Design Thinking Meets AI

Abstract

This chapter examines how ChatGPT, as a generative AI tool, can be integrated into tourism and hospitality education through the framework of design thinking and iterative learning models. It highlights ChatGPT's capacity to simulate customer-service interactions, support multilingual and intercultural communication, and enhance critical thinking through dynamic dialogues. By mapping its use to the design thinking stages—empathize, define, ideate, prototype, and test—the chapter demonstrates how AI can foster student-centered, practice-oriented pedagogy. Examples such as role-play simulations, itinerary design projects, and crisis communication drills illustrate the tool's potential for experiential learning. The discussion also addresses assessment strategies, ethical risks, and institutional responsibilities, emphasizing that while ChatGPT extends opportunities for practice and feedback, human educators remain essential for context, empathy, and ethical guidance.