LEAN SIX SIGMA WORLD CONFERENCE
Integrating Design Thinking and Lean Six Sigma: A Case Study
Presenter: Rod Toro, LSS Deployment Leader, Edward Jones, Saint Louis, MO, USA
Keywords: Design Thinking, Design for Six Sigma,
Integration, Systems Thinking, Strategic Roadmap, PMMS
Industry: Financial Services
Edward Jones understands the importance of defining and planning projects to ensure effective long term results. To that end, using the Project Life Cycle (PLC) as the base, Design Thinking methodology has been applied to all major projects. The major question is: How does Lean Six Sigma play a significant role in working with and integration with Design Thinking? This presentation will walk through a case study on how that is being done and the results of that effort. The basic tools and process of design thinking follows the "Observe, Reflect, and Make" cycle. This "loop" drives how design thinking works. Being able to understand the present and envisioning the future in a continuous cycle that fails fast will be demonstrated through the case study. The major tools of a Design Sprint will be reviewed and how they relate to Lean Six Sigma tools. The major Design tools used in the case study include: an Empathy Map, Business Canvas, Hopes & Fears, Big Ideas Vignettes, Experience-Based Roadmaps and others. With the PLC still being used as a base, nine specific Lean Six Sigma toolkits will be shown and the key areas that these are used in the Design Thinking cycle. Three key questions are addressed to understand how best to integrate LSS with Design Thinking. Each question and the supporting toolkit will be explained and shown how they work in the case study. The three questions are: What is the true solve? What is the "real" starting point? and How to "operationalize this project? Lessons learned and benefits of combining these two disciplines will be shown as Edward Jones continues the integration of these two disciplines.