How can we design products based on feedback we’re hearing from clients? This was the question the HOPE Ukraine team sought to answer at a three-day retreat in July, using a process based on IDEO’s human-centered design approach. After collecting client feedback, HOPE Ukraine wanted to step back and brainstorm ideas based on their potential impact on clients. According to Dan Williams, HOPE’s director of spiritual integration:

It can be really easy to go into an operational mindset, to start problem solving, and to think about ideas from the perspective of, “Will it work?” without letting ourselves live in that space of, “What are our clients saying is important to them, and can we find a way to make it work even if our immediate response is that it would be tough?”

The process

First, the team dived into client feedback and came up with a number of observations, which they grouped into themes.

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