Module 3 - Design Thinking in IT

Dr Santhosh B S
Professor
JSS Academy of Technical Education
Bengaluru
 Contents to be covered

Design thinking in IT industries

Design thinking to Business Process Model

Design thinking for Agile Software Development

Virtual Collaboration

Scenario Based Prototyping

 Design thinking in IT industry
Understanding IT industry with an example

XYZ InfoTech
promises to use technology to
solve all of your problems!

 IT companies - They build software to make other businesses run smoothly!

 Now if I know some technology and ask a programmer to solve problems by building specific pieces of
software

 IT companies build or maintain software so that businesses run more smoothly. Anyone who builds or
maintains software belongs to the IT sector.
 Design thinking in IT industry

Design Thinking in General

 Design thinking in IT industry

Project
management

IT Industry
Design thinking in IT industry
 Design thinking in IT industry
Design thinking to Business Process Modelling
What is Business Process Model?
Business process management (BPM) is a way of breaking down business processes into their most basic elements: the
tasks and activities a business carries out.
BPM shows, clearly and transparently, how a product or service transforms as it moves through an organization's process
sequence, often in near real-time.
 Design thinking in IT industry
Design thinking in Business Process Modelling

Process models mediate communication between stakeholders: Business analysts, process participants and
software architects
Process models provides shared understanding so that everyone can contribute knowledge
BPM – Combination of various process related steps: Process mapping, Process discovery, Process simulation,
Process analysis and Process improvement.
BPM – Arrived from last few decades and have replaced previous organizational efficiency packages: Time and
Motion Study (TMS) and Total Quality Management (TQM).
 Design thinking in IT industry
Design thinking in Business Process Modelling

Advantages of BPM

Align operations with business strategy

Improves process communication

Increase control and consistency

Improve operational efficiencies

Gain competitive advantage

 Design thinking in IT industry
Design thinking in Business Process Modelling

By revealing the way things are done at an organization, and comparing that with the way
things should be done, BPM highlights the dependencies and relationships between people,
process, and technology—and where those elements are ripe for improvement.

Design thinking is also focused on improvement, but takes the end-user or customer experience
as a starting point. Fundamentally, design thinking uses empathy to understand the way people
feel about using a service or product, including where their frustrations lie, then builds on that
knowledge to create improvements, with the ultimate goal of making customers’ lives and
experiences better and more fulfilling.
 Design thinking in IT industry
Design thinking in Business Process Modelling
The similarities to BPM are clear. Process improvement
There are five key phases of design thinking:
requires the same approach of identifying a challenge
•There is a challenge: How do I solve it?
(like an inefficient process), generating the information
•I have learned something: How do I act upon it?
needed to understand why the process is inefficient,
•There is an opportunity: What do I create?
implementing a possible solution, then measuring the
•There is an idea: How do I build upon it?
effectiveness of that solution over time. Rinse and
•I tried something: How do I evolve it?
repeat! Merging the two disciplines essentially means
using the insights gained through an effective BPM
This is an ongoing, cyclical approach, with the practice of framework to feed into the design thinking process, and
‘design, test, and iterate’ at its center— that is, constantly enhance customer-facing business processes.
creating and rapidly deploying prototypes or new ideas,
then testing and reflecting on them, including through After all, without a clear view of the current state
fast feedback from customers. Organizations therefore operational structure and business process landscape to
spend less time and resources any one idea, and yet have analyze, the risk of producing a ‘solution’ which is in
the capacity to quickly scale up any idea that has merit, fact not fit for purpose, or causes issues in other parts of
and positive reactions from customers. the system, is amplified.
 Design thinking in IT industry
Design thinking in Business Process Modelling

Benefits of Design Thinking and BPM

Working in tandem, design thinking and BPM unlock a range of powerful (and potentially lucrative) benefits,
including:

