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Content of this presentation is as follows:
2. DESIGN THINKING MINDSETS
3. DESIGN THINKING PROCESS
• Design thinking is a human-centered approach to problem solving
• Helps us to get a deep understanding of customers' unmet needs and wants
• It encourages creative consideration of a wide array of innovative solutions
• It is as much a mindset as a process
Design thinking can be helpful with 'WICKED' PROBLEMS: Problems that are ill-defined and/or tricky.
• Problems that are ill-defined: both problem and solution are unknown at the beginning. A large part of the problem solving is actually defining the problem.
• ... and/or tricky: it involves quite a bit of risk, as you are leaving the comfort zone of the organisation.
Design thinking process includes 5 activities:
The final phase is the Testing stage where prototypes are made available to solicit feedback from users. This provides the opportunity to understand users further and see how they will use and interact with a product in real life. A great rule from the is "always prototype as if you know you are right, but test as if you know you're wrong – testing is a chance to refine your solutions and make them better."
Quickly receiving initial feedback encourages the team to refine the prototype, refine the POV and learn more about your users. Even if the prototype doesn't succeed with users, it doesn't mean the concept was a failure. The opportunity to quickly learn from users and adapt the product moves the team closer to the final product that will meet and exceed the need of users.
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Service Design PowerPoint Slides: Design Thinking - Overview PowerPoint (PPTX) Presentation, Ivana Nissen
ABOUT THE AUTHOR: IVANA NISSEN
Ivana Nissen is an experienced Director with extensive experience in the Management Consulting industry, specializing in Business Process Design, IT Service Management, and IT Strategy. Ivana has a Master of Science (MSc) in Mathematics and Computer Science.
ITIL v3 accredited trainer (2008 - today)
ITIL v2 accredited trainer (2003 - 2007)
ITIL consultant (2003 - today)
Service Desk Institute auditor (2004 - today)
Service Desk Institute consultant (2004 - today)
ITIL v3 Intermediate Qualification: Service Design (2011)
ITIL v3 Intermediate Qualification: Continual Service Improvement (2011)
ITIL v3 Intermediate Qualification: Service Strategy (2010)
ITIL v3 Intermediate Qualification: Service Transition (2010)
ITIL v3 Expert (2009)
ITIL v3 Managers Bridge (2009)
ITIL v3 Intermediate Qualification: Service Offerings and Agreements (2009)
ITIL v3 Intermediate Qualification: Operational Support and Analysis (2009)
ITIL v3 Intermediate Qualification: Service Operation (2009)
ITIL v3 Foundation (2008)
ITIL v2 Service Manager (2004)
Help Desk Analyst (2004)
Help Desk Manager (2004)
ITIL v2 Foundation (2003)
Ivana Nissen has published 26 additional documents on Flevy.
This business document is categorized under the function(s): Information Technology Strategy, Marketing, & Sales
It applies to Design Thinking
File Type: PowerPoint (pptx)
File Size: 4.5 MB
Number of Slides: 46 (includes cover, transition, & marketing slides)
Related Topic(s): Service Design
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Jun 25, 2020
Most recent version published: Jun 25, 2020
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