Learning Materials

Participants to the Design Thinking Foundation workshop will receive the following materials:

• 2 Days of instructor-led training and exercise facilitation
• Learner Manual (excellent post-class reference)
• Participation in unique exercises designed to apply concepts
• Sample documents, templates, tools and techniques
• Access to additional value-added resources and communities

Detailed Course Outline

Module 1: Introduction to Design Thinking

• The two different schools of thought in Design Thinking
• The eight core abilities of Design Thinking
• The definition of Design Thinking
• How Design Thinking relates to service automation
• How Design Thinking is different from other problem-solving approaches
• Common approaches in the design of innovative services

Module 2: Business Objectives of Design Thinking

• The brief history of Design Thinking and its main developments from the 1960s to the 2010s
• Design Thinking as a capability in organizations
• Design Thinking as a process in organizations
• Different ways and methodologies in which Design Thinking can be applied in a business context
• Successful case studies that use Design Thinking Principles

Module 3: RPA Processes Design

• The catalogue of RPA Processes
• Determining which processes are suitable for RPA
• Process visualization techniques and best practices
• Different types of workflows (sequences, flowcharts, and transactional business processes.

Module 4: Empathize – The Heart of Design

• The three goals of the Emphasise Phase
• The key methods in the Emphasise Phase
• Interviewing and engagement techniques
• The four different probing techniques
• Common Interview tips and mistakes
• Sampling techniques to recruit users
• The difference between taking notes versus quotes

Module 5: Define – Reframe the Problem

• The Define mode and how it is used in the Design Thinking process
• Categorizations of the download wall – show, tell and capture
• Addressing users groups, commonalities, pain points and new questions
• Building insights from observations
• The Development of a Point of View
• Capturing the hearts and minds of the people you meet
• The definition of insights
• Key elements of the Points of View framework
• Making user needs narrower or broader with the abstraction ladder
• How opportunities are different and inspiring

Module 6: Idea – Beyond the Basic Brainstorms

• The Ideate mode and how it is used in the Design Thinking process
• Different brainstorming prompts
• Fundamental brainstorming rules
• How to set up a successful brainstorm
• The creation of an inspiration sheet
• The selection of brainstorming ideas
• Imposing constraints to increase creative potential

Module 7: Prototype – Get Smarter, Faster

• The purpose and goals of prototyping
• Reasons why we prototype for empathy
• Different prototyping techniques
• Different ways (sketch, play, simulate) to prototype for empathy
• The improves to life tool
• The application of the scenes/props/roles tool

Module 8: Test – Early and Often

• The purpose of the test mode
• Reason for testing and refining prototypes
• Testing with users and actively observing
• The feedback capture matrix
• The purpose and application of test ethics in experimentation
• The three Ds of prototyping (Direct, Defend, Design)
• The three Ps of prototyping (Pivot, Persevere, Perfect)

Module 9: Design Thinking and Service Automation

• Introduction to service automation
• The Service Automation Framework
• Service Design in the Service Automation Framework
• The Service Automation Blueprint
• The Design Thinking Process for automated services

Module 10: The Design Thinking Foundation Exam

• Review of course materials
• The Design Thinking sample exam
• The official Design Thinking Foundation exam