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INNOV CHAP 3 > LESSON 2 > Flashcards

LESSON 2 Flashcards

1
Q

Stages of Design Thinking

A

Emphatize
Define
Ideate
Prototype
Test

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2
Q

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

A

Empathize

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3
Q

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

A

Define

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4
Q

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

A

Ideate

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5
Q

: Create low-fidelity representations of your ideas.

A

Prototype

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6
Q

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

A

Test

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7
Q

Tools and Techniques in Design Thinking

A

Emphaty Map
Customer Journey Map

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8
Q

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

A

Empathy Maps

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9
Q

is a visualization that captures our understanding of a set of users.

A

empathy map

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10
Q

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

A

Emphaty map

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11
Q

Traditional empathy maps have a 4-quadrant structure

A

Says
Thinks
Does
Feels

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12
Q

: Direct or paraphrased representative quotes from users

A

Says

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13
Q

• : Users’ thoughts, motivations, and needs framed in first-person statements

A

Thinks

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14
Q

: Typical or observed user behaviors and actions

A

Does

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15
Q

• : Users’ emotional states during the process

A

Feels

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16
Q

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

A

Customer Journey Maps

17
Q

Customer journey mapping, often created with a ????

A

concept map creator

18
Q

is the 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.

A

Customer journey mapping

19
Q

The goal of customer journey mapping is to understand the ????

A

customer’s experience
identify potential
pain points
find opportunities for improvement.

20
Q

A comprehensive customer journey map typically includes:

A

Stages
Touchpoints
Customer Actions
Emotions and Pain Points
Opportunities

21
Q

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

A

Stages

22
Q

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

A

Touchpoints

23
Q

: What the customer does at each touchpoint.

A

Customer Actions

24
Q

: The customer’s feelings and frustrations during their journey.

A

Emotions and Pain Points

25
Q

: Areas where the business can improve the customer experience.

A

Opportunities

26
Q

Different phases of the customer journey, such as

A

awareness, consideration, purchase,
retention, and advocacy.

27
Q

Specific interactions between the customer and the business, such as

A

visiting a
website
reading a blog post
contacting customer support.

28
Q

Brainstorming Techniques:

A

Mindmapping
Brainwriting
SCAMPER

29
Q

: A visual representation of ideas that connects related concepts.

A

Mind Mapping

30
Q

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

A

Brainwriting

31
Q

: 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.

A

SCAMPER

INNOV CHAP 3 (3 decks)

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