Challenge:

The first time I used a Design Thinking’s tool, without even knowing it, it was in 2013. I  assume a new position as a System’s Manager at another company from the corporation,  as soon as I was presented as the responsible for the user support I got bombed with  complains emails and phone calls, all kind of complains from delayed answers, system’s  instability and bad posture from the analyst.

I went to the analyst and the have the same complains, the company went through an ERP  Implementation and after that everything went bad and the users where very rude with  them.

I could not understand what the real problem was and therefore, I did not know where I  should start working to find the solution, change the whole team was not an option as well  as doubling the number of analysts.

Selection:

As I said, without knowing Design Thinking, I decide to not rush into a solution. I chose the  senior analyst from each application team to compile the feedbacks from all the analysts  and schedule meetings with the key user and those senior’s analysts. In these meetings I  request the users to write down the biggest problems they have in a priority order. I ask the  analysts to explain the biggest problems they had with the new system, that would give the  users real picture and they understood that we had a failed implementation and the support  had a list of more than 300 issues left by the project team, besides the improvements and  stabilization that was done poorly.

Application:

With this scenario was easier to get the user working with my support team to come up with  a plan that includes 1) a list of TOP FIVE problems to solve; 2) a stabilization steps  including finishing the configuration that was not done and dedicate a team to investigate  the perfume issues; and 3) a communication plan that would let the users informed of  everything that the support was  doing, negotiate system stops for maintenance and  renegotiate the TOP FIVE issue’s list according to the organization current needs if it’s  necessary.

Insight:

The insight I had was do not jump to conclusions and in some cases try to find the solution  without knowing the whole problem and the point of view from everybody involved would  not be effective. I could try to act on each single problem that was coming to me and I  would never finished the list and I would be taking care only from the users that “scream  more loud”, my team would be demotivated still without knowing the whole picture the  users would keep complaining about the delayed answers from the analysts and be rude  when they get pressured by deadlines and bosses. Having all the details and involving the  different teams on the planning create the commitment from each part to go after the  solution as one team.

Approach:

What I would do different is involve the Infrastructure team from the beginning because it  had their problems too and sometimes was very hard to get an agreement on dates and in  the maintenance plans. I would use the same tool but I would research better of the teams  and resources that could have any kind of impact on the plans success.


Challenge : The first time I used a Design Thinking ’s tool , without even knowing it , it was in 2013 . I assume a new position as a System ’s Manager at another company from the corporation , as soon as I was presented as the responsible for the user support I got bombed with complains emails and phone calls , all kind of complains from delayed answers , system ’s instability and bad posture from the analyst . I went to the analyst and the have the same complains , the company went through an ERP Implementation and after that everything went bad and the users where very rude with them . I could not understand what the real problem was and therefore , I did not know where I should start working to find the solution , change the whole team was not an option as well as doubling the number of analysts . Selection : As I said , without knowing Design Thinking , I decide to not rush into a solution . I chose the senior analyst from each application team to compile the feedbacks from all the analysts and schedule meetings with the key user and those senior ’s analysts . In these meetings I request the users to write down the biggest problems they have in a priority order . I ask the analysts to explain the biggest problems they had with the new system , that would give the users real picture and they understood that we had a failed implementation and the support had a list of more than 300 issues left by the project team , besides the improvements and stabilization that was done poorly . Application : With this scenario was easier to get the user working with my support team to come up with a plan that includes 1 ) a list of TOP FIVE problems to solve ; 2 ) a stabilization steps including finishing the configuration that was not done and dedicate a team to investigate the perfume issues ; and 3 ) a communication plan that would let the users informed of everything that the support was doing , negotiate system stops for maintenance and renegotiate the TOP FIVE issue ’s list according to the organization current needs if it ’s necessary . Insight : The insight I had was do not jump to conclusions and in some cases try to find the solution without knowing the whole problem and the point of view from everybody involved would not be effective . I could try to act on each single problem that was coming to me and I would never finished the list and I would be taking care only from the users that “ scream more loud ” , my team would be demotivated still without knowing the whole picture the users would keep complaining about the delayed answers from the analysts and be rude when they get pressured by deadlines and bosses . Having all the details and involving the different teams on the planning create the commitment from each part to go after the solution as one team . Approach : What I would do different is involve the Infrastructure team from the beginning because it had their problems too and sometimes was very hard to get an agreement on dates and in the maintenance plans . I would use the same tool but I would research better of the teams and resources that could have any kind of impact on the plans success .