ms4002_2026T2_Q2_NA.pdf

**General Guidelines:** **(i) The question paper has multiple-choice questions (MCQs) that must be answered on the** **computer. Answer all the questions.** **(ii) The questions numbered 3 to 22 carry one mark each. Read the instructions carefully and** **choose the closest and correct option; there is only one right answer for each question.** **(iii) The questions numbered 23 to 27 are case study-based multiple-choice questions of two** **marks each. Read the instructions carefully and choose the closest and correct option; there** **is only one right answer for each question.** **(iv) All characters, relationships and events depicted in the questions or cases are fictitious.** **Any similarity to actual events or persons, living or dead, is coincidental.** **Please indicate that you have read and understood the guidelines by marking the** **appropriate box below:**

According to the Four Noble Truths–Karmic Design Thinking mapping taught in the course, which concept corresponds to the Solve phase?

A university wants to understand why students repeatedly submit project reports late. From a design thinking perspective, which approach is most likely to uncover latent needs and contextual barriers?

A product team interviews only highly engaged users of its professional-learning platform. What is the most significant limitation of this research design?

During project execution, a stakeholder asks the product development team to add a predictive analytics dashboard that was not included in the approved deliverables. This request primarily represents:

According to Don Norman’s principles in The Design of Everyday Things, an interface element like a button that visually looks pressable due to elevation and shadows is demonstrating a strong:

What is the primary indicator that a design team has successfully reached the core finding during a Multi-Why analysis?

How do Agile and Design Thinking complement each other in product development? 1. Design Thinking focuses on understanding target customers, while Agile manages sprint cycles. 2. Design Thinking delivers features incrementally, and Agile generates features for customer research. 3. Design Thinking helps frame the problem; Agile supports iterative implementation. 4. Both are sequential frameworks that must be completed before testing. Select the correct option using the codes given below:

State whether the following statement is TRUE or FALSE: “In Design Thinking, the Test phase is meant solely to confirm whether the prototype works for the target customer and does not involve further modification of the Customer Journey Map.”

According to the Agile Manifesto, which of the following statements correctly reflect the core values of Agile methodology? 1. Individuals and interactions are valued more than processes and tools. 2. Working software is valued more than comprehensive documentation. 3. Following a fixed plan is valued more than responding to change. 4. Customer collaboration is valued more than contract negotiation. Select the correct option using the codes given below:

In the ENV model used for problem structuring, what does the ‘V’ component represent?

Which activities represent appropriate practices in the Empathize phase in Karmic Design Thinking? 1. Attaching a camera to the head, lying on a stretcher and going through the emergency hospital admission process. 2. Sitting with patients in a general ward and interviewing them about their daily healthcare routines, experiences, and difficulties. 3. Writing an email to the Chief Medical Officer seeking permission to conduct a Design Thinking and Agile project in the hospital. 4. Shadowing nurses and caregivers during hospital activities and documenting their experiences across different touchpoints. Select the correct option using the codes given below:

A team identifies a contradiction in a news application: IF we increase advertisement frequency, THEN ad revenue increases, BUT user retention drops significantly. Which of the following represents the most appropriate Desired Result statement to resolve this contradiction using the ENV framework?

During Customer Journey Mapping for a digital pharmacy app, a team identifies an "emotional valley" during the prescription approval phase due to unannounced delays. What is the most logical next step for the team before moving to the Analyze phase?

Which analytical justification best explains why Silent Brainstorming is often more effective than traditional verbal brainstorming during the Solve phase?

Which of the following statements regarding the Test phase in Karmic Design Thinking is/are valid? 1. Representative target customers should perform defined tasks in a realistic context where feasible. 2. Quantitative metrics (e.g., task completion rates) and qualitative observations (e.g., verbal reactions) should both be captured where applicable. 3. The core goal of the Test phase is to prove that the team's initial assumptions were 100% accurate without modifications. Select the correct option using the codes given below:

Which of the following descriptors contains the key elements of an effective persona in the Empathize phase of Karmic Design Thinking?

