Phase-1: problem space - EMPATHIZE
'Synergy Model' of Design thinking starts with 'Empathize' in the Problem space. The main purpose of this phase is to develop in-depth understanding of user's need (pain point) and gather all the relevant data and information around it.
Empathize phase uses multiple processes and tools, in order to systematically gather data and information about the user's need:
1. Pain Point: We start with listening to the users and convert users' stated needs into the pain point(s).
2. 5W1H Questions: Who, What, Why, When, Where, and How - We ask questions to the users to gather more information about the pain-point, at high level.
3. Interview for Empathy: Users are interviewed for Empathy. The objective of this process is to get into the user's environment to gather in-depth understanding of the articulated and unarticulated pain-points, from user's perspective.
4. Empathy Map: This is the outcome of the Interview for Empathy, where we map what the users think, feel, do and say.
5. User persona/Journey/Use Cases: Based on our gathered information, we derive User persona, and draw their journey and interactions in the environment. We define all the Use cases (different possible paths taken by the users across their journey)
6. Process Map: While the User journey is mapped based on user's interaction, the process map is the detailed depiction of everything that happens in the front-end and back-end of the process for each Use cases.
7. Stakeholder Map: Based on the Process map, we identify and on-board all the stakeholders in the problem-solving/product management process.
8. 5 WHYs: During interactions with stakeholders, each problem is broken down to the root level, with the help of 5 Why's framework. Subsequently, the relevant data are gathered.
9. Cause & Effect Diagram: We use Cause and effect diagram to map all the possible causes of the observed problem and gather relevant data.
10. Mind Mapping: This is another framework to capture all the factors, that can have effect (direct or associated) on the problem. Subsequently, the relevant data are gathered.