Day-1

• Introduction of Participants and Instructor
• What is Customer Experience? How should it be measured?
• Products and Experience…
• What is Design Thinking? (Theory)
• Convergent and divergent thinking
• Behaviors of Innovators (Theory)
• When is Design Thinking needed?
• Workshop overview and introducing the Stationary & Rules.
• Frame-ReFrame-Frame-ReFrame the Challenge – are we solving the right problem? (Theory & Practical)
• Need Finding …Empathy to Insights – Effective Stakeholders Mapping, Interviewing techniques and other techniques (Theory & Practical)
• Categorizing the Insights – Rose-Thorn-Buds -(Theory & Practical)

Day-2

• Affinity Clustering -(Theory & Practical)
• Power of Visualization technique
• Statement Starter – How to write your problem statements (Theory & Practical)
• Preparing your mind for innovation – Ideation techniques -(Theory & Practical)
• How to Converge? -(Theory & Practical)
• Rapid Prototyping (Iteration and Improvement) - (Theory & Practical).. Story Boarding… Concept poster.
• Quick look at other methods under Design Thinking (Theory)