1. Enhance your problem solving skill and the customer experience journey with the Design Thinking approach to innovation.
2. Learn how to make the invisible (e.g. touchpoints, experience, journeys) visible, so that you can work smarter, be more innovative and create a better experience.
3. Learn the five types of ideation techniques to generate quantity and quality of ideas.

DOCUMENT DESCRIPTION

In today's increasing complexity of digital technology and modern business, customers are increasingly choosing products and services based on the quality of the experiences they have with them. To help meet these challenges, an approach known as "Design Thinking" is playing a greater role in finding meaningful pathways - it is increasingly common in Lean Six Sigma processes and in organizational innovation initiatives. Industry practitioners of Design Thinking include Apple, Google, Uber, AirBnB, IDEO, Samsung, Nike, Procter & Gamble, SAP, Singapore Airlines and DBS Bank.

Design thinking is a human-centered, iterative problem-solving process of discovery, ideation, and experimentation that employs various design-based techniques to gain insight and yield innovative solutions for virtually any type of organizational or business challenge. This method combines both analytical and creative approaches to generate solutions.

In this training guide, you will learn how to solve problems by building empathy through ethnographic research, generating ideas, prototyping and testing new concepts before final implementation.

NOTE: This training presentation comes with Design Thinking templates in Powerpoint format.

LEARNING OBJECTIVES

1. Acquire a deep understanding of the Design Thinking principles, process and tools.
2. Apply the Design Thinking methodology and tools to generate breakthrough ideas and co-create an improved customer experience journey.
3. Improve personal effectiveness by becoming a more empathetic service provider.

CONTENTS

1. Key Concepts & Principles of Design Thinking
What is design thinking?
What design thinking is not
Some applications of design thinking
Benefits of design thinking
Framework of design thinking
Case studies of design thinking and innovation at Apple and Singapore Airlines

2. Five Action Phases of Design Thinking
Empathize - understand your customers/users
Define - define clear project/business objectives
Ideate - explore ideas and solutions
Prototype - build and visulaize ideas and solutions
Test - review and decide

3. Design Thinking Mindsets, Tools & Templates
Think users first
Ask the right questions
Believe you can draw
Commit to explore
Prototype to test

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