3. Sale Training Programme
spread over 4 modules focused
on creating customer centric
culture. There are various
modules that cater to The
Freshers, The Experts and the
A programme to help
find /define/redefine their
purpose and values.
A simplified programme
aimed at learning to
innovate using Design
Customer Experience Design
A highly engrossing
programme that helps you
create an effective client
Hi, I’m Prakrut Mehta and my purpose is to
help organisations reach peak performance
fast by helping them
• To stay Competitive
• Jumpstart a more creative culture and
• Keep moving in the right direction
• 18 years Industry experience
• PG Masters in Bsuiness Management
• Co-Foundner – Tricorex Ltd.
• CEO - AOS Studley India
• ED – Knight Frank India
What is Design Thinking ?
The search for a magical balance between
business & art,
structure & chaos,
intution & logic,
concept & execution,
playfullness & formality and
control & empowerment
A Mindset An Innovation ToolA Methodology
7. The Programme
This workshop is designed for team to gain an understanding of the principles of Design
Thinking. They will learn about the process as well as methods and tools to analyze
user needs, prototyping, and generating ideas. They will also get the chance to apply
these methods in a small group and solve any live ongoing problem of their choice.
What is design thinking and
why should you care?
History and background plus a quick
overview and visualization of 6 phases of
the design thinking process.
Approaching problem solving with a
hands-on, user-centric mindset leads to
innovation, and innovation can lead to
differentiation and a competitive
• AN OVERVIEW OF DESIGN THINKING
• HOW TO USE DESIGN THINKING AS A PROBLEM SOLVING TOOL TAKE UP AND EXISTING
• COME UP WITH A VIABLE SOLUTION APPLYING DESIGN THINKING
What is design thinking ?
Using observational techniques and other tools to
conduct research about the user
Create a prototype solution,
check impact v/s feasibility
Use the data gathered in previous
step to define the problem faced by
Design Thinking as a concept, explained with visuals
Return to your users
Does this solution
Brainstorm a range of crazy, creative
ideas that address the unmet user
needs identified earlier
The first stage of the Design Thinking process is to gain an empathic understanding of the
problem you are trying to solve. This involves consulting experts to find out more about the area
of concern through observing, engaging and empathizing with people to understand their
experiences and motivations, as well as immersing yourself in the physical environment to have
a deeper personal understanding of the issues involved. Empathy is crucial to a human-centred
design process such as Design Thinking, and empathy allows design thinkers to set aside his or
her own assumptions about the world in order to gain insight into users and their needs.
As a design thinker, the problems
you are trying to solve are rarely
your own—they are those of a
particular group of people; in order to
design for them, you must gain
empathy for who they are and what
is important to them
3 How To Empathize
Empathy is the centerpiece of a
human- centered design process.
The Empathize mode is the work you
do to understand people, within the
context of your design challenge. It is
your e ort to uAnderstand the way
they do things and why, their
physical and emotional needs, how
they think about world, and what is
meaningful to them.
During the Define stage, you put together the information you have created and gathered
during the Empathise stage. You will analyse your observations and synthesise them in order to
define the core problems that you and your team have identified up to this point. You should
seek to define the problem as a problem statement in a human-centred manner
The Define mode of the design
process is all about bringing clarity
The goal of the Define mode is to
craft a meaningful and actionable
problem statement – this is what we
call a point-of-view. This should be a
guiding statement that focuses on
insights and needs of a particular
user, or composite character. In a
word, the Define mode is
Develop an understanding of your USER.
Synthesize and select a limited set of NEEDS
that you think are important to ful ll; you may in
fact express a just one single salient need
to address. Work to express INSIGHTS you
developed through the synthesis of information
your have gathered through empathy and
How To Define
The Define mode is critical to the
design process because it results
in your point-of-view (POV): the
explicit expression of the problem
you are striving to address. More
importantly, your POV defines the
RIGHT challenge to address,
based on your new understanding
of people and the problem space.
