
   

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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…
   

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5. Empathise Define Ideate Sketch Showcase Implement
   Week 1 Week 2 Week 3 Week 4 Week 5 Ongoing
   How we did it
   

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6. Reflection > Empathy
   Week 1 | Empathy Mapping
   Week 1 | Empathy Mapping
   

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7. And then the Magic started to happen.
   

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8. Reflection
   

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9. In one week, people had shared over 50 articles…
   Reflection | What people shared
   Week 2 | Define
   

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10. Reflection > Communities
    Reflection | Communities
    Week 2 | Define
    

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11. Reflection | Innovation
    Week 3 | Ideation
    

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12. Reflection | Vivid Service Model
    Week 4 | Sketch
    

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13. Reflection | Vivid Service Model
    Week 5 | Showcase
    

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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
    

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15. Reflection | Process Improvement
    

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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
    

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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
    

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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:
    

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19. Lisa, Rest Member
    

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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.
    

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