chapter 3: design thinking and problem solving

Question 1

A problem-solving approach that focuses on understanding user needs, brainstorming creative solutions, and iterating designs

Answer 1

design thinking

Question 2

This stage encourages a deep connection with users, allowing designers to capture their true feelings and motivations.

Answer 2

empathy

Question 3

key principles of design thinking

Answer 3

empathy
ideation
prototyping
testing

Question 4

Generating a wide range of ideas and solutions without immediate judgment.
This creative phase encourages divergent thinking, where quantity is prioritized over quality.

Answer 4

ideation

Question 5

Creating tangible representations of ideas, which can range from sketches
and models to digital mockups.

Answer 5

prototyping

Question 6

Gathering feedback to refine and improve solutions.

Answer 6

testing

Question 7

importance of design thinking

Answer 7

enhances creativity and innovation
encourages collaboration and diverse perspectives
focuses on user-centric solutions

Question 8

By encouraging a culture of experimentation and exploration, Design Thinking fosters a mindset open to creative solutions

Answer 8

enhances creativity and innovation

Question 9

Teams from various backgrounds can
contribute unique insights, leading to richer problem-solving outcomes

Answer 9

encourages collaboration and diverse perspectives

Question 10

Prioritizing the user’s needs leads to solutions that are more likely to be accepted and valued in the market

Answer 10

focuses on user-centric solutions

Question 11

Understand the user’s needs through research and observation. Techniques like user interviews, surveys, and field observations can provide valuable insights into user experiences.

Answer 11

empathize

Question 12

Clearly articulate the problem you are trying to solve. This stage involves synthesizing user insights into a clear problem statement or “point of view.”

Answer 12

define

Question 13

Brainstorm a wide range of ideas and solutions. Techniques such as brainstorming sessions and creative workshops can stimulate innovative thinking.

Answer 13

ideate

Question 14

Create low-fidelity representations of your ideas

Answer 14

prototype

Question 15

Gather feedback from users and refine your solutions. This stage emphasizes learning from failure and iterating based on user feedback.

Answer 15

test

Question 16

Visual tools that help teams document user insights, capturing what users say,
think, do, and feel

Answer 16

empathy maps

Question 17

a visualization that captures our understanding of a set of users. It is a
simple yet powerful tool for making sense of user research and communicating what we know about our users to design-team partners and stakeholders so that we can discuss and prioritize user needs collaboratively

Answer 17

empathy map

Question 18

4-quadrant structure of empathy map captures what the user:

Answer 18

says
thinks
does
feels

Question 19

Illustrate the user’s experience with a product or service over time,
highlighting touchpoints and emotions.

Answer 19

customer journey maps

Question 20

process of creating a visual representation that outlines the steps a customer goes through when interacting with a business. This includes every touchpoint from discovering a product or service to making a purchase and beyond. The goal is to understand the customer’s experience, identify potential
pain points, and find opportunities for improvement.

Answer 20

customer journey maps

Question 21

A comprehensive customer journey map typically includes:

Answer 21

stages
touchpoints
customer actions
emotions and pain points
opportunities

Question 22

Different phases of the customer journey, such as awareness, consideration, purchase, retention, and advocacy

Answer 22

stages

Question 23

Specific interactions between the customer and the business, such as visiting a website, reading a blog post, or contacting customer support.

Answer 23

touchpoints

Question 24

What the customer does at each touchpoint.

Answer 24

customer actions

Question 25

The customer’s feelings and frustrations during their journey.

Answer 25

emotions and pain points

Question 26

Areas where the business can improve the customer experience.

Answer 26

opportunities

Question 27

brainstorming techniques

Answer 27

mind mapping
brainwriting
scamper

Question 28

A visual representation of ideas that connects related concepts

Answer 28

mind mapping

Question 29

A method where participants write down their ideas anonymously,
allowing for more introverted team members to contribute

Answer 29

brainwriting

Question 30

A checklist for exploring potential improvements by asking questions about
substituting, combining, adapting, modifying, putting to another use, eliminating, or reversing elements of the problem

Answer 30

SCAMPER

Question 31

The process of identifying a problem, analyzing it, and developing effective
solutions

Answer 31

PROBLEM-SOLVING

Question 32

A systematic approach to identifying the fundamental causes of problems. Techniques like the “5 Whys” can help trace the root of an issue

Answer 32

root cause analysis

Question 33

A strategic planning tool that assesses strengths, weaknesses, opportunities,
and threats related to a problem or business initiative. It helps teams identify internal and external factors affecting their solution

Answer 33

SWOT analysis

Question 34

A visual tool for identifying potential causes of a problem, categorized into major areas such as people, processes, materials, and environment.

Answer 34

fishbone diagram (ishikawa diagram)

Question 35

common problem-solving methods

Answer 35

root cause analysis
SWOT analysis
fishbone diagram