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Improving User Experiences with Design Thinking integrating Design into Business Innovation

Topic:ICT, Media & Design, Others

Course Type:Short & Modular Courses

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  • Course Date:

    28 Sep 2021 to 02 Oct 2021
  • Registration Period:

    01 Aug 2021 to 02 Aug 2021
  • Duration/Frequency:

  • Mode of Training:

  • Venue:

  • Funding:


*Please note that once the maximum class size is reached, the online registration will be closed.
You may register your interest, and would be notified if there is new run.

Course Objective

This workshop is designed to introduce Design Thinking fundamentals that will help business stakeholders create innovative solutions as well as equipping participants with essential skills to analyse, ideate and think creatively through visualizations, creating prototypes and innovating concepts/ideas.

  • Learning the Empathy Study Plan
  • Experience applying selected empathy study methods and tools
  • Developing the idea

Important Note: This course intake (SP-501516-230001) in October 2023 is only open to the Ministry of Home Affairs.

Course Outline

User Empathy - to uncover consumer insights that will help identify innovation opportunities with tools such as tools for empathy studies, data clustering,persona, and ways to uncover user needs.
Ideation- application of creative thinking in designing concepts/ideas that could meet the needs of the various stakeholders using various methods for idea generation.
Prototyping - introduction to various ways of prototyping as well as testing ideas through co-creation.

1. Introduction to Design Thinking Using Design Thinking to generate Creative Ideas to Customers What is design thinking (DT) and how it has helped companies enhance customer service experience
An overview of the DT process - sense and sensibility, ethnographic research, the power of creativity in innovation.

2. Introduction to Design Thinking Methodologies and Understanding Customers' Needs Building up empathy for customers
Using the 2nd Sight in observations
Introduction to In-depth Interview
Using the POEMS framework
Ways on how to identify good interviews findings through good questioning techniques

3. Conducting Ethnographic Research

4. Design Thinking in Action - Taking Customers interview to gain insights for service innovation (Service and Product Innovation Opportunity)
Identification of User's Needs
Clustering of Customer's Needs
Identification of Key User Needs
Crafting Customer's Persona
Journey Experience Mapping

5. Exercising your creativity to design innovative concepts (Concept creation and Prototyping) Introduction to Concept Ideation
Concept Development
Story boarding to enhance customer experience

6. Putting your Innovation into Action!
(a) Co-creation to Iteration - Gathering feedback to improve on ideas Gallery Walk to gather feedback
Making plans to enhance your customer's experience with your final concept (b) Integrating your concept into a business model
Introduction to a business model canvas and its nine building blocks Populating your own business model canvas

Minimum Requirements


Certification / Accreditation

• Certificate of Attendance (electronic Certificate will be issued)
A Certificate of Attendance will be awarded to participants who meet at least 75% attendance rate

• Certificate of Completion (electronic Certificate will be issued)
A Certificate of Completion will be awarded to participants who pass the assessment and meet at least 75% attendance rate

Suitable for

PMEBs/adult individuals or groups keen to find out about Design Thinking and how it can be applied to identify opportunities for product or service innovation, better understand users/consumers, problem solve, thereafter seeing how design can take their businesses to the next level.

Important Note: This course intake (SP-501516-230001) in October 2023 is only open to the Ministry of Home Affairs.

Course Fees

The course fees payable above are inclusive of prevailing GST rate.

Applicants/Eligibility SkillsFuture Funding GST* Subsidised Fee (after GST)
Singapore Citizens aged 40 and above¹ $675.00 $18.00 $93.00
Singapore Citizens aged below 40 $525.00 $18.00 $243.00
Singapore Permanent Residents and LTVP+ Holders $525.00 $18.00 $243.00
SME-sponsored Singapore Citizens, Permanent Residents and LTVP+ Holders² $675.00 $18.00 $93.00
Others (Full fees payable) $0.00 $60.00 $810.00

*As announced at Budget 2022, there will be no increase in government fees and charges for Singaporeans from 1 Jan 2023 to 31 Dec 2023. Also, as per SSG’s policy, the GST payable for all funding-eligible applicants is calculated based on prevailing GST rate after baseline funding subsidy of 70%

Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.

¹ Under the SkillsFuture Mid-career Enhanced Subsidy. For more information, visit the SkillsFuture website here
² Under the Enhanced Training Support for Small & Medium Enterprises (SMEs) Scheme. For more information of the scheme, click here. To view SP’s list of similar funded courses, click here. Please submit the attached “Declaration Form for Enhanced Training Support Scheme for SME” together with your online application.

Funding Incentives

Please click here for more information on funding incentives.

Application Procedure

1. For self-sponsored applicant, please click on the “Register” button to apply for the course. You will be directed to STEP portal to manage all your course activities. Please note that you will be prompted to sign in with Singpass/Student ID.
2. For company-sponsored applicant, please approach your company's Human Resource (HR) team to put in the application through the company portal using CorpPass.  You may only apply after receiving the registration link from your company's HR.
3. Your application does not guarantee acceptance into the course. Your acceptance into the course is dependent on meeting the course requirements and course vacancy.
4. All successful applicants will be notified with a letter of confirmation via email.
6. PACE Academy course schedules, including course trainer, course fees and course availability are subject to change.

7. PACE Academy reserves the right to cancel or postpone any course at short notice; & at its absolute discretion without assigning any reason for such cancellation/postponements. In the event that the applicant’s chosen course is cancelled prior to its commencement, PACE Academy will make a full refund of course fees already paid by the applicant.

8. The data provided to Singapore Polytechnic will be kept strictly confidential and will be used for the purpose of course administration. The data may be passed on to the relevant organisations that require the information related to the course.  

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