How Design Thinking Helped BPO Web Dev Team solved their problem.

Axandra, Makati City, Philippines - I facilitated Design Thinking at a multinational BPO company in response to my good friend's plea. Ganda (not her real name) begged to help me solve their problem. She doesn't know exactly but she thinks all she needs is to level up their product offerings for clients. 

Using my knowledge of Design Thinking, the first step I took was “empathy mapping”. What is their client's personality and how does it feel to interact with them. When we read the result, their problem was not "product". The real problem is their "service".

Am I right, our technology is only reliable on the development of giant tech companies. What their latest invention is, they will trade it on to other companies and sell it to the market. The same applies to the oil industry, there are only few oil suppliers and yet there are so many oil retailers in the world. In other words, the technology that Ganda has, their competition has it as well. So the question is, what makes you different from others? This is where excellent customer experience (CX) comes to play.

We came up with more than 100 ideas in just one hour. This is a strength of the Design Thinking method, it has a tool used to squeeze participants' creative juices. Within an hour, we were overwhelmed by the result of the final solution. Three powerful solutions that can all be combined and made into a concrete concept. The next step, prototype, and testing.

CONCLUSION

Sometimes we think this is the problem we are facing, but when you dig deeper you will discover that there is a deeper problem so it is not fixed and resolved. Design Thinking is the art of problem-solving and decision making. This speeds up the process which sometimes takes months or years of discussion and analysis. In today's fast-paced economy, I think we should act quickly and innovate. 

What do you think about my opinion?