Course Overview
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 in almost all industries including Information Technology and Telecommunications. With onset of the Digital Revolution, Design Thinking process and tools are increasingly being adopted in strategic processes and in organizational innovation initiatives in the Telecom sector, including IT services.
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 in banking. Design Thinking may well be the key mindset required for any organization’s growth initiatives as well as its next phase of development!
The five-phase Design Thinking process is based on the renowned Stanford University's d.school model that is broadly used and has proven its value. This method combines both analytical and creative approaches to generate solutions. Industry practitioners of Design Thinking include Apple, Google, Samsung, Uber, Air BnB, IDEO, Nike, Procter & Gamble, Singapore Airlines, DBS Bank, Capital One and Ministry of Manpower.
In this action-oriented workshop, participants will work in small teams, guided by the Design Thinking professor, experience a stakeholder-centric approach to problem solving through a re-imagination of the end-to-end stakeholder experience journey. Participants will develop skills such as ethnographers, visual thinkers, strategists and story-tellers through a hybrid of workshop discussions and activities, using LEGO Serious Play Blocks. It covers building empathy through ethnographic research, generating ideas, prototyping and testing new concepts and finally defining an implementation plan.
Target Audience
This course is designed for any business leaders, professional managers,engineers or any professional in Telecom companies wishing to gain practicalknow-how on the principles, process and tools of Design Thinking
Course Objectives
Upon completion of this workshop, participants will be able to:
1).Acquire a deep understanding of the Design Thinking principles, process and tools with reference to IT Services in Telecom Sector
2).Apply the Design Thinking framework as a structured process to solve problems, generate breakthrough ideas and co-create an improved customer experience journey
3).Improve personal effectiveness by becoming a more empathetic service provider
Course Prerequisites
Industry experience , IT or Non-IT
Course Outline
1. Key Concepts &Principles of Design Thinking
� What is design thinking?
� What design thinking is not
� Applications of design thinking in industries
� Benefits of design thinking
� Case studies of design thinking
� Framework of design thinking
2. Design Thinking Mindsets
� Human-centered
� Process approach
� Radical collaboration
� Culture of prototyping
� Show, don't tell
� Bias toward action
3. Five Phases of Design Thinking
� Empathize - understand your customers/users
� Define - define clear project/business objectives
� Ideate - explore ideas and solutions
� Prototype - build and visualize ideas and solutions
� Test - review and decide
4. Design Thinking Tools& Templates
� Empathize - Personas,empathy maps and user feedback
� Define - Point of view,how might we, stakeholder map, customer journeys, context map and opportunity map
� Ideate - Ideation techniques (e.g. SCAMPER, Lotus Method, What if, HMW etc.), sketches, prioritization matrix, and idea evaluation matrix
� Prototype - Physical prototypes using Lego Serious Play Blocks, and storyboards
� Test - User feedback,observation and evaluation matrix
