Design Thinking in Action

Description

This presentation will show you how to use Human Centered Design (HCD) to identify--and design for--critical moments in the employee experience that impact your customers' experiences. Learn how tools and approaches such as segmentation, persona development and journey mapping can help project teams improve employee engagement and the behaviors that drive customer satisfaction.

This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs.

Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies.

Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.