#12 Design Thinking and Service Design

This report outlines a design thinking process used to reframe onboarding and training challenges in small firms. Beginning with the ‘Understand and Reframe’ phase, it employed stakeholder interviews, affinity mapping, and ‘How Might We’ questions to surface patterns in onboarding experiences. The process revealed tensions between autonomy and structure, gaps in feedback systems, and the importance of role clarity. Iterative analysis helped refine the original problem into a more targeted challenge focused on scalable, supportive onboarding. The approach emphasized empathy, visual synthesis, and collaborative reframing to guide inclusive, actionable solutions.