This document discusses a course on innovation and design thinking. The objectives are to explain design thinking concepts for product and service development, discuss the fundamental concepts of innovation and design thinking, and explain how to implement design thinking in real world projects. Customer journey maps are used to understand the customer experience across interactions with a business to identify areas for improved design. The course emphasizes looking outside normal contexts for new ideas.

1. INNOVATION and DESIGN THINKING
Course objectives:
1. To explain the concept of design thinking for product and service development
2. To explain the fundamental concept of innovation and design thinking
3. To discuss the methods of implementing design thinking in the real world.

20. Video ABC Nightline - IDEO Shopping Cart2

24. Customer journey maps are used to map the relationship between a customer and an organization over time
and across all channels on which they interact with the business. Design teams use customer journey maps to
see how customer experiences meet customers’ expectations and find areas where they need to improve
designs.

28. Look outside your context,