PART 1 ‐ PLAY TO WIN
Chapter 2 ‐ Introduction
“The value of design.” Design Management Institute, n.d. https://www.dmi.org/page/DesignValue .
Sheppard, Benedict, Hugo Sarrazin, Garen Kouyoumjian, and Fabricio Dore. “The business value of design.” McKinsey & Company, April 28, 2021a. https://www.mckinsey.com/business-functions/mckinsey-design/our-insights/the-business-value-of-design .
“The 100 largest companies in the world by market capitalization in 2021.” Statista, September 10, 2021. https://www.statista.com/statistics/263264/top-companies-in-the-world-by-market-capitalization/ .
Böringer, Jochen, Brett Grehan, Dieter Kiewell, Soenke Lehmitz, and Philipp Moser. “Four pathways to digital growth that work for B2B companies.” McKinsey & Company, October 31, 2019. https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/four-pathways-to-digital-growth-that-work-for-b2b-companies .
Chapter 3 ‐ The User Experience Problem
Hajro, Neira, Klemens Hjartar, Paul Jenkins, and Benjamim Vieira. “What’s next for digital consumers.” McKinsey & Company, August 16, 2021. https://www.mckinsey.com/business‐functions/mckinsey‐digital/our‐insights/whats‐next‐for‐digital‐consumers .
“IDC reveals 2021 worldwide digital TRANSFORMATION predictions; 65% of global GDP digitalized by 2022, driving over $6.8 trillion of DIRECT DX investments from 2020 to 2023.” IDC, October 29, 2020. https://www.idc.com/getdoc.jsp??containerId=prUS46967420 .
Sheetz, Michael. “Technology killing off corporate AMERICA: average life span of companies under 20 years.” CNBC, August 24, 2017. https://www.cnbc.com/2017/08/24/technology‐killing‐off‐corporations‐average‐lifespan‐of‐company‐under‐20‐years.html .
Chapter 5 ‐ Business Insanity
Sheppard, Benedict, Hugo Sarrazin, Garen Kouyoumjian, and Fabricio Dore. “The business value of design.” McKinsey & Company, April 28, 2021b. https://www.mckinsey.com/business-functions/mckinsey-design/our-insights/the-business-value-of-design .
CB Insights. “Why startups fail: top 12 reasons L CB insights.” CB Insights Research. CB Insights, September 16, 2021. https://www.cbinsights.com/research/startup-failure-reasons-top/ .
Syal, Rajeev. “Abandoned NHS IT system has cost £10bn so far.” The Guardian. Guardian News and Media, September 17, 2013. https://www.theguardian.com/society/2013/sep/18/nhs‐records‐system‐10bn .
Chapter 6 ‐ Two Case Studies of Experience Transformation
Morris, Charles. “The waiting list to buy a Tesla is growing rapidly.” InsideEVs. EVANNEX, August 28, 2021. https://insideevs.com/news/529446/tesla-waiting-list-growing-quickly/ .
“Customer experience study identifies expectation gap between dealers consumers.” Driving Sales, March 31, 2015. https://www.drivingsales.com/drivingsales/blog/20150331‐driving‐sales‐customer‐experience‐study‐identifies‐expectation‐gap‐between‐dealers‐consumers .
Boudette, Neal E. “In electric car market, it’s Tesla and a jumbled field of also‐rans.” The New York Times, July 22, 2020. https://www.nytimes.com/2020/07/22/business/tesla-electric-car-audi-polestar.html .
DeBord, Matthew. “The Tesla Model 3 interior sets a radical new standard for auto design.” Business Insider, July 20, 2018. https://www.businessinsider.com/tesla-model-3-interior-is-a-gamechanger-pictures-2018-2#so-there-you-have-it-the-model-3-teslas-minimalist-masterpiece-for-the-masses-12 .
Hayes, Tyler. “Hidden Tesla tricks every EV fan should know.” PCMAG, March 16, 2021. https://www.pcmag.com/how-to/hidden-tesla-tips-every-ev-fan-should-know .
Livescault, Jonathan. “7 Pillars Shaping Tesla’s Corporate Culture.” Braineet, June 7, 2021. https://www.braineet.com/blog/tesla-innovation-culture .
Loveday, Steven. “Tesla Model Y 2.0: what changes will come later this year?” InsideEVs, April 22, 2021. https://insideevs.com/features/502871/tesla-modely-updates-late-2021/ .
“Great big beautiful tomorrow: the futurism of Walt Disney.” YouTube. CM Films, January 9, 2016. https://www.youtube.com/watch?v=pwLznNpJz2I .
