Design thinking is a powerful method for understanding customer needs and developing new solutions to meet them.1 It has been used by innovators to invent consumer products like electric toothbrushes and to develop business-to-business services such as customer relationship management software. A key advantage of the design-thinking process over other innovation methods is its emphasis on the user experience. Whether a team is imagining a car dashboard, a tax declaration app, or an electric lawnmower, each step relies on repeated, personal interactions among team members, end users, and other stakeholders. To facilitate such interactions, observational workshops are typically conducted onsite in end users' familiar environments or in carefully arranged design studios. In recent years, however, with the rise in hybrid work, we have seen some innovation processes shift to the digital realm.2 Design-thinking practitioners now frequently watch consumers use products through...
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