Improving User Experiences with Design Thinking integrating Design into Business Innovation

Course Date:
To be advised

Registration Period:
To be advised

28 hours / 4 days

9am to 4pm

Mode of Training:

Singapore Polytechnic

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 analyze, 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

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

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.

Minimum Entry Requirements / Assumed Skills and Knowledge


Award / Certification / Accreditation

A Certificate of Attendance will be awarded to participant who meets the 75% attendance at the end of this course.

Course Fees payable:

Singapore Citizens aged below 40 and Singapore PRsSingapore CitizensOthers
Non-SME sponsored1Sponsored by SME2Aged 40 and above3Aged 35 and above, and earn ≤ $2,000 per month
(incl. GST)
(incl. GST)
(incl. GST)
(incl. GST)
(incl. GST)

Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.
1 Under the Enhanced Training Support for Small & Medium Enterprises (SMEs) Scheme. For more information, click here
2 Under the SkillsFuture Mid-career Enhanced Subsidy. For more information, visit the SkillsFuture website here.
3 Under the Workfare Training Support (WTS) scheme. For more information on the scheme, click here.

Funding Incentives

1. SkillsFuture (SF) Series

Singaporeans and Singapore PRs are eligible for 70% course fee funding for registration with effect from 28 October 2017. This funding is applicable to both individual and company-sponsored participants. Participants are required to achieve at least 75% attendance and/or sit and pass any prescribed examinations/assessments or submit any course/project work (if any) under the course requirement.

Singaporeans aged 40 years and above will enjoy a 90% subsidy of course fee.

Funding Validity Period: Till 31 Dec 2020

2. SkillsFuture Credit** (SFC)

With effect from January 2016, Singaporeans aged 25 years and above who received their SkillsFuture Credit account activation letter will be eligible for an initial credit of $500 which can be used to pay for course fees for a range of eligible skills-related courses. The credits can be used on top of existing course fee subsidies/funding.

This is only applicable for self-sponsored applicants. Application via SkillsFuture Portal can only be made starting from 60 days before the course commencement date.

3. Union Training Assistance Programme (UTAP)

UTAP is a training benefit for NTUC members to defray their cost of training. This benefit is to encourage more NTUC members to go for skills upgrading.
NTUC members enjoy 50% *unfunded course fee support for up to $250 each year when you sign up for courses supported under UTAP.
*Terms and conditions apply. Participants must be paid-up NTUC Members with no arrears in membership fees before course commencement and throughout the whole course duration.
*Unfunded course fee refers to the balance course fee payable after applicable government subsidy. This excludes GST, registration fees, misc. fees etc.

Withdrawal and Deferment
Withdrawal and deferment notice must be made in writing to the Professional & Adult Continuing Education (PACE) Academy, Singapore Polytechnic via email accordingly:

Online Courses -
All other Courses -
For withdrawal cases, the portion of course fee to be refunded is based on the date of notice as follows:

  • 2 weeks before the commencement of the course - Full refund
  • Less than 2 weeks before commencement of the course - 70% refund
  • On or after date of commencement - No refund
  • There will be no refund or transfer of course once the account has been created.
The Singapore Polytechnic reserves the right to cancel or postpone any of the courses. Applicants will be duly notified and where applicable, the full fees will be refunded.

The Singapore Polytechnic also reserves the right to amend the fees charged or the period and duration of the courses.

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.
Register Here
Eligible for SkillsFuture Credit

Terms and Conditions

*Please note that once the maximum class size is reached, the online registration will be closed.

Application Procedure

1. All applications must be made via Online Registration at
Course fees can be paid by the following payment modes:

a) Credit Cards, Internet Banking, NETS (Not Applicable for company sponsored)
For e-payment using Visa/Master cards and Internet Banking, please click on the ‘Make e-Payment’ button on the acknowledgement page to proceed.

b) For NETS payment, you can pay at:
Singapore Polytechnic
PACE Academy

c) Cheques
Please make cheques payable to “Singapore Polytechnic”. Do cross the cheque and write the Registration Reference ID, Applicant Name and NRIC/FIN number at the back of the cheque. When you have completed required details, you may mail the cheque here.

Please note that an administrative charge of $15 will be imposed for any returned cheques from the bank or financial institution.

2. All successful applicants will be notified with a letter of confirmation via email.

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