The Simplicity Diamond Framework

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The five principles deals with a different aspect of business practice. The get fueled by empathy and dance with complexity sits at the bottom of the diamond because it kind of fuels the rest. Fourth one, which a lot of people love is called speak human. It's really about now that we understood what customers really want. We were charged by empathy, we wear the new lens to look at problems. Now we're to focus. What is that one or two things that we can do really well as opposed to trying to do everything? I mean resources are finite, we cannot be good at everything. So this can become a very powerful tool to start if you cannot change the rest immediately.

“Simplicity is an experience that makes things easy for users that leaves positive emotions."

Jin Kang Møller is an award-winning customer experience strategist, design practitioner, and the author of “The Simplicity Playbook for Innovators“. She was the driving force behind FRANK by OCBC and OCBC OneWealth app that won her a Singapore Good Design Mark Gold award in 2017.

In this episode, Jin shared with me her insightful perspectives on simplicity and how simplicity naturally leads to innovation. She shared with me in-detail her powerful framework, “Simplicity Diamond“, that is extremely powerful to help us embrace simplicity in dealing with different aspects of business practices, products and services. She also shared her point of view on agile and design thinking, and how we can combine both methodologies together in order to solve the right problems for our customers and users. And don’t miss her fun sharing on “pain sponge” that provides a great mindset analogy for delivering better customer experience!

Listen out for:

Career Journey - [00:06:08]
Challenges Introducing Customer Experience - [00:11:38]
Simplicity - [00:16:24]
Simplicity Drives Innovation - [00:18:31]
Simplicity Diamond - [00:23:04]
Get Fueled by Empathy - [00:29:01]
Dancing with Complexity - [00:35:20]
Focus - [00:38:33]
Speak Human - [00:43:12]
Designing Lovable Experience - [00:46:54]
How to Embark on Simplicity Journey - [00:52:01]
Personal Simplicity - [00:54:00]
Agile and Design Thinking - [00:55:42]
3 Tech Lead Wisdom - [00:59:12]

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Jin Kang Møller’s Bio
Jin Kang Møller is an award-winning customer experience strategist, design practitioner and highly-acclaimed executive trainer. She held design leadership positions to creative value and bottom-line impact for twenty years in the large financial services firms such as OCBC Bank in Singapore and Credit Suisse in Switzerland, and has led user experience consulting services for pharmaceutical companies.

Her design methodologies have helped wealth management, private & retail banking and insurance businesses to drive successful customer experience and digital transformation initiatives, and won her a Singapore Good Design Mark Gold award in 2017.

She is the author of The Simplicity Playbook for Innovators, a battle-tested strategy and the collection of tools to drive innovation, humanise digital transformation and to win customers’ hearts.

Follow Jin:

Website – https://designfulcompany.com/
LinkedIn – https://www.linkedin.com/in/jinkangmoller
Twitter – https://twitter.com/JinZwicky
Design Thinking, Innovation, Leadership at SMU Academy – https://academy.smu.edu.sg/design-thinking/about/index.html

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For more info about the episode (including quotes and transcript), visit techleadjournal.dev/episodes/33.