1. | Notes |
Design Thinking Workshop
For AIP Partners
24 October 2012

2. | Module 1 |
Innovation and Design Thinking

3. Design Thinking
What is Design Thinking?
- from IDEO
Design Thinking is a creative problem-solving tool to generate
innovative solutions that are human-centered, viable and feasible.

4. Design Thinking Process
How do we practise Design Thinking?
Frame
Problem
Understand
Dig deep to understand
user needs, pain points
and values/motivations.
Explore
Explore by reframing
insights and ideating to
generate as many ideas
as possible.
Prototype
Implement
Solution
Prototype early to test
the feasibility of the
idea/concept.

5. Design Thinking Tools
Interview
Shadow
Role-Play
Reframe
What If
Analogy Map
Physical Models
Storyboard
Role-Play
Understand
Explore
Prototype

6. Design Thinking
Why Design Thinking might help you…
Human-Centered
Approach
Thinking Out of
the Box
Puts your user in the
centre of the problem
solving process
Yields fresh ideas by
reframing the problem
and encouraging the
wildest ideas without
constraints
Divergent
Approach
Fail Early to
Succeed Sooner
Takes a step back to
fully understand the
problem and generate
more possibilities
Reduces the risk of
costly mistakes by
testing ideas with
quick prototypes

7. Design Thinking
When is Design Thinking best used?
The problem
at hand is
complex or
unclear
New
perspective
and fresh ideas
are needed
Holistic view
of user’s needs
is required

8. | Book |
CAD Monkeys,
Dinosaur Babies and
T-Shaped People
Warren Berger

9. Ask ‘Stupid Questions’
To challenge commonly held beliefs
• Does the waiting room need to be a room?
• Why do the patients need to see a doctor for this
treatment?
• Does accurate health information need to come only
from healthcare professionals?
• Is motivation solely an individual’s responsibility?
• Does access to care need to be centralized?
• Do we define health the same way our patients do?

10. Design Thinking Activity
Overview of activity
Understand the
User
Identify Problems
and Needs
Ask Stupid
Questions
Challenge

11. Learning Points from Activity
Human-Centered Design
Problem
Understand
Understand to generate insights
Understanding and
listening to our users
and their needs
helps us to generate
solutions that are
relevant for them
Solutions that are relevant to our consumers generate high levels of
satisfaction for our services/products.

12. Learning Points from Activity
Divergent Thinking through Challenging Assumptions
Explore
Reframe by asking
„stupid questions‟
Challenging
fundamental beliefs
helps us to question
our status quo and
validate or change the
traditional way of doing
and experiencing
things.
Challenging assumptions helps us to ensure that our solutions and
services remain relevant and efficient in today‟s ever-changing world.

13. | Module 2 |
Experience Design Thinking

14. How have we used some of these tools?
Understand | Shadow
Identify bottlenecks in the
How can we do this
effectively?
user throughout their
Always be curious
Understand
system by shadowing the
experience.
Explore | How Might We
Explore
How can we do this
„How Might We‟ helps us to
reframe the problem and
effectively?
Always go for quantity
open up more possibilities.
Prototype | Role-Play
Prototype
How can we do this
effectively?
Be open to failing and
learning from it
Immerse in a role to
experience and identify
possible bottlenecks in the
concept.

15. Design Thinking Application
How have we used some of these tools internally?
Shadowing
Immerse in the lives of your
subject to observe their
behavior and experiences
so as to discover pain
points and unmet needs
throughout their journey.

16. Design Thinking | Understand
Interview
Shadow
Role-Play
Photo Journal
How can we do this effectively?
1. Always be curious about what others think and do. Looking
out for adaptive solutions could sometimes help you to
Understand
uncover unmet needs.
2. Empathize with them to understand how they feel, so as to
know what they would really need and appreciate.

17. Design Thinking Application
How have we used some of these tools internally?
How Might We
Challenge Statement
How might we reinforce the rehab/recovery
identity of the Community Hospital during
admission/stay/discharge?
Start by asking „How Might
We‟ to reframe the problem
so that you open up more
possibilities, without any
constraints.
e.g. YCH identity

18. Design Thinking | Explore
How Might We
What If
Brainstorm
Analogy Map
How can we do this effectively?
1. Go for quantity and defer judgment. There are no right or
wrong ideas. The best idea often comes from the craziest
Explore
one.
2. When choosing an idea to pursue further, picture your user
and decide if he/she would appreciate something like that.

19. Design Thinking Application
How have we used some of these tools internally?
Role-Play
Role-playing allows one to
immerse in another role by
acting out to experience
and identify possible
bottlenecks in the concept
e.g. A&E

20. Design Thinking | Prototype
Physical Models
Storyboard
Role-Play
How can we do this?
1. It is good to prototype early and fine for a prototype to be raw
and ugly, as a successful prototype is not one that works
Prototype
flawlessly, but one that teaches you something.
2. Be open to the spirit of learning from failures and trying again;
You are probably on to something greater!

21. Design Thinking Activity
Problem Understand
JOURNAL | ROLE-PLAY
Explore
Prototype
REFRAME | BRAINSTORM
Medications are
labeled with text for
patients to read
Monitoring
Bracelet
database
systems
Patients take their
medication
independently
Tele monitor
Ideate as many
solutions as possible
Solution
PHYSICAL MODEL

22. Learning Points
1st Phase of Design Thinking - Understand
Photo Journal
Role-Play
Persona
Lau Hua, 59
Lives with wife at Red Hill
Likes to hang out with
friends
Values companionship,
family
Wants to be independent,
motivated to change his
lifestyle
Understand
Broad but personalized
understanding of the user;
To uncover his needs,
motivations and
influences.
Important to know and
understand the type of
users the solutions are
designed for.
Immerse in the role of the
user so as to fully
empathize with the
problem that the user
faces.

23. Learning Points
2nd Phase of Design Thinking - Explore
Challenging Assumptions Brainstorm
Evaluate & Select
Impact
Explore
Time Frame
Challenging assumptions
by asking “What if” helps
us to look at existing
solutions and question its
relevance.
Brainstorming helps us
to ideate by thinking of
as many crazy ideas as
possible, without any
constraints.
Evaluating your ideas
using a matrix helps you to
choose and develop the
right ideas.

24. Learning Points
3rd Phase of Design Thinking - Prototype
Prototype
Prototype
Having a physical mock-up allows one to visualize and test the
feasibility of the idea/concept quickly with the team.

25. Learning Points
Design Thinking Process
UNDERSTAND
EXPLORE
Medications are
labeled with text for
patients to read
Monitoring
Bracelet
PROTOTYPE
database
systems
Patients take their
medications
independently
Identify the user‟s unmet needs
(adaptive solutions),
values/motivations and pain
points to generate insights.
Tele monitor
Ideate as many
solutions as possible
Question assumptions relating to
the insight, challenge it, then
ideate.
Select the best idea, prototype it
and present how this idea will
work.

26. | Thank You |