Design Thinking

Training Material

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TABLE OF CONTENTS

CHAPTER 1: INTRODUCTION TO DESIGN THINKING .................. 1

1.1 WHAT IS DESIGN THINKING?............................................. 1

1.2 THE DESIGN THINKING PROCESS ....................................... 9

1.3 THE IMPORTANCE OF HUMAN-CENTERED DESIGN.............. 12

CHAPTER 2: EMPATHIZE ......................................................... 14

2.1. TECHNIQUES FOR USER RESEARCH ................................... 15

2.2. BUILDING EMPATHY ........................................................ 17

2.3. UNDERSTANDING STAKEHOLDERS .................................... 20

CHAPTER 3: DEFINE................................................................ 23

3.1. DEFINING THE PROBLEM .................................................. 23

3.2. CREATING USER PERSONAS.............................................. 24

3.3. MAPPING THE USER JOURNEY .......................................... 25

CHAPTER 4: IDEATE ................................................................ 26

4.1. BRAINSTORMING TECHNIQUES ......................................... 27

4.2. GENERATING AND REFINING IDEAS .................................. 28

4.3. EVALUATING IDEAS ......................................................... 28

CHAPTER 5: PROTOTYPE ......................................................... 30

5.1. BUILDING PROTOTYPES .................................................... 31

5.2. TOOLS AND TECHNIQUES ................................................. 32

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5.3. ITERATING ON PROTOTYPES ............................................. 34

CHAPTER 6: TEST ................................................................... 35

6.1. TESTING PROTOTYPES ...................................................... 35

6.2. GATHERING FEEDBACK .................................................... 36

6.3. REFINING SOLUTIONS....................................................... 37

CHAPTER 7: CASE STUDIES AND APPLICATIONS ....................... 42

7.1. REAL-WORLD EXAMPLES ................................................ 42

7.2. INDUSTRY-SPECIFIC APPLICATIONS .................................. 44

7.3. GUEST SPEAKERS/WORKSHOPS ........................................ 45

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Chapter 1: Introduction to Design Thinking
1.1. What is Design Thinking?

Overview

A human-centered approach to innovation, design thinking places a

strong emphasis on comprehending user wants, experiences, and
motivations in order to produce solutions that work. Empathy, creativity,
and experimentation are combined to tackle difficult issues and provide
creative answers. The process is collaborative, iterative, and frequently
includes testing and prototyping.

Among the essential elements of design thinking are:

Empathy: is the capacity to comprehend and relate to others in order to

learn about their needs and difficulties.
Define: Using user insights to clearly articulate the opportunity or
problem.
Ideate: Using creative thinking and brainstorming to provide a broad
range of concepts and viable solutions.
Prototyping is the process of giving concepts physical form in order to
test their viability and get input.
Test: Getting user feedback on prototypes to hone and enhance solutions.
Many disciplines, including business strategy, social innovation,
product and service design, and design thinking, use design thinking.

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History

Over several decades, the idea of Design Thinking has changed

with contributions from several academic fields. Here is a quick synopsis
of the past:

1. Initial Roots: 1960s–1970s

Herbert Simon: The Nobel Prize-winning economist and
cognitive scientist Herbert Simon popularized the phrase "design
thinking" in his 1969 book The Sciences of the Artificial. Simon stressed
a methodical approach while defining design as a process of problem-
solving and innovation.
Design Methodology Movement: There was an increasing interest
in formalizing design processes during the 1960s and 1970s. Design
Thinking's theoretical underpinnings were aided by innovators such as
Christopher Alexander and the advancement of design approaches.

2. The 1980s and 1990s saw the creation of the Design Thinking
Framework.
Stanford University and IDEO: David Kelley formed IDEO, a
design and consulting firm that had a significant role in influencing
contemporary Design Thinking during the 1980s and 1990s. To tackle
complicated challenges, IDEO blended empathy, prototyping, and
iteration.
The d.school at Stanford: The early 2000s saw the establishment
of Stanford University's Hasso Plattner Institute of Design (d.school),
which contributed to the formalization and dissemination of Design
Thinking ideas. A curriculum that incorporated Design Thinking into
instruction and practice was created by the d.school.

3. Extensive Implementation (2000s–Present)

Popularization: Design Thinking became widely accepted and
used in a variety of fields, such as business, medicine, and education.
Organizations such as Apple, IBM, and Google have adopted Design
Thinking as a means of promoting creativity and user-centered design.
Books & Other Materials: The principles and methods of Design
Thinking were disseminated through notable works including Nigel
Cross's Design Thinking, Tim Brown's Change by Design, and Don
Norman's The Design of Everyday Things.
Tool-kits and Training: A wider range of organizations, including
start-ups, major corporations, and non-profits, can now use Design

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Thinking thanks to the creation of tool kits, workshops, and online
resources.

Important People and Their Contributions:

Simon Herbert: His contributions paved the way for our current
knowledge of design as a method of problem-solving.

David Kelley: As an IDEO co-founder, Kelley made a big

contribution to the practice and teaching of Design Thinking.
Tim Brown: The CEO of IDEO, wrote Change by Design, a book
that went into greater detail about using Design Thinking in
organizational and business settings.
Stanford University: Design Thinking approaches have been
formalized and taught thanks in large part to the d.school.
Effects and Development:
From being a specialized methodology, design thinking has
become a popular strategy for creativity and problem-solving. Its
influence can be seen in a variety of domains, including social
innovation, technology, business strategy, and design. The method keeps
changing, adding new techniques and instruments while holding fast to its
fundamental ideas of creativity, iteration, and empathy.

Key principles and methodology

1. Design with Humans in Mind

Empathy: A key component of Design Thinking is comprehending and

responding to people' requirements, experiences, and feelings.
Developing solutions that actually enhance the user experience is the aim.
User Involvement: Including users at every stage of the design process
guarantees that their viewpoints are taken into account when developing
the solution.
Working together and using a multidisciplinary approach

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Diverse Teams: Innovation and creativity are enhanced when people
with various backgrounds, talents, and viewpoints are brought together.
Cross-functional cooperation is promoted by design thinking.
Using the team's combined creativity and insights to produce and refine
ideas is known as collective brainstorming.
Prototyping and Iteration
Fail Fast, Learn Fast: Ideas can be quickly tested through prototyping.
Iterations conducted early on and often aid in finding problems and
improving solutions swiftly.
Experimentation: Using a trial-and-error methodology to investigate
options and get input.

2. Framing and Re-framing Problems

Identifying the Correct Problem: Prior to creating solutions, make sure

the problem is correctly identified and understood. In order to get fresh
insights, this frequently entails rephrasing the issue.
Insights-Driven: Rather than being predicated on conjecture or
preconceived ideas, solutions should be grounded in profound insights
into user needs.

3. Systems and Holistic Thinking

Big Picture View: Taking into account the relevant environmental,

social, and cultural aspects of the problem's environment.
Inter-connectedness: Identifying and addressing the linkages between
different components of a system that solutions may affect.

Methodology
Generally, the Design Thinking process is broken down into five main
phases. Because these phases are non-linear and iterative, teams are free
to go back and explore previous phases as needed.

Show compassion

Goal: Acquire a thorough grasp of the users' requirements.

Actions:
To obtain insights, conduct user research through surveys, observations,
and interviews.

Empathy Mapping: Draw empathy maps to see the thoughts, feelings,

words, and actions of users.
Create thorough user personas that represent various user categories.

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Describe

Goal: Clearly state the issue in light of user insights.

Actions:
Problem Statement: Clearly and succinctly express the needs and
difficulties of the user in your problem statement.
Point of View: Create a perspective that highlights important areas for
innovation and synthesizes user insights.
User journey maps should be made in order to visually represent the
processes and encounters that users have.
Perfect

Goal: Come up with a plethora of concepts and possible fixes.

Actions:
Brainstorming: To come up with ideas, use methods like mind mapping,
SCAMPER, and "How Might We" queries.
Divergent Thinking: Promote independent thought and the investigation
of different options.
concept Selection: Determine the viability, significance, and degree to
which a concept satisfies user demands before ranking it.
Initial

Goal: Construct concrete models of concepts to investigate their

feasibility.
Actions:
Low-fidelity prototypes: Make basic, low-cost models like storyboards,
sketches, or paper prototypes.
High-fidelity Prototypes: If additional information is needed, create
more intricate and useful prototypes.
Iterative Refinement: Adjust prototypes in response to testing and user
input.

Examine

Goal: Test prototypes with users to get their opinions and thoughts.
Actions:

User testing: Watch how users engage and get feedback by holding
testing sessions with users.
Analysis: Examine comments to find trends, problems, and areas that
could want improvement.
Iteration: Apply insights to modify and enhance the prototype as needed.