Dickerson, Joseph. “Walt Disney: the world’s first UX designer.” UX Magazine, September 9, 2013. https://uxmag.com/articles/walt-disney-the-worlds-first-ux-designer .
Kinni, Theodore, and The Disney Institute. “Be our guest: perfecting the art of customer service .” The DISNEY Institute, 2020.
Sijwang. “Disney’s Mymagic+: transforming the theme park experience.” Digital Innovation and Transformation, April 6, 2017. https://digital.hbs.edu/platform-digit/submission/disneys-mymagic-transforming-the-theme-park-experience/ .
Carr, Austin. “The messy business of reinventing happiness.” Fast Company, April 15, 2015. https://www.fastcompany.com/3044283/the-messy-business-of-reinventing-happiness .
“Disney: making magic through digital innovation.” Capgemini Consulting, n.d. https://capgemini.com/consulting/wp-content/uploads/sites/30/2017/07/disney_0.pdf .
Barnes, Brooks. “Disney reimagines its stores to be more like a vacation.” The New York Times, September 26, 2017. https://www.nytimes.com/2017/09/26/business/media/disney‐stores.html .
Richwine, Lisa. “Disney tests new store design as shoppers go online.” Reuters. Thomson Reuters, September 26, 2017. https://www.reuters.com/article/us-disney-stores/disney-tests-new-store-design-as-shoppers-go-online-idUSKCN1C10NR .
PART 2 ‐ 27 PLAYS TO PRACTICE
USING THE PLAYBOOK
Chapter 14 ‐ User Empathy Play
Ross, L., D. Greene, and P. House. 1977. The “False consensus effect: an egocentric bias in social perception and attribution processes. Journal of Experimental Social Psychology.
Bach, Deborah. “Plugged in: Microsoft Story Labs.” Plugged In | Microsoft Story Labs, May 16, 2018. https://news.microsoft.com/stories/xbox-adaptive-controller/ .
Chapter 15 ‐ Experience Strategy: Introduction
Porter, M.E. 1996. “What is a strategy?” Harvard Business Review (November–December): 61–78 .
EXPERIENCE STRATEGY
Chapter 16 ‐ Culture Design Play
“How design thinking transformed Airbnb from a failing startup to a billion dollar business.” First‐round review. Accessed July 15, 2021. https://review.firstround.com/How‐design‐thinking‐transformed‐Airbnb‐from‐failing‐startup‐to‐billion‐dollar‐business .
Grant, Adam. “How to build a culture of originality.” HBR’s 10 Must Reads on Building a Great Culture, 2019, 139–39.
Razzetti, Gustavo. “Airbnb culture design canvas.” Fearless Culture, February 9, 2020. https://www.fearlessculture.design/blog-posts/airbnb-culture-design-canvas .
Sinek, Simon. “How to make a cultural transformation .” YouTube, 2020. https://www.youtube.com/watch?v=N9d0NqSztWA .
Thomke, Stefan. “Optimizely partner story: HBS Professor Stefan Thomke on experimentation .” YouTube, 2018. https://www.youtube.com/watch?v=5sklu7J5r90 .
Chapter 17 ‐ Shared Empathy Play
“Memorable onboarding for new hires, the Zappos way,” Zappos, January 28th, 2020. https://www.zappos.com/about/stories/memorable-onboarding-new-hires .
“A company of holiday helpers,” Zappos, December 19, 2017. https://www.zappos.com/about/stories/holiday‐helpers .
“Coursera 2020 impact report: serving the world through learning,” Coursera, July 26, 2021. https://about.coursera.org/press/wp-content/uploads/2020/09/Coursera-Impact-Report-2020.pdf .
“Learner stories,” Coursera Blog, Coursera. https://blog.coursera.org/stories/ .
Jon Wong, “The Coursera Make‐A‐Thon” Coursera Blog, May 25, 2018. https://blog.coursera.org/the-coursera-make-a-thon/ .
“Jennifer Ruzek Liebermann,” Linkedin, July 26, 2021. https://www.linkedin.com/in/jenniferruzek/ .
“The Garfield Innovation Center: a legacy of innovation lives on,” Kaiser Permanente Careers, accessed July 26, 2021. https://www.kaiserpermanentejobs.org/garfield-innovation-center-history .
PRODUCT THINKING
Chapter 36 ‐ Cross‐Functional Collaboration Play
Casciaro, Tiziana, Sujin Jang, and Amy C. Edmondson. “What cross‐silo leadership looks like.” Harvard Business Review, November 24, 2020. https://hbr.org/2019/05/cross-silo-leadership .
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