CREATIVE PROBLEM SOLVING CASE STUDY GUIDE
Creative Problem Solving is about :
• improving the future
• a creative process
• based on building ideas
• There's no judgment
• maximum input
Creative Problem Solving STEP:
5. TEST & MONITOR 4. SOLUTIONS
1. EMPATHIZE 2. DEFINE
3. IDEATION
Under- standing the needs of users (Know
Defining the problem into a ‘Problem Statement’
Test the solution and monitor results
Explore & identify Solutions
Brainstorm as many ideas
current reality)
OUR SHANGRI-LA CULTURE STEP 1 EMPATHIZE Starts with human centered understanding
METHODS OF GAINING INSIGHTS
Integrated guest feedback management system – TrustYou
•
Observation
•
Engagement
•
Focus Groups
•
Questionnaires / Surveys
•
Interviews/ One on ones
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STEP 2 DEFINE THE PROBLEM IN A ‘PROBLEM STATEMENT’
Gather all the information and insights and look for trends and patterns
Define the problem as a problem statement
Combining your knowledge about the user, his or her needs and the insights which you’ve come to know from the empathize stage
What is the “define” step about? It is about making sense of what we know ( data) heard and saw, by translating observations into opportunities for design. Our mindset is about digging deeper to answer the “why” question.
Why do people do what they do?
Why do they say what they say?
Answering these questions is crucial if we want to design truly desirable solutions.
STEP 3 IDEATION Collaboratively brainstorming all possible solutions to the problem statement
CREATIVITY
TRUST & NO JUDGEMENT
FUN
MORE THE MERRIER
OUR SHANGRI-LA CULTURE We tend to self edit as we are having ideas
JUST GO FOR IT!!
STEP 4 SOLUTION(s)
At this stage, many options will need to be combined and smaller ideas will be merged and integrated.
The aim here is to identify the best possible solution for your problem statement.
PRIORITIZING SOLUTIONS
OUR SHANGRI-LA CULTURE Look at ‘IMPACT’ and ‘TIME’ then decide
TEST
Once the best solution is identified it will be tested to the end user
When prototypes are tested new insights are discovered about the solution and how to actual end user reacts to it
CASE STUDY
Rotterdam Eyes Hospital
Problem Statement: Long dreary corridors, impersonal waiting rooms, the smell of disinfectant — hospitals tend to be anonymous and depressing places. Even if you’re just there as a visitor, you’re bound to wonder, “How can my friend recover in such an awful place? Will I get out of here without catching an infection?” Over the past 10 years, the hospital’s managers have transformed their institution from the usual, grim, human- repair shop into a bright and comforting place
Link to Article: Click Here
Problem Solving Steps
Results Patients heal faster now and have a more positive experience overall. The hospital staff can now conduct 95% of all procedures without an overnight stay and the hospital itself scores 8.6 (out of 10) on its customer satisfaction surveys.
Test & Monitor
Ideation
Solution
Empathize Define
Look at the impact of ideas &
Look in & outside the health care for ideas about how to improve the hospital service
Patient – thinking
Define problem statement > reduce patients’ fears
Experiment based on the most promising concept
costs. Exmp:
Identify patient’s emotion
Animal printed t-shirt and
Eyepad app etc
UberEATS
Problem Statement:
UberEATS is on a mission to make eating well effortless for everyone, everywhere. Their service connects customers to Uber-speed delivery from restaurants in over 80 cities around the world. They give people more options when choosing how to eat. They help restaurants reach more customers and build their businesses . They give delivery partners another way to earn good money , with or without a car.
Link to Article: Click Here
Problem Solving Steps
Results We’ve started by providing driver partners the option to do both rides and deliveries so they can stay busier and earn more money while online with Uber. We designed a restaurant sales dashboard to let chefs monitor the demand of individual dishes and tweak recipes to improve their menus. And we created the “Under 30 Minutes” menu for people who want to leverage the speed of Uber to get food fast.
Ideation
Test & Monitor Solution
Empathize Define
Innovation Workshops & structured brainstorms Conferences, Meets Up, and Talks to keep update with trends Field Trips to food innovators to see how others are innovating in similar problems helps them think differently
They immerse themselves
Define challenges & needs in each location for each stakeholde rs
in those places.
Test the designs as quickly as possible in the real world
Define potential features for the App
Walkabout program Order Shadowing Fireside chats with customers
THANK
YOU
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