Design Thinking – Assignment

Group Members:
1. Hardik Mistry (37)
2. Archit Morarka (38)
3. Vinit More (39)
4. Pranot Navalollu (40)
5. Isha Patel (41)
6. Soham Pednekar (42)

Exercise 1 – Use Case

Simple Purchase Use Case

Use Case Purchase required machine part

Actor Jiwan
Basic Flow Jiwan searches for the company website on the internet. Then he
proceeds to visit the website from the recommended search list. He
then searches for the machine and model number of his choosing. He
proceeds to search the machine part of the selected model. He verifies
the part chosen by him. He then proceeds to make the purchase.

Heavyweight Purchase Use Case

Actor Customers
Stakeholder Machine manufacturers
Primary Actor Jiwan
Pre-conditions The customer is in need of a machine part and he is able to
successfully purchase the required part.
Trigger The customer is unable to make the required purchase.
Main Success Customer is able to purchase the required part.
Scenario
Alternative Flow 1 Jiwan contacts the customer helpline number and they re-
direct him to the nearest service center.
Alternative Flow 2 Jiwan contacts the customer helpline number and they re-
direct him to the nearest distributor.
Alternative Flow 3 Jiwan contacts the customer helpline number and they re-
direct him to the nearest owner of the same machine so that
 Jiwan can get his order fulfilled.
Alternative Flow 4 The website offers the newer models of the machine that
Jiwan may wish to replace with his current machine.
Alternative Flow 5 Jiwan contacts the customer helpline number and they inform
Jiwan when the required item will be available for purchase.
Termination Jiwan is able to successfully acquire the desired item.
Outcome

Exercise 2 – Moments of Truth

Following are the moments of truth the company faces

 First, the multiple listings that Jiwan had to go through to reach the
manufacturer’s website. The manufacturers should ensure that there is no
ambiguity from the customer’s point of view. The pop up should be primarily post
search inputs.
 Second, the absence of helpline service renders the customers (such as Jiwan)
helpless in terms of support. This affects the image of the business.
 Third, unavailability of the provision for selling machines and their specific parts
directly from the website. This affects the credibility of the company’s website.