Design Thinking for Innovation  Assignment: Apply tools learned to a real life situation.        Example Reflection – Visualization     Challenge & Selection   We implemented SAP in our North America business unit, and after implementation we had the need to  support our finance team in three new post go-live activities: issue management, permanent training and  Change Management strategies. To tackle the issue, rather than using the standard solution (that is hiring  a SAP consulting firm to act on demand and in a case by case scenario), business made the decision of  adding a new staff position called “Finance Functional Expert Manager”.     But there are things that can be improved. Service and Finance team is divided into 7 different functional  areas (accounts receivable, accounts payable, product costing, etc.) spread across 3 different locations in  the US, supporting 52 users. Overall perception is little value added by the role, poor customer  satisfaction, service slowness, unclear communication, lack of clarity in expectations, and an inadequate  prioritization on issue management.     To improve this, customers – finance team – will be invited to participate on a visualization exercise to re- define the role IPE (ideal profile expected). From Design Thinking for Innovation, visualization is selected  as a tool given the number and different customer’s profiles, the diversity of activities performed, the  desire to involve customers as co-creators and to develop customer’s visualization skills (finance profiles  are commonly more comfortable with tools as data analysis, order, structure, etc.)      Application   First step will be to gather the whole team, in an informal environment and going through visualization  exercise. Team will be briefed in the objective create a collage describing their current relation with the  Finance Functional Expert (the “What is”), including the key factors: quality of solutions, time of response,  availability, empathy (experts are commonly perceived as inaccessible), etc. An intelligent board (that is  also fun to interact with) will be used so that elements of the collage can be draw, or obtained from  internet, and elements can be added/removed at will until a satisfactory version is gotten.     Then we can classify in clusters grouping the elements in categories, for the team to identify the major  pain points. For the main pain point, a new collage will be created, creating a draft of the “what if”.     Insight and approach     In terms of pure result, we expect the team to be able to freely expose their thoughts and thru  visualization to be able to capture feelings and ideas. An idea might be clearly expressed, but it will be  reinforced when visualized.

As described, normally finance profile works better in formal venues, structured environments, following  clear methodologies and analyzing numbers and data. Finance team is more used to follow politics and  instructions. So it will be very positive for the team to try this new approach, more intuitive and creative.     It will be also positive to involve the team in a co-creation process. Shared insights and learnings will be  positive for the team overall. We will be able to measure response levels and acceptance. Finally, using  the collage to create from there action plans to improve the process, will engage the team’s level of  engagement, and will be a strong base to execute the “what wows” and “what works” stages.    Learning the ways from Design Thinking provide a new set of tools that most of the time are well accepted  and applied. And that in turn enhances our professional background and leadership.


Design Thinking for Innovation Assignment : Apply tools learned to a real life situation . Example Reflection – Visualization Challenge & Selection We implemented SAP in our North America business unit , and after implementation we had the need to support our finance team in three new post go - live activities : issue management , permanent training and Change Management strategies . To tackle the issue , rather than using the standard solution ( that is hiring a SAP consulting firm to act on demand and in a case by case scenario ) , business made the decision of adding a new staff position called “ Finance Functional Expert Manager ” . But there are things that can be improved . Service and Finance team is divided into 7 different functional areas ( accounts receivable , accounts payable , product costing , etc . ) spread across 3 different locations in the US , supporting 52 users . Overall perception is little value added by the role , poor customer satisfaction , service slowness , unclear communication , lack of clarity in expectations , and an inadequate prioritization on issue management . To improve this , customers – finance team – will be invited to participate on a visualization exercise to re- define the role IPE ( ideal profile expected ) . From Design Thinking for Innovation , visualization is selected as a tool given the number and different customer ’s profiles , the diversity of activities performed , the desire to involve customers as co - creators and to develop customer ’s visualization skills ( finance profiles are commonly more comfortable with tools as data analysis , order , structure , etc . ) Application First step will be to gather the whole team , in an informal environment and going through visualization exercise . Team will be briefed in the objective create a collage describing their current relation with the Finance Functional Expert ( the “ What is ” ) , including the key factors : quality of solutions , time of response , availability , empathy ( experts are commonly perceived as inaccessible ) , etc . An intelligent board ( that is also fun to interact with ) will be used so that elements of the collage can be draw , or obtained from internet , and elements can be added / removed at will until a satisfactory version is gotten . Then we can classify in clusters grouping the elements in categories , for the team to identify the major pain points . For the main pain point , a new collage will be created , creating a draft of the “ what if ” . Insight and approach In terms of pure result , we expect the team to be able to freely expose their thoughts and thru visualization to be able to capture feelings and ideas . An idea might be clearly expressed , but it will be reinforced when visualized . As described , normally finance profile works better in formal venues , structured environments , following clear methodologies and analyzing numbers and data . Finance team is more used to follow politics and instructions . So it will be very positive for the team to try this new approach , more intuitive and creative . It will be also positive to involve the team in a co - creation process . Shared insights and learnings will be positive for the team overall . We will be able to measure response levels and acceptance . Finally , using the collage to create from there action plans to improve the process , will engage the team ’s level of engagement , and will be a strong base to execute the “ what wows ” and “ what works ” stages . Learning the ways from Design Thinking provide a new set of tools that most of the time are well accepted and applied . And that in turn enhances our professional background and leadership .