Two Methods, One Goal
Lean eliminates waste in existing processes; Design Thinking creates new value through deep user understanding. The combination: use Design Thinking first to validate the right solution, then use Lean to build it efficiently.
A Swiss insurance company improved its claims process: Design Thinking revealed customers wanted transparency, not just speed. Lean then optimised the internal process to deliver that transparency efficiently. Result: 45% higher customer satisfaction, 20% lower process costs.