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From nobody to creative designer

One Friday morning 28 students from different backgrounds sat down in a classroom at Laurea. At least as I know, majority of these people, had no or just little experience on designing, rather the opposite. The journey from nobody to be a designer had begun.

For long we have lived in a world where we have categorized people to either be creative or not.  As Tom and David Kelley state in their book Creative Coffidence, creative people were considered to be artists, architects, designers etc. Others should stay in their tightly described boxes and at least stay as far away from marketing or product development as possible. Tom and David call this “The creative myth”, which we, brave new students, were about to break.

As the world is changing into more and more complex, we need more creativity and ideas. Traditional way of creating things is just not enough anymore. Our lecturer Katja Tscimmel well pointed out; “just look around in your everyday living. Is there anyone more creative than a mon trying to get the kicking kid into kindergarten. Or have you ever realized how many variations of food you can make from yesterday’s leftovers.” How could we harness this everyday creativity to serve a bigger purpose?  The key is in mindset change.IMG_4140

Tim Brown stated already 2008 in Harvard Business Reviews article, that by changing the way we think, we can transform the way the business and the world is developed.  Creativity in business context is group work. Its taking advantage of peoples’ different experiences and outlooks on life and turning it into new innovative combinations of services, products or strategies.  Thinking an ideating together, testing new ideas and being able to think outside the given box is in the core of coming up with new ideas and innovations.

As we, new students at Laurea, were given our first task to innovate new student services, I was sceptic. Would we ever come up with any ideas or anything we would ever dear to show someone else? By letting go of the need for control or knowing the end results before even starting the work and just trusting the process, we dived into a fun, inspiring and in the end very creative group work.

Tim Brown listed some personality features needed to be design thinker and this how those showed in our case. We had to let go of our deep beliefs and step into the end users’ shoes. “What are the problems exchange student face?” Empathy combined with ability to use integrative thinking was critical. The use of “what if”, “How Could we” and “furthermore” took us forward in your thinking and in your ideation process. We had to stay optimistic and experiment things, as the clock was ticking. If it didn’t work, fail fast, take the next idea and be willing to start over if needed.

In the end of very inspiring two days we had internalized the design thinking idea, tested many creative DT tools and  created several new services to improve exchange students stay in Finland. Pretty well from “nobodies”   😉

I am on a path to somewhere! by Annamarja Paloheimo

Two days of learning by doing, experimenting, prototyping, role playing and presenting under the tutelage of Katja Tschimmel has certainly guided me on a path to something new.

Katja put her research into work as she introduced the Evolution 6 -Innovation & Design Thinking Model to us. In the model 36 different tools are introduced with the purpose of guiding us through the innovation process from identifying the challenge to presenting and implementing the solution. We worked through nine tools and created a presentable solution to the identified challenge.

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During the workshop it was comforting to understand that creativity and design is all about listening to customers, understanding their needs and getting feedback. Based on these observations and with the help of Design Thinking tools in an organized, interactive and iterative manner it is possible to transform existing conditions to something better.

After this experience it is easy to agree with Katja Tschimmel that Design Thinking methodology and tools are an effective way to find new perspectives, make sense of various phenomena affecting life around us and to innovate.

Design Thinking methodology and tools make the innovation process understandable, workable and approachable. The tools give a framework to work within, and the rules and assignments related to each tool will guide us to the next step on the process. With the help of the process and the tools the outcome is likely to be desirable, feasible and viable.

The two-day workshop with Katja Tschimmel gave me two true learning experiences.

First was understanding the value of listening to feedback. In order to benefit from feedback, it is necessary to have an open mind and understand that there is no need to defend the work, but to listen. Feedback gives an opportunity to improve the quality of the work. Feedback is a gift.

Second is the importance of presentation and visualization.Every solution or new product needs to be sold; both to the end-user but also to the organization producing it. Ideas need to be pitched to management and boards. In pitching the idea visualization and the presentation of the idea is a key to success. The pitch needs to be comprehensive but short, descriptive but simple and easy to digest both visually and verbally.

Gijs van Wulfen’s approach in presentation is very appealing. He recommends the usage of Business Model Canvas. It is a clear, strategic, commercial, professional and financial plan for a new initiative. By making a business case of the new initiative the persuasiveness of the case gets stronger as it highlights the strategic, commercial and financial aspects of the plan. In business context the initiative must always either increase revenue or decrease costs.

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After the work-shop I truly feel that I am on a path to somewhere. I like the idea of structured thought process and the tools to support it. I like the usage of analogies and semantic confrontations in the process. I am convinced that quick prototyping, roleplay and feedback will increase the quality of the outcome. Finally, it all boils down to presentation and storytelling. Doesn’t everyone just love a good story?

