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By Rachel Karolis  A Journey of Discovery

A Journey of Discovery

I enrolled on this course to expand my understanding of design thinking.  In my current role I  work at a Leisure Centre, good communication, good service for customers and staff are our  main goal.  Over the last month I have learnt importance skills which are essential for my job.   I find it fascinating that now whenever I approach an issue I think to myself, what is? What if?  What wows? And what works?  These important elements has encouraged me to think and  communicate more with my colleagues.  I now find myself sitting down with my colleagues  and drawing mind maps and engaging with customers and staff, asking them what they want,  instead of us just assuming that we know what they want.

The Learning Launch module, presented by Benjamin Ahmed was engaging, powerful and eye  opening.  When approaching a project my first tactic was to draw up a business plan.   According to Hess this is not necessary.  The best approach is to experiment.  As he explained,

“Fast, cheap experiments are ‘Learning Launches’.  Learning Launches test key customer,  execution and defensibility assumption.”

Hess demonstrated the process of the learning launch.  Showing that this method was not only  important but it allowed companies to quickly engage with the customers and to test new  produces, making failure cheap.  Therefore giving you the chance to see what works and what  wows.

As part of my project I was asked to focus on customer service.  How could I improve their  experience within the Centre and ways to bring more business.  I approached this by focussing  on the staff first.  If the staff are not happy then the customers are not going to be happy.  I took  a LEAN approach, asking staff what’s good, what’s a pain and what needs improving within  the Centre.  Discussing my results with my boss led to further communication with staff,  circulating the results, allowing them to add any further comments to this.  A workshop was  then introduced.  The staff could speak freely, asking them to look at the feedback, focussing  on the four W’s.  We were then able to create ideas to produce a few good growth initiatives  that may result to a big “needle movement”.  The next step for this project is to use this  approach with the customers, to get them involved in our design thinking.  By moving to this  method we can focus on the persons specific needs and then meet them.

For learning launch to continue to grow within my establishment we need to persist with a clear  growing mindset.  Communication being the key element to any business, at the Centre this is  more so as many staff are on different shifts.  Therefore as part of my learning I have conducted  monthly meetings with all team leaders.  Discussing any issues, how to improve their areas and  how we can think outside the box but still keeping quality data.


P a g e | 1 By Rachel Karolis A Journey of Discovery A Journey of Discovery I enrolled on this course to expand my understanding of design thinking . In my current role I work at a Leisure Centre , good communication , good service for customers and staff are our main goal . Over the last month I have learnt importance skills which are essential for my job . I find it fascinating that now whenever I approach an issue I think to myself , what is ? What if ? What wows ? And what works ? These important elements has encouraged me to think and communicate more with my colleagues . I now find myself sitting down with my colleagues and drawing mind maps and engaging with customers and staff , asking them what they want , instead of us just assuming that we know what they want . The Learning Launch module , presented by Benjamin Ahmed was engaging , powerful and eye opening . When approaching a project my first tactic was to draw up a business plan . According to Hess this is not necessary . The best approach is to experiment . As he explained , “ Fast , cheap experiments are ‘ Learning Launches ’ . Learning Launches test key customer , execution and defensibility assumption . ” Hess demonstrated the process of the learning launch . Showing that this method was not only important but it allowed companies to quickly engage with the customers and to test new produces , making failure cheap . Therefore giving you the chance to see what works and what wows . As part of my project I was asked to focus on customer service . How could I improve their experience within the Centre and ways to bring more business . I approached this by focussing on the staff first . If the staff are not happy then the customers are not going to be happy . I took a LEAN approach , asking staff what ’s good , what ’s a pain and what needs improving within the Centre . Discussing my results with my boss led to further communication with staff , circulating the results , allowing them to add any further comments to this . A workshop was then introduced . The staff could speak freely , asking them to look at the feedback , focussing on the four W ’s . We were then able to create ideas to produce a few good growth initiatives that may result to a big “ needle movement ” . The next step for this project is to use this approach with the customers , to get them involved in our design thinking . By moving to this method we can focus on the persons specific needs and then meet them . For learning launch to continue to grow within my establishment we need to persist with a clear growing mindset . Communication being the key element to any business , at the Centre this is more so as many staff are on different shifts . Therefore as part of my learning I have conducted monthly meetings with all team leaders . Discussing any issues , how to improve their areas and how we can think outside the box but still keeping quality data .