Optimizing Managed Service Quality with Design Thinking: A Transformative Approach

Design thinking is a creative, non linear process and human-centered 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. By applying design thinking to service and innovative solution development, businesses can achieve deeper understanding of users, create innovative and economically viable solutions, and improve their 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 has its roots in design practice and has evolved over time to become a comprehensive approach to solving problems like climate change. It started as a solution-based approach in the 1950s and 1960s in architecture and product design, later gaining popularity in the design consultancy, product development process and software design industries. The focus on the human point of view and deep understanding of human beings and user needs has always been a central aspect of design thinking, leading to its integration in UX design and its widespread adoption in various industries.

Design thinking approach emphasizes an iterative process in testing phase and refining ideas until a solution is found that is both desirable and technologically feasible. Today, design thinking is widely recognized as a competitive advantage, with organizations around the world incorporating design thinking principles into their design processes and holding ideation sessions to solve problems in a human-centered manner.

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-centered 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 design thinking process can be used to generate creative solutions. By tapping into the power of design ability and design thinking, organizations can tackle the complex problems of our time and create a better future for all.

Check out Tim Brown’s Ted Talk on Design Thinking here

How Does the Design Thinking Process Lead to a Solution?

The design thinking framework starts with the define phase that follows problem statement, gathering qualitative data and insights from key stakeholders, and conducting design research to gather feedback and better understand user needs and be on the same page. 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.

The final stage for the design team is to evaluate and refine the proposed solutions, considering their technological feasibility, and selecting the most promising alternative. The design process is iterative, and it requires ongoing experimentation and user feedback to refine and improve the solution until it meets the needs of the target users.

Idea Generation: Unleashing Creative Confidence

One of the core principles of design thinking key principles is to solve problems with a designer’s mindset, promoting creativity and generating new insights. This involves using design thinking techniques, such as mind mapping, to spark imagination and stimulate the flow of ideas. By tapping into the creative confidence of all team members, organizations can unleash the full potential of their workforce, and generate creative solutions that drive business success.

Technical and Social Innovation: Driving Business Transformation

Design thinking goes beyond just product development, and it can be applied to both technical and social innovation. By using a human-centered approach, businesses can create socially responsible and technologically advanced products and services that meet the needs of society and drive economic growth. This requires a conscious effort to balance technical feasibility with the needs and desires of the target users, and a structured process to manage the development of products and services.

Can Design Thinking Enhance the Quality of Managed Services?

Design thinking transforms organizations by offering a creative problem-solving approach that goes beyond the traditional, strictly linear process of gathering requirements and simply providing a solution. Instead, the design thinking process emphasizes empathy with the client to gain a better understanding of the problem, defining problem statement, leading to more innovative solutions that go beyond widespread support services. By incorporating this approach in managed service processes, organizations can improve outcomes and better meet the needs of their clients.

Design thinking can also be applied to improve the quality of managed services, such as customer service, technical support, and business operations. By adopting a user-centric approach and applying design thinking principles, businesses can better understand the needs of their customers and provide tailored innovative solutions that improve their 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 is a powerful tool for businesses looking to drive innovation, improve their competitiveness, and provide high-quality products and services to their customers. By applying a structured and human-centered approach to problem-solving, businesses can unlock new opportunities, generate innovative ideas, and transform their operations. The design thinking framework provides a roadmap for businesses to follow, and it has been proven to be a successful approach in driving innovation and business transformation.