trends and showing it to users using
visualization tools.
Module 4: On Focus: Target Areas of
Implementation
Enterprise Systems
 These are systems that are used to aid
businesses in business operations/processes
execute smoothly and successfully to
achieve the businesses’ goals.
 Enterprise systems can be a transaction
processing system, management information
system, decision support system and the like a
suite called Enterprise Resource Planning
(ERP) System
Types of Enterprise Systems
 Business Intelligence (BI)
 Business Process Management (BPM)
 Content Management System (CMS)
 Customer Relationship Management (CRM)
 DataBase Management System (DBMS)
 Enterprise Resource Planning (ERP)
 Enterprise Asset Management (EAM)
 Human Resource Management (HRM)
 Knowledge Management (KM)
 Low-code Development Platforms (LCDP)
 Product Data Management (PDM)
 Product Information Management (PIM)
 Product Lifecycle Management (PLM)
 Supply Chain Management (SCM)
 Software Configuration Management (SCM)
 Networking and Information Security
 Intrusion Detection Prevention (IDS)
 Software Defined Networking (SDN)
 Security Information Event Management
(SIEM)
Business Intelligence System
 Business Intelligence System helps users with
statistical analysis of data by analyzing data
from users, processing it into patterns or
It helps in making mid to upper-level
management coming up with a strategic
business decision.
Business Process Management System
 A BPM application is a tool that allows
organizations to manage, automate, and
optimize their recurring business processes.
 Business process management applications
generally consist of a customizable digital
form to collect information for the process
and an automated workflow of tasks to
 process the information.

Customer Relationship Management System
 CRM is an application that lets businesses
provide continuous healthy relationship to
its customers by consistently providing
high quality of customer services like
customer support, customer interactions,
marketing and the like.
Enterprise Resource Planning System
 Enterprise Resource Planning system is a
cross-functional information system that
provides organization-wide coordination
and integration of the key business
processes and helps in planning the
resources of an organization. [2]
Human Resource Management System
 A system for human resource processes
such as job hiring, employee records
management, attendance checking,
employee performance and promotion
monitoring, .and payroll.
Supply Chain Management System
 Supply Chain Management is
management of the flow of goods, data,
and finances related to a product or
service, from the procurement of raw
materials to the delivery of the product at
its final destination.
Note: In planning, designing, developing and
implementing enterprise systems, it is
important to identify the business
processes and the business goals
Computer Game System
 It is an emotional artefact used through a
series of structured interactions
o Common Game Genre
Adventure
Story-driven and have one or more central
characters.
Action
Games that test players’ dexterity, reaction
time and quick-wittedness under pressure
Word Games
A subgenre of Puzzle/Guessing Games but
focuses mainly on utilizing words as the
main ingredient of the challenge.
Puzzle/Guessing Game
Games that involve logic, problem solving,
pattern matching, or all of the above.
Role Playing Games
Similar to adventure games, but are
normally defined more by the growth of the
main character throughout the course of the
game’s story
Strategy
Involves careful planning, resource
management, and decision making and the
level of minutia the player must maintain.
Simulation
It emulate real or fictional reality, to
simulate a real situation or event.
Board/Card Based Games
Usually a digital version of a real-world
game. These games use boards or cards.
Idle Games
These are simplified games that involve
minimal player involvement, such as
clicking on an icon over and over. These
keep players engaged by rewarding those
who complete simple objectives.
Sports Games
It simulate sports like golf, football,
basketball, baseball, soccer, skiing, darts and
pool.
Vehicles
These games revolve around the operation
of a vehicle on land, in water, in air, or in
space.
Network Design Solution
 A solution which is a design of network to
provide consistent, high speed
connectivity between devices.
 It is achieved by careful planning,
thorough research, effective construction,
consistent monitoring and responsive
maintenance.
Example of Network Design Solutions
 Structured Cabling Systems
It is the site analysis, cable management
design, data and voice cable installations,
and vendor-specific cable configurations
 Remote Network Monitoring
Used to monitor the network of an
organization from a separate secure
network monitoring facility.
 Home & Office Network
A network solution for small scale group
of devices in which high-end network
companies are tapped to provide an
efficient network.
 Enterprise Network
A network solution provided to strengthen
the business and IT processes.
