3. Today Project Introduction Design Thinking EA: New Paradigm
access:Tufts Demo
Tools & Takeaways
Conversation

4. IMAGE SOURCE: http://savvycomsoftware

5. “We can make it easier to get work done at Tufts!”

6. Source: http://team. tufts

7. IMAGE SOURCE: http://www.decohubs.com/explore?t=minimalist

9. We Matter

10. Where do we begin? Typical approach  What tools do we have?
Big iron can solve this! Let’s make it easy on ourselves and get everyone interacting directly with PeopleSoft

11. Empathy

12. The people who face the problem every day hold the key to the answer.

13. Actions
Motivations
Questions
Barriers

14. “Design thinking is a human-centered approach to innovation that draws from the designer's toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success.”
- Tim Brown, President and CEO, IDEO

15. Inspiration Ideation Implementation
Source: IDEO Human Centered Design Field Kit
Implementation

16. Empathy
Define
Ideate
Prototype
Test

17. Discovery
Interpretation
Ideation
Experimentation
Evolution

18. “Give us three months…”

19. HCD Process ITERATIVE Frame the problem Project plan Build the team
Recruiting plan
Research
Synthesis
Prototype
Evaluate
Refine
ITERATIVE

20. Design Thinking Process - Inspiration
Observe users
Form insights – find the “why” in what you see!
Group storytelling
Broad insight generation – “Sometimes people will…”

22. UX Research - Discovery
Diagonal slide of the organization:
“Customers” – staff and faculty who engage in transactions (on their own behalf)
Tufts Support Services who assist customers
IT Help Desk support staff
Managers, Directors, VP’s
Contextual Inquiry

23. Design Thinking Process - Ideation
"How Might We...?"
Brainstorm Ideas
Select top 2 or 3
Storyboard

24. IDEO’s 7 Rules for Brainstorming
Defer judgment
Encourage wild ideas
Build on the ideas of others
Stay focused on your topic
Be visual
One conversation at a time
Go for quantity
Source:

25. Design Thinking Process – Implementation
Design Experiments
Test
Iterate

26. Design Thinking Process to Reframe a Problem
How might we…
Why do we want to do that?
What is stopping us from doing that?
Revise: How might we...?
Has our concept of the problem changed?

28. Tools We Use Fly on the Wall Observation Contextual Inquiry
One-On-One Interview
Expert Interview
Group Interview/Focus Groups
5 Why (Root Cause/Fishbone or Ishikawa Diagram)
Design Charrettes
Service Blueprinting

29. Design Charrettes

30. Design Charrette Current State:
Rapid (individual) brainstorm on Post It notes – “Why is [process] so complex? Where are the pain points? What is it preventing us from making it easier?” (5 min.)
Synthesis: Combine all members’ Post It notes and organize into groups, you can add new ones as you go, remove duplicates (5 min.)
One person from each group reports out to whole room/group discussion (20 min.)
Future state:
Respond to the problems you've identified. Describe, on index cards, how the experience could be different! Use “How Might We…” (10 min.)
Together, create a storyboard that describes the experience of initiating and completing a [process]. Start with the user experience and move to the completion of the business process. You can use specific technology references if it helps.

32. Analogous Inspiration

33. Prototyping

41. Architecture & Development
Enterprise Architecture
Relevance of Search
Product Release Plans
Architecture & Development

42. User Stories 3C’s How they were used Show our user stories
See how easy it is to get started…

43. Development Process Agile cross adapted DAD Sprints and spikes
Card wall
Gantt chart as a communication vehicle

45. Enterprise Architecture: a New Paradigm for Tufts University
FROM point-to-point system connections – expensive, difficult to maintain, constraining
TO scalable and adaptable cloud-based integration:
Data flow across multiple systems including legacy on premise and cloud SaaS (today).
Consistent data and business rules throughout the university (future).

51. Search “Search is the user's lifeline for mastering complex websites”
- Jakob Nielson1
Give the user the ability to “control their own destiny.”
Give the user an “escape hatch” in case they get stuck.
1Nielson, Jakob. "Search: Visible and Simple." Search: Visible and Simple. May 13, Accessed March 13, and-simple/.

53. Ongoing Process of Portal Development
Select subset of process
Design digital workflow solution
Extract design pattern
Apply to other sets of processes
Release quarterly

54. Product Roadmap Build Base System 2-8/2016 Discovery for Component 1
9-12/2016
Build Component 1
1-6/2017
Discovery for Component 2 (or next 20 transactions)
7-10/2017
Build Component 2
8/2017-2/2018

55. Resources Articles: Design Kit: The Course for Human-Centered Design
Design Kit: The Field Guide to Human-Centered Design
45 Design Thinking Resources for Educators 
Service Design Toolkit
How Might We video
Books
Change by Design
Building Microservices
Design Sprints
Disciplined Agile Delivery

56. Thank You! Thomas W. Cox thomas.cox@tufts.edu Louis Kaczmarek