Creative Leadership Program @Philips Amsterdam

It was a very interesting day again with the team of Creative Leadership program, formerly the DesignersDNA network. (by invitation only, ūüėČ

We get together every 2-3 months with representatives of large corporates like Philips, ABN, AkzoNobel etc. to discuss pressing issues that live inside various corporations.

The guest company can bring forward a specific challenge which we can try start solving with the  group that is present. Every now and then this will bring a day with great new insights, ways to innovate and in general always an exchange of thoughts with like minded people around the subject of design thinking.

We went out into the street to test certain campaign assumptions on complete strangers and came back in with a lot on new input on products, marketing, consumers, price and needs.

A day well spent….

If you want to know more, feel free to reach out to me at Twitter @victorhaze

Lessons learned from the Digital Health workshop #ERRIN

Yesterday I worked with the Healthgroup of the ERRIN network on issues around Digital Health. This was part of the matchmaking event they had organized around new Horizon calls.  I was asked to present something from my recent experience with the different projects. But last Friday this changed into; can you give a workshop to 18 people? That left little time to prepare and I had to come up with some improvisation.

Best improvisation I had available was to try an experiment. I had no idea who would be in the group. What their experience was, or their recent project history etc. Basically I was starting from scratch. I thought a perfect opportunity to use a problem definition canvas and see what would happen.


The group was very diverse and from different countries, so it wasn’t so easy to find common ground to start from.

I started with a small introduction what we did in the CIALE project and worked from there. Then I offered them a whole lot of trigger questions to start the proces. We only had about one hour to work with. (Lesson 1; 60-90 minutes for a workshop is too little time if you are not sure what the follow-up possibilities are…)

The three groups started working and I explained to them how to capture thoughts, group them, discuss the input etc.¬† (Lesson 2: always explain why to write with a big marker and one word per post-it…)

As I was walking around I noticed that some groups were further and quicker in capturing their process thoughts and ideas. I observed it for a little while and saw that the group making the biggest progress was the one actively  engaging everybody and took turns in putting stuff on the board. (Lesson 3; Make sure everyone is on their feet, literally!)

After about an hour we closed of with a plenary recap to find out that this was new to most, exciting for some, but generally rewarding in capturing and structuring thoughts and ideas around a very complex situation. So with little preparation it is still possible to get a lot on information from a very diverse group of strangers in a very limited amount of time.


It’s going to be a (couple of) beautiful day(s)…


Above some views as I cycled to work this morning. It is going to be a beautiful couple of days looking ahead. Today first of all of course the ‘Made by Google’ event from New York and Paris. You can find everything you need to know about the Pixel 3, Pixel 3XL, Pixelbook Slate etc. etc. here on this excellent website.

But there is more exciting stuff this week.

Tomorrow I will be part of the Design Thinkers Conference Day Zero in Amsterdam discussing Smart Cities РInclusive & Empathic. This is an invitation only event that gathers experts in foresight, thought leadership, futurism, urban planning, social entrepreneurship & change agents to find solutions to some of the critical barriers that stop us from progressing in our society and making cities livable for our future generation. This is part of my ongoing activities within the Creative Leadership Platform (formerly DesignersDNA).

Since Wednesday is¬† only Day Zero there is more to come. On Thursday and Friday I will join the Design Thinking Conference ‘Through Different Eyes”. It is the second edition and just like last year there will be a wide range of different speakers and activities.

It will be an exciting, exhilarating, immersive and energy-consuming and -producing couple of days. I will probably meet some people I met last year and obviously some new acquaintances will be in the process as well. Combine this with a couple of days in the capital in a small hotel at the Prinsengracht and you see why I am looking forward to this.

The goal of this knowledge seeking adventure is off course to be able to implement these newest insights into the workshops as I have been giving them this last month. Since I know what to expect of the conference from last year, I expect to have a much greater learning experience.

So keep an eye out for any updates these next couple of days. It’s going to be fun. If in the meantime you would like to know more about design thinking, workshops or innovation management, feel free to reach out to me.

#designthinking #SDT #innovation


Frame the Design Challenge… @healthvalley with #ZGV for the #nurses

collage_ZGV SDT workshop

Just home from delivering a Design Thinking workshop at hospital ‘Gelderse Vallei’.

