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The Creative Approach to Problem Solving and Innovation.


Design thinking is a human-centered, iterative problem-solving process of discovery, ideation, and experimentation that employs various design-based techniques to gain insight and yield innovative solutions for virtually any type of organizational or business challenge. Organizations embarking on digital transformation should start with a Design Thinking workshop.


The five-phase Design Thinking process is based on the renowned Stanford University's model that is broadly used and has proven its value. This method combines both analytical and creative approaches to generate solutions. 


In this two-day action-oriented workshop, participants will work in small teams, guided by our design facilitators to experience a customer-centric approach to problem solving through a re-imagination of the end-to-end customer experience journey.


Participants will develop skills such as ethnographers, visual thinkers, strategists and story-tellers through a hybrid of workshop discussions and activities. It covers building empathy through ethnographic research, generating ideas, prototyping and testing new concepts.​


Recommended Audience

This course is designed for any business leader, professional, manager or individual contributor wishing to gain practical know-how on the principles, process and tools of Design Thinking.


  • This is an experiential workshop, which emphasises engagement, interaction and practice​

  • Participants should expect short presentations that introduce content, examples, case studies, video presentations, group activities for skills practice, and group discussions for reflection that deepens their learning

  • Participants will be given a challenge/project that requires them to work in teams to address one unmet need and present their ideas

Learning Objectives

  1. Acquire a deep understanding of the Design Thinking principles, process and tools

  2. Understand the mindsets of a design thinker

  3. Apply the Design Thinking framework as a structured process to solve problems

  4. Learn ideation techniques to generate breakthrough ideas and co-create an improved customer experience journey

  5. Improve personal effectiveness by becoming a more empathetic service provider 

Workshop Outline

1.  Icebreaker Activity

  • A fun icebreaker activity to kick-start the workshop

2.  Introduction to Design Thinking

  • Design thinking - Is and is not

  • Traditional thinking versus design thinking

  • Three lenses of human-centred design: Desirability, feasibility, and viability

  • Benefits of design thinking

  • Examples of industrial applications of design thinking

  • Case studies of design thinking application in Apple and Singapore Airlines

  • Framework of design thinking

  • How design thinking can improve our innovative ability and personal effectiveness

3.  The Mindsets of a Design Thinker

  • Human-centered

  • Process approach

  • Radical collaboration

  • Culture of prototyping

  • Show, don't tell

  • Bias toward action

4.  EMPATHIZE: Understanding the Customer/User

  • To gain an understanding of the experience, situation and emotion of the user for whom you are designing through observation, engagement and immersion techniques

  • Learn how to apply tools such as personas, empathy map and user feedback

5.  DEFINE: Framing the Opportunity

  • To process and synthesize the findings in order to form a user Point of View (POV) that you will address by identifying the user, his/her needs and insights gathered

  • Learn how to apply tools such as POV, How Might We (HMW), stakeholder map, customer journeys, context map and opportunity map

6.  IDEATE: Exploring Ideas & Solutions

  • To focus on idea generation, translate problems into solutions, and explore a wide variety and large quantity of ideas that go beyond the obvious solutions to a problem

  • Divergent and convergent ideation methods

  • Learn how to apply ideation techniques (e.g. Brainwriting, Nyaka method, SCAMPER, What if, etc.) and tools such as sketches, prioritization matrix, affinity diagram and idea evaluation matrix

7.  PROTOTYPE: Building & Visualizing Ideas & Solutions

  • To build to think - A simple, cheap and fast way to shape ideas so you can experience and interact with them

  • Learn how to apply tools such as developing physical prototypes, wireframes and storyboards

8.  TEST: Reviewing & Deciding Solutions

  • To ask for feedback on your prototypes, so as to learn about your user, reframe your POV and refine your prototype

  • Learn how to apply tools such as user feedback, observation and evaluation matrix

9.  Q&A & Closing

Award of Certificate

Certificate of Attendance will be issued to participants who have attended at least 75% of the workshop


2 days


"This course provides a different insight into solving organization, customer problems."

iDirect Asia Department,
ST Electronics (Satcom & Sensor Systems) Pte Ltd

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