Summary
Enterprise Systems are systems that are used
to aid businesses in business
operations/processes execute smoothly and
successfully to achieve the businesses’
goals.
Computer Game Systems are emotional
artefact used through a series of structured
interactions.
Network Design Solution is a solution which
is a design of network to provide consistent,
high speed connectivity between devices.
Module 5: Design Thinking
Definition:
 Design Thinking is an iterative
process in which we seek to
understand the user, challenge
assumptions, and redefine problems
in an attempt to identify alternative
strategies and solutions that might
not be instantly apparent with our
initial level of understanding.
 Design Thinking provides a solution-
based approach to solving problems.
Fundamental Principles
 Design Thinking starts with
empathy, a deep human focus, in
order to gain insights which may
reveal new and unexplored ways
of seeing, and courses of action
to follow in bringing about
preferred situations for business
and society.
 It involves reframing the
perceived problem or challenge
at hand, and gaining
perspectives, which allow a more
holistic look at the path towards
these preferred situations.
 It encourages collaborative,
multidisciplinary teamwork to
leverage the skills, personalities
and thinking styles of many in
order to solve multifaceted
problems.
 It initially employs divergent
styles of thinking to explore as
many possibilities, deferring
judgment and creating an open
ideations space to allow for the
 maximum number of ideas and
points of view to surface.
 It later employs convergent styles
of thinking to isolate potential
solution streams, combining and
refining insights and more
mature ideas, which pave a path
forward.
 It engages in early exploration of
selected ideas, rapidly modelling
potential solutions to encourage
learning while doing, and allow
for gaining additional insight into
the viability of solutions before
too much time or money has
been spent
 Tests the prototypes which
survive the processes further to
remove any potential issues.
 Iterates through the various
stages, revisiting empathetic
frames of mind and then
redefining the challenge as new
knowledge and insight is gained
along the way.
 It starts off chaotic and cloudy
steamrolling towards points of
clarity until a desirable, feasible
and viable solution emerges.
Stages of Design Thinking
1. Empathize
 A stage to gain an empathic
understanding of the problem
you are trying to solve.
 It allows design thinkers to
set aside their own
assumptions about the world
in order to gain insight into
users and their needs.
2. Define the problem
 It helps the designers in your
team gather great ideas to
establish features, functions,
and any other elements that
will allow them to solve the
problems or, at the very least,
allow users to resolve issues
themselves with the
minimum of difficulty.
3. Ideate
 The identification of new
solutions to the problem
statement you’ve created, and
you can start to look for
alternative ways of viewing
the problem.
4. Prototype
 A number of inexpensive,
scaled down versions of the
product or specific features
found within the product are
produced in this stage, so
they can investigate the
problem solutions generated
in the previous stage.
5. Test
 Here is where developers or
evaluators test the complete
product using the best
solutions identified during
the prototyping phase.
 This is an iterative process
Summary:
 Design Thinking is an iterative
process in which we seek to
understand the user, challenge
assumptions, and redefine problems
in an attempt to identify alternative
strategies and solutions that might
not be instantly apparent with our
initial level of understanding.
 There are underlying fundamental
principles in Design Thinking that
supports its 5 stages.
 The 5 stages of Design Thinking are
Empathy, Define, Ideate, Prototype
and Test.
MODULE 6: EMPATHIZE with the Users
Empathize
 A stage to gain an empathic
understanding of the problem you
are trying to solve.
 It allows design thinkers to set aside
their own assumptions about the
world in order to gain insight into
users and their needs
 The process which involves
developing a sense of empathy
towards the people you are designing
for, to gain insights into what they
need, what they want, how they
behave, feel, and think, and why they
demonstrate such behaviors,
feelings, and thoughts when
interacting with products in a real-
world setting.
Empathizing Methods
1. Assuming a Beginner’s Mindset
-Designer’s should do their best to leave
their own assumptions and experiences
behind when making observations of the
users.
 Never judge what you observe
 Question everything – even if you
may say you know the answer
 Really listen what the others (users
and co-designer) are saying.
2. Ask What? How? Why?
 By asking the three questions —
What? How? Why? — designers can
move from concrete observations
that are free from assumptions to
more abstract motivations driving the
actions they have observed.
What How Why
Record the Analyze Make
details how the educated
person is guesses
doing what regarding
he/she is the
doing. person’s
motivations
and
emotions.
