Clermont SB Endorsed – Design Thinking: The Next Competitive Advantage
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Program Professional Framework
Clermont SB Endorsed – Design Thinking: The Next Competitive Advantage
Program Overview
Design thinking helps organizations solve problems from the user's point of view rather than from internal assumptions. This program takes participants through the full cycle of empathise, define, ideate, prototype and test, using user interviews, empathy maps, journey maps, How Might We statements, rapid prototyping and structured user testing. It shows how the approach supports service redesign, product innovation and digital transformation, with examples from Gulf government services and customer-centric initiatives, and how to embed it within existing governance and project processes.
Learning Outcomes
- ✓Plan and conduct user interviews and observations to uncover unmet needs.
- ✓Synthesise research into empathy maps, personas and customer journey maps.
- ✓Frame problem statements and How Might We questions that guide ideation.
- ✓Facilitate ideation sessions using divergent and convergent techniques to generate and select concepts.
- ✓Build low-fidelity prototypes and test them with users to gather evidence for iteration.
- ✓Prepare an implementation pathway that integrates a validated concept into the organisation's project process.
Target Audience
- Product, service and innovation managers
- Customer experience and service design teams
- Digital transformation and business improvement staff
- Team leaders driving new initiatives in government and private entities
Detailed Program Modules
01Human-Centred Design Principles
- Business value of human-centred design
- Double Diamond and the five-stage model
- When the approach fits and when it does not
02Empathise
- User interviews and contextual observation
- Empathy maps and stakeholder perspectives
- Ethical research practice and consent
03Define
- Synthesising insights and patterns
- Personas and customer journey maps
- Problem statements and How Might We questions
04Ideate
- Brainstorming rules and facilitation
- SCAMPER, analogies and crazy eights
- Concept selection and prioritisation
05Prototype and Test
- Paper, digital and service prototypes
- Usability testing and feedback capture
- Iteration based on evidence
06Scaling Innovation in the Organization
- Integrating with agile and project governance
- Building a business case for a validated concept
- Creating an innovation-friendly team culture
Training Methodology
Applied Project & Assessment
Applied Project
Teams select a real service or internal process, interview at least three users, produce a journey map and problem statement, build and test a prototype, and present a pitch with test findings and an implementation pathway.
Assessment
Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.
University Certificate & International Accreditation
Professional Certificate accredited by Alzette University in Clermont SB Endorsed – Design Thinking: The Next Competitive Advantage
International accreditation: Global Leadership Organization (GLO)