Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Design Thinking Strategy for Customer Experience (Rajesh Kuppuswamy)

uxindia
October 24, 2013

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 !

uxindia

October 24, 2013
Tweet

More Decks by uxindia

Other Decks in Design

Transcript

  1. Rajesh Kuppuswamy,
    UXINDIA13 Conference Presentation

    View full-size slide

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

    View full-size slide

  3. What is Design

    View full-size slide

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

    View full-size slide

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

    View full-size slide

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

    View full-size slide

  7. Process of Design

    View full-size slide

  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

    View full-size slide

  9. 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

    View full-size slide

  10. 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

    View full-size slide