3. Photo and User-based Video Studies
 This is used to uncover needs that
the users did not realize they needed.
 It can help guide your innovation
efforts, identify the right end users to
design for, and discover emotions
that guide behaviors.
 Users are photographed or filmed
either: (a) in a natural setting; or (b)
during sessions with the design team
 or consultants users hired to gather
information.
4. Personal and Video Photos Journals
 The users are asked by the designers
to make logs of their day-to-day
activities especially with the ones
when or where they encounter the
problem.
 It is used to have personal
experiences and user stories without
the interruption or presence of the
designer.
5. Interview
 Mostly structured method of
gathering information from users
where set of questions are prepared
to understand the needs, hopes,
desires, and goals.
 The questions can be Open-Ended
Questions or Closed Questions.
Open-Ended Closed
Well-suited for Used when all of the
getting opinions answers can be
listed as choices
e.g. How exactly are e.g. Is it hard for
you able to find your to find items in
items in your house? your house?
6. Engaging with Extreme Users
 By focusing on the extremes, you
will find that the problems, needs
and methods of solving problems
become magnified.
 The extreme user refers to a user that
utilizes the current system’s
functions to the maximum level, like
a user that shops on an online app for
24/7 for a volume of different items
and do all modes of payments.
 Identify first extreme users, engage
with this group to establish their
feelings, thoughts and behaviors, and
then look at the needs you might find
in all users.
7. Analogous Empathy
 The use of analogy in developing
new insights.
 Analogies are used to compare two
or more scenarios which helps the
designers open up their eyes and
deepen their understanding.
 Methods that can be done:
o comparing your problem and
another in a different field
o creating an 'inspiration board'
with notes and pictures
o focusing on similar aspects
between multiple areas
8. Sharing Inspiring Stories
 Design team members will be
sharing their research, , from field
studies, interviews, etc., to speed on
progress, draw meaning from the
stories, and capture interesting
details of the observation work.
9. Body Storming
 Bodystorming is the act of physically
experiencing a situation in order to
 immerse oneself fully in the users’
environment.
 This requires a considerable amount
of planning and effort, as the
environment must be filled with the
artifacts present in the real-world
environment, and the general
atmosphere/feel must accurately
depict the users’ setting.
 It puts the team in the users’ shoes,
thereby boosting the feelings of
empathy we need as designers in
order to come up with the most
fitting solutions.
Empathy Map
 It allows you to sum up your
learning from engagements with
people in the field of design
research.
 The map provides four major areas
in which to focus our attention on,
thus providing an overview of a
person’s experience.
 An Empathy Map consists of four
quadrants. The four quadrants reflect
four key traits, which the user
demonstrated/possessed
Empathy Map: Best Practice
Step 1: Fill out the Empathy Map
Step 2: Synthesize NEEDS
Step3. Synthesize INSIGHTS
Step 1: Fill out the Empathy Map
 Lay the four quadrants out on a table,
draw them on paper or on a
whiteboard.
 Review your notes, pictures, audio,
and video from your
research/fieldwork and fill out each
of the four quadrants while defining
and synthesizing:
o What did the user SAY? Write
down significant quotes and key
words that the user said.
o What did the user DO? Describe
which actions and behaviors you
noticed or insert pictures or
drawing.
o What did the user THINK? Dig
deeper. What do you think that
your user might be thinking?
What are their motivations, their
goals, their needs, their desires?
What does this tell you about his
or her beliefs?
o How did the user FEEL? What
emotions might your user be
feeling? Take subtle cues like
body language and their choice
of words and tone of voice into
account.
Step 2: Synthesize NEEDS
 Synthesize the user’s needs based
on your Empathy Map. This will
help you to define your design
challenge.
 Needs are verbs, i.e. activities
and desires. Needs are not nouns,
which will instead lead you to
define solutions.
 Identify needs directly from the
user traits you noted. Identify
 needs based on contradictions
between two traits, such as a
disconnection between what a
user says and what the user does.
 Use the American psychologist
Abraham Maslow’s Hierarchy of
Needs to help you understand
and define which underlying
needs your user has.
 Consult all five layers in
Maslow’s Pyramid to help you
define which needs your user is
primarily focused on fulfilling.
Start reflecting on how your
product or service can help fulfill
some of those needs.
