February 8, 2017

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How can Design Thinking help you go beyond digital

What motivates employees to go beyond their duties and take an extra step for organizational success? More than anything else, it’s recognition which drives them toward accomplishing a larger and unifying objective.

Such recognition is especially rewarding when it comes directly from the CEO. A few days back, the President and CEO of HCL Technologies Ltd, C Vijayakumar, posted on Meme (an internal social networking platform at HCL) – appreciating how Ideapreneurs are using cutting-edge innovation, which is bringing about the digital transformation of 21st Century Enterprises.

He also identified the direction which Ideapreneurs must take to further focus on technologies best aligned to our business priorities. Additionally, he guided HCL Ideapreneurs on possible market differentiation based on these propositions.

This fundamentally defines HCL’s organizational ethos, work-environment and approach as forward-thinking enterprise.

Following his direction, I started exploring how Ideapreneurs at HCL are leveraging Design Thinking to go Digital Process and Experience Consulting. Here is what I found:

What is a 21st Century Enterprise?

A 21st Century Enterprise is has to transform itself to deal with challenges of the 21st century, but also ensures a competitive advantage – whether operationally or in production techniques.

What are challenges of the 21st century?

The world is changing at an unprecedented pace.

Rapid digital transformation is opening new growth avenues, but is also disrupting conventional business drivers

The 21st century challenges vary from industry to industry, but the need to improve user experiences while containing operating costs, are among the most common challenges that leaders face today.

What is the urgent need for enterprises?

Across industries, leaders are required to play by the new rulebook ushered in by the digital revolution. The focus is shifting toward human-centered design – a key principle that’s taking precedence over industry norms. Therefore, the need of the hour is to embrace comprehensive digital transformation that is ‘beyond the core’ – while keeping the end-user at the center.

What does HCL have to offer for 21st Century Enterprises?

After extensive research on the requirements of 21st Century Enterprises, our Ideapreneurs have created the following services for pan-industry/ cross-sector application:

How HCL is leveraging Design Thinking to go Digital Process and Experience Consulting?

There is an industry-wide shift from a function-driven approach to a user experience-driven approach. HCL has taken the lead in leveraging human-centered design for problem resolution, alongside Big Data science and process digitization. HCL Technologies is also establishing labs dedicated to Design Thinking and process digitization, in Texas, USA. These labs have been created to collaborate with select Digital Process and Experience Consulting customers – driving digital transformation with a ‘human’ aspect, built around our core capability: Design Thinking.

The Ideapreneurs at HCL have built an iterative framework based on Design Thinking principles. We call it the ‘Discover-Design-Do’ framework. Discover-Design-Do is the mantra for Ideapreneurs to transform enterprises from operational adequacy to service excellence.

Context Map, Observation, Business Canvas, Personas, Interviewing, Visual Analogy, and Current-Future Barriers are the tools used to unravel insights about user requirements.  This is an iterative process and constitutes the Discover phase.

Next comes the Design phase. Industry Swap, Scamper, Constraints Toggle, Problem Framing, Customer Journey Map, and User Value Chain Analysis techniques will be used to reframe the problem, utilizing the human perspective and defining goals. Idea generation and prioritization also takes place in this phase.

In the final phase, Ideapreneurs are expected to do quick experiments, visualize concepts, and create functional prototypes. The tools and techniques involved in the Do phase are 2x2 Matrix, Action Plan, Magazine Cover, Visual Analogy, Prototyping, and Role Playing.

How does it create the ultimate user experience? It utilizes a unique set of tools and techniques to execute the 5 key tenets of Design Thinking – Empathize, Define, Ideate, Prototype, and Test. For more details, refer to Digital Process and Experience Consulting.

The user-centric approach ensures a cutting edge user experience which is beyond the ambit of process digitization. As testimony to this fact, HCL signed seven transformational deals this quarter – across service lines and industry verticals – with a total contract value of over USD 2 billion, empowered by our next-generation offerings - Digital Process and Experience Consulting, IoT WoRKS, and Next-Gen ITO.

(Source: The Hindu http://www.thehindu.com/)

Reference:

https://www.hcltech.com/digitalization/

http://www.thehindu.com/business/hcl-tech-q3-net-spurts-144-pc-sees-softness-in-financial-services/article8533002.ece