Diverge Before You Commit
Use the Double Diamond to separate problem exploration from solution commitment in service-design work.
Principle: Open the problem before you close on the solution. The Move Use the Double Diamond as a pacing tool. Discover what is happening, define the service problem, develop multiple interventions, and deliver through small tests. Do not let urgency erase the first diamond. Why It Works Complex services fail through interactions between people, policies, systems, and channels. Divergence reveals those interactions. Convergence turns them into a decision. The alternation keeps teams from either premature solutioning or endless exploration. Practice Lens When a stakeholder asks for a named feature, translate it into a service hypothesis before adding it to the…
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