Rapid Design Thinking Template EMPATHY MAP THINKS SAYS

Rapid Design Thinking Template EMPATHY MAP THINKS SAYS TARGET POINT OF VIEW (POV) STATEMENT We spoke with the customer and they said: needs a way to [Describe USER] FEELS DOES OBSERVE INFER surprisingly / because / but… [user’s NEED] [INSIGHT] Empathize We met Test Define We were amazed to learn that It would be game changing if we can Prototype How about we: Ideate [Describe USER] [user’s NEED] [INSIGHT] HOW MIGHT WE (HMW) STATEMENT How might we:

Rapid Design Thinking for: EMPATHY MAP THINKS SAYS [text] [Customer name] TARGET POINT OF VIEW (POV) STATEMENT [text] We spoke with the customer and they said: [text] needs a way to [Describe USER] [text] FEELS DOES OBSERVE surprisingly / because / but… [user’s NEED] [text] INFER [INSIGHT] Empathize We met Test Define We were amazed to learn that It would be game changing if we can Prototype How about we: [text] Ideate [text] [Describe USER] [text] [user’s NEED] [text] [INSIGHT] HOW MIGHT WE (HMW) STATEMENT How might we: [text]

Example Rapid Design Thinking for: abc Deli’s regulars Background story: abc Deli is a make-your-own salad deli in the central business district that is popular for its wide selection of ingredients (average around 40~50) and simple three tier (hence abc, currently 2/4/8 cents per gram) ingredient pricing. Lunch time order queues could be long particularly with the social distancing measures, and the store has been encouraging customers to pre-order via a storebranded app. However, adoption has been slow among regulars. EMPATHY MAP THINKS I know I should It’s alright, I don’t register my favorite mind the queuing, combo as it’s a oneand my order’s too time thing and next complicate for the time it will save me app anyways ha. TARGET time but… ha! SAYS abc [Customer name] Jackson, late 30 s, banker, regular (23 x week) We spoke with the customer and they said: [We had our app developer build a prototype of the QR code idea and tested it on Jackson and four other regulars. ] Lo and behold, so far four of the customers including Jackson have placed their next orders on the app and some are already repeat app users! Jackson has tried the app but he gave up completing his order and continues to queue up instead DOES OBSERVE We spoke with Jackson and he said he loved the idea – it was a painpoint for him to manually select his 18 favourite ingredients and choice of dressing on the app, so the QR code populating all of that into the app was a relief to him. And he obviously likes the time saving of just picking up his order from the counter. One suggestion he made was a save function of the special order text box. He said that he didn’t mind typing “extra pepper and vinegar” in his order every time since it’s short, but would be nice to have that text saved in the “my favorite” function. Good point and let’s reflect that. …somehow I have a mental barrier on imagining my salad and building the order on the app… FEELS POINT OF VIEW (POV) STATEMENT [text] needs a way to [Describe USER] [text] INFER [INSIGHT] Empathize Test We met Jackson who is a 2 -3 x week regular We were amazed to learn that Jackson actually has tried ordering on the app once but gave up because he found his usual 18 ingredients [user’s NEED] combo to complicated to order Define It would be game changing if we can Prototype How about we: While we continue the effort to make the app UI better, a low hanging fruit seems to be an outside of the app menu building solution. surprisingly / because / but… [user’s NEED] Ideate [Describe USER] find a way to get over the first hump of ordering as we do have a save your favorite combo function in the app. [INSIGHT] HOW MIGHT WE (HMW) STATEMENT How might we: How about we create a QR code based on their in-store order and let them scan that into the app for their next order? § make the app interface less crowded and tedious to use with our big choices We already have an app to POS (point-of-sales system) order flow linkage in place, so we just have to reverse that and sandwich in a QR code generator and print on receipt function, right? § make it easier to imagine what the final salad is going to look like? of ingredients? § make the first order easier? § find a way to input the order without building it on the app?