Design Thinking Strategy for Customer Experience (Rajesh Kuppuswamy)

This is not just another workshop. It is an interactive play, where each person plays a role in helping everyone understand Design Thinking strategy; with three acts and an awe inspiring finale!

Act I: To Think or to Design Thinking
Tracing the popularity of Design Thinking, this act lays the foundation to understand Design Thinking principles, with creative exercises and provoking discussions.

Act II: Strategizing with Design Thinking
Putting Design Thinking in Action does not require a lot of effort, but requires a disciplined focus and a unique strategy dedicated to deliver exciting user experiences

Act III: Design Thinking Strategy in Action
Discussing on best practices and learning experiences in the practice of a Design Thinking strategy to drive engaging customer experiences, this act describes Polaris’ Design thinking strategy.

And, last but not the least, presenting one of the results of Polaris Design Strategy, ROBIN, the World’s first Robot for Banking and Insurance… live !

Transcript

1. Rajesh Kuppuswamy, UXINDIA13 Conference Presentation
2. Design Thinking Strategy for Customer Experience Rajesh Kuppuswamy Chief Design Officer @rajkupp
3. What is Design
4. Desireabilit y |Inspiration Viability |Implementation Feasibility |Ideation Human Business Technology Experience Act - I Source: IDEO
5. What is DESIGN - 2 Act - I Source: The Design of Business, Roger Martin, 2009
6. Understanding Requirements (Stated, Unstated) Observing Pattern Connecting the dots Unearthing Blind spots Act - I What is DESIGN – 3 ?
7. Process of Design
8. Process of Design Act - I Define the Problem Asking Right Questions Step 1 Divergence •  Create Possibilities •  Create Choices •  Connect the dots Step 2 Convergence •  Decision framework –  Features –  Time –  Cost •  Make choices (Delete 80%) •  Connect pieces •  Test design Step 3 Prototype •  Test and Test •  Fail fast •  It is okay to fail Step 4 Communication •  Story boarding •  Presentation Step 5
9. 8 ABOUT US
10. Polaris – A Financial Technology Company Key Facts • 25+ Years of Successful operations • Servicing 9 of the top10 Banks, 7 of the top 10 Insurance Companies • 13,000+ Financial Technology experts; 25+ Centre of Excellence in functional & technology areas • Most recognised Financial Technology provider & exhaustive coverage by all top analysts (Gartner, Forrester, et al.) • Certified and contributor to all premier process certifications (CMMI ML5, ISO 9001, ISO 20001, ISO 27001, ISO 14000) • Alliances with leading technology vendors, financial services industry networks and global software excellence groups • Key Acquisitions – OrbiTech, SEEC Inc, LaserSoft, IndigoTX, IdenTrust 14 DELIVERY LOCATIONS SPREAD ACROSS 8 COUNTRIES 40 RELATIONSHIP OFFICES IN 30 COUNTRIES Research Commitment | Exemplary Execution | Strong Customer Relationship | Multi-Dimension Learning FT Consulting FT Sourcing FT Products FT Practices For organisation Wide transformation Drives Global Sourcing and Managed ervices Powered by formidable Intellect® Global Universal Banking. Over 70 product components for Health, Causality and LifeFT Leverage Domain / Tech expertise for aggressive Solution delivery CORPORATE INITIATIVES
11. Rajesh Kuppuswamy Twitter @rajkupp Linkedin.linkedin.com/in/ rajeshkuppuswamy/ Email rajesh.kuppuswamy @polarisFT.com •  Chief Design Officer, CTO for Products and Head – FT Research Department •  MS Computer Science, University of Arizona •  Led Product Development teams in Amazon and Microsoft and startup in Silicon valley •  Led Consulting teams in Oracle •  Manifested the first physical space for Design thinking in creation of FT products in Chennai, called FT8012 •  Recent work: ROBIN, the world’s first Robot for Banking and Insurance We are hiring – Smart Passionate people to work in FT8012 on UX and Design Thinking