What is Design Thinking in Client Collaboration?
As previously discussed, Design Thinking is a problem-solving framework structured around five key stages:
Empathize – Understand the client’s goals, challenges, and pain points.
Define – Clearly articulate the problem that needs to be solved.
Ideate – Generate creative ideas and solutions together.
Prototype – Create quick models to visualize solutions.
Test – Gather client feedback and iterate for improvement.
By integrating Design Thinking into client interactions, project managers can create a collaborative, engaging, and user-focused experience that ensures project outcomes align with client expectations.
Ice Breakers Matter in Client Workshops
Before diving into problem-solving, project managers must establish trust, engagement, and openness with their clients. Many stakeholders enter meetings or workshops with preconceived ideas, internal biases, or a reluctance to share insights openly. A well-designed icebreaker sets the tone for collaboration, removes barriers, and fosters a creative mindset.
An effective icebreaker should:
Encourage active participation from all attendees.
Make collaboration feel natural and engaging.
Set the stage for honest conversations and problem-solving.
Icebreaker Exercise: “The Worst Idea Ever”
Objective: Break down creative barriers by embracing impractical, hilarious, or terrible ideas before shifting toward real solutions.
Activity:
Ask each participant to write down or share the worst possible idea for solving the client’s challenge. Encourage humor, absurdity, and extreme thinking.
Example: If the project is about improving customer support, a "worst idea" might be: “Replace human agents with trained parrots that repeat scripted answers.”
Share the ideas with the group and have a few participants explain their reasoning.
Flip the thinking—ask: "What is the exact opposite of this bad idea?"
In the parrot example, the opposite might be "Implement AI-driven chat support with human empathy built into responses."
Why It Works:
Lowers creative pressure—everyone can contribute without fear of judgment.
Encourages humor and engagement, making participants more relaxed and open.
Triggers fresh perspectives by flipping bad ideas into potentially great solutions.
Applying Design Thinking with Clients: Step-by-Step Guide and Workshop Ideas
Each stage of Design Thinking can be used at different touchpoints in the client relationship. Below are practical applications and workshop ideas to help project managers use Design Thinking to strengthen client collaboration.
1. Empathize: Understanding the Client’s Needs and Challenges
Why it matters:Clients often struggle to articulate their needs clearly. By practicing empathy, project managers can uncover hidden pain points and ensure solutions are rooted in real client challenges.
Workshop Idea: Stakeholder Mapping and Client Journey Walkthrough
Activity:
Have the client list all key stakeholders (e.g., end-users, leadership, customers).
Create a stakeholder map that visualizes who is affected by the project and how.
Ask the client to walk through their current process or experience (e.g., a customer buying a product, an employee using software).
Identify pain points, bottlenecks, and frustrations.
Outcome:A clear picture of client needs, ensuring the project focuses on solving real challenges rather than assumptions.
2. Define: Clarifying the Real Problem
Why it matters:Many projects suffer from scope creep or misalignment because the actual problem isn’t well-defined. This step ensures that project goals are focused, specific, and measurable.
Workshop Idea: “How Might We” (HMW) Problem Definition
Activity:
Take the client’s biggest pain point from the empathy session.
Reframe it into opportunity-driven questions using the HMW framework.
Example: Instead of "Our website has a high bounce rate," ask, "How might we make our website more engaging and intuitive?"
Write down multiple HMW questions and vote on the most critical ones.
Outcome: A clearly defined problem statement that guides project direction and prevents unnecessary changes later.
3. Ideate: Brainstorming Creative Solutions Together
Why it matters:Instead of presenting clients with pre-set solutions, involving them in the brainstorming process makes them feel heard and increases buy-in.
Workshop Idea: Rapid Brainstorming and Crazy 8s
Activity:
Give each participant a sheet of paper divided into eight sections.
Set a timer for eight minutes, challenging them to sketch or write eight quick ideas.
Share ideas with the group, combine similar ones, and vote on the top concepts.
Outcome:A diverse set of client-approved ideas that align with their vision while still encouraging innovation.
4. Prototype: Bringing Ideas to Life Quickly
Why it matters:Rather than waiting until the project is fully developed, prototyping allows clients to see and interact with early versions of the solution, reducing surprises and misalignment.
Workshop Idea: Paper Prototyping and Wireframes
Activity:
Provide clients with blank paper, sticky notes, or a digital wireframing tool (e.g., Figma, Miro).
Have them sketch out how they imagine the solution working (e.g., website layout, app features, new workflow).
Present these prototypes and simulate real-world scenarios to test them.
Outcome:A tangible first version of the solution that allows for early feedback and refinement.
5. Test: Gathering Client Feedback and Iterating
Why it matters:Frequent testing prevents last-minute project failures and ensures the final product aligns with client needs.
Workshop Idea: Live Usability Testing and Iteration Sprint
Activity:
Assign half the participants as testers and half as presenters.
Presenters showcase their prototypes from the previous session.
Testers interact with them and provide feedback using the “I Like, I Wish, What If” framework:
I Like… (What works well?)
I Wish… (What could be improved?)
What If… (New ideas or alternative approaches?)
Based on feedback, teams refine their prototype and create Version 2.0.
Outcome:A client-validated solution that is refined before full implementation, reducing risks and increasing success.
Why Project Managers Should Use Design Thinking with Clients
It strengthens client relationships. Clients feel heard and actively involved in shaping the solution.
It reduces project risks. Testing and iterating early prevents costly last-minute changes.
It improves communication. Workshops make complex ideas visual and interactive, improving clarity.
It fosters innovation. Clients and teams explore new ideas rather than sticking to the "usual way of doing things."
Design Thinking as a Competitive Advantage in Client Collaboration
Incorporating Design Thinking into client interactions transforms project management from a transactional process into a collaborative partnership. By focusing on empathy, creativity, and iteration, project managers can deliver more meaningful, user-centric solutions that truly align with client goals.
Want to get started? Try running a stakeholder mapping or “How Might We” session in your next client meeting and see how it changes the conversation.
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