design thinking for knowledge management
TRANSCRIPT
1Presentation for SIKM– January 17th 2017 – by Arno BoersmaPresentation for SIKM– January 17th 2017 – by Arno Boersma
DT for KM[ food for thought ]
What’s in it for you? Hopefully, it will give you a few ideas of how to incorporate the principles of Design Thinking into your Knowledge Management initiatives.
2Presentation for SIKM– January 17th 2017 – by Arno Boersma
Design Thinking gone mainstream
HBR Special on DT (September 2015)
NYT Article re DT at IBM(November 16, 2015)
“IBM is well on its way to
hire 1000 professional designers…”
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Source: Google Trends
DT on par with interest for KM
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DT KMSweet!
DT for KM: A Sweet Spot?
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For Starters: my biggest failures
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For Starters: another big failure
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Key Elements of Design Thinking
Design Thinking is innovation inspired by people:
Empathetic
Collaborative
Experimental
Optimistic
Source: +ACUMEN HCD WORKSHOP
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KM: It’s About Chefs, Not Recipes!
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In the Context of KM…
EMPATHY End-user focus – not technology or supply driven; see what users do, don’t just survey them;
COLLABORATION Be more inclusive, involve a larger stakeholder field; break silo’s in org’s, including the position of KM in the org;
EXPERIMENTATION Make KM a more iterative process, not a linear roadmap with milestones; room and tolerance for failure;
OPTIMISM Try things, learn and adjust; not afraid to fail; capture lessons learned on ongoing basis.
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Easier Said Than Done, Right?
Insights from neuroscience*:
We don’t always knowwhat we know
Knowledge is never singular
“Encourage knowledge-sharing, connections and conversations…”
*Source: neuroscientist David Eagleman at APQC Conference
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Understanding People Means Understanding…
But how can you understand your end-user…
…when you don’t know how they know what they know??
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But can still lead to great solutions…
More innovative thinking to come up with solutions based on what makes humans tick…
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Let me give you
3 KM-relatedexamples.
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1. Capturing Knowledge in Fun Ways
Objective: To solicit great examples of knowledge management from across the organization.
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1. Capturing Knowledge in Fun Ways
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2. Transferring Knowledge Across Cultures
Objective: To ensure effective knowledge transfer across the globe.
They’d like to know if we’d be ableto assemble their high-tech products…
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2. Transferring Knowledge Across Cultures
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3. Designing Knowledge to Stick
Objective: To design learning events in ways that the knowledge and learnings are absorbed and applied.
NOT: One-way lectures, Death by PowerPoint, Managers unloading, Large Plenaries, Panel Talks, One-off moment
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3. Designing Knowledge to Stick
“The Forum”
So: Collaborative, Bite-Sized, Practical,
Staff2Staff, Small Groups, Bottom-up,
Long-term
The Forgetting Curve(what % remains after x time)
100%
50%
First 20 minutes
58%
First 60 minutes
44%
First 24 hours
34%
One Month
20%
Source: Donald Clark, Plan B Learning
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3. Designing Knowledge to Stick
250+ activities400+ speakers100+ facilitators150+ volunteers10 Formats x Streams
10%
42%
26%
20%
2%
0% 20% 40% 60%
0%
10-30%
40-60%
70-90%
100%
What % of new knowledge/skills gained do you estimate you will directly apply in your work?
Have you used or applied what you learnedat Forum 2014?
14%
25%
61%
0% 50% 100%
N.A.
No
Yes
4 months on…
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DT KMMore
Empathetic,Collaborative,Experimental,
Optimistic
In Short…
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“We don’t have time to change the wheels.Push harder, Harry!”
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Some Resources
Articles: HBR (September 2015)
Book: Change By Design, Tim Brown (2009)
Online: IDEO Toolkit at www.designkit.org
Video Series: DT and KM with Jeneanne Rae (2016)
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Thank you.
Questions?
What am I up to now? Check here: https://vimeo.com/192521818