Taking Risks, Earning Trust and Including Co-Workers: User-Centred Design at Deutsche Bahn Operations
Start with a small thing, and it will grow bigger: Andreas Bürgler, Head of Deutsche Bahn Station&Service AG (Operations), talks about introducing user-centred design methods in his department – with a 200-participant design thinking sprint and a re-designed service counter as a lighthouse project.
A major French furniture company challenges an international team of students to redesign the bathroom experience for the elderly – and receives a product that ends up changing the way their organization approaches senior customers.
The Ministry of Manpower’s Work Pass Division (WPD) used design thinking as a tool to develop better ways to support foreigners who choose Singapore as a destination to live, work and set up businesses. The case reveals: Design thinking can potentially transform the perception and meaning of public service.
A passionate user researcher and natural design thinker, Julie Baher is currently managing the Customer Experience team for SaaS products at Citrix. Together with her team, Julie is responsible for championing design thinking to drive innovation at Citrix. In this interview, she tells us the story of how, through design thinking, they turned around a robust company like Citrix into a sleek organisation that praises design as it’s core differentiator.