Driving Customer Success and Digital Transformation via Design Thinking

Core features of design thinking include the ability to:

  • resolve ill-defined or ‘wicked’ problems
  • adopt solution-focused strategies
  • use abductive and productive reasoning
  • employ non-verbal, graphic/spatial modelling media, for example, sketching and prototyping

What is its relevance to C-level officers today?

  • Ensure better efficiency as most of the time is spent in finding the true problem, reframing the real problem, ideating and when the ideas are prioritized and tested using paper prototypes, the products or service design will fall into place.
  • There is a positive change to organizational culture, as Design Thinking works well internally too as it moves large decisions from the board room to the front-line workers. It results in better collaboration and communication — two important aspects of successful businesses.
  • It opens up new avenues of businesses and opportunities for expansion which again is important in today’s digital world where customer attention and loyalty are critical to success.
  • It does away with a lot of time-consuming or tedious technologies which enterprises traditionally invest in, to better understand data. Instead, the focus is only on certain required tools resulting in reduced infrastructure costs.

Implementing Design Thinking

  • Bring in the experts & cross-functional participants who will re-evaluate your offerings from the user perspective
  • Build your belief in this process by launching it experimentally. The low-risk experiments can even be internal ones. The answers to unsolvable internal problems may suddenly emerge surprisingly.
  • Change the overall approach to AI from data driven to creativity driven. Use data-driven engineering to co-create solutions making your customer as empowered as possible in the product cycle.
  • Encourage collaboration, divergence & convergence to co-create insights and reframe solutions
  • Finally, remain continuously focused on the user experience (with human-centered design in mind).

Design Thinking with AI Innovation for Future-Proof Products

  1. Human-Centered Approach to Design Thinking
  2. John Edward Arnold, Stanford University
  3. Design Thinking as a Concept
  4. Workshop-led-Approach on AI-Innovation Design Thinking
  5. Wikis on Design Thinking origins and uses
  6. D.School (Stanford University)
  7. Cross,Nigel (2011). Design thinking: understanding how designers think and work. Berg. ISBN9781847886361.
  8. Prototyping: Cross, N. “The Nature and Nurture of Design Ability”, Design Studies, 11 (1990) 127–140.
  9. Design Thinking for Innovation
  10. Human-Centered Approach to Design Thinking
  11. John Edward Arnold, Stanford University
  12. Design Thinking as a Concept
  13. Workshop-led-Approach on AI-Innovation Design Thinking
  14. Wikis on Design Thinking origins and uses
  15. Cross,Nigel (2011). Design thinking: understanding how designers think and work. Berg. ISBN9781847886361.
  16. Prototyping: Cross, N. “The Nature and Nurture of Design Ability”, Design Studies, 11 (1990) 127–140.
  17. Design Thinking for Innovation
VirooPax Mirji, VP — Digital Innovation with AI

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Entrepreneur, innovation leader, Industry disrupter, Data Ops Automation, Mobile/media/cable domain, OTT, Maker, Design thinker, & CRM/Billing services leader

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VirooPax Mirji

VirooPax Mirji

Entrepreneur, innovation leader, Industry disrupter, Data Ops Automation, Mobile/media/cable domain, OTT, Maker, Design thinker, & CRM/Billing services leader

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