Design Thinking: From Touchpoint to Strategy

Tuesday, February 25, 2014 ( 12:30 pm to 4:15 pm )

Location: Horizon Blue Cross Blue Shield of New Jersey

HSATM Roundtable 

The power of Design Thinking is well established at the micro level — where small, specific instances, or “touchpoints,” can add up to a powerful customer experience — but its value as a strategic tool has not been as thoroughly investigated. That will change at the Feb. 25, 2014, Roundtable, where we will turn our attention to the “macro” side of Design Thinking and examine some powerful applications  at the strategic end of the spectrum.

We will begin by applying some Design Thinking tools to a practical problem, to give participants the experience of Design Thinking in action. With that foundation, we will examine some powerful “macro” applications of Design Thinking as an important strategic tool in settings that range across industries:

  • How the Four Seasons chain uses Design Thinking to shape its strategy, and how it has completely incorporated it into everyday operations.  
  • How a bank used Design Thinking to grow strategically from $150 million to $7 billion in assets.  
  • How one global services firm adjusted its B2B relationships to establish a strong new value proposition.  
  • How the synergy of products, services and strategy encompassed by the iPod crystallized Apple’s turnaround thinking.

This Roundtable will build on the July and September 2013 sessions, which looked at the front-end, “touchpoint” side of Design Thinking, and will provide insights into the full potential of this powerful management tool.  You will benefit from this meeting whether or not you attended the past meetings.  Our facilitator will be Anthony Le Storti, Senior Associate of the Alliance.                    more