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 1.2. The Design Thinking Process

The Design Thinking process is an organized method for creativity

and problem-solving that places a focus on comprehending user demands
and developing workable solutions. Typically, there are five steps in the
process: define, prototype, test, identify, and empathize. Every step is
essential to creating user-centered solutions, and as the process is
frequently iterative, teams may go back and improve previous steps in
light of new information that has come to light.

Empathize, Define, Ideate, Prototype, Test

Below is a thorough rundown of every step involved in the Design

Thinking process:

1. Empathize Goal: By speaking with consumers one-on-one and paying

attention to their experiences, you may have a thorough grasp of them
and their needs.

Important Tasks:
User research: To learn about the needs, habits, and pain points of users,
conduct surveys, interviews, and on-site observations.
Empathy Mapping: To depict users' thoughts, feelings, words, and
actions, create visual aids such as empathy maps. This contributes to the
development of a thorough comprehension of their experiences.
Persona Development: Create user personas, which are comprehensive
profiles of various user base groups. Personas assist in maintaining
throughout the design process the emphasis on actual users.
Journey Mapping: Define important touch points and pain points and
map out the user journey to see the full experience from beginning to end.
Result: Comprehensive understanding of user requirements, obstacles,
and experiences that will direct the formulation of the problem and the
creation of the solution.

2. Define Objective: Using the knowledge acquired in the Empathize

stage, clearly state the issue you are attempting to resolve.

Important Tasks:
Problem Statement: Formulate a succinct, unambiguous problem
statement that captures the key issue found during user research. The
demands and obstacles of the user should be its main focus.
Point of View (POV): Create a statement that summarizes user insights

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and presents the issue from the user's perspective.
User trip Analysis: Examine the user trip map to identify particular
points of opportunity or conflict.
Diagrams of Affinity: Sort and classify study results to determine trends
and topics that guide the formulation of the problem.
Result: A precisely stated problem statement and point of view that offer
a path for coming up with solutions.

3. Ideate Objective: Come up with a wide range of concepts and viable

fixes to deal with the specified issue.

Important Tasks:
Brainstorming: To produce a wide range of ideas, employ creative
methods like mind mapping, brainstorming sessions, and "How Might
We" queries.
Divergent Thinking: Promote flexible thinking and consider a variety of
options without judging them out of the blue.
Idea Selection: Sort and rank ideas according to factors such user
demands and the problem statement, as well as practicality and
desirability.
Concept Development and Sketching: Create preliminary sketches or
concepts to see ideas through to their full potential.
Result: An assortment of concepts and ideas that can be further refined
into working prototypes.

4. Prototype Goal: Make concrete versions of concepts to test their

viability and get input.

Important Tasks:
Low-fidelity prototypes: Create basic, low-cost prototypes using paper
models, pencil drawings, or mock-ups. These prototypes are meant to test
fundamental ideas and get preliminary comments.
High-fidelity Prototypes: If required, produce more intricate and useful
prototypes, such as tangible models or interactive digital mock-ups.
Iteration: Improve prototypes in response to comments and observations.
Before final development, this iterative method helps to identify concerns
and improve the design.
Result: Physical prototypes of concepts that can be tried out on real
people to get input and confirm ideas.
5. Test Objective: Test prototypes with people to get their opinions and
ideas. Then, improve the solutions in response to their comments.

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Important Tasks:
User testing involves gathering feedback on the usability, functionality,
and general experience of prototypes by holding sessions with actual
users and seeing them engage with them.
Analyze comments to find trends, advantages, and areas in need of
development.
Iteration and Refinement: Based on test findings and user feedback,
make the necessary changes to prototypes. To further define the problem
or investigate fresh concepts, this may entail going back and reviewing
previous iterations of the procedure.

Result: User-centered prototypes that have been improved and validated

to enhance the overall solution.
Nature of the Process as Iterative:
The approach of Design Thinking is flexible and iterative rather
than completely linear. Teams frequently switch between phases as new
information becomes available. As an illustration:

Empathize and Define: If new knowledge has an impact on the problem

description, you may need to go back and review the Empathize step.
Ideate and Prototype: After conducting prototype testing, you can go
back to Ideate to come up with fresh concepts.
Because iterative design solutions are continuously polished and
enhanced, the end result is more user-centered and effective.

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 1.3. The Importance of Human-Centered Design

A fundamental tenet of design thinking is human-centered design

(HCD), which centers the design process around the wants, needs, and
experiences of users. It guarantees that solutions are customized to satisfy
actual human requirements and offers a more efficient and compassionate
method of handling problems. Here's why it's so important to use human-
centered design:

Understanding user needs and experiences

1. Recognizing User Needs

1.1. Precise Determination of the Issue
Empathy and insight: Through direct user engagement, designers get
profound
understanding of users' wants, issues, and experiences. This aids in
precisely determining the actual issues that need to be resolved.
Avoiding Assumptions: Using HCD helps designers create solutions that
are more relevant and successful by avoiding the usage of assumptions or
preconceptions about users.
1.2 Customized Resolutions
Personalization: Products that are created with a thorough awareness of
consumer requirements are more likely to be pertinent and tailored to the
wants and preferences of the target audience.
Enhanced Usability: Goods and services that meet consumers' needs and
preferences are more pleasurable to use and easier to utilize.

2. Improving the User Interface

2.1. The Emotional Bond
Empathy: User-centered designs frequently foster a more robust
emotional bond between the product or service and its users. User loyalty
and satisfaction may increase as a result.
Positive Experience: Empathic design makes sure that users'
psychological and emotional requirements are taken into account, which
promotes more positive interactions.
2.2. Accessibility and Usability
Usability: User-centric solutions tend to be more intuitive and user-
friendly, which lowers the learning curve and minimizes the possibility of
irritation.
Accessibility: A wider audience can access solutions because human-
centered design takes into account a variety of user demands, including
those of people with disabilities.

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3. Promoting Innovation
3.1. Novel Prospects
Finding Hidden requirements: Human-Computer Dynamics (HCD)
frequently reveals opportunities and latent requirements that are not
always immediately apparent, inspiring creative solutions to unmet or
emerging demands.
Innovative Solutions: By concentrating on actual user problems,
designers can investigate novel and inventive solutions that might not be
taken into account in a more traditional design methodology.
3.2. Repetitive Enhancement
Iterative testing and refining based on user feedback is a key component
of HCD, which promotes innovation and ongoing development.
Adaptive Solutions: To remain current and efficient, human-centered
solutions can be modified and improved upon as user needs change.

4. Raising the Success Ratio

4.1. Equilibrium Market
User Acceptance: Products and services that cater to the wants and
preferences of users are more likely to be adopted by the market,
increasing adoption rates and enhancing customer satisfaction.
Decreased Risk: HCD lowers the chance of expensive errors and product
failure by having consumers validate concepts through testing and
prototyping.
4.2. Advantage over Competition
Differentiation: By providing a better user experience and skillfully
meeting particular user needs, human-centered design can set a product or
service apart from rivals.
Customer Loyalty: Positive word-of-mouth and loyalty are more likely
to result from products and services that appeal to users.

5. Effect on Society
5.1. Dealing with Social Concerns
Social Innovation: To address complicated societal concerns including
enhancing public health, education, and environmental sustainability,
HCD is frequently utilized in social innovation.
Inclusive Design: HCD fosters equity and inclusion by taking into
account a variety of user viewpoints, guaranteeing that solutions are
usable and advantageous to a broad spectrum of individuals.

5.2. Design Ethics

Ethical Considerations: HCD places a strong emphasis on creating
solutions that respect the needs, rights, and welfare of users in an ethical
manner.

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Empowerment: By include users in the design process and appreciating
their feedback, human-centered design empowers users and produces
solutions that truly meet their needs.

Chapter 2: Empathize
Developing an empathize knowledge of the issue you are
attempting to address is the first step in the design thinking process. In
addition to immersing yourself in the physical environment to have a
deeper personal understanding of the issues involved, this entails
speaking with experts to learn more about the area of concern through
observation, engagement, and empathy with people to understand their
experiences and motivations.

