Design Thinking

Service and product development

What is the Design Thinking method?

If we accept that the definition of design is "the definition of how things and processes work" and the definition of experience is "the sum of actions, dialogues, thoughts and feelings experienced in the course of a process", then we can easily draw two conclusions. The first is that, regardless of our title, we are all designers to some extent, since we define countless processes in the course of our work. The second is that, unconsciously or consciously, we create experiences for our colleagues and clients.

In recent decades, new business solutions, technological innovations and communication opportunities have radically transformed the way we design products and services. And through design, this radical transformation continues in the area of customer experience building.

Organisations that want to stay ahead of their competitors need to start investing in design, alongside business, technology and communications, to consciously build experiences. Design thinking, as a project development methodology that takes into account business requirements, customer needs, technology and communication tools, is an effective first step.

What problem does it answer?

On one hand, it helps to create digital products or physical services that do not exist. On the other hand, it helps to improve poorly performing digital products or physical services. Third, it helps to scale up existing digital products or services.

What are the main steps?

• As a first step, we use design research methods (stakeholder interview, trend analysis, competitor analysis, data analysis, social research, ethnographic research, in-depth interview and questionnaire) to prepare the project to be developed in the workshop.

• The second step is to build empathy towards the users (internal users, employees, or external users, customers) with the aim of identifying with their problems.

• Third, we identify the problems with the aim of seeing where there is a gap in the user experience.

• Fourth, we accumulate ideas with the objective of solving the problems we encounter.

• Fifth, we build prototypes to test the ideas.

• Step six is to test the prototypes to see which ones solve the identified problems.

• In the seventh step, we examine how the built and tested prototypes can be implemented into the organisation's operations and services.

What results can we expect from it?

On one hand, it will help you to master the art of building a conscious employee and customer experience. On the other hand, it will help to implement innovation projects. And thirdly, it will generate revenue growth (McKinsey - The business value of design). As a result of the seven steps  we release problem solving prototypes which can be implemented into the operation or the services of the given organisation. 

TYPICAL QUESTIONS

Why is it worth dealing with empathy?

Because it is the basis of human (family, friend, colleague, client...) collaboration.

Why Design Thinking?

Because it is a good methodology for creating employee and customer experience.

How to engage in Design Thinking?

You can start using the tools one by one, or you can choose a sample project ( Fictional, therefore made up. Real, existing, but not highlighted. Real, existing and highlighted), through which the process can be mastered.

Why is customer experience worthwhile?

Because customer experience will be one of the defining competitive advantages of the next 5-10 years.