Solving the Right Customer Problems with Design Thinking

Design thinking is an approach to problem-solving that focuses on the needs of customers and business within the constraints of rapidly changing technology. It’s a way to validate that what is being built is solving the right problem in a technically feasible way.

Design thinking allows companies to avoid wasting money on effort on creating solutions that don’t actually solve customer problems, according to the Interaction Design Foundation:

It’s extremely useful in tackling complex problems that are ill-defined or unknown, by understanding the human needs involved, by re-framing the problem in human-centric ways, by creating many ideas in brainstorming sessions, and by adopting a hands-on approach in prototyping and testing.

Understanding Problems

The aim of design thinking is to clearly understand customer problems, which enables businesses to reduce wasting time and resources on the wrong solutions. It is well suited for customer experience design as well as developing new products. In general, the process flows iteratively from the understanding phase to the exploration phase and the implementation phase.

At the center of this approach is the cross-functional team. The project team includes members in various roles in the organization. It’s a common-sense approach. Teams siloed from each other in an organization can lose sight of what problems the customer needs solved. Building understanding from a wide range of perspectives and roles empowers and aligns the team in a common purpose.

Flexible Approaches

Design thinking is not only for designers anymore. It can be used as a way to focus teams on the problem they are trying to solve. The needs of every organization are different, so the application of any of the methods described above need to be tailored to the needs of the organization. Design thinking can be a powerful tool for businesses looking to keep up with the rapid pace of today’s innovation.

What We Do

The experts at LMS can apply design thinking to help create cutting-edge, hyper-personalized customer services and experiences for your organization. We are also experienced in coordinating the efforts of cross-functional teams involved in development projects while strengthening and maintaining relationships with product owners. Contact us by phone at 800.257.5902 or via email at You can also visit us at


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