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 2.1. Techniques for User Research

User research methods including surveys, interviews, and

observations are essential for developing a thorough grasp of users'
requirements, behaviors, and experiences during the Empathize stage of
Design Thinking. A thorough understanding of the user can be achieved
by combining the many techniques, each of which provides distinct
insights. Here's a thorough examination of these methods:

Interviews, surveys, and observations

1. Interviews
Goal: Through direct communication, obtain in-depth, qualitative
insights into users' experiences, needs, and motivations.
Important Tasks:
Prepare a list of open-ended questions that urge users to talk about
their ideas, feelings, and experiences. Pay attention to comprehending
their context, objectives, and obstacles.
Interviewing People: Hold one-on-one discussions with users.
Make sure everything is at ease to promote candid and open responses.
Make use of active listening strategies and follow up on intriguing or
surprising answers.
Analysis: For analysis, record and transcribe interviews (with
consent). Determine recurring themes, trends, and revelations that might
guide the formulation of problems and their solutions.
Top Techniques:
Create a rapport with the interviewee in order to help them feel at
ease and transparent.
Be Inquisitive and Open-Minded: Be ready to discuss unexpected
subjects during interviews and approach them with an open mind.
Avoid Leading Questions: To prevent swaying answers, pose

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questions in an impartial manner.
Sample inquiries:
"Could you describe a recent instance in which you dealt with [certain
issue]?"
"What are the main difficulties you have with [product/service]?"
"What do you think of the solutions that are currently available to you?"

2. Surveys
Goal is to gather quantifiable data from a bigger user base so that
trends and patterns may be seen.
Keep It Brief and Focused: To boost completion rates, create
surveys that are brief and targeted.
Verify the survey's validity by administering it to a small sample of
people before it is widely distributed to make sure the questions are
comprehended.
Analyze and Interpret Data: To understand findings and draw
practical conclusions, apply statistical techniques and data visualization.
Important Tasks:
Design: Make an organized survey that combines open-ended and
closed-ended (multiple choice, Likert scale) items. Make sure your
inquiries are objective and unambiguous.
Distribution: Distribute the survey to a specific audience via
email, social media, or your website, among other ways.
Analysis: Examine survey results to find statistical patterns,
correlations, and trends. To produce insights, use software and techniques
for quantitative analysis.
Sample inquiries
"How often do you use [service/product]?"
"How satisfied are you with [specific feature] on a scale of 1 to 5?"
"What enhancements in [product/service] would you like to see?"

3. Observations
Goal: Acquire firsthand knowledge of how customers engage with
goods and services in their natural settings.
Important Tasks:
Planning: Identify the facets of user behavior that you wish to
watch. Choose the observation's focus, duration, and environment.
Making Observations: Keep an eye on how customers use the
commodity or service. Make thorough notes about their behaviors, facial
expressions, and any problems they run into.
Analyze: Go over the observation notes to find trends, behaviors,
and trouble spots. To create a comprehensive picture, combine these

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insights with information gathered from surveys and interviews.
Top Techniques:
Be Non-Intrusive: Pay attention without getting in the way of the
user's normal activities. Make sure users understand the observation and
give their permission.
Make Thorough Notes: Take careful notes on observations,
including user responses and context.
Seek Out Contextual Hints Observe the context and environment in
which customers engage with the product or service; this can yield
insightful information.
Sample inquiries:
Observing user behavior on a website or application to find
problems with usability.
Observing consumers' interactions with tangible goods in a store to
learn about their buying habits.
Observing how staff members use a tool or system in the course of
their work to find inefficiencies.

2.2. Building Empathy

Developing empathy enables designers to fully comprehend and

relate to the needs, feelings, and experiences of users, making it an
essential stage in the Design Thinking process. Personas and empathy
maps are two crucial methods in this process that aid in converting
qualitative research into useful information. Here's how to apply these
strategies successfully:

Techniques like empathy maps and personas

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1. Empathy Maps Goal: By charting user’s thoughts, feelings, words,
and actions, empathy maps aim to display and synthesize user insights.
Empathy maps facilitate a multifaceted understanding of users'
experiences.

Components:

Says: What people actually say out loud during discussions or interviews.
This covers direct quotations and assertions.
Thinks: The ideas, opinions, and attitudes that users are pondering.
Although it's not always said out loud, it's implied by their actions and
facial expressions.
Does: The acts and conduct of users. This covers their interactions with
goods, services, and their surroundings.
Feels: The sentiments and emotions of users. This encompasses their
feelings regarding their encounters, difficulties, and relationships.
Important Tasks:

Make a map: Use a computer tool or draw a large empathy map on a

whiteboard. Sort it into four sections: "Says," "Thinks," "Does," and
"Feels."

Fill up the Map: Provide pertinent information for each quadrant based
on user research (interviews, observations). For "Says," use direct quotes;
for "Does," use notes from observations; and for "Thinks," and "Feels,"
use inferred ideas and feelings.
Examine and Combine: Examine any trends or revelations that the
empathy map reveals. Determine the main themes that can guide the
formulation of the problem and the solution.

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Top Techniques:
Be particular: Fill in the map with particular and in-depth data gleaned
from user research.
Work together: Include team members from several fields to guarantee a
range of viewpoints when analyzing the data.
Update Often: As new information becomes available throughout the
design process, update the empathy map.

An empathy map for the purpose of creating a new fitness app, for
instance, would show that users:

Declares: "I need a progress tracking app."

"I worry about whether I'm making real progress," the person muses.
Does: Regularly monitors their objectives and existing statistics.
Feels: Annoyed when there are no motivational features or when
navigating the software is challenging.

2. Personas : To produce realistic and in-depth personas of important

user groups, which will aid in humanizing the process and assist the
design team concentrate on the demands and actions of individual users.

Components:
Name and Demographics: An alias, age, profession, and more
demographic information.
Background: Details regarding the user's upbringing, background, and
way of life.
Objectives and Requirements: How come?
Goals and Needs: The user's main needs, driving forces, and desired
outcomes.
Challenges and Pain Points: The issues or barriers that the user
encounters and which the design needs to take into account.
Key phrases from user research and regular actions that highlight the
persona's experience are included in the quotes and behaviors section.

Important Tasks:
Create Personas: Utilize user research data to generate comprehensive
profiles. Incorporate both quantitative data (such as demographics) and
qualitative insights (such as motivations and attitudes).
Put Personas Into Visual Form: Make visual representations of each
persona, frequently with a name, photo, and essential traits. As a result,
the identities are easier to relate to and remember.
Utilize Personas: Throughout the design process, make use of personas

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to make sure that decisions about design are in line with the requirements
and preferences of the intended user base.

Top Techniques:
Build Personas on Real Data: Rather than relying on conjecture or
preconceptions, base your personas on real user research.
Maintain Persona Updating: As new information and understandings
become available, update personas.
Make Several Personas: To account for a variety of demands and
viewpoints, create personas for various user segments.
An example of a persona for a project involving the creation of a new tool
for house organization would be as follows:

Sarah Thompson is her name.

34 years old
Working as a Marketing Manager

Background: A busy professional with a young family who finds it

difficult to remember appointments and domestic chores.

Objectives and Requirements: Requires an effective method for

scheduling family time and arranging domestic chores.

Difficulties and Pain Points: Needs a straightforward, user-friendly

solution that works with her current calendar since she feels
overburdened by the mess and disarray.
Quote: "I simply want to find a way to maintain organization without
devoting excessive time to it," the speaker said.

2.3. Understanding Stakeholders

Identifying and Analyzing Different User Groups:

In the Design Thinking process, understanding stakeholders—

particularly identifying and analyzing different user groups—is essential
for creating solutions that effectively address the needs of all relevant
parties. Stakeholders can include users, customers, clients, partners, and
anyone affected by or involved in the design process.

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Here's a guide on how to identify and analyze these different user groups:

1. Putting Stakeholders in Order

The aim of this project is to identify and classify every person or

group that is involved in or impacted by it.
Actions:
1. Draw an Ecosystem Map:
Determine Who the Direct Users Are: People who use the product or
service directly. Usually, the main people who will gain from the solution
are these ones.
Determine Indirect Users: People who are affected by the good or
service but are not direct users. Friends, family, and other secondary users
are included in this.
Determine the Influencers: Individuals or groups, such as media,
opinion leaders, and industry experts, that have an impact on the choices
or experiences of users.
Determine the Decision-Makers: Stakeholders like CEOs, purchasing
managers, and clients who are able to decide on the product or service.
Determine Support Staff: Those who assist users, such as customer
service agents, instructors, or maintenance workers.

Develop maps of stakeholders:

Visual Mapping: To see the connections between various stakeholder

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groups, use tools such as stakeholder maps or diagrams. This facilitates
comprehension of their influences and interconnections.
Sort stakeholders into groups according to their degree of involvement,
impact, or interest. Matrix analysis or other categorization frameworks
can be used for this.

Interviewing Stakeholders:
Obtain Insights: Talk with important stakeholders to learn about their
viewpoints, requirements, and expectations. This aids in determining their
significance and function within the project.
For instance, in the effort to create a brand-new instructional
app:
Students who will utilize the software for education are the direct
users.
Parents who will keep an eye on their child's development are
indirect users.
Teachers who suggest educational resources are influencers.
Administrators at schools make the decisions on whether or not to
deploy apps.
Support Staff: Help is provided by technical support teams.