•Competitive advantage, gained through a willingness to innovate, then ‘double-down’ on ideas that work, and
discard ones that don’t—before they become a liability
•Moving beyond traditional process maps and case models to more customer-centric and human-scale products and
services
•Pooling collective ease and enhancing collaboration, through building multidisciplinary teams to focus on a single
problem
•Harnessing natural empathy, leading to a better understanding of the needs and challenges of customers
•Generating more revenue by ensuring a deeper level of customer satisfaction
 Design thinking in IT industry

Agile model of Project

Management

The Agile model is a project management approach that involves breaking the project into phases and emphasizes
continuous collaboration and improvement. Teams follow a cycle of planning, executing, and evaluating.
 Design thinking in IT industry
Design thinking and Agile methodology

 30-35% or even 50% of the IT projects fail according to research

 Agile improves success rate by almost double by promoting better collaboration and communication

 But Agile only provides way to solve problems and how can one decide which is the right problem to solve

 This is where Design thinking plays a vital role

 Combining both is not an easy task and requires culture shift (new way of thinking and doing) and one has to
get accustomed to this cultural shift

 This combination value people over processes

 Organizations have to allocate right people for the projects and they should ensure cultural compatibility
between teams and the way Design thinking and Agile methodology work
 Design thinking in IT industry

Best practices for combining Design thinking and Agile methodology

 Invest in user research

 A clearly defined problem statement

 Build a productive team culture

 Optimal use of Design thinking

 Design patterns and periodic testing

 Design thinking in IT industry

Waterfall Model
Design thinking in IT industry
 Design thinking in IT industry

Agile is an iterative and

incremental method of
managing development and
Test design

Configure
Release

Build
Design
 Design thinking in IT industry

Advantages of Agile Development Method used in software development in IT Industry

Solutions are Prototyped and Results are verified

Best solutions are accepted

Before approval itself the solutions are experienced by the client

To improve user experience short iterations are possible

Small cross-functional teams

Incremental delivery is possible

Fast feedback helps the designers and developers

Continuous improvement is possible

 Design thinking in IT industry

Agile in Virtual Collaboration

In the book ‘The Flat World’ The author Thomas Friedman indicates the word ‘FLAT’ with an imaginary impression
that, technology and internet has changed the world so abundantly that in modern times people work remotely not
only from a single geographic location but also across continents with different time zones, cultures and even
languages.
Thomas Friedman explains flattening as (The world is flat, 2005) the combination of a personal computer with fiber
optic micro cable, using the internet with the help of a working software.
Working remote and in a global environment is not so uncommon anymore and has gained acceptance as a general
working norm in last couple of decades.
With insourcing, outsourcing and companies operating in a global environment do business globally. With the
management headquartered at a single location however do operate with other regions with the use of technology.
This means business run globally and hence projects within the organizations also path globally.
Agile methods are more popular in the software industry however have gain so much admiration that other
industries also want to pursue its benefits in their businesses. Operating in a global environment make these
frameworks more challenging to operate efficiently.
 Design thinking in IT industry

Agile in Virtual Collaboration

Agile methodology can accept changes anytime compared to that of a waterfall method, and hence collaboration
between collocated teams eases out the agile processes. Besides coordination; interaction, development, planning,
review, retrospective sessions etc. also immensely reduce time and effort.
Working remote or distributed is considered being competitive and is considered a fit operating model. Some
companies also provide it as a choice to its employees. Businesses want to leverage talent round the clock, use the
best talent which may not be locally available, cheap labor by outsourcing to low cost countries, higher productivity
and numerous strategic reasons.

With growing needs of working remote, it is intolerable to voice that agile methods will not work by distributed
teams. Although few trials will arise, with the help of tools and techniques moving to a remote working environment
is possible.
 Design thinking in IT industry
Agile in Virtual Collaboration

Azhar Khwaja, PMP, Ph.D. Scholar | PMP® | PSM® | MSP® | ASM® | ITIL Expert
Agile Project Management with Virtual Teams
Published on July 9, 2020

The author of this paper undertook a major project with his organization and has implemented an agile management
methodology with team members located in 4 countries.

