Contribuições do design thinking para a gestão de projetos numa organização do setor de telecomunicações

Abstract

The Design Thinking approach has been used in some organizations, seeking to generate innovation in their projects, by identifying the need of end customers, always focused on solving their problems. This new approach must be integrated with the project management methods already used by these organizations. Thus, this study aims to verify how Design Thinking can contribute to project management in a telecommunications company. For that, a case study was elaborated with four large projects within a large organization of this sector, 9 (nine) professionals were interviewed who are directly connected to Design Thinking and project management, through scripts with 17 questions. The results showed that the DT was implemented mainly to understand the needs of the clients, be they internal or external and, in a second moment, to generate innovations and to encourage the creativity of those involved. The main barrier to implementation was changing people's mental models, not the costs involved in implementing or changing the organizational structure. One of the main facilitators was the use of the multidisciplinary team, which contributed to properly identify the scope of the projects. Finally, it is noticed that the DT contributed not only to the understanding of the needs of the clients, but also in the engagement of the people to the projects. There were also some negative aspects, although not mentioned at all, such as the expectation generated by the client and the tendentious way that some participants used to benefit their own interests. It is suggested that in future studies, the client's view of the results should be obtained, as well as increasing the scope of the study, with other organizations and other sectors, to identify other motivating, facilitating and blocking factors as well as other aspects positive and negative effects of implementing this approach.