How to tackle the “Chaos Quadrant” Problem Use Design Thinking

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Roland Martin, SAP

September, 2021

How to tackle the “Chaos Quadrant” ProblemUse Design Thinking

Warm-Up

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• Chaos is not necessarily bad

• More chaos → shorter innovation

cycles

• Crucial is

• Fast acting

• Lots of “experiments”

• Direct feedback

• Do simple prototypes to validate

your assumptions

What is the “Chaos Quadrant”?

Source: Stacey Matrix - Erklärung (deutsch) – Andreas Diehl (#DNO) (digitaleneuordnung.de)

Stacey Matrix

What is

Design Thinking?

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Innovation opportunity

FeasibilityTechnology

Factors

ViabilityBusiness Factors

DesirabilityHuman Factors

Design Thinking

Design ThinkingDesign Thinking

Innovative solutions meet human needs, have business value and are technically feasible

Design Thinking is an approach to innovation byfostering multi-disciplinarycollaboration.

Innovation Opportunity

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Human-centered approach

Know who the real end-users are and focus on satisfying their needs

Validate ideas and drafts with users to ensure to be on the right track

Understand their context and how they work by interviewing and observing them in their work environment

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Core elements of Design Thinking

PeopleMulti-disciplinary teams

PlaceFostering creativity

& collaboration

ProcessIterative design approach

+ +

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PeopleCreating creative teams

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Do not force anybody to participate. Look for motivated volunteers. Some kind of application process for the team could help.

Be curious in every team member and do not judge them beforehand. Give everybody a chance!

Always keep in mind: Everybody can be a good design thinker.

The multi-disciplinary team…… of T-shaped people

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PlaceInnovation needs the right space

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Make the most out of it!Things to keep in mind for you as a coach

Use moveable furniture

1 Idea

per Post-it

Consider work modes and set up space

accordingly

Use horizontal spaces (e.g. walls,

windows, whiteboards…)

Let the music play Turn workshop into an experience for

brain, body, heart & and soul

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ProcessIterative design approach

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Diverging versus converging

iterate

PROBLEM SPACE SOLUTION SPACE

Address the right question… … and create the right solution

Do the right things… … right

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Why is the Problem Space so important?

… the Understanding of the problem?

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Mindset of Design Thinking

Practice empathy

Cherish teamwork

Get feedback

Consensus kills innovation

Go out

Embrace diversity

Have fun

Be visual

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Why is empathy so important?

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And where to get it?

“The best insights we got came from kneeling down and looking at the room as a child.”– Doug Dietz

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Technology combined with empathy

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Focus on making and experimenting

Making over meeting and discussing

Fail early and often and learn from it

Try out ideas by creating prototypes which can be used for communication and validation

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Process

Scope

360° Research

Synthesize

Ideate

Prototype

Validate

Implement Deploy

Test

DesignDiscover Deliver

Problem Space Solution Space Realization Space

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ScopeCommon understanding and the right focus

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Goal: Do we understand the challenge?

Scope

What do we already know?

Who are our stakeholders?

Who are our potential users?

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360° ResearchGet empathy for the user

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360° Research

subject matter experts

analysts & thought leaders

competition

inspiration & trendsanalogies

stakeholders

users & customers

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Observe typical behaviors

Design User Experience

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Experience your user’s perspective …

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… and get surprising insights!

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SynthesizeStructure your learnings and set a focus

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Goal: For whom do we solve which problem?

Synthesize

Structure mass of information

Define a user-centered problem statement

Make meaningto data

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“Typical” but fictional user based on research

Persona

What are typical characteristics that best reflect the users?

What does the persona like/frustrate?

What goals, tasks does the persona have?

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Ellen

35 MBA

Coffee Shop Customer

x

To enjoy my breaks

To stay in touch with my friends

To get coffee quickly

Time pressure

Meetings in different locations

Cubicle office

Bad coffee in the office

Show off

Fancy Food / Drinks

Trying new stuff

Meeting friends

Bad customer service

Being late

Wasting time

x

To order coffee

To pay for the coffee

To pick-up the coffee

Time for a break

Example

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Reframe your design challenge in a user centered way

Point of view

User NeedInsight

Emotional or physical necessities, expressed as verbs

Explicitly stated or implicitly derived by you

Derived from contradictions/tensions“Why” do users say/behave/… this way?

Includes your interpretation

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IdeateFind a lot of ideas to find the good ones

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Follow the brainstorming rules

Be visual Stay on topic Build on the ideas of others

Defer judgments One conversation at a time

Encourage wild ideas

Go for quantity

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Constraints could help to inspire the team for new ideas

Play with constraints

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How would they solve it?How would a certain company solve the problem?

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Step into different rolesHow would Superman solve the problem?

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PrototypeMake ideas tangible to develop them further

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Why do we prototype?

Develop and understand ideas

Communicate and create a common understanding

Make ideas testable

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Why do we prototype?Fail early, learn and adopt continuously

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ValidateTest to fail and to learn

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ValidateGoal: Learn and iterate

Get feedback Fail early and often

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Feedback grid

What worked What could be improved

Questions Ideas

Contact information:

Roland Martin

Data Scientist and Design Thinking / BMI Coach

Roland.Martin@sap.com

Thank you.