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
   

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2. Design
   Thinking
   Strategy
   for Customer
   Experience
   Rajesh Kuppuswamy
   Chief Design Officer
   @rajkupp
   

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3. What is Design
   

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4. Desireabilit
   y |Inspiration Viability
   |Implementation
   Feasibility |Ideation
   Human Business
   Technology
   Experience
   Act - I
   Source: IDEO
   

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5. What is DESIGN - 2
   Act - I
   Source: The Design of Business, Roger Martin, 2009
   

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6. Understanding
   Requirements
   (Stated, Unstated)
   Observing
   Pattern
   Connecting
   the dots
   Unearthing
   Blind spots
   Act - I
   What is DESIGN – 3 ?
   

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7. Process of Design
   

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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
   

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9. 8
   ABOUT US
   

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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
    

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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
    

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