2. Examining Parties Involved

The aim of this study is to evaluate the requirements, preferences,
and impact of various stakeholder groups, with the goal of incorporating
their viewpoints into the design phase.

Actions:
Gather and Examine Data:
Conduct Surveys and Interviews: To learn more about the needs,
difficulties, and expectations of stakeholders, conduct surveys,
interviews, and other techniques.
Examine Needs and Problems: Determine recurring themes and
problems among various stakeholders. Examine where their requirements
and pain points coincide and differ.
Create profiles of the stakeholders:
Make extensive Profiles: Make extensive profiles of the needs,
objectives, expectations, and difficulties of the major stakeholder groups.
This aids in comprehending their unique needs and the ways in which
people engage with the good or service.

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3. Set Stakeholder Priorities:

Sort stakeholders according to importance and influence so that

you can concentrate on those who are most important to the project's
success.
4. Chart Stakeholder Connections:

Profile: For students to interact with the material, gamification and

interactive elements may be necessary. Parents could require options for
reporting and tracking progress. Tools for task assignment and review
may be needed by teachers.
Matrix: While school officials may have strong influence but lower daily
interest, students may have high interest but low influence.

Chapter 3: Define
Determining the problem is an essential first stage in the Design
Thinking process, as it provides guidance for coming up with workable
solutions. In this stage, the user journey map, user personas, and explicit
problem statements are created. Each of these tasks contributes to
accurately defining the issue and gaining a thorough understanding of the
user's experience.

3.1. Defining the Problem

Formulating a succinct, unambiguous problem description that

directs the design process and guarantees conformity with user
requirements and obstacles.

Crafting clear problem statements

Important Tasks:
Developing Unambiguous Problem Statements:

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Recognize the needs of the user: Examine the information obtained
during the Empathize stage to comprehend the wants, problems, and
objectives of the user.
Information Synthesis: Condense the most important discoveries into a
targeted problem statement. This statement ought to be written with the
user's viewpoint in mind and address the main problem.
Make It Usable: Make sure the problem statement is clear, actionable,
and within the project's parameters.

Top Techniques:
User-Centered: Rather than focusing on technical details, frame the
problem statement in terms of the requirements and experiences of the
user.
Remain Brief: Write a succinct and unambiguous statement that, without
going into too much detail, expresses the core of the issue.
Consult stakeholders to confirm: Test the problem statement with key
stakeholders to make sure their expectations and understanding are met.
For instance: Regarding an effort to enhance a mobile banking
application:

"Users of the mobile banking app struggle to quickly locate and

use essential features like account transfers and bill payments, which
leads to frustration and decreased app engagement," reads the problem
statement.

3.2. Creating User Personas

The goal is to create comprehensive profiles of various user
segments, which will aid in humanizing the target market and
concentrating design efforts on their unique requirements and habits.

Developing detailed profiles based on research

Important Tasks:
Creating In-Dependent Profiles from Research:
Collect Information: To create a thorough profile, combine qualitative
and quantitative information from user research (interviews,
questionnaires, and observations).
Add Crucial Components:
Name and Stats: Give a fictitious name, your age, your occupation, and
any other pertinent demographic information.
Background: Summarize the user's upbringing, way of life, and
surroundings.
Objectives and Requirements: Describe the user's objectives,

24
requirements, and desired outcomes.
Challenges and Pain Points: Identify the primary challenges and
roadblocks that the user must overcome.
Typical actions and direct quotes from user research should be included.
Put Personas Into Visual Form:

Make Profiles: To develop interesting and educational profiles, use

visual tools such as persona templates. To make them more relatable, add
images or drawings.
Distribute and Link: To make sure that design choices are in line with
user wants and preferences, use personas at every stage of the design
process.
Top Techniques:

Base on Real Data: Ascertain that personas are not based on conjecture
but rather on real user research.
Maintain Persona Updating: As new information becomes available or
user needs shift, update personas.
Employ Several Personas: Create profiles for several user groups to
cater to a variety of requirements and viewpoints.
Using the same mobile banking app as an example:

Name: Emily Carter Persona

29 years old
Employment: Marketing Expert

Background: Financially aware professional with a strong IT

background who often uses mobile apps.
Objectives and Requirements: Requires a simplified approach to safely
and effectively handle her funds.
Difficulties and Pain Points: I was annoyed by the cluttered UI of the
program and had trouble locating some functionalities.
"I don't have time to sift through menus; I need my banking app to be
quick and intuitive," the user said.

3.3. Mapping the User Journey

The aim is to conduct a comprehensive analysis and visualization

of the complete user experience, pinpointing crucial points of contact,
areas of discomfort, and prospects for enhancement.

25
Visualizing the user's experience and pain points
Important Tasks:
Bringing the User's Experience to Life:
Make a Journey Map: Construct a graphic depiction of the user's path
that reflects all of their encounters with the good or service.
Incorporate Important Stages: Draw out the main phases of the user
experience, starting with the first interaction and ending with the follow-
up after use.
Determine Touch points: Emphasize the points where the product or
service and the user engage.
Examining Problems and Possibilities:
Determine Pain Points: Highlight any places where users run into
problems, annoyances, or roadblocks. Make a note of any low points or
unhappy situations.
Identify Opportunities: Seek ways to alleviate problems so that the user
experience can be improved.

Spot Opportunities: Search for ways to enhance already-effective Touch

points or alleviate pain points in order to improve the user experience.
Top Techniques:

Utilize Real Data: The journey map should be based on real user
interactions and comments.
Be Particular and Detailed: Provide as much information as you can to
truly represent the user's experience.
Repeat and Make Improvements: As new information becomes
available or as the user experience changes, update the journey map.
For instance: Regarding the banking app on a mobile device:

Phases of the User Journey Map: Investigation > Download > On

boarding > Everyday Usage > Customer Service > Logout
Touch points include the bill payment process, dashboard, installation,
app store, and customer service chat.
Problems include a convoluted on-boarding procedure, trouble
locating the bill payment option, and a delayed response time from
customer service.
Possibilities: Streamline the on-boarding process, enhance feature search
functionality.

Chapter 4: Ideate
In Design Thinking, creativity and investigation are applied at the
Ideate stage. This stage entails coming up with a variety of concepts,

26
honing them, and assessing them to see which ones best solve the stated
issue. The following is a summary of methods for idea generation,
refinement, and evaluation:

4.1. Brainstorming Techniques

The aim is to foster creativity and teamwork in order to provide a

wide range of concepts and solutions.

Mind mapping, SCAMPER, and other creativity tools

Important Methods:

Mental Maps:
A graphic organizer that groups concepts around a main notion is
described. It facilitates the investigation of linkages and interrelationships
among various concepts.
How to Use:
In the center of a page or digital canvas, start with a main topic or
issue.
Experiment with subcategories, subideas, and related ideas.
To link and arrange ideas, use lines, images, and keywords.
Top Techniques:
In the early phases, promote independent thought and refrain from
passing judgment.
To improve comprehension and engagement, use color coding and visual
components.
SCAMPER:
This is a creative tool that asks you to consider seven distinct ways
to change an idea or product that already exists: Replace, Combine,
Adapt, Modify, Put to another use, Eliminate, and Reverse.

27
How to Apply:
Utilize every SCAMPER technique on your current concepts or
solutions to discover novel avenues for exploration.
Pose queries such as "What can I substitute?" "How do I combine
features?" “What if I adapt this idea for another use?”
Top Techniques:
Employ SCAMPER methodically to make sure every detail is
taken care of.
Keep track of the modifications and discoveries made with each method.
Mental Notes:
This approach involves having each person write down their ideas
before sharing them with the others.
How to Apply:
Give participants a time limit to jot down their thoughts using a digital
tool or on paper.
After the writing session, have a group discussion and exchange of ideas.
Top Techniques:
Make sure that everyone gets the same amount of time to contribute and
that their ideas are taken into account.
Encourage team members who are quieter or less talkative to contribute
by using this technique.

Inverted Brainstorming:

The goal is to pinpoint the sources of the issue or how to make it

worse. This will help generate original ideas for stopping or resolving the
issue.
How to Apply:
Ask a question such as "What are some ways we could exacerbate
this issue?" and gather ideas in response.
Examine these concepts to find possible fixes for the initial issue.
Top Techniques:
Make use of this method to investigate novel ideas and refute
presumptions.

4.2. Generating and Refining Ideas

The goal is to generate a wide range of concepts and hone them

into workable, creative solutions.

