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Design Thinking workshops – conducted remotely or in-person –
are essential to defining and delivering exceptional customer
experiences.
Remote Design Thinking workshops can perform the same
activities and accomplish the same goals as traditional work-
shops—with some minor modifications
During remote Design Thinking workshops be sure to leverage
the use of videoconferencing features and vendor platform
design activity and exercise templates
When facilitating a workshop, create and maintain an agenda
but stay flexible and fluid
▪
▪
▪
Design Thinking – the workshop-based methodology used by
design shops, consultants and thousands of companies around
the globe – has traditionally been practiced in large rooms filled
with facilitators, subject matter experts, business leaders and
other project stakeholders. All that workshop activity came to a
crashing halt in the middle of March 2020. As the workplaces
and offices we visited on a daily basis shut down, so did the
possibility of assembling in-person groups to perform the
activities that make up a Design Thinking workshop or a Design
Thinking-led project.
Key Insights
POINT OF VIEW
by Anthony Butler – Partner, CX Transformation, TCS and
Cory Fritzsching – Engagement Manager, CX Transformation, TCS
Design Thinking Goes Virtual
Much like the digital video-conferencing platforms that have become part
of our everyday lives (such as Zoom and Microsoft Teams), many online
tools have stepped into the spotlight to provide the capabilities required to
conduct Design Thinking workshops remotely. Some of these visual collab-
oration tools and platforms come highly recommended, like Miro and
MURAL. One of best things about these platforms is they come with a
substantial prepackaged library of Design Thinking activity and exercise
templates, most of which can be customized to fit the exact requirements
of your project.
In fact, many companies have had success using a variety of vendors for a
specific Design Thinking phase. For example:
Design Thinking uses a combination of user interviews, persona and scenario creation, prototyping and testing that embraces failure and rapid iterations to identify and develop essential criteria for successful product and service outcomes.
Amid our enthusiasm to embrace these new tools it is easy to lose sight of
the fact that remote Design Thinking workshops are – in many ways –
simply another online meeting. Just as much has been written about the
Zoom fatigue everyone has experienced over the last few months, Design
Thinking in a remote setting has a time limit on its productivity. In the past,
workshop attendees would happily contribute ideas and feedback from
8am to 6pm, as long as you kept everyone fed and scheduled enough
breaks for attendees to answer urgent emails and check in with their teams.
What we have found, however, is that most people simply do not have the
ability to focus and be productive on a single topic for an entire day in an
online setting.
Design Thinking: Online and On-the-clock
POINT OF VIEW POINT OF VIEW
Empathize: Typeform, Zoom, Creatlr
Define: Smaply, Userforge, MakeMyPersona
Ideate:SessionLab, Stormboard, IdeaFlip
Prototype:Boords, Mockingbird, POP (for mobile)
Design Thinking
Phase
Test:UserTesting, HotJar, PingPong
As a result, we find ourselves reducing workshop session times by up to
two-thirds. Short, time-boxed sessions that structure the flow and
motivate people to stay on time and on topic. One of the best ways to
accomplish this is to share the workshop agenda in advance – giving
participants a sneak peek into what they should expect during the
session. Also, allowing people to turn off their webcams during
scheduled breaks helps your participants feel they are not constantly
being scrutinized. (Remember to ask everyone to turn it back on when
your workshop starts up again.)
Figure 1. With remote workshops, you need to limit both the amount of time and the number of participants to get the best results. Our recent experience indicates around 12 attendees for your workshop is most effective and easily manageable.
Since your remote sessions will be shorter, you need to preserve as much
time as possible for Design Thinking exercises and playback, so it’s best to
send out a pre-work packet prior to the session. Pre-work is especially
beneficial for remote sessions because it allows you to jumpstart the
brainstorming process with attendees. Any workshop invite should also
include links to sign up in advance for any tools being used during the
workshop, along with instructional videos. This will save you time in
teaching the basics of tool usage during your workshop. When using a
Prepare for your remote Design Thinking workshop
POINT OF VIEW POINT OF VIEW
platform like MURAL, make sure to have all workshop templates and
activities planned out ahead of time and provide written directions in
the workspace for users to read and follow. It is also a good idea to have
a second or third facilitator – depending on the number of participants –
to help with on-the-fly directions, agenda changes, and any IT/connec-
tion issues. Just make sure to clearly communicate the roles of each
facilitator in prior to your workshop.
