Integrando o design thinking no gerenciamento de projetos: desenvolvimento de um método para identificação das necessidades dos clientes

Abstract

This thesis proposed and validated an innovative method for identifying stakeholders' needs, focusing on clients, in the context of project management, using the principles of design thinking (DT). Understanding and meeting client expectations are essential factors for project success, although they are often challenging due to the complexity involved. Design thinking, with its user-centered approach, has proven to be an effective method, emphasizing empathy, collaboration, and creative thinking in solving complex problems. The research was structured into four interdependent studies, conducted based on the Design Science Research (DSR) method. Study 1, through a systematic literature review, analyzed existing processes for identifying stakeholders' needs in project management. Study 2, also based on a systematic literature review, investigated the use of design thinking in project management, highlighting its main applications and limitations. Study 3, qualitative and empirical in nature, explored, together with experts, the challenges and practices related to identifying stakeholders' needs, with an emphasis on clients, in different project contexts. Finally, Study 4 validated the developed method through focus groups, assessing its applicability and effectiveness. The results indicated that the proposed method is effective in integrating design thinking into project management, providing a systematic approach to understanding and addressing client needs. Furthermore, the method proved to be replicable and adaptable, allowing for future applications to other types of stakeholders. In practical terms, the research contributes to improving professional practices, promoting greater alignment with stakeholders' expectations, and reducing risks and rework in projects. In academic terms, the study advances knowledge on the intersection between project management and design thinking, offering an empirical basis for future studies and theoretical refinement. The developed product combines innovation and practical relevance, establishing itself as a significant contribution to both theory and practice in project management.