Optimizing Managed Service Quality with Design Thinking: A Transformative Approach

Design thinking is a creative, non-linear process and human-centred design approach to problem-solving that has been transforming organizations globally. It is both an ideology and a strict linear process that drives innovation, generates innovative ideas, and provides potential solutions. Businesses applying this process gain insights into user needs, develop innovative solutions, and enhance competitiveness in the market. This methodology in managed service companies helps to understand clients’ needs, analyze alternative solutions, and offer them the possible solutions and service packages.

Lighthouse's design thinking approach

What is the History Behind the Development of Design Thinking?

Design thinking, rooted in design practice, evolved into a comprehensive problem-solving approach, addressing complex issues like climate change. Originating in architecture and product design in the 1950s/60s, design thinking gained prominence in consultancy, product development, and software design. Design thinking’s emphasis on human perspectives and user needs has made it integral to UX design and widely embraced in diverse sectors.

Design thinking emphasizes and iterative testing process to refine ideas into desirable and technologically feasible solutions. Today, design thinking is a recognized competitive advantage. Organizations worldwide incorporate its principles into their design processes for human-centered problem-solving.

Tim Brown, CEO of IDEO and a leading voice in the design thinking community, has been at the forefront of promoting design as a powerful tool for change. With a background in industrial design and a focus on human-centred design principles, Tim Brown has been instrumental in spreading the message that design thinking and design innovation can be applied in management science and to a wide range of challenges, from product development to business model. This message has been echoed by Harvard Business School at Harvard Business Review article, which has been exploring the potential of design thinking to generate new ideas and drive innovation.

In order to apply design thinking process effectively, organizations must hold ideation sessions where diverse perspectives can be brought to bear on a given challenge, and where the process can be used to generate creative solutions. Leveraging design ability and thinking, organizations can address complex issues and shape a brighter future for all.

Check out Tim Brown’s Ted Talk on Design Thinking

How Does the Design Thinking Process Lead to a Solution?

The design thinking process begins with defining the problem, gathering qualitative data, insights from stakeholders, and conducting design research to understand user needs. The ideation phase involves holding ideation sessions and generating ideas through various design thinking techniques and designer’s toolkit, such as brainstorming and visualizing potential solutions.

In the final stage, the design team evaluates and refines solutions, assessing technological feasibility, and selecting the most promising option. The iterative design process involves continuous experimentation and user feedback to refine the solution until it aligns with user needs.

Idea Generation: Unleashing Creative Confidence

Unlocking the creative confidence of all team members unleashes their potential and generates creative solutions, driving business success.

Technical and Social Innovation: Driving Business Transformation

Design thinking extends beyond product development and finds application in both technical and social innovation. A human-centred approach enables businesses to create socially responsible, technologically advanced products, and drive economic growth by meeting society’s needs. Balancing technical feasibility with user needs and managing product development is essential, requiring a structured process.

Can Design Thinking Enhance the Quality of Managed Services?

Design thinking revolutionizes organizations with a creative problem-solving approach that transcends traditional, linear requirement gathering and solution delivery processes. Design thinking centers on client empathy, defining problems, and creating innovative solutions that surpass standard support services. By incorporating this approach in managed service processes, organizations can improve outcomes and better meet the needs of their clients.

Applying design thinking can improve the quality of managed services like customer service, technical support, and business operations. Businesses embracing user-centric design thinking understand customer needs and offer innovative solutions to enhance service quality. This not only enhances customer satisfaction, but it also creates competitive advantages that drive business success.

Read more: Understanding Managed Services Projects

design thinking process for managed services


Design thinking empowers businesses to innovate, enhance competitiveness, and deliver quality products and services to customers effectively. Applying a human-centered approach to problem-solving unlocks innovation and transform operations, creating new opportunities. Design thinking provides businesses with a successful roadmap for innovation and transformation.