Design Thinking 101 | The Secret Recipe to Great Innovation with Nitya Pannala

03/09/21 • 22 min

In this episode we talk with the User Experience Architect at Pitney Bowes, Nitya Pannala. We discuss this idea of design thinking, which is a mindset, or ideology of approaching every problem in a human centered way. Nitya gives 3 easy rules to put design thinking into practice. Number 1 is empathize and put yourself in your end user’s shoes. Number 2 is go broad before you go deep by considering multiple options before narrowing down. Number 3 is to experiment as much as possible by testing many different ideas so you can nail it before you scale it.
What Nitya does at Pitney Bowes 1:07
Why it’s important to talk about design thinking 3:50
What is design thinking? 4:51
Putting this into practice/3 easy rules 10:34
How people should get started 20:35
“Contrary to popular belief, this mindset isn’t really about design. It’s about helping companies and individuals think differently about strategic options and system impact. It is most powerful when you combine it with strategic context and that’s where design meets business and the most impact happens.” 6:25
https://www.linkedin.com/in/nitya-pannala/

Previous Episode

How to Create a More Human Experience in Customer Support | Amanda Chavez

Today we’re going to be talking about human centered customer experiences and we’ll be doing this with the Director of customer experience from NuAxis Innovations, Amanda Chavez. She tells us how they focus on giving their customers a more human experience by using special creative methods and techniques to just have a conversation and get them to open up. Amanda says that literally the only thing you need to talk to humans is the stuff that you learned in 5th grade English and ask the who, what, when, why, when, and how questions, or the “newspaper questions.” She tells me you need to ask your questions, and then just shut up and listen. This is what people need and want. Common sense uncommonly practiced.
Who is Amanda? 0:58
What does human centered customer experience mean? 1:41
Diving into the details 6:17
Otter.ai 11:14
Additional points, Dark Night of the Soul 14:04
“Taking a human centered approach really focuses on not only knowing the numbers behind who your customers are and what their behaviors are, but actually intimately getting to know those people. Like actually having conversations with them to discover where the pain really lives in that experience, and using a lot of creative methods to reshape that experience for them.” 2:14
https://www.linkedin.com/in/amandachavez08/

Next Episode

Build and Scale a CX Program | Matt Lombardi

Today we are going to talk about how to build and scale a CX program even during a pandemic, and to do that we have joining us the Head of Customer Experience and Strategy at ServiceNow, Matt Lombardi. He tells us there are 3 critical needs CX leaders need to embrace. The first one is getting executive buy-in early and often. The second one is track and report on the value that your team is creating for the business, which ties in to number one. Number three is continuously adapting and improving to stay relevant, which is especially true today when our customer’s needs and wants are changing so rapidly.
About Matt 1:30
Three critical needs for CX leaders 3:04
How he worked with his people on this 7:52
How number 3 affects his business 11:27
“Lots of unstructured customer feedback is ideal to understand what levers can be pulled to improve the customer experience. And then when you put those two pieces together, you can really start telling a compelling story about how to drive long term growth to your company. It’s at that point that the power of experienced management becomes clear.” 6:42
https://www.linkedin.com/in/mattmlombardi/