Process Based
PP0008

Design Thinking & Customer-Centric Innovation Workshops

Design Thinking & Customer-Centric Innovation Workshops
Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Interactive Design Sprint

Programme Objectives

Modern enterprises must innovate iteratively from genuine customer empathy rather than internal guesswork. This immersive bootcamp instructs cross-functional squads on conducting ethnographic customer interviews, reframing problem statements with "How Might We", and testing cheap paper prototypes.

Tools covered

Miro / Mural Design BoardsEmpathy Maps & Customer Journey BlueprintsHow Might We (HMW) QuestioningPaper & Digital Rapid Prototyping

Who should attend

  • Innovation and Strategy Teams
  • Product, Marketing, and Operations Leads
  • Business Analysts & Solutions Architects
  • Executives spearheading digital customer experiences

Prerequisites & Participant Readiness

  • No prior design background required; open to all business functions

TOC Modules

Learning objectives
  • Conducting ethnographic, non-leading customer interviews
  • Synthesizing qualitative feedback into Empathy Maps and Personas
  • Formulating killer "How Might We" (HMW) opportunity statements
  • Avoiding premature solution fixation and falling in love with the problem
Topics & Learning Outcomes
  • Conducting ethnographic, non-leading customer interviews
  • Synthesizing qualitative feedback into Empathy Maps and Personas
  • Formulating killer "How Might We" (HMW) opportunity statements
  • Avoiding premature solution fixation and falling in love with the problem

Scenarios

Scenario — Redesigning the Retail Banking Customer Onboarding Journey

Squads receive qualitative feedback from customers abandoning an account opening flow, synthesize friction points into empathy maps, and prototype an intuitive 3-step solution.

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