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Scenario-Focused Engineering: A toolbox for innovation and customer-centricity by Drew Fletcher, Austina De Bonte

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Appendix D. Selected case studies

This appendix contains two case studies of teams that followed many of the concepts and techniques described in this book to deliver solutions to customers.

The first case study is a textbook account of how an expert used a design-thinking approach in a real-world situation. It details the process he used to discover the unarticulated need a company was hunting for, as well as the process he followed and the artifacts he created along the path to developing a final solution. It highlights how these techniques can be used quickly, with a full iteration completed in only one week.

The second is a good illustration of what the path more often looks like for teams that are embarking on a journey to delight their ...

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