The Workshop

This hands-on course will guide you through the entire design process, from understanding a stakeholder group, discovering a need, and creating a solution to address it – whether that is a process, a service, a product, or an app. During the three days you will do research, create insights, and prototype and test solutions. Along the way you’ll learn practical tools to take back to your work, including research methods, synthesis approaches, user journey mapping, rapid ideation, and prototyping techniques.

Lectures are spread throughout the three days and are immediately followed by direct hands-on applications, research, prototyping, and individual and group coaching along the way. We will work according to a rapid design thinking process that puts the user at the center to create actionable, business-ready experience prototypes.

By the end of the workshop, you will be ready to apply this knowledge to your own work and push your organization forward. You’ll walk away with an expanded network, a new mindset, and a complete modular toolkit for tackling a wide range of challenges regardless of industry.



Over the course of three days, we will introduce you to fast, effective, and broadly applicable tools and techniques for prototyping solutions in both the digital and physical realm.

User Research

  • Digital Research: How to conduct effective research in times of COVID.
  • In-depth Interviews: Templates and structures for gaining deep user insights.
  • Probes & Activities: Preparing and using tools to facilitate interviews and generate rich artefacts.
  • Participatory Observation: Stepping into the user’s shoes to understand an experience or service end-to-end.

Analysis & Mapping

  • Research Synthesis: How to make sense of research by organizing and sharing findings through clustering techniques.
  • User Journey Mapping: A tried-and-true method for identifying pain points and highlights in an existing service experience.

Concept Generation

  • Insight generation: Techniques for distilling large amounts of data and complex information into actionable intelligence.
  • Opportunity finding: How to formulate designable questions from research-backed insights.
  • Rapid ideation: Tools for generating first large quantities, then high quality ideas.

Experience Prototyping

  • Paper prototyping: The fastest and cheapest way to get user feedback using standard office materials.
  • Fidelity planning: Choosing the correct level of fidelity at each iteration to get maximum user feedback with minimum intimidation.
  • Co-creation: A powerful tool to get input and buy-in from end users for specific design challenges.



Each workshop day begins at 9am and ends around 3:30pm. Two 15-minute coffee breaks and a one-hour lunch break are included.

 Preparation & Research [9:00-15:00]

AM: Introduction to design thinking; research tools & techniques

PM: Digital research; download; user journey mapping

 Synthesis & Concepts [9:00-15:00]

AM: Research analysis, insights, opportunities

PM: Ideation, concept development, prototyping

Day3Testing & Takeaways [9:00-15:00]

AM: Testing; advanced experience prototyping; iteration

PM: Introducing design thinking into your work environment; introduction to service design techniques; team presentations