They had a specific challenge at HR. We discussed various formats, but the essence of the night was in the confession of one of the nurses that she although had only slept for 4 hours coming from the night shift, she felt the urge to be present and take matters in her own hand. Along the canvas of her specific ‘target group of nurses’, she made an emotional appeal to the audience that things really had to change. And she gave very specific and detailed information as to the where, why, how and what of what needed to change.

Only when she told her story, it was obvious for all the people present what the real issues were in the organization. It was in this moment where one of the actual ‘end- users’ in the hospital took the stage that the crowd confessed to understand the real sense of urgency of the issue at hand.

It is in these moments that I feel the true power of the SDT framework in reality. Practical, hands-on and maybe even in this specific case very ‘in your face’ . Thanks to this very brave person I think a group of professionals in the hospital has met their ‘ikigai’ once again. They will go to work tomorrow with a new elan. A new sweetspot to aim for, everyday again.

Thank to all the participants tonight for this very magical moment.

Workshop impression Sept 10th 2018

Workshop HAN_10092018_collage.jpg

Yesterday we had a workshop with 18 students from the HAN University for Applied Sciences. These students minor in Digital Business & Innovation, in their fourth year of Business and IT study.

After an introduction into the theory of Service Design Doing I framed their design challenge as őÖHow might we develop the GP practice for the future?”.

After a ‘Problem Definition’ canvas they worked on a ‘People & Connection’ map, a ‘Target Group’ and a ‘Persona’ canvas. All in high speed sessions of approx. 30-45 minutes.

All from the perspective of one the various stakeholders in the overall ecosystem.  Some chose parents with young children, some young professionals.

Workshop day II impression, @healthvalley #CIALE #DOON #I3B #elitac

workshop day II

Also day II delivered interesting workformats with #customerjourneymapping , #valuepropositiondesign and setting out on a planned roadmap for the next several months, fuelled with insights from the various workshops.

The team worked hard all day to deliver meaningful value to the company. With humor and energy. We even made ‘toast’…

Want to know more how all this can also benefit your company? Feel free to reach out to me via email/twitter/linkedin.

Service Design eigenschap 4: “Evidencing”

Met de vierde eigenschap van Service Design raken we opnieuw het fenomeen dat sommige Engelse woorden nauwelijks te vertalen zijn…Wat is nu een mooi nederlands woord voor ‘Evidencing’ ? Bewijzend? Bewijsmateriaal? Getuigenis? Bewijsstuk? Wat ermee wordt bedoeld is, als ik het goed lees, om de service die je verleend te voorzien van iets tastbaars. Je geeft de gebruiker als het ware een bewijs van het feit dat de service gebruikt is. Dat leidt tot een rijkere gebruikerservaring en meer klant loyaliteit.

Ik vraag me af of dat voor alle ‘industrie√ęn’ werkt. Klant loyaliteit in een ziekenhuis betekent immers dat je chronisch ziek bent? Nee, in een ziekenhuis gaat het natuurlijk om het feit dat door het gebruik je ervaart dat je goed geholpen bent. Dat je juist bejegend wordt. Service Evidencing kan er dan voor zorgen dat je later opnieuw terug denkt aan de serviceverlener met een positief gevoel en mogelijk zelf als klant terug keert of beter nog, de service aanbeveelt bij een ander.
Veel services gebeuren natuurlijk vaak op de achtergrond. Ze zijn speciaal ontworpen om niet op te vallen. Uitleg bij ‘onzichtbare’ serviceverlening kan begrip en empathie opleveren. In de vorm van rekeningen, correspondentie, email, brochures, bewegwijzering souvenirs en andere producten wordt een tastbaar component toegevoegd aan een immateri√ęle ervaring.
Je moet er wel voor zorgen dat tastbaar maken van services niet doorschiet zoals in het geval van junk email. Dat is een voorbeeld waarbij er teveel tastbaar ‘bewijs’ komt van de service. Het moet ontworpen zijn in overeenstemming met het inherente verhaal van de service en zijn sequentie in raakpunten. Wanneer het een beter begrip oplevert van het werk achter de schermen is het goed ontworpen en kan het tastbaar maken resulteren in verhoogde klant waardering van de service ervaring.

Verstuurd vanuit Evernote