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 
• Defining 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.