Vital essentials to be contemplate for effectively management of distributed team members.

 Design thinking in IT industry
Agile in Virtual Collaboration

ALLOW TRANSPARENCY
• As company or a lead establish a transparent environment.
• Provide a sense of trust in the team members with the decisions they make an organize sessions with them to
align these decisions with company goals and vision.
• Do not keep responsibilities a secret.
• Be clear over job functions.
• Make sure the outcomes are public across the team.
• Gather feedback. Establish open communication channels.

ESTABLISH A CULTURE OF CONTINUOUS IMPROVEMENT

• Drive improvements within the team.
• Recognize potential improvement opportunities and obtain ideas from the team.
• Listen to suggestions and rationally take appropriate steps.
• Agile principle drives continuous improvement and thus team members are open for improvement
opportunities. Generate calculated experiments to implement improvement initiatives.
 Design thinking in IT industry
Agile in Virtual Collaboration

COMMUNICATION
• Communication is perhaps the most important artefact in any team. how you structure your communication
will determine the output. Practice deep communication at all levels.
• A strong emphasis on communication is the key.
• Communication need not happen only via emails, phone calls or meetings, however in enterprises major
communication happen with the help or ERP tools which help you be agile all the time.

CONSTRUCTION OF A RHYTHM
There are three things which are absolute necessary in agile methodology:
Transparency, inspection, and adaptation.

• Scrum also calls it the three pillars of Scrum (Scrum Guide, 2005).
• It is important we create a tempo which operates around these pillars of Scrum.
• Having said that this drives in creating a self-collaborating team which is a prime eminence of Agile.
 Design thinking in IT industry
Agile in Virtual Collaboration
GENERATE A CULTURE OF COURAGE & FLEXIBILITY
• This also goes with the concept of fail fast.
• Failure is not bad; it is okay to fail. However, here the key argument is to fail fast.
• Establish an environment where the team is courageous to take steps to try out something new.
• The idea is to reduce the delay. Detect the failure fast and further twist your initiatives.
ESTABLISH A SUSTAINABLE ENVIRONMENT AND WORK LIFE BALANCE
• Often distributed team end up stretching their normal working hours which lead t over working than regular
hours or working at odd time.
• Establish rules and ensure no team member is defaulting these principles making the fellow counterpart
abuse this principle.
• Plan appropriate and set expectations accordingly.
VISUALIZE EVERYTHING
• A very important footstep. Planning of tasks is easier leverage tools that provide you a visual interpretation of
tasks to be completed.
• Establish a solution that allows the team members to view workflows, depict who is working on what, align
together be able to pick the right task of right priority and at a right time.
• This solution will help you capture the right problem areas and effectively retrospect them to improve your
processes.
 Design thinking in IT industry
Agile in Virtual Collaboration

• The best example being the COVID-19 Pandemic which taught employers to be agile
and Employers offered flexible time options to employees.
• We can take the examples of our own institutions.
 Design thinking in IT industry

Scenario based prototyping

• Design thinking is at its best if tangible prototypes can be used to envision new products and services.

• However, for complex software systems with multiple users usually such tangible prototypes are not
feasible.

• To overcome this problem, scenario-based prototyping approach can be proposed for designing complex
software systems that is based on models, both structural and behavioral models.

• The approach will support the stepwise and interactive enrichment of the prototype model, the traceability
between the artefacts collected during earlier design phases and the scenarios.

• The models provide a more formal outcome of the design process for the downstream engineering
activities, so that the gap between design and engineering can be narrowed.
 Design thinking in IT industry

Scenario based prototyping

• Scenarios describe a sequence of events, illustrating the activities of one or more people in a real-world setting.
The goals are to be realistic, detailed and concise.
• Since this is difficult to do quickly, it is best to cover only a limited period of time in the scenario.