Learnings from Facilitation-as-a-Service

I had a possibility to facilitate three workshops for two different projects (2 ws + 1 ws) in this spring. The projects were related to improve empathy in health care, facing the patients and their relatives in new ways and find development ideas in the workspace. The participants of workshops were personnel and students of health care. I was a “hired” facilitator for these workshops with my fellow students. While still learning the magics of facilitation, I would like to share my early key findings and learnings. These findings are from my perspective and do not form any comprehensive list. I had no former background from health care at all. The workshops located in a hospital and a health centre premises in Helsinki, Finland.

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Keep the focus

The most important thing to start when planning a workshop, whom contents and themes are not familiar to you, is that you need to understand the target of the project and this specific workshop. To have a workshop is not the reason itself, it should create something valuable. Ask targets from different perspectives, clarify them to yourself and make sure, that you have understood right. And make sure that the subscriber of the facilitation, the person who has hired you, understands you. Actually, it is not so important to understand the subject matter (for example the daily life of a hospital department).

Choose right methods and language

When the target is clear to you, choose right methods and tools for the workshop. You need to understand the backgrounds and expectations of participants. A lot can be done in few hours’ workshop, but too much is too much. Always. What are the things which can or need to be done in advance? For example, in my cases, the basis work was done by health care students. Source material for the workshops were personas and stories. It was quite easy to start with those.

We modified the name of the methods. Customer journey paths were used in workshops, but we used a word “patient path” instead of “customer journey”. Respectively, the empathy map was called “emotion path”. It would have been nice to ask the participants to create an idea portfolio, but we asked participants to prioritize ideas like picking up “pearls”.

Timing, timing, timing…

A big part of planning was the scheduling of the workshops. It was important to imagine the whole workshop from the very beginning to the end. How much time is needed for introduction of the agenda and facilitators? How many breaks are needed? How much time needs each new method or part of the workshop? And their instructions? Still, you need to make the schedule slightly flexible – some surprises happen always! One tiny thing, which can totally ruin your wonderfully planned schedule is the IT-equipment of the premises. Please ensure beforehand, that your laptop fits to displays and other devices. Be prepared for that nothing works except papers and pens. Have a lot of those!

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And finally…

After all careful planning, take a deep breath and relax. Everything will go well – and if not, invent quickly something! Remember the target and find to way to achieve it. Good luck 😊

 Author of the blog is Pia Rytilahti, MBA candidate at Laurea University of Applied Science

 

Co-creating healthcare – improving customer interaction

 

 

Customer interaction is a key element in healthcare services. Laurea  students from the nursing degree program have been working on an intensive project with Suursuo Hospital in Helsinki. Kirsi Ronkainen, leading the project from Laurea University of Applied Science offered the chance for SID2017 students to participate as facilitators in a workshop with about 40 healthcare professionals from the hospital as well as Laurea nursing students. I volunteered to join Johanna Waal and Pia Rytilahti in the facilitation team for the workshop organized in April.  For us this was an opportunity to experiment the fresh learnings from Marc Stickdorn’s Service Design Process workshop, and we were eager to try in practice the different service design tools and methods for facilitation.

Improving customer interaction

The aim of the project in Suursuo Hospital is to improve the quality of interaction between the personnel and customers: patients as well as the relatives of patients. In addition, the quality of interaction may also improve the image of the hospital. As result of the workshop, the objective was to identify concrete themes of development to be further elaborated together with the personnel and the group of students.

The group of Laurea nursing students had already been working closely with the hospital staff and patients, interviewing and observing the life in the different departments of the hospital. Based on their insight they had worked on several user profiles with positive and negative customer stories. These stories served as an introduction for the groups.

The first task for the groups was to work on a customer journey map as well as an emotional journey and really think about the different steps from both customer and personnel perspective. This was a great way to put the teams to work.  Here we used a method with one paper many pens to get the all of professionals to participate.  This wasn’t easy in all groups. I tried to focus on the helping the groups to move along and not letting one group member to dominate. Next the groups chose a challenge to work further with and then ideated solutions focusing on one of the challenges identified. Here the teams were using 10&10 method. Thereafter the teams got to select a most prominent concrete idea with positive impact to customer interaction. The selected idea should also be easy to implement. The third part of the workshop needed some warm-ups, Johanna run some breathing and body movement exercises to get our groups ready for the creative part. and to use drama to present their selected development ideas.

