By the end of the training, participants will be: able to apply design thinking techniques to drive innovation and find effective solutions to challenges.

Module 1: Introduction to Design Thinking Understanding the fundamentals of design thinking and its relevance in problem-solving  Exploring the key principles of empathy, human-centeredness, and iteration  Examining successful case studies of design thinking in action  Identifying the stages of the design thinking process Module  Module 2: Empathize and Define Developing empathetic understanding through user research and observation  Conducting interviews and creating user personas  De¬ning the problem statement and reframing the challenge  Utilizing tools like journey mapping and empathy mapping  Module 3: Ideate  Generating a wide range of ideas through brainstorming and ideation techniques  Encouraging wild ideas and suspending judgment  Using methods like mind mapping, SCAMPER, and the Fly on the Wall technique  Collaborative idea generation and building on the ideas of others  Module 4: Prototype Translating ideas into tangible prototypes or representations  Utilizing low-¬delity prototyping techniques  Iterating and refining prototypes based on feedback  Emphasizing the importance of rapid prototyping and learning through experimentation  Module 5: Test and Iterate Conducting user testing and gathering feedback on prototypes  Analyzing and interpreting user feedback  Iterating and re¬ning prototypes based on user insights  Emphasizing the iterative nature of design thinking and the importance of continuous improvement

Banking and financial services professionals interested in exploring the world of innovation and design thinking, particularly those working in Customer Experience CX and focusing on the Customer Journey, as well as improving work processes.