Design Thinking for Learning Projects
Design Thinking helps learning teams pause before building, understand the learner’s real need, and shape a solution around the work learners need to do. One simple way to start is with a learner story: a short statement that connects the learner, the need, and the reason the learning matters.
Design Thinking through an ID Lens
Think through one learning challenge at a time
Problem statement
A request may sound simple: “We need login troubleshooting training.”
- Useful starting point
- Not enough to design from
- Still need the learner’s real task
Look beyond the request
The better design question:
Recognize. Ask. Do.
Forgotten password, locked account, MFA issue, wrong login page.
What message do you see? New device? Can you access your authenticator?
Guide the next step. Explain calmly. Escalate only when needed.
Learner story
Learner stories help us write from the learner’s point of view.
As a new support specialist, I need to recognize when a user cannot complete multi-factor authentication so I can guide them to the right next step without adding confusion or frustration.
Who / Need / Why
A new support specialist.
Recognize an MFA-related login issue.
Guide the user without adding confusion or frustration.
One course. One section. One practice moment.
The learning story can move from broad purpose to focused practice.
First-time account access
Help users access their account and get started with less friction.
Login troubleshooting
Recognize common login issues and guide users to the right next step.
MFA troubleshooting
Recognize when a user is stuck at MFA and respond clearly and calmly.
Right-size by learner level
The same topic may need a different level of support depending on the learner.
May need more context, coaching, examples, and guided practice.
May need focused scenarios, decision practice, and feedback on common mistakes.
May only need a quick job aid, checklist, or refresher resource.
What must learners do?
The story turns content into actions, decisions, and practice.
- Not every login troubleshooting step
- One focused issue: MFA
- One clear performance need
What should they practice?
Listen for the clue: new phone, missing code, authenticator issue.
Ask a focused question: changed device, registered method, error message.
Choose the next step: recovery path, reset process, escalation.
Communicate calmly: clear, steady, no overpromising.
Scenario approach
Instead of teaching every login problem...
Build a small test
A prototype does not have to be polished.
Screen 1: User got a new phone and cannot complete verification.
Decision 1: What should the specialist ask first?
Decision 2: What issue seems most likely?
Feedback: Why does the response help or create risk?
Reflection: What would you say to keep the user calm?
Evaluate and improve
Ask for feedback that improves the learning experience.
Does this feel like a realistic MFA login-support moment?
Does the learner have to identify the issue before choosing the next step?
Is the feedback helpful enough to guide the learner?
What would make this more useful for a new support specialist?