• We distinguish between use scenarios, which are a form of analysis of the interviews and represent what
happens today in real-world settings, and design scenarios, which are revised versions of use scenarios that
illustrate how a new technology might be used.
 Design thinking in IT industry

Scenario based prototyping

Developing an app for IOS or Android and giving it
to the customer for feedback

Revisions are must

Instead of giving the original app developed, photos

(Photoshop, illustrator or any other app) with real
scenarios (push button enabled or directing to the
test case) may be done.
Now UI experts and User experience experts
come to play and finally after many revisions
the app is presented in its original form to the
customer. (Even rolling out of Beta forms are
in practice)
Types of Prototyping: Rapid
prototyping/throwaway and Evolutionary
prototyping
 Design thinking in IT industry

Scenario based prototyping

Scenarios

Rich stories of interaction

Plain text, pictures, sketches, screenshots etc.,

Storyboards

Scenarios make us think about the design in detail and notice potential problems before they happen
 MCQ
1. Waterfall model is a model.
a. predictive development
b. adaptive development
c. progressive development
d. All of these

2. A model that is the demo implementation of the system.

e. Waterfall
f. prototype
g. Incremental
h. agile
 MCQ
3. A stage in which individual components are integrated and ensured that
they are error-free to meet customer requirements.
a. Coding
b. Testing
c. Design
d. Implementation

4. A step in waterfall model that involves a meeting with the customer to

understand the requirements.
e. Requirement Gathering
f. SRS
g. Implementation
h. Customer review
 MCQ
5. Methodology in which project management processes were step-by
step.
a. Incremental
b. Waterfall
c. Spiral
d. Prototyping

6. An individual who plans and directs the work.

e. Stakeholder
f. Project manager
g. Team Leader
h. programmer
 MCQ
7. Select the option that suits the Manifesto for Agile Software
Development:
a. Working software
b. Individuals and interactions
c. Customer collaboration
d. All of the above

8. Agile Software Development is based on:

e. Linear Development
f. Incremental Development
g. Both Incremental and Iterative Development
h. Iterative Development
 MCQ
9. In agile development it is more important to build software that
meets the customers’ needs today than worry about features that
might be needed in the future.
a. True
b. False

10. Which of the following is delivered at the end of the Sprint?

c. An architectural design of the solution
d. An increment of Done software
e. A document containing test cases for the current sprint
f. Wireframes designs for User Interface
 MCQ
11. How is Agile planning different from the traditional approach to
planning?
a. Agile planning places emphasis on the plan
b. Agile planning is non iterative
c. Agile planning places emphasis on planning and is iterative
d. Agile planning is done only once

12. In agile development it is more important to build software that

meets the customers’ needs today than worry about features that might
be needed in the future.
e. True
f. False
 MCQ
13. How is Agile planning different from the traditional approach to
planning?
a. Agile planning is done only once
b. Agile planning is non iterative
c. Agile planning places emphasis on the plan
d. Agile planning places emphasis on planning and is iterative
14. In agile development it is more important to build software that
meets the customers’ needs today than worry about features that
might be needed in the future.
e. True
f. False
 MCQ
15. What is BPMN stands for?
a. Business Process Modelling and Notations
b. Business Product Modelling and Notations
c. Business Process Manufacturing and Notations

16. Which best describes Business Process Model and Notation

(BPMN)?
d. An emerging business process model introduced in Visio 2013
e. An industry specific representation of a business process
f. A standard for graphical representation of business processes
 MCQ
17. Which of the following best describes a business model?
a. Typically a graphical depiction of the essential business process information.
b. A sequence of business activities.
c. An evaluation of potential business process improvements.
d. None of the above.

18. Business models provide value in all of the following areas except
which one?
e. Employee performance appraisal
f. Managing complexity
g. Specifying systems requirements
h. Eliciting requirements for new systems