Design Thinking Tool: Feedback Capture Grid

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The Role of This Tool in the Fifth Phase of the Design Thinking Method

The Feedback Capture Grid is a structured platform to collect and analyze feedback, allowing teams to refine their proposed solutions based on user responses.

In the phase of Delivering Innovative Solutions, the developed ideas need to be transformed into tangible and user-friendly solutions. At this stage, it becomes crucial to gather user feedback to understand how well the solution meets the user’s needs and expectations. The Feedback Capture Grid comes into play here.

The Feedback Capture Grid facilitates the collection of organized feedback. It is divided into four quadrants: “Likes”, “Criticisms”, “Questions,” and “Ideas.” This structure allows teams to categorize feedback effectively and understand the different aspects of user responses, making it a powerful tool for uncovering insights and directing the iteration process.

The Feedback Capture Grid perfectly embodies the customer-centered approach of Design Thinking. Here’s how:

  • Gathering Customer Feedback: The first step in using the Feedback Capture Grid is to gather feedback from customers or users. This step aligns with the customer-centered approach as it explicitly values and seeks the customer’s perspective.
  • Organizing and Analyzing Feedback: The feedback is then categorized into the four grid quadrants, promoting a structured and comprehensive analysis of user responses. This process ensures that all aspects of feedback are considered, further emphasizing a customer-centered approach.
  • Co-creation: By integrating the users’ feedback, particularly in the “Ideas” quadrant, teams can improve and innovate their solutions in ways that directly incorporate user suggestions, embodying the principle of co-creation.
  • Iteration: The collected feedback, once analyzed, drives the iteration of the solution. Changes are made based on user likes, criticisms, questions, and ideas, ensuring the solution is continually refined to meet user needs better, demonstrating the principle of iteration.

In short, the Feedback Capture Grid is crucial in the Delivering Innovative Solutions phase of Design Thinking. By facilitating the structured collection and analysis of user feedback, it ensures that solutions are customer-centered. It demonstrates the principles of customer-centeredness, co-creation, and iteration by involving customers in the improvement process and continually refining the solution based on their feedback.

The Procedure for Using This Design Thinking Tool

Step 1: Capture Feedback

Begin by gathering feedback from your customers or users. This could be through interviews, surveys, or usability tests. Remember to keep the process customer-centered, focusing on their experience and opinions.

Step 2: Categorize Feedback

Next, categorize each piece of feedback into the four quadrants of the grid.

(Upper-Left Quadrant) What did the users like?

(Upper-Right Quadrant) What were their criticisms?

(Lower-Left Quadrant) What questions did they have?

(Upper-Right Quadrant) What ideas did they propose?

This step facilitates a comprehensive analysis of feedback, emphasizing a customer-centered approach.

Step 3: Analyze Feedback

Analyze the feedback in each quadrant. Look for patterns or common themes that can give you insights into how your solution is perceived and what could be improved.

Step 4: Co-create Solutions

Use the feedback, particularly from the “Ideas” quadrant, to co-create solutions with your users. Incorporate their ideas into your solution development, ensuring that the end product is truly customer-centered.

Step 5: Iterate

Finally, based on the feedback and the insights gained, iterate on your solution. Make changes and improvements according to user likes, criticisms, questions, and ideas, ensuring the solution is continually refined with a customer-centered approach.

The Worksheet of This Tool

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