2.10 Strategies for responding to support issues
2.10.1 Know and understand the application, benefits and drawbacks of the four stages of Kolb's Experiential Learning Cycle:
• concrete experience
• reflective observation
• abstract conceptualisation
• active experimentation.
2.10.2 Know and understand the application, benefits and drawbacks of the six stages of Gibbs’ Reflective Cycle:
• description
• feelings
• evaluation
• analysis
• conclusion
• action plan.
2.10.3 Know and understand the process, benefits and drawbacks of concept mapping:
• main idea and central point of focus
• individual concepts: hardware, software, people, information, processes
• relationships (verbs).
2.10.4 Be able to interpret and create concept maps for digital support situations.
2.10.5 Know and understand the use of, and the benefits and drawbacks of, the design thinking process:
• empathise
• define
• ideate
• prototype
• user feedback
• repeat prototype/user feedback.
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