2. What is design Thinking?
Redefining Problems- is an attempt to find
better solutions.
Creating new and innovative ideas and
solving problem.
Human centered approach
Solution based approach
7. Customer Journey Mapping
An interview based sticky note technique for
mapping the process that someone is going
through.
Before
During
After
8. Steps in CJM
1. Identify the persona-Age, Geography, their
experience
2. Write the major steps of customers
experience
3. Use one sticky note per step
4. Arrange the note in chronological order
5. Interview real customer
6. Correct the procedure based on new
insights
7. Mark the notes with emotions
9.
10.
11.
12. Step-2 Analyze
Analyze the problem to find the root cause
Tools
Multi Why Analysis
Conflict of Interest
13. Multi Why Analysis
Get to the bottom of the problem
Now the root cause of the problem
To know what exact problem to be solved
14. Example
Student comes late to Class- Why?
He woke up late- Why?
He went to bed late- Why?
Too many deadlines- Why?
To many course enrolled.
15.
16. Example
Student get distracted- Why?
Fast Teaching- Why?
Lot of Syllabus- Why?
Government Syllabus
17. Conflict of Interest
Analyzing the conflict of interest between the
parties…
The conflict of interest is one you have to
solve.
22. Step-3 Solve
Alchuler –Problem solving is an formula or
Algorithm
ARIZ-Algorithm for inventive problem solving
40 Principles
Guides you in thinking to solve the problem
Solve the conflict of interest.
23. Example
The other way round- Invert the action to
solve the problem
Flip Class
Students Seminar
Online Class
24. Step-4 Test
Test the solution in actual environment before
implementation.
Build a prototype to test with customer
Take your prototype to the customer and note
how react to it
Get the feedback
Iterative process – Back to square 1