Understand: learn how the work really happens
A picture of the people, the work and the pain.
Understand is where a workshop starts. Before anyone proposes a solution, the group learns how the work really happens, who it touches and what it costs the people involved. For AI projects this phase also brings out who answers for what an AI solution produces, and what data each step touches.
You leave with: A picture of the people, the work and the pain.
8 Understand methods
- Stakeholder and Impact MapWho is affected, who decides, who carries the risk40 minutes · 4 to 20 people
- Empathy MapWhat a person says, thinks, does and feels30 minutes · 3 to 12 people
- Current-State Workflow MapSteps, handoffs, decisions and exceptions as they really happen60 minutes · 3 to 10 people
- Journey MapHow an experience feels over time, with highs and lows60 minutes · 4 to 12 people
- Day-in-the-Life WalkthroughOne role, task by task, across a normal day or week45 minutes · 2 to 8 people
- Interview GuideOpen prompts for one-to-one conversations45 minutes · 2 to 3 people
- Write, Pair, ShareEvery voice on paper before the discussion starts20 minutes · 6 to 40 people
- Pains and Gains BoardFrustrations and wins, side by side30 minutes · 4 to 25 people
Free in the Workshop Toolkit
Every Understand method has a guide page and a printable canvas in the Understand deck.
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What is the Understand phase of a design thinking workshop?
Understand is where a workshop starts. Before anyone proposes a solution, the group learns how the work really happens, who it touches and what it costs the people involved. For AI projects this phase also brings out who answers for what an AI solution produces, and what data each step touches.
What do you leave the Understand phase with?
A picture of the people, the work and the pain.
How many methods are there in the Understand phase?
There are 8 methods in the Understand phase: Stakeholder and Impact Map, Empathy Map, Current-State Workflow Map, Journey Map, Day-in-the-Life Walkthrough, Interview Guide, Write, Pair, Share, Pains and Gains Board. Together they take about 330 minutes if you run them all.
See also design thinking for AI projects and how to run a workshop.