Techniques for effective idea generation

Important Methods:

28
Creating Ideas:
Use Divergent Thinking:

To produce a wide range of ideas without prompting criticism,

promote expansive and free-flowing thinking.
Include a Range of Viewpoints: Involve group members with varying
experiences and specialties to bring

Include Diverse Viewpoints:

Involve team members with varying experiences and specialties to
contribute a range of opinions and concepts.
Idea Improvement:
Group and Classify thoughts: To find similarities and group related
thoughts together, arrange ideas into themes or categories.
Create low-fidelity prototypes of the most promising concepts in order to
test them and get input from others.
Iterate depending on input: Make changes and modifications to
concepts in light of user input and test findings.
Top Techniques:
Promote Iteration: Be willing to make revisions and changes to
concepts in response to criticism and fresh perspectives.
Encourage a Collaborative Setting: Encourage candid discussion and
helpful critique in order to improve and hone concepts.
For the mobile banking app, for instance:
Idea Generation: Come up with concepts for features like gamified
savings objectives, faster transaction procedures, and customized
financial guidance.
Concept

Idea refinement: Develop interactive budgeting tool prototypes and seek

user input on their usability and efficacy.

4.3. Evaluating Ideas

To evaluate and rank ideas according to standards that guarantee

they efficiently satisfy project objectives and user needs.

Criteria for assessing and prioritizing ideas

Important Methods:
Standards for Assessing Concepts:
Feasibility: Evaluate the idea's viability in light of the limits, technology,
and resources at hand.
Viability: Determine if the concept can produce value over the long run
and is sustainable.

29
Desirability: Assess the idea's ability to effectively meet user wants and
handle their pain areas.
Alignment with Objectives: Determine whether the concept is in line
with the overarching aims and objectives of the project.
Techniques for Setting Priorities:

Plot ideas on a matrix according with their potential effect and the
amount of work needed to put them into practice.

Give ideas that need less work but have a greater impact priority.
Voting and Ranking: Involve team members in choosing the most
promising ideas by using techniques like dot voting or ranking.
Testing and Prototyping: To confirm the viability and efficacy of high-
priority ideas, test them with actual users.
Top Techniques:

Apply Objective Standards: To guarantee impartial and consistent

evaluation, use precise, objective standards for assessing and contrasting
concepts.
Involve the Parties: To obtain a variety of viewpoints and guarantee
alignment with user requirements and corporate objectives, involve
important stakeholders in the evaluation process.
Be Open and Honest: To ensure decision-making is clear and supported
by reasoning, record the evaluation procedure and criteria.
For the mobile banking app, for instance:
Plot features such as improved security, scalable dashboards, and
instant access to help on the impact-effort matrix to decide which should
come first.
Team members should cast votes to determine which features they
think will best serve users' needs and advance company objectives.

Chapter 5: Prototype
Prototyping, in the context of Design Thinking, is the process of
bringing concepts to life in measurable forms that can be evaluated and
improved. Prototypes are useful for gathering user feedback, exploring
various design components, and visualizing concepts. Using a variety of
tools and methodologies, prototypes are created at this phase, and
iterations are made in response to feedback. Here's a thorough how-to
manual for prototyping:

30
5.1. Building Prototypes
The goal is to produce concrete concepts that can be investigated,
tested, and improved.

Types of prototypes: low-fidelity vs. high-fidelity

Prototype Types:

Low-Resolution Models:
Description: Quick and affordable variants of a design that are
straightforward and uncomplicated to make. They are helpful for
preliminary testing and exploration.
Features:
Basic Materials: Usually constructed out of cardboard, paper, or basic
electronic equipment.
Focus: Place more of an emphasis on arrangement, usability, and
interaction than on intricate details.
As an illustration:
Sketches or cutouts that depict user interfaces or interactions are known
as paper prototypes.
Cardboard models are tangible representations of goods or areas.
Basic digital depictions of a web or app's layout are called wire frames.

Top Techniques:
Keep It Simple: Don't get mired down in details; instead, concentrate on
important features and interactions.
Encourage Feedback: Get early input on the usability and functionality of
these prototypes.
Superior Quality Prototypes:
Exquisitely rendered and refined renditions of a design that closely mimic

31
the finished item. They are employed in more sophisticated validation
and testing.

Features:
Detailed Materials: Could consist of interactive components, digital
designs, or completely working models.
Focus: Draw attention to user interactions, aesthetics, and design details.

As an illustration:
Interactive digital prototypes: Mock ups of fully functional apps or
websites made with programs like Adobe XD or Figma.
Physical Models: Detailed, working prototypes of actual goods.

Top Techniques:
Validate Design: Test and improve the interactions and elements of the
design with these prototypes.
Assure Realism: To gather precise input, make prototypes that
substantially resemble the finished product.

For instance: For an app for mobile banking:

Low-fidelity: Pen and paper sketches of the application's main features
and user interface.
High-fidelity: A digital prototype that is interactive and features realistic
images and navigational routines.

5.2. Tools and Techniques

To generate ideas for prototypes that effectively convey design
concepts and solicit feedback using a variety of tools and methods.
Important Instruments and Methods:

Sketches, wire frames, storyboards, and digital tools

Sketches:
Description: Rapidly conveying design concepts and ideas using hand-
drawn or digital drawings.
Use: Excellent for first ideation and brainstorming sessions. makes
simple layouts and interactions easier to see.
Top Techniques:
Act Swiftly and Brutally: Prioritize getting thoughts down rapidly over
fine-tuning specifics.

Talk about and share: To start conversations and get early input, use
sketches.

32
Wire frames:
Essentially simple digital blueprints that display the structure and
capabilities of a web or app interface without going into much depth
about the design.
Use: Good for summarizing important features, navigation, and structure.

Top Techniques:
Emphasis on Organization: Make sure the interface's design and flow
are depicted in detail in the wire frames.
Iterate and refine: Make updates to wire frames in response to testing
and feedback.
Storyboards:

Description: Graphical depictions that show how a customer interacts

with a good or service over time.
Use: Assists in creating a narrative representation of the user path,
context, and scenarios.
Top Techniques:
Specifics Include important interactions and touch points in your
scenarios to give a complete picture of the user experience.
Utilize in Conversation: With storyboards in hand, stakeholders and
team members can become in sync with the user journey.
Electronic Instruments:
Software tools for producing comprehensive designs and
interactive prototypes.
As an illustration:
Figma: A collaborative design tool for producing high-fidelity and
interactive prototypes.
Adobe XD: An application for creating interactive user interface
prototypes.
Sketch: A design tool used mostly for prototyping and user interfaces.
Top Techniques:
Select the Appropriate Tool: Choose tools based on the capabilities of
your team and the requirements of your prototype.
Incorporate Feedback: Prototypes can be rapidly updated and iterated
upon using digital tools in response to user feedback.

For the mobile banking app, for instance:

Scratch drawings show the primary interfaces and functionalities of the
application.
Wire frames: Using software such as Balsamiq, basic user flow and
interface layouts for applications are produced.
Storyboards: Pictures that show common user actions, including moving

33
funds or checking account balances.
Digital prototypes: Figma-created interactive app versions that display
actual user interactions and intricate design elements.

5.3. Iterating on Prototypes

To enhance and improve prototypes in light of user input and

testing outcomes.
How to refine and improve based on feedback

Important Actions:
Obtain Input:
Usability testing should be done with real users to watch how they
interact and get feedback.
Reviews by Stakeholders: Present prototypes to stakeholders in order to
gather their opinions.
Examine Comments:
Find Patterns: Examine recurring themes and problems that consumers
or stakeholders have brought up.
Set Priorities for Issues: Based on impact and practicality, decide which
of the feedback points need to be addressed the most.
Improve Prototypes:
Make Iterative Changes: Based on user feedback, update the prototype
with an eye on enhancing its design, functionality, and usability.
Test Again: Run extra testing cycles to confirm modifications and make
sure enhancements resolve the found problems.

34
Top Techniques:
Iterate Quickly: To swiftly fix problems and improve the design, make
small adjustments and test often.
Be Receptive to Feedback: Consider criticism objectively and apply it to
improve the prototype.
Record Modifications: Maintain a record of all modifications made
across iterations to comprehend how the design and choices evolved.
For the mobile banking app, for instance:
User testing: Evaluate new features of the software, such as a
streamlined transaction procedure, and get input from users.
Examine User Feedback: Some users may have complained about the
new layout. Make modifications a priority in order to increase usability
and clarity.
Refine and Retest: To make sure the changes are working, make updates
to the prototype based on user feedback and carry out more testing.

Chapter 6: Test
During the Test phase of the Design Thinking process, prototypes
are validated with actual users, input is gathered, and solutions are refined
to make sure they effectively answer user demands and address identified
problems. This stage aids in discovering usability problems, confirming
presumptions, and implementing the required changes.

