Course Objective & Scope
Countless products, services and internal workflows fail adoption because they are built on boardroom assumptions rather than actual human behaviour. Design Thinking is a human-centered innovation discipline that de-risks uncertainty through deep empathy and rapid experimentation. Following the Double Diamond framework, this course teaches how to conduct non-leading empathy interviews, synthesize observations into actionable insights, map end-to-end user journeys, and test low-cost prototypes with real users.
Throughout the workshop, participants work on a real external customer or internal employee challenge, progressing from discovery to a tested prototype.
Who Should Attend?
- Product managers, business analysts, service designers and customer experience (CX) specialists
- Teams redesigning internal tools, HR or operational workflows around employee experience
- Business development and strategy professionals building new value propositions
- No technical prerequisites
Key Takeaways
- Conduct ethnographic observation and non-leading empathy interviews that uncover unspoken user workarounds
- Synthesize raw field data using Empathy Maps and Customer Journey Maps to pinpoint high-friction moments
- Translate user insights into a sharp Point of View (POV) statement that guides solution design
- Generate diverse solution concepts through structured cross-functional ideation
- Build low-fidelity prototypes in hours and run structured user feedback sessions
Curriculum
Human-Centered Innovation & The Double Diamond Framework
- Balancing human desirability, technical feasibility and business viability
- Navigating the Double Diamond: Discover, Define, Develop and Deliver
Empathy Research: Moving Beyond Boardroom Assumptions
- Conducting non-leading depth interviews and contextual observation
- Learning from extreme users and spotting compensatory workarounds
Synthesis, Journey Mapping & Crafting the Point of View (POV)
- Visualizing pain points and moments of truth through Empathy Maps and Journey Maps
- Distilling raw observations into true insights and a sharp Point of View (POV) statement
Concept Ideation & Solution Storyboarding
- Moving from POV to 'How Might We' prompts, Crazy 8s sketching and concept mash-ups
- Selecting promising concepts based on user value and implementation feasibility
Rapid Low-Fidelity Prototyping & User Testing
- Building storyboards, paper prototypes, role-plays and lightweight service blueprints
- Running unbiased user test sessions using the Feedback Capture Grid
Other Courses in This Category
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Testing ideas before heavy investment using Hypothesis Cards, pretotyping, MVP experiments and validation metrics; teams design rapid experiments to test their riskiest assumptions.
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Separating divergent and convergent thinking for ambiguous business challenges, root-cause exploration and structured ideation; teams work end-to-end on a live organizational problem.
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Analyzing organizational challenges through feedback loops, time delays, system archetypes and leverage points rather than isolated events; leaders map and diagnose their own business systems.
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