Chapter 5

Question 1

Define design thinking.

Answer 1

Human-centered, interactive, problem-solving process that places emphasis on identifying people’s needs, creating solutions & testing them.

Question 2

Name 5 phases of the design-thinking process.

Answer 2

1.Empathize
2. Define
3. Ideate
4. Prototype
5. Test

Divergent thinking works best for define, ideate & prototype.

Question 3

Name 2 of the most important techniques entrepreneurs use during Empathize phase.

Answer 3

1. Observation : monitor the behavior/activities of users in their own environment.
2. Insight : Interpret an event/observation that provides new information/meaning.

Question 4

Elaborate the technique used to guide observation : AEIOU framework.

Answer 4

1. Activities
2. Environments
3. Interactions
4. Objects
5. Users

Question 5

What are two type of interviews?

Answer 5

Feedback interview : interview customers after they have purchased.

Need-finding interview : earlier in process to develop insights and identify needs.

Question 6

What is a well-designed service ?

Answer 6

1. User-centric (should always meet customer needs)
2. Cocreated (collaborating with users)
3. Well sequenced (analyzing the experience in small processes, ex : begin, during, end)
4. Visual (visualization of the service with images)
5. Holistic (the service works in a whole)