 Write down your user’s needs.
Step3. Synthesize INSIGHTS
 An “Insight” is your remarkable
realization that can help you to solve
the current design challenge you’re
facing.
 Look to synthesise major insights,
especially from contradictions
between two user attributes. It can be
found within one quadrant or in two
different quadrants. You can also
synthesise insights by asking
yourself: “Why?” when you notice
strange, tense, or surprising
behaviour.
 Write down your insights.
Empathy Map: Steps
Step 1: Define the scope and purpose
Step 2: Conduct relevant research
Step 3: Fill out your empathy map
Step 4: Analyze the quadrant data
Step 5: Identify your users’ needs
Summary
 Empathize is the process which
involves developing a sense of
empathy towards the people you are
designing for, to gain insights into
what they need, what they want, how
they behave, feel, and think, and why
they demonstrate such behaviors,
feelings, and thoughts when
interacting with products in a real-
world setting.
 The Empathizing Methods that you
can use are Assuming a Beginner’s
Mindset, Ask What? How? Why?,
Personal Photos and Video Journals,
Photo and Video User-based Studies,
Interview, Engaging with Extreme
Users, Analogous Empathy, Sharing
Inspiring Stories, Body Storming.
 Empathy Map allows you to sum up
your learning from engagements
 with people in the field of design
research.
MODULE 7: DEFINE the Problem and
Interpret the Results
Define the Problem
 It helps the designers in your team
gather great ideas to establish
features, functions, and any other
elements that will allow them to
solve the problems or, at the very
least, allow users to resolve issues
themselves with the minimum of
difficulty.
 Defining the problem aids in making
a guiding concept of what you
should do to solve the problem of the
users.
 A good problem statement opens the
doorway to ideation process.
Analysis
 It is about breaking down complex
concepts and problems into smaller,
easier-to-understand constituents.
 It starts with stage 1, Empathize.
Example:
The collected data during Empathize are
looked into its details. Either separating,
grouping, sorting, removing some details in
order to see the whole picture of the
scenario.
Synthesis
 It involves creatively piecing the
puzzle together to form whole ideas.
 Synthesis happens when you
interpret the organized data from
empathizing with your users.
MODULE 8: IDEATION
Stages of Design Thinking: Overview
 Empathize
 Define
 Ideate
 Prototype
 Test
Ideate
 The identification of new solutions
to the problem statement you’ve
created, and you can start to look for
alternative ways of viewing the
problem.
 The main aim of the Ideation stage is
to use creativity and innovation in
order to develop solutions.
 The aim is to generate a large
quantity of ideas that the team can
then filter and cut down into the best,
most practical or most innovative
ones in order to inspire new and
better design solutions and products.
Ideation will help you to:
 Ask the right questions and innovate
with a strong focus on your users,
their needs, and your insights about
them.
 Step beyond the obvious solutions
and therefore increase the innovation
potential of your solution.
 Bring together perspectives and
strengths of your team members.
  Uncover unexpected areas of influence and input; and finally be
innovation. able to utilize these commonalities to
 Create volume and variety in your build solutions.
innovation options.  Curiosity- Be willing to ask
 Get obvious solutions out of your uncomfortable, silly or even crazy
heads, and drive your team beyond questions. Be willing to explore and
them. experience, in order to understand
and learn something new and
Characteristics for Successful Required different.
Ideation:
 Adapting - Be able to switch how
you see, understand, and extend Ideation Methods
thinking as new input gets generated.
 Methods used to inspire a number of
 Connecting- Be able to connect ideas from the team.
seemingly unrelated concepts,
attributes or themes in order to create
 Brainstorm
new possibilities.
 Braindump
 Disrupting- Be able to overturn
 Brainwrite
commonly held beliefs, assumptions
 Brainwork
or norms in order to re -think
 Challenge Assumptions
conventional approaches.
 SCAMPER
 Flipping- Turn dead-ends or
deadlocks into opportunities by  Mindmap
flipping them over or rapidly  Sketch or Sketchstorm
changing direction towards greater  Storyboard
viability.  Analogies
 Dreaming and Imagining- Be able  Provocation
to visualize a new picture of reality  Movement
by turning abstract needs into  Bodystorm
tangible pictures or stories, thereby  Gamestorming
allowing the space required for  Cheatstorm
inventing bridges to that reality.  Crowdstorm
 Experimental- Be open and curious  Co-Creation Workshops
enough to explore possibilities and  Prototype
take risks; be willing and eager to  Creative Pause
test out ideas and eager to venture
into the unknown.
