In February 2015, HfS Research published a POV, The Rise of Design Thinking, outlining the reasons for the sourcing market to transition to using design thinking as a core methodology instead of only relying on traditional Lean and Six Sigma-based process design and execution. To enable the transition to “As-a-Service” delivery, global BPO and IT service providers need to re-think their approach to service design and delivery. Design thinking should be part of this new approach as it places human-centric design ethos at the heart of its methodology and in doing so it may open up the identification of new solutions to recurring organizational challenges. We believe that the enterprise analytics services market is one area where overall effectiveness for clients could be enhanced by using design thinking to improve the end user experience on the collection, analysis and interpretation of data and insights.
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