Design Thinking Project Template

© Operational Excellence Consulting. All rights reserved.
DESIGN THINKING
Project Template

< Type Project Name Here >
NOTE: This is a PARTIAL PREVIEW. To
download the complete template, please
visit: https://www.oeconsulting.com.sg

3
Name of Project Team (e.g. Problem Busters)
Insert your team photo here.

© Operational Excellence Consulting. All rights reserved. 4
Project Name: PMO Process Improvement
Business Problem Executive Sponsor:
John Smith
Design Coach:
Allan Ung
The PMO is facing challenges in project delivery, including delays, miscommunications, and inefficiencies.
There is a need to address these issues and improve overall project management practices within the
organization.
Design Challenge Investment Project Manager:
Jane Doe
Team Members:
Sarah Johnson
David Thompson
Michael Lee
POV: The PMO team needs to enhance project delivery practices because ineffective
communication, delays, and inefficiencies hinder successful project execution and
organizational growth.
HMW: How might we redesign the PMO processes to streamline project delivery, enhance
communication and collaboration, and improve overall project success rates?
Each team
member to
commit up to
20% of their
time
Project
Phases
Plan Start –
Plan End
Operational Metric Baseline Target
Project Charter
Approval
Empathize and
Define
Ideation,
Prototype and
Test
Implementation
and Results
10 Jul – 14 Jul
17 Jul – 11 Aug
14 Aug – 8 Sep
11 Sep – 6 Oct
On-time Project Delivery Percentage: Measures the
percentage of projects delivered within the agreed-upon
timelines.
X% Y%
Expected Benefits Projected Savings
§ Hard benefits: Reduced project delays, increased
project success rates, Enhanced resource utilization
§ Soft benefits: Improved collaboration and
communication, enhanced team morale, Increased
organizational agility
§ Cost reduction (X%)
§ Increased revenue generation
(X%)
Project Charter – Example

5
7
Aug
14
Aug
21
Aug
28
Aug
4
Sep
11
Sep
18
Sep
25
Sep
1
Oct
8
Oct
15
Oct
22
Oct
29
Oct
Project charter approval
Empathize Phase
Define Phase
Ideate Phase
Prototype Phase
Test Phase
Implementation & Results
Presentation to Management
PROJECT PLAN TEMPLATE
Plan out your project timeline and milestones on a Gantt Chart
Planning Planning Phase
Define the schedule for problem solving using the Design
Thinking methodology.

Framework of Design Thinking
Learn about
the audience
for whom you
are designing,
by observation
and interview.
Who is my
user? What
matters to this
person?
Create a point
of view that is
based on user
needs and
insights.
What are their
needs?
Brainstorm
and come up
with as many
creative
solutions as
possible.
Wild ideas
encouraged!
Build a
representation of
one or more of
your ideas to
show to others.
How can I show
my idea?
Remember: A
prototype is just
a rough draft!
Share your
prototyped
idea with your
original user
for feedback.
What worked?
What didn’t?
Empathize
Define
Ideate
Prototype
Test

5 Action Phases of Design Thinking
DESCRIPTION
§ Learning about the audience for whom you are
designing
§ Creating your point of view (POV) based on your
insights from the empathy stage
§ Brainstorming and coming up with creative solutions
§ Building a representation of one or more of your ideas
to show to others
§ Returning to your original user group and testing your
ideas for feedback
Empathize
Define
Ideate
Prototype
Test

Empathize Phase
1

ILLUSTRATIVE
Name: John Smith, 38
Profile / Lifestyle Characteristics
§ Lawyer, single
§ Likes to play golf once a week
§ Owns an apartment in London
§ Ambitious
§ Knowledgeable
§ Financially savvy
Goals / Ambitions Behaviors / Habits
§ Wants to invest money for his retirement
§ Aiming for promotion to Senior Counsel
later this year
§ Impatient
§ Prim and proper
§ Don’t take no for an answer
Fears / Challenges Influencers & Activities
§ Not working well with colleagues
§ Unable to find time with family
§ Uncle, who is also a lawyer
§ Golf
Persona – Example

10
PERSONA TEMPLATE
Empathize your end-users on who they are
Empathize Phase Deliverable
Name:
Profile / Lifestyle Characteristics
Goals / Ambitions Behaviors / Habits
Fears / Challenges Influencers & Activities

ILLUSTRATIVE
Pain
Gain
Holiday
Maker
Think & Feel
Say & Do
Hear See
Will I have a
memorable
experience?
Tourists get
picked-
pocketed
Tourists look
happy &
having fun!
Wow, I
can shop
all day
and night!
Many locals
don’t speak
English
May not be
safe to go
out at night
Food are
cheap and
delicious!
I am
uploading
photos into
Facebook!
Food taste
really great!
I don’t want
to go home!
Polite and
patient
service staff
at hotel
Many touts
on the
streets
Traffic jam
almost
everywhere
Did the hotel
reserve us a
non-smoking
room?
Will I be hit
with food
poisoning?
Will taxi
drivers over-
charge me
for rides?
Tired walking
and carrying
shopping
bags
Taxis that
don’t use the
meter
Hot and
humid tropical
weather
Enjoy the
sightseeing
and local
food
Clean and
comfortable
hotel room
and facilities
Friends and
relatives like
my Facebook
photos
A holiday maker’s concern
Made friends
with some
locals and
tourists
The flea
markets are
interesting
Nice
breakfast
buffet
Hotel wifi is
so slow!
Empathy Map – Example 1