6.1. Testing Prototypes

Through user testing sessions, assess the functionality, usability,
and general efficacy of prototypes.

35
Conducting user testing sessions

Important Tasks:
Organizing User Testing Sessions:
Get Test Scenarios Ready: Provide tasks and scenarios that are realistic
for the users to complete during the exam. Make sure they match the
prototype's objectives and represent real-world use scenarios.

Choose Participants: Select a user sample that is typical of the intended

audience. This guarantees that the criticism is pertinent and useful.

Top Techniques:
Establish a Comfortable Environment: Encourage candid comments
and organic interactions by putting participants at ease.
Steer clear of leading questions: Give people the freedom to engage
with the prototype and offer feedback based solely on their personal
experiences.
Test Iteratively: Run several iterations of testing with diverse user
groups to find a range of problems and insights.
In the case of a mobile banking app:
Tasks such as checking account statements, scheduling bill payments, and
transferring money across accounts are examples of test scenarios.
Participants: A cross-section of potential consumers, current users, and
tech-savvy individuals.

6.2. Gathering Feedback

To compile, examine, and evaluate user feedback in order to

comprehend their preferences, experiences, and areas of discomfort.

Techniques for collecting and analyzing feedback

Important Methods:

Techniques for Gathering Feedback:

Surveys and questions: To obtain quantitative input on particular

prototype features, use organized surveys and questions.
Interviews: To obtain qualitative insights into consumers' experiences,
needs, and suggestions, conduct in-depth interviews with them.
Observation: Track usability problems, patterns of behavior, and areas
of confusion in people as they engage with the prototype.
Metrics for Usability: Track metrics like task completion time, mistake
rates, and user satisfaction to evaluate the prototype's performance in an

36
unbiased manner.
Examining Input:
Sort Feedback: Divide comments into groups according to things like
design preferences, feature requests, and usability problems. This aids in
setting priorities and arranging insights.
Determine Trends: Search for reoccurring themes and shared problems
that are brought up by several users. This points to areas that require
focus.
Set Priorities for Issues: Analyze the implications and viability of
responding to every comment. Pay attention to high-impact problems that
have a big influence on the user experience.
Top Techniques:

Be Systematic: To guarantee consistency and thoroughness, gather and

evaluate feedback using a systematic method.
Involve the Parties: To ensure that all viewpoints are taken into account
and to align on priorities, share feedback with stakeholders.
Document Results: To help with future iterations and decision-making,
keep thorough records of all comments and analyses.

For instance: Regarding the banking app on a mobile device:

Surveys: Request feedback from users on the entire experience, feature
satisfaction, and simplicity of use.
Interviews: Talk about certain problems, such as having trouble locating
certain features or figuring out how to use the app's navigation.

6.3. Refining Solutions

Using test results and user feedback to refine and improve
prototypes in order to produce a final solution that is more user-centered
and efficient.

Iterating based on test results

Important Actions:
Iterate in Response to Test Findings:
Prioritize Improvements: In light of customer feedback, give top
priority to adjustments that resolve the most pressing problems or greatly
improve the user experience.
Make Changes: Make modifications to the prototype, such as adding
new features, enhancing design components, or resolving usability
problems.
Test Once More: To make sure that the modifications have fixed the
problems and haven't created any new ones, test the revised prototype

37
through several iterations.
Revise and Complete:
Verify Solutions: Ascertain that the improved prototype satisfies user
needs and successfully resolves the highlighted issue.

Polish Design: Based on user input and testing outcomes, make last-
minute changes to the appearance, usability, and design.
After the prototype has been approved, get ready for implementation by
creating thorough documentation and specifications for the product's
development.
Top Techniques:
Be Iterative: To answer criticism and enhance the design, keep iterating
and improving the prototype as necessary.
Test Incrementally: Prioritize testing particular features or changes in
order to assess their impact before making other modifications.
Engage Users Constantly: Engage users at every stage of the process to
guarantee that their demands are met on a consistent basis.
For the mobile banking app, for instance:
Improve the Prototype: Address problems including sluggish
transaction processing and unclear navigation. Adjust the design in light
of user input, then retest to ensure enhancements are confirmed.
Complete: Get the last one ready version of the app for development,
incorporating all validated features and enhancements..

Chapter 7: Case Studies and Applications

A useful grasp of the use of Design Thinking in actual situations
can be obtained from the Case Studies and Applications section. This
segment showcases accomplished initiatives, sector-specific
implementations, and expert perspectives to demonstrate the adaptability
and influence of Design Thinking in various domains.

7.1. Real-World Examples

The aim of this study is to examine effective Design Thinking

initiatives and comprehend the strategies employed to accomplish their
objectives.

38
Analysis of successful design thinking projects

Important Elements:
Analysis of a Case Study:
Synopsis: Give a succinct summary of the project's objectives,
difficulties, and background.
Process of Design Thinking: Describe the use of Design Thinking
principles, ranging from problem definition and empathy to ideation,
prototyping, and testing.
Results and Impact: Talk about the project's outcomes and effects,
emphasizing how it resolved the issue and helped users or stakeholders.

Important Takeaways: Identify excellent practices and lessons that can

be applied to different projects.
Achievements in Project Management:

Example 1: Shopping Cart Project by IDEO:

Overview: To increase functionality and safety, IDEO was entrusted with

revamping the shopping cart.
Design Thinking Process: They identified issues including safety and
usability, generated concepts, produced prototypes, and tested them. They
also employed empathy by seeing how shopping carts are used.
Results and Impact: The project produced creative design solutions that
tackled various user requirements as well as security concerns.
Key Takeaways: Highlighted the value of iterative development and user
observation.

Example 2: The rebranding of Airbnb

Overview: Airbnb aimed to enhance both its customer experience and

brand.
Process of Design Thinking: Through user interviews, the team
identified the main problems with the brand experience, generated fresh
ideas for branding tactics, and tested these concepts with working
prototypes.
Results and Impact: A more unified brand identity and improved user
connection were the results of the rebranding.
Important Takeaways: demonstrated how user engagement and brand
strategy can be improved by design thinking.
Comprehensive Project Evaluation:

39
Study Methods: Examine each case study by dissecting the steps taken
in the Design Thinking process and the particular techniques employed.
Assessing Success Factors Determine the factors that made the project
successful, such as cross-disciplinary cooperation, iterative testing, and
user interaction.

Top Techniques:

Demonstrate Diverse Applications: To demonstrate the adaptability of

Design Thinking, provide a selection of projects from other industries.
Give Specific Examples: Provide thorough examples that illustrate the
successful application of Design Thinking ideas.

7.2. Industry-Specific Applications

Study is to investigate the application of Design Thinking across

several domains and assess its significance and applicability in diverse
businesses.
Exploring how design thinking is applied in various fields
Important Domains:
Medical Care:
Application: Hospital processes are streamlined, new medical gadgets
are developed, and patient care is enhanced through the use of design
thinking.
For instance: Redesigning the hospital patient experience to increase
efficiency and comfort through the use of patient-centered care
procedures and the creation of more user-friendly medical equipment

Learning:
Application: Used to improve instructional strategies, design
stimulating classrooms, and produce learning materials.
As an illustration, consider the creation of interactive learning
environments that accommodate various learning preferences and
requirements while enhancing student participation and academic results.
Money:

Application: Applied to enhance customer support, expedite banking

procedures, and provide user-friendly financial solutions.
An illustration would be the creation of mobile banking applications with
features that are tailored to the needs and behaviors of the user and that
make managing finances easier.

40
Application: Design Thinking facilitates the development of inventive
tech products, the creation of user-friendly user interfaces, and the
resolution of challenging technological problems.
As an illustration, consider developing software interfaces that are easy to
use and increase user pleasure and productivity.
Shop:

Application: Applied to boost customer service, optimize product

positioning and store layouts, and improve the shopping experience.
As an illustration, consider how retail environments may be redesigned
with interactive displays and individualized shopping help to make for
more efficient and enjoyable shopping experiences.

Top Techniques:
Emphasize Diverse Examples: To demonstrate how Design Thinking
can be adapted to diverse contexts, include examples from a range of
industries.
Impact: Draw attention to the observable advantages and advancements
brought about by the use of Design Thinking in each sector.

7.3. Guest Speakers/Workshops

Through workshops and guest lectures, get knowledge from

business experts in the field and enhance comprehension of Design
Thinking with practical applications.

Insights from industry professionals

Important Tasks:
Invited Speakers:
Invitations: Send out invitations to experts in design, innovation, and
thought leadership who have successfully implemented Design Thinking
in their work.
Topics: Ask them to present case studies, talk about their experiences,
and offer tips on how to use Design Thinking successfully.
Q&A sessions should be incorporated into interactive sessions so that
attendees may interact with the speakers and get more in-depth
information.

