Name:   Kojo Oteng

Course:   Design Thinking for Innovation

University:  University of Virginia @ Cousera

Assignment:  Final Course Assignment  | Date:   May 2018

THE CHALLLENGE: Describe your challenge, including all relevant information.

My challenge is based around a real life business scenario; this company has a charity health  system managed through a physical contact centre. The key focus of this contact centre is to  receive calls from poor communities on medical issues they face day to day. These contact  centres are managed and run by real medical practitioners. They receive these calls and support  callers with simple advisory on possible actions for recovery through recommendations and  referrals to medical centres close to caller’s location.

The budget for running this centre has been increasing year on year and management is seeking  a cost effective and technology based options to keep the centre still running and at the same  time extent operations to new user groups. I am working with a team both internally and  externally to fix the current problem statement to find an innovative model to deliver a more  cost effective and smart solution adoptable by today’s people. After various consultative  engagements with all stakeholders, I am opting to use a Learning Launch tool to try out a phase  by phase approach

Challenge: Manage cost down, go digital & extent user groups on the health project.

THE SELECTION: In your own words, briefly describe the tool you selected (e.g., what it is and  why you selected it for your challenge -- including any appropriate video lecture references).

My selection of Learning Launch is simple; it is one design thinking tool that will help the team  test and experiment our hypothesis with real users and as such quickly pick up on our lessons  including failing for fast turn of strategy. In Learning Launch lesson in module 4 – Mathias Schober made  us understand that doing a real experiment was far better than a business plan.

APPLICATION: Describe how you applied the tool you selected to your challenge (e.g., what you  did and how the tool was applied effectively or ineffectively).

So the application of the selected tool was very simple; After working and selecting a virtual  platform running on hosted cloud infrastructure the team is in proof of concept stage with the  technology.

Our old way of delivering our health service had told us a story which we believe we can change  with our innovative strategy. So we selected a sample user group from the current user base who  fit some criteria we had set;

1. Constant user  2. Smart phone user  3. Low level tech persons  4. Willingness to try new options  5. Diverse users from different demographics

The new innovative solution sought to change behaviours by moving the experience of engaging  with the health service from physically connecting for advisory service to a fully virtual  experience. This will deliver interacting with a health App + online and having interactions  through video & voices connection over data. Our sample group will help us with detailed user  feedbacks for development and support us scale up or terminate.

INSIGHTS: Describe the insight you gained from applying the tool you selected to your challenge  (e.g., how an insight affected your thinking about the challenge and about design thinking more  broadly).

The project is still in progress but our current insights is showing the tool – Learning Launch  offers us the true chance of getting direct feedback from the end users themselves. We are  expecting the user experience on the app to be as easy and simple click and activate behaviour.  The test is broadly leading to us confirmation or otherwise of our hypothesis.

APPROACH: Describe what you might do differently next time -- applying the same tool you  selected or a different one -- and the reason(s) why.

This project is still in progress and as such we are learning so many things and its currently  shaping our arguments. The team is looking into alternative options of actually co-creating with  stakeholder especially users. This is because we realise that technology adoption rate varied  vastly within the current user base of the current system and this might affect the adoption levels  across all demographics.

