Design Thinking and Analysis

In: Computers and Technology

Submitted By dipaksingh
Words 593
Pages 3
Session 3

Design Thinking & Innovation

Observing Deeply

Presented by Professor Srikant Datar Professor Partha Sarathi Roy

Situation 1 | Apply AEIOU

Exercise 1 | Apply AEIOU

1.Apply AEIOU to this situation. What are some of your key observations? 2.As you look and observe, what insight does it give you? 3. Given that insight, does it generate any opportunities in your mind?

Situation 2 | Apply AEIOU

Exercise 2 | Apply AEIOU

1. Apply AEIOU to this situation. What are some of your key observations?

2. Assuming the situations to happen in sequence, do any similarities emerge in both contexts? Can we come up with an opportunity area?

Journey Map
A graphic tool used to organize detailed information about an individual’s steps through a process. It is a useful learning device that can be applied to any context.

Journey Map

Source: HCD Toolkit 2ed.

Tested the concept at one subway stop. Waiting transformed into shopping.

Assume a beginner’s mindset. Check assumptions. “Observe” with all five senses. Document the looking. Be patient.

Situation 3 | ASK
You are a manager of a moving company. Over the past month customers have written to you to complain about the quality of their moving experience with your company.

What would you do?

Situation 3 | ASK

Why did this happen? What would you do differently?

"Our crew! They handled a complicated interstate move with professionalism and good humor. Everything arrived safely and in good shape. …I've been so impressed with the training and communication skills of the crew.”

"I was most impressed by the precision of my team [and their] hard work, all of it done with wit and good cheer. After 42 years in one place, I anticipated the move with terror but, once underway, my team made me feel so safe.”

Moving Company | Customer Journey Map

If your…...

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