Design Thinking

This program equips participants with a structured, human-centered approach to identifying customer needs, framing problems, generating ideas, prototyping solutions, and validating them within the context of financial services.

Throughout the program, participants will explore customer-centric solution design while considering banking constraints such as compliance, risk management, and Sharia governance. The learning journey covers field empathy, customer journey mapping, problem definition, regulatory-aware ideation, rapid prototyping, user validation, and the integration of validated solutions into Agile development processes.

By the end of the program, participants will be able to:

• Apply human-centered design principles in financial services.
• Conduct qualitative research through contextual inquiry, customer interviews, and field observation.
• Identify latent customer needs across different financial customer segments.
• Develop Customer Empathy Maps and End-to-End Financial Journey Maps.
• Identify pain points across digital and physical customer touchpoints.
• Frame actionable problem statements using the How Might We (HMW) framework.
• Generate and evaluate ideas using Feasibility, Viability, and Desirability considerations.
• Develop low-fidelity prototypes for financial products and service experiences.
• Conduct rapid user validation and translate feedback into improvements.
• Convert validated prototype feedback into prioritized User Stories for Agile development backlogs.