Custom Made is produced every Sunday and so make sure you hit subscribe on your favorite podcasting app via the links at the end of this post to get our latest episodes as they are released.

We are on episode #28 and this week I am joined by Heather Figallo, Senior Director, Innovation, Design and Entrepreneurship at Southwest Airlines.

At Southwest Airlines Heather is responsible for leading the discipline of innovation as well as the newly formed labs group which develops prototypes and other stimulus for Customer and Employee feedback.

Heather joined Southwest Airlines in August of 2014 as Product and Innovation lead in the Commercial Team. During her tenure at Southwest, Heather launched the Customer Experience Team within Marketing and was the Business lead on the Customer Experience side of the CX / Ops strategy development.

In October of 2016 Heather moved to Corporate Strategy & Innovation to launch the Innovation Center and Lab. The Innovation Center’s charge is to create idea flow that supports the Corporate Strategy. The Innovation Center does this by inspiring innovative and agile thinking, directing innovation work through best practices and accelerating the work through the agility of labs.

Prior to joining Southwest, Heather’s worked in Advertising, Digital and Innovation Agencies. During that time she led global initiatives for ExxonMobil, Coca-Cola, American Airlines, P&G and many other Fortune 500 brands.

On this weeks episode of Custom Made Heather shares how she and her team have integrated human-centered design within their innovation practice to inspire, direct and accelerate change within Southwest Airlines.

For listeners who aren’t familiar, human-centered design is a framework of processes, that is not restricted to interfaces or technologies, in which usability goals, user characteristics, environment, tasks and workflow of a product, service or process are given extensive attention at each stage of the design process.

Throughout my conversation with Heather she digs into the detail of her teams approach, structure, and various processes they use to collect ideas, how she divides ideas into near-term and longer-term opportunities to drive change within Southwest airlines, how her team gets buy-in within the organization both at the early stage with key stakeholders and later during the prototyping phases with the end users, and then transition these prototypes to be further developed to be part of day-to-day operations.

You can catch Heather's full Custom Made episode here or via the podcast links below:

You can get all episodes of Custom Made on these platforms and many more. Do subscribe on your favorite platform to catch each episode as it is released, and let me know any feedback, questions, and recommendations on twitter @dougplatts.

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I hope you enjoy this episode!

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