A car dashboard displays a small fuel pump icon with an arrow pointing to the right, indicating which side of the vehicle houses the fuel cap. According to Don Norman, this design feature relies primarily on:

Expert users of professional software like Photoshop often rely on complex multi-key command sequences (e.g., Ctrl + Shift + Alt + V) rather than navigating visible menu items. Which statement best characterizes this interaction pattern?

Who developed TRIZ (Theory of Inventive Problem Solving) as a systematic methodology for innovation?

Which of the following digital app scenarios best illustrates the TRIZ principle of Preliminary Action?

Answer the given subquestions from **23 to 27** based on the scenario given below: Case Study: AssistAI AssistAI is a technology startup developing an AI-powered customer-support system for e- commerce platforms. The system includes a chatbot for customers and an AI-assisted dashboard that helps support agents identify suitable resolutions and automate repetitive tasks. Although the system was initially adopted by several e-commerce clients, recent data show a decline in chatbot usage and customer satisfaction. Support agents also report that the system’s recommendations are not always useful during complex customer interactions. The startup has engaged you to identify the causes of low adoption and recommend improvements.

[AssistAI] Which of the following would be the most appropriate first step for understanding the needs and experiences of the system’s key users?

Answer the given subquestions from **23 to 27** based on the scenario given below: Case Study: AssistAI AssistAI is a technology startup developing an AI-powered customer-support system for e- commerce platforms. The system includes a chatbot for customers and an AI-assisted dashboard that helps support agents identify suitable resolutions and automate repetitive tasks. Although the system was initially adopted by several e-commerce clients, recent data show a decline in chatbot usage and customer satisfaction. Support agents also report that the system’s recommendations are not always useful during complex customer interactions. The startup has engaged you to identify the causes of low adoption and recommend improvements.

[AssistAI] During the Analyze phase, which combination of tools would be most appropriate for identifying the underlying causes of low adoption and framing the major contradictions in the system?

Answer the given subquestions from **23 to 27** based on the scenario given below: Case Study: AssistAI AssistAI is a technology startup developing an AI-powered customer-support system for e- commerce platforms. The system includes a chatbot for customers and an AI-assisted dashboard that helps support agents identify suitable resolutions and automate repetitive tasks. Although the system was initially adopted by several e-commerce clients, recent data show a decline in chatbot usage and customer satisfaction. Support agents also report that the system’s recommendations are not always useful during complex customer interactions. The startup has engaged you to identify the causes of low adoption and recommend improvements.

[AssistAI] Following the analysis in previous question 24, after identifying the root causes and framing the major contradictions, what should the team do next in the Analyze phase?

Answer the given subquestions from **23 to 27** based on the scenario given below: Case Study: AssistAI AssistAI is a technology startup developing an AI-powered customer-support system for e- commerce platforms. The system includes a chatbot for customers and an AI-assisted dashboard that helps support agents identify suitable resolutions and automate repetitive tasks. Although the system was initially adopted by several e-commerce clients, recent data show a decline in chatbot usage and customer satisfaction. Support agents also report that the system’s recommendations are not always useful during complex customer interactions. The startup has engaged you to identify the causes of low adoption and recommend improvements.

[AssistAI] Following the analysis in previous question 25, which activity is most appropriate during the initial divergent stage of the Solve phase?

Answer the given subquestions from **23 to 27** based on the scenario given below: Case Study: AssistAI AssistAI is a technology startup developing an AI-powered customer-support system for e- commerce platforms. The system includes a chatbot for customers and an AI-assisted dashboard that helps support agents identify suitable resolutions and automate repetitive tasks. Although the system was initially adopted by several e-commerce clients, recent data show a decline in chatbot usage and customer satisfaction. Support agents also report that the system’s recommendations are not always useful during complex customer interactions. The startup has engaged you to identify the causes of low adoption and recommend improvements.

[AssistAI] Following the Solve phase, the team proposes two possible improvements: 1. Enhance the chatbot’s natural-language processing capability to interpret customer intent more accurately. 2. Develop a customizable dashboard that enables support agents to monitor and modify chatbot recommendations. However, both solutions would require major infrastructural changes and substantial investment before they could be tested.  What should the team do next?