It is this synthesis of your empathy
work that gives you the advantage
that no one else has.
During the third stage of the Design Thinking process, designers are ready to start generating
ideas. You’ve grown to understand your users and their needs in the Empathise stage, and
you’ve analysed and synthesised your observations in the Define stage, and ended up with a
human-centered problem statement. With this solid background yourself and your team
members can start to 'think outside the box' to identify new solutions to the problem statement
you’ve created, and you can start to look for alternative ways of viewing the problem.
Ideate is the mode of the design
process in which you concentrate
on idea generation. Mentally it
represents a process of “going
wide” in terms of concepts and
outcomes. Ideation provides both
the fuel and also the source
material for building prototypes
and getting innovative solutions
into the hands of your users.
You ideate by combining your
conscious and unconscious mind,
and rational thoughts with
imagination. made; this
encourages new ideas to come
How To Ideate
You ideate in order to transition
from identifying problems to
creating solutions for your users.
Ideation is your chance to
combine the understanding you
have of the problem space and
people you are designing for with
your imagination to generate
This is an experimental phase, and the aim is to identify the best possible solution for each of
the problems identified during the first three stages. The solutions are implemented within the
prototypes and, one-by-one, they are investigated and either accepted, improved and re-
examined, or rejected on the basis of the users’ experiences.
The Prototype mode is the
iterative generation of artifacts
intended to answer questions that
get you closer to your Final
A prototype can be anything that a
user can interact with – be it a wall
of post-it notes, a gadget you put
together, a role-playing activity, or
even a storyboard
• Start building.
• Don’t spend too long on one prototype.
• ID a variable.
• Build with the user in mind.
How To Prototype
• To ideate and problem-solve.
• Build to think.
• To communicate.
• To start a conversation. .
• To fail quickly and cheaply.
• To test possibilities.
• To manage the solution
This is the final stage of the 5 stage-model, but in an iterative process, the results generated
during the testing phase are often used to redefine one or more problems and inform the
understanding of the users, the conditions of use, how people think, behave, and feel, and to
empathise. Even during this phase, alterations and refinements are made in order to rule out
problem solutions and derive as deep an understanding of the product and its users as possible.
The Test mode is when you solicit
feedback, about the prototypes you
have created, from your users and
have another opportunity to gain
empathy for the people you are
• Show don’t tell.
• Create Experiences.
• Ask users to compare.
How To Test
• To refine prototypes and
solutions. Testing informs the
next iterations of prototypes.
Sometimes this means going
back to the drawing board.
• To learn more about your user.
Testing is another opportunity to
build empathy through
observation and engagement—it
often yields unexpected insights.
• To refine your POV. Sometimes
testing reveals that not only did
you not get the solution right,
but also that you failed to frame
the problem correctly.
14. GET IN TOUCH
t’s no secret that in today’s uncertain environment more and more industries (not just
businesses) are on the verge of breaking down and in need of serious make-overs. It has become
a matter of life or death for corporates to create and execute new ideas. This challenging
environment demands solutions that go beyond the basic features of products and services. It is
up to corporates to make tweaks in their DNA and to adjust strategies according to their
users and leave behind the status quo of traditional business processes. Now THAT is where
design thinking can help you.
Design thinking is about solving problems whilst putting users at the center of the process. It’s a
structured methodology to understand users, from their point of view. It is broadly finding a
range of solutions to solve that problem. It’s as much a mindset as it is a structured tool. It’s
almost like a thinking philosophy
It is necessary for many reasons, to push companies to see an overall framework and cycle, its
limits, its structure. The design process has a fuzzy front-end and it is meant to provide structure
to a very non-linear process which is essential to get right.
We’ve created a 2-day design thinking course to bring the tools and techniques of Design
Thinking to your team. In two days we’ll help you to analyze your clients and their needs. The
outcome of this program is an extensive customer journey for one or multiple personas and a
synthesis of the three customer problems that prove to be most valuable to solve
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