Course Description

Apply human-centered techniques to solve problems in a creative and innovative way

"POWER UP YOUR CAREER" ONLINE SEMINAR SERIES—free with course registration

User Experience (UX) touches everything. People embrace solutions that reduce their friction of achieving their desired goals. In this training, you will learn how to gauge existing experiences via Customer Immersion, Journey and Empathy Maps, and Behavioral Economics in order to understand real challenges and create solutions together with the people they are meant for.


Design Thinking is an iterative process in which we seek to understand the user, challenge assumptions and redefine problems in an attempt to identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding. At the same time, Design Thinking provides a solution-based approach to solving problems by embracing creativity techniques, customer co-creation, and experimental design. It is a way of thinking and working as well as a collection of hands-on methods.

Immerse yourself in the value of Design Thinking with this two-day workshop that covers the framework, the mindsets, and our proven techniques you can use to achieve superior solutions to the problems of your business. Gain hands-on experience with the tools and templates via a real Design Thinking challenge that focuses on a common user experience problem. This training is meant for aspired Design Thinkers, existing practitioners, and executives seeking to learn how to incorporate Design and Human-Centricity into company strategy in order to no longer miss out on becoming one of the customer and employees' most desired company/solution/product/brand.


This workshop has been approved by Project Management Institute (PMI®) for 14 PDUs. The PDUs will be allocated in the following categories

  • 7 PDUs for Strategic and Business Management
  • 3.5 PDUs for Leadership
  • 3.5 PDUs for Technical Project Management

Course Outline

  • Learn from expert practitioners
  • Design thinking framework
  • Methodology
  • Tools and techniques
  • Templates
  • Exercises and practice
  • Customer experience/Design thinking case studies
  • Next Steps to Successfully Leverage Design Thinking in Your Organization

Day 1 Program Outline

  • Introduction
  • Warm-up/Stoking
  • Design Thinking Definition & IDEO Framework
  • Design Thinking Stages Overview
  • Wicked Problems, Needs vs. Solutions
  • Traditional vs. DT approach, why is DT becoming so popular now?
  • Design Thinking, a Framework for Innovation
  • Design Thinking and Agility
  • Designing and Thinking Exercise
  • Design Principles, Design Thinking Mindset
  • Stage 1: Research and Observation
  • Design Brief
  • Stage 1 Tools: Quantitative Methods: Surveys, Statistics
  • Stage 1 Tools: Qualitative Methods - User Interviews, 5Whys, Immersion, Analogous Empathy
  • Stage 1 Tools: Persona Definition, Extreme Users, Job to Be Done (JTBD)
  • Stage 1 Tools: Journey and Empathy Maps / Customer Experience
  • Stage 1 Tools: Value Chain Analysis
  • Day 1 Summary


Day 2 Program Outline

  • Day 1 Recap
  • Warm-up
  • Case Study 1: Product Development / Enhancing Customer Experience
  • Stage 2: Unpacking, Sensemaking, and Insights
  • Stage 2 Tools: Context Maps, Mind Maps, Key Assumptions
  • Stage 2 Tools: Point of View, Challenge ('How might we...') and Design Brief
  • Stage 3: Ideation and Selection
  • Stage 3 Tools: Creativity Frameworks - You are the Product, Reversal/Revolution, Random Stimuli, Related Areas, SCAMPER, Affinity Maps, 6-3-5 Brainwriting
  • Stage 4: (user driven) Prototyping
  • Stage 4 Tools: Storyboards, 3D Mockups, PoV Poster, PoV Add, Wizard-of-Oz
  • Stage 5: User Feedback & Improving the User Experience
  • Stage 5 Tools: Feedback Capture Grid, I Like, I Wish, What If (IL/IW/WI)
  • Business Model Canvas and Value Proposition Canvas
  • Design Thinking, Systems Thinking, and Lean Startup
  • Case Study 2: Process Redesign
  • Day 2 Summary
  • Next Steps for Innovation and Disruption in Your Organization


Who should consider this program?

  • Executives
  • Project managers
  • Business analysts
  • Customer experience leaders
  • IT and solution designers
  • Operational excellence and Lean Six Sigma personnel
  • Change managers
  • Innovators
  • Marketing managers
  • Sales managers
  • Business managers

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