Deliver Design Thinking Workshop for Innovation
In November 2014, Mashhood Alam, Navdeep Ganesh and Jaehun Jeong, from the Design and Co-Innovation Center (DCC) traveled to Indianapolis, the state capital of Indiana, to deliver a one-week Design Thinking workshop on the following design challenge: “How might we make Indiana state government more innovative and better able to serve the needs of Hoosiers?” The State and DCC teamco-developed this challenge so various members of the Indiana Office of Technology and the Office of Management and Budget participated in the workshop. They included Paul Baltzell, the Chief Information Officer (CIO) for the State of Indiana; Josh Marshall, the Deputy IT Director; and Sara Marshall, Director of Business Intelligence and Analytics. A cross-section of different constituency groups also participated.
The first day of the workshop involved key executives and stakeholders from the State, and focused on understanding the current context and environment. Out of that, participants crafted a strategic vision and priorities. and identified different stakeholders and their perspectives.
Hoosier-Centric Approach to Innovation
Design Thinking taught us to think differently to facilitate improving our product and processes. The approach allowed us to quickly generate over 100 ideas on how to serve our customers in new ways.– Jim Rose (Deputy CIO, State of Indiana Office of Technology)
As the second day began, the group focused on how MPH could be a strategic enabler to support the vision and priorities that were identified.
The participants were divided into three teams, each focusing on one of three key constituencies: Hoosiers in general, business owners and underprivileged citizens, and the strategic enablers for their constituency group.
Each team conducted end-user research with real citizens. Then teams synthesized their data and developed personas to outline the backgrounds, needs and challenges of their constituents, as well as creating a “citizen journey map.” The day wrapped up with the development of “How might we…” statements that would prepare the participants for the ideation process.
The teams returned the following day to ideate on the “How might we…” statements and then selected the top ideas that emerged. They created sketches and prototypes that were validated with end-users. By day’s end, participants had developed a flexible framework for self-guided learning and delivering targeted content based on different user behaviors and needs.
On the fourth day, participants analyzed top ideas against the vision established on day one and the feasibility of implementing those ideas under various scenarios. They also contemplated the greatest potential impact of their ideas. To follow the methodology of Design Thinking, the group looked at the ideas from “desirability,” “feasibility” and “viability” perspectives. The framework designed the previous day was used as the starting point, and with the collaboration of key stakeholders, multiple interaction models were developed, validated, and consolidated into one intuitive unified interaction model.
SAP Design Thinking opened my mind to a new way of solving problems from the user’s point of view.– Paul Baltzell (CIO, State of Indiana)
The DCC team went to work to create the first draft of a new sitemap and some rough low-fidelity wireframes. In addition, a the team developed a short- to long-term roadmap. The sitemap, wireframes and roadmaps were then presented to Josh, Sara and some other key stakeholders on the final day of the workshop. Revisions were quickly incorporated and made ready for a final presentation to the CIO, Chief Technology Officer, IT Directors and other key stakeholders. The presentation won overwhelming support from all participants, which cleared the DCC team to move into the design of the re-imagined MPH portal in particular and in general the State of Indiana website.
Following the workshop, the design team developed mid-fidelity wireframes based on the validated interaction models, incorporated meaningful data and refined their processes based on further user validation. As part of this phase of design, the State’s branding was enhanced through visual language, including color scheme, typography and layout that emphasized key content. State officials gave positive feedback to the final visual design proposals.
Design Thinking involved a shift in how to tackle the problems of customer relations by challenging the normal creative thinking process. It is something that would be beneficial for all our agencies to undertake.– Graig Lubsen (Communications & Marketing Director, Indiana Office of Technology)