January 25, 2017

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How HCL is leveraging Design Thinking to go beyond digital

What motivates employees to take an extra step for organizational success beyond their duties? It’s the recognition more than anything else which drives them accomplishing the common goal. The taste of such recognition goes at par when it directly comes from CEO. Something very similar happened, last Friday, when President and CEO of HCL Technologies Ltd posted on meme (an internal social networking platform at HCL). He admired the contributions of Ideapreneurs on 21st Century Technologies which will be shaping the future of 21st Century Enterprises. He also showed the direction to these Ideapreneurs to discuss further on the technologies which are most aligned to our business priorities and Why and How the Ideaprenures at HCL can differentiate in the market on these propositions. That is the kind of culture, HCL embraces as an organization.

On 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 in my exploration journey.

What is 21st Century Enterprise?

A 21st Century Enterprise is one which has transformed itself not only to deal with the 21st century challenges but also to take advantage in its operation or production over its competitors.

What are 21st century challenges?

The world is changing at a pace never seen before. Where changes are opening new avenues for growth, it is also causing disruption to conventionally driven enterprises. The 21st century challenges may vary industry to industry but one thing that cannot be overruled is, its existence. Need to improve the user experience and need to reduce the operating cost are among the common challenges that leaders see today.

What is need of the moment for Enterprises?

In the global market across industries, leaders are required to play by new rules driven by the digital revolution. The focus is shifting toward human centered design which is prevalent over current industry norms. Therefore, the need of the moment is to embrace digital transformation ‘beyond the core’, keeping users at the center of stage.

What HCL has to offer to 21st Century Enterprises?

The Ideapreneurs at HCL have thoroughly studied the need of 21st Century Enterprises and established following services at HCL to offer them to our customers across industries and services:

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

The entire industry is shifting focus from function driven approach to user’s experience driven approach, so as HCL. HCL has given special emphasis on human centered design to solve problems along with big data science and process digitization. HCL Technologies is also setting up a Design Thinking and Process Digitization labs in Texas, USA. These labs are created to work with select Digital Process and Experience Consulting customers to drive Digital Transformation with human aspect, leveraging Design Thinking as our core capability.

The Ideapreneurs at HCL have built an iterative framework based on principles of design thinking. We call it “Discover-Design-Do” framework. The Discover-Design-Do is the mantra that Ideapreneurs at HCL follow to transform enterprises from good to awesome. 

How does it create the ultimate user experience? Well! It utilizes Empathize, Define, Ideate, Prototype and Test tenets of design thinking and a unique set of tools and techniques to execute these tenets.

Context Map, Observation, Business Canvas, Personas, Interviewing, Visual Analogy and Current-Future Barriers are the tools will be used to uncover insights of the users need.  This constitutes the Discover phase is the iterative process.

Then comes the Design phase where Industry Swap, Scamper, Constraints Toggle, Problem Framing, Customer Journey Map and User Value Chain Analysis techniques will be used to reframe the problem with human perspective and define goals. The idea generation and prioritization also takes place in this phase.

In the last phase, Ideapreneurs are expected to do quick experiments, visualize concepts and create artifacts. The tools and techniques involved in the Do phase are 2x2 Matrix, Action Plan, Magazine Cover, Visual Analogy, Prototyping and Role Playing. For further details, refer to Digital Process and Experience Consulting.

The user centered approach to this process bring the cutting edge User Xperience which is simply beyond just the digitization of process. A truly rewarding witness to this fact is that HCL signed seven transformational deals this quarter with total contract value of over USD 2 billion. These wins were broad—based across service lines and industry verticals, led by 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