This document discusses IBM's efforts to implement user-centered design at scale across its large global organization. It summarizes IBM's recruitment of hundreds of designers, creation of design studios to foster creativity, and use of practices like Design Thinking, Playbacks, and Hills to help cross-functional teams deliver delightful user experiences. The goal is to make the work users have to do something they find pleasurable by establishing shared people, places, and practices focused on the user.
7. It makes the work our users
have to do the work they
take pleasure in doing.
8. … at IBM’s scale
It makes the work our users
have to do the work they
take pleasure in doing.
430k+ employees in 170 countries
World’s largest IT services company
Second largest software vendor