 Recognize Patterns- Seek to spot Brainwrite
common threads of meaning, and
ways of seeing, doing and behaving;  An activity where all ideas are
be able to recognize attributes or recorded by the individual who
shared values across a spectrum of thought of them. They are then
passed on to the next person who
 uses them as a trigger for their own
ideas
Identifying a Good Problem Statement
What is a Problem Statement?
 It will guide you and your team and
provides a focus on the specific
needs that you have uncovered.
What Makes a Good Problem Statement?
 Human-Centered- The problem
statement should be about the people
the team is trying to help, rather than
focusing on technology, monetary
returns or product specification.
 Broad enough for Creative
Freedom- The problem statement
should not focus too narrowly on a
specific method regarding the
implementation of the solution. It
should not list technical
requirements.
 Narrow enough to Make it
Manageable- Problem statements
should have sufficient constraints to
make the project manageable.
How to Problem Define the Statement?
Space Saturate and Group and Affinity
Diagrams – Clustering and Bundling Ideas
1. Designers collate their observations
and findings into one place, to create
a collage of experiences, thoughts,
insights, and stories.
2. The term 'saturate' describes the way
in which the entire team covers or
saturates the display with their
collective images, notes,
observations, data, experiences,
interviews, thoughts, insights, and
stories in order to create a wall of
information to inform the problem-
defining process.
3. It will then be possible to draw
connections between these individual
elements, or nodes, to connect the
dots, and to develop new and deeper
insights, which help define the
problem(s) and develop potential
solutions.
Empathy Mapping
Said Did
Thought Felt
 An empathy map consists of four
quadrants laid out on a board, paper
or table, which reflect the four key
traits that the users
demonstrated/possessed during the
observation stage.
 Determining what the users said and
did are relatively easy; however,
determining what they thought and
felt is based on careful observation
of how they behaved and responded
to certain activities, suggestions,
conversations etc. (including subtle
cues such as body language
displayed and the tone of voice
used).
Point Problem of View Statement Why-How Laddering
 A Point Of view (POV) is a  Designers seek to define the
meaningful and actionable problem problem, and will generally ask why.
statement, which will allow you to Designers will use why to progress
ideate in a goal-oriented manner. to the top of the so-called Why-How
 A POV involves reframing a design Ladder where the ultimate aim is to
challenge into an actionable problem find out how you can solve one or
statement. more problems
 You articulate a POV by combining
Why How
these three elements – user, need,
and insight.
To get abstract To get specific
Example: statements. statements.

[User . . . (descriptive)] needs [need . . . e.g. Why are children e.g. How do games
(verb)] because [insight. . . (compelling)] are more into games entice children in
than studying? keeping to play?

“How Might We” Questions

Summary
 How Might We (HMW) questions
 Defining the problem helps the
are questions that have the potential
designers in your team gather great
to spark ideation sessions such as
ideas to establish features, functions,
brainstorms.
and any other elements that will
 They should be broad enough for a
allow them to solve the problems or,
wide range of solutions, but narrow
at the very least, allow users to
enough that specific solutions can be
resolve issues themselves with the
created for them. “How Might We”
minimum of difficulty
questions should be based on the
 Analysis and Synthesis are the steps
observations you’ve gathered in the
that helps in the crossover from
Empathize stage of the Design
Empathizing with the Users to
Thinking process.
Defining the Problem.
Example  Analysis is about breaking down
complex concepts and problems into
You observed that children are easier to be
smaller, easier-to-understand
enticed by games than by studying.
constituents and Synthesis happens
1. How might we make studying when you interpret the organized
methods more fun and interesting? data from empathizing with your
2. How might we enable game features users.
like reward and punishment system  A good problem statement is human-
in studying? centered, broad enough for creative
freedom and narrow enough to make
 it manageable, to give you focus on
what your users needs.
 Among of the ways to make a good
problem statement are Space
Saturate and Group and Affinity
Diagrams, Empathy Mapping, Point
of View, ”How Might We”
Questions, and Why-How
Laddering.