Design Thinking for Innovation

1. Challenge: I am working as a sales and communications intern at my company

and my challenge is to reduce the customer complaints and increase our

customer service. Increasing the customer service and attending to customers

quickly with better solutions will imp[rove the sales for the company and to

retain the customers. This will also help in building the brand and generating

loyal customers. The project scope include the sales team which comprises of

6 employees and the whole of training team in some way because they

constitute to the major department of the company. My company teaches

coding to kids in the age group 7-17 online, and our customers are usually the

parents of these kids. Lack of proper internal communication has led to

delayed responses to the customers which in turn harm the revenue and

growth of the company.

2. Selection: To solve this problem of lack of communication and to improve

customer service, I am choosing the learning launch tool of design thinking to

eradicate this problem and come up with better solutions. Learning launch will

help us in quickly testing an idea or prototype and come up with better results.

This will also help us in brainstorming all the ideas so see which one actually

works to its full potential.

3. Application: While applying the learning launch, we ﬁrst focused on the

structure/ execution of our internal communications network. We wanted to

see if we can modify our already existing communications network or do we

have to invest in a whole new network. This tested our assumption that the

ﬂaw was in our existing mode of communication. We were using one software

which was not very eﬀective in communicating with the team members. We

found out that there was a gap in communication between the training team

and the sales team. Thus, in the learning launch segment, both our teams went

through a 4-5 hours long session where we discussed about the expectations

of each team and found answers for the concerns generally raised by the

parents. We then shifted to a new software for internal communication where

every member of all the teams was part of and everyone had access to all the

data related to any customer. There was a one-day workshop conducted to

make us familiarise with the new software. The next time when we applied

learning launch techniques, it was to improve the transparency between both

the teams so that everyone knows the growth of any lead.

4. Insight: By using the learning launch tool, we identiﬁed our assumptions and

then designed launches to test these assumptions. It helped in brainstorming

so many new ideas. Learning launch helped us in turning our doubts into truth.

We anticipated a result as to why there was a delay in responding to the

customers, and after using the learning launch technique, it made it clear. The

delay was because of lack of proper communicating channel and lack of

access to real time data. Moving forward now, we have understood our ﬂaw

and both the teams are gonna review this night that we gained from this tool d

incorporate it not future launch designs.

5. Approach: Looking at our problem, I think learning launch is the best tool for

both the teams to move forward and eradicate the problem which was lurking

before. Future launch designs will reﬂect the insight that we gained from this

launch. It will also show how far we have come in solving our problem and give

us more potential to carry out more such innovative design thinking tools and

activities.


Design Thinking for Innovation 1 . Challenge : I am working as a sales and communications intern at my company and my challenge is to reduce the customer complaints and increase our customer service . Increasing the customer service and attending to customers quickly with better solutions will imp[rove the sales for the company and to retain the customers . This will also help in building the brand and generating loyal customers . The project scope include the sales team which comprises of 6 employees and the whole of training team in some way because they constitute to the major department of the company . My company teaches coding to kids in the age group 7 - 17 online , and our customers are usually the parents of these kids . Lack of proper internal communication has led to delayed responses to the customers which in turn harm the revenue and growth of the company . 2 . Selection : To solve this problem of lack of communication and to improve customer service , I am choosing the learning launch tool of design thinking to eradicate this problem and come up with better solutions . Learning launch will help us in quickly testing an idea or prototype and come up with better results . This will also help us in brainstorming all the ideas so see which one actually works to its full potential . 3 . Application : While applying the learning launch , we ﬁrst focused on the structure/ execution of our internal communications network . We wanted to see if we can modify our already existing communications network or do we have to invest in a whole new network . This tested our assumption that the ﬂaw was in our existing mode of communication . We were using one software which was not very eﬀective in communicating with the team members . We found out that there was a gap in communication between the training team and the sales team . Thus , in the learning launch segment , both our teams went through a 4 - 5 hours long session where we discussed about the expectations of each team and found answers for the concerns generally raised by the parents . We then shifted to a new software for internal communication where every member of all the teams was part of and everyone had access to all the data related to any customer . There was a one - day workshop conducted to make us familiarise with the new software . The next time when we applied learning launch techniques , it was to improve the transparency between both the teams so that everyone knows the growth of any lead . 4 . Insight : By using the learning launch tool , we identiﬁed our assumptions and then designed launches to test these assumptions . It helped in brainstorming so many new ideas . Learning launch helped us in turning our doubts into truth . We anticipated a result as to why there was a delay in responding to the customers , and after using the learning launch technique , it made it clear . The delay was because of lack of proper communicating channel and lack of access to real time data . Moving forward now , we have understood our ﬂaw and both the teams are gon na review this night that we gained from this tool d incorporate it not future launch designs . 5 . Approach : Looking at our problem , I think learning launch is the best tool for both the teams to move forward and eradicate the problem which was lurking before . Future launch designs will reﬂect the insight that we gained from this launch . It will also show how far we have come in solving our problem and give us more potential to carry out more such innovative design thinking tools and activities .