To get the most value from these workshops, a best practice that
ensures success in your project (service or product design) is to make
sure you use an experienced design thinking facilitator who
understands your larger business strategy and goals. This person leads
groups in working sessions that utilize design thinking methods,
including ice breaker exercises, structured brainstorming sessions,
innovation workshops, executive summits, design sprints, multi-day
workshops, and long-term projects.
In a remote session, ice breaker exercises are more important than ever.
With the compressed timeframe for remote workshops and new tools
for participants, ice breakers serve a dual purpose: Introduction to the
concepts and activities of Design Thinking plus the opportunity to learn
how online tools work. (Don’t assume everyone has watched the
instruction videos you sent out).
When deciding on your ice breaker exercise, consider how they provide
an opportunity for participants to introduce themselves in a fun way,
but also how it can inform what is expected from them during the
workshop. This is a great way to save time and get people involved from
the outset.
Tips to facilitate Design Thinking workshops remotely
POINT OF VIEW POINT OF VIEW
Post workshop you’ll want to make sure to schedule a read-out meeting
between your facilitators and your major client and project stakeholders.
While you would typically do this for any in-person workshop, in the
Be inclusive while brainstorming. During remote workshop session
playbacks, it’s okay to ask who wrote what and have them explain their
ideas. This provides facilitators the opportunity to understand the user
more intimately and their priorities for within a discrete task or interaction.
While we would never recommend holding a workshop without a detailed
agenda, workshop facilitators must be ready to think fast on their feet and
change things on the fly. Accept that agendas and activities may not go
exactly as you planned. Some exercises take longer than expected in
remote workshops than in person. You need to be able to adjust the
exercise or agenda in real time.
Design Thinking workshop follow-up activities
Figure 2. Remote workshop warm-up exercises include activities like “Genie in a Bottle,” where participants share three wishes with their fellow workshop attendees.
Own an animal sanctuary with
many cats, dogs, feeretts,
sloths, etc
Have enough money to retire my
whole family & buy them land
To change the world into the Harry Potter
universe
World PeaceOne billion
dollars
A really affectionate
cat
Enough $ to not worry
about $$ and live
comfortably
Own / live on my dream
boat
To be fluent in at least 3
languages
Have a dog that never
died
Solve Climate change
Get paid to travel the
world
Write a New York Times bestselling
novel
Own a healing center that
mixes western medicine with natural healing
modalities
Genie in a bottleIf you has three wishes, what would they be?
?Open a
business that is part breakfast
place / part aerial yoga
studio
Organic food costs same as “regular ” food Be fluent in Sanish See Every Ocean
▪▪▪
POINT OF VIEW POINT OF VIEW
case of a remote workshop you have some other things to consider
beyond the quality of your output.
For instance: How well did the technology perform? How well did your
agenda fit the length of the workshop session? Did you have to spend
more time teaching workshop tools, leaving less time to facilitate
innovation? These are a just a few of the questions you’ll find yourself
asking. This will be valuable information for refining your technology
support and preparing for your next workshop.
Remote Design Thinking recap: Learn by doing (virtually)
POINT OF VIEW POINT OF VIEW
There is one way in which Remote Design Thinking is very similar to
in-person workshops. To build your confidence and expertise, real-world
(albeit remote) experience is your best teacher. Define a set of problems
your customer needs solved, identify a couple of online tools you’re
comfortable with, and gather a group of participants willing to jump in
with both feet.
In this new world in which we find ourselves, people are becoming
increasingly more comfortable with a virtual mindset. And, we’re even
more convinced Remote Workshops will stand the test of time as a go-to
solution for your CX, marketing and business challenges long after we’re
all allowed to be in the same room together.
About Tata Consultancy Services Ltd (TCS)
Tata Consultancy Services is an IT services, consulting and business solutions organization that
delivers real results to global business, ensuring a level of certainty no other firm can match.
TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering
and assurance services. This is delivered through its unique Global Network Delivery ModelTM,
recognized as the benchmark of excellence in software development. A part of the Tata Group,
India’s largest industrial conglomerate, TCS has a global footprint and is listed on the National
Stock Exchange and Bombay Stock Exchange in India.
For more information, visit us at www.tcs.com
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Experience certainty. IT ServicesBusiness SolutionsConsulting
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POINT OF VIEW POINT OF VIEW