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Learning by doing

I have been working as a facilitator in my work – but almost always, more or less in the content owner role. We had the chance to focus on how to get the teams working, and evaluate our  own role as a facilitator.  There were some professionals first reluctant to participate in the workshop session, but as the work moved we managed to get them along. I learnt a lot on how to help the teams further and what can I do better when briefing the teams. And we also saw in practice how impossible timing gets the groups moving.

Thank you – an intensive afternoon! It was a great learning experience to collaborate with Kirsi and the nursing students, as well as the committed individuals from the hospital staff.  Not the least, we had a great team spirit in this intensive project and Pia was a great project manager for us facilitators. Looking forward to hear how the development work in Suursuo hospital proceeds!

The author Kaisa Spilling is a Service Innovation & Design Masters student who has a passion for design, experimentation  & smarter cities. 

How might We…

…Study at Laurea? The swift deep dive into Design Thinking with Katja Tschimmel also marked the start of the Master Degree Programme in Service Innovation and Design.

I was happy to discover during these two days, that the theory behind Design Thinking can provide the Tools will enable me to take a more professional and structured approach to complex problem solving. Design Thinking is a human-centred approach enabling, among other skills, to develop empathy for the target group and observe behaviours that, as Tim Brown puts it, are “never right or wrong, but they are always meaningful”. This is further reflected in the methodology, that Design Thinking shifts the point of view from “The Problem” to “The Project” and encourages interdisciplinary collaboration.

To tackle more complex projects, Design Thinking comes with a variety of models that have developed over time and show that each customer’s journey is individual, which doesn’t make the process easier.

1… 2… 3…

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E6 Step1 – Opportunity Mind Map

My entry question “How might we study at Laurea” was the core project, through which we swiftly applied the design thinking process, based on the Mindshake Design Thinking Model Evolution 6² model.

The process has touched each stage of the Design Thinking Process and gave an overall feeling of what will come during the next 1.5 years.

Starting with the first step of Evolution 62, E1, Emergence, the opportunity map visualised the thoughts and set us in the right mind set of “draw as much as you can”. Seeing the map afterwards, shows that even when being open to the idea, it is not easy.

E2, Empathy, showed us the network we are connected to and put the studies in context of personal, private and further context and correlations. Here it becomes important to understand what empathy stands for and see the process with another pair of eyes and an angle that is different from yours.

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Design thinking: Innovation with creativity and confidence

Getting back to studies after a decade was like, having butterfly effect and feeling equally anxious and excited! Moving ahead with hopes and believes, that this course in Service Design and Innovation will be a serious learning curve for current and future growth in my career path. We jumped into the course of Design Thinking with Katja Tschimmel at Laurea University on 8-9 September, along with many new faces around and hundreds of new thoughts churning in my head.

A course stimulating, creative, full of learning and findings using Design Thinking methodologies – Evolution E6 introduced to us by Katja Tschimmel. We explored this highly complex tool, which usually takes months when practiced professionally,  in just two days. It was an intensive experience of learning with creativity and building confidence among group. Started off with pre preparation to build group spirit and gain understanding of group members by sketching and writing on post-it about each other, soon we realised our group was  – ‘Vegabond Yogi’s’

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The first question arises in the group work was; So what is Design Thinking?

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Modern Practical tools of Design Thinking

Last weekend I have participated in Design thinking course which motivates me to share my thoughts about my learning in this course and related material.

Design acts as the facilitator for innovation processes but during last decade design thinking(DT) gains great appreciation from research communities but also from all organizational sectors of the world. Many business schools introduce graduate degree programs in DT.

Various models and techniques of DT are available but following caught my eye, to share with fellow design thinkers.

  • The innovation expedition by “Gijs Van Wulfen”
  • Mind shake innovation & design thinking model EVOLUTION 62 by “Katja Tschimmel”

The innovation expedition by Gij Van Wulfen discusses visual toolkit to start innovation. It comprises of five steps naming as (FORTH):

  1. Full steam ahead
  2. Observe & learn
  3. Raise ideas
  4. Test ideas
  5. Home coming

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Full steam ahead is based on defining concrete goals, core team creation and kick off workshop which allows team to get acquainted with innovation assignment(IA). The essence of Observe & learn is thinking out of the box. The team explores different technologies & trends, customer feedback meetings are done. Then workshop is organized to define relevant customer friction and promising innovation opportunities. Raise idea is new product brainstorming and concept improvement step. The team develops twelve new concepts for IA. Concept testing is done in Test idea by direct application on target group. The testing is followed live for finding new inspirations and immediate improvement.

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