chapter 3: design thinking and problem solving Flashcards
A problem-solving approach that focuses on understanding user needs, brainstorming creative solutions, and iterating designs
design thinking
This stage encourages a deep connection with users, allowing designers to capture their true feelings and motivations.
empathy
key principles of design thinking
empathy
ideation
prototyping
testing
Generating a wide range of ideas and solutions without immediate judgment.
This creative phase encourages divergent thinking, where quantity is prioritized over quality.
ideation
Creating tangible representations of ideas, which can range from sketches
and models to digital mockups.
prototyping
Gathering feedback to refine and improve solutions.
testing
importance of design thinking
enhances creativity and innovation
encourages collaboration and diverse perspectives
focuses on user-centric solutions
By encouraging a culture of experimentation and exploration, Design Thinking fosters a mindset open to creative solutions
enhances creativity and innovation
Teams from various backgrounds can
contribute unique insights, leading to richer problem-solving outcomes
encourages collaboration and diverse perspectives
Prioritizing the user’s needs leads to solutions that are more likely to be accepted and valued in the market
focuses on user-centric solutions
Understand the user’s needs through research and observation. Techniques like user interviews, surveys, and field observations can provide valuable insights into user experiences.
empathize
Clearly articulate the problem you are trying to solve. This stage involves synthesizing user insights into a clear problem statement or “point of view.”
define
Brainstorm a wide range of ideas and solutions. Techniques such as brainstorming sessions and creative workshops can stimulate innovative thinking.
ideate
Create low-fidelity representations of your ideas
prototype
Gather feedback from users and refine your solutions. This stage emphasizes learning from failure and iterating based on user feedback.
test
Visual tools that help teams document user insights, capturing what users say,
think, do, and feel
empathy maps
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
empathy map
4-quadrant structure of empathy map captures what the user:
says
thinks
does
feels
Illustrate the user’s experience with a product or service over time,
highlighting touchpoints and emotions.
customer journey maps
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.
customer journey maps
A comprehensive customer journey map typically includes:
stages
touchpoints
customer actions
emotions and pain points
opportunities
Different phases of the customer journey, such as awareness, consideration, purchase, retention, and advocacy
stages
Specific interactions between the customer and the business, such as visiting a website, reading a blog post, or contacting customer support.
touchpoints
What the customer does at each touchpoint.
customer actions
The customer’s feelings and frustrations during their journey.
emotions and pain points
Areas where the business can improve the customer experience.
opportunities
brainstorming techniques
mind mapping
brainwriting
scamper
A visual representation of ideas that connects related concepts
mind mapping
A method where participants write down their ideas anonymously,
allowing for more introverted team members to contribute
brainwriting
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
SCAMPER
The process of identifying a problem, analyzing it, and developing effective
solutions
PROBLEM-SOLVING
A systematic approach to identifying the fundamental causes of problems. Techniques like the “5 Whys” can help trace the root of an issue
root cause analysis
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
SWOT analysis
A visual tool for identifying potential causes of a problem, categorized into major areas such as people, processes, materials, and environment.
fishbone diagram (ishikawa diagram)
common problem-solving methods
root cause analysis
SWOT analysis
fishbone diagram