Workshops:
Practical Application: Lead masterclasses in which participants, under
the guidance of professionals, utilize Design Thinking concepts to solve
actual issues.
Collaborative Activities: To provide students real-world experience,

41
including interactive exercises like user testing simulations,
brainstorming sessions, and prototype assignments.
Commentary and Introspection: Invite attendees to consider

42
 Mural
Training Material

1
 TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION ............................................................. 3
CHAPTER 2: GETTING STARTED ....................................................... 3
 CREATING AN ACCOUNT........................................................... 3
 NAVIGATING THE DASHBOARD ................................................. 5
CHAPTER 3: CREATING AND MANAGING MURALS ......................... 6
 STARTING A NEW MURAL ...................................................... 6
 USING TEMPLATES ................................................................... 7
 ORGANIZING AND STRUCTURING .............................................. 8
CHAPTER 4: COLLABORATING IN MURAL ...................................... 8
 INVITING AND MANAGING COLLABORATORS............................. 8
 REAL-TIME COLLABORATION ................................................... 9
 COMMENTING AND FEEDBACK.................................................. 9
CHAPTER 5: USING MURAL FEATURES ........................................... 9
 STICKY NOTES ......................................................................... 9
 SHAPES AND CONNECTORS ....................................................... 10
 IMAGES AND FILES ................................................................... 10
 FRAMES AND PAGES ................................................................. 11
 VOTING AND PRIORITIZATION ................................................... 11
 MIND MAP ............................................................................... 12
CHAPTER 6: ADVANCED TECHNIQUES .............................................. 12
CUSTOM TEMPLATES.......................................................................... 12
INTEGRATIONS ................................................................................... 13
SHORTCUTS AND TIPS......................................................................... 13
CHAPTER 7: TROUBLESHOOTING AND SUPPORT ............................... 14
 COMMON ISSUES ...................................................................... 14
 GETTING HELP ......................................................................... 14
 CONTACT SUPPORT .................................................................. 14
CHAPTER 8: BEST PRACTICES........................................................... 14
 EFFECTIVE COLLABORATION .................................................... 14
 ORGANIZING YOUR MURAL ................................................... 14
 SECURITY AND PRIVACY .......................................................... 14
CHAPTER 9: EXPERIMENT................................................................. 15
 INTERVIEWING ......................................................................... 15
 STORY BOARDING .................................................................... 17
 USER RESEARCH ...................................................................... 18
 EMPATHY MAP ........................................................................ 21

2
 Chapter 1: Introduction
MURAL is a real-time digital workspace that facilitates visual
collaboration and helps teams plan, organize, and collaborate. With the help
of sticky notes, shapes, photos, and other tools, users may collaborate on
shared digital whiteboards that they can build.

Chapter 2: Getting Started

Creating an Account
1. Go to the MURAL website here.
2. Visit the MURAL website.
Register: Choose "Sign Up" and an account creation method (email,
Google, Microsoft).

Check your email: If necessary, please confirm your email address.

3
3. Enter the Password

4. Give the workspace name as your wish

4
5. Give the Team and Role as Design and Designer.

Navigating the Dashboard

6. Home Screen: You will view your MURAL dashboard with your current
MURALs, templates, and workspace after logging in.

7. Make a Fresh Mural: Either select the "New MURAL" option from the
dashboard or click the "Create a MURAL" button.

5
8. Examine the Sidebar: Use the sidebar to view recently published
MURALs, templates, and integrations.

Chapter 3: Creating and Managing MURALs

Starting a New MURAL
9. Select a Template: Choose one of the many templates available, or begin
with a blank canvas.

10. Give Your Mural a Name: Give your MURAL a title so that people can
quickly recognize it.

11. Establish the Base Structure: Use shapes, frames, or sticky notes to give
your MURAL organization.

6
Using Templates
12. Browse Templates: To locate pre-made MURALs for typical tasks, use
the template library.

13. Customize Templates: Edit text, add items, or change color schemes to
make templates unique to your needs.

7
Organizing and Structuring
14. Employ Frames: Make frames to arrange the various parts of your
MURAL.
15. Add Pages: You can include more than one page in a single MURAL for
larger projects.

Chapter 4: Collaborating in MURAL

Inviting and Managing Collaborators
16. Invite your teammates: To send an email invitation to colleagues or share
a link, click the "Share" button.

17. Assign Rights: Select between edit and view-only access for various
users.

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Real-Time Collaboration
18. Editing concurrently: Team members can simultaneously work on the
MURAL, receiving real-time updates.
19. Cursor Presence: Follow the cursors of other users to see where they are
working on the MURAL.

Commenting and Feedback

20. Include a comment To provide comments or notes on certain sections of
the MURAL, use the comment feature.
21. Collaborators with tags: Make direct notice to team members by
mentioning them in comments.

Chapter 5: Using MURAL Features

Sticky Notes
Make Sticky Notes: To add notes, click the sticky note icon. Change the
content, size, and color.
Arrange Notes: Drag and drop can be used to organize and group sticky
notes.

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Shapes and Connectors
Draw Shapes: To add rectangles, circles, and other shapes, use the shapes
tool.
Connect Elements: To illustrate relationships between shapes and sounds, use
connectors.

Images and Files

Upload Files: You may add documents and photos by dragging and
dropping files or by using the upload button.
Add Pictures: You can add pictures from the internet or your PC.

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Frames and Pages

Add Frames: To divide off different areas of your mural, use frames.
Make Pages: Add and browse across several pages inside the MURAL for
large-scale projects.

Voting and Prioritization

Create a voting mechanism and use it to provide team members a chance to
cast votes for concepts or alternatives.
Set Priorities: Examine the vote results to ascertain which ideas are more
crucial or well-liked.

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Mind Map
Creating a mind map in Mural can help you visually organize and
connect ideas, making it a powerful tool for brainstorming, planning, and
problem-solving

Chapter 6: Advanced Techniques

Custom Templates
Particular Templates
Make Templates: Create and store original templates for one-time use or
special purposes.

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Distribute Templates: Give your group or the MURAL community access
to your personalized templates.

Integrations
Connect Apps: Combine MURAL with programs such as Microsoft Teams,
Trello, or Slack.
Sync Data: To improve workflow and synchronize data, use integrations.

Shortcuts and Tips

Learn keyboard shortcuts for frequently used operations (such as
Ctrl+Z for undo).
Some Efficiency Advice: To increase productivity, make use of
functions like layer management, zooming, and alignment tools.

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 Chapter 7: Troubleshooting and Support
Common Issues
Issues with Login: Check for any account problems and confirm your login
information.
Performance problems: Try refreshing the page and making sure your
internet connection is steady.

Getting Help
Help Center: For articles and instructions, go to the MURAL Help Center.
Community Forum: Ask questions and receive answers from the MURAL
community.

Contact Support
Create a Ticket: To submit a request for help, use the support portal.
Live Chat: For quick assistance with technical problems, use the live chat
feature.

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 Example Experiment
Interviewing
1. Outline the Objectives of the Experiment
 Aim: Clearly articulate your aspirations for the interviewing experiment.
For instance, are you assessing new interview inquiries, analyzing in
terviewing methodologies, or gaining insight into a specific user pr
ofile?
 Scope: Clarify the extent of the experiment, encompassing number of int
erviews, participant types, and primary focus areas.

2. Organize Your Mural Board

 Initiate a New Board: Begin a fresh board in Mural for your experiment.
 Incorporate Frames: Employ frames to delineate sections for various com
ponents of your experiment. Recommended frames include:
 Introduction: Summary and intention of the experiment.
 Interview Questions: Compilation of questions to be posed.
 Participant Information: Details about the interviewees.
 Interview Sessions: Area for notes from each interview.
 Analysis and Insights: Space for consolidating discoveries and
conclusions

3. Formulate Interview Questions

Design a Questions Frame: Use sticky notes or text boxes to enumerate your
interview questions. Structure them according to categories or themes if nec
essary (background details, specific difficulties, feedback on designs).
Review and Enhance: Ensure your questions are straightforward, pertinent,
and aligned with your experiment objectives.

4. Get Ready for Interviews

Identify Participants: Choose and invite interview participants. These may in
clude team members, stakeholders, or target users.
Schedule Interviews: Set times for the interviews and gather any required ma
terials.

5. Execute Interviews
Record Responses: During each interview, utilize the Mural board to docum
ent responses in the corresponding section (e.g., generate a new sticky note f
or each significant point or quote).
Utilize Mural’s Collaborative Tools: If multiple individuals are involved, col
laborate in real time, or leverage Mural’s commenting feature to capture addi
tional notes and observations.

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6. Examine Data
Structure Response: Employ frames, sticky notes to classify and arrange
responses according to themes or subjects.
Identify Trends: Look for recurring themes, patterns, or insights across inter
views. Use affinity diagrams or mind maps to visualize connections
between various pieces of information.
Summarize Findings: Formulate a summary of key discoveries and insights
in the “Analysis and Insights” frame.

7. Share and Review

Share the Mural Board: Grant access to stakeholders or team members for as
sessment. Utilize Mural’s sharing capabilities to enable others to view or mo
dify the board.
Gather Feedback: Request feedback on the findings and the interview proces
s from your team or stakeholders.

8. Reflect and Improve

Evaluate the Process: Contemplate what functioned well and what could be b
etter in both the interview questions and the procedure.
Modify Questions or Techniques: Based on feedback and findings, modify y
our interview questions or techniques for future rounds.

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Story Boarding
1. Establish the Aim of Your Storyboard
Goal: Articulate precisely what you aim to accomplish with the story
board. This could be for outlining a user journey, charting a project timeline,
or conceptualizing a narrative.
Extent: Define the extent of your storyboard, including the number of scenes
or stages and the degree of detail required

2. Set Up Your Mural Board

Create a New Board: Launch Mural and initiate a new board dedicated to
your story boarding venture.
Add Frames: Utilize frames to carve out sections for different elements of
your story board. Recommended frames include:
Storyboard Overview: A broad perspective of the storyboard’s goals and
framework.
Scenes/Steps: Distinct sections for each scene or phase in your storyboard.
Details and Notes: An area for extra details, notes, or observations related to
each scene.

3. Design Your Storyboard Arrangement

Create Scene/Step Templates: Employ sticky notes, text boxes, or shapes to d
evise templates for every scene or step. You can opt for a grid layout or a seq
uential flow, depending on what you favor.
Label Sections: Clearly tag each scene or step. You might use numbers, head
ings, or brief explanations to track the order.

4. Populate Your Storyboard

Add Content: Fill each scene or step with pertinent information. This may
encompass:
Text Descriptions: Briefly outline what transpires in each scene or step.
Visual Elements: Incorporate images, sketches, or symbols to illustrate key a
spects.
Interactions and Details: Feature any interactions or significant details that be
long to each scene or phase.
Sequence and Flow: Organize the scenes or steps in the proper order. Ensure
that the transition from one scene to the next is sensible and distinct.

5. Collaborate and Refine

Share the Board: Invite team members or stakeholders to contribute to the sto
ryboard. Mural’s collaborative functionalities allow multiple individuals to vi
ew, modify, and comment on the board simultaneously.

17
Gather Feedback: Utilize Mural’s commenting and voting tools to collect fee
dback and make necessary modifications.

6. Analyze and Iterate

Review the Storyboard: Examine the storyboard to verify it aligns with your
objective. Look for any voids, inconsistencies, or areas that need
enhancement.
Make Iterations: Based on feedback and evaluation, implement any requisite
adjustments to the storyboard. Revise scenes, incorporate details, or
rearrange steps as necessary

7. Present and Utilize

Present to Stakeholders: Leverage the storyboard to showcase your ideas,
plans, or narratives to stakeholders. Mural’s presentation mode can assist in
emphasizing key points and fostering discussions.
Utilize for Planning: Use the storyboard as a roadmap for project planning,
development, or implementation.

User Research Experiment

1. Articulate the Research Aims
Aim: Clearly articulate the goals you wish to fulfill through your user rese
arch. This may encompass grasping user requirements, assessing user experie
nces, or trialing new features.
Range: Identify the extent of your research, specifying the target user demogr

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aphic, research methodologies (e.g., interviews, questionnaires, usability
evaluations), and central research queries.
2. Establish Your Mural Board
Initiate a New Board: Set up a fresh board in Mural specifically for
your user research endeavor.
Incorporate Frames: Utilize frames to structure various sections of your
research. Recommended frames include:
Research Aims: Summary of objectives and range.
Research Approaches: Specifics on the techniques and tools employed.
Participant Details: Data about the participants, including characteristics and
backgrounds.
Data Acquisition: Area for documenting data from interviews, questionnaires
, or alternative methods.
Evaluation and Interpretations: Segment for interpreting data and
consolidating findings.

3. Formulate Your Research Approaches

Select Approaches: Decide on the research methodologies you will
utilize, such as interviews, questionnaires, or usability evaluations. Clarify
how data will be collected and the tools to be used.
Prepare Inquiries: Compose the questions or activities that will steer your
research. Ensure they are concise and in line with your research aims.

4. Execute the Research

Recruit Subjects: Locate and enlist participants who correspond to
your target user persona.
Gather Data: Execute interviews, distribute questionnaires, or carry out
usability evaluations. Leverage Mural to jot down notes, quotes, and
observations during the process.
Interviews: Generate sticky notes for each participant’s feedback and
categorize them by theme or topic.
Surveys: Condense survey results in Mural, using sticky notes or text boxes
to highlight essential findings.
Usability Testing: Record observations, issues, and opinions during usability
evaluations.

5. Examine the Data

Structure Data: Use Mural’s frames and sticky notes to categorize data
by themes, trends, or user requirements.
Develop Affinity Diagrams: Arrange and group related data to uncover
patterns and insights. Utilize Mural’s affinity diagram tool to visually cluster
similar information.

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Outline Discoveries: Formulate a summary of main insights, trends, and user
needs based on the assessed data. Utilize text boxes or sticky notes in the
“Evaluation and Interpretations” section.

6. Disseminate and Collaborate

Share the Mural Board: Invite team members or stakeholders to observe,
collaborate on the Mural board.
Gather Feedback: Utilize Mural’s commenting and voting capabilities to
collect feedback and make modifications to the analysis or findings.

7. Contemplate and Revise

Review the Research: Evaluate the efficiency of your research
methodologies and the pertinence of your findings.
Implement Modifications: Enhance your research strategy or inquiries based
on feedback and insights. Plan any further research if necessary.

8. Showcase Findings
Develop a Presentation: Use Mural’s presentation mode to create a visual
and interactive showcase of your research findings.
Emphasize Key Insights: Spotlight the most significant insights and
recommendations. Incorporate visual elements like charts, graphs, and
affinity diagrams to enrich the presentation.

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Empathy map Experiment
1. Clarify the Aim and Boundaries
Goal:Establish the intention of your empathy map. It's generally utilized to
gain insights into a particular user persona or customer group.
Scope: Determine the exact user or client you are targeting. Accumulate
information from user research, interviews, or polls that will shape your
empathy map.

2. Configure Your Mural Board

Initiate a New Board: Launch Mural and create a fresh board for your
empathy map.
Insert a Frame: Utilize Mural’s framing tool to carve out a specific area for
the empathy map within your board.

3. Formulate the Empathy Map Design

Sketch the Empathy Map Sections: Split your frame into six parts. Generally,
these encompass:
Expresses: What the user articulates during interviews or conversations.
Contemplates: What the user reflects upon, including their thoughts and
convictions.
Experiences: The user’s emotional conditions and feelings related to their
encounters.
Acts: The user’s conduct, actions, and engagements.
Challenges: The difficulties, irritations, and barriers the user confronts.
Benefits: The gains, desires, and necessities the user aims to fulfill.
Label Sections: Clearly tag each section to maintain the organization and
clarity of the map.

4. Fill in the Empathy Map

Incorporate User Insights: Use sticky notes or text boxes to add insights into
each section based on your findings:
Expresses: Include verbatim quotes or rephrased statements from the user.
Contemplates: Record the user’s thoughts, beliefs, or cognitive frameworks.
Experiences: Document the emotions and feelings articulated by the user.
Acts: Note observable actions or patterns of behavior.
Challenges: Catalog the user’s frustrations, issues, and pain points.
Benefits: Pinpoint the user’s objectives, desires, and ambitions.

5. Evaluate and Integrate

Spot Trends: Identify recurring themes or trends across the sections. Employ
Mural’s tools to cluster similar concepts and underscore key discoveries.
Emphasize Insights: Summarize the crucial insights derived from the

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empathy map. Reflect on how these findings influence your design or
business choices.

6. Collaborate and Enhance

Share the Board: Invite colleagues or stakeholders to examine and contribute
to the empathy map. Utilize Mural’s collaborative features to foster
discussion.
Collect Feedback: Use comments and voting to acquire input and make
necessary modifications.

7. Leverage the Empathy Map

Guide Design: Implement insights from the empathy map to steer design
choices, user experience enhancements, or product development.
Refine Personas: Utilize the empathy map to hone or create user personas
that embody your target demographic.
Establish Actionable Strategies: Convert the findings from the empathy map
into practical strategies and solutions that cater to user needs and obstacles.

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