In the fast-paced world of digital services, creating solutions that truly resonate with users isn’t just a goal—it’s a necessity. Enter the Double Diamond Method, a revolutionary approach to service design that transforms how organizations develop products people actually want.

Developed by the UK Design Council, this method isn’t just another design framework—it’s a strategic roadmap to innovation that breaks traditional problem-solving approaches.

Step 1: Discover – Expand Your Horizons
The first diamond is all about divergent thinking. Instead of rushing to solutions, this stage is about radical exploration:
– Forget assumptions about your users
– Conduct deep field research
– Map out client journeys
– Explore multiple perspectives
– Challenge existing thinking

Pro Tip: Get out of the office! Real insights happen where users actually live and work.

Step 2: Define – Narrow Your Focus
After gathering extensive insights, it’s time to converge:
– Synthesize research findings
– Identify core user pain points
– Create user personas
– Reframe problems creatively
– Develop a clear problem statement

Key Insight: Most organizations skip this critical step, leading to solutions that miss the mark.

Step 3: Develop – Generate Innovative Solutions
Return to divergent thinking, but now with purpose:
– Brainstorm multiple solution approaches
– Create rapid prototypes
– Test initial concepts
– Consider future technological trends
– Build clickable mock-ups

Hack: Involve users early and often in the prototype stage.

Step 4: Deliver – Refine and Launch
The final convergence where ideas become reality:
– Conduct user testing
– Iterate based on feedback
– Develop minimum viable product
– Prepare for launch
– Plan continuous improvement strategy

The Secret Sauce: Continuous improvement isn’t optional—it’s mandatory.

Why This Matters
Traditional design approaches often:
– Assume user needs
– Create solutions in isolation
– Ignore real-world complexity

The Double Diamond Method flips this script by putting user experience at the center of every decision.

Real-World Impact
Organizations using this method have seen:
– 40% faster time to market
– Increased user satisfaction
– More innovative solutions
– Reduced development costs

Who Should Use This?
– Product managers
– Service designers
– Digital transformation teams
– Government agencies
– Tech startups
– Innovation departments

Getting Started
1. Embrace curiosity
2. Talk to actual users
3. Challenge your assumptions
4. Prototype quickly
5. Test relentlessly

Great services aren’t created—they’re discovered through empathy, exploration, and continuous learning.

Want to revolutionize how you design services? The Double Diamond Method isn’t just a technique—it’s your blueprint for user-centered innovation.

This blog is based on the 2024 DAPS Summit session featuring  Peter Stoyko of Public Health Agency of Canada.