12
EMPATHY MAP TEMPLATE
Empathize your end-users on what they think and feel
Empathize Phase Deliverable
What does the person
THINK & FEEL?
Customer
What really counts
Major preoccupations
Worries and aspirations
HEAR?
What friends say
What boss says
What influencers say
SEE?
Environment
Friends
What the market offers
SAY & DO?
Attitude in public
Appearance
Behavior towards others
PAIN
Fears
Frustrations
Obstacles
GAIN
Wants/Needs
Measures of success
Prestige

Define Phase
2

DESIGN BRIEF
User Perception / Feedback
§ Darryl needs a fast and efficient way to track his health
and fitness
§ He runs/swims often and does not like to carry a phone
while running/swimming
Problem Statement (Point of View)
§ User could not track his health and fitness while running/swimming
Design Goal / Objective (How Might We)
§ How might we design a convenient and hands-free health and fitness tracking device for running/swimming?
Design Requirements
Our product / service should…
§ Track health and fitness while doing activity
§ Lightweight
§ Waterproof / Sweat-proof
§ Impact proof
§ Convenient to use / Hands-free
Design Brief – Example
ILLUSTRATIVE

15
DESIGN BRIEF TEMPLATE
Define the project with your design objective and requirements
Define Phase Deliverable
DESIGN BRIEF
User Perception / Feedback
Problem Statement (Point of View)
Design Goal / Objective (How Might We)
Design Requirements

Vendors / Influencers
External stakeholders
Project team
Derrick
(Design Agency)
Frank
(IT Implementor)
Stakeholder Map of an IT Project
TBD
(Steering Committee Members)
TJ
(Knowledge
Panel)
Henry
(E-business)
Calvin(Sales
Team
Lead)
Grace
(Legal/Compliance)
Amanda
(Marketing)
Danny (Designer)
Joyce (User PM)
David (IT PM)
Vendors / Influencers
Stakeholder Map – Example
ILLUSTRATIVE

Customer
Actions
Activity Phase
Touchpoints
Thinking
Feeling
Backend
Processes
Look at café
surroundings
Entrance / Posters
/
Signages
§ Am I entering
the right place?
§ Is the air-con
cold enough?
Walk towards
counter
Café space
§ Can I find
seats?
§ Is there a long
queue?
Queue at the
counter to be
served
Ordering Counter /
Wall Menu Display
§ Which coffee do
I want?
§ How much does
it costs?
Payment process
(cash / membership
card / mobile app)
Seat at the table
Seat
§ Is the seat
taken?
§ Coffee done
just right.
Yummy! J
Clearing the tables
Wait at the counter
Collection Counter
§ How long do I
have to wait?
§ Is the coffee
order correct?
Brew the coffee
+
-
Enter Starbucks Find Seat Order Coffee Wait for Coffee Drink Coffee
Customer Journey – Example
ILLUSTRATIVE

Ideate Phase
3

High Benefit
Difficult to
Implement
More comfy seats
Easy to
Implement
Low Benefit
Improve Restaurant’s Customer Experience
Service training for all staff
New sound system
New payment system
iPad ordering system
Drones serving food
CRM system
Do it now!
Parking lot
Discard
ILLUSTRATIVE
Prioritization Map – Example

20
IDEAS EVALUATION TEMPLATE
Organize your ideas by evaluating them based on a set of criteria
Ideate Phase Deliverable
Evaluation Criteria Idea A Idea B Idea C Idea D
Customer Impact
Business Impact
Potential Improvement
Feasibility
Innovativeness
Others

Prototype Phase
4

Prototype – Examples
Watch & Smartphone Electronic Clock

Wireframe – Examples
UI Flow Sketch
Web Sketch Interface

Test Phase
5

Feedback Capture Grid
+
?

Observer’s note on feedback of Phone A
Customer profile / background
§ Jonathan Leeson, 38
§ Lawyer, single
Pros of concept / prototype Cons of concept / prototype
§ Could turn on Phone A easily
§ Attracted by the colors
§ Commented on the ease of the buttons
§ Pleased with the features included in Phone A
§ Confused by the user interface for settings
§ Frowned at the price of Phone A
§ Commented that the size of Phone A is too big for his
pocket
Any other feedback
§ Asked if there is any problem if he wants to switch to Phone A from his existing phone
ILLUSTRATIVE
User Feedback – Example

27
USER FEEDBACK TEMPLATE
Test your prototype by getting feedback from users
Test Phase Deliverable
USER FEEDBACK
Customer profile / background
Pros of concept / prototype Cons of concept / prototype
Any other feedback

Lessons Learned
1. Learning point 1
2. Learning point 2
3. Learning point 3
4. …

Project Summary
§ Business problem
§ Design challenge
- POV
- HMW
§ Solutions implemented
§ Results achieved
- Tangible results
- Intangible results
§ Future plans

Operational Excellence Consulting is a management training and consulting
firm that assists organizations in improving business performance and
effectiveness. Based in Singapore, the firm’s mission is to create business
value for organizations through innovative design and operational
excellence management training and consulting solutions. For more
information, please visit www.oeconsulting.com.sg

Design Thinking Project Template

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