This document outlines the steps in a design thinking workshop where participants worked through the design thinking process to design a take-out food ordering app. It describes the key stages of empathy, defining the problem, ideating solutions, prototyping ideas, and testing prototypes with users. Participants switched partners several times to gather different perspectives through interviewing and testing their app prototypes to get feedback to help refine their designs.

1. Customer Co-Creation
Boston Design Thinking Meetup
2/29/2016 Blue Cross Blue Shield MA

2. Fall in Love
with the
Problem

3. Steps in
Design
Thinking
Empathy
Define
IdeatePrototype
Test

4. Prototype as if you know you’re right,
but test as if you know you’re wrong.

5. High Five Everyone

6. Make Everyone Happy

7. Ambiguous Problem
Complex Problem

8. Ambiguous Problem
Complex Problem
High Five Everyone

9. Ambiguous Problem
Complex Problem
Make Everyone Happy
High Five Everyone

10. Ask questions… Tell Stories…
Then switch
Interview your partner
What do you dislike the most
about your device or the app you
use the most?
What do you love the most…?
Remember to take notes
Dig Deeper… Ask “Why”…
Emotion Drives Behavior
Look for those emotional triggers
and ask Why are they important…
…ask Why again…

11. Design a Take-out App
Or

12. Design a Take-out App
You will have 8 minutes to design an app with your partner
You will find a new partner and test your app for 5 minutes
You will find a new partner and test your app AGAIN for 3 Minutes

14. Then switch
Design your app Together

15. Then switch
Then switch
Test&Revise your Prototype

16. Then switch
Test&Revise your Prototype
Then switch

17. User Testing Party

18. User Testing Party
Everyone gets a job: Facilitator, Note-taker or User
Facilitator and Note-taker will trade prototypes
The Users will provide feedback on the prototypes created by the
Note-taker, while the Facilitator leads the Test
After 8 minutes everyone gets a new job

19. Facilitator
Note-taker
(no talking)
User
User
Note-taker’s Prototype

20. Then switch
Listen and